Service Target Stop Qualification?

[Lisa Singh]

Hi List

Question about service targets. When building a custom target (in this case a 
stop condition) should any field that's in the form work as a qualifier? For 
example, if I want a stop condition when a workinfo type is created ('z1D_Work 
Log Type' = "Email System"), should that work? Or is it just the fields that 
happen to appear in the "basic" qualification builder?

Also do keywords work? Like if last modified data is within an hour of a 
$\TIMESTAMP$ as an example?

Thanks for any help.

Lisa

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Re: REMEDY ADMIN NEEDED in Colorado Springs, CO - SECRET CLEARANCE - 6 Month Contract to Hire - $80-100K (Based on experience) - Contract Rate $38-48/hr

[Lisa Singh]

On 9/21/13, Brian Goralczyk  wrote:

> I don't think you should feel insulted by comments regarding rate.

Forgot to mention, another personal opinion so write it off, but I do
believe people should be allowed to feel whatever they feel, I guess I
don't really understand someone telling me how I should feel. You
don't even know me.

Anyway flame me, keep arguing, stop, tell me what I should feel,
whatever. I'm not going to read this thread anymore because I am
finding it unpleasant for me.

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Re: REMEDY ADMIN NEEDED in Colorado Springs, CO - SECRET CLEARANCE - 6 Month Contract to Hire - $80-100K (Based on experience) - Contract Rate $38-48/hr

[Lisa Singh]

On 9/21/13, Brian Goralczyk  wrote:
> Lisa,
>
> It sounds to me like you realize the compromise you are making, which means
> I don't think you should feel insulted by comments regarding rate.

Indeed, some of work for reasons other than chasing the most dollars.
Also please take on board my other comments regarding UK employment.
But on balance I do find it somewhat insulting when someone
essentially boasts about being so highly paid.

  Also, I
> hope you are doing financial conversions when you talk rates. As I recall
> (from a few years ago) it was approximately a 2 to 1 ratio (American to
> UK).

1.6

So I am intrigued why you feel it was rubbed in.

Just write this off as a personal view so it doesn't extend the
argument. Telling someone they're being ripped off could be
misconstrued as someone not being savvy enough to get a chase high
salaries. The other thing I didn't mention and shouldn't have to is
that due to a disability I don't last very long in cut-throat private
sector environments. In any event it's still boastful.

If it ends the argument just write it off as a personal reaction to
boasting about being highly paid. Even if I choose a modicum of job
security and a decent benefit package over chasing the high contractor
dollars, it's polite to bear in mind people earn not just less but a
lot less. It's an international list and IT jobs aren't as lucrative
in the UK as in America in the best of circumstances. But just write
it off as I personally find boasting about being paid insulting, so
better if you blame me instead.

You chose your
> rate.  As does everyone else.  David was only bringing up the fact that
> there are people that aren't aware of the rate that they can get and us
> such hurt the people that do know by lowering the acceptable rate for a
> given skill set.
>
> These discussions are important for head hunters to understand why they are
> sometimes facing a challenge filling their need when they try to pay rates
> that are lower than have been accepted historically.  It is hard for a
> consultant to go from 75/hr to 50/hr.  This is a challenge for anybody to
> deal with.
>

Can we please stop now? I

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Re: REMEDY ADMIN NEEDED in Colorado Springs, CO - SECRET CLEARANCE - 6 Month Contract to Hire - $80-100K (Based on experience) - Contract Rate $38-48/hr

[Lisa Singh]

On 9/20/13, David Charters  wrote:
 I don't know what your back ground is but
> if you have this kind of back ground and you are working for less, then you
>
I work in the public sector in the UK. I'm not entirely sure what a
1099 is. Permanent public sector jobs in the UK generally don't pay
much until you reach senior level, the trade off is we get better
benefits than most of the private sector equivalent jobs.

> are getting ripped off.

I don't believe that to be the case. I like my current role and the
organisation and the conditions and benefits. I'm learning loads and
they're sending me on Remedy courses. I choose to stay and earn what
it pays.

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Wither Config? (config.jsp and atriumSSO)

[Lisa Singh]

Speaking of where BMC  support is sometimes lacking (see posts
passim)...here's one that seems to have stumped them for now.

Our dev environment was upgraded to 8.1 and area SSO has been replaced
with AtriumSSO

So where MidTier configuration used to live here:

https://bbc-dev.onbmc.com/arsys/shared/config.jsp

Our bypass URL morphed into the ever-easy-remember:
https://bbc-dev-sso.onbmc.com/atriumsso/UI/Login?realm=BmcRealm&goto=https://bbc-dev.onbmc.com/arsys/

I've tried every permutation I can imagine

Has anyone implemented AtriumSSO and if so know where the config.jsp live now?

Thanks,

Lisa

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Re: REMEDY ADMIN NEEDED in Colorado Springs, CO - SECRET CLEARANCE - 6 Month Contract to Hire - $80-100K (Based on experience) - Contract Rate $38-48/hr

[Lisa Singh]

On 9/13/13, Tauf Chowdhury  wrote:
> I dunno Jesus. I'm not one to tow the BMC line but in the past 1.5 yrs, BMC
> support has really come around. I can get to the support groups necessary
> to resolve or troubleshoot my issue fairly quickly.
>

When I started with Remedy 3 years ago, we opted for the OnDemand
solution, I wasn't a party to the decision making as I was hired
fairly close to rollout. It does seem a bit easier having someone
manage the infrastructure, but getting customisations implemented is a
tedious.

Three years ago the support was unbelievably poor. I spent a number or
years doing enterprise support for big companies and was horrified
what passed for enterprise-level support - it was maybe on a par with
free support you get with a 10 quid-a-month cell phone contract. It is
a lot better now, but still often frustrating - I still have to
sometimes tell them how to do things (by reading their product
manuals) and ignoring my responses for weeks then constantly trying to
send three emails with nothing but "any updates?" so they can meet
their ticket SLA goals still happens a bit too frequently.

All in all it has improved noticeably, and there are a couple of
people who are downright good (that fellow called Sander for instance
is very intelligent, always understands what I'm asking and has helped
me consistently). And as stated, any ticket escalated to 2L takes
weeks or months still.

I suppose I'd be relatively satisfied with support if they actually
read the emails customers send fully and carefully.

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Re: REMEDY ADMIN NEEDED in Colorado Springs, CO - SECRET CLEARANCE - 6 Month Contract to Hire - $80-100K (Based on experience) - Contract Rate $38-48/hr

[Lisa Singh]

(I should point out I work for a quasi-public organisation though.)

On 9/20/13, Lisa Singh  wrote:
> Kind of unfair to rub it in for those of us that work for a lot less
> than that! :-P
>
> On 9/11/13, David Charters  wrote:
>> $48.00/hr? Does anyone worth their Remedy salt work for that kind of
>> rate?
>> Maybe 2 x 48?
>

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Re: REMEDY ADMIN NEEDED in Colorado Springs, CO - SECRET CLEARANCE - 6 Month Contract to Hire - $80-100K (Based on experience) - Contract Rate $38-48/hr

[Lisa Singh]

Kind of unfair to rub it in for those of us that work for a lot less
than that! :-P

On 9/11/13, David Charters  wrote:
> $48.00/hr? Does anyone worth their Remedy salt work for that kind of rate?
> Maybe 2 x 48?

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Re: OnDemand VPN connections

[Lisa Singh]

On 9/3/13, Tomasiewicz, Mike (Information Technology)
 wrote:
> I should have been more specific.  We have an always-on VPN B2B connection
> with the BMC datacenters for our Remedy OnDemand instances.
>
> We decided to have our inbound mail hosted by BMC which alleviated some of
> our MAPI challenges with our existing Exchange environment.


I am kind of hoping we can do *exactly* the same - long slog up
bureaucracy mountain, starting with the struggle to get The Managers
to understand VPNs and why we need a B2B always-on solution. ;-)

Do you use ADDM as well by any chance?

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Re: Benefit of Objects' Conversion between Origin and Custom Objects

[Lisa Singh]

I asked a similar question on BMC communities.

No one knows is the conclusion I came to.



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Re: OnDemand VPN connections

[Lisa Singh]

Jason is correct - always-on, B2B VPN. We've got a meeting with a
fellow from BMC next week, which hopefully falls on the days I'm not
on leave, so I guess we'll see what they say. I was just curious if
any other OnDemand customers has a persistent VPN - it seems there
must be, there's no other way to (easily) handle incoming mail I
should think.

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OnDemand VPN connections

[Lisa Singh]

Any OnDemand customers out there by any chance?

We sort of in a position where we need a persistent connection between
our network and our OnDemand environments.

I a cisco vpn client to access the tools servers currently, bu that
requires a manual connect and disconnects if idle for a certain number
of minutes.

We really  able to get ADDM data and email from a local server into
Remedy we really need to have a persistent connection for that.

If there's any OnDemand customers out there, have you set up a
permanent end-to-end VPN solution. Networking's not my strong suit but
in past jobs we've done site-to-site IPsec VPNs on routers with no
problems. Anybody done this sort of thing with OnDemand?

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Re: IMAP certificate

[Lisa Singh]

On 8/28/13, Lisa Singh  wrote:
> On 8/27/13, Hodgdon, Paul  wrote:
>> Our incoming email cert for IMAP expired, does anyone have any idea on
>> how
>> we can fix it?
>>
>
> What operating system is your server on?
>

Sorry I should have said mail server on. Also who is your certificate
provider (i.e. Verisign, Thawte, whatever).

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Re: IMAP certificate

[Lisa Singh]

On 8/27/13, Hodgdon, Paul  wrote:
> Our incoming email cert for IMAP expired, does anyone have any idea on how
> we can fix it?
>

What operating system is your server on?

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Re: Sequence issue in Request ID while creating tickets

[Lisa Singh]

On 8/20/13, Karthick S  wrote:
> I have one doubt, it works fine in Dev remedy server with the parameter
> detail.

Do you have multiple servers? We found when adding another server the
numbers looked out of sequence because it was using IDs from both
servers' blocks. Our block size is 100, so we'd get  IDs out of
sequence between by 100-200 numbers, depending on which server's ID
block it pulled the ID from.

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Re: Network protocol/data error when performing data operation. Please contact administrator. (ARERR 9350)

[Lisa Singh]

On 8/12/13, Tauf Chowdhury  wrote:
> Are you load balancing at the user to web server layer? I've seen this
> when the LB session timeout is less than the connection timeout on mid
> tier.

Could very well be - it's happening to a user who was granted a
higher-than-default timeout session timeout in their user preference.
We're an OnDemand customer so I'd have to ask BMC to verify the LB
session timeout, but I suspect it is indeed less than the user's
timeout setting.

So reducing the user's session timeout would possibly resolve it?

Kind Regards,

Lisa

Remedy 8.1 / 2008 R2
MSSQL / 2008 R2

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Network protocol/data error when performing data operation. Please contact administrator. (ARERR 9350)

[Lisa Singh]

Weird one - get that trying to load the overview console on 8.1 - only
happens on IE 10  and only when trying to load the overview console --
googling seems to find suggestions that it's a Tomcat bug that's long
since been fixed.

Anyone else ever get that message?

Kind Regards,

Lisa

Remedy 8.1 / 2008 R2
MSSQL / 2008 R2

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Re: Report

[Lisa Singh]

On 8/8/13, Andy Wilkerson  wrote:
> Yes is checked.
>
> Andy
>

You need to remove the check - "override" actually means "override the
qualifications" so if it is checked then it ignores the qualification.

Lisa

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Re: Report

[Lisa Singh]

On 8/7/13, Andy Wilkerson  wrote:
> I have a join form. I created a report that runs off that from. In the
> report I have a qualification. When I select the report it runs but it does
> not filter on the qualification. When run in the user tool and filter on the
>

Silly question, but did you ensure "override" was left un-ticked when
you ran the report? If that's ticked it ignores the qualifications.

Lisa

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Re: Recruiters Odd NDA

[Lisa Singh]

On 8/1/13, Roger Justice  wrote:
> It is a non compete which is almost impossible to get a lawyer to take you
> to court for. If you live in a right to work state, which I do I have seen
> this tried and the court through it out.
>

I was going to post the same thing - non compete clauses are fairly
(well were) over here in the UK, but are utterly unenforceable. Double
check the NM law you're worried, but I wouldn't worry overly.

Lisa

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Re: Automate Change Work Info Notes

[Lisa Singh]

On 8/1/13, Brittain, Mark  wrote:
o.
>
> In the Work Info Notes there are Work Info Types Such as Install Plan, Test
> Plan and Backout Plan. One thought is that if certain conditions are met, a
> set of filters would create the Work Info Notes. Anyone done something like
> this? If so how did you do it and what was the condition that executed the
> Work Order Notes creation?

We took a different approach to do more or less the same thing - our
BMC Consultant customised the basic Change template form to also
include Change WorkLog which would then create the 5 work info note
types we use with all changes with some basic values to tell people
what info to put into that sort of note type.

Lisa

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Re: Base Development vs Overlays v8.1

[Lisa Singh]

On 7/29/13, Susan Palmer  wrote:
> Thank you Lisa 
>
> I have been using that manual, just a little cumbersome when looking for
> specific topics unless you know exactly the key words that will get you
> where you want to be.  A separate manual kind of limits the results.
>
>
> On Mon, Jul 29, 2013 at 10:28 AM, Lisa Singh  wrote:
>
>> On 7/18/13, Susan Palmer  wrote:
>>
>> > #1 - Wish there was a separate mid tier manual.  Working with that
>> > large
>> > 8.0 doc is cumbersome when you're trying to focus on one aspect.
>> > (small
>> > rant, sorry).
>>


I tried to upload the 7.603 Mid Tier manual but it was too big and got
rejected by the listserv; that said it wasn't very different from the
online version. Can email it to your personal address if you like -
let me know.

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Re: QBE after 1 character / weirdness after 8.1 upgrade

[Lisa Singh]

Oh thank you! That's great to know.

Very helpful!

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QBE after 1 character / weirdness after 8.1 upgrade

[Lisa Singh]

Has anyone else seen this?

The customer field in the HPD:Help Desk form by default has auto
complete set Leading after 3 keystroke - same with the Site field in
CTM:Location Details. But after the 7.6.04 > 8.1 upgrade it's now
attempting to auto complete after 1 character, which of course brings
up a warning about exceeding the query limits on anything other than X
and Z. Every 5 or 6 site auto completes fails to retrieve anything at
all at the other extreme.

Anybody experience that? Is 1 the default value? Normally I'd just
attempt to "reset" it by saving an new auto complete value then going
back to 3, but as we're in UAT of the new version, and I work for a
big giant bureaucracy The Managers have decided only BMC Support can
fix it, but they're a bit flummoxed as well.

Just curious if anyone else has seen this.

Kind Regards,

Lisa

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Re: Getting my development feet wet...

[Lisa Singh]

On 7/30/13, Mueller, Doug  wrote:
> Lisa,
>
> Essentially, unless you are working with BMC support on an issue or fixing
> something under their direction, the best practice use of the system is to
> NEVER be in base mode.
>
> Consider Base Mode to be owned by BMC.  That is where BMC will put our
> applications.


That does make a lot of sense stated that way - thanks Doug.

Kind Regards,

Lisa

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Re: Base Development vs Overlays v8.1

[Lisa Singh]

On 7/18/13, Susan Palmer  wrote:

> #1 - Wish there was a separate mid tier manual.  Working with that large
> 8.0 doc is cumbersome when you're trying to focus on one aspect.  (small
> rant, sorry).


8.1 MT stuff is here:
https://docs.bmc.com/docs/display/public/ars81/BMC+Remedy+Mid+Tier+configuration

You need a BMC support ID - you can export that to PDF (remember to
configure the PDF exporter to export all child documents as well).

Lisa

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Re: Remedy Refresher needed

[Lisa Singh]

On 7/29/13, Longwing, Lj  wrote:
've spent about a year and a half in ITSM environments and let me
> tell you I have barely scratched the surface

It's a crazy beast - there's what? - more than 2000 forms or something?

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Getting my development feet wet...

[Lisa Singh]

I just did the Administrator Foundation stuff so you'd think this
would be clearer but I'm still not sure...

I want to get my developer feet wet by writing a simple application
that support team leaders can use to request new support staff
accounts.

I realise I could easily do this and automate the whole process with a
service request but this is mostly an excuse to get some practice in
Remedy development.

I'm not going to make it a deployable application because I want
access to all the user records that are in ITSM since a large number
of requests are people already have non-support user records.

So, do I start in Base Development or Best Practice Mode? I guess the
actual underlying question is do upgrades leave new applications with
base fields alone since there's no OOTB settings that could possibly
overwrite them?

Kind Regards,

Lisa

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Re: Remedy Refresher needed

[Lisa Singh]

I had a go an answering these for a laugh - if anyone else wants to
put in the stuff I don't know we could have a good study guide for
interviews! Also I'm probably wrong on several, so feel free to
correct me...

1) What is the difference between and Active Link and a Filter?
Active Link is initiated by a client action. A filter runs
server-side, independent of client input so can be used to enforce
rules, since the user has no control over whether they execute

2) What is a .def file used for?
To import and / or export Remedy objects

3) What is a .arx file?
Remedy data export file

4) Who is Doug Mueller?
One of the founders of Remedy Corp.

5) What is a use for an Active Link Guide?
???

6) What type of field is the "Worklog" field?
Table

7) Name two DBMSs in which Remedy ARS can run on top of?
DB2 Universal,
Informix, Oracle, Sybase, and Microsoft SQL

8) What does ARS stand for?
Action Request System

9) What are the core fields?


   * Request ID—Unique tracking number assigned to each request by AR System.

   *  Submitter—Login name of the user who submits a request.

   *  Create Date—Date and time that a request is created.

   *  Assigned To—Person assigned to handle the request.
   * Last Modified By—User who last modified the request.

   *  Modified Date—Date and time that the request was last modified.
   * Status—Current status of the request.

   *  Short Description—Brief description of the request.
   * Status History—Time the request’s status was last changed and who
changed it. This field does not appear in forms. To view the
information in this field, users must display a request and choose
View > Status History.


10) What does $MENU$ do?
Returns the current menu

11) What is the function of DDE-Poke?
Deprecated - something to do with the User tool on windows sending
data to a third party application

12) What are ar.ini and ar.conf files used for?
ar.ini - environmental preferences that need to be loaded at runtime,
essentially a preference file (before my time but I think ar.ini was
also client-side for the user tool). ar.conf are server settings that
can be (in theory) referenced at any time by the server - conf files
are generally in a very particular format, often with delimiters so
are a little bit like a database in flat file form.

13) Describe the features that are available by comparing ARS Ver. 6.3, 7.1
and 7.5 majorly?
No idea, all old versions.

14) Why ardiff utility is used for?
Comparing .def files?

15) How do you deploy your application on web?
Create a or import a deployable application, create an entry point (?)

16) When and in what situation you use workflow log, arerror.log,
arfilter.log, aresc.log?
wf log - order of operations executing, arerror.log - observe any
exceptional conditions, arfilter.og details the specific filters
firing, aresc.log details the escalations firing

17) Explain the actions available in active link which are not in Filters.
Explain why it is not.
(?) stuff related to submitting, like commit changes - anything that
requires input from the user.

18) Why ardiff utility is used for?
see 14)

19) What is the primary table in the AR System data dictionary?
Control - contains things like dbVersion and next available ID for
various structure items that can be created

20) How does the AR System manage the data you see in Remedy Forms?
(Guessing mostly)
Field data is stored in the fields table based associated with the
database ID of the fields
(From DBref guide):

MS SQL column types

   * Attachment up to 2 GB - image
   * Character with a maximum length of 8000 or fewer bytes - varchar
   * Character with an unlimited length or a maximum length of more
than 8000 bytes - text
   * Currency (a group of columns composed of a combination of the
specified column types)  decimal, varchar, and int
   * Date - int
   * Date/Time (time stamp) - int
   * Decimal - decimal
   * Diary - text
   * Integer - int
   * Real - float
   * Selection - int
   * Time  - int


21) Without using DSO or EIE, what are your thoughts for providing a
'STANDARDIZED' methodology for interfacing/integrating with Remedy
applications.  This customer was actually looking to use C.I.M. or some
other open standard solution to interface with Remedy what you say?
??

22) How do you troubleshoot AR System server outages to restore access to
the system?
logging / logs

23) How does mid-tier work and where does it fit in the client server
architecture?
Sits midway between the client tier (javascript and HTML) and the AR
Server translating input to the AR Server and formats AR Server
applications so they can be viewed on a web-based client tier

24) Describe how filters work?  They were actually looking how filters work
in different phases... which led to the next question.
Filters work server-side and enforce business rules, and can be
executed in phases, the phases are dictated by function

Phase 1:

Call Guide

Exit Guide

GoTo

Go To Guide Label

Log to File

Message

Se

Re: Is it just me or is BMC Developer Studio full of bugs?

[Lisa Singh]

On 7/25/13, Tauf Chowdhury  wrote:
> Lisa,
> Can you expand on this? Are you saying that for on demand, you connect
> to a dedicated server running Dev studio and the WUT? Is that server
> on prem or in the BMC cloud?
>

BMC Cloud - customers who use a dedicated VPN can run DevStudio
locally apparently, but it doesn't work with the bog standard cisco
client. You have connect to the BMC VPN, then remote desktop to a BMC
"jump" server and from there to the BMC tools server which is on the
same subnet as the various Remedy servers.

DevStudio runs okay-ish well when no one else is on the tols box but a
couple few users and it grinds to a halt...it's not a way to develop
for the impatient...

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Re: Is it just me or is BMC Developer Studio full of bugs?

[Lisa Singh]

 to be memory management issue going on.
>
> Making it a habit of only loading one server per instance, and always using
> its dedicated workspace for us has eliminated corrupt workspaces, and the
> null pointer errors.
>

Dear lord I wish we could do this! - OnDemand customers have it on a
tools server and having lots of using DevStudio and the User tool
is...let's say interesting...

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Does the init form still work?

[Lisa Singh]

I was reading a discussion about using an init form to be able to
track last login time of users more easily than trying to download
millions of records using AR System Historical License Usage.

Does anyone know if init forms still work in the Brave New World of mid-tier?

Kind Regards,

Lisa


Remedy 7.6.04 SP4
Windows 2008 R2
MS SQL Sserver

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Re: Good news photographic evidence twinkies at walmart

[Lisa Singh]

On 7/14/13, Richter, Howard (CEI - Atlanta)  wrote:
> What more can I say
>

For those of us in far away lands where Twinkies are only eaten in
stories - where did they go?

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Re: Mid Tier 8.1 and IE 8

[Lisa Singh]

On 7/1/13, Hulmes, Timothy CTR MDA/ICTO  wrote:
> We have just upgrade to 8.1 and went live a few weeks ago.  We are a mix of
> IE8 and IE9.  We have seen serious performance issues with the users that
> use IE8.  We are in the same situation in we can't upgrade everyone quickly
> to IE9 and no other browser is an option.  We are working 24/7 with BMC on
> this but have not received an acceptable solution.
>

Hi Tim,

We're about to upgrade to 8.1 and also have an issue where we can't
quickly upgrade (big company, outsourced desktop support and
management, etc). to IE 9 so I'm a bit worried.

Just curious if you've tried the usual IE speedup fu - limiting the
number of new content searches v using cache (we found leaving the
setting at automatic resulted in a huge number of searches for new
content to compare to cache, which slowed things up) and increasing
the maximum number of allowable connections in the registry and all
that?

Lisa

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Re: Really dumb question re Java.

[Lisa Singh]

On 6/18/13, Rajiv Gopal  wrote:
> Hi Lisa,
>
> There is no question of compatibility, but we are encountering Encryption
> issue after upgrading our Java. So would say just to check the same.
>

Oh that's very useful, thanks. Which JVM version if I may ask?

Lisa

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Re: Really dumb question re Java.

[Lisa Singh]

On 6/18/13, Rajiv Gopal  wrote:
> Hi Lisa,
>
> There is no question of compatibility, but we are encountering Encryption
> issue after upgrading our Java. So would say just to check the same.
>

Oh that's very useful, thanks.

Lisa

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Really dumb question re Java.

[Lisa Singh]

One of my bosses asked to ensure the rollout of Java 7.21 was
"compatible" with Remedy. I personally can't think of any reason the
Java VM would matter in the case of Remedy (with the exception of
Analytics) - am I missing a portion of Remedy proper that uses *any*
client-side Java?

Surely the point of Tomcat is to do all the Java server side.

Can anybody confirm?

Kind Regards,

Lisa

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Re: Mass Remove Application Permissions - RESOLVED

[Lisa Singh]

On 6/12/13, Mahesh  wrote:
> You should be able to do it from "CTM:People Permission Groups" form .
>

Brill! That worked a treat - many thanks.

Lisa

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Mass Remove Application Permissions

[Lisa Singh]

Hi there,

I thought I'd be able to do this from the People Management Console
but it seems I can only mass add permissions - or I'm just not seeing
how to...

Does anyone know if there's a way to remove an application permission
from a couple dozens people?

Kind Regards,

Lisa

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Re: Users missing links to modules on home page

[Lisa Singh]

On 6/10/13, Thomas  wrote:
> Hello all,
>
> we have some users that are complaining that they cannot access incident
> management, change management and so on when logged on to our ITSM7.6.03
> system. Their accounts are set up normally and they have proper
> permissions

I've not seen this in 7.6.03 but did start to get a similar thing in
7.6.04 - to resolve it I removed their application permissions and
added them in again.

Lisa

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Applications tab won't open

[Lisa Singh]

This may be related to my earlier email but we also get an issue where
for some users the application tab doesn't open - it's completely
frozen, and the chevrons are missing.

Anybody else have this issue?

Kindest Regards,

Lisa Singh

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Something broken (Flash maybe?) Where to start debugging

[Lisa Singh]

We're getting some very odd behaviour in Remedy - see attached.

It's not consistent, which I suspect is down to having the "High
Availability Solution" -- i.e. load balancing. I suspect how broken it
is depends which of the two MidTiers you're logged.

I'm scratching my head on this one. We've done the usual voodoo,
cleared caches server side and local browser caches, deleted cookies
including the flash cookie, faffed with user interface preferences to
see if that did anything, tried active link logging but didn't see
anything untowards

Not a network or local issue, tried it from various networks both SSO
and direct login...

Just wondering if anyone has had anything similar and / or what it might be...

Many Thanks...

Lisa

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<>

Re: huh? financial news for bmc ?

[Lisa Singh]

On 5/22/13, Lee Cullom  wrote:

> SaaS revenue.  However, SaaS (leasing!) brings more profit along with it.
>

You're not wrong there, we pay  amounts
of money for the SaaS version

Lisa

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Re: SV: SV: Permission template?

[Lisa Singh]

On 5/13/13, Jlbess  wrote:
> Are they new users or existing users? If they're new users, you can create a
> people template with all of that information. Then just create new accounts
> specifying their name and contact info.
> If they're existing users, you can use the data management tool. Just fill
> out the spreadsheet tabs for permissions, group assignments, and functional
> roles.

I think you can use the people management console to update people
records with a template as well, I just noticed an error with trying
to apply some Functional Roles to an existing user, so I'm about to
test the update function from the people management console - will let
you know if that works.

Kind Regards,

Lisa Singh

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Re: huh? financial news for bmc ?

[Lisa Singh]

On 5/6/13, laurent matheo  wrote:
> I just hope some guys I know at BMC will be ok after the buyout...
> This could good or this could be a disaster

Usually Equity Firms / Vulture Capital takeovers  end up with a lot of
asset stripping. BMC is rich pickings because they hoovered up a lot
of software titles - I'd expect the smaller of those to be flogged off
for a quick return, the high profit titles grown until the company can
be flipped for a targeted return. Equity firms aren't generally known
for long-term ownership or putting huge amounts of money into R&D - to
them the product is the business itself rather than what those
businesses make.

Not always the case and I hope I'm wrong...just seen a lot of it in
the dotcom era..

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Re: mandatory product categorizations in 7.6.04

[Lisa Singh]

> Yes, I know but I don't want it as a link in the left side, I'd like to keep
> these categorizations in the change form itself while I'm creating a new
> change request.
> In other words, I'd like to enforce my users to enter these categorizations
> while they are creating new change request

Upgrade to 8.0 or 8.1 -- they've moved it to a tab in the change form,
next to the work info notes tab











> **
> hi there assuming you're using the best practice form there is a link on
> section "links2 on left side menu, called "categorizations"
>
> 2013/4/23 Mahmoud Mahdy-Mohamed, Vodafone Egypt
> mailto:mahmoud.mahdy-moha...@vodafone.com>>
> **
> Dears,
> Please, I need your support to help me to show "product categorizations"
> part when I create new "Change Request" in 7.6.04.
>
> Thanks,
> Best Regards,
>
> Mahmoud Mahdy Mohammed,PMP | Business Process Automation
> Technology | Products & Services Delivery
> Phone: +20(0)104999638
> Mail:
> mahmoud.mahdy-moha...@vodafone.com
>
>
> 
> 

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Re: Guidance for Change management

[Lisa Singh]

On 3/21/13, Pavan Agrawal  wrote:
>
> Can anybody please suggest me guide for BMC Remedy ITSM Change Management
> and SRM from very basic to advance
>

In general or creating a change request using the service request module?

Lisa

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Create a notification when a change is raised (or scheduled) against a specific Service CI?

[Lisa Singh]

Okay! It's time to get my head around creating/configuring
notification events since people have been asking for it.



The current request on the table is if I can create a notification
sent to a specific support group when a change is raised (or
implementation scheduled or completed, pretty much anything to let
people know system specialists have a change going in for the stuff
this particular support groups supports).

I suppose this could also be done at a stretch when a specific support
group approves a change, since the will be a group that set up as
approvers only for the purpose of approving change requests raised for
the Service CIs in question.

Does that makes sense? If so anybody do anything similar, or know how
to do something like that? I'm guessing it's a Asset/CI Notification
of some description but not really sure at all.

Thanks in advance for any help.

Lisa

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Re: Date Query

[Lisa Singh]

Actually, while a bit fiddly, you could probably do it with a wildcard
match for the month number in the submit or reported date...

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Re: Date Query

[Lisa Singh]

Oh calendar month...hmm..easy to do with the BusinessObjects ITSM
universe if you have that. I don't recall any conditionals in the
reporting/search syntax

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Re: Date Query

[Lisa Singh]

> if it can be done for last week or last month.
>

Use this as a qualifier to find tickets logged in the last 30 days -
or $DATE$ but I always use $TIMESTAMP$ for no particular reason.

'Reported Date+' > $TIMESTAMP$ - (30*24*60*60)

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