Re: Reconciliation Engine Ignoring Changes

[Lisa Kemes]

Hi Mike!  I tried your suggestion and it didn't work.  I'm going to try to
set this field with "Defer if NULL" on the merge precedence and see if it
works.

Thanks!

Lisa

On Tue, May 21, 2013 at 3:59 PM, Mike Tomasiewicz (ConAgra Foods) <
mike.tomasiew...@conagrafoods.com> wrote:

> **
>
> Try actually replacing the value with $NULL$ and saving the record.  The
> absence of data is not necessarily “null” and the precedence rules usually
> default to some value over none at all.
>
> ** **
>
> .: Mike T :.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Tuesday, May 21, 2013 12:39 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Reconciliation Engine Ignoring Changes
>
> ** **
>
> ** 
>
> Just a little more info on this...
>
>  
>
> Right now we are not really reconciling anything, it’s just on because we
> will be incorporating ADDM sometime in the future, so basically all it does
> for now is move changes from BMC.Asset.Sandbox to BMC.Asset.  There is only
> 1 reconciliation job running (continuously)
>
> Thanks! 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Reconciliation Engine Ignoring Changes

[Lisa Kemes]

Just a little more info on this...
>  
> 
> Right now we are not really reconciling anything, it’s just on because we 
> will be incorporating ADDM sometime in the future, so basically all it does 
> for now is move changes from BMC.Asset.Sandbox to BMC.Asset.  There is only 1 
> reconciliation job running (continuously)
> 
> Thanks!

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Reconciliation Ignoring Changes

[Lisa Kemes]

> 
> Not sure why this is happening, but when there is a change to a CI (let’s say 
> Computer System), the reconciliation does not seem to work when you remove 
> the data from a field.  For example, I cleared out the Room field and hit 
> save.  I see that the a record is created in the Sandbox (with no room), then 
> the Sandbox record disappears and the BMC.Core:BMC_BaseElement form is not 
> updated.  If I were to change the Room from RM37 to RM38 for example, the 
> reconciliation works, but for some reason, it seems to ignore changes when 
> you clear out a field.  This happens with all the fields. 
>  
> Has anyone run into this problem before?
>  
> ARS 7.6.04 ITSM
>  
> Thanks!
>  
> Lisa Kemes
> Remedy Consultant
>  
>  

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Re: Class Manager Adding Attribute

[Lisa Kemes]

Thanks Alvin!  

Do you normally use these settings in prod as well when adding attributes?  
(And then setting it back?)

We do have development cache mode selected but not the other one.  I'll try 
that and see if it works. 

Thanks!

Lisa

On May 20, 2013, at 3:05 AM, Alvin Tan  wrote:

> **
> Hi,
> I came across this problem before in version 7.5. It was frustrating but we 
> managed to find a workaround for this.
> Before Class Manager, go to your server configuration in Administration 
> Console and enable 'Development Cache Mode' and select 'Cache only Display 
> Server Properties'. You will need to restart the server to apply the changes. 
> Once that is done, open class manager and add in your attribute. If you like 
> to see the progress, turn on the SQL logs.
> Give it a try and see if it works for you. Don't forget to reset back your 
> configuration once you are done.
> 
> cheers.
> 
> 
> On Sat, May 18, 2013 at 3:39 AM, Lisa Kemes  wrote:
>> **
>> 
>>> 
>>> We have AR System 7.6.04 and I added an attribute (50 max length character 
>>> data type) to the BMC.Core BMC_BaseElement class.  I added the attribute to 
>>> the BMC.AM Namespace.
>>> 
>>> The status goes from Change Pending to Error.  I can't find where I can see 
>>> why it errors.
>>> 
>>> Eventually, the attribute finally appeared in the BMC_BaseElement class and 
>>> I'm able to put it on the AST:Computer System join form.
>>> 
>>> I went back to the attribute to add an Audit Open of Audit, and I keep 
>>> getting a status of Error (this time nothing changes).
>>> 
>>> To get it out of the Error status I do a "Reset to Previous State"
>>> 
>>> Are there any logs I can check to see why this keeps erroring?
>>> 
>>> Thanks!
>>> 
>>> Lisa
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
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Class Manager Adding Attribute

[Lisa Kemes]

> 
> We have AR System 7.6.04 and I added an attribute (50 max length character 
> data type) to the BMC.Core BMC_BaseElement class.  I added the attribute to 
> the BMC.AM Namespace.
> 
> The status goes from Change Pending to Error.  I can't find where I can see 
> why it errors.
> 
> Eventually, the attribute finally appeared in the BMC_BaseElement class and 
> I'm able to put it on the AST:Computer System join form.
> 
> I went back to the attribute to add an Audit Open of Audit, and I keep 
> getting a status of Error (this time nothing changes).
> 
> To get it out of the Error status I do a "Reset to Previous State"
> 
> Are there any logs I can check to see why this keeps erroring?
> 
> Thanks!
> 
> Lisa
> 
> 
> 

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Re: Commit Changes Active Link

[Lisa Kemes]

That's what I think I'm going to do. I would do a change field action on a temp 
field and set it to something bogus. Is that what you meant?

Lisa

On Apr 25, 2013, at 10:28 AM, "Tanner, Doug"  
wrote:

> **
> Lisa,
> How about doing a Change Flag (1) as the first action on the 
> button?
> Doug
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes
> Sent: Thursday, April 25, 2013 10:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Commit Changes Active Link
>  
> **
>  
>  
> I have a button that kicks off an active link to commit changes and then 
> kicks off another active link doing an open window action to open up a 
> crystal report.  Problem is, if there isn’t anything to save (if there aren’t 
> any changes), the commit changes Active Link kicks off, but then it stops any 
> other processing of any other workflow (so weird).  I’ve put the commit 
> changes and open window active link in an active link guide and that didn’t 
> work either.  It just stops after the commit changes (if there aren’t any 
> changes).  It works just fine if there was a change to the form (I hit the 
> button, it commits and opens up the crystal report). 
>  
> How can I get this to work?
>  
> Thanks in advance!!
>  
> AR System 7.6.04 SP2
> DB SQL
>  
> Lisa Kemes
> Remedy Consultant
> Dev Technology Group
>  
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> 
> 
> This email is subject to certain disclaimers, which may be reviewed via the 
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Commit Changes Active Link

[Lisa Kemes]

> 
> I have a button that kicks off an active link to commit changes and then 
> kicks off another active link doing an open window action to open up a 
> crystal report.  Problem is, if there isn’t anything to save (if there aren’t 
> any changes), the commit changes Active Link kicks off, but then it stops any 
> other processing of any other workflow (so weird).  I’ve put the commit 
> changes and open window active link in an active link guide and that didn’t 
> work either.  It just stops after the commit changes (if there aren’t any 
> changes).  It works just fine if there was a change to the form (I hit the 
> button, it commits and opens up the crystal report).  
>  
> How can I get this to work?
>  
> Thanks in advance!!
>  
> AR System 7.6.04 SP2
> DB SQL
>  
> Lisa Kemes
> Remedy Consultant
> Dev Technology Group
>  
>  

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Re: Base Development vs. Best Practice Customization

[Lisa Kemes]

This is a more detailed explanation by Doug when I asked the same question
back in 2011.

It's very good!

http://www.javasystemsolutions.com/arslist/view/89043859

On Wed, Mar 6, 2013 at 4:57 PM, Shellman, David wrote:

> **
>
> It seems we have gotten in a pickle with a few of our forms.  Looking for
> some advice/help with Base Development vs. Best Practice Customization
> using Developer Studio on 7.6.04.
>
> ** **
>
> We have a number of forms that were developed over the years.  The forms
> and workflow were all developed in house creating our own internal
> applications.  Some of these forms go all the way back to AR System version
> 3.0.
>
> ** **
>
> Move forward to being on version 7.6.04 and we are modifying the forms and
> work flow with Developer Studio.  For any changes we need to make to any AR
> System forms, we make sure that we’re working in Best Practice
> Customization to make sure that Overlays are used for future upgrades.  **
> **
>
> ** **
>
> While working on the homegrown apps, we were using Base Development Mode.
> It seems that periodically, individuals would be working on the home grown
> forms in Best Practice Customization Mode.  We are starting to see some of
> the forms showing up as Overlays, some of the views have fields that are
> shown in Base Development Mode and some fields shown in Best Practice
> Customization Mode.  To say the least it has become a confusing mess.
>
> ** **
>
> So I need to ask, what do others do with home grown forms?  Work on them
> in Base Development Mode or do you do everything in Best Practice
> Customization Mode?
>
> ** **
>
> Anyone know of a good way to either convert a mixed form back to Base
> Development or switch everything to Best Practice Customization?
>
> ** **
>
> Thanks in advance for your opinions.
>
> Dave
>
> ** **
>
> *Dave Shellman
> *+1 717 810 3687 tel
> +1 717 810 2124 fax
> dave.shell...@te.com
>
>  
>
> MS 161-043
> PO Box 3608
> Harrisburg, PA 17105-3608
>
>
> [image: 
> http://www.te.com/imagesTE/socialmedia/smallTElogo.gif]
> 
>
>  
>
> [image: 
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Re: Doug Blair (WWRUG11,12,13... MC and all around nice guy) Update

[Lisa Kemes]

May his upgrade from Doug Blair 7.6.04 to 8.0 go smoothly and as expected!
:)

On Thu, Mar 7, 2013 at 6:04 AM, Nau, Michael  wrote:

> **
>
> To override the phases for a specific filter, you can make a filter run
> in-line 
>
> (sequentially) by using a special naming convention in the filter name:***
> *
>
> ** **
>
> HPD:INC:DougGetWellSoon`!
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Daniel Bloom
> *Sent:* Wednesday, March 06, 2013 6:26 PM
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* OT: Doug Blair (WWRUG11,12,13... MC and all around nice guy)
> Update
>
>  ** **
>
> ** 
>
> For those of you who were at WWRUG12, you heard Doug mention that he was
> going to be having an important medical procedure.
>
> The procedure was actually two operations. The minor one occurred and went
> fine.
>
> ** **
>
> The Major one is tomorrow, Thursday March 7th. Doug is already in Dallas
> undergoing tests (Medical, not Remedy certifications).
>
> ** **
>
> I would like to ask everyone to send Doug some collective good will,
> prayer to the deity of your choice, Karma, positive meditation,
>
> bottles of Guinness. Actually I have promised him a keg of it J
>
> ** **
>
> He has also asked me to say the following:
>
> “I just don't want to see the ARSList stray too far from the technical
> discussion on my account.”
>
> ** **
>
> So as the Founder and administrator of the ARSlist, I ask you to please
> phrase any posts to the list about this as a technical discussion, for
> example:
>
> “Best wishes to Doug and hope his active links continue to fire running
> processes on the Server, how does one do that again?”.
>
> ** **
>
> I kid, humour is important, the operation is serious, but is expected to
> go well.
>
> Doug went to Dallas because that is where the surgeon that did the first
> operation went,
>
> and we do expect him to celebrate the success at WWRUG13 this year.
>
> ** **
>
> Daniel
>
> Friend of Doug
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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Override Query in Report on the Report Form

[Lisa Kemes]

When a typical user creates a Web Report, this field is default to NO, but
if it's an AR Report, this field is default to Yes.  Is there a way to
always make this default to NO without customization.  Just making sure
before I write a filter that sets this field to No.  This is a customer
request.

Thanks!

Lisa

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Re: ITSM Web reports with parameters

[Lisa Kemes]

This may help:


https://communities.bmc.com/communities/message/182969


On Mon, Mar 4, 2013 at 1:45 AM, syed Ziyan  wrote:

> ** Hi All,
>
> We have a requirement to create a web report with parameters prompt. While
> executing the report User will be asked to provide start date and end date
> as parameter.
> We are using ITSM 7.6.04. We need extract Incident report during a given
> time range.
>
> Please suggest if you have any idea on this or any doc (doc link) where
> these information are available.
>
> Thanks
> Ziyan
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Asset Management In Inventory

[Lisa Kemes]

I think this has to do with the Reconciliation engine and is probably
working as designed.  Problem is, the customer is requesting that they be
able to update CI's that are in In Inventory. Let me know if there is
anyone out there that has crossed this path before.

Thanks!

Lisa

On Fri, Mar 1, 2013 at 2:25 PM, Lisa Kemes  wrote:

> OK, then has anyone experienced the problem when someone tries to change a
> CI that's in In Inventory status, get the error message, close the form
> (without saving the changes) and then the status automatically get set to
> Deployed?  I can recreate it.  Also it stays on the Manage Inventory table
> as well.
>
> I'll have to check the logs.
>
> Lisa
>
>  On Fri, Mar 1, 2013 at 2:12 PM, Tauf Chowdhury wrote:
>
>> **
>> I think when you look at it as an Asset process, it shouldn't be "in
>> inventory" if you are making changes to it. It should be in some other
>> status and then put back into inventory. That's a pure process look at it.
>> I don't see that working IRL but I think that's why you're seeing errors.
>>
>> Sent from my iPhone
>>
>> On Mar 1, 2013, at 2:10 PM, Lisa Kemes  wrote:
>>
>>  **
>>  When the record is "In Inventory" status, if you try to make a change
>> to the record (notes or scan date or anything) it doesn't let you
>> stating "Pleae Select the inventory Location Information" even though this
>> has already been done when we changed it to In Inventory and saved it in
>> the first place.
>>
>> Sometimes it even takes the record out of In Inventory and moves it to
>> deployed and it's still in Manage Inventory.
>>
>> So my first question is, if a CI is in In Inventory, aren't you able to
>> update the CI?
>>
>> Lisa
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>

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Re: Asset Management In Inventory

[Lisa Kemes]

OK, then has anyone experienced the problem when someone tries to change a
CI that's in In Inventory status, get the error message, close the form
(without saving the changes) and then the status automatically get set to
Deployed?  I can recreate it.  Also it stays on the Manage Inventory table
as well.

I'll have to check the logs.

Lisa

On Fri, Mar 1, 2013 at 2:12 PM, Tauf Chowdhury  wrote:

> **
> I think when you look at it as an Asset process, it shouldn't be "in
> inventory" if you are making changes to it. It should be in some other
> status and then put back into inventory. That's a pure process look at it.
> I don't see that working IRL but I think that's why you're seeing errors.
>
> Sent from my iPhone
>
> On Mar 1, 2013, at 2:10 PM, Lisa Kemes  wrote:
>
>  **
>  When the record is "In Inventory" status, if you try to make a change to
> the record (notes or scan date or anything) it doesn't let you stating
> "Pleae Select the inventory Location Information" even though this has
> already been done when we changed it to In Inventory and saved it in the
> first place.
>
> Sometimes it even takes the record out of In Inventory and moves it to
> deployed and it's still in Manage Inventory.
>
> So my first question is, if a CI is in In Inventory, aren't you able to
> update the CI?
>
> Lisa
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Fwd: Asset Management In Inventory

[Lisa Kemes]

Sorry ARS 7.6.04 SP2

-- Forwarded message --
From: Lisa Kemes 
Date: Fri, Mar 1, 2013 at 2:10 PM
Subject: Asset Management In Inventory
To: arslist@arslist.org


When the record is "In Inventory" status, if you try to make a change to
the record (notes or scan date or anything) it doesn't let you stating
"Pleae Select the inventory Location Information" even though this has
already been done when we changed it to In Inventory and saved it in the
first place.

Sometimes it even takes the record out of In Inventory and moves it to
deployed and it's still in Manage Inventory.

So my first question is, if a CI is in In Inventory, aren't you able to
update the CI?

Lisa

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Asset Management In Inventory

[Lisa Kemes]

When the record is "In Inventory" status, if you try to make a change to
the record (notes or scan date or anything) it doesn't let you stating
"Pleae Select the inventory Location Information" even though this has
already been done when we changed it to In Inventory and saved it in the
first place.

Sometimes it even takes the record out of In Inventory and moves it to
deployed and it's still in Manage Inventory.

So my first question is, if a CI is in In Inventory, aren't you able to
update the CI?

Lisa

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Re: Archives

[Lisa Kemes]

I use http://www.javasystemsolutions.com/arslist to do my searches on the
arslist.

On Thu, Feb 28, 2013 at 5:02 PM, Mayfield, Andy L.
wrote:

> **
>
> Are you no longer able to search the archive for the ARSlist?  It just
> times out on me every time I try to run a search.
>
> ** **
>
> *Andy L. Mayfield*
>
> *Alabama Power Company*
>
> *Protection & Control Technician Staff*
>
> *Linc # 10*19140*
>
> *Cell # 205-288-9140*
>
> *Office # 205-226-1846*
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: RequestID of Remedy Group

[Lisa Kemes]

I wish the items in the Group List box on the User Form were dilineated by
a semi colon like the ones in the Computed Group List.  It would be so much
easier for a newbie like me to differentiate each group name.  But maybe
that just comes with more experience.

On Thu, Feb 28, 2013 at 3:58 PM, Mueller, Doug  wrote:

> Everyone,
>
>
> Actually.
>
> You need to be careful because the Group List is the list of EXPLICIT
> groups you
> are a member of.  These are the groups to which you are specifically
> assigned.
>
> There are also the Computed Groups of which you may be a member based on
> your
> membership in the various explicit group assignments and your login name.
>  These
> are in a different read-only field on the User form that is updated for
> you by the
> system to show which ones you matched.
>
> Then, there is the hierarchical group feature which if used means that you
> being
> explicitly assigned to one group may also grant you permissions to other
> groups
> which are below you in the hierarchy.
>
> Next, there is the Public group which of course grants you some
> permissions but as
> everyone is in this group, you can assume this group.
>
> At you know what groups you are a member of.
>
> Of course, you dynamically become a member of the Submitter and Assignee
> groups
> based on your login ID being in the corresponding fields on per record
> basis as
> well.
>
> OK, this finally gives you the list of all groups of which you have access.
>
>
> So, depending on what the purpose of getting this list is, remember, there
> are all
> kinds of issues with getting the group list -- is it the explicit group
> list or the
> expanded group lists that tell you what you additionally have access to.
>
>
> Then, if you are using this to determine access, you need to consider both
> the
> direct group assignment of permissions and the row level security
> permission
> assignment and then the presence of any group in your expanded group lists
> being in
> data fields  But, that is a discussion for a different day.
>
> I hope this helps,
>
> Doug Mueller
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> Sent: Thursday, February 28, 2013 5:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: RequestID of Remedy Group
>
> That'll only give you ITSM permissions, the 'Group List' field in the User
> form will give you the rest.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Rem_Developer
> Sent: Thursday, February 28, 2013 12:19 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: RequestID of Remedy Group
>
> **
>
> CTM:People Group Association. Query for particular User..
>
>
>
> Dhananjay
>
>
>
> From: Sayali Mahajan [via ARS (Action Request System)] [mailto:ml-node+[hidden
> email]]
> Sent: 28 February 2013 12:22
> To: Dhananjay Deshpande
> Subject: RequestID of Remedy Group
>
>
>
> **
>
> Hi,
>
>
>
> Is there a query/table to get the RequestIDs of all groups connected to a
> Remedy User?
>
> Any help will be appreciated.  Thanks in advance.
>
>
>
>
>
> Regards,
>
> Sayali
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> 
>
> If you reply to this email, your message will be added to the discussion
> below:
>
>
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>
> To start a new topic under ARS (Action Request System), email [hidden
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> >
> Sent from the ARS (Action Request System) mailing list archive <
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Re: New custom field oddity

[Lisa Kemes]

I usually do this when I'm comparing something in Dev and Prod, but it
might work here as well.  Take the def file of each form and compare just
the field.  Maybe there is something slightly different on the field from
one form to the next?

On Tue, Feb 26, 2013 at 6:27 PM, Peters, Ron  wrote:

> **
>
> After some more testing, I can rule out the AL. I simply created a new
> character field on both forms, gave them a default value, gave them
> ‘display’ for their entry modes, and changed their name/display from
> ‘character field’ to ‘test field’. I added them both to their respective
> ‘work detail’ tabs in an open space for visibility.
>
> ** **
>
> Flushed cache.
>
> ** **
>
> In Chrome/FF, when creating a new record, the field on HPD:Help Desk has
> it’s default value that can be highlighted/copied/pasted etc. The field on
> CHG:Infrastructure Change can do no such thing though it is accessible
> within IE.
>
> ** **
>
> I’m still pretty green at this but that just seems stupid. Am I missing a
> setting?
>
> ** **
>
> Thoughts?
>
> ** **
>
> Thanks.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS
> *Sent:* Monday, February 25, 2013 3:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: New custom field oddity
>
> ** **
>
> ** 
>
> Did you flush your MidTier cache after you added the field?
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Peters,
> Ron
> *Sent:* Monday, February 25, 2013 10:57 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* New custom field oddity
>
> ** **
>
> ** 
>
> Hi all,
>
> ** **
>
> I created a new field on both the HPD:Help Desk and CHG:Infrastructure
> Change forms. They are both similar in that they are read-only display
> fields. Each one has an active link that gives the field its value. The AL
> is working fine as the value is correct on both. The issue I’m having is
> browser based. Both fields work correctly in IE. However, Only the INC
> field works in FF and Chrome. The field is there and visible, but I’m
> unable to interact with it. I can’t select/highlight/copy the field
> contents in those browsers.
>
> ** **
>
> Any thoughts why one field works but not the other? Is there some setting
> that I’m missing?
>
> ** **
>
> Thanks in advance,
>
> Ron 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Bulk Updates (Relocate) CI

[Lisa Kemes]

Thanks Shawn,

That's what I thought.  I'm going to also look at the 8.0 docs and see if
they added any new features to bulk update there as well.

Lisa

On Thu, Feb 14, 2013 at 2:40 PM, Pierson, Shawn wrote:

> **
>
> Unfortunately, there isn’t a good way to do this for the average Asset
> Management user.  The easiest way for someone like you is to find the CIs
> on Base Element (since that’s the only way to make updates across classes)
> and do a Modify All.  For example, in our organization we keep moving
> buildings, so Floor 12 in this building being moved to the next building
> will require an update to the Site and Floor.  I’ve been considering making
> a customization to update the Room field in Asset Management from the
> People record of the person assigned as the “Used By” in the case of client
> technology.  That may be something else you’d want to look to keep the data
> maintained.
>
> ** **
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Thursday, February 14, 2013 1:34 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Bulk Updates (Relocate) CI
>
> ** **
>
> ** 
>
> ARS 7.6.04 SP2/Linux/Oracle.
>
>  
>
> Customer would like to include Floor and Room when doing bulk updates when
> relocated CI's (right now you can only choose Company, Region, Site Group
> and Site).  Seems like a valid request. (when you are relocating CI's, the
> room and floor are probably going to change as well)   Has anyone
> successfully done this before?  I can probably figure it out, just let me
> know of any gotchas or any tips and tricks if you have them.  I would
> appreciate it!
>
>  
>
> Thanks!
>
>  
>
> Lisa Kemes
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> Private and confidential as detailed 
> here<http://www.energytransfer.com/mail_disclaimer.aspx>.
> If you cannot access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Bulk Updates (Relocate) CI

[Lisa Kemes]

ARS 7.6.04 SP2/Linux/Oracle.

Customer would like to include Floor and Room when doing bulk updates when
relocated CI's (right now you can only choose Company, Region, Site Group
and Site).  Seems like a valid request. (when you are relocating CI's, the
room and floor are probably going to change as well)   Has anyone
successfully done this before?  I can probably figure it out, just let me
know of any gotchas or any tips and tricks if you have them.  I would
appreciate it!

Thanks!

Lisa Kemes

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Re: Blank form displayed when using the client

[Lisa Kemes]

Yikes, that's a memory allocation error.

On Thu, Feb 7, 2013 at 1:25 PM, Robert Heverley
wrote:

> ** Update to the issue.. Here is what the arerror log is showing: 390620 :
> Malloc failed on server (ARERR 300)
>
> On Thu, Feb 7, 2013 at 9:12 AM, Robert Heverley  > wrote:
>
>> Hey LJ,
>>
>> That is what I am thinking. They access the system in a very different
>> manner than most places. They connect to a server and launch the user tool
>> from there. I am wondering if they are sharing the home drive. Hmm. Thank
>> you.
>>
>>
>> On Thu, Feb 7, 2013 at 9:09 AM, Longwing, LJ CTR MDA/IC <
>> lj.longwing@mda.mil> wrote:
>>
>>> Robert,
>>> Try clearing out *.ARF and *.ARV files out of their home
>>> directory...they may have become corrupted
>>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
>>> Sent: Thursday, February 07, 2013 10:54 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Blank form displayed when using the client
>>>
>>> ** Hello Listers,
>>>
>>> We have an issue where a good percentage of our users are seeing a blank
>>> form (no fields) when they open in search or submit. Has anyone else
>>> experienced this? What was the solution? Any direction will help!!
>>>
>>> This form is on a ARS 6.3 system..
>>>
>>> Thank you,
>>> Robert Heverley
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
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>>
>>
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Re: Blank form displayed when using the client

[Lisa Kemes]

Is this a custom form?  Was it ever working before?

I would first look at permissions to the fields and views...

On Thu, Feb 7, 2013 at 12:53 PM, Robert Heverley
wrote:

> ** Hello Listers,
>
> We have an issue where a good percentage of our users are seeing a blank
> form (no fields) when they open in search or submit. Has anyone else
> experienced this? What was the solution? Any direction will help!!
>
> This form is on a ARS 6.3 system..
>
> Thank you,
> Robert Heverley
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Overlays and Original Forms (Easy Question)

[Lisa Kemes]

Doug,

Thanks again for taking the time to answer my questions!!

Yes, this helps a lot and what I suspected, but just wanted to make sure I
got it correct.

Lisa Kemes

On Tue, Jan 29, 2013 at 12:42 PM, Mueller, Doug wrote:

> **
>
> Lisa,
>
> ** **
>
> The other answers you have gotten are accurate, but they do not really
> address the question that you asked
>
> so I wanted to send a note to make sure that all was clear.
>
> ** **
>
> First, you can overlay many different things.  In your situation, there
> are three that are significant:
>
> ** **
>
> Forms
>
> Views
>
> Fields
>
> ** **
>
> The Form overlay covers the FORM PROPERTIES and is a container if you are
> trying to overlay something that
>
> the form contains.
>
> ** **
>
> The View overlay covers the VIEW PROPERTIES and the DISPLAY PROPERTIES of
> fields.
>
> ** **
>
> The Field overlay covers the FIELD PROPERTIES – everything about a field
> that is not a display property.
>
> ** **
>
> ** **
>
> In your case, you are overlaying a Form to cover a form property.  This
> does not overlay the view or any field
>
> on the form.
>
> ** **
>
> When you upgrade, the form overlay is overlaying the form properties so if
> there are changes to the form
>
> properties (the default get list or indexes or something else like that),
> your overlay will not pick it up.  Note
>
> that indexes are a special exception as they will really be there as they
> are needed for base but otherwise, you
>
> will not see the form properties.
>
> ** **
>
> However, you have not overlaid the view or fields or anything else so all
> changes there will show through.
>
> Any new fields or changed view or anything else will show through without
> issue…..
>
> ** **
>
> ** **
>
> ** **
>
> Now, to go back to David's answer about views.
>
>
> If you ADDITIONALLY added a new field for example as a new custom field to
> your form, you would then
>
> overlay the view (needed to make that field visible) and create a custom
> field.  On upgrade, your custom
>
> field would be there and your overlaid view would remain in place.  Any
> change to the screen layout would
>
> not show through (you would have to drop and recreate the view overlay and
> then add your custom field
>
> back in).  Any change to field properties other than display would come
> through as you did not overlay the
>
> individual fields.
>
> ** **
>
> And, as David noted, there may be a fix for the need to overlay the view
> in a blocking way so that even display
>
> properties for other fields would come through in a future release.
>
> ** **
>
> ** **
>
> ** **
>
> So, for your situation, your form overlay and change to form properties
> without overlaying view or field would
>
> inherit all view/field changes of an upgrade.  Only the form properties
> themselves are overlaid.
>
> ** **
>
> I hope this clarification helps,
>
> ** **
>
> Doug Mueller
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Monday, January 28, 2013 10:19 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Overlays and Original Forms (Easy Question)
>
> ** **
>
> ** 
>
> We are using ARS 7.6.04
>
>  
>
> I have a simple change I would like to make to a form (turning on the
> What's This feature by going to Properties/Menu Access/ and checking
> "help")  I'm surprised that this feature isn't automatically turned on, but
> I'm new to the OOB ITSM.
>
>  
>
> So I have to create an Overlay to the form to change this, no problem.
>
>  
>
> My question is, when we eventually upgrade to 8.0 this overlay will not be
> touched (thus keeping my customization), but the original form below it
> might change (like maybe a new field, etc).
>
>  
>
> Are these changes to the original form when upgraded, show up on the
> Overlay?
>
>  
>
> Just trying to understand..
>
>  
>
> Thanks!
>
>  
>
> Lisa
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Overlays and Original Forms (Easy Question)

[Lisa Kemes]

Thanks David!

Lisa

On Mon, Jan 28, 2013 at 4:05 PM, Easter, David  wrote:

> **
>
> It’s not so much the forms as it is the views…
>
> ** **
>
> In the 7.6.04 and 8.0.00 release, all fields in a form are added to the
> view overlay and are editable when you created a view overlay. This
> behavior masks even the base fields from any upgrades or hotfix.  In other
> words, if you have a view overlay and an additional field is added to the
> base form (either by BMC or via a custom object), it currently does not
> “show through” into your view overlay.
>
> ** **
>
> It is tentatively expected that the 8.1.00 release will address this
> issue.  This is one of the more commonly identified limitations of overlays
> when we talk with developers/customers.
>
> ** **
>
> -David J. Easter
>
> Manager of Product Management, AR System
>
> BSM & Atrium Solutions Management
>
> BMC Software, Inc.
>
>  
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Ersland, Rhonda
> *Sent:* Monday, January 28, 2013 11:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Overlays and Original Forms (Easy Question)
>
> ** **
>
> ** 
>
> In the BMC Remedy Action Request System 7.6.04: Form and Application
> Objects Guide, page 122, there is a section stating: 
>
> ** **
>
> “Overlays *do not *perform the following functions:”
>
> “*Automatically merge customizations with functionality added during
> upgrades*. For example, if a filter has three new actions in an upgraded
> application, those actions will not automatically be added to the filter’s
> existing overlay. Instead, you must identify the new actions by comparing
> the overlay to the upgraded origin object and then add them to the overlay
> if you decide to use them.”
>
> ** **
>
> It is not clear if that same logic pertains to new fields added to a BMC
> developed form.  I do know that the Best Practice Conversion Utility (BPCU)
> is the solution to identifying differences between existing and upgraded
> objects, and this utility is used to convert changes into overlays and
> custom objects.  
>
> ** **
>
> I hope this helps.
> Rhonda 
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Monday, January 28, 2013 10:19 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Overlays and Original Forms (Easy Question)
>
> ** **
>
> ** 
>
> We are using ARS 7.6.04
>
>  
>
> I have a simple change I would like to make to a form (turning on the
> What's This feature by going to Properties/Menu Access/ and checking
> "help")  I'm surprised that this feature isn't automatically turned on, but
> I'm new to the OOB ITSM.
>
>  
>
> So I have to create an Overlay to the form to change this, no problem.
>
>  
>
> My question is, when we eventually upgrade to 8.0 this overlay will not be
> touched (thus keeping my customization), but the original form below it
> might change (like maybe a new field, etc).
>
>  
>
> Are these changes to the original form when upgraded, show up on the
> Overlay?
>
>  
>
> Just trying to understand..
>
>  
>
> Thanks!
>
>  
>
> Lisa
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> [image: [First Republic Bank logo]]
>  --
>
> The information transmitted is intended only for the person or entity to
> which it is addressed and may contain confidential and/or privileged
> material. Any review, retransmission, dissemination or other use of, or
> taking of any action in reliance upon, this information by persons or
> entities other than the intended recipient is prohibited. If you received
> this in error, please contact the sender and delete the material from any
> computer. This message cannot be guaranteed to be secure or error-free.***
> *
>
>  
>
> First Republic Bank and its related entities do not take responsibility
> for, or accept time-sensitive instructions sent by email including orders,
> funds 

Re: Overlays and Original Forms (Easy Question)

[Lisa Kemes]

Thanks so much Rhonda!  That's what I thought.ugh

On Mon, Jan 28, 2013 at 2:55 PM, Ersland, Rhonda  wrote:

> **
>
> In the BMC Remedy Action Request System 7.6.04: Form and Application
> Objects Guide, page 122, there is a section stating: 
>
> ** **
>
> “Overlays *do not *perform the following functions:”
>
> “*Automatically merge customizations with functionality added during
> upgrades*. For example, if a filter has three new actions in an upgraded
> application, those actions will not automatically be added to the filter’s
> existing overlay. Instead, you must identify the new actions by comparing
> the overlay to the upgraded origin object and then add them to the overlay
> if you decide to use them.”
>
> ** **
>
> It is not clear if that same logic pertains to new fields added to a BMC
> developed form.  I do know that the Best Practice Conversion Utility (BPCU)
> is the solution to identifying differences between existing and upgraded
> objects, and this utility is used to convert changes into overlays and
> custom objects.  
>
> ** **
>
> I hope this helps.
> Rhonda 
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Monday, January 28, 2013 10:19 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Overlays and Original Forms (Easy Question)
>
> ** **
>
> ** 
>
> We are using ARS 7.6.04
>
>  
>
> I have a simple change I would like to make to a form (turning on the
> What's This feature by going to Properties/Menu Access/ and checking
> "help")  I'm surprised that this feature isn't automatically turned on, but
> I'm new to the OOB ITSM.
>
>  
>
> So I have to create an Overlay to the form to change this, no problem.
>
>  
>
> My question is, when we eventually upgrade to 8.0 this overlay will not be
> touched (thus keeping my customization), but the original form below it
> might change (like maybe a new field, etc).
>
>  
>
> Are these changes to the original form when upgraded, show up on the
> Overlay?
>
>  
>
> Just trying to understand..
>
>  
>
> Thanks!
>
>  
>
> Lisa
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> [image: [First Republic Bank logo]]
> --
> **
> **
> The information transmitted is intended only for the person or entity to
> which it is addressed and may contain confidential and/or privileged
> material. Any review, retransmission, dissemination or other use of, or
> taking of any action in reliance upon, this information by persons or
> entities other than the intended recipient is prohibited. If you received
> this in error, please contact the sender and delete the material from any
> computer. This message cannot be guaranteed to be secure or error-free.
>
> First Republic Bank and its related entities do not take responsibility
> for, or accept time-sensitive instructions sent by email including orders,
> funds transfer instructions or stop payments on checks. All instructions of
> this nature must be handled by direct communication, not email.
>
> We reserve the right to monitor and review the content of all email
> communications sent or received. Emails sent to or from this address may be
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Overlays and Original Forms (Easy Question)

[Lisa Kemes]

We are using ARS 7.6.04

I have a simple change I would like to make to a form (turning on the
What's This feature by going to Properties/Menu Access/ and checking
"help")  I'm surprised that this feature isn't automatically turned on, but
I'm new to the OOB ITSM.

So I have to create an Overlay to the form to change this, no problem.

My question is, when we eventually upgrade to 8.0 this overlay will not be
touched (thus keeping my customization), but the original form below it
might change (like maybe a new field, etc).

Are these changes to the original form when upgraded, show up on the
Overlay?

Just trying to understand..

Thanks!

Lisa

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Re: License question

[Lisa Kemes]

I second that as well

On Thu, Jan 24, 2013 at 2:19 PM, Jason Miller wrote:

> **
> I don't see "Service Management Specialist" anywhere in the config.  Why
> does the configuration and legal license naming have to be so convoluted?
>
> Is there anybody out there who has been able to take the documentation
> that indicates your licensed capacity (sent when you purchase or renew
> support) and then go configure an AR server with the appropriate number of
> licenses for the various types?
>
> Sorry for the mini rant but this is one area that has gotten worse over
> the years.  It seems we need to hire professional services just to map
> legaleze/licenseze to how the server is configured.
>
> Jason
>
>
> On Wed, Jan 23, 2013 at 1:57 PM, Easter, David wrote:
>
>> The ITSM Suite user license bundle that you'd need is the Service
>> Management Specialist.
>>
>> -David J. Easter
>> Manager of Product Management, AR System
>> BSM & Atrium Solutions Management
>> BMC Software, Inc.
>>
>> The opinions, statements, and/or suggested courses of action expressed in
>> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
>> voluntary participation in this forum is not intended to convey a role as a
>> spokesperson, liaison or public relations representative for BMC Software,
>> Inc.
>>  -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> Sent: Wednesday, January 23, 2013 11:05 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: License question
>>
>> Hi,
>>
>> The task forms does not seem to be tagged with a licensed application.
>>
>> In other words, an AR User Fixed/Floating would be adequate.
>>
>> Check with your sales rep what kind of license you should actually order.
>> Probably a Specialist Fixed/Floating...
>>
>> Best Regards - Misi, RRR AB, http://rrr.se
>>
>> > I was wondering if anyone knew what type of license a user would need
>> if they
>> > were just working on modifying tasks in Task Management.  I see Task
>> User
>> > doesn't have a license type required, but would they need to have an AR
>> User
>> > Floating/Fixed?
>> >
>> > [Description: Description: Description:
>> cid:image001.png@01CB1CFE.724B27B0]
>> > IT Accounts & ITSM Enterprise Applications Manager
>> > University of New Hampshire
>> > Client Services
>> > Primary: (603) 862-2377
>> > Alternate: (603) 862-4242
>> > paul.hodg...@unh.edu
>> > http://accounts.unh.edu
>> >
>> >
>> >
>> ___
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>> >
>>
>>
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>>
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Data Management Tool Invalid Permission Group Errors

[Lisa Kemes]

I'm getting Invalid Permission Group errors on the Permission Group Data
Management validation, but the permission group is there and is valid.  The
permission group is General Access.  Has anyone ever received "Invalid
Permission Group" errors on a Data Management validation even though the
group is there?

Thanks in advance!

Lisa Kemes
ITSM/ARS 7.6.04 SP4
Windows 2008
SQL

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Re: Upcoming Enhancements on BMC Software's Electronic Software Distribution Website

[Lisa Kemes]

Can't wait to see this!

Lisa

On Tue, Jan 15, 2013 at 1:04 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> This is FANTASTIC!!
>
> From: nore...@bmc.com [mailto:nore...@bmc.com]
> Sent: Monday, January 14, 2013 11:21 PM
> Subject: Upcoming Enhancements on BMC Software's Electronic Software
> Distribution Website
>
> BMC Software Electronic Product Distribution Website - Updates Scheduled
> for January 21
>
> BMC Software will update the Electronic Product Distribution (EPD) website
> on January 21 with several enhancements targeting ease of use and more
> clarity on the files available for download.
>
> The following new features will be included:
> *   Lists will be streamlined to show each product/version once,
> regardless of the number of supported platforms and languages. Platform
> support will show at the individual file level.
> *   Suites will display files grouped by both products and components
> (including licensed add-ons).  Components currently are not listed under
> suites.
> *   On the "Licensed Product" and "Patches" tabs: When viewing a
> product suite's latest version, you will see only the components that are
> covered under the licenses associated with your Support ID or EPD profile.
> Please note that the BMC Remedy IT Service Management Suite and older
> versions of other suites may still show downloadable files for unlicensed
> components.
>
> For further details, please view the BMC Electronic Product Distribution
> Technical Bulletin on the BMC Software website. The EPD website can be
> accessed via the Downloads and Patches link on BMC Support Central.
>
> If you have additional questions about the updated EPD website, please
> contact BMC Customer Support at 800 537 1813 (United States or Canada) or
> call your local support center.
>
>
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Re: Data Management Tool

[Lisa Kemes]

Thanks everyone!

On Mon, Jan 14, 2013 at 10:49 AM, Hullule, Kiran wrote:

> **
>
> staging form data is not required once the data is uploaded properly, in
> case you have any issues with the data that is promoted you can check the
> staging data. if there is no problem you start the next validation then you
> can clear the staging data and then start the validation process for new
> data.
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Monday, January 14, 2013 8:55 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Data Management Tool
>
> ** **
>
> ** 
>
> Hope everyone is having a nice Monday!  I have a quick question about the
> Data Management Tool.   Using it for the first time with 7.6.04 SP4 and
> wanted to know if I have to keep the data in the staging forms when I go on
> to another import/validate/promote.
>
>  
>
> For example, I've Converted/Imported the CSV files for Company and Company
> Alias.  Then I validated and then promoted. Can I then Delete all the
> staging data and then start on Op Cats and then Prod Cats or does that data
> have to stay in the staging forms?
>
>  
>
> Thanks in advance!
>
>  
>
> Lisa
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Data Management Tool

[Lisa Kemes]

Hope everyone is having a nice Monday!  I have a quick question about the
Data Management Tool.   Using it for the first time with 7.6.04 SP4 and
wanted to know if I have to keep the data in the staging forms when I go on
to another import/validate/promote.

For example, I've Converted/Imported the CSV files for Company and Company
Alias.  Then I validated and then promoted. Can I then Delete all the
staging data and then start on Op Cats and then Prod Cats or does that data
have to stay in the staging forms?

Thanks in advance!

Lisa

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Re: ServiceNow as SRM replacement?

[Lisa Kemes]

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  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: BMC Support Site Suggestion

[Lisa Kemes]

Done!  :)

On Tue, Dec 11, 2012 at 5:32 PM, Remedy  wrote:

> **
>
> 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.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.  J
> 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.
>
> ** **
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM 7.6.03 Pending Approvals

[Lisa Kemes]

Check the people form to see if the "Unrestricted Access" button is
checked.  I believe when that's checked an individual has access to all
companies tickets and changes

On Wed, Dec 5, 2012 at 7:43 PM,  wrote:

> Hi,
> In a multi tenancy setup, I was just wondering if anyone has encountered a
> problem where an individual from one Company can see records from another
> Company.
>
> In the Pending Approval list (web), there have been instances where
> individuals have seen all Change Requests rather than what the table field
> would normally show. A refresh of the table field normally fixes the issue
> and displays the correct records.
>
> Any info would be great.
>
> Thanks
> Les
>
>
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Re: HPD:IncidentInterface_Create

[Lisa Kemes]

I've noticed that colons in the notes or any character field stops the rest
of the data to come through in the outgoing emails.  Not sure if this is
the problem you are facing.

Happened in 7.5 and 7.6.04 for us in our custom environment.

Lisa

On Wed, Dec 5, 2012 at 12:27 PM, Martinez, Marcelo A wrote:

> **
> Hello List,
>
> We currently upgraded to 7.6.04. since then, some of our automated
> incident tickets are not being created correctly. The notes field is not
> bringing over all the text.
>
> We have an EDI system that sends emails to ARS when an error occurs. the
> email is parsed by the HPD:IncidentInterface_Create form. The incidents are
> being created. However, the notes field does not contain all of the info
> being sent via the email.
>
> Below is parts of the email that  EDI is sending. The details section
> contains multiple lines with returns and extra spaces, which I thought
> would cause the issue. The thing is.. this worked well in
> ARS7.1/ITSM7.0.03. I’m looking thru the BMC communities but haven’t been
> able to find anything. Has anyone seen this behavior and have you been able
> to remedy it?
> Thanks,
> Marcelo
>
> Schema: HPD:IncidentInterface_Create
> Server: marceloserver
> Description !10!: EDI Error
> Details !100151!: Script- details follow below
> Script-  SAPOutboundTreatmentBic997ErrorMailSchneider
> Ruleset- sap-outbound
> Rule Name-   PRP_010_ZCARNOT_120340
> Workflow ID- CPAMHQ-SBG02050abc5c-cfd6-4272-bcaf-87ed30089985
> Actual Component- Storing to Archive
> Trigger Name- PRP_010_ZCARNOT_120340!0D156Ca.ido
> Start Time-  Wed Dec 05 09:50:15 CST 2012
> end Time-Wed Dec 05 09:50:16 CST 2012
> Info1-
> [Error:ID=2023 LEVEL=1] InhouseDocReader readNextSegment(): offse
> t[6966(read Segment : NO_SEGMENT_FOUND)]: caught ReadingException
> Info2-
> [Error:ID=2023 LEVEL=1] InhouseDocReader readNextSegment(): offse
> t[6966(read Segment : NO_SEGMENT_FOUND)]: caught ReadingException
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ARerror.log file size control

[Lisa Kemes]

I wonder why there is not a setting in the admin console to create a backup
when the arreror.log file is at a certain size?  You can do this with all
of the other log files (I believe) like SQL.log, Filter.logs, etc.

Maybe create an Idea for this in BMC Communities?

Lisa

On Tue, Nov 27, 2012 at 11:59 AM, Peters, Ron  wrote:

> **
>
> Check out logrotate. http://linuxcommand.org/man_pages/logrotate8.html
>
> ** **
>
> Ron
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Tristan Roppel
> *Sent:* Tuesday, November 27, 2012 12:31 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARerror.log file size control
>
> ** **
>
> ** 
>
> Hi,
>
> ** **
>
> i have written a short bash script on the AR server side, which controls
> with the help of the at Unix command every hour the status of the
> arerror.log file.
>
> ** **
>
> BR
>
> ** **
>
> Tristan
>
> Am 26.11.2012 um 12:04 schrieb Suresh Loganathan:
>
>
>
> 
>
> ** 
>
> Team,
>
>  
>
> Do we have any option once the arerror.log file meets particular boundary
> file size then takes the back up and make it as empty? 
>
>
>  
>
> Thanks in Advance,
>
>  
>
> Suresh
>
>  
>
>
>  
>
> On Mon, Nov 26, 2012 at 1:31 AM, Neha Khandelwal 
> wrote:
>
> Hello All,
>
> There is  a requirement to control size of arerror.log file.
> Is there any option or setting available through which arerror.log file
> can be made empty automatically, if it size goes beyond a particular limit.
>OR
> The only option is to manually open the file and remove its contents?
>
> Thanks in advance
>
> Regards
> Neha
>
>
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>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> ** **
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: Data Management Tool stuck at Validate

[Lisa Kemes]

I'm doing more research.  Found this is a problem that others have had.
Checking out the docs Follow the instructions

in Recovering from a halted validation or promotion on page 88 of the Data
Management Admin doc.

On Wed, Nov 21, 2012 at 10:35 AM, Lisa Kemes  wrote:

> We have 7.1 ITSM migrating to 7.6 ITSM and I'm simply loading  Company
> data right now (and just Manufacturing Company data at that) to the new
> server using the Data Management tool.  Looks like the convert and import
> went find, but it's stuck at Validate.  It was stuck at validate while I
> was trying to validate Prod Cats and I had to delete the records from the
> ThreadManager form in order to start it again.  (I then just decided to
> just to Company data for now)
>
> I've Deleted all Promoted Staging Data, Deleted all Staging Data, Closed
> the user tool, restarted services, delete records from the ThreadManager
> forms and the Dataload Status forms.  This seems to make it "unstuck" and
> then I can rerun Validate, but then it just hangs
>
> Convert and Import seems to go just like it should.  My Company and
> Company Alias workbook is still at an "Unvalidated" Staging Status.
>
> Does anyone know where to look into why it just hangs?
>
> Lisa
>

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Data Management Tool stuck at Validate

[Lisa Kemes]

We have 7.1 ITSM migrating to 7.6 ITSM and I'm simply loading  Company data
right now (and just Manufacturing Company data at that) to the new server
using the Data Management tool.  Looks like the convert and import went
find, but it's stuck at Validate.  It was stuck at validate while I was
trying to validate Prod Cats and I had to delete the records from the
ThreadManager form in order to start it again.  (I then just decided to
just to Company data for now)

I've Deleted all Promoted Staging Data, Deleted all Staging Data, Closed
the user tool, restarted services, delete records from the ThreadManager
forms and the Dataload Status forms.  This seems to make it "unstuck" and
then I can rerun Validate, but then it just hangs

Convert and Import seems to go just like it should.  My Company and Company
Alias workbook is still at an "Unvalidated" Staging Status.

Does anyone know where to look into why it just hangs?

Lisa

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CI's

[Lisa Kemes]

Thank you very much for the explanation.  I think I'm getting there.

Sometimes when it comes to mapping I feel like this:
http://www.youtube.com/watch?v=VW27kyh7PVM  (sorry for the early Friday
Humor)

You've answered my main question (do I HAVE to force my CI's to use only
the Product Categories in the spreadsheet?) but, I will use the existing
Classes.

Should I try to follow the spreadsheet suggestions as much as I can (when
it comes to CI's and Classes)?  For example, on the spreadsheet the
Telephone CI is under the Equipment class, but the Cell Phone CI is under
the Computer System class.These are just suggestions correct?  If I
wanted to put cell phones under the Equipment class, that wouldn't hurt
anything would it?

Lisa



---


Lisa,

** **

Welcome to the wonderful world of mapping….

** **

I have an x, where do I put it, what do I call it, how do I identify it,
how do I name it, how do I ?

** **

It is not a simple task.

** **

You seem to have the document that is available with some suggestions of
where to map things.  It cannot

include everything and to some degree, there is a decision you need to make
about what you want to do

and how you want your data represented.

** **

Let's take a look at the different decisions you need to make.   Note, that
they are a series of decisions that

build on each other but that are relatively independent of each other at
the same time.

** **

First, what CMDB class should be used.  This is the first decision whenever
you have a new thing.  I have an

X and what class should I use (or do I need a custom class)?  Generally,
you should find a class that exists and

is appropriate for the object.  Only create a custom class if you really
have something that doesn't fit.

** **

So, let's take this example, what class does it go into?  Well, it is
pretty clearly something that is a piece of

equipment and so can go into the BMC_Equipment class.

** **

Second, but if everything like this is equipment? How do I tell it apart
for what type of a thing it is within the

class?

** **

That is where the Type attribute comes in.  This is an attribute on
BMC_BaseElement so every class contains

this field.  This field is a character field that you use to differentiate
within a class between different subtypes

of things that are within the class.  For example, for the
BMC_ComputerSystem class, you may have a type

of Hub or Router or Laptop or Server or ….  to tell different types of
computer systems apart.  NOTE: You can

have different pictures show up on Atrium Explorer for the same class by
having different pictures for each

type within the class.  So, you can differentiate graphically on the
picture even within a class.

** **

So, let's take this example, we have it in BMC_Equipment, now it is time to
set the Type field to something.

This is where you now need to understand if you care about the distinction
between a digital camera or an

analog camera between a camcorder or a video recorder or a …..  You make
the choice of how many type

categories you want to have based on what type of data you are going to be
entering and you list the types

that are interesting to you and then assign a value for the object to the
appropriate type within the set of

types you are going to allow.

** **

In your case, call it a Video Recorder  if that is what you want the type
to be.

** **

NOTICE that the CI class is BMC_Equipment (not Camera and not Video
Recorder), then the TYPE attribute

tells what type of equipment it is.

** **

Now, we come to the Product Categorization attributes.  These are really
not dependent (although they are

tied) to the Class and Type.  These attributes should be used to record
specific categorization and

Manufacturer and models of the object.

** **

So, in your case, yes, the Manufacturer may be Panasonic and the
Model/Version number would be whatever

it is.  A manufacturer/Model/Version is generally tied to a class and type
in the foundation data definition so

that you can tell if you find a Panasonic Model Q35R, it means it is a
video recorder that goes into the

BMC_Equipment class with a type of Video Recorder.

** **


There is never going to be able to be a complete and definitive list of
everything that you may want to model.

But, if you follow the guidelines given in this note, you should be able to
find a clear and reasonable location

for the objects you are putting into your CMDB.

** **

For example, we have a customer modeling airport gates.  This is never
something that would have been

thought about from an IT modeling perspective.  But, it has been modeled in
the CMDB.  It turns out they

used the BMC_Equipment class with a Type of Airplane Gate.

** **


I hope t

CI's

[Lisa Kemes]

I'm new to Asset Mangement and I refer to the CMDB 7.6.04 Mapping Your Data
spreadsheet a lot when trying to figure what class and product
categorization to put a CI under, but some of our CI's just don't seem to
fit under any of the classes.  For example Video Recorder (or camcorder).
How does everyone else come to their conclusions on where to place their
CI's under (what class and categorization).  Is there anymore info or
documentation to assist with this?  Or do you end up just guessing and
adding them under an already existing Class and then creating a
new Categorization that you feel is most relevant?

Thanks in advance!

Lisa

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Re: ARERR 300 Malloc failed on server

[Lisa Kemes]

Ken,

Malloc errors are 'Memory Allocation' errors, which means that some piece
of the system is asking the OS for memory, and is getting an OS level
response that the memory is not available.

Are you getting these errors on the User Tool or Midtier?

Lisa

On Wed, Oct 24, 2012 at 3:42 PM, Cecil, Ken  wrote:

> **
>
> We are getting this error intermittently over the past couple of weeks.
> The most consistent time it is occurring is when trying to attach a largish
> attachment (around 4MB). Some have also received it when trying to open an
> attachment. Yesterday for awhile we were getting the error anytime the
> SDA’s were trying to attach any attachment to an Incident. I ended up
> restarting the ar server service.
>
> ** **
>
> Has anybody run across something similar? (Arerr 300 when working with
> attachments)
>
> ** **
>
> I have a support request in with BMC and waiting for a reply. The KB
> articles I found did not seem to apply.
>
> ** **
>
> ** **
>
> Thanks
>
> ** **
>
> ** **
>
> Ken Cecil
>
> 574-283-4248
>
> kce...@hubbell.com
>
> ** **
>
> ** **
>
> AR 7.5
>
> ITSM 7.6
>
> Windows 2003 Enterprise 64bit
>
> SQL 2008
>
>
>
> --
>
> This email and any files transmitted with it are confidential and intended
> solely for the addressee. If you have received this email in error please
> notify the system manager. Subject to local law, communications (including
> traffic data) with Hubbell may be monitored by our systems [or a third
> party's systems on our behalf] for the purposes of security and the
> assessment of internal compliance with Hubbell policies. This footnote also
> confirms that this email message has been swept for the presence of
> computer viruses.
> www.hubbell.com - Hubbell Incorporated
>
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Re: Watching the news BMC.

[Lisa Kemes]

Looks like Oracle and Cisco aren't interested

On Wed, Oct 24, 2012 at 2:31 PM, Patrick Zandi  wrote:

>
> http://www.bizjournals.com/houston/news/2012/10/24/bmc-software-reportedly-in-talks-with.html?ana=yfcpc
>
>
> Sent from my iPhone
>
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Re: Bring back the ARSList MVP for 2013

[Lisa Kemes]

I've nominated and voted every year.  The folks on this list have been
incredibly helpful and have helped me figure out things that I couldn't
find in the ARS Docs or other places.  I feel incredibly grateful for all
who answer questions and help us along.  Nominating a person and then
voting took me about 2 seconds each time.  I hope we keep this tradition!
:)

Lisa

On Tue, Oct 23, 2012 at 2:36 PM, Susan Palmer  wrote:

> **
> Good idea Rick  how many responses can we get confirming we want the
> ARSlist MVP Award to continue.  This thread should not only continue that
> but also be named 'longest thread' !  Can we reach 1000 responses!
>
> Susan
>
> On Tue, Oct 23, 2012 at 12:42 PM, Rick Westbrock wrote:
>
>> I had been on hiatus from Remedy for almost two years and hadn't been
>> reading the list long enough to warrant voting this year but I certainly
>> will next year if Dan gives us that opportunity. My new position finally
>> gave me the chance to do Remedy development full-time and I'm jumping into
>> the world of the ITSM suite now as well so I imagine that all the gurus on
>> the list will be even more helpful to me in the future.
>>
>> Hopefully this will continue as a "a really long thread about continuing
>> it" in Dan's words so I changed the subject line.
>>
>>
>> -Rick
>>
>> ___
>> Rick Westbrock
>> QMX Support Services
>>
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
>> Sent: Tuesday, October 23, 2012 10:21 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: MVP 2012 - Congratulations LJ Longwing!
>>
>> Please sign to indicate your support of bringing back the ARSList awards
>> and MVP at WWRUG;
>>
>> http://www.ipetitions.com/petition/continue-the-arslist-awards-and-mvp/
>>
>> ... and spread the word :)
>>
>> Ken.
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
>> Sent: Tuesday, October 23, 2012 1:14 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: MVP 2012 - Congratulations LJ Longwing!
>>
>> Coolthat means if we can get around 500 votes or more for the MVP
>> next year, another tradition can be carried on:D
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of arslist
>> Sent: Tuesday, October 23, 2012 11:05 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: MVP 2012 - Congratulations LJ Longwing!
>>
>> **
>>
>> As I told LJ and the others in our midnight on discussion:
>>
>> IF there is a really big, and by big I mean say, 10% of the list,
>>
>> That sends emails or creates a really long thread about continuing it,
>>
>> I might be convinced to bring it back.
>>
>>
>>
>> But with 2.5% voting, although they usually reach the right conclusion,
>>
>> It says to me that the ARSlist is a commodity now and there isn’t that
>> much interest in
>>
>> The Award.
>>
>>
>>
>> To Clarify and somewhat repeat what I said at the conference:
>>
>>
>>
>> There is no longer a separate session for the ARSlist Awards, it is part
>> of an opening session dedicated to all awards
>>
>>
>>
>> The ARSlist carries on, and for now as “just an email list”
>>
>>
>>
>> Doing some Awards related to the ARSlist carries on
>>
>> The ARSlist MVP Award  is now retired
>>
>> I will be doing the 20th Anniversary of the ARSlist next year.
>>
>>
>>
>> Twinkies and Hawaii shirts have a life of their own.
>>
>> I will be throwing a wrinkle into that next year as well J
>>
>>
>>
>> Dan
>>
>>
>>
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Tami Palacky
>> Sent: October 23, 2012 11:31 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: MVP 2012 - Congratulations LJ Longwing!
>>
>>
>>
>> **
>>
>> Congrats LJ !!!
>>
>> I hope you did a good job of convincing Dan continue with the awards.  i
>> did vote and try to every year ... i dont do more on teh ARRList than read
>> the posts everyonce in a while, but you do notice those that are helpful in
>> the responses
>>
>>
>> On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote:
>>
>> **
>>
>>
>>
>> You had it coming a long time!
>>
>>
>>
>> Joe
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
>> www.wwrug12.com ARSList: "Where the Answers Are"
>>
>>
>>
>>
>> **
>> This email and any files transmitted with it are confidential and
>> intended solely for the addressee. If you hav

Re: JOB: Colorado Springs, CO

[Lisa Kemes]

That's because it would be impossible to replace you LJ!  :)

Lisa

On Tue, Oct 23, 2012 at 11:29 AM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Really?  A few weeks ago I posted that I have an opening at my company for
> a Remedy Developer with ITSM experience in Colorado Springs and the only
> responses I got back where asking where I was going.  Is the remedy market
> so strong at the moment that everyone is fully employed, and happy where
> they are?  Are there really not enough Remedy Developers in the market to
> support the current demand?this is a good thing mind you, but I'm
> looking for my replacement and can't seem to find one...
>
> Remedy 7.5, upgrading to 8.0 in the near future
> Full ITSM Suite, with customizations that need to be migrated
> Secret Security clearance either already obtained, or obtainable necessary
>
> Resumes of interested parties will be forwarded to corporate recruiter for
> contact
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: EXTERNAL: Updates via Import into Asset

[Lisa Kemes]

Hi John!

That's not it.  The leading zeros are still there.  I get an error message
that the ClassID can't be BMC_PRINTER (or BMC_COMPUTERSYSTEM etc) and it
needs to be BMC_ASSETBASE.  So I changed it in my .csv file and now I'm
able to import my changes.  I then just change it back to BMC_PRINTER, etc.

Weird.

Thanks again!

Lisa

On Wed, Oct 17, 2012 at 4:12 PM, Reiser, John J wrote:

> **
>
> Lisa,
>
> ** **
>
> If the Request-ID field does not have a prefix I’ll bet that then leading
> zeros are missing.
>
> When you open a .csv in excel it treats Request-ID values as numbers and
> strips the leading zeros.
>
> You can always format the column a special case and set the template as
> 000, that’s 15 zeros.
>
> Save the file and it will and the Request-ID with the correct number of
> zeros.
>
> ** **
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Wednesday, October 17, 2012 2:09 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: Updates via Import into Asset
>
> ** **
>
> ** 
>
> Hello all!!  :)  
>
>  
>
> We import assets into the AST:XXX forms (for example AST:Monitor).  We do
> not use AIE.  Customer imported records into the AST:Monitor form and put
> hyphens in the serial number and would like to take them out (the
> hyphens).  We exported the data into a .csv file, cleared out the hyphens
> and now would like to import the updates.  
>
>  
>
> Is there an easy way to do this?  I tried doing an import using the data
> import tool (using the Update Old Record with New Record's Data option
> under "Handle Duplicate Request IDs by") and it wants to add this to the
> database, not update it.
>
>  
>
> Any ideas?
>
>  
>
> ARS 7.5
>
> ITSM 7.5
>
> Windows 2003
>
> SQL
>
>  
>
> Thanks!
>
>  
>
> Lisa
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: 8.0 quick reference -- where is it ?

[Lisa Kemes]

I agree with Patrick, I'm finding it difficult as well.  You would think
that having it online would make searching easier, but without a master
index, it makes it harder.  I use that thing all time!  And the search
doesn't always give me what I'm looking for.

Lisa

On Wed, Oct 17, 2012 at 3:51 PM, vaibhav wadekar
wrote:

> ** You can refer below URL for any specific Documentation
>
>
> https://docs.bmc.com/docs/display/public/ars8000/Locating+PDFs+and+white+papers+in+the+online+documentation
>
> if you need specific page, you might go to Browse > Advanced > PDF Export
> > And Select the page that you would want to download as a PDF.
>
> Hope This helps.
>
> Regards/Vaibhav
>
> On Wed, Oct 17, 2012 at 8:08 AM, patrick zandi wrote:
>
>> ** yeah, I found the 2000 page doc, I miss the master index too...
>> and the search is not so good.. for me.. anyways
>>
>>
>>
>> On Wed, Oct 17, 2012 at 11:06 AM, Axton  wrote:
>>
>>> ** You can download the web based docs in pdf format.  The organization
>>> is pretty good.  I do wish that the site were broken into a set of pdf's
>>> instead of 1 giant pdf.  Splunk uses a similar interface/method of
>>> organization for it's documentation, but the pdf's are segmented.
>>>
>>> Axton
>>>
>>> On Wed, Oct 17, 2012 at 10:01 AM, patrick zandi wrote:
>>>
 ** I cannot seem to locate this doc, anyone know where it is..
 P.S -- I am not a fan of the web based docs.. at least yet..

 --
 Patrick Zandi
 _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>>
>>>
>>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>>
>>
>> --
>> Patrick Zandi
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Updates via Import into Asset

[Lisa Kemes]

That's probably a better idea since I don't know AIE yet.

I would create the escalation on the AST:Monitor form (for monitors).
Correct?

Thanks!

Lisa

On Wed, Oct 17, 2012 at 2:22 PM, Pierson, Shawn wrote:

> **
>
> I know all the work was already done manually, but why not just write an
> Escalation to do a REPLACE on the field to remove the hyphens and avoid
> dealing with any import issues altogether?
>
> ** **
>
> Otherwise, Atrium Integrator/AIE in conjunction with the Reconciliation
> Engine are the “right” ways to update the data, although they are really
> overkill for one time updates in my opinion.
>
> ** **
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Lisa Kemes
> *Sent:* Wednesday, October 17, 2012 1:09 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Updates via Import into Asset
>
> ** **
>
> ** 
>
> Hello all!!  :)  
>
>  
>
> We import assets into the AST:XXX forms (for example AST:Monitor).  We do
> not use AIE.  Customer imported records into the AST:Monitor form and put
> hyphens in the serial number and would like to take them out (the
> hyphens).  We exported the data into a .csv file, cleared out the hyphens
> and now would like to import the updates.  
>
>  
>
> Is there an easy way to do this?  I tried doing an import using the data
> import tool (using the Update Old Record with New Record's Data option
> under "Handle Duplicate Request IDs by") and it wants to add this to the
> database, not update it.
>
>  
>
> Any ideas?
>
>  
>
> ARS 7.5
>
> ITSM 7.5
>
> Windows 2003
>
> SQL
>
>  
>
> Thanks!
>
>  
>
> Lisa
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> Private and confidential as detailed 
> here<http://www.sug.com/disclaimers/default.htm#Mail>.
> If you cannot access hyperlink, please e-mail sender.
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Updates via Import into Asset

[Lisa Kemes]

Hello all!!  :)

We import assets into the AST:XXX forms (for example AST:Monitor).  We do
not use AIE.  Customer imported records into the AST:Monitor form and put
hyphens in the serial number and would like to take them out (the
hyphens).  We exported the data into a .csv file, cleared out the hyphens
and now would like to import the updates.

Is there an easy way to do this?  I tried doing an import using the data
import tool (using the Update Old Record with New Record's Data option
under "Handle Duplicate Request IDs by") and it wants to add this to the
database, not update it.

Any ideas?

ARS 7.5
ITSM 7.5
Windows 2003
SQL

Thanks!

Lisa

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Re: Congrats to Misi

[Lisa Kemes]

How exciting!!!  Congrats Misi

Lisa Kemes

On Fri, Jul 27, 2012 at 3:39 AM, Carl Wilson  wrote:

> Hi,
> I would just like to congratulate Misi on the birth of his daughter, he
> informs me mother and daughter are doing well.
> She arrived on Friday and was 3.7 kilos and 49 cm.
>
>
> Cheers
> Carl
>
> http://www.missingpiecessoftware.com/
>
>
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What are u doing these days?

[Lisa Kemes]

New shopping new life!
What are u doing these days?Yesterday I found a web of a large trading company 
from china,which is an agent of all the well-known digital product 
factories,and facing to both wholesalers,retailsalers,and personal customer all 
over the world. They export all kinds of digital products and offer realy  
competitive and reasonable price and high quality goods for our clients,so i 
think you make a big profit if do business with them.And they promise they will 
provide the best after-sales-service.In my opinion we can make a trial order to 
test that. 
Look forward to your early reply!
The Web address:  www.easylifeing.com
lisanoll!




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Overwriting Attachments

[Lisa Kemes]

I'm trying to capture add and delete actions of an attachment pool to a 
history form. Add and deletes are easily captured, but what if someone 
adds overwrites an attachment? A window pops up asking if you would like 
to overwrite it, but then it seems like Remedy does not recognize this as 
a "change." Is there a way to capture this?

Lisa Kemes 

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