Re: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Lee Cullom]

Long live Mueller!

Sent from Nine

From: Theo Fondse 
Sent: Thursday, October 3, 2019 5:34 AM
To: 'ARSList'
Subject: RE: Announcements: Doug Mueller has left BMC, ARSlist will be shutting 
down on US Thanksgiving, Nov. 28th

Farewell Doug!

Thanks for all your insights and guidance through the years!
Best wishes for the retirement years!

You will be missed!


Best Regards,

Theo Fondse

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Randeep Atwal
Sent: Thursday, 3 October, 2019 06:13 AM
To: ARSList 
Subject: Re: Announcements: Doug Mueller has left BMC, ARSlist will be shutting 
down on US Thanksgiving, Nov. 28th

Doug.  So long and thanks for everything you have done for so many of us in the 
Remedy community.

It is a bit mind boggling to this day that the platform architecture continues 
to evolve on the original technical foundation you set in motion.

And you have always been such a great person to talk to anyone in the 
community, and meet them where they are.  Every conversation with you was truly 
an opportunity to learn something, which is something that is getting rarer and 
rarer these days.  Thanks for the inspiration!

I hope you can continue your pursuit of happiness, in this next chapter of your 
life

All of my best wishes..

Randeep Atwal


On Wed, Oct 2, 2019 at 2:46 PM 
mailto:arsl...@danielbloom.ca>> wrote:
Doug Mueller’s last day at BMC was Monday, September 30th. As we all know, Doug 
was the creator of the ARSystem as a founding member of Remedy Corporation.

He has always retained the philosophy of supporting the user community, even 
before he accepted my invitation to join this list in 1993.

After consultation with Jason and Misi, the current custodians of this ARSlist, 
it was decided that I should post to this external list that Doug has left, in 
the hopes that all current and former members of our community can express 
their best wishes here where it can be done outside of a Corporation based 
community and where Doug can of course also read them.

In Doug’s honor, it was also decided that we would shut down the ARSlist 
permanently on US Thanksgiving, giving folks until then to post their comments, 
and to signify the thanks we give to Doug for all he has done.

My understanding is that the archives will continue to be available, and of 
course can be saved for posterity.

For my part, it was sad news that someone who has contributed so much, holds so 
many forward thinking innovative patents singularly and jointly with others, 
would be departing.

I was supposed to post this yesterday and it took me until today to accept that 
he really had left. I won’t be disappointed if I am proven wrong …….

Dan
Daniel Bloom
Founder of the ARSlist in November 1993
Active in the Remedy ARSystem world since 1.0


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Re: Re: Installer is performing a secondary server install/upgrade, No forms will be imported.

[Lee Cullom]

Doug,

I just told a story about you to one of my camping buddies.  This still cracks 
me up.  You reminded me of it when you used the word doubt.  I was buried in an 
install at Coke in Atlanta.  I think it was Solaris/ARS 4.whatever.  I was 
getting a shitload of error messages and it was escalated to you.  You 
recommended doing the install again as Root.  I said, "Are you certain that if 
I do that it will resolve this?" (I was losing credibility there.)  You said, 
"Lee, I can't tell you with 100% certainty that the sun will rise tomorrow."  
Priceless!  That was deep, man.  And true.

It did work.  Thanks for your support!

Get Outlook for Android


From: ARSList  on behalf of Reif, Douglas 

Sent: Saturday, April 27, 2019 6:04:55 PM
To: ARSList
Subject: RE: Re: Installer is performing a secondary server install/upgrade, No 
forms will be imported.

Was there doubt with what I stated earlier?
If what I said doesn’t jive with reality,  I can go back and do some more 
research but all the evidence I’ve seen points to the CurrDBVersion being the 
key.
Let me know if you see the currDBversion and dbversion in the control table 
being 57 (not higher)  and yet it still thinks it is  secondary install when 
installing 1902.
As I mentioned, the Secondary install believes that the DB was already 
upgraded. If this is not the case,  there could be a situation where it 
doesn’t follow the rules and we will have to look into that

DougR



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: Saturday, April 27, 2019 7:59 AM
To: ARSList 
Subject: [EXTERNAL] Re: Installer is performing a secondary server 
install/upgrade, No forms will be imported.

Thanks Abhijit,

I upgraded from 9.1.04 to the latest version and the installer still says it’s 
a secondary server.

This server is just an archive and it’s running fine so I think I’ll leave it 
like this.

It remains a mystery to me that BMC apparently doesn’t know the exact procedure 
they use to determine whether it’s a primary or a secondary server.

After spending countless hours with their support to no avail I’m giving up.


Thomas

On 27. Apr 2019, at 13:30, Abhijit Hendre 
mailto:abhihen...@gmail.com>> wrote:
For 9.1.04 , there is a roll back utility to roll back platform upgrade (AR, 
Atrium Core, Atrium Integrator) which also roll backs control table mentioned 
by Doug. Please check with BMC support for this utility. You will have to run 
this utility and then run upgrade again.


Thanks,
Abhijit H

On Thu, Apr 25, 2019, 12:41 AM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
I have a restore point for the current messed up state so I’ll run the 
installer and see what it says.

On 24. Apr 2019, at 21:00, Reif, Douglas 
mailto:doug_r...@bmc.com>> wrote:
If I ran this past the ‘committee’ you know what they would say; “We never 
tested that”.
I’m guessing. Maybe they did test it.  But I have a good feeling that you’d be 
on your own.
Having said that, the idea has merit.
Say you upgraded to 1902.   It should assume that your DB is a fully intact 
9104 DB with all the forms and workflow that would have been imported had it 
been a successful 9104 upgrade
.
So it should go ahead and upgrade the DB on your first install, which is going 
to be a “primary” server install because the DB version is different..  Then it 
will start ARServer and if it starts up fine, will import stuff.

Now, it is only going to import stuff that it thinks needs to be imported based 
on the fact that you are upgrading from 9104 to 1902.  This is where there is 
potential to not go perfectly.   But it should be pretty close.

The concern would be if something was missing from your 9104 definitions that 
prevents a 9102 definition from being imported. Or in 9102 did not import 
something because it assumed it was already there.

There are not critical problems.  But you could test and see how it goes.
Check the install logs and look for any files with ‘error’ in the name under 
the ..\ARSystem\logs directory
Good idea,

Doug


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: Wednesday, April 24, 2019 11:39 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] Re: Installer is performing a secondary server 
install/upgrade, No forms will be imported.

What about upgrading to even higher version? I see that the DB version would 
change so maybe we could force it this way?

On 24. Apr 2019, at 20:33, Reif, Douglas 
mailto:doug_r...@bmc.com>> wrote:
This is a difficult position.  Since the DB was already upgraded to 57, the 
installer won’t upgrade it again; nor will it perform the imports that 
typically would have occurred after the DB was upgraded and arserver restarted.
And there is not a way to downgrade the DB.
A “secondary” server is any server that is installing after  the db was 
upgraded.
The “primary” server is the first one to 

RE: SNOW Migration

[Lee Cullom]

Our analytical solutions work with both.  We have a benchmarking database that 
covers Key Performance Indicators for customers using both systems.  Feel free 
to reach out for various comparisons amongst the different process areas 
(Change, Incident, Problem, etc…)

In other words, will my average resolution time for incidents improve if I 
switch from Remedy to ServiceNow… or self-service adoption %... Change 
Durations… Approval times… etc…


Lee Cullom | Northcraft Analytics
President | Business Intelligence Applications for IT
Main – (800) 
565-1375<https://www.google.com/search?source=hp=_hL_Wv_OBYzZjwSelaaICw=northcraft+analytics=north_l=psy-ab.3.0.35i39k1l2j0i131i20i264k1j0i131k1j0j0i20i264k1j0l4.1419.1910.0.3422.8.6.0.0.0.0.132.597.0j5.6.00...1c.1.64.psy-ab..2.6.692.6...96.VymetXxuaOU>
 http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Direct – (678) 438-7244
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

[appsource-badge-small]<https://appsource.microsoft.com/en-us/product/power-bi/e80b7e0e-7c82-416a-a697-e492a117b6f5?tab=Overview>

From: ARSList  On Behalf Of Rajesh Nair
Sent: Tuesday, March 19, 2019 9:25 AM
To: arslist 
Subject: Re: SNOW Migration

Hello
In our case it was the servicenow vendor who did the migration for one few 
instance(customer at a go)
But for one we had to import the data via excel.. its easier to do it servicenow
Related custom code.. you have to do it again and we have JavaScript on 
servicenow...plus point will be the workflows which allows you to design the 
process in a flow

My experience quite easier to develop things on snow as its single window and 
does not require a downtime just refresh the cache and its done



On Tue, 19 Mar 2019, 14:06 Dave Shellman, 
mailto:adshell...@gmail.com>> wrote:
Ben,

I believe that Christian is looking for real world experiences of folks that 
have changed to SNOW.  My take is he’s looking for this so he can counter the 
promises made by SNOW sales folks of how easy it is to switch.

Dave

On Tue, Mar 19, 2019 at 3:19 AM Ben Chernys 
mailto:ben.cher...@softwaretoolhouse.com>> 
wrote:
Hi Christian,

Meta-Update can transfer what ever you like, however you like, by opening 
connections simultaneously to Remedy and ServiceNow.  This include attachments, 
permissions, etc.

In addition, Meta-Archive will archive data to HTML and copy the generated URLs 
and selected searchable fields to a ServiceNow form.

Contact me off-list for more info.

Cheers,
Ben Chernys
Senior Software Architect
[logoSthInc-sm]

Canada / Deutschland
Mobile:+49 171 380 2329   GMT - 7 + [ DST ]
Mobile +1 403  554 0887
Email:   
ben.cher...@softwaretoolhouse.com<mailto:ben.cher...@softwaretoolhouse.com>
Web: www.softwaretoolhouse.com<http://www.softwaretoolhouse.com/>

We are a BMC Technology Alliance Partner



Check out Software Tool House's free Diary Editor and our  Freebies Section for 
ITSM Forms and Fields spreadsheet.

Meta-Update<http://www.softwaretoolhouse.com/product/SthMupd/index.html>, our 
premium ARS and ServiceNow Data tool, lets you automate your imports, 
migrations, in no time at all, without programming, without staging forms, 
without merge workflow.

Meta-Archive<http://www.softwaretoolhouse.com/product/SthArch/index.html> does 
ITSM Archiving your way: with your forms and your multi-tenant rules, treating 
each root request as a complete tree and checking associatuions.  Archive 
output to different servers, HTML pages with links to attachments or archive 
forms.

Meta-Databot<http://www.softwaretoolhouse.com/product/Databot/index.html> is an 
automated, extensible BMC Data Wizard.  It reads a file of data changes and 
sports an Undo feature.

Pre ITSM 9.1.04?  Clarify?  HP? Roll your own?  No problem!  You can keep your 
valuable data!

http://www.softwaretoolhouse.com/






From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Smerz, Christian
Sent: March-18-19 9:49 PM
To: ARSList@arslist.org<mailto:ARSList@arslist.org>
Subject: SNOW Migration

Hi folks,
I know there are several folks who have been working with Remedy as well as 
SNOW who subscribe to this list.  I’d like to get some honest perspectives as 
to your opinions, migration experiences, customer service, pricing, level of 
effort to from a project perspective to make the jump assuming full ITSM.  The 
spectre of SNOW has been seen so I’m gathering information.  Th

Re: Remedy to MFT/FTP

[Lee Cullom]

Did you mean 2GB?  That sounds like a 32bit thing.  What kind of middleware?

Sent from Nine

From: Dinesh Kumar 
Sent: Friday, December 14, 2018 4:39 PM
To: ARSList
Subject: Remedy to MFT/FTP

Hi All,

We are trying to integrate remedy with other systems and we need to send our 
Workinfo including attachments, But our middleware is not able to support more 
than 2 MB through web service and we need to send more than that. It there any 
possibility to send attachments to MFT or FTP or any cloud storage and get the 
the URL path of that ?
Please let me know if someone already done this kind of integration .
--
Regards,
Dinesh Kumar.
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Re: How to send the Incident Work log, Status ...etc updates to third part via web service?

[Lee Cullom]

PowerBI does this by default with data notifications.  It would be available on 
mobile too, which would be a bonus.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhi$hek
Sent: Monday, July 17, 2017 9:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to send the Incident Work log, Status ...etc updates to third 
part via web service?

**
Seperate entry.

On 17-Jul-2017 6:57 PM, "Grooms, Frederick W" 
<frederick.w.gro...@xo.com<mailto:frederick.w.gro...@xo.com>> wrote:
It really depends on how the 3rd party requires the data.
I.e.  Does it want the updates in 1 large field or each update as a separate 
entry?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Abhishek 
Anand
Sent: Monday, July 17, 2017 7:52 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: How to send the Incident Work log, Status ...etc updates to third part 
via web service?

Hi Experts,

Please could you assist in designing the flow for below scenario in Remedy 
8.1.02:-

How to send the Incident Work log, Status ...etc updates to third part via web 
service?

Early response will be highly appreciated.

Cheers,
AA.

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Re: People were wondering is there going to be a conference this year?

[Lee Cullom]

Whew, great job.  These things require so much planning.  Good luck!



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Thursday, April 6, 2017 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: People were wondering is there going to be a conference this year?

**
Great news Dan,

I have fond memories of the last time you guys ran the WWRUG annual 
conferences. I'll be sure to be there in November.

Looking forward to it.

Rod

On 6 April 2017 at 09:32, Daniel Bloom 
<daniel.bl...@danielbloom.ca<mailto:daniel.bl...@danielbloom.ca>> wrote:
**
BMC Software and the Tools, Technology & Training (T3) community are listening 
and you have been heard! We are excited to announce the launching of the first 
‘T3: Service Management & Automation Conference’ to be held from 6 to 10 
November 2017 at The Palms Hotel and Casino in Las Vegas. The conference is 
being put on by TTT: Tools, Technology & Training Company. As the Flagship 
sponsor, BMC Software is providing the conference with full support in running 
the conference. Together, we plan to bring to you a robust conference focused 
on the Tools, Technology and Training that you need to succeed in your roles 
and accomplishing your business needs! We will have full details relating to 
the conference coming out soon, as well as, the announcement for a call for 
papers. We look forward to seeing you all in Vegas!

Dan
p.s. the Directors are Lenny Warren, Phil Bautista, Arnold Noche, Victoria 
Schmidt  and myself so you know this is going to be great!
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: SmartReporting over SSL in DMZ

[Lee Cullom]

Ick, not only will this be a nightmare to configure, but then the performance 
is going to be a disaster.  Turn back!



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vinod Gaidhani
Sent: Wednesday, December 7, 2016 1:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: SmartReporting over SSL in DMZ

**
Hi Brian,

We also had similar situation not for smart reporting but for actual midtier 
access, basically you will need help from your network team which generally ask 
you to host one midtier in DMZ zone [public ip] which in turn talks to your 
private network setup. Not sure how much BMC can help here considering its 
internal to your infra/network but can take guidance from them for performance 
perspective.

Thanks,
Vinod Gaidhani.

On Dec 7, 2016, at 6:14 PM, Brian Pancia 
<panc...@finityit.com<mailto:panc...@finityit.com>> wrote:
**

Trying to setup SmartReporting over SSL in a DMZ.  DMZ users are using a public 
IP and the servers have private IP's setup.  We can setup everything behind the 
firewall using private IP's.  Using the private IP's doesn't work from a user 
standpoint, so we need to use the public IPs for the SmartReporting/Mid-Tier 
config.  This is a standard web architecture from a security standpoint.  The 
configuration in Mid-Tier controls the Smart Reporting link in ITSM.  I'm not 
sure what else it does.  Support has not been able to find an answer for this.  
Has anyone else been able to get this configuration to work.  We are on 9.1



Thanks,



Brian


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Re: Issue related to 32 Bit AR ODBC Driver

[Lee Cullom]

Oh jeesh – Have you seen our YouTube channel?  Please, for the love of all that 
is Remedy, have a look by clicking on my little link below.  MS Analysis 
Services is way, way better for automating all of this, not to mention the fact 
that you can also use Tableau and PowerBI with it.  Have a look!  
http://www.youtube.com/user/northcraftanalytics



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, November 4, 2016 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issue related to 32 Bit AR ODBC Driver

**
You are going to need an ODBC to JDBC bridge as Microsoft products do not 
support JDBC directly

Do a Google search on “odbc-jdbc bridge”

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of sriram pm
Sent: Friday, November 04, 2016 8:51 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Issue related to 32 Bit AR ODBC Driver

**
Hi Carina & Mark,

I am using Oracle more over remedy credentials is easier to access then to go 
for an oracle account as we need to request for a service account:( which 
is a tedious process.

Since it is Microsoft Share Point I cannot use JDBC Driver.

Thank you,
Sriram.


On Fri, Nov 4, 2016 at 6:51 PM, Burns, Carina 
<carina.bu...@risd.org<mailto:carina.bu...@risd.org>> wrote:
**
What database are you running?  Instead of the AR ODBC driver, why not try a 
64-bit ODBC driver for the db?  I use an oracle odbc driver for my reporting.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of sriram pm
Sent: Friday, November 04, 2016 6:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Issue related to 32 Bit AR ODBC Driver

**
Dear Experts,

We have a Dashboard in Share-point which publishes Reports in Excel.

We have installed 32 Bit AR ODBC Driver in the Share Point 2013 Server and the 
report gets

refreshed when I run the report in an MS Excel Application but when I access 
the report using

the Browser where the report is published and try to refresh it throws an error 
as "Unidentified

ODBC Driver". We raised a Case with Microsoft and they say that an 64 Bit AR 
ODBC Driver

needs to be installed in the Share Point Server.  I am not able to find a 64 
Bit AR ODBC Driver.

Kindly help in fixing this issue.

Thank you,
Sriram.
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: BMC Dashboards Query

[Lee Cullom]

Here are some good examples of what you should be building:

https://youtube.com/user/northcraftanalytics - There are examples for BMC 
Remedy on there.  You can simply re-use the concepts for BMC Dashboards.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ananthakrishnan
Sent: Friday, October 21, 2016 1:23 AM
To: arslist@ARSLIST.ORG
Subject: BMC Dashboards Query

**
I have a query pertaining to BMC Dashboards. Hopefully someone from our group 
can clarify this for me.

BMC Dashboards version -  7.7.02.01
Remedy version 9.x
Windows Server 2012 R2 Enterprise

We want to know what kind of CIO Dashboards we can create in BMC Dashboards. 
Thanks for all your assistance.

--
Best Regards,
Anantha
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Re: need input about integration

[Lee Cullom]

We have a Netcool Analytics product, so I imagine we could set it up using our 
existing tools.  Ping me off list.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Amit B
Sent: Tuesday, August 30, 2016 2:36 AM
To: arslist@ARSLIST.ORG
Subject: need input about integration

**
Hello All,

has anyone aware of how to integrate IBM netcool with BMC remedyforce?

Regards,

Amit
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Send request

[Lee Cullom]

Ouch, there's probably an old API call that will never be updated due to EOL on 
the user tool.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Janne Olsson
Sent: Thursday, August 18, 2016 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Send request

Thanks for the answer, but unfortunatelly it didnt help. Send mail from office 
apps  (Excel, Word...) do work. It is only from User Tool it stopped working.
/Janne

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Re: Send request

[Lee Cullom]

Try this:

http://www.technipages.com/word-enable-send-to-mail-recipient-option

they may need to set their default mail client.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Janne Olsson
Sent: Thursday, August 18, 2016 6:17 AM
To: arslist@ARSLIST.ORG
Subject: Send request

Hi,
We run ARServer 8.1 with SQL Server.
Our users still prefer to use User tool 7.6.04 (and it works fine).
Recently we upgraded to Office 2016 and after that some users face a problem 
with the function File -> Send Request -> Mail Recipient.
The menu choice is disabled (grayed out).
Anyone else that have faced that problem and found a solution for it?

Thanks,
Janne

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Re: Off Topic - Before the List is Gone!

[Lee Cullom]

One last email to say farewell!  It all started for me in March, 1999 as an 
employee of Remedy corporation.  I had been married for 2 years and had 1 
little boy named Jake who was 1.

It's so crazy to think how much has changed in that time... and yet the AR 
System remains.  A stoic software application that has fought many battles 
against the mighty Magic, Heat, Track.IT, Tivoli Service Desk, Peregrine 
ServiceCenter, CA PhD, HP Openview Service Desk (formerly Prolin) and 
ServiceNow.  In the end, my opinion is that Fred Luddy was jealous of the 
ARsystem's success, saw the beauty of the ARSystem and tried to improve upon 
it.  Did he have an axe to grind against the mighty Doug Mueller?  One will 
never know.  He may have just believed that imitation was the sincerest form of 
flattery!

Anyway, It's been a long and fruitful journey with smart and (more importantly) 
funny people.  This has been an extremely valuable resource over the years.  
Thank you for keeping it going all this time!  I never would have been able to 
start a FUN (and profitable!) software company without the expertise, knowledge 
and culture of this whole ecosystem, so thank you  Especially Dan Bloom and 
Rick Cook!

And, I believe that the ultimate ARS List superstar of all time in the universe 
is

See our next newsletter for the answer. Hooo hooo hooo ha ha ha ha




Lee Cullom | President | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle
Sent: Monday, July 25, 2016 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Off Topic - Before the List is Gone!

**
Hi, Claire:

We're just an email away.  If you haven't already done so, you can still add 
yourself to the arslist group in BMC Communities.

Thank you for always being an active participant in our Remedy world.

Michelle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, July 25, 2016 10:52 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Off Topic - Before the List is Gone!

**
This list has been one of the most valuable tools during my entire Remedy 
career. We have seen so many ups and downs in  that time period!  Personal and 
professional!  I know there are times I would not have been able to solve a 
problem quickly and accurately without it!

1am?  5am?  2pm?  No problem.  The list and the amazing people that populated 
it were always there for me! Thank you! I will miss the list as much as I will 
miss Remedy.  There are so many people, I'm not going to/can't list them all...

Phil, Dan, Pat, Rick, Michelle, Warren, Teresa, Misi, Doug M, Jarl, Gid, Joe, 
Jason, Doug B., Tauf, Kelly D, Roger, Herb, Roger, LJ, David and on and on and 
on!

On August 29th (that is the planned date) we cut over to SNOW.

I won't be gone yet.  Remedy will still be around for at least a year.  Nothing 
new will be happening.  Just maintenance and archive mode!

Thank you all for being so fantastic!
Claire Sanford
Remedy Admin/Dev 12/1/1998 to sometime in 2016.

_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Is there an easy way to move all Change/Incident relationships from one CI to another CI?

[Lee Cullom]

Now you just need to easily report against all of that data.  If only there 
were a solution…



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>[cid:image004.jpg@01CD6684.40E6DBC0]<http://twitter.com/#!/NorthcraftIT>[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]<http://youtube.com/user/northcraftanalytics>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, October 26, 2015 6:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there an easy way to move all Change/Incident relationships 
from one CI to another CI?

**
LOL! I thinking of a few possibilities when I saw this post earlier but Ben is 
right, Meta-Update would make it very easy.

Jason

On Mon, Oct 26, 2015 at 12:20 PM Ben Chernys 
<ben.cher...@softwaretoolhouse.com<mailto:ben.cher...@softwaretoolhouse.com>> 
wrote:
**
Hi  Thad,

You know how to do it easily – Meta-Update ☺

Cheers
Ben

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Thad Esser
Sent: October-26-15 08:01
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Is there an easy way to move all Change/Incident relationships from 
one CI to another CI?

**
Hi,

Does anyone have ideas on the best way to reassign all related 
Changes/Incidents/etc from one CI to a different one?  We are working on 
cleaning up our CMDB, and are finding that we have two or more CIs that really 
represent the same thing.  The goal is to consolidate the CIs into one record 
and move all the ITSM relationships onto that one record.  The problem is that 
relationships to ITSM records (Changes/Releases/Incidents) exist across all of 
the duplicates, and each one can have 50+ relationships.  Moving them one at a 
time is painfully time consuming.  I was hoping something already existed that 
would help and I could avoid having to build anything new, which, of course, 
has its own opportunities to screw up.

Everything is 8.1, unpatched.

Thanks in advance for any thoughts.
Thad

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Re: ITSM 8 - Requested record is locked

[Lee Cullom]

Check and make sure that BMC Analytics/SAP BO isn't locking your records too. 



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct – 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Stone
Sent: Tuesday, September 22, 2015 7:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 8 - Requested record is locked

Brad,

Below is from BMCs KA KA401899, Hope it helps.

Brian


Randomly encountering "Requested record is locked by another user, please 
retry. (ARERR 566)" error message upon accessing a record.

LP: BMC Remedy AR System Server 8.1.00
DR: AR System 8.1.00

SQL Server 2008

Details: Randomly encountering  "Requested record is locked by another user,

please retry. (ARERR 566)" error message upon accessing a record.

Issue Summary: Remedy Error (ARERR 566)


Solution

Add/modify below parameters in ar.cfg file and restart arserver service.

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

and change Submitter-Mode: 2 to Submitter-Mode: 1

So the expected final settings are

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

Submitter-Mode: 1

Problem

Randomly encountering "Requested record is locked by another user, please 
retry. (ARERR 566)" error message upon accessing a record.

LP: BMC Remedy AR System Server 8.1.00
DR: AR System 8.1.00

SQL Server 2008

Details: Randomly encountering  "Requested record is locked by another user,

please retry. (ARERR 566)" error message upon accessing a record.

Issue Summary: Remedy Error (ARERR 566)


Solution

Add/modify below parameters in ar.cfg file and restart arserver service.

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

and change Submitter-Mode: 2 to Submitter-Mode: 1

So the expected final settings are

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

Submitter-Mode: 1

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Re: Who is using Remedy in a Cloud based environment, excluding Remedy on Demand

[Lee Cullom]

Keith,

To answer your question, less than 1% of the roughly 1,200 U.S. customers would 
be doing this today.  If people are hosting Remedy in a cloud, it's Remedy on 
Demand.  If they did, it would be with Amazon EC2.

Of course, you're a statistical anomaly to begin with, in that you've remained 
custom, which only about 10% of the U.S. customer base has done (roughly).  
Jason Miller pipe down, there aren't that many (in fact, there are about 120).  
It's actually a really smart thing to do from a cost perspective, so I'm not 
knocking it.  But, when BMC made the move to transition the customer base from 
custom to OOB ITSM, it really did work.  Buy vs. Build is a very powerful 
argument.

Philosophically, I think you should be ALL custom or nearly all OOB, due to 
reduced implementation costs.  This is theoretical too in that many times you 
could have a massive upgrade bill to upgrade something that hasn't really been 
heavily customized.

As an aside, interestingly, now that I'm seeing all of these ServiceNow 
implementations, it's like going back to Remedy Help Desk 4.0.  There isn't 
much there, so people customize the s%^ out of it.  Then, they run into huge 
upgrade bills... In theory, they would question why they made the move.  But, 
the fact is that the previous team that implemented the prior solution (that 
has been replaced) is no longer with the company 80% of the time.

So, what's the lesson?  If you're a developer, do NOT fight the new platform, 
you will be marked for death in your company.  If you want to stay in the 
Remedy space, begin the interviewing process as soon as you hear someone 
speculating that there might be a new platform, because that's just a political 
way of saying that it is a foregone conclusion (most of the time).

OT Lee, former Remedy lover, never a hater.

Lee Cullom | President | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]https://www.linkedin.com/company/1747717?trk=tyahtrkInfo=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft[cid:image004.jpg@01CD6684.40E6DBC0]http://twitter.com/#!/NorthcraftIT[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]http://youtube.com/user/northcraftanalytics
What is Northcraft Analytics? Find out in 87 Seconds. 
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THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sinclair, Keith
Sent: Tuesday, August 25, 2015 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Who is using Remedy in a Cloud based environment, excluding Remedy on 
Demand

**
Hey,

How many of you are hosting your Remedy system(s)  in a cloud-based 
environment? If you are then:


1.  What version?

2.  Custom apps or ITSM or both?

3.  Which OS  DB combo used?

4.  Any integrations?

5.  Pros  cons for moving to cloud?

I've been asked to look into moving our custom app environment into the cloud 
and I wanted to get as much real-world info as I can.

Thanks,

Keith Sinclair
Remedy Development
ShopperTrak Chicago, USA
O 312.676.8289
ksincl...@shoppertrak.commailto:ksincl...@shoppertrak.com | shoppertrak.com
Retail Profitability, Improved.

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Cross Trained in CA-SDM

[Lee Cullom]

LOL.  I worked there.  It is the biggest piece of garbage on the planet.  
HTMPL… what more can I say?  Google, “CA SDM HTMPL” for the beginning of your 
journey in becoming a dumber person for having learned a different technology.

Yes, learning CA SDM is the one technology that actually makes you know less 
about technology.  It is a paradox… and a freak of “nature”… Of course, there 
is nothing natural about CA SDM.  It is the ITSM equivalent of running Lotus 
Notes as an email server.  It is the Palm Pilot of ITSM.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[cid:image003.jpg@01CD6684.40E6DBC0]https://www.linkedin.com/company/1747717?trk=tyahtrkInfo=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft[cid:image004.jpg@01CD6684.40E6DBC0]http://twitter.com/#!/NorthcraftIT[http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]http://youtube.com/user/northcraftanalytics
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, August 25, 2015 12:15 PM
To: arslist@ARSLIST.ORG
Subject: OT: Cross Trained in CA-SDM

**
Long shot request here.
If anybody on the list is cross trained on CA Service Desk Manager, please 
contact me offline. I have a couple of basic workflow questions I’d like to run 
by you. I think I have some CA folks in my sandbox trying to blow some smoke 
around and I want to clarify a couple things with somebody knowledgeable with 
CA that I can trust.

Thanks,
Tim
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Re: Is there a plugin for Tivoli monitoring for configuring performance-monitoring service targets in BMC SLM?

[Lee Cullom]

Service Impact Manager exists, it just has a new name.  There is a plugin for 
Netcool somewhere.  It might be called Omnibus? 

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of jjohnson
Sent: Thursday, June 25, 2015 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a plugin for Tivoli monitoring for configuring 
performance-monitoring service targets in BMC SLM?

Thanks Patrick, but that document is from 2003. :) It doesn't look like BMC 
Service Impact Manager even exists anymore. The document also doesn't specify 
how it would integrate with SLM. 



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Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

[Lee Cullom]

JS – It is true, but there are a heck of a lot of queries to fix.  In fact, 
there are some queries that just can’t ever be efficient (if they are 
analytical in nature).  There are some additional query technologies that can 
be used if this is the case - ☺

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
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What is Northcraft Analytics? Find out in 87 Seconds. 
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THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, February 24, 2015 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

**
Actually — I am wondering … do people agree with this fundamental assumption 
that the more records the worse the performance?

To me — that is only for “inefficient queries” and — for the most part - even 
if you archive — you will still have a slow system.

Do people agree with that??? And if so — isn’t the right solution - to “fix the 
queries”.

I know this — archiving roughly doubles” the reporting headaches, workflow 
headaches, maintenance headaches.

-John



On Tue, Feb 24, 2015 at 3:39 PM, Ben Chernys 
ben.cher...@softwaretoolhouse.commailto:ben.cher...@softwaretoolhouse.com 
wrote:
**

Hi Folks,



As enterprises have been using ITSM for some time now, they have accumulated 
Incidents, Changes, and other “root requests” that are closed, old, and can be 
archived.  These data have slowed down searches and the ITSM application 
responses.  Moving these data into Archive tables speeds up database search and 
retrieval from the high-use, active ITSM tables.





ITSM Challenges



BMC Remedy OOTB Archiving handles each table independently. In fact, an ITSM

Incident comprises many records in many forms — a tree of dependent records.



Further, if an Incident is associated with a Change that is not archive ready, 
then that

Incident too, must not be archived.

[Meta-Archive for an ITSM Incident]


Introducing Meta-Archive




Your Benefits


Software Tool House's Meta-Archive solves all ITSM Archiving challenges and 
implements your archiving rules. We make it easy! Handle customers and classes 
of tickets differently, add your customized forms easily — all in a simple 
spreadsheet.

Archive forms are automatically generated. Associations are checked and 
reported.



Meta-Archive delivers

• All associations are checked before a record is archived.

• The entire tree of records is archived before any deletions are done.

• Different archival ages can be set for different customers or classes 
of tickets.

• Different ages for associations can be set.

• It is easy to add any customized tables to the tree.

• It is easy to change or add archival targets: Archival forms, 
different servers, SQL databases, the file system.

• We get you going in a few hours with no server changes, no 
development project, no headaches.



More Information



Meta-Archive Homehttp://softwaretoolhouse.com/product/SthArch/

Meta-Archive Overview Leaflet 
http://softwaretoolhouse.com/product/SthArch/Meta-Archive-Overview-Leaflet.pdf

Management 
Overviewhttp://softwaretoolhouse.com/product/SthArch/Meta-Archive-MgmtOview.wmv
 – Windows Movie (10 min.)

Meta-Archive Fact 
Sheethttp://softwaretoolhouse.com/product/SthArch/Meta-Archive-Fact-Sheet.pdf

ITSM Archiving White 
Paperhttp://softwaretoolhouse.com/product/SthArch/Meta-Archive-White-Paper.pdf


•  automating the data archiving process using purpose-built archive systems 
make production systems run better

•  searches are quicker and use less resources resulting in faster ITSM 
application responses

•  increased support personnel performance and satisfaction

•  production performance is

•  unaffected by information growth


















If you are interested in a presentation or a trial, please contact us at 
sa...@softwaretoolhouse.commailto:sa...@softwaretoolhouse.com

Cheers,
Ben Chernys
Senior Software Architect
[Description: logoSthInc-sm]

Canada / Deutschland
Mobile:  +49 171 380 2329tel:%2B49%20171%20380%202329GMT + 1 + [ DST ]
Email

Re: Any interest in a San Diego RUG meeting?

[Lee Cullom]

If you need a sponsor, let us know.  We have a new customer in the area that 
might be able to present if you’re in need.

Sincerely,

Lee

Lee Cullom | President |  Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 20, 2015 5:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any interest in a San Diego RUG meeting?

**
Yup, I am interested.

Jason

On Fri, Feb 20, 2015 at 8:24 AM, Rick Westbrock 
rwestbr...@24hourfit.commailto:rwestbr...@24hourfit.com wrote:
**
It has been many years since I met other local Remedy developers (besides Jason 
Miller), is there any interest out there in an SDRUG meeting? I will have to 
check into whether I can use one of our meeting rooms to host at our Carlsbad 
office or not; since I don’t know anyone else is welcome to volunteer to host. 
If there is enough interest maybe we can get back to quarterly (or maybe 
semiannual) meetings to keep in touch.

Cheers,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
[email_sig]

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Re: Crystal reports setup in remedy

[Lee Cullom]

GB,

I believe the ODBC driver has been deprecated at this point, but it might still 
work, someone should be able to verify.  Can anyone confirm?  In any case, you 
can use our connector as long as you are using the ITSM applications.  It works 
for ServiceNow, SCOM, SolarWinds and a few other enterprise IT apps too.

Thanks,

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of GBGupta
Sent: Thursday, February 12, 2015 11:09 PM
To: arslist@ARSLIST.ORG
Subject: Crystal reports setup in remedy

 arslist@ARSLIST.ORG
X-Mailer: iPhone Mail (11D167)

Hi, wondering if I can integrate custom crystal report into Remedy 8.1? 
I want to add it to the Report form so I can schedule it or run adhoc like 
other out of the box  crystal reports.
Any help is highly appreciated!


Sent from my iPhone
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Re: BMC Software has Rebranded

[Lee Cullom]

I think it’s pretty… because Northcraft is orange too.  Anyway, the menus don’t 
work on Chrome.  That is an issue.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carin Grobler
Sent: Tuesday, October 07, 2014 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Software has Rebranded

**
I love it

On Tue, Oct 7, 2014 at 8:16 AM, Patrick Zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
**
Sorry guys it might just be me.. I am on firefox beta 33

On Tue, Oct 7, 2014 at 9:11 AM, Patrick Zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
Go the the front BMC webpage, and select products : then hold your mouse 
pointer over the top banner area...
It goes crazy...
Jumping in and out of focus

On Tue, Oct 7, 2014 at 8:55 AM, Patrick Zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
no they are prettier

On Tue, Oct 7, 2014 at 8:53 AM, Patrick Zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
Oh wait!  are they owned by  dunder mifflin now
signed: the office

On Tue, Oct 7, 2014 at 8:39 AM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
This must be why bmc.com/supporthttp://bmc.com/support was down all of 
yesterday.

Yeah, I preferred the prior color scheme.  For some reasons the new design of 
their site makes me think it's what the Cleveland Browns would do with a 
generic Wordpress template if hired to make an site for Dunder Mifflin Paper 
Company.  The logo says V or W more than B and looks like a bad guy from 
a late 1970's arcade game.

That being said, I don't really care about such things as long as their 
software does what we need, I just think BMC is going through too much effort 
to appear to be a trendy new startup rather than the ITSM market leader.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
D'Souza
Sent: Tuesday, October 07, 2014 7:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC Software has Rebranded

Not sure I care about the new logo and the new colour scheme.

Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
Sent: Tuesday, October 07, 2014 8:11 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC Software has Rebranded

Hideous

Sent from my iPhone

 On Oct 7, 2014, at 6:55 AM, Jeff Lockemy 
 jlock...@gmail.commailto:jlock...@gmail.com wrote:

 Good Morning,

 BMC Software is rebranding and is now just BMC, with a new logo and
 color scheme.  Check out their new website.  I know they are doing
 some restructuring and refocusing within their product lines too.  I
 am sure
more
 news will follow.

 Cheers,
 Jeff



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 bmc.jpg


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Private and confidential as detailed here: 
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link, please e-mail sender.

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Re: Importing Data from Remedy to SharePoint Calendar

[Lee Cullom]

Importing is simple, just google the SharePoint calendar web part, you'll see.  
And, make sure you have a SharePoint admin to set you up with the right 
permissions.

It's real-time that is harder.  For some reason, Microsoft doesn't provide an 
out of the box query interface to SQL SERVER from a SharePoint Calendar.  
However, you can achieve with a nice little web services interface via a custom 
web part.  If you want to make it look nice, you can add a little AJAX to spice 
things up... and get some hover actions going.  

Grumble.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Monday, September 08, 2014 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Importing Data from Remedy to SharePoint Calendar

I believe Panacea have a tool for this type of task?


John

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Re: Big day for BMC, they put on their big boy/girl pants and open up docs to the World

[Lee Cullom]

Agreed.  If you’re going to kick BMC when they’re down, you need to praise them 
when they’ve done well.  GOOD MOVE.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Wednesday, August 13, 2014 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Big day for BMC, they put on their big boy/girl pants and open up 
docs to the World

**
This is a big step in the right direction.

Axton Grams

On Tue, Aug 12, 2014 at 3:39 PM, Boyd, Rebecca 
boy...@wfu.edumailto:boy...@wfu.edu wrote:
**
Jason,

This just made my life easier because I no longer have to be Gatekeeper to the 
Documentation. What a relief.

Thanks for sharing.

Rebecca


On Tue, Aug 12, 2014 at 2:05 PM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**
After years of wondering what was being kept so secret and giggling that BMC 
thought their IP was actually being kept from competitors by requiring username 
and password, docs.bmc.comhttp://docs.bmc.com is now publicly available.

Announcement about open access and improved experience on 
docs.bmc.comhttps://communities.bmc.com/groups/bmc-product-documentation/blog/2014/08/12/announcement-about-open-access-and-improved-experience-on-docsbmccom

I did a quick Google search to see if could get a hit from 
docs.bmc.comhttp://docs.bmc.com, nothing yet but it might take a little time 
to get ranking.

Jason
_ARSlist: Where the Answers Are and have been for 20 years_



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Application Administrator
Wake Forest University
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Re: ADV: Cherwell Webinar

[Lee Cullom]

Here are my thoughts below in-line for the questions on BMC Remedyforce... I 
would definitely watch the demonstration.  This product could play a large role 
in the future of ITSM.


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grassi, Christopher
Sent: Wednesday, August 06, 2014 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Cherwell Webinar

**
Yes to all those :)

160,000+ customers use the SF platform to run their business. Over 1B 
transactions a day. Pretty impressive stuff. Full API capability, visualforce 
layer for HTML style coding, apex layer for server side scripting, workflow 
rules, approvals, realtime analytics and dashboards, eclipse developer tools, 
3rd party developer tools, 5 min upgrades, objects are instantly mobile, etc.

Now, there are some limitations but they all serve a purpose and are in place 
for a reason.  Salesforce is also very good about making all platform 
limitations well known/published. Example - 500 fields per object.

I can go into these in my session as well.



Sent from my iPhone

On 5 Aug 2014, at 22:13, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
That sounds too good to be true.

But at the same time we should try answering a very important question as 
honestly as we can. When building such inter product comparisons, are we 
attempting to compare apples to oranges.

Is it as robust as the other? BMC Remedyforce is not as robust, but that's 
partially the point.  Robust functionality can impact usability.  BMC 
Remedyforce is primarily designed to compete with the simplicity of ServiceNow 
at a better price point.  If you want deep functionality, look at BMC Remedy 
ITSM.
Is it as scalable? BMC Remedyforce is more scalable and faster than Remedy for 
the reasons Chris mentioned.  Salesforce.com is larger than BMC.
Is it as flexible when used as a development tool?  BMC Remedyforce is 
extremely flexible.
Is it even a development tool?  Yes it is.  Remedyforce is an application built 
natively on the salesforce.com platform.
How easy is it to customize?  It depends what you want to do.  It has a WYSIWYG 
editor for adding fields for the forms interface.  The scripting is more 
difficult than AL/Filters/Escalations, do some googling on APEX - 
https://developer.salesforce.com/page/Basic_Apex_Script
What are implementation timelines? They're usually shorter because smaller 
companies buy it.  The large companies that purchase it spend a long time 
deploying it... longer than Remedy... much like ServiceNow.  As an example, I 
would offer up Catalina Marketing in Florida.  That being said, if a company 
has an existing salesforce.com development team in house, it would be very 
attractive to consider as an option.
Does it encompass a broad spectrum of solutions under one umbrella?  Yes, in 
fact, way more than BMC Remedy due to the salesforce.com appexchange.

All that being said, BMC Remedy ITSM... for a large organization with complex 
requirements... would be a faster and less expensive implementation overall on 
average with more automation capability.  A big gap in Remedyforce is workflow 
automation.  That is a major difference that can produce implementation deal 
killers.

You get the drift..

If it doesn't fail, doesn't have jobs that fail, has no performance issues, 
does not face overload issues, etc. could mean nothing when you answer many 
similar questions as above.

WITH ALL THAT said, sure, I would be interested to see what it is like.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grassi, Christopher
Sent: Tuesday, August 05, 2014 4:46 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ADV: Cherwell Webinar

Yes - It's a different product but the design pulls a lot features and 
functions from Remedy ITSM as well as SDE.  Also from a platform perspective 
some would say it's a better product because it's True PaaS with the trusted 
salesforce platform behind it. Every Remedyforce Go Live we have

Larry Garlick is back!

[Lee Cullom]

Hey all you ex-Remedy employees out there...  You're invited... and Larry is 
paying.

https://www.linkedin.com/groupAnswers?viewQuestionAndAnswers=discussionID=5900685101196390402gid=132120goback=#commentID_null


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, August 04, 2014 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

I think it might have to do with the Report Definitions form.

I'm going to check that out.

I don't think it's display only, but I'll check.

I'll keep everyone posted.

Thanks!

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, August 04, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

** 

Check the entry mode for that attachment field in your attachment pool..
Has it somehow been created as a Display Only attachment?

 

Joe

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, August 04, 2014 12:43 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

 

We just set up a brand new 7.6.04 SP5 system and are migrating over our reports.

 

The records moved over, but all of the Web Report attachments did not.

 

I tried manually exporting the attachment from our 7.6.04 SP2 system and adding 
the attachment to the new system and when I save, the attachment field just 
blanks out. 

 

We've tried migrator, user tool, midtier, etc

 

Has anyone experienced this before?

 

It looks like on the Web Reports.  AR Report attachments came over just fine.

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 

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Re: OT - Larry Garlick is back!

[Lee Cullom]

Well, Larry Garlick is the founder and CEO of good ole' Remedy Corporation.  
For me, as an employee, my experience of Larry is summed up as follows:

- He played on the company softball team.
- He cared about customers and customer service.
- He cared about the software.
- In 2000, after we missed our quarterly number for the 1st time, he was 
emotional on a conference call, personally announcing the layoffs.  He 
certainly could have had someone else deliver the bad news, but he did it 
personally.  

From what I know, he's a kind person that built a truly great culture.  He 
sold off Remedy to Peregrine for a considerable sum of money, but that doesn't 
tell the whole story.  At the time it really seemed like Peregrine was taking 
away our market share.  I'm fairly certain that Larry believed that.  Later we 
found out that Peregrine had completed fabricated their financials which 
probably would have changed Larry's decision.  

In fact, Remedy Corporation is absolutely an inspiration for the culture that 
we would like to build at Northcraft Analytics.

Oh yeah, and he's paying for the drinks!!!

Lee



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, August 04, 2014 3:57 PM
To: arslist@ARSLIST.ORG
Subject: OT - Larry Garlick is back!

For those of us that are not Alum... tell us about him and what he is doing 
ect... that has you so excited!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Monday, August 04, 2014 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Larry Garlick is back!

Hey all you ex-Remedy employees out there...  You're invited... and Larry is 
paying.

https://www.linkedin.com/groupAnswers?viewQuestionAndAnswers=discussionID=5900685101196390402gid=132120goback=#commentID_null


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | 
http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, August 04, 2014 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

I think it might have to do with the Report Definitions form.

I'm going to check that out.

I don't think it's display only, but I'll check.

I'll keep everyone posted.

Thanks!

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, August 04, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

** 

Check the entry mode for that attachment field in your attachment pool..
Has it somehow been created as a Display Only attachment?

 

Joe

 



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Monday, August 04, 2014 12:43 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

 

We just set up a brand new 7.6.04 SP5 system and are migrating over our reports.

 

The records moved over, but all of the Web Report attachments did not.

 

I tried manually exporting the attachment from our 7.6.04 SP2 system and adding 
the attachment to the new system and when I save, the attachment field just 
blanks out. 

 

We've tried migrator, user tool, midtier, etc

 

Has anyone experienced this before?

 

It looks like on the Web Reports.  AR Report attachments came over just fine.

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com

 

 

_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist:
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Re: OT - Larry Garlick is back!

[Lee Cullom]

What has me excited - he's been incognito since 2002 doing what I understood to 
be philanthropy work.

And, I thought there might be quite a few ex-Remedy employees on the list that 
possibly didn't see the LinkedIn posting.

Also, The Remedy community is hardly exclusive, so even if you weren't a part 
of the LinkedIn group... And were interested in stopping by to say hi to old 
friends... I'm sure it would be fine... Nay... Appreciated.  The Arslist is a 
testament to the fact of our mutual glasnost.



Lee Cullom
678-438-7244

From: Jason Millermailto:jason.mil...@gmail.com
Sent: ‎8/‎4/‎2014 5:04 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: OT - Larry Garlick is back!

**
Even if you use LinkedIn it is an ex-Remedy Corp. employees only group.  You 
can't get to the link unless you are a member of the group and you can't become 
a member of the group unless you worked for Remedy, Peregrine or BMC before 
2007.


On Mon, Aug 4, 2014 at 2:00 PM, Shellman, David 
dave.shell...@te.commailto:dave.shell...@te.com wrote:
Ok,  you helped explain for the new folks.

I think what Claire and the rest of us that don't use LinkedIn are trying to 
understand is what the link is saying that you are so exited about.

Dave

 On Aug 4, 2014, at 4:48 PM, Lee Cullom 
 lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
  wrote:

 Well, Larry Garlick is the founder and CEO of good ole' Remedy Corporation.  
 For me, as an employee, my experience of Larry is summed up as follows:

 - He played on the company softball team.
 - He cared about customers and customer service.
 - He cared about the software.
 - In 2000, after we missed our quarterly number for the 1st time, he was 
 emotional on a conference call, personally announcing the layoffs.  He 
 certainly could have had someone else deliver the bad news, but he did it 
 personally.

 From what I know, he's a kind person that built a truly great culture.  He 
 sold off Remedy to Peregrine for a considerable sum of money, but that 
 doesn't tell the whole story.  At the time it really seemed like Peregrine 
 was taking away our market share.  I'm fairly certain that Larry believed 
 that.  Later we found out that Peregrine had completed fabricated their 
 financials which probably would have changed Larry's decision.

 In fact, Remedy Corporation is absolutely an inspiration for the culture that 
 we would like to build at Northcraft Analytics.

 Oh yeah, and he's paying for the drinks!!!

 Lee



 Lee Cullom | Northcraft Analytics
 IT Metrics Specialist | Business Intelligence for ITSM
 Direct - 678-438-7244tel:678-438-7244 | http://www.northcraftanalytics.com
 Main - (678) 664-ITSM

 What is Northcraft Analytics? Find out in 87 Seconds.


 THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
 CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY 
 AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS 
 LLC (If such an agreement is in place).

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of 
 Sanford, Claire
 Sent: Monday, August 04, 2014 3:57 PM
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: OT - Larry Garlick is back!

 For those of us that are not Alum... tell us about him and what he is doing 
 ect... that has you so excited!

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Lee 
 Cullom
 Sent: Monday, August 04, 2014 2:07 PM
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: Larry Garlick is back!

 Hey all you ex-Remedy employees out there...  You're invited... and Larry is 
 paying.

 https://www.linkedin.com/groupAnswers?viewQuestionAndAnswers=discussionID=5900685101196390402gid=132120goback=#commentID_null


 Lee Cullom | Northcraft Analytics
 IT Metrics Specialist | Business Intelligence for ITSM Direct - 
 678-438-7244tel:678-438-7244 | http://www.northcraftanalytics.com
 Main - (678) 664-ITSM

 What is Northcraft Analytics? Find out in 87 Seconds.


 THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
 CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY 
 AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS 
 LLC (If such an agreement is in place).

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, 
 Lisa A DLA CTR INFORMATION OPERATIONS
 Sent: Monday, August 04, 2014 1:42 PM
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: Re: 7.6.04 SP2 to 7.6.04 SP5 Report Weirdness

 I think it might have to do with the Report Definitions form.

 I'm going to check that out.

 I don't think it's display only

Re: Cherwell

[Lee Cullom]

Maybe they have been able to learn from the legacy vendor's mistakes and really 
have built the next generation of ITSM?


To some extent that’s true, but… No, they haven’t built the next generation of 
ITSM.  It’s the same basic architecture as Frontrange ITSM… because the 
founders left there and re-wrote that pile of stank.  It’s good though.  It’s 
basically just like Remedy architecture-wise… with a Microsoft codebase 
instead… and cheap.  So, they’re winning some deals for sure.  Another thing 
is… they’re nice people who care about customers.  So, it’s a good product, but 
not revolutionary.  If Microsoft were smart/cared about applications and not 
just the below the line technologies… they would buy Cherwell because Microsoft 
SCSM is actually worse than CA Service Desk Manager.  Wow.  If you’re on Remedy 
now though, it wouldn’t probably make sense to switch.  Also, they have a 
horrific CMDB.  Wow is it bad.  People give ADDM/Atrium a hard time… but they 
really shouldn’t, it’s a technical marvel that works.

Anyway, your SNOW Wiki joke was funny yesterday.  Sorry for the lack of props 
on that.  Props given.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, July 31, 2014 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Cherwell

**
While the discussion of BMC ITSM replacements is fresh has anybody used or know 
much about Cherwell?

http://www.cherwell.com

I had a demo a while back and it seemed there is a lot to like about it.  
Fortunately he was a technical guy so I was able to dig in and get some 
under-the-hood answers.  Many things almost seemed too good to be true.  That 
is why I want to ask if anybody has actually seen how well it is working in a 
real customer environment?

Maybe they have been able to learn from the legacy vendor's mistakes and really 
have built the next generation of ITSM?

Jason
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: ENGAGE

[Lee Cullom]

I like what Howard said too, so to add a bit more from my perspective…

On implementation time and upgrades… very simply put… ServiceNow is definitely 
longer as a result of the fact that they have only recently released (in the 
business edition only) implementation accelerators that have been present in 
BMC foundation and advanced configuration (data-driven configuration vs. 
customization) for many versions.  ServiceNow does have an advantage in request 
management currently, so be careful BMC’ers.  It remains to be seen if MyIT 2.5 
will deliver a competitive knockout punch.  It might, based on what I’ve heard, 
but BMC should definitely address this in the conference.  On CMDB, the Neebula 
acquisition by ServiceNow might get them into the game… because ADDM/CMDB is 
absolutely better than SNOW’s current CMDB release (which is literally a joke 
due to it’s lack of reconciliation capabilities).

If I were BMC, I would go into depth in these areas… and assume that the people 
in the audience listening are smart enough to understand what is being 
presented.  In other words, add advanced sessions.  Because, the trusted 
advisors in organizations (whether they be outside or inside) have advanced 
knowledge about these topics… otherwise they wouldn’t be trusted advisors!


Lee Cullom | President | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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What is Northcraft Analytics? Find out in 87 Seconds. 
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THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Wednesday, July 30, 2014 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Well said Howard !

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Wednesday, July 30, 2014 8:32 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
John,

I do agree with what you wrote, and would like to add.

That our world is changing and we need to prepare for those changes.
We know that SNOW is knocking on BMCs door, with its pretty UI and fast (per 
their sales department) development/implementation time. And we know that 
others are out there as well (since they see they can make money).

So I am looking for this meeting not just to show me how to fix bad code or 
create new items, but on what are BMC’s future plans. To see if they have the 
vision to address these new comers to our world, or if they don’t.

Also maybe BMC will see this thread and add some technical sessions.

However, (at least in my view) we need to look a little into the future that 
BMC sees and then think about what is the best for the companies we work for 
(and with) and ourselves.

Just my thoughts,

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, July 29, 2014 5:11 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: [arslist] ENGAGE

**
Thanks for the plug Mr. Baker.

Good one.

I don’t think you will find any BMC Remedy specific stuff at KEG.

BUT*** - you will definitely find stuff on how to make your BMC Remedy system 
nicer/easier to manage and how to do even more with the system you already have.

Also - I will throw in — this is not a new complaint/issue for BMC RUG — this 
has been the issue for quite awhile.

Ultimately - the ARSList is looking for a Remedy development only event. (Not 
even ITSM)

If BMC (or somebody else) would create it — it would be helpful — and therefore 
people would expand their existing system.

A “sticky system” is a system that solves your needs in unique ways that are 
not easily replaceable. But - if your goal is to be out of the box and ITIL 
(Blah blah blah). Well, you just made it very easy for your competitor to 
displace you. Where - the only differentiator of meaning is price — and that is 
not a fight BMC wants to be in (or most any company for that matter).

A “sticky system” is one that you can make yours. So BMC would be wise in 
encouraging that, making it be easy and the “norm” to do so.

Educate - and it can happen.

Show everybody new features for out of the box - and you simplify your 
replacement strategy for your

Re: ENGAGE

[Lee Cullom]

Guys,

Whoa.  ServiceNow is super-customizable.  It’s like Remedy Help Desk 4.0.  
Simple application… and easy to customize.  Of course, that’s also considered a 
downside (as we all know).  You can do anything with ServiceNow, but 
Javascripting skills are required.  Also, they don’t have the concept of 
overlays, so if you customize a “script include”, you are in over your head 
come upgrade time.  They have just released their 1st version of “App Creator” 
which is a direct assault on AR System development studio/Remedy Administrator.

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
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http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
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THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, July 30, 2014 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
It's probably customizable in the same way that FrontRange is technically 
customizable, but only using a proprietary BPML programming interface.  That's 
not as easy to learn or quick to work in as the AR System interface, nor is it 
as flexible or as extensible.  I've yet to see a faster prototype engine than 
the AR System, and have also yet to see a business process that it can't be 
made to track.
Rick

On Wed, Jul 30, 2014 at 8:32 AM, John Baker 
jba...@javasystemsolutions.commailto:jba...@javasystemsolutions.com wrote:
Joe

I thought SNOW was customisable to an extent, and in a sense, BMC are
pushing exactly the same concept, ie overlays, painful to change
something, a sense that core ITSM is all that really matters etc.
Customisation is a double edged sword: it's very powerful, but it's very
expensive to support.


John

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Re: ENGAGE

[Lee Cullom]

Joe - Definitely not true.  You can look this up on the ServiceNow Wikipedia.  
It is easier to add fields in AR System Dev Studio, but not by much.  Plus, 
ServiceNow leads in personalization.  Also, you can't put fields exactly where 
you want in ServiceNow, you have to put them in a general section... kind of 
similar to salesforce.com/Remedyforce.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, July 30, 2014 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Correct. And you cannot add fields - you can move them around to make the 
picture prettier. If you want a new field like for e.g. Alternate Requester 
Name - easily done in Remedy. Cannot be done in SNOW.

From what I heard, any change that impacts the data structure in SNOW is not 
possible. Is child's play literally in Remedy.

Agreed that could be a double edged sword. Very powerful if you know what you 
are doing - quite destructive otherwise.

Joe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, July 30, 2014 11:36 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
It's probably customizable in the same way that FrontRange is technically 
customizable, but only using a proprietary BPML programming interface.  That's 
not as easy to learn or quick to work in as the AR System interface, nor is it 
as flexible or as extensible.  I've yet to see a faster prototype engine than 
the AR System, and have also yet to see a business process that it can't be 
made to track.
Rick

On Wed, Jul 30, 2014 at 8:32 AM, John Baker 
jba...@javasystemsolutions.commailto:jba...@javasystemsolutions.com wrote:
Joe

I thought SNOW was customisable to an extent, and in a sense, BMC are
pushing exactly the same concept, ie overlays, painful to change
something, a sense that core ITSM is all that really matters etc.
Customisation is a double edged sword: it's very powerful, but it's very
expensive to support.


John
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: ENGAGE

[Lee Cullom]

That's true.  I think they've really got their sights set on salesforce.com.  
That is the leading PaaS in the world.  I was definitely disappointed that 
Remedy didn't get into the PaaS game at one time.  I know that BMC was 
discussing it.  However, they might have already inked their deal with 
salesforce.com - so it might not have been possible... or maybe they were too 
far behind.  All of that being said, BMC Remedy is the best and least expensive 
on-premise platform for Rapid Application Development for IT.

So - to Jason's point - if you're interested in the lowest operating 
costs/TCO... BMC Remedy has locked that up.  If I were BMC, I might just market 
that message!

If you want PaaS: Remedyforce/SFDC
If you want Internal Platform for lowest TCO: Remedy
If you want an inexpensive ITSM app only: ServiceCore



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, July 30, 2014 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**

Thanks for the correction. I thought it was not possible to modify structural 
definitions in their database.



The newer version (onsite option) seems to be an interesting direction they are 
headed in and definitely a competitor to the AR System as a developers 
platform..



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Wednesday, July 30, 2014 12:17 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

Joe - Definitely not true.  You can look this up on the ServiceNow Wikipedia.  
It is easier to add fields in AR System Dev Studio, but not by much.  Plus, 
ServiceNow leads in personalization.  Also, you can't put fields exactly where 
you want in ServiceNow, you have to put them in a general section... kind of 
similar to salesforce.com/Remedyforce.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
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What is Northcraft Analytics? Find out in 87 Seconds. 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, July 30, 2014 11:44 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Correct. And you cannot add fields - you can move them around to make the 
picture prettier. If you want a new field like for e.g. Alternate Requester 
Name - easily done in Remedy. Cannot be done in SNOW.

From what I heard, any change that impacts the data structure in SNOW is not 
possible. Is child's play literally in Remedy.

Agreed that could be a double edged sword. Very powerful if you know what you 
are doing - quite destructive otherwise.

Joe




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, July 30, 2014 11:36 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
It's probably customizable in the same way that FrontRange is technically 
customizable, but only using a proprietary BPML programming interface.  That's 
not as easy to learn or quick to work in as the AR System interface, nor is it 
as flexible or as extensible.  I've yet to see a faster prototype engine than 
the AR System, and have also yet to see

Re: ENGAGE

[Lee Cullom]

Well said there!  SNOW never did phase out all on-premise implementations.  
It's just too hard for them to do it.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
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CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, July 30, 2014 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Onsite version is the old version of Service Now since they say developed for 
the cloud.
At one point they claimed they were phasing out all onsite installations.

If they have changed their mind they have just weakened their message.

ServiceNow definitely wins in terms of simplicity and marketing. Needing to 
know only their stuff and java scripting keeps life simple too.

BMC loses in having lost sight of the biggest strength (IMHO) of Remedy, a 
really advanced development tool that they made a bit too difficult to use.

Most of ServiceNow messaging is based on the Remedy mantra of the 1990s and 
claiming to be built on the cloud etc.

I have said for 7 years now: give me the speed to do the simple back in 
Developer Studio, like we could in the Administrator tool.
[yes there are more advanced things and stuff like overlays that are great in 
Developer Studio, but for me that the simple takes forever now overrides the 
benefits, as I told the creators in 2007 when they first showed it].
Give me a lightweight application like ITSM7, or version 4..

Come to think of it, is there any functionality that isn't superior in Remedy 
ITSM Version 4.5.X than Service Now?

Keep the Simple Simple, make the difficult possible.

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: July 30, 2014 1:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**

Thanks for the correction. I thought it was not possible to modify structural 
definitions in their database.



The newer version (onsite option) seems to be an interesting direction they are 
headed in and definitely a competitor to the AR System as a developers 
platform..



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Wednesday, July 30, 2014 12:17 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

Joe - Definitely not true.  You can look this up on the ServiceNow Wikipedia.  
It is easier to add fields in AR System Dev Studio, but not by much.  Plus, 
ServiceNow leads in personalization.  Also, you can't put fields exactly where 
you want in ServiceNow, you have to put them in a general section... kind of 
similar to salesforce.com/Remedyforce.



Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
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What is Northcraft Analytics? Find out in 87 Seconds. 
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THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, July 30, 2014 11:44 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
Correct. And you cannot add fields - you can move them around to make the 
picture prettier. If you want a new field like for e.g. Alternate Requester 
Name - easily done in Remedy. Cannot be done in SNOW.

From what I heard, any change that impacts the data structure in SNOW is not 
possible. Is child's play literally in Remedy

Re: How can I increase user adoption?

[Lee Cullom]

Rick,

FYI - There is a newer version that includes Release Management (starts with 
ITSM 7.5 I think?) as a separate module, but you don't have to purchase it 
separately, you use Change Management user licenses for it.  That being said, 
it's fairly cumbersome for developers who are used to something like JIRA.  
This is a situation where you might want to look at JIRA and re-write it in 
Remedy.  If you show Change or Release management to developers, they're 
probably going to get very angry at you.  I hate to say this since my company 
offers a module for release management, but I've seen this so many times now 
that it's worth the warning.

BTW - JIRA takes it to the other extreme.  It's actually TOO flexible.  For 
example, if a developer wants to create their own new category on the fly for a 
software release... boom!  They just do it.  What happens to your reporting 
when anybody puts any category that they feel in their hearts is correct?  It's 
a nightmare.  SDLC and Agile both have their pros and cons... Right now though, 
it seems that the agile/PaaS/customization/innovation phase of the market is in 
full swing... while 
SDLC/Process/ITIL/Standardization/ConfigurationnotCustomization people are 
having a rough go of it.  Why can't we all just get along?

Lee

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, March 27, 2014 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: How can I increase user adoption?

**
Thanks  Shawn, I will look into tweaking CM to work for SDLC. We have a 
separate tool for deployment that is going a great job but the developers only 
use it for deployment, there is a separate system for the  SDLC stages I 
described earlier. If I can figure out what needs to be done to CM to make it  
work for the developers to track the full lifecycle and put a level of effort 
on it then that might be a good path to pursue. The real trick will be writing 
an integration between the SDLC tool and Remedy CM and CMDB though (e.g. being 
able to relate an Incident to a specific release). I wish I were on a newer 
version of ITSM that supported Release however.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, March 27, 2014 4:42 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: How can I increase user adoption?

**
We've highly configured (with only one small area of custom code and fields) 
our Change Management system to function for SDLC in our organization.  That 
being said, it's just the process, not the actual automation for code 
deployments and such.  The next phase is to integrate with TFS for our 
Microsoft programmers and SVN for our Java programmers, which I admit has been 
on a perpetual backburner while we focused on more critical stuff.  Still, it's 
in the roadmap, as soon as we finish some of the more critical things which 
seem like we're making progress on.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, March 26, 2014 4:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: How can I increase user adoption?

**
Thanks for the tips everyone, glad to see I was at least on the right track in 
some respects. Some users may not like that the WUT has reached its sunset but 
you are right, part of my job is to help them see why that is actually a good 
thing for them. I do already have a request for inbound e-mail integration, 
notably for change approvals since the managers who do the approvals would love 
to do it easily from a mobile device so I'm already looking into that. We do 
own Mobile Reach but it hasn't been implemented yet, that will be a big win for 
the warehouse guys; that project is on my plate for this year for sure.

Shawn, I am painfully aware

Re: DMT and extra Zeros

[Lee Cullom]

Try cutting and pasting the exact same information into another spreadsheet 
application (like google sheets) that can generate a .csv.  Then, see if you 
get the same error.  You might be able to narrow down whether it's Remedy or 
Excel.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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What is Northcraft Analytics? Find out in 87 Seconds. 
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THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: Friday, February 21, 2014 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: DMT and extra Zeros

**
Thanks, Roger.

I tried deleting the first row of data. The new first row generated the same 
error message. Then I tried loading the spreadsheet with a single row of data. 
Same error.

I've seen variations of this before. For example, when loading people, the 
Corporate IDs all had a .0 appended to them. That didn't cause an error so we 
didn't catch it until it got into the people form. The corporate IDs on the 
spreadsheet definitely didn't have .0 at the end.


On Fri, Feb 21, 2014 at 4:16 PM, Roger Justice 
rjust2...@aol.commailto:rjust2...@aol.com wrote:
** Since the error message includes the Pentaho application it could be that 
Pentaho is causing the error. You could attempt to import a single entry 
directly to the DMT form to isolate the error.

-Original Message-
From: Boyd, Rebecca boy...@wfu.edumailto:boy...@wfu.edu
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Fri, Feb 21, 2014 4:12 pm
Subject: DMT and extra Zeros
**
Hello everyone,

I am trying to load incidents using the HPD_LoadHelpDesk tab of the 
Transactional_Incident spreadsheet.

The job is erroring out on the Load step because it can't convert a date. The 
date looks correct on the spreadsheet, but when Remedy reports the error, it 
always reports an extra zero for the seconds.

2014/01/02 00:00:00.00 - Spreadsheet data
2014/01/02 00:00:00.000 - Remedy error

I have typed the date in fresh. I've changed the date  time. I've re-formatted 
the cell. I've created new jobs every time only to get the same 'ol error 
message.

8.1 Clean Install, Oracle 11g

Here's a truncated version of the error message:

2014/02/21 15:36:17 - Transactional_Incident - Start of job execution
2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13tel:2012-11-06%2013.20.53) : Unexpected error :
2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13tel:2012-11-06%2013.20.53) : 
org.pentaho.di.core.exception.KettleValueException:
2014/02/21 15:36:17 - Convert Dates.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13tel:2012-11-06%2013.20.53) : Reported Date String : couldn't 
convert string [2014/01/02 00:00:00.000] to a date using format [MM/dd/ 
HH:mm:ss]
2014/02/21 15:36:17 - Transactional_Incident - Transactional_Incident
2014/02/21 15:36:17 - Transactional_Incident - ERROR (version 4.1.0, build 1 
from 2012-11-06 13tel:2012-11-06%2013.20.53) : Errors detected!
2014/02/21 15:36:18 - Transactional_Incident - Job execution finished


--
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_



--
Rebecca Boyd
Application Administrator
Wake Forest University
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Implementing FEMA incident procedure in Remedy ITSM

[Lee Cullom]

Shawn is absolutely right.  This will create years of misery.  Don't forget to 
use the priorities in context as well.  Critical Incident is when everyone gets 
in a room in IT.  Some people refer to it as Major Incident Management.  Also, 
if it's helpful, use Request Management terminology where applicable in the 
Service Type field.  User Service Request, User Service Restoration, 
Infrastructure Event, Inf. Restoration... etc...

Let them get through their pain.  And if you need to add some qualifying 
terminology to distinguish between Hurricane Sandy and a Production System 
outage... use what's the in incident management if it all possible!

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 18, 2014 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Implementing FEMA incident procedure in Remedy ITSM

You may not have much pull on the decision, but I'd make sure whoever the 
decision maker is understands that calling Incident Management something else 
would result in some major (and unnecessary) changes in the system, potentially 
destabilizing it as you modify all references to Incidents, change the emails, 
etc.  You also are going against the international standards of ITIL, which tie 
directly to ITSM, as opposed to the non-I.T. standard term of an Incident used 
by FEMA.

As a result, my suggestion would be to just use the term FEMA Incident to 
track those wherever you need to.  Not knowing enough about the requirements, 
I'd suggest either making it a categorization of some sort, or a template, or 
if the process doesn't map to ITSM, just build a custom app with hooks into the 
rest of ITSM as needed.  We have a couple of CRM applications that I've built 
on Remedy that are used by non-I.T. in our environment that work great because 
ITSM wouldn't have been a good fit for their business needs.  AR System is a 
great rapid application development tool.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel
Sent: Tuesday, February 18, 2014 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Implementing FEMA incident procedure in Remedy ITSM

Hi - All
We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's 
world the word incident has a whole different meaning than the ITIL help desk 
world. When we declare and incident folks gather into a room and follow the 
FEMA incident management protocol for resolving the issue. In SDE this meant 
replacing every instance of the word incident with the word ticket, to 
avoid confusion. We then tracked our FEMA style incidents in the White Board 
module. I was hoping that there was someone out there in the Remedy ITSM world 
who has integrated FEMA type incidents into their system. Being brand new to 
Remedy, the only path that I can see is to highjack the Problem module for our 
FEMA type incidents and use the Incident module for our tickets as we did in 
SDE.

Thanks,

Tom

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Re: Implementing FEMA incident procedure in Remedy ITSM

[Lee Cullom]

Doug - I showed a demonstration of that sweet product to the Georgia Department 
of Transportation.  They didn't buy it at the time, but they did buy Remedy.  
It was sad to see that product go...   You got me on board.  I was a believer!  


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | http://www.northcraftanalytics.com
Main - (678) 664-ITSM

What is Northcraft Analytics? Find out in 87 Seconds.  


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such an agreement is in place).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Tuesday, February 18, 2014 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Implementing FEMA incident procedure in Remedy ITSM

Tom,

OK, I am going to get myself into some trouble here, but I just cannot resist.
And it is lunchtime so I'm supposed to have a few minutes...

I assume you are talking about Incidents as in the ICS or Incident Command 
System model and standard.

For all you out there who ask, what is ICS?  It is a set of procedures and 
processes that have been defined to respond to Incidents.

Now, to avoid confusion of terms, the term Incident in this set of processes is 
not what you are thinking.  It is not a server is throwing errors or there 
is a network storm or a disc drive is full.  An Incident is

   -- The building is on fire
   -- An earthquake (tornado/supply your own disaster) just hit

I mean, we are talking an INCIDENT here.

There are people with roles -- Incident Commander, Press Relations,   There 
are procedures for handover between people when they are going off shift.  
There may be 100s or 1000s of tasks to manage and track.  Escalations are very 
different if someone doesn't respond.  You are talking 1 to 2 minutes before 
something escalates to the next person if the first person doesn't respond (and 
then anyone in the chain can respond and they have it and others are notified 
to never mind).

You have tasks with things like shut off the gas with details like where 
wrenches are and attachments with blueprints to show where the gas valve is 
located.

You have the need for repeatitive task groups -- like you may have a set of 
tasks that you do to evacuate a classroom at a school and you want to run 
that set of tasks for each classroom all in parallel.  All with tracking and 
management and a consolidated view of status and what has been done and what is 
pending.

You need to throw new tasks into the mix at a moments notice and have it fit 
into the mix of everything going on.

Oh, and you need to be able to test things so you need a simulation mode so 
you can run drills -- and with that you have automated tasks in the mix that 
you need to be able to mark to not really run, but pretend you did the step 
IF in simulation mode but do the real thing if this is a real INCIDENT.  (when 
is the last time you simulated an IT Incident and the response to it)

OK, so this is a little different than an IT Incident we are all familiar with.


With all this, no, this is not the sweet spot for ITSM.  Could you use aspects 
of things to try and manage smaller situations?  Sure.  But, there are many 
aspects of the overall process that are not covered.



Now, I am not aware of a product on the market that helps with this.  There are 
a number that are oriented toward helping you write a disaster response plan 
(and that is important) but nothing to help you run a disaster response.

10 years ago, a lot of work was done to research this area and we actually 
built a product that did all of the above.  It was called the Crisis Response 
System.
It is an AR System application that was written to follow the ICS response 
model and allow you to encode a response to your disaster plans and to manage 
the response.

The tasking subsystem of ITSM was a subset extracted from this product.

Unfortunately, this application is no longer offered.  We got good response to 
the capabilities from customers but they came back with can you help us write 
our disaster plan as the request.  They were struggling to get it written and 
to have a response plan at all much less automating the response.  We got good 
feedback that the tool solved the response problem, but they struggled (and 
still do) with what actually are the steps and what should the do.

A couple of copies of this are out there -- someone reading this note may be 
one of the customers who have the solution.


This is the type of solution you are looking for if you are looking for an ICS 
Incident response system.

It was a cool application that did many things that were very advanced with the 
system 10 years ago.  Most of which would hold up today

Re: Target Attack and BMC Software ITSM?

[Lee Cullom]

Boom, you hit the nail on the head David.  I find it interesting that Target 
uses ServiceNow for ITSM.  It’s probably connected in some way.  I can see the 
SNOW people using this as fodder for the follow up PR newswire that says… 
Target replaces BMC automation suite with ServiceNow to enhance security, 
improve automation, etc…

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
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NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Charters
Sent: Thursday, January 30, 2014 11:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Target Attack and BMC Software ITSM?

**
That bs. I know every inch of itsm and no back door exists. Even if some 
knuckle head left demo open you couldn't use it to do this type of attack.  
It's just political finger pointing!

Sincerly,

David Charters
Charters Technologies
317-331-8985


 Original message 
From: Nathan Aker
Date:01/30/2014 6:21 PM (GMT-05:00)
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Target Attack and BMC Software ITSM?

This article states it was a user from the Performance Assurance suite, not 
ITSM.

http://krebsonsecurity.com/2014/01/new-clues-in-the-target-breach/


Nathan Aker
IT Service Management


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Thursday, January 30, 2014 4:47 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Target Attack and BMC Software ITSM?

I guess it's good that BMC is private now or else their stock price would have 
started tanking after this news. Good move, BMC.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff Lockemy
Sent: Thursday, January 30, 2014 7:23 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: OT: Target Attack and BMC Software ITSM?

This news article hit today...

http://www.startribune.com/business/242688511.html

It says that a default password in a BMC ITSM product may have contributed to 
the target attack.

Jeff



Jeff Lockemy
Lead Engineer, NAVY 311
Enterprise Service Management PMW-240
ITIL V3 Foundation Certified
QMX Support Services Inc.

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Re: Namesake Views

[Lee Cullom]

BTW - After reading Mark Brittain's email just now, I thought you Remedy peeps 
would find this ironic and interesting.  I was talking to a ServiceNow customer 
(who switched from Remedy) yesterday.  They were complaining about how they 
added custom fields and workflow (touching the dreaded OOB script includes).  
Now, they are stuck on the Berlin release, but have Dublin in a sandbox 
environment and really want to move to it.

Then, I saw a full demonstration of their product with customizations.  Since 
SNOW OOB only has Assigned Group and Assignee, they had to hard code additional 
tiers of support groups (to be fair, they probably didn't have to, but more on 
that later) into the  Incient Management application (among dozens of other 
things).

Next, you had to scroll up and down the page to see an Incident.

Then, there were TWO rows of tabs for the additional fields... I could go on 
and on, but let me just say this.  It reminded me exactly of Help Desk 
4.0/5.0/6.0... that didn't meet the needs of the customer (large IT 
department)... got themselves stuck with dozens of junior ITSM consultants 
(there are more of these in the SNOW world)... and can't upgrade.

The VERY thing that they complained about which led them to switch to 
ServiceNow.

Lesson?  BMC loses these customers because they're not nice to them... present 
a huge upgrade SOW (courtesy of professional services typically)... provide 
mediocre support (SNOW has support staff that remind me of the great Pleasanton 
crew that Remedy used to have).  They're really helpful and basically just 
great at googling answers... but they're friendly and responsive.

It's fascinating to watch history repeat itself.  Also, a little maddening.

Now, ServiceNow does have one real advantage these days.  They are a PaaS 
compared to Remedy (not BMC Remedyforce).  So, one additional lesson for the 
ages - WHY didn't BMC open up an app exchange (like salesforce) for Remedy and 
bring on the people on this list to develop (and profit from) the ARSystem 
community?

On a positive note, I am very thankful that these kinds of gaps open up 
opportunities for businesses like us!  So, Thank You BMC?  Still, it just 
doesn't feel right.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, January 22, 2014 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Namesake Views

**
HI All,

The move from 6.3 (custom)  to 7.6  ITSM always seems to have more surprises 
than I care to sustain. Anyway, I have a monitoring tool that queries the 
hpd_help_desk view. The monitoring tool is granted permission to the view using 
the command grant select on aradmin.hpd_help_desk to monitoringtool;

Before today I did not know about these namesake views. Last night I added a 
field to the HPD:HelpD Desk and this query broke. Apparently there is a script 
that runs, deletes rather than updates the view and builds a new view. The 
result is any grants assigned to the view are wiped out.  After that monitoring 
tool could not query the view and the DatabaseError: ORA-00942: table or view 
does not exist was being returned.

One solution would be to grant the permission the monitoring tool anytime the 
view is rebuilt. Not my favorite approach. Has anyone run into this and come up 
with a better solution?

ARS 7.6.04
ITSM 7.6.04
Oracle 11

Thanks
Mark


Mark Brittain
Remedy Developer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
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Re: Remove SRM

[Lee Cullom]

Ha!  Good one.  That's funny.  My personal recommendation is to use a time 
machine to go back to the point in the installshield where you checked the box. 
 I recommend the Tardis.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
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 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 29, 2013 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Remove SRM

**
Is it possible to install the preconfigured suite stack and then go back of 
uninstall/unregister/disable a component like SRM so that the original 
requester console can be used?


Thanks,
Ken.




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Re: Fun -- if you couldn't work in the computer field

[Lee Cullom]

Hey!  I just got back from a cruise on RCCL – shout out to them… they’re a BMC 
Remedy shop.  Carnival is NOT remedy.  ☺

For our latest product demonstrations, please visit – 
http://www.youtube.com/user/northcraftanalytics
Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
What is Northcraft Analytics? Find out in 87 Seconds. 
http://www.youtube.com/watch?v=SRNyPNK_HJc


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Thursday, September 26, 2013 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Fun -- if you couldn't work in the computer field

**
On a cruise ship, traveling the world.  Taking photos and meeting all kinds of 
people.

Just not a Carnival owned cruise line.

hbr
Sent from one of Howard's iPads

On Sep 26, 2013, at 3:00 PM, John Sundberg 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote:
**
Where would you work?

-John


--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.

Save the date!
KEG14
February 24-25, 2014
For more information, click here  - 
KEGhttp://www.kineticdata.com/Events/KEG.html

651-556-0930 I 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com
www.kineticdata.comhttp://www.kineticdata.com/ I 
community.kineticdata.comhttp://community.kineticdata.com/


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Re: Remedy Refresher needed

[Lee Cullom]

Scott,

I can't seem to get your contact information.  Can you please email me or call 
me at the information below?

Thanks,

Lee



For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Friday, July 26, 2013 12:18 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Refresher needed

**
Hello everyone I have not posted on the ARS list in years, but I find that I am 
now in need of the brain power of this list.
I have been a developer for about 12-15 years, going all the way back to Remedy 
2.0 and Baystone up to remedy ARS 7.6. Unfortunately I now find myself in a 
situation in which I am derailed.
My company has switched off of remedy (and they regret it) and is now using an 
application called CA Service Desk which is at least 10yers behind Remedy in 
its evolution. I have been painfully working with CA Service Desk since October 
of 2012, and have done almost nothing with Remedy. The remedy job market seem 
pretty good lately and I have been trying to jump back in. I have had several 
interviews for some great jobs but I  have bombed them all because my Remedy 
detailed knowledge is way too cloudy (use it or lose it). When asked to provide 
any kind of detailed knowledge I stumble because of my 9mth hiatus. So what I 
am looking for is this. Is there some kind of free self test, self assessment, 
or study guide that I can get my hands on to help bring my skills back to the 
forefront. A simple list of 100 questions would help (anything would help). 
Thanks in advance and I look forward to your replies. Oh and some final parting 
advice. If anyone ever tries to point you in the direction of CA Service 
Desk Run..Run as fast as you can in the other direction.
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: SRM Approval

[Lee Cullom]

Here's a video that shows you how.  It's about an hour long... showing the 
process of creation from start to finish, including approval mapping.  It's a 
little bit wonky as you will see... however... it's not as hard as ServiceNow 
(see the video right next to it).

http://www.itsmuniversity.net/service-request-management-8/ - this applies to 
7.6.4 as well.  The process is exactly the same.




For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
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 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Friday, July 19, 2013 4:43 PM
To: arslist@ARSLIST.ORG
Subject: SRM Approval

**
Hello

I was wondering if anyone ever done customized approval process to SRM in which 
the requester answers a field and the approval process kicks in.
The scenario is as follow: Requester selects windows system from a drop down, 
no approval is generated. However, when Linux or Unix, approval should be 
generated.
I created a custom approval process with few rules as Get Authority, Prep Get 
and Get Next, but it doesn't seem to be working as needed. How can I not attach 
the approval to those requests that the user indicated a Windows System?
SRM 7.6.04
Any thoughts will be appreciated

--
Mohamed Abdelaziz
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Upgrade from v5.1.2 to v8.1

[Lee Cullom]

I’ve got to second Ben here.  This project is not for the faint-hearted, but 
his meta-update product does make data migration possible.  I really don’t 
think there’s another practical way.  There are very painstaking ways to do 
this, but have a look at meta-update.  Transactional data is a very tangled 
web.  My reporting product will show you how crazy the situation it is, but we 
can’t fix it.

In fact, I’ll add that 80% of companies that have left BMC Remedy to move to 
ServiceNow did so because of upgrade costs OR pre-ITSM 7.6.4 usability.

For our latest product demonstrations, please visit – 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: Thursday, June 27, 2013 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from v5.1.2 to v8.1

**
The upgrade from HPD 5.1.2 to ITSM 7+ is difficult but we have done it and have 
Meta-Update scripts available to do this.Meta-Update can also be used to 
migrate the limited asset data available on 5 to the CMDB.

These Meta-Update scripts will convert tickets as needed, ensuring attachments 
are moved to the appropriate work logs, the notes field are moved to multiple 
work log entries, etc.  People can also be migrated with some rules in place to 
allow for the different permissions model.

I would expect that the easiest way would be to put up a new server with a new 
db and then migrate the data from 5 to 8.

Should you wish to clean this data or reorganize categorizations this is 
possible during the migration.

Please contact me off-list if interested in pursuing this option further.

Cheers

Ben Chernys
Senior Software Architect
[logoSthInc-sm]

Canada / Deutschland
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   
Ben.Chernys_AT_softwaretoolhouse.commailto:Ben.Chernys_AT_softwaretoolhouse.com
Web: www.softwaretoolhouse.comhttp://www.softwaretoolhouse.com/

We are a BMC Technology Alliance Partner

Check out Software Tool House's free Diary Editor and out Freebies
Section for a ITSM 7.6.04 and 8.0.0 Fields spreadsheet.

Meta-Update, our premium ARS Data tool, lets you automate
your imports, migrations, in no time at all, without programming,
without staging forms, without merge workflow.
http://www.softwaretoolhouse.com/



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: June-27-13 16:42
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Upgrade from v5.1.2 to v8.1

** Hello All,
We are trying to perform an upgrade of our Remedy Instance on v5.01.01 to v8.1.
So far we have upgraded ARS from v5.1.2  v6.3  v7.1  v7.6.04.(Solaris) on 
Dev Environment as a proof of concept.
We are targeting to Upgrade to v8.1 and also to move to Linux(VMware ESX). To 
accomplish this here's what we are trying to do:
1. Upgrade ARS to v7.6.04(Solaris), take DB(10g) copy
2. Install a fresh ARS of v7.6.04(Linux) + DB(10g)
3. Drop DB of Step 2 + Attach DB copy from Step 1(so we will have a ARS v7.6.04 
with Linux on 10g DB)
4. Upgrade DB to 11g
4. Run upgrade install from ARS v7.6.04 to v8.1

Based on the above approach/ steps I have few questions:
1. Is the above approach feasible?, as the aim for our upgrade is to bring our 
Remedy instance to a supported version.
ARS upgrade from v5.1.2 to v8.1. Also, we would like to move away from 
Unix/Solaris platform to Linux VM platform.
2. We also have ITSM 5.6/Remedy HelpDesk v5.1.2 - How do we handle this? As for 
now, we are only thinking of upgrading ARS not ITSM.
3. Also, my understanding is v7.5 onwards, there has been drastic changes. Any 
caveats of losing our customizations(Customization on HPD as well as Custom 
applications we have in place)? How do we handle these?
4. Dev Server - As a proof of concept on our Dev Server, we upgraded ARS from 
v5.1.2 to v7.6.04 so far. Working on to upgrade to v8.1 now.
5. DB from non-unicode to unicode - Our Dev DB was already Unicode. Whereas our 
Prod DB is non -unicode, so at what point do we have to convert from 
non-unicode to Unicode(before running v6.3

Re: huh? financial news for bmc ? (crazy idea)

[Lee Cullom]

I tried to be conservative with the 80%.  I really believe it is accurate.  
It's also attested to by Microsoft's financials.  They're growth in the Server 
business unit has been between 15-20% in many consecutive quarters.  That 
particular business unit is a stand-out when compared to some of the other 
business units that contain the O/S  xBOX (I forget their names).  

For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, May 22, 2013 10:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ? (crazy idea)

Do you really think its as high as 80%? I would have given Oracle a little more 
credit than that. At least I end up working at sites that are more Oracle 
centric to meet their database needs.

Cheers

Joe


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Wednesday, May 22, 2013 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ? (crazy idea)

This is smart!  Oracle would love this because they get to dump BMC Analytics, 
replace it with an OBIEE solution and get more of a leg up in the BI market.  
They're struggling in 4th place... and are trying to make it
up with acquisitions.   Not to mention the fact that Microsoft has been
pounding on them for years in the database market.  When I was with BMC in 
2003, 51% of Remedy customers were still on Oracle.  Of those, the top O/S was 
Solaris.  Now, I would guess that 80% of Remedy customers use SQL Server as the 
back-end.

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Re: huh? financial news for bmc ?

[Lee Cullom]

Howard's  right.  Keep in mind that ServiceNow has as many customers around the 
world as Remedy has in the US.  Not to mention the fact that the Service 
Management business unit revenue grew double-digits last year.  The reason it 
seems scary is because the perpetual licenses are being cannibalized by SaaS 
revenue.  However, SaaS (leasing!) brings more profit along with it.

So, don't ring the doomsday bell just yet.  Also, can you think of any one 
enterprise application that has over 50% market share?

The only one that comes to mind for me is:

Mercury Quality Center.  It hit a max of 68% market share in the Mercury days.  
I'm talking enterprise apps?  Anyone else?  Think about Salesforce.com... even 
though they have $3billion in revenue, Siebel lives.  So does Peoplesoft for 
that matter.  CRM is a larger and mature market than ITSM, so it can be used as 
a predictor for what is likely to happen here.  

For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Tuesday, May 21, 2013 8:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

At the end of the day, Remedy will be in use by many. 

It will take us older (and better looking) men and women, to teach the young 
whippersnappers how to work on this wonderful thing we call Remedy.

Now time for my nap.

hbr

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, May 21, 2013 5:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I earned my grey hair (and my senior discounts).  I'm proud of it.  And, as I 
told my 'baby' on his milestone birthday yesterday, I'm aiming for the time 
when I can ride into the sunset.

AND... I agree with the screwdriver analogy.  I never stop at only drinking one.

- Original Message -
From: Jim Manara jim.man...@thecambiaregroup.com
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 21, 2013 3:43:59 PM
Subject: Re: huh? financial news for bmc ?

My hair is not gray!  What you see is the sunlight reflecting off the natural 
highlights in my hair.  Even indoors.

I have passed many mile markers.  If you can't stay flexible, then the race 
gets harder.  Everyone needs different tools.  More important is recognizing 
when to use them.

How many of you own only one screwdriver?

Jim Manara
jim.man...@thecambiaregroup.com
480-273-0934

Growth is Change,
Change is Cambiare!

 Heh. I only just passed that marker on the road and plan to be working 
 for many more years. I know the flame changes in nature, but if it 
 goes out I'm in trouble. 8)

 Depending on one vendor for more than three or four years is folly. 
 I'm constantly impressed the Remedy product line has lasted as long as 
 it has, but it has changed a lot over the years. To keep working in 
 this niche, my 'flame' has already changed a number of times. While I 
 hope it continues, I try to make sure I have reserve options. Someone 
 is going to have to teach the process after it all goes into the 
 cloud, right? While I'm sure the vendor will try to milk that need, 
 there is nothing quite like a friendly face on site who isn't 
 motivated to
up-sell.

 -al

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Sylvain YVON
 Sent: Tuesday, May 21, 2013 12:34 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: huh? financial news for bmc ?

 **
 I don't know, a developer and even a consultant should try and learn 
 new stuff every day. Maybe at 50 the flame is gone, but we can't rely 
 on a single vendor for our careers on the long term, can we ?


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Re: huh? financial news for bmc ? (crazy idea)

[Lee Cullom]

This is smart!  Oracle would love this because they get to dump BMC Analytics, 
replace it with an OBIEE solution and get more of a leg up in the BI market.  
They're struggling in 4th place... and are trying to make it up with 
acquisitions.   Not to mention the fact that Microsoft has been pounding on 
them for years in the database market.  When I was with BMC in 2003, 51% of 
Remedy customers were still on Oracle.  Of those, the top O/S was Solaris.  
Now, I would guess that 80% of Remedy customers use SQL Server as the back-end.

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Re: huh? financial news for bmc ? (crazy idea)

[Lee Cullom]

Totally fits.  It just makes sense.  If I were SAP, I wouldn't let it happen... 
therefore... bidding war over Remedy and relevant pieces between the 2 
companies.  Who will win?  I think Oracle because they have a better balance 
sheet.  Plus, Larry Ellison just loves to stick it to competitors.  And SAP has 
got to be at the top of his list.

For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, May 22, 2013 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ? (crazy idea)

How about an Oracle Cloud as well?

Sent from my iPhone 5

On May 22, 2013, at 12:49 PM, Lee Cullom lee.cul...@northcraftanalytics.com 
wrote:

 This is smart!  Oracle would love this because they get to dump BMC 
 Analytics, replace it with an OBIEE solution and get more of a leg up in 
 the BI market.  They're struggling in 4th place... and are trying to make it 
 up with acquisitions.   Not to mention the fact that Microsoft has been 
 pounding on them for years in the database market.  When I was with BMC in 
 2003, 51% of Remedy customers were still on Oracle.  Of those, the top O/S 
 was Solaris.  Now, I would guess that 80% of Remedy customers use SQL Server 
 as the back-end.
 
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Re: HP DDMI and Remedy CMDB

[Lee Cullom]

If you do it, make sure to stop at the core ci level... do not try and 
reconcile the components.  You will perish.  For example:

desktop - Manufacturer, Model, Serial Number, hostname - no problem
Software installed on the machine, O/S, Memory, etc... all of the components - 
use a federated link to grab the details and leave them in DDMI.



For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barbour, Brandi D
Sent: Thursday, May 16, 2013 1:54 PM
To: arslist@ARSLIST.ORG
Subject: HP DDMI and Remedy CMDB

**
Has anyone used HP DDMI as the discovery tool and integrated with CMDB?
ARS 7.6.04
Windows
SQL

If so could you provide how you did it and any positive or negative feedback?

Thanks,
Brandi

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Re: huh? financial news for bmc ?

[Lee Cullom]

Since it's incredibly fun to speculate on this situation, I'll offer up:

- Bain will look at the profitability of the various pieces/business units - 
Mainframe, Service Management, etc...
- They'll tear out the ugly pieces and get them in the hands of someone who can 
use them (Elliot's involvement indicates that Compuware might be involved)
- They'll take the profitable pieces and put probably keep them with the newly 
private BMC that needs to invest in ESM.

So, I'm thinking... Patrol and it's ilk will end up with Compuware since it 
will give them a larger stack of monitoring tools.
Mainframe/Batch Management - IBM?  That would make sense.  The new Z's are 
coming... sure would help to pick up some nice new batch management technology 
to go with that shiny new hardware and make it part of the Tivoli product line.
Service Management - BMC grew the business significantly (per the financials 
yesterday)... and they need to transition to PaaS (for the Enterprise, that's 
Remedy) to grow dramatically.  That will require investment and innovation 
(this is an optimistic scenario for ARlist)... and an AppExchange like 
community (this group) to develop new offerings that are needed to compete with 
ServiceNow (such as HR Call Center, Facilities Management, etc...).  This will 
require some heavy ARsystem work as well (go Doug!) to make it MORE ready for 
the cloud.

Remedyforce is the SaaS offering for small mid-size with the inferior PaaS 
capabilies of Salesforce.com (proprietary Apex coding) and different price 
point.

The pessimistic scenario is that Remedy gets thrown o SAP or Oracle to become 
another app that is part of those gianormous suites (like Oracle EBS).

However, this much is certain.  There are going to be changes at some point 
with new ownership.  

Now, please continue the speculation... This is a fun topic!



For our latest product demonstrations, please visit – 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jesse
Sent: Wednesday, May 08, 2013 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

Depends on your definition of successful Bain makes money for stock holders 
... yes successful company??? well

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Re: huh? financial news for bmc ?

[Lee Cullom]

Oh, I totally agree that the future of Remedy would be secure.  However, I 
would be pessimistic about revenue growth and new customer acquisition because 
neither of them (Oracle or SAP) have a specialized ITSM sales force.  Pricing 
would go up, sales team quality down, and product roadmap would be cloudy and 
buried under products with much larger markets.  ITSM is only a $1.5 billion 
dollar market, so RD dollars would go to the larger markets like CRM ($15 
Billion).  Also, there would be no hope of Remedy becoming a PaaS as it should. 
 With some architectural changes, Remedy could be the most powerful PaaS on the 
planet, so I see BMC as the last hope of that happening.  Imagine if this 
community could become part of an AppExchange.

Still - to your point, Remedy will survive.  In fact, Remedy will survive no 
matter what happens, but I just harken back to those days when it was 
thriving... as a separate BU under Dick Stark at BMC (30+% Revenue Growth at 
that time)... or when Remedy was its own company.

The product is still the best.  ServiceNow's biggest win was in hiring all of 
the ex-Remedy sales people and solution consultants (impact of a specialty 
sales force).  That's how they're winning... not to mention their vastly 
superior support team.  Listen to a support call with a ServiceNow customer vs. 
BMC Support.  I've heard them both multiple times since we have customers on 
both product lines.  BMC = Send me your logs, send me your logs, send me your 
logs.  Vs. SNOW = A 2nd or 3rd tier quality person on the front-line.

However, given enough time and money, ServiceNow could make their product 
better.  On the flip side, they're a public company now, so watch how their 
model changes from what I just described.  In fact, customers tell me that they 
already charge for approvers and end users now... the cycle continues.



For our latest product demonstrations, please visit – 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 09, 2013 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I'm curious, why would Remedy being sold to SAP or Oracle be a negative thing 
in your opinion?  I think it's big enough that it wouldn't be swallowed up 
inside of one of their applications (how long has it taken Oracle to combine 
the eBusiness Suite with PeopleSoft despite the products directly competing?)  
I can see if support deteriorates, maintenance goes up, or some other unknown 
odd factor, but it seems to me like it might be an opportunity for Remedy to be 
implemented in shops that may not have a good ITSM solution but already have 
installs of SAP, Oracle, or whoever hypothetically buys Remedy.  If that's a 
pessimistic scenario it doesn't seem too bad to me.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Thursday, May 09, 2013 6:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

Since it's incredibly fun to speculate on this situation, I'll offer up:

- Bain will look at the profitability of the various pieces/business units - 
Mainframe, Service Management, etc...
- They'll tear out the ugly pieces and get them in the hands of someone who can 
use them (Elliot's involvement indicates that Compuware might be involved)
- They'll take the profitable pieces and put probably keep them with the newly 
private BMC that needs to invest in ESM.

So, I'm thinking... Patrol and it's ilk will end up with Compuware since it 
will give them a larger stack of monitoring tools.
Mainframe/Batch Management - IBM?  That would make sense.  The new Z's are 
coming... sure would help to pick up some nice new batch management technology 
to go with that shiny new hardware and make it part of the Tivoli product line.
Service Management - BMC grew the business significantly (per the financials 
yesterday)... and they need to transition to PaaS (for the Enterprise, that's 
Remedy) to grow dramatically.  That will require investment and innovation 
(this is an optimistic scenario for ARlist)... and an AppExchange like 
community (this group) to develop new offerings that are needed to compete with 
ServiceNow (such as HR Call Center, Facilities Management, etc...).  This will 
require some heavy ARsystem work as well (go Doug

Re: ServiceNow as SRM replacement?

[Lee Cullom]

Sylvia,

Have a look at this article, it might be of some assistance.  It contains the 
information you've requested.  I thought some others might like to see it as 
well.  For additional information, feel free to reach out to me directly.

http://www.itsmuniversity.net/state-of-the-itsm-market-release-7/


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
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http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Click on View Demo to see the product in action

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sylvain YVON
Sent: Friday, January 11, 2013 9:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: ServiceNow as SRM replacement?

**
**
Their main argument is that SNOW was designed for the modern cloud 
architectures, as opposed to AR System  ITSM which had to adapt. I'm still 
looking for plain numbers to see how Remedy Force and Remedy On Demand are 
doing worldwide.
By the way, SNOW can be run either as SaaS or on-premise.

I don't know much more about SNOW, but competition is always a good thing.

On Fri, Jan 11, 2013 at 3:01 PM, Tauf Chowdhury 
taufc...@gmail.commailto:taufc...@gmail.com wrote:
**
Could be the ole grass is greener on the other side bit.
For the specific thing that I was talking about, it seems that SNow is making a 
push to get their foot in the door by offering their service catalog 
functionality sitting in top of Remedy.


Sent from my iPhone

On Jan 11, 2013, at 8:53 AM, Lisa Kemes 
lisa.ke...@gmail.commailto:lisa.ke...@gmail.com wrote:
**
Why do people feel the need to switch to Service Now to begin with?  Just 
curious.

Lisa Kemes
On Thu, Jan 10, 2013 at 6:37 PM, Tauf Chowdhury 
taufc...@gmail.commailto:taufc...@gmail.com wrote:
All,
A little birdie was chirping the other day and I heard something about
SNow having an integration or some type of implementation scenario
where it is taking the place of SRM But still have AR and ITSM on the
fulfillment side. I'm sure it's possible but my question to you folks
is:
1. Have you done it
2. If so, what gives? How'd it go?

I understand the drawbacks so we don't have to go there but feel free
if you'd like :)

Sent from my iPhone

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Re: ServiceNow as SRM replacement?

[Lee Cullom]

Tauf,

Note: Implementation of ServiceNow's Service Catalog is extremely 
time-consuming as compared to SRM.  It has a great interface for 
demonstrations, but you might want to consider having a look at this for more 
detail (see change as a requestable offering in Remedy vs. SNOW):

http://www.itsmuniversity.net/service-now-vs-remedy-change-management/


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 
Click on View Demo to see the product in action


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, January 10, 2013 6:38 PM
To: arslist@ARSLIST.ORG
Subject: ServiceNow as SRM replacement?

All,
A little birdie was chirping the other day and I heard something about SNow 
having an integration or some type of implementation scenario where it is 
taking the place of SRM But still have AR and ITSM on the fulfillment side. I'm 
sure it's possible but my question to you folks
is:
1. Have you done it
2. If so, what gives? How'd it go?

I understand the drawbacks so we don't have to go there but feel free if you'd 
like :)

Sent from my iPhone

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Re: BMC Support Site Suggestion

[Lee Cullom]

Good idea!  Make sure you include Steve Spencer, Russ Tolley  Don Langdon in 
this idea (BMC employees).  I'm pretty sure that their product (My E-Service 
which BMC recently acquired) has this feature already built in.  In fact, I 
believe the pre 7.6.4 version of BMC KMR (which they had also built at KMXperts 
pre-BMC acquisition) had it as well, but get them involved in the discussion, 
it might be a simplementation.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
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http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Click on View Demo to see the product in action

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Tuesday, December 11, 2012 5:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Site Suggestion

**
Matt,

As always you come up with great ideas.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt
Sent: Tuesday, December 11, 2012 4:59 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: OT: BMC Support Site Suggestion

**
Folks,

In talking with some co-workers, someone mentioned that they'd noticed how much 
more useful BMC Communities has become as a research resource.  :)  Along those 
lines, we started bouncing around ideas, and came up with, Wouldn't it be nice 
if the Knowledge Search on the BMC Support Site had BMC Communities as a data 
source?

So, if you like the idea, please take 5 seconds to go to 
https://communities.bmc.com/communities/ideas/1565 and vote the idea up.

Thanks everyone!

Matt R.


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Re: Xtraction Reporting to for ITSM

[Lee Cullom]

Nathan,

We'll take that as a challenge!

And, I understand your wishes to not be contacted, but I am bound to a 
commitment to provide for my family, therefore...  our sales person will 
attempt to contact you unless with Xtraction (or BMC Analytics for that matter) 
you can:


-Within 90 seconds or less create a line-chart dashboard with the 2 
metrics, Incorrectly Assigned Incidents and Total Incidents

-That leverages data from CTM:Group, CTM: People (including their 
support group role), Assignment log and HPD:Help Desk - 4 joins are necessary 
to calculate the Incorrectly Assigned metric

-Add the Assigned group hierarchy (including Assignee) as a filter to 
see which assignee has created the most incorrectly assigned Incidents

-displays as a line chart with a 2-year time period.  So, basically, 
you have 2 lines representing the 2 metrics on the y-axis and the months on the 
x-axis

-Embed that in SharePoint for all to see

-Leverage AD for authentication of the report users

-Ensure that the query executes in 10 seconds or less

If you would like us to set up a call with one of our customers, we'd be happy 
to do that.  You have to understand that pride for my company  product won't 
allow me to sit idly by.

Lee

Lee Cullom | President | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Click on View Demo to see the product in action

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, December 12, 2012 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Xtraction Reporting to for ITSM

**
ATTENTION:  I, nor anyone in my organization, is interested in being contacted 
by reporting vendors for product pitches after reading the following

Anyone in ARS Land have any feedback (good or bad) on the Xtraction reporting 
tool?

We're kicking the tires on it a bit and I'm just doing a sanity check for any 
FIRST HAND feedback.   So far, our thoughts are that it wouldn't replace 
Analytics/BOXI as it is not capable of doing some of the more complex logic and 
formulas we produce in BOXI, but that it has a very appealing front end user 
interface and is extremely easy for a non-technical use to pick up and use for 
their common reporting needs, which would free up our one report developer's 
time to tackle the most complex reporting needs in BOXI.   After playing with 
it for a couple of days we have found it to be quite likeable (dare I say fun?) 
to the user and found that it can produce some pretty intelligent reports quite 
easily as long as they don't involve complex decision based logic computing.

The only down side we've found so far are some minor issues with the provided 
BMC ITSM connector in that there are a few data mis-mappings and metadata 
errors that need to be corrected, but all are minor and could likely be 
corrected in a few hours.

Anyone out there actively using the product for an extended period of time that 
would like to provide some additional info from a customer perspective?

Thanks in advance.  Nathan

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.comhttp://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com

[mfe_primary_logo_rgb_small]

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Product Catalog MS Products

[Lee Cullom]

On Categorizations - this costs $9.99, but it comes with a set of spreadsheets 
and examples that gives you a vast level of detail.  Plus, they are specific to 
each process area - Incident, Problem, Change, etc...

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Click on View Demo to see the product in action

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, September 05, 2012 7:05 PM
To: arslist@ARSLIST.ORG
Subject: Product Catalog  MS Products

**
Hi All - We are wondering how people are categorizing Microsoft Products in 
their Product Tiers?  Specific applications: Word, Excel, Lync, SCCM, Remote 
Desktop,  PowerPoint

I am being asked to build them as Application / Microsoft / Word / Word / 
Microsoft (Tier 1 / Tier 2 / Tier 3 / Product Name / Mfg) and we don't believe 
that Mfg should be the Tier 2.

Thanks



Christie Pargeter
Legacy Health
IS - Programming
SR Technical Analyst
cparge...@lhs.org mailto:cparge...@lhs.org
  1120 Building

tel: 503-415-5149


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Re: OT-BMC Remedy Theme Song

[Lee Cullom]

Now, we just need Edelweiss... how about:

Guitar strumming... For ITSM 8.9

8.9 8.9... every morning you greet me...
H-T-M-L-FIVE (t)... Clean  Browser independent

Mueller looks happy to mee

Blossom of ITSM, bloom and grow... etc...

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 
Click on “View Demo” to see the product in action

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, August 28, 2012 6:55 PM
To: arslist@ARSLIST.ORG
Subject: OT-BMC Remedy Theme Song

My Favorite Remedy Things - Rick Cook  - 05/06/04 04:42 PM

New Escalations that run every morning
Forms full of jpegs the GUI adorning
Active Links that make my user views sing These are a few of my favorite things

When I’m coding, mind exploding
With thoughts good and bad
I simply remember my favorite things,
And then I don’t feel so sad.

Calls full of syntax that’s not quite full SQL Full of parentheses that are not 
equal Doug Mueller explaining EXTERNAL strings These are a few of my favorite 
things

When the bugs mount, think I’ve lost count When I’m feeling bad I simply 
remember my favorite things, And then I don’t feel so sad.

View Fields and Web services are the coolest But when I use them I feel like a 
foolest.
Then the ARSlist posters do bring
Help that is one of my favorite things

When I get stuck, when I’m skosh luck,
When I’m feeling bad.
I simply remember my favorite things,
And then I don’t feel so sad.

Every time something bad spawns or it hatches Lots of releases and lots of bug 
patches From engineering to our door they bring Closure that’s one of my 
favorite things

When my client’s not compliant
When I’m feeling bad.
I simply remember my favorite things,
And then I don’t feel so sad.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chas Roberts
Sent: Tuesday, August 28, 2012 5:49 PM
To: arslist@ARSLIST.ORG
Subject: OT: BMC Remedy Theme Song

I always thought it was 

Old BMc Remedy had a Form, with EIE I/O...

Chas

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Re: Importing data from another source form into the ITSM Incident form

[Lee Cullom]

--warning-- --sales pitch--

I'd be remiss if I didn't mention one nice little feature of Northcraft in this 
area.  Our cubes are based on .XML... and populated from the ARsystem database. 
 Bottom line is, 2 of our customers are currently leaving our old cubes up 
(tied to a previous version of Remedy ITSM... 7.1), while they use our new 
cubes against 7.6.4.  So, this allows you to retire the relational database, 
but leave the MD one in place without the same DB license and storage 
requirements.  That can help.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 
Click on “View Demo” to see the product in action


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, August 14, 2012 3:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Importing data from another source form into the ITSM Incident form

I would recommend, leaving your old data behind - put it in read only mode and 
just reference it.
Start clean. We did that back in 2009 when we migrated from an old custom app 
to ITSM.

Else you need to go through HPD:Help Desk and identify all the required fields, 
this isn't necessarily going to be straight forward, e.g. the customer name 
will need a people profile, unless you hard code this to the same person on all 
data imported, same would be true for owner or person assigned, etc...
Then there's Companies, Vendor companies, Support Groups that are all going to 
reference their specific request/entry Ids on the foundation forms.
So unless you're hard coding these on the data import, it could be a headache.

Regards,
 
Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Mark Lyndle Johnson
Sent: Tuesday, August 14, 2012 2:00 PM
To: arslist@arslist.org
Subject: Importing data from another source form into the ITSM Incident form

Hello,

My company recently purchased the ITSM suite 7.6.04 after running all of our 
ticketing processes on self-built custom-built Remedy forms.  We're trying to 
import data from our old custom ticketing form into Incident, but we're running 
into a lot of errors in the process where some fields are not accepting the 
data and other fields (such as the customer info) are not displaying data at 
all after the import.  Does anybody have a list of all of the fields that need 
to be populated in Incident in order for a data import procedure to function 
properly?  Also, if the list had any recommended values for the fields, that 
would be great.

Thank You,
Mark

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Re: OT: ARSLIST Signal-to-noise ratio

[Lee Cullom]

I'll add in as well... I tested out BMC communities last night for the first 
time... just to give it a shot.  I love the interface and the functionality, 
but it takes longer.  Email is more efficient.  Of course, you can go have the 
argument about efficiency and effectiveness, but... for my money... it's still 
ARSlist.  I think I'm becoming a grump about social media  technology these 
days in general.  I don't need to be buried in a sea of 128 character nuggets 
of shallow thoughtless garbage... but... I 

While we're ranting... I've been playing around with ServiceNow extensively.  
Let me say this.  It's WAY harder to customize than Remedy, it has less 
functionality (I know that can be appealing to some)... and the interface is 
simply not more attractive or more user-friendly than 7.6.4.  I know that BMC 
Remedy gets hammered all of the time, but I've got to give Doug M.  the gang 
their kudos.  ServiceNow is like Remedy Help Desk 4.0 without the simplicity of 
customization.


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 
Click on “View Demo” to see the product in action


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pruitt, Christopher (Bank of America 
Account)
Sent: Tuesday, August 07, 2012 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: ARSLIST Signal-to-noise ratio

I would like to chime in here. Not all companies and Government Agencies will 
allow access to external sites like, Nabble, Twitter, Blogs, and so on. For 
example, if you happen to work for some US Government Agencies, like DOD, DOE, 
FBI, CIA, etc., most or all these types of sites are blocked for one reason or 
another and you have no access period. So I find the ability to receive ARSList 
emails as the best method of communication between fellow ARSList colleges to 
share ideas, concepts, seek assistance to find answers to pressing issues, etc. 
 I have worked for, or contracted to, some of this kinds of companies and 
Government Agencies over my 18+ years of working with the Action Request System 
and the ARSList has been a great resource for me for over the years and would 
hate to lose that access to such a great community of support and inspiration.

Christopher Pruitt
Business Consulting III
Remedy Developer
BMC Certified Administrator: BMC Remedy AR System 7.6.04 HP Enterprises 
Services christopher.pru...@hp.com www.hp.com 

Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Tuesday, August 07, 2012 7:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: ARSLIST Signal-to-noise ratio

Jose,
As Daniel mentioned...there have been efforts, and will continue to be efforts 
to move ARSList to forum (nabble anyone?), but as discussed, this IS the format 
for ARSList, and will likely stay that way.  Many people (even yourself) 
utilize both the BMC Communities as well as ARSList.  I find that, as you said, 
the list is the place with the most varied experience, and the most useful 
topics and responses...so I think I spend more time here than over at the 
communities...but I participate in both, so I would suggest participating where 
you want to participate, and not where you don't.  :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Monday, August 06, 2012 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: ARSLIST Signal-to-noise ratio

**
Hi Doug,

First, Before beginning exposing my opinion, I want to state that the arslist 
is the most value Remedy resource for me at this time. Also, that the next is 
only my opinion and a constructive critic. I'm new to this community and I will 
try to do my best to follow the rules.

Said this, I think that maybe Arslist is not on the best communication format 
available for sharing the knowledge. A community of 50 or 100 experts can be 
hold as an email group, but when the numbers go higher I think that web-based 
forums fit better for the purpose. 

Arslist is based on mail, and people apply on ARS list what they normally apply

Re: Returning to Remedy after a long hiatus

[Lee Cullom]

Rick,

The Remedy culture lives on!  Welcome back!  I had to leave home for a time 
too... in order to ensure that this home was the best home.  Let me tell you 
this... after exploring Service-Now, CA SDM, HP SM, IBM TSRM, Remedy and SDE 
in-depth.  Remedy still remains the best.  What's interesting is that the real 
threat to Remedy is Remedyforce because of the force.com platform.  But, what's 
even more interesting than that is that Remedy ARS is still a better platform 
than force.com.  I wish BMC would turn Remedy into a PaaS before it's too late!

Anyone up for paying $999/year to be part of a Remedy development community for 
unlimited development access to Remedy?  Please vote yay now on the list... BMC 
- please watch the revenue stack up as the yes's come in...

And then, let's build some apps that go head to head with force.com... and let 
'em feel the ARSlist dev community heat!

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 
Click on View Demo to see the product in action

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, July 24, 2012 6:34 PM
To: arslist@ARSLIST.ORG
Subject: Returning to Remedy after a long hiatus

Hello listers-

Some of you might possibly remember me from several years ago when I was 
working at a large national retailer. I was only able to devote about 30% of my 
time to Remedy and after several years of trying to convince management that IT 
could provide many more benefits to the company as a whole (and not just IT) I 
finally gave up on repeating my message to deaf ears.

Fast forward quite a few years and I've left that retailer to work as a 
full-time developer with QMX. I am very happy to be back but I've got a lot to 
learn not only on the current version of ARS (we were still on 7.0.1 at my old 
shop) but also learning ITSM from the ground up. I will be lurking here and 
trying to get back to my old habit of picking up bits of knowledge here and 
there by reading posts to the list.


-Rick
__
Rick Westbrock
Remedy Developer
QMX Support Systems

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Re: Custom status in Incident Mgmt

[Lee Cullom]

It sounds like someone is trying to get a handle on how many incidents have 
been transferred... but that should be handled in the assignment log.  Have a 
look.

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com 
Main - (678) 664-ITSM

http://www.northcraftanalytics.com 
Click on View Demo to see the product in action
   
    



    




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT)
Sent: Thursday, July 19, 2012 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Custom status in Incident Mgmt

I agree with Joe, plus how will adding Transferred impact SLM's KPIs and 
Service Targets?  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Thursday, July 19, 2012 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom status in Incident Mgmt

Joe,

I hate to ask the obvious question but what does the Transferred status 
signify? If you have transferred this incident to an external vendor or another 
ticketing system isn't that a change in the assignment? The vendor tab has a 
place to reference external tracking numbers too.

Doug

--
Doug Blair
+1 224-558-5462

Sent from my new iPad
Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)

On Jul 19, 2012, at 8:03 AM, Joe hornetlo...@gmail.com wrote:

 We are looking to add a custom status in Incident Management.  
 Currently Statuses:
 New
 Assigned
 In Progress
 Pending
 Resolved
 Closed
 Cancelled
 
 Would like to add another status called transfered.
 
 
 New
 Assigned
 In Progress
 Pending
 Resolved
 Transfered
 Closed
 Cancelled
 
 What impact would this have?
 
 Multi-tendency (can we do it for just one company?)
 
 Windows, SQL Server05, ITSM 7.0.03
 
 Thank you
 
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Re: ITSM Product Assignment administration

[Lee Cullom]

Here's a packaged methodology for ITSM classification.  Have a look...

http://www.itsmuniversity.net/it-is-a-long-established/

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Click on View Demo to see the product in action









From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, June 05, 2012 5:48 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Product Assignment administration

**

Our Service Desk is having some heartache with getting incidents assigned to 
the correct engineering group for infrastructure products. They want to use 
product assignments but dread maintaining them.

Today we have product assignments built mainly for business applications for 
our Application, Support and Maintenance support groups - there's only a few 
hundred of these.

But there are thousands of infrastructure products, and nearly 100 engineering 
type support groups.

Besides using the OOTB ITSM product assignment administration, does anyone have 
recommendations on best approaches to maintain this data. Are there any third 
party tools / apps, do you just use the OOTB admin, or did you create a custom 
admin app.

Perhaps in a small to medium business this wouldn't be too much trouble, but in 
a large enterprise it's a headache.

My initial thought was to create a custom admin display form to let support 
group managers pick which defined products they are responsible for, and create 
workflow to create the assignment records on the backside.

We prefer COTS solutions if there are any.

Regards,

Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.commailto:ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


The information transmitted is intended only for the person or entity to which 
it is addressed and
may contain confidential and/or privileged material. If the reader of this 
message is not the intended
recipient, you are hereby notified that your access is unauthorized, and any 
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Re: Remedy ITSM Versus Microsoft Service Center System Manager

[Lee Cullom]

This is an interesting topic to me... I think I barely stayed on-topic, so I 
didn't OT it, but feel free to move on with your life rather than reading...

Microsoft is making inroads, but they still have little to no market share.  
They are now giving away SCSM when you own SCOM or SCCM.  It's their most 
effective strategy.  I've seen them pop up in 2 Remedy accounts in the 
Southeast recently.  I would be careful.  Microsoft tinkers around for about 10 
years, but they eventually get things right.  However, it seems they have more 
success with infrastructure products (for example):

O/S - Windows 3.1.1 wasn't very good was it?  Windows 7... I am actually in 
love with it.
SCCM - SMS was pathetic at one time... but... they kept at it.
SQL Server - Remember when people used to call that a joke?  It was the old 
Sybase code!
SCOM - They now sell almost $1 Billion/year of this product.  This was yet 
another acquisition that started off rocky...
Virtualization - It keeps on improving... and with their pricing and recent 
improvements, they might be able to take on VMware in 1-2 more major releases.
OLAP - SQL Analysis Services was the laughing stock of BI in 2000, even in the 
2005 release it was worse than BO.  People typically stop laughing when they 
see our product query 4.1 Million CI records (in Atrium CMDB) in less than 3 
seconds.  Yes, that's right, less than 3 seconds.  On a server with 8 GB of 
memory and 4 processors... and no additional database licenses (you hit an .XML 
data store).
MS Exchange - You have to admit, it's still better than Gmail.

On the enterprise applications side though, they haven't fared so well.  They 
have had the CRM product for a great deal of time, but haven't cracked 4% 
market share in the latest Gartner report.  Great plains has done very well, 
but only in the SMB.  So, it is interesting.  Microsoft has been successful in 
enterprise IT, but typically on the infrastructure side, not applications like 
SCSM.

However, after seeing the worst ITSM product (maybe not worst, but pretty darn 
bad) on the market attain 7% Market share (aka CA Service Desk Manager)... and 
IBM Lotus Notes still hanging on to 7% of email server market share, I know 
that product isn't everything... unfortunately.

Lee

Lee Cullom | President | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, March 22, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager

**
Agree with Fred. Give BMC the opportunity to retain your business and take the 
load off your shoulders

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Grooms, Frederick W
Sent: Thursday, March 22, 2012 2:40 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager

**
If they are having an MS salesperson in then maybe you need to have a BMC 
salesperson in as well ... Apples to Apples

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, March 22, 2012 1:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager

**

Remedy is far more mature on its processes and how the software supports them.  
Compare the CMDBs under the covers for a real good example.  MS apps are aimed 
at the SMB stack for now.  Not sure how they would scale.  Don't let the focus 
be on the GUI - focus on comparing internals, like how would one customize the 
apps or the structure?

Rick
On Mar 22, 2012 2:18 PM, Pierson, Shawn  wrote:
**
It looks like my newly merged company is going to evaluate different ITSM 
suites.  Specifically, the evaluation is between keeping Remedy and going with 
Microsoft SCSM.  From what I can tell BMC doesn't really consider SCSM a 
competing product so they don't have any literature available showing why 
Remedy is a better product.
Unfortunately, I'm expecting that I will end up giving a presentation on our 
current Remedy system and what we currently do, to be followed by a slick 
Microsoft salesperson who can promise anything they want with no basis in 
reality.  I've done some investigation into SCSM and while

Re: Remedy ITSM Versus Microsoft Service Center System Manager

[Lee Cullom]

Dawn,

I saw this in a demonstration in 2010 with SCOM.  They have network topology 
mapping for the most part… and application maps for most Microsoft 
applications, but not a huge library of things that they map like ADDM.  So, 
this is probably something to point out.  However, for demo purposes… they have 
something they can show which can make it tough to argue against.  It would not 
be wise to say… “They don’t have anything for topology mapping.”

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dawn Derouchie
Sent: Thursday, March 22, 2012 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager

**
I am not sure if this is true or not, but I have heard that Microsoft SCSM with 
respect to their CMDB, does not have the equivalent of an ADDM and that the 
discovery peice would still need to be done with another vendor's software.

So lets say you used some other vendor's software for that peice... then how 
hard is it to map back to the SCSM data model (relationships etc).  Just 
something to ask them about.

Regards,
Dawn

From: Pierson, Shawn shawn.pier...@sug.commailto:shawn.pier...@sug.com
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thursday, March 22, 2012 1:18 PM
Subject: Remedy ITSM Versus Microsoft Service Center System Manager

**
It looks like my newly merged company is going to evaluate different ITSM 
suites.  Specifically, the evaluation is between keeping Remedy and going with 
Microsoft SCSM.  From what I can tell BMC doesn’t really consider SCSM a 
competing product so they don’t have any literature available showing why 
Remedy is a better product.

Unfortunately, I’m expecting that I will end up giving a presentation on our 
current Remedy system and what we currently do, to be followed by a slick 
Microsoft salesperson who can promise anything they want with no basis in 
reality.  I’ve done some investigation into SCSM and while they seem to have 
made progress, it’s still primitive compared to Remedy in my eyes.  However, 
being an I.T. person rather than a sales person, I may not be able to easily 
convey my point of view well.

So my question is to any of you that have looked at SCSM, especially the newest 
version, what is your opinion on the product?  If you think Remedy is better, 
why?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

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Re: Has anyone used the browser on IPAD for Remedy applications?

[Lee Cullom]

Mobile Reach can help on this one...

http://www.mobilereach.com


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
678-438-7244 | lee.cul...@northcraftanalytics.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, September 14, 2011 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone used the browser on IPAD for Remedy applications?

** Maybe someone needs to develop an app?
On Wed, Sep 14, 2011 at 10:46 AM, Jaffaree, Shamhoon 
shamhoon.jaffa...@dowjones.commailto:shamhoon.jaffa...@dowjones.com wrote:
**
Hi ,
 We are trying to use Remedy applications (developed in house) on IPAD  thru 
the browser, but some of the functionalities don't work such as menu 
selections, if anyone has tried it and did a workaround please update me.
Thanks
Shamhoon Zenath Jaffaree
Application Architect (Remedy)
Dow Jones  Company
Office:609-520-5890tel:609-520-5890
shamhoon.jaffa...@dowjones.commailto:shamhoon.jaffa...@dowjones.com
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--
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: First Call Resolution

[Lee Cullom]

The oldest topic in the ITSM world… FCR measurement!

We have a solution that sounds similar to what Pavan came up with… It required 
us to join several views.  And, this is the ITSM 7.X way, it would be different 
for custom Remedy shops, but the principles are the same.

We leverage a little known capability (and typically an un-configured 
foundation element in Remedy) – Support Group Role.  Remember that?  This helps 
us keep the metric external (basically objective, but for a full definition see 
our blog at http://www.northcraftanalytics.com/blog - “What makes a good ITSM 
metric?”

Basically, it works like this:


-  CTM Support Group – Find the Support Group Role, make sure this is 
configured (It only requires a modify all)

-  HPD: Help Desk – Incident Number, Description, etc…

-  Assignment log – Check to see if the Incident left the Individual 
where the incident was initiated

-  Business Time – To ensure that you’re talking about business minutes 
for those times where an Incident was submitted at 4:58 PM and closing time is 
at 5.

-  DST – We decided to go ahead and calculate this one outside of 
Remedy due to the flux.


This particular set of joins in our cube also allows us to find bottlenecks in 
the assignment process… and metrics like “Average time for 2nd Level to 
Respond”  These principles can also be leveraged for other process areas that 
have similar bottleneck potential.

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
678-438-7244 | lee.cul...@northcraftanalytics.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
Sent: Monday, August 08, 2011 7:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: First Call Resolution

**
Our service desk has a rule that they don't submit the ticket until they are 
hanging up. So, the ticket is either resolved at submit or assigned to someone 
for follow up. This allows us to use status history to determine first call 
resolution - If StatusHistory.Assigned = Null And StatusHistory.Cancelled = 
Null And Submitter = Assignee And Status = Closed

Kelly Deaver
L-3 Stratis / FAA Contractor
kdea...@kellydeaver.commailto:kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.govmailto:kelly.ctr.dea...@faa.gov (Business mail)


 Original Message 
Subject: Re: First Call Resolution
From: Pavan hipa...@yahoo.commailto:hipa...@yahoo.com
Date: Wed, August 03, 2011 10:34 am
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG

We had to automate this process to avoid any manual decision making as it 
violates the actual rules if someone manually fills the information in a field.

If the Case is created by person A and it was never assigned to anyone else or 
to any other group and the ticket was resolved within the 30 mins time frame.

Again every company uses different logic but that is how we are doing 
internally over here.

Thanks
Pavan

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Re: Ticket data content issues (Healthcare Industry)

[Lee Cullom]

Shane,

Someone from HCA should be on this list who could answer in greater detail, 
but... at one time, they had customized Remedy to include some legalese that 
was presented to the Remedy user upon logging in related to Patient sensitive 
information.  In addition, I believe there were certain categorizations that 
would trigger an additional audit record, because those categorizations were 
related to Patient Sensitive information.  Finally, in asset management, there 
were fines associated with patient sensitive information being left on an asset 
on disposal, so there was workflow that would remind the user of that during 
the disposal process.

There may be more... and I may have forgotten a few things here and there.  But 
that was the gist of them I believe...

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
678-438-7244 | lee.cul...@northcraftanalytics.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shane Buchholz
Sent: Friday, July 22, 2011 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Ticket data content issues (Healthcare Industry)

**
I have had a request from our security officer to find out if there are any 
specific security concerns we should be aware of in relation to processing 
Incident tickets in a healthcare environment.  I think he is specifically 
looking at the Summary, Notes and Work Info data that could be entered by the 
Service Desk or any of the Technicians/Analysts.  If anyone from the healthcare 
industry has some insight they could share I would appreciate it.  I apologize 
for not being able to be detailed in the request, but this was presented to me 
as a hypothetical so I don't have much to go on.

ARS 7.5
ITSM 7.6
Windows Server 2008 (64-bit)
SQL 2005

Thanks,

Shane Buchholz
Systems Analyst II - Remedy
I.S. Business Operations
Samaritan Health Services


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Re: BMC Dashboards: One user repository is better than two

[Lee Cullom]

Hi everybody!

Sorry for the shameless self-promition, but since it's on-topic... We have a 
somwhat different solution to this problem, have a look at our product... 
http://www.northcraftanalytics.com

We use one architecture for Dashboards and Analytics.  It's Microsoft-based 
(not for everyone) so we use Excel, Sharepoint and Integrated Windows 
Authentication combined for a seamless interface into Remedy (albeit 
Microsoft-based).  That way, when you login to windows you have access to our 
product through Sharepoint (for the Dashboards) and Excel (for the Ad-hoc 
Analytics).

In addition, we have:

655+ pre-calculated metrics
135 Key Performance Indicators
8 Process Areas

I will throw this in... If you're not up for a Microsoft solution - JSS is a 
GREAT company.  Back in the IT Prophets days, they were very helpful at Avaya 
(Thanks John!).  Just my 2 cents...

Lee  

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