Re: Active Directory Integration Problem

[Logan, Kelly]

Aditya - I have an integration with People (and Attributes) that I am running 
now on ARS/ITSM 7.6.4 following this strategy. I bring the data into a staging 
form, run some queries to set the Manager Login ID, Site ID and such  (similar 
to the Data management tool) and then push to the People and Attribute forms. 
Feel free to contact m

Karthik - That Pentaho transform sounds very interesting. Is there any 
documentation on it? I was under the impression that you couldn't run an 
Integrator job to connect to the People form, did this change in 8.x?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Thursday, March 21, 2013 10:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Active Directory Integration Problem

**

Which version of arsystem are you using. If 8.0, there is an OOB pentaho 
transformation available. You can easily manipulate it for your needs without 
any code changes.

Regards,
Karthik
On Mar 21, 2013 11:11 AM, SUBSCRIBE arslist Aditya Sharma 
heloits...@gmail.commailto:heloits...@gmail.com wrote:
The best practice is to bring data from AD over to vendor form, then push that 
data as it is on a regular form (staging), do all these validation on staging 
form.

You have to build your logic like when your data is being pushed to staging 
form for every record you have to query vendor table such that manager's dn 
equals diastinguished name and set the manager login I'd as Manager's login 
equal unique attribuye of AD (sAMAccountName or uid).

Now when you will push this managers I'd to people form, for the first sync 
certain records will error, those will be the ones whose manager record is not 
created before the reportees record is getting created. After second sync all 
managers should go in successfully.

Regards,
Aditya

--Original Message--
From: rajkiran Alle
Sender: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Active Directory Integration Problem
Sent: Mar 21, 2013 4:03 AM

Hi,

I am developing code for data in AD to sync with People record. So in that 
process i am struck with a small problem.

I created a vendor form to bring the LDAP data and creating a escalation to 
push new records into People form. But in the vendor form i only have a Manger 
name but i don't have a ManagerLoginId, which i need to push into People 
record. If i try to Push just the Manager Name leaving Manager Login Id to Null 
its throwing a error. Its working fine if i leave both Manager Login ID and 
Manger Name to Null. But i do need to get both of them to complete this task.

So can you give me some ideas to get pass through this problem.

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ITSM 7.6.4 - Adding a new Notification Event

[Logan, Kelly]

Hey all,

We are running ARS/ITSM 7.6.4 and I have gotten a request to notify the Work 
Order Assignee when someone adds Note to the associated Service Request. I 
looked through the available notification events and nothing seems to fire when 
that happens.

From what I've seen so far, it looks like I'll need to add workflow that will 
be triggered on the WorkInfo creation and generate an event, modify the 
'NTE:SYS-Define NT Events' 'Notification Events' field to add the new event 
type, and then create the entry on that form, on 'NTE:CFG-Notification Events' 
to detail preferences (staff event) and on 'SYS:Notification Messages' to 
detail the message text.

I'm not seeing a good location for the workflow (SRM:Request seems to only get 
'NeedsAttentionCount' updated, and the SRM and WOI WorkInfo forms don't have 
notification workflow on them to use), so it looks like I'll need to catch it 
on 'WOI:WorkInfo' (submit where AttachmentSourceFormName (304309590) = 
SRM:WorkInfo, and z1D Action (100076) = CREATE_FROM_REQUEST) and then push 
a flag to 'WOI:WorkOrder' where I can set the notification fields (z1D NT...) 
and then call the notification workflow there (filter guide 
'SRM:REQ:NotificationaGenerator_Execute').

Has anyone done this already, or looked to something similar? If so, advice and 
experience would be appreciated, particularly if there's a configuration 
solution that I'm missing! Thanks for taking the time to read through, and I'm 
looking forward to hearing from y'all soon!

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: You need to VOTE on the thread: Bring back the ARSList MVP for 2013

[Logan, Kelly]

+1

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Wednesday, October 24, 2012 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: You need to VOTE on the thread: Bring back the ARSList MVP for 2013

**
I didn't vote and I'm not sure if I would next year or not either.  Within my 
current environment, we won the battle to get the other half of the 
organization to use Remedy, but I'm spending nights and weekends getting things 
set up for them, and as a result my time spent on the ARSList is mostly when I 
need something specific, rather than helping others or participating in the 
community aspects of the group.  So for me, I'd say YES although 
realistically I don't know if I'd participate or not.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, October 24, 2012 9:36 AM
To: arslist@ARSLIST.ORG
Subject: You need to VOTE on the thread: Bring back the ARSList MVP for 2013

**
Our goal is 1,000 votes.  We are VERY SHORT of that number.  Sadly this is 
reflecting what was seen by Dan during the actual MVP voting this year.

If you want the ARSList MVP award to continue reply to the Bring back the 
ARSList MVP for 2013 thread.  You only need to hit reply, enter YES in the 
body and send.  Of course you're welcome to give  an opinion but don't feel 
obligated to confess that you didn't vote this year.

Thanks,
Susan
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Re: You need to VOTE on the thread: Bring back the ARSList MVP for 2013

[Logan, Kelly]

YES

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, October 24, 2012 10:36 AM
To: arslist@ARSLIST.ORG
Subject: You need to VOTE on the thread: Bring back the ARSList MVP for 2013

**
Our goal is 1,000 votes.  We are VERY SHORT of that number.  Sadly this is 
reflecting what was seen by Dan during the actual MVP voting this year.

If you want the ARSList MVP award to continue reply to the Bring back the 
ARSList MVP for 2013 thread.  You only need to hit reply, enter YES in the 
body and send.  Of course you're welcome to give  an opinion but don't feel 
obligated to confess that you didn't vote this year.

Thanks,
Susan
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Work Order and Service Request - work info notifications

[Logan, Kelly]

We have ITSM 7.6.4, with Service Requests creating Work Orders.

Users have requested notifications in two circumstances:

1.   A Work Order fulfiller puts a question into a Work Info entry to 
request extra information from the Service Request-er - notify the Service 
Requester.

2.   A Service Request-er adds Work Info entry onto Service Request - 
notify Work Order fulfiller.

It seems like the pieces for this are there (SRS-REQ-NotifyEndUser message, for 
example), but I'm having problems nailing down the circumstances under which 
they occur. Is this listed somewhere in the docs someone can point me to, or 
otherwise explain how to make this happen?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: WWRUG12 Doug Mueller and Kia Benhia Keynote

[Logan, Kelly]

Yay-y-y-y. . .

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, October 18, 2012 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG12 Doug Mueller and Kia Benhia Keynote

** Well, understand that it's just the direction they're heading toward - 
nothing is changing tomorrow.  They just aren't going to be building anything 
else in Flash, and whether HTML5 or something else is the next technology they 
use, it very likely won't be Flash.

And there was rejoicing throughout the land.  And there was feasting, with 
breakfast cereals, and orangutans, and fruit bats, and...

Rick
On Thu, Oct 18, 2012 at 1:18 AM, Sylvain YVON 
sylvain.y...@gmail.commailto:sylvain.y...@gmail.com wrote:
I wish they could drop every Flash component. There is such a global
rejection of the good old plugin that the requirement is becoming a
major issue.

Thanks Doug.


On Thu, Oct 18, 2012 at 9:49 AM, Jose Huerta 
arsl...@theremedyforit.commailto:arsl...@theremedyforit.com wrote:
 What I heard HTML5???


 Something is changing


 Jose Huerta
 theremedyforit.comhttp://theremedyforit.com

 El 17/10/2012, a las 19:33, Doug Blair 
 d...@blairing.commailto:d...@blairing.com escribió:

 Hi! Kia is an engaging speaker and well... you should have been here.

 Here's something: talk SMACK to your customers!  Social, Mobile, Analytics, 
 Cloud, Knowledge. Those the areas in which computing in general, and 
 applications in particular, will evolve over the next few years.

 Embrace Genius Bar and Bring your own device. You should be able to 
 schedule an appointment with IT, just as you would with a barber or a 
 mechanic or physician. End users are much more tech-savvy than just a few 
 years ago. Consumerize the front end, manage the applications in the middle, 
 industrialize the back end.

 Innovations at BMC are NOT an accident. Here's Doug Mueller. I notice a new 
 title on Doug's slide: Corporate Architect. Nice!

 The world of IT is changing and we NEED to adapt to it. Not just running the 
 machinery, no longer just providing the services, but actively becoming a 
 partner with the business or enterprise. What you DO is IT, but your JOB is 
 better banking or retail or manufacturing. Too much of IT is focused on the 
 tools rather than on delivering the product of the company or organization.

 Doug has admitted he does not have a smart phone. His phone is used for 
 (wait for it) phone calls! Attention span of a teenager is 140 characters. 
 This fundamentally changes the way you must interact.

 Decision support not Reporting. Data != information. The same data means 
 different information to different people. More and more often what IT does 
 is one source of many, rather than a single channel to deliver a service. 
 How do we get the IT out of ITIL? Why is it not BPIL?

 Doug also gave us some insight into areas of improvement in coming releases. 
 New features will not be written using Flash - HTML5 instead. More 
 normalized data. More single source of truth. More emphasis on mobile 
 clients and consumer interface.

 There's more, but we cannot tell you about it (Seriously). Very cool. 
 You had to be here

 Doug

 --
 Doug Blair
 +1 224-558-5462tel:%2B1%20224-558-5462

 Sent from my new iPad
 Auto-corrected typos, misspellings and non-sequiturs are gratefully 
 attributed to Steve Jobs :-)
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Automating Work Order activation causes multiple task notifications

[Logan, Kelly]

On ITSM 7.6.4, we have Work Orders and Tasks being generated by Service 
Requests. The users have requested that the Work Orders be activated on 
creation to save time (no review is necessary of them). To do this, I added a 
filter that looks for a flag field ('WO Type Field 30' = In Progress) and if 
found, sets the Status to In Progress.  This is working fine, except when the 
Work Order has tasks attached, and those tasks are set to notify the assignee,  
four notifications are being generated for each task assigned. While the 
notifications are for the same task, the 'eid' for each is different.  Here is 
an example of four notifications:

http://aapqrmdymt04:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=AAPQREMEDY05eid=NTS2523
You have been assigned Task TAS0513
Task Type: Manual
Priority: Medium
Summary: Complete data entry

http://aapqrmdymt04:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=AAPQREMEDY05eid=NTS2531
You have been assigned Task TAS0513
Task Type: Manual
Priority: Medium
Summary: Complete data entry

http://aapqrmdymt04:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=AAPQREMEDY05eid=NTS2532
You have been assigned Task TAS0513
Task Type: Manual
Priority: Medium
Summary: Complete data entry

http://aapqrmdymt04:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=AAPQREMEDY05eid=NTS2533
You have been assigned Task TAS0513
Task Type: Manual
Priority: Medium
Summary: Complete data entry

When I create a Work Order manually, only one notification is sent. I also 
tried disabling the flag field on one of the requests, submitting, and then 
manually activating the Work Order - again, only one notification was generated.

It seems to me that there may be some kind of timing issue, some code involved 
in generating the tasks that is mistakenly run several times but that normally 
doesn't activate anything else noticeable. If anyone's worked with or noticed 
this before, please let me know.

Alternate ideas on automating the WO activation are also acceptable (and 
appreciated ;^)!

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc.

[Logan, Kelly]

I am working on coming up with a reasonable compromise for this as well, but 
focused on SRM.

Goals:

* HR tickets (those assigned to HR support groups, or using HR 
services, perhaps) should be viewable only by HR personnel and the ticket 
submitter/contact.

* HR employees have the same access to IT and other regular services 
and are listed in reports as part of the total company data.

* HR employees have access to other employees' People data.

So, to walk through this,

1.   Set up Calbro as an operating company (for IT and other support 
groups), with all non-HR departments and employees in it.

2.   Set up Calbro-HR as an operating company, with only HR departments and 
employees.

3.   Give HR employees access to Calbro and Calbro-HR.

The problem as I see it is with this set-up is that it does not restrict access 
from the customer company; say, a Calbro customer submits a ticket that is 
assigned to an HR person in Calbro-HR, the current workflow will add both the 
customer and assignee companies into the Assignee Groups field, which means 
that every other employee in Calbro can still see the ticket, even if it is 
assigned to Calbro-HR support groups. In other words, I don't see how 
multi-tenancy allows you to segregate data to prevent viewing by employees that 
are in the same company, which is the goal with HR requests.

Since OOB workflow (filters SHR:SHR:UpdateGroupList...) automatically adds the 
customer company in, the only choice I see is to modify that workflow in some 
fashion. The simplest solution seems to be to keep HR in the same company, but 
create custom code that short-circuits the regular workflow and puts in the 
assignee group(s) into field 112 (instead of the company permission group) when 
that group is in the HR organization.

I think a more complex, but better solution would be to replace it entirely 
with code that determined assignee group based on a set of rules that could be 
data configured, perhaps using computed groups instead?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, October 11, 2012 6:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc.

**
We had customers with a similar requirement, only both they and our Service 
Desk wanted to be able to assign their tickets back and forth across both 
companies in the case of a misroute or a request needing to be forwarded 
(Service Desk on restricted side to HR on unrestricted side to some HR IT group 
back on the restricted side, for instance).  We could not find an option we 
liked for that, so that set of users elected not to come on board with us.  The 
issue I question with Aditya's solution is that it looks to me like it allows 
one-way assignment only - from unrestricted HR company to restricted regular 
company. And if you put the Service Desk on the unrestricted side to allow 
assignment both ways, you're the sensitive HR data is potentially compromised.

I wouldn't swear I'm right about this, though, as this request was a while 
back.  As always, test for yourself if you want to be absolutely certain!

Thanks,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Aditya Sharma
Sent: Thursday, October 11, 2012 3:07 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Multi-tenancy, Human resources, field ID 112 etc.

** Hi Ron,

You can achieve this with multi-tenancy. You will need to create separate 
compony for you HR users. Lets say your compony is Calbro, the new company can 
be Calbaro-HR. All the foundation data corresponding to your HR department 
should use this new company. You can have access restriction set for users 
(Service Desk etc) to Calbro only (Add Calbro in Access Restriction Tab of all 
the Calbro Users) so that cannot access anything related to Calbro-HR compony. 
But vice versa you can set allow your HR users to have access to Calbro as well 
as Calbro-HR companies (or Give HR users Unrestricted Access if only two 
companies are there in your system).

Regards,
Aditya
On Thu, 

Re: SRM - Work Order (automatic activation?)

[Logan, Kelly]

I like that idea, Mahesh – I would have thought of pushing from the service 
request (maybe through the PDT) to a temporary field, but using a Type field 
does give one the ability to control this through the Work Order Template, 
which can be changed anytime, than through the trickier PDT.

Thanks!

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahesh Chandra
Sent: Tuesday, October 09, 2012 2:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Work Order (automatic activation?)

**
This is not possible through configuration but definitely Yes through a small 
customization.

If the work order is being created from a Work Order template, use of the Type 
Fields to flag the Work order (Example: Type Field 10 = Auto_Initiate). If 
not using Work order Template, map the SR Type Field 10 on the SRD with the 
same value.

Create a filter on Work Order that will look at the above flag and move the 
status to In Progress.

Thanks
Mahesh
Sent from my iPad

On Oct 8, 2012, at 8:22 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
We have a simple request in SRM that we would like to create a Work Order that 
is active from the beginning. Is this possible without customization? I can 
assign it automatically of course, but is there something I can configure to 
have the WO start with a status of “In Progress” so the Tasks are assigned and 
notifications go out automatically?



Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: Pending Start and End Time Fields

[Logan, Kelly]

You're probably looking for the audit log that is set by default for HPD:Help 
Desk. This will tell you the time a ticket was put into a Pending status and 
you could search for the next status change and call that the ending time. It's 
a little tricky, but should be doable - try the 'Audit Log' link in the menu to 
see the data you have to start with. The log form in 7.6.4 for HPD:Help Desk is 
'HPD:HelpDesk_AuditLogSystem'.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan
Sent: Tuesday, October 09, 2012 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Pending Start and End Time Fields

**
Longwing,

Thanks for swift response. Some forms are capturing this info in OOB.
1. I need to discover Pending start and end time
or
2. Overall Pending time info

Regards,

Suresh Loganathan.
On Tue, Oct 9, 2012 at 8:31 PM, Longwing, LJ CTR MDA/IC 
lj.longwing@mda.milmailto:lj.longwing@mda.mil wrote:
Suresh,
Based on discussions I have seen on this topic in the past, I don't think the 
information you are looking for is currently being captured, so it would be a 
customization to capture it.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Suresh 
Loganathan
Sent: Tuesday, October 09, 2012 8:41 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Pending Start and End Time Fields

**
Team,

I need to discover the ticket (Pending Status) pending start time and pending 
end time info.Which form and field is capturing this info. Can you please 
kindly advice the same.

I am waiting for your speedy response.

Regards,

Suresh Loganathan
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Re: SRM - Work Order (automatic activation?)

[Logan, Kelly]

We have a simple request in SRM that we would like to create a Work Order that 
is active from the beginning. Is this possible without customization? I can 
assign it automatically of course, but is there something I can configure to 
have the WO start with a status of In Progress so the Tasks are assigned and 
notifications go out automatically?



Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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ITSM 7.6.4 - sharing searches

[Logan, Kelly]

Is there an easy way to share a search, which I've created, with others now 
that we're on the browser client? (One department wants to search on Work 
Orders, and since all of the detail fields are unlabeled, they have no 
realistic way to make the search themselves.)

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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Re: ITSM 7.6.4 - sharing searches

[Logan, Kelly]

The closest I've found so far is going into 'AR System Searches Preference' and 
making a copy of the search I saved for each of the users involved. Functional, 
but annoying to maintain.

Vamsi - I'm not sure what form you mean for ar central preferences.

Karthik - Web report would be a good option, but the search involves the 
Request Detail fields, which do not appear to be exposed to the Report console 
(probably because they don't have field labels). Unless there is a way to 
'hard-code' field ids into the report...

Note: The search itself is simple and static:  'Summary*' LIKE Employee 
Termination% AND '300070005' LIKE Yes AND '303408700' LIKE 

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 - sharing searches

**
If you know how to create a web report from the report console, there is an 
option to specify the type of report, public or private. If you select public, 
anyone should be able to access and run the report

-Karthik
On 8 October 2012 20:28, patchsk 
vamsi...@gmail.commailto:vamsi...@gmail.com wrote:
Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose.

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Re: ITSM 7.6.4 - sharing searches

[Logan, Kelly]

That's a good idea too, John, though that requires modifying the Work Order 
form (view) itself. I would prefer a solution on the configuration level, as 
parameters in the search could change over time.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Monday, October 08, 2012 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 - sharing searches

**
Kelly,
I think the Defined Search in the form properties will allow you to create a 
search that anyone with filed/form permissions can use.
The properties are view based so I would also assume that you can have a 
different defined search . There are multiple slots for defined searches.

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 Logan, Kelly
Sent: Monday, October 08, 2012 1:56 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ITSM 7.6.4 - sharing searches

**
The closest I've found so far is going into 'AR System Searches Preference' and 
making a copy of the search I saved for each of the users involved. Functional, 
but annoying to maintain.

Vamsi - I'm not sure what form you mean for ar central preferences.

Karthik - Web report would be a good option, but the search involves the 
Request Detail fields, which do not appear to be exposed to the Report console 
(probably because they don't have field labels). Unless there is a way to 
'hard-code' field ids into the report...

Note: The search itself is simple and static:  'Summary*' LIKE Employee 
Termination% AND '300070005' LIKE Yes AND '303408700' LIKE 

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 11:10 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 - sharing searches

**
If you know how to create a web report from the report console, there is an 
option to specify the type of report, public or private. If you select public, 
anyone should be able to access and run the report

-Karthik
On 8 October 2012 20:28, patchsk 
vamsi...@gmail.commailto:vamsi...@gmail.com wrote:
Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose.

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Re: Notification Recommendations

[Logan, Kelly]

Couldn't you also use People profiles to represent groups like HR and then 
set Notification Preferences to create rules to match these circumstances? If 
this worked, you could give a login to a supervisor in these groups so they 
could change their notification preferences themselves as well.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
Sent: Monday, October 01, 2012 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Notification Recommendations

**
I only see two solutions without coding:
 - Use milestones and action of SLM: Don't like it at all, since users will see 
SVT attached to their incidents.
 - Use a generic group mail address. Then create rules at the email server (you 
can do it if you have Lotus, Exchange, Zimbra or similar email server).

If you are going to code,
The rules will easily change at the future?
 - Yes: Create a module to handle the rules that sends notifications. Then add 
a filter to HPD:Help Desk to call a service of the module at every change.
- No: Create a guide in HPD:Help Desk with all rules hardcoded with filters. 
Then add a filter that calls the guide at every change.

Jose Manuel Huerta
http://theremedyforit.com/



On Mon, Oct 1, 2012 at 6:12 PM, Roger J 
rjust2...@aol.commailto:rjust2...@aol.com wrote:
**
I will be the first to suggest you review the capabilities that Xmatters can 
provide.  www.xmatters.com/http://www.xmatters.com/

I am not affiliated with Xmatters.
-Original Message-
From: Kevin Shaffer 
kevin_l_shaf...@hotmail.commailto:kevin_l_shaf...@hotmail.com
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Mon, Oct 1, 2012 12:09 pm
Subject: Notification Recommendations
**
ARS 7.6.04 SP 4
ITSM 7.6.04 SP 2

My IT department is moving from another product to Remedy.  In the current 
product, they currently are able to send notifications to interested parties 
that are not the customer, the contact, the assigned individual or the owner 
group.   The notifications can be driven by Status, Categorization and/or 
Priority.  For example:  If Incident A has a Tier 1 of Termination and Priority 
is Medium and it is assigned to the Service Desk, then an external DL called HR 
would like to be notified.

I hae been given a mandate of no customizations, but this may have to be 
something that slides.  Is there a solution OOTB without customization?

I can think of the following:

1.  Hardcode Custom Filters and specify my criteria in the Run If - (Hate this 
option)
2.  Build a custom Notification Module to allow the flexibility to build out 
these requirements with configuration. (Don't really have the time in the 
project timelines for this option)
3.  Use SLM (not sure this is what SLM was intended for)
4.  Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to 
upgrade)
5.  Use the Email System link on the Incident and enforce with process (there 
are too many processes that the service desk would need to know)
6.  Other (I haven't thought of another option)

Any advice would be appreciated.

Thanks
Kevcin
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SRM - Work Order (automatic activation?)

[Logan, Kelly]

We have a simple request in SRM that we would like to create a Work Order that 
is active from the beginning. Is this possible without customization? I can 
assign it automatically of course, but is there something I can configure to 
have the WO start with a status of In Progress so the Tasks are assigned and 
notifications go out automatically?



Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: CMDB CI and relationship templates

[Logan, Kelly]

I'll take that as a no. . .  :^)

Are people in general not using the CMDB? It seems like there is not a lot of 
information or experience available here or from support.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Logan, Kelly
Sent: Wednesday, September 26, 2012 11:29 AM
To: arslist@ARSLIST.ORG
Subject: CMDB CI and relationship templates

Hello all,

I have a question about Atrium CMDB and Asset Management 7.6.4 - I have noted 
that there is a functionality called Configuration that lets you record the 
financial information for a set of assets and link it to specific CIs, but is 
there anything similar that allows you to record standard structural 
configurations (CI and relationships)? Or do I need to go to Configuration 
Management to get that?

Say I want to create template for all new application servers that includes a 
virtual server with 2Mb memory, two network ports, 60 Gb drive resource on a 
SAN server, and the relationships between each, is there a place for this?

One thought that does occur to me is that I could set up a 'template' dataset, 
put in these configurations as CIs and relationships, and then when I wanted to 
create one, have a reconcile job that merges but does not delete the 'template' 
CI/relationships.

Has anyone tried this, or is there a better way that's already built in?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: CMDB CI and relationship templates

[Logan, Kelly]

Heh - thanks LJ (and Jiri and Hari) for your experience and ideas. If I come up 
with something useful, I'll post it back.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777 
kelly.lo...@proquest.com
www.proquest.com 

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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Thursday, September 27, 2012 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB CI and relationship templates

Kelly,
Sometimes the ARSList lets crickets in and that's all you hear when you ask a 
question.  I personally didn't answer because my experience with CMDB is 
relatively limited, but I would not by any stretch of the imagination say that 
people aren't using it.  I'll give it a whack based on some recent training and 
my personal understanding.

The problem with a CMDB in general is getting it populated.  The sheer vast 
array of information that SHOULD be in it in any given environment can seem 
insurmountable at first glance.  The only feasible way get 'good' information 
into the system is through automated methods.  These automated methods would be 
ADDM, AIE, AI, etc.

With that said, I'm not sure if the concept of a CI Template has been explored 
much (that I have heard of at least) because most instances of CMDB won't be 
manually creating their CI's, so there wouldn't be a need for a template 
capability in that 'discovery' model.

The template dataset idea that you discuss, and the method of getting it into 
the Asset dataset sounds feasible to me, but I haven't tried anything quite of 
that complexity yet in my environment.

Hopefully someone with more direct experience can respond and give additional 
thoughts.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Thursday, September 27, 2012 7:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB CI and relationship templates

** 

I'll take that as a no. . .  :^)

 

Are people in general not using the CMDB? It seems like there is not a lot of 
information or experience available here or from support.

 

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS

ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777 

kelly.lo...@proquest.com

www.proquest.com 

 

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message from your computer.

 

From: Logan, Kelly
Sent: Wednesday, September 26, 2012 11:29 AM
To: arslist@ARSLIST.ORG
Subject: CMDB CI and relationship templates

 

Hello all,

 

I have a question about Atrium CMDB and Asset Management 7.6.4 - I have noted 
that there is a functionality called Configuration that lets you record the 
financial information for a set of assets and link it to specific CIs, but is 
there anything similar that allows you to record standard structural 
configurations (CI and relationships)? Or do I need to go to Configuration 
Management to get that?

 

Say I want to create template for all new application servers that includes a 
virtual server with 2Mb memory, two network ports, 60 Gb drive resource on a 
SAN server, and the relationships between each, is there a place for this?

 

One thought that does occur to me is that I could set up a 'template' dataset, 
put in these configurations as CIs and relationships, and then when I wanted to 
create one, have a reconcile job that merges but does not delete the 'template' 
CI/relationships. 

 

Has anyone tried this, or is there a better way that's already built in?

 

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS

ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777 

kelly.lo...@proquest.com

www.proquest.com 

 

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you have received this email in error please notify the sender, and delete

CMDB CI and relationship templates

[Logan, Kelly]

Hello all,

I have a question about Atrium CMDB and Asset Management 7.6.4 - I have noted 
that there is a functionality called Configuration that lets you record the 
financial information for a set of assets and link it to specific CIs, but is 
there anything similar that allows you to record standard structural 
configurations (CI and relationships)? Or do I need to go to Configuration 
Management to get that?

Say I want to create template for all new application servers that includes a 
virtual server with 2Mb memory, two network ports, 60 Gb drive resource on a 
SAN server, and the relationships between each, is there a place for this?

One thought that does occur to me is that I could set up a 'template' dataset, 
put in these configurations as CIs and relationships, and then when I wanted to 
create one, have a reconcile job that merges but does not delete the 'template' 
CI/relationships.

Has anyone tried this, or is there a better way that's already built in?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: AIE Job - stuck at waiting for next chunk

[Logan, Kelly]

Have you checked the event logs for the server the job is running on? Perhaps 
there is a memory error or some issue with the flatfile being generated.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum
Sent: Tuesday, September 25, 2012 6:49 AM
To: arslist@ARSLIST.ORG
Subject: AIE Job - stuck at waiting for next chunk

**
Hi,

We have an AIE Exchange Job (Type: from AR Form to flatfile) that was running 
before, then suddenly stopped running. We already turned on the Debug logs for 
that job but it doesn't give any errors. Instead, after the job starts, it 
seems to be stuck at Waiting for next chunk stage and no new logs are written 
after that. Then the job just stays on in Running status and never finishes, 
but it's not doing anything.

Any ideas what may cause the job to stop at Waiting for next chunk status?

Thanks!

Regards,
Kali


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AIE Targetsql stmt with variables ERR -- Data type undefined

[Logan, Kelly]

This seems like it should be very easy, but I can't get it working.

I am using AIE from CMDB 7.6.4 SP2 to feed in People data. I am trying to use 
the Targetsql statement to for lookups and mapping data values.  For example, I 
need to set the manager login id for an employee, but all I have is their name, 
so I use the following:

Targetsql | select Login_ID
from CTM_People
where Profile_Status = 'Enabled' and Full_Name = $Supervisor$

From the AIE user guide, this should put the current value for $Supervisor$ in 
place and then run the query. Instead, what I get is:

[Mon Sep 10 2012 13:34:41.9660] - TID: 001 ERR*** Field Mapping Error 
for Targetsql | select Login_ID
from CTM_People
where Profile_Status = 'Enabled' and Full_Name = $Supervisor$

[Mon Sep 10 2012 13:34:41.9660] - TID: 001 ERR-- Data type undefined

I have also tried '$Supervisor$' with the same result. Is there some other 
delimiter I should be using, or do I need to be \ing something? Anyone that 
has successfully passed variables into an AIE Targetsql statement, please let 
me know the recipe.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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Re: SRM assign to submitter for On Behalf Of

[Logan, Kelly]

Good question, Moe.

Consider that, in Incident Management processes, a service desk agent A 
receives a call from a customer - agent A creates an incident and is able to 
assign it to herself; that's all I want here.

Service desk agent B receives a call from a customer, creates a request On 
Behalf Of that customer - why can't agent B assign the request to himself? Not 
only is this not an option automatically, but I don't see a way for the agent 
to do so manually in a reasonable fashion. The best I can see is to be able to 
automatically assign to agent B's support group, which means it will, on 
average, end up assigned to a different agent.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Saturday, September 08, 2012 4:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

**
I am wondering why do you need to do that? This doesn't even align with the 
tool/roles. Provided you can set the assignment of the Coordinator, that means 
you will grant everyone in your organization the Service Request Coordinator 
role. I assume that anyone can request on behalf of anyone in your environment. 
 Usually, the coordinator should be a member of the Service Desk, a member of 
the fulfillment group that the request is going to or a special group with the 
coordinator role that is specifically responsible to oversea and/or monitor the 
request from end to end ensuring its completing and integrity.

Moe

From: Pierson, Shawn [mailto:shawn.pier...@sug.com]
Sent: Friday, September 07, 2012 4:00 PM
Subject: Re: SRM assign to submitter for On Behalf Of

**
I haven't done that, but at least with an advanced interface form I believe 
that may be one of the (undocumented) things you can push to.  I have an AIF 
that has some fields exposed to populate the Customer fields, so on this 
specific request anyone that has access to it can submit it on behalf of anyone 
else with a People record, bypassing the normal On Behalf Of functionality and 
permissions.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Friday, September 07, 2012 2:09 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM assign to submitter for On Behalf Of

**
Hello all,

Best wishes for a lovely weekend! Until then however, I was wondering if anyone 
has some ideas on how to set the 'Coordinator' for a Service Request to the 
submitter of the request.

It seems like this would be a standard option, that if you are going to submit 
a request on behalf of a customer, you would be the coordinator for that 
request. Has anyone pursued this?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: SRM assign to submitter for On Behalf Of

[Logan, Kelly]

Interesting ideas both, thank you Mahesh and Shawn. I'll look through those and 
post back if I find an interesting solution. :^)

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahesh
Sent: Tuesday, September 11, 2012 11:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

** # 2, you can use SR Type Fields available on AIF.
# 3 should be SRD mappings between SR Type Fields and variables that are again 
mapped to AOT target data .

Thanks
Mahesh
On Tue, Sep 11, 2012 at 10:23 AM, Pierson, Shawn 
shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote:
**
The problem is that SRM was created as a user self-service portal and a lot of 
us use it differently.  Technically, it's not designed for the service desk to 
enter service requests on behalf of users.  The On Behalf Of functionality 
seems more geared toward administrative assistants and managers who enter 
things on behalf of their staff.  While probably everyone sets up a rule for 
their service desk group to be allowed to submit on behalf of everyone in the 
company, it seems like that is more of a kludge than an efficient way of doing 
things.

Your best option is going to require some level of customization.  As I 
mentioned another time, I have a custom AIF that exposes fields to allow the 
submitter to bypass the On Behalf Of functionality and populate the fields 
for the Customer directly on the form.  This saves the service desk time and 
requires less clicks than doing it the right way.

At a high level off the top of my head, I'd suggest doing the following:

1)   Go into SYS:Form Field Selection and set up the Assignment fields 
needed to set the assignee on the Incident form, where the Selection Type is 
Question Field Mapping.

2)  Add an Active Link to your Advanced Interface Form to do a Set Fields 
of the user's Default assignment group if the People record is set to Support 
Staff = Yes, with fields matching whatever the assignee information fields 
are.

3)  You probably have to update some Filters somewhere to make sure the 
assignment information pushes all the way through.

4)  You will need to update your AOT and other items to reflect the new 
fields being mapped.

Realistically, you could treat this enhancement like the section of the SRM 
documentation that shows you how to set up SRDs to populate a custom 
application and follow that guide for the most part.  I've probably 
oversimplified in my steps above but it's been a while since I had to customize 
SRM in a similar manner.  I also believe you can only use an AIF rather than a 
standard form because of the logic to set the assignee information for support 
groups.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Logan, 
Kelly
Sent: Tuesday, September 11, 2012 9:24 AM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM assign to submitter for On Behalf Of

**
Good question, Moe.

Consider that, in Incident Management processes, a service desk agent A 
receives a call from a customer - agent A creates an incident and is able to 
assign it to herself; that's all I want here.

Service desk agent B receives a call from a customer, creates a request On 
Behalf Of that customer - why can't agent B assign the request to himself? Not 
only is this not an option automatically, but I don't see a way for the agent 
to do so manually in a reasonable fashion. The best I can see is to be able to 
automatically assign to agent B's support group, which means it will, on 
average, end up assigned to a different agent.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

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SRM assign to submitter for On Behalf Of

[Logan, Kelly]

Hello all,

Best wishes for a lovely weekend! Until then however, I was wondering if anyone 
has some ideas on how to set the 'Coordinator' for a Service Request to the 
submitter of the request.

It seems like this would be a standard option, that if you are going to submit 
a request on behalf of a customer, you would be the coordinator for that 
request. Has anyone pursued this?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


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Integration with emailed attachments

[Logan, Kelly]

Greetings Integrator/AIE gurus,

I am looking to update People data from a file attached to an email (as only 
option is to email reports).

My assumptions (please feel free to correct):

1.   Atrium Integrator cannot update CTM:People entries.

2.   AIE does not have an easy method to read from an attachment pool.

3.   Three is a magic number.

4.   Using AIE processing will be more efficient and robust, and quicker to 
set up than writing custom import code.

Requirements:

1.   Two columns will need to be transformed (Work Location - Site, 
Functional Group - Organization, Department)

2.   Customization is to be kept to a minimum (zero, if possible), 
particularly on OOB elements.

My proposed process is:

1.   Generate report, send as email attachment with a canned Email Engine 
submit command in content.

2.   Email to an AR mailbox set to process emails - Email engine submits to 
custom 'PQ:HR:Import People' form, pushes file to attachment pool.

3.   Workflow on form saves the attachment to a secure directory on the 
server.

4.   AIE job runs, picks up file from server directory, uses 
targetsql|select ... functions to look up mapped values in 'PQ:Mapping' form 
and 'Site Alias'.

Any experience people have had with this or ideas on other things to try would 
be welcome.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Linking Maintenance Contracts to CIs - automation options?

[Logan, Kelly]

Hello Listers,

I am setting up a new ITSM 7.6.4 server and we are ready to configure our 
assets. I have used the Integrator to import several thousand server (Computer 
System) CIs, and I have used the Data Management tool to import the Maintenance 
contracts for those CIs.

When I tried to use the Transactional-Contract.xls sheet to import the 
relationship between the server CIs and their maintenance contracts, however, 
it said that the relationship Related to (which is what is set when you do 
the action manually), was in error, specifically: 1023- Invalid  Relationship 
Type selected.

Now the sheet seems to indicate that CI-Contract relationships are allowed as 
it gives directions on how to identify the CI and the Contract. Has anyone else 
tried this?

(Directions from the spreadsheet)

This required field must be completed with one of the followings:

1) For Parent Relationship Type of Contract, enter the Instance ID (from the 
target form) or the Contract Identifier (from the CTR:LoadContractBase form) of 
the Parent record to which the association is being made.

2) For Parent Relationship Type of Configuration Item, enter the Reconciliation 
ID.



This required field must be completed with one of the followings:

1) For Child Relationship Type of Contract, enter the Instance ID (from the 
target form) or the Contract Identifier (from the CTR:LoadContractBase form) of 
the child record.

2) For Child Relationship Type of License Certificate, enter the Instance ID 
(from the target form) or ID (from the AST:LoadLicenseCertificates form) of the 
child record.



This required field must be completed with one of the following numbers or 
words, according to the significance indicated in the following list:

32000 or Attached to

35000 or Related to
77000 or Terms and Conditions of
(End)

Alternately, is there some other standard procedure we are supposed to follow 
to set up several thousand CIs' contract relationships? I see that the dialog 
pushes to CTR:Contract Relationship, and AST:CMDB Associations (ActiveLink: 
AST:ASA:RelateFromContract_200_PAAA_PCRC), but the filters on these forms are 
set to only run on Submit and not Merge, so I can't import to them directly. I 
would prefer not to create a new form and workflow just to perform what should 
be a standard configuration action, so please if anyone has done this and knows 
of an OOB method, let me know.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Maintenance contracts - showing overall costs

[Logan, Kelly]

We are using ITSM 7.6.4, Asset Management and I have a question on reporting 
contract costs.

I am putting in a SUN contract, which consists of a Master Support contract, 
sub-Master CSI contracts, and individually priced 'model' maintenance 
contracts. The maintenance contracts are connected to computer system CIs 
(servers) and have their 'Cost per Asset' fields set to the maintenance cost of 
that type of asset. On the individual computer system, the cost of the contract 
displays on the Financials tab, and is reflected in the 'Total Cost' field.

My question is, how do I see the cost from the contract side?

If my Maintenance contract is $1,000 per asset, and there are 12 assets 
related, is there somewhere that notes this contract costs $12,000? What about 
one or two levels up, from the master contracts? Can I see the total costs 
there?

Alternatively, is there a better way to represent a set of maintenance 
contracts, organized under master agreements, that have different line item 
costs attached to specific assets? The goal is to have the costs as another 
recorded datapoint of the asset, so as they reach EOL or contracts come due, 
decisions can be made on several levels (move to a new model, renew 
maintenance, switch to a different resource entirely, etc).

As always, if I have missed this in the documentation, please feel free to 
point me towards it.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Maintenance Contracts - Multiple Costs?

[Logan, Kelly]

Hello all,

We are looking to use Asset Management to track our server maintenance 
contracts. For major suppliers like Sun and HP, the costs are broken out per 
server, which would like to capture as well. My question is whether or not this 
means I will need to have a separate sub-contract for each different server 
cost. It seems like I do, because the only way I find to capture the contract 
cost is in the 'Cost per Asset' field, Accounting section, General tab.

For example, say we have a couple of main contracts, each of which has a couple 
CSIs, and each of which covers a couple servers:

· Sun US hardware contract AAA

o   CSI 111 - 24x7

§  Ent. 420R Ser#xx11 $300

§  Ent. 420R Ser#xx12 $200

§  Netra T1 Ser#xy11 $250

o   CSI 222

§  Ent. 420R Ser#xx21 $200

§  Netra T1 Ser#xy12 $350

· Sun US hardware contract BBB

o   CSI 333

§  Ent. 420R Ser#xx11 $300

§  Ent. 420R Ser#xx12 $200

§  Netra T1 Ser#xy11 $250

o   CSI 444

§  Ent. 420R Ser#xx11 $300

§  Ent. 420R Ser#xx12 $200

§  Netra T1 Ser#xy11 $250

Is there another way to capture the separate asset cost, or do I need to create 
a separate contract for each cost value? In this case, that would mean the main 
and CSI contracts would be master contracts, and each of the bottom levels 
would be a maintenance contract of its own.

The overall goal is to have full capture of the contract costs, from the top 
down (how much does 'Sun US hardware contract AAA' cost?) to the bottom up (how 
much are we paying in maintenance for our Enterprise 420Rs?). All pertinent 
advice and experience appreciated!


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: catch the email before it is deleted

[Logan, Kelly]

I had a similar issue with the EzEmail system that was creating tickets based 
on emails (ARS 7.1); when there was an error in submitting the ticket, it would 
rollback to error out the email submission as well so I couldn’t see what the 
problem was.



The quick fix was to:

1. Create a filter that runs a notify command,

2. Modify the filters that ran on submit, and

3. Enable the Error Handler to point to that filter.



The filter was set to note the error code, description, mailbox name, time of 
submit, from, to, and subject line of the email. This has been enough to 
contact the sender and request email be resubmitted or to forward to the 
service desk to have them contact the sender by alternate means.



For more intelligent handling, you can create a series of filters that read the 
error code thrown and act accordingly, if you can determine the problem and fix 
it, you can even remove the error flag and continue the submission process.



For more, see “Error handling filters” in your Workflow guide. (I don’t have 
7.5 guides or I’d note the pages. :^)



Good luck!


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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message from your computer.





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac
Sent: Monday, July 16, 2012 2:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: catch the email before it is deleted



I am a bit tight with time ... i.e. I need to hurry up for a solution ... I 
can't seem to get the email that is being deleted on the fly on error I found 
another way of doing with the Message-Id of the email I'll build a workflow to 
pull out a copy of that email from disk and do something with it Thought if in 
the meantime, somebody would tell how to catch the email before it is deleted 
or even to replace the delete by another action that would be cool maybe I have 
missed something but I don't really see what is deleting the email ... i.e. it 
looks like it is on GUID not being generated but ... actually I haven't been 
further ... not sure if it is worth ...

maybe my first workaround is quicker to implement any advice is appreciated









On 7/13/2012 4:05 PM, David Durling wrote:

 Serouche,



 I'm on 7.5 also.  I think the emails that error  aren't kept for me often 
 exceed the database field length for the subject or cc: or to: fields on the 
 AR System Email Messages form itself.   Just mentioning because if that's the 
 case, you'll want to take that into consideration somehow in terms of getting 
 the message into Remedy.



 (But I don't have an automated solution - in situations where I can, I

 have a copy in another mailbox that I can manually look at, as was

 mentioned.  Often the message turns out to be spam, but not always.)



 David



 -Original Message-

 From: Action Request System discussion list(ARSList)

 [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac

 Sent: Friday, July 13, 2012 9:30 AM

 To: arslist@ARSLIST.ORG

 Subject: Re: catch the email before it is deleted



 I am using ARS 7.5 patch 7

 I have not the mentioned form

 The email is actually deleted, there is no trace of it anywhere I

 need a workflow to catch the mail before it is deleted I tried to

 read the file from disk with the Message Id provided by the Error

 logs but up to now, I am not succeeding









 On 7/12/2012 8:01 PM, Grooms, Frederick W wrote:

 Serouche,



 You didn't state what version ARS.  The AR System Email Error Messages

 form was introduced in the 7.6.x version of ARS.

 Unless you have custom workflow the default escalation leaves

 inbound

 emails in the AR System Email Messages form for a couple of days

 before deleting them.  The original email is an attachment on the

 Advanced Options

 - Attachment Alternatives tab

 Fred





 -Original Message-

 From: Action Request System discussion list(ARSList)

 [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk

 Sent: Thursday, July 12, 2012 12:05 PM

 To: arslist@ARSLIST.ORG

 Subject: Re: catch the email before it is deleted



 **

 You should be able to find a form with name AR System Email Error

 Messages, which is an exact replica of AR System Email Messages form,

 with additional feature(button) to copy entry to AR System Email Messages 
 form.

 If you do not find it you can re import this form from the def file

 in the

 email engine install folder.

 If 

UltiPro integration

[Logan, Kelly]

We are looking at what it will take to integrate an ARS 7.6.4 ITSM system with 
UltiPro (cloud). The UltiPro docs describe their integration as Web Services, 
but this appears to be a misnomer.

The examples describe using C# to write up code that will login and access the 
objects in their system. At first I thought this was just to create a client to 
consume a web service, but this appears not to be the case. The supposed WSDL 
doesn't seem to be a standard definition of objects and methods, but some 
proprietary format that a normal web service client cannot connect to (filter 
Set Fields can't even find an endpoint).

Has anyone delved any deeper into this? If so, did you find any alternatives to 
writing a plug-in?


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Securing SRM tickets (SR,WO, Task) for HR

[Logan, Kelly]

Happy Friday all,

I am setting up our HR department with SRM and we would like to have HR tickets 
segregated from the others

1.   Avoid advance interface forms, to allow for self-administration of SR 
Catalog, and keep any maintenance tasks to a minimum

2.   Non-HRIS personnel should not have access to HRIS Requests nor Work 
Order/Tasks

3.   All HRIS personnel should have access to Requests, WOs, Tasks, 
regardless of assignment

4.   Non-HRIS Requests, WOs, Tasks need to be available to the rest of the 
users

I am looking at setting up row level security for this, so if you have tried 
this I'd be very appreciative of your experience. Here's what I have been able 
to discern so far:

OOB SRM:Request's field 1, 'SysRequestID', has only the Assignee, Assignee 
Group, OBOAssignee, Submitter, Vendor Assignee Groups and 'Unrestricted Access' 
(role) that grant access to an entry.

Though 'Assignee Group' is set, no field 112 has been created. The 
'OBOAssignee' field is used, and workflow sets this to $USER$, $Requested By 
Login ID$, and $Requested For Login ID$. Similarly, the Vendor Assignee is set 
by workflow as well, if a vendor is assigned the request.

My working plan is to remove the 'Unrestricted Access' from field 1, use the 
assignee group in field 112 and a parent group in a dynamic group field as 
described in the FormApp guide to grant access to the assignee group and all 
HRIS groups. Filters will set field 112, the system will set the dynamic group 
and all HRIS groups should have access to the tickets when an HRIS group is 
assigned. If the Assignee is not in HRIS, a generic permissions group (General 
Access?) will be put into 112.

First, if anyone has a better idea on this, please let me know.

Otherwise, what I'm going to be looking at is whether or not I a filter can 
determine if an assignee group is in a parent group (so I don't have to update 
code when HR adds a new support group).

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: Buggy version survey

[Logan, Kelly]

I think Doug has a good point. Because of the way data like this could be used, 
it wouldn’t hurt to have a statement at the beginning, something like:  This 
data is being collected by {state your name/company here} and will be used for 
gathering information in order to help improve the BMC Remedy product and to 
help BMC Remedy users. It will NOT be used in any sales, marketing, promotion 
or other advertising or used as a basis for same.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Monday, June 25, 2012 2:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Buggy version survey

** Doug,
 First, the poll is to check one concept before publishing anything about it. 
Second, I won't extract wrong conclusions from the poll. That is, if the most 
voTed version is the last it doesn't mean that it's buggy (it is a relative 
question, not absolute). Even it doesn't mean that it is the most buggy. New 
developers will talk only about last versions. Also, peoples memory is short 
term at many cases, so they easy forgot about old versions and only see what is 
happening to them now.

In fact I though that 7.5 will be the most buggy, but current results are not 
in that direction.

To summarize, as an independent writer I want to tell truth, without any 
concern about if it likes or doesn't like BMC. But also I'm not a 
sensationalist writer, or at least I think it. And every time I tell my opinion 
through the blog, I try to make it clear: it's my opinion, not the thruth.

El lunes, 25 de junio de 2012, Doug Blair escribió:
**
Jose,

Before we all jump on your survey, may I ask what you plan to do with the 
results?

The last thing I would want to see is ad copy that says a 2012 poll of well 
known Remedy programers thinks all the recent releases are buggy.

(Yes, of course there are bugs. It's software!)

If you have reason to believe the releases are buggy, I for one would love to 
hear how you have addressed the issues you've encountered. I'd view that as a 
positive contribution to our little ecosystem.

Doug

--
Doug Blair
+1 224-558-5462

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

On Jun 24, 2012, at 6:08 AM, Jose Huerta 
jose.hue...@sm2baleares.esjavascript:_e(%7b%7d,%20'cvml',%20'jose.hue...@sm2baleares.es');
 wrote:
** Hi all,

A survay about buggy versions of Remedy. Please connect to 
http://www.surveymonkey.com/s/M8KH73Y and answer. It's only one question, so it 
will take less than a minute.

Thanks!

Jose Huerta
http://theremedyforit.com/
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Are_
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--

Jose M. Huerta
Project Manager

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94


[cid:image001.jpg@01CD52BA.A66DC9A0]http://www.sm2baleares.es/


SM2 Baleares S.A.
C/Rita Levi

Edificio SM2 Parc Bit

07121 Palma de Mallorca


 [cid:image002.jpg@01CD52BA.A66DC9A0] 
http://es-es.facebook.com/pages/SM2-Baleares/158608627954 
[cid:image003.jpg@01CD52BA.A66DC9A0] http://twitter.com/#!/SM2Baleares 
[cid:image004.jpg@01CD52BA.A66DC9A0] 
http://www.linkedin.com/company/sm2-baleares


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Approval by mail

[Logan, Kelly]

There has been a request to have simple approvals done by mail for the bulk of 
management who do not (as of yet) use Remedy. The system will by ARS 7.6.4, 
with ITSM 7.6.4, specifically Service Request Management used.

Has anyone had any experience with this?

Right now I'm just looking to set the difficulty of the task, as compared with 
the 'pain' of having to train and direct management to use Approval Central. I 
am considering using the Email engine with responses set by a form in the email 
(the manager clicks the 'Approved' radio button and the return email sets the 
field:value pairs accordingly), embedding the Approval Central into the email 
in some fashion (though this may be disallowed by the Exchange security and 
would require SSO to be configured), etc.

Ideas and experience welcome.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: SRM menu options - importing values

[Logan, Kelly]

That does help, Tauf; thanks!  :^)


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Tuesday, June 19, 2012 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM menu options - importing values

** Kelly,
I think you should be OK because instead of going through the SRD question 
creation process, you can go to App Admin console, Custom, Service Request 
Management, Application Configuration, and then Define Questions Library. That 
opens up the form: SRM:QuestionDef_Template
If you manually enter a question and run logging, you should be able to see if 
there are any Push Fields actions to any other supporting form. I don't really 
think there is but I could be wrong. If there isn't, I don't see why you 
wouldn't be able to import questions to this. I am just not sure where the 
static menu options are stored.
Hope this helps a little bit.
On Tue, Jun 19, 2012 at 8:15 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
I should have been more specific, John, thanks for clarifying - I want to be 
able to update menus attached to Request fields. It seems like the 'library' 
should be a good option, but I'm not seeing much documentation on it so I what 
I would like to know is if anyone has tried to manage by importing items 
directly and if there are any 'gotcha's like data that is kept in a secondary 
form that has to be coordinated.

For example, I have a field that will be in several forms like Salary Grade 
that is not currently in the ITSM data, and I want to load menu items for it. I 
type them in to the question definition on the 'Question Management' form, and 
hit 'Update Library' to create a standard Salary Grade question and menu. A 
month later, several new salary grades are created. I would like to be able to 
import the new items into the system to add the new menu items automatically.

There are several fields/menus like this and I'd like to keep them up to date 
with an automated feed. I'd prefer to use the 'Library' since it's already 
available and would not require creating an extra form to query. So that's why 
I was wondering if anyone else had tried.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of John 
Sundberg
Sent: Monday, June 18, 2012 12:33 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM menu options - importing values

**
Do you mean to be able to search by Job code to find a service item?

-John



Sent from my iPhone

On Jun 18, 2012, at 11:54 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
There are some menu options that I would like to have available for Service 
Requests like Salary Grade, Job Code, etc. How difficult is it to manage the 
menu options library? Can you import/update items directly? I would prefer to 
work within the system than add another form just for these menu items and then 
query it.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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BMC proxy fight - Elliot Mgmt

[Logan, Kelly]

Regarding the links that Joel noted (see below), does anyone else have some 
insight into the accusations made by Elliot Mgmt? Personally, I'm glad that BMC 
did not completely lose themselves in SaaS, what I see as another 'bubble' 
technology that will be bursting in the next few years as companies realize how 
little value they get from most SaaS vendors, and how much they have to spend 
to do even the most basic customization. What are opinions on the sales and 
other issues? Any sales/partners that would like to chime in on this?

**
This may explain the silence:
http://www.informationweek.com/news/software/infrastructure/240002100
http://www.marketwatch.com/story/bmc-software-responds-to-elliott-managements-letter-2012-05-21
http://www.marketwatch.com/story/elliott-files-definitive-proxy-statement-for-bmc-software-2012-06-14
http://blogs.wsj.com/deals/2012/06/12/bmc-software-fights-back-against-elliott-says-its-not-for-sale/

Joel
Joel Senderjdsen...@earthlink.netmailto:jdsen...@earthlink.net
310.829.5552


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: BMC proxy fight - Elliot Mgmt

[Logan, Kelly]

Maybe it's time for an open letter on behalf of the people who actually use BMC 
software to inform the stockholders of the dangers of allowing a private 
investment firm to push their own people onto the board of directors because 
they haven't been able to make a compelling enough business case to make the 
current board do what *they* want.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, June 20, 2012 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC proxy fight - Elliot Mgmt

Then again, here's a link from about 45 minutes ago :

http://finance.yahoo.com/news/elliott-presents-analysis-outlining-multiple-141700446.html


- Original Message -
From: Paul Campbell (Paul) p...@avaya.com
To: arslist@ARSLIST.ORG
Sent: Wednesday, June 20, 2012 10:13:54 AM
Subject: Re: BMC proxy fight - Elliot Mgmt

There goes the neighborhood!  I hope this doesn't turn out like the Peregrine 
purchase of Remedy!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, June 20, 2012 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC proxy fight - Elliot Mgmt

Annual meeting is July 25, so I wouldn't expect any fireworks until around 
then.  The interesting thing is one of the votes on the agenda is:

5. TO VOTE ON A STOCKHOLDER PROPOSAL SUBMITTED BY ELLIOTT ASSOCIATES, L.P. AND 
ELLIOTT INTERNATIONAL, L.P. REGARDING THE REPEAL OF PROVISIONS OR AMENDMENTS OF 
THE COMPANY'S AMENDED AND RESTATED BYLAWS, AS SET FORTH IN THE PROXY STATEMENT.

While there's no other details that I can find, I'm assuming this is the repeal 
of the poison pill amendment that was adopted by the board.  Will be 
interesting to see how the stockholders feel.

- Original Message -
From: Kelly Logan kelly.lo...@proquest.com
To: arslist@ARSLIST.ORG
Sent: Wednesday, June 20, 2012 9:11:52 AM
Subject: BMC proxy fight - Elliot Mgmt

** 


Regarding the links that Joel noted (see below), does anyone else have some 
insight into the accusations made by Elliot Mgmt? Personally, I’m glad that BMC 
did not completely lose themselves in SaaS, what I see as another ‘bubble’ 
technology that will be bursting in the next few years as companies realize how 
little value they get from most SaaS vendors, and how much they have to spend 
to do even the most basic customization. What are opinions on the sales and 
other issues? Any sales/partners that would like to chime in on this? 

  

** 

This may explain the silence: 

http://www.informationweek.com/news/software/infrastructure/240002100 

http://www.marketwatch.com/story/bmc-software-responds-to-elliott-managements-letter-2012-05-21
 

http://www.marketwatch.com/story/elliott-files-definitive-proxy-statement-for-bmc-software-2012-06-14
 

http://blogs.wsj.com/deals/2012/06/12/bmc-software-fights-back-against-elliott-says-its-not-for-sale/
 

  

Joel 

Joel Sender    jdsen...@earthlink.net     310.829.5552 

  

  

Kelly Logan , Sr. Systems Administrator (Remedy, Planview), GMS 

ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777 

kelly.lo...@proquest.com 

www.proquest.com 

  

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Re: SRM menu options - importing values

[Logan, Kelly]

I should have been more specific, John, thanks for clarifying – I want to be 
able to update menus attached to Request fields. It seems like the ‘library’ 
should be a good option, but I’m not seeing much documentation on it so I what 
I would like to know is if anyone has tried to manage by importing items 
directly and if there are any ‘gotcha’s like data that is kept in a secondary 
form that has to be coordinated.

For example, I have a field that will be in several forms like “Salary Grade” 
that is not currently in the ITSM data, and I want to load menu items for it. I 
type them in to the question definition on the ‘Question Management’ form, and 
hit ‘Update Library’ to create a standard “Salary Grade” question and menu. A 
month later, several new salary grades are created. I would like to be able to 
import the new items into the system to add the new menu items automatically.

There are several fields/menus like this and I’d like to keep them up to date 
with an automated feed. I’d prefer to use the ‘Library’ since it’s already 
available and would not require creating an extra form to query. So that’s why 
I was wondering if anyone else had tried.


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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P Please consider the environment before printing this email.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Monday, June 18, 2012 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM menu options - importing values

**
Do you mean to be able to search by Job code to find a service item?

-John



Sent from my iPhone

On Jun 18, 2012, at 11:54 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
There are some menu options that I would like to have available for Service 
Requests like Salary Grade, Job Code, etc. How difficult is it to manage the 
menu options library? Can you import/update items directly? I would prefer to 
work within the system than add another form just for these menu items and then 
query it.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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you have received this email in error please notify the sender, and delete the 
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SRM menu options - importing values

[Logan, Kelly]

There are some menu options that I would like to have available for Service 
Requests like Salary Grade, Job Code, etc. How difficult is it to manage the 
menu options library? Can you import/update items directly? I would prefer to 
work within the system than add another form just for these menu items and then 
query it.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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Re: Its friday again......Heaven or Hell??? Surely experienced by some of us.....

[Logan, Kelly]

http://www.bing.com/videos/search?q=in+heaven+there+is+no+beerview=detailmid=DB408B7F54D33635D8CFDB408B7F54D33635D8CFfirst=0qpvt=in+heaven+there+is+no+beer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Friday, June 01, 2012 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Its friday again..Heaven or Hell??? Surely experienced by some 
of us.

** Undoubtedly, there is beer in hell.  But you get recruited with Guinness, 
and then fed Coors light when you get there.
On Fri, Jun 1, 2012 at 8:28 AM, Gordon Frank 
gjj...@comcast.netmailto:gjj...@comcast.net wrote:
**
I wonder if there is beer in Hell? Or do they only make it for recruits?

From: arslist arsl...@danielbloom.camailto:arsl...@danielbloom.ca
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Friday, June 1, 2012 9:13:06 AM

Subject: Re: Its friday again..Heaven or Hell??? Surely experienced by some 
of us.

**
It is the latitude of a Friday, we have had humour that I find far more 
offensive allowed.

Nothing wrong with the subject line other than it was misleading, I thought it 
was about IS Friday Heaven or Hell :)

as Ron L. Hubbard said You don't get rich writing science fiction. If you want 
to get rich, you start a religion

Daniel
[as always, in the Lion's Den]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
Sent: June 1, 2012 8:02 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Its friday again..Heaven or Hell??? Surely experienced by some 
of us.

**
A merry heart maketh a cheerful countenance: but by sorrow of the heart the 
spirit is broken. (Proverbs 15:13 KJV)

Lighten up Francis!

Sent from my iPhone

On Jun 1, 2012, at 7:14, Abdul Haque 
abdulhaqu...@gmail.commailto:abdulhaqu...@gmail.com wrote:
**
what the nonsense subject is that
Its friday again..Heaven or Hell???
this is the place to share  info releted to ARS not to Days.
On 1 June 2012 14:01, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
**

That's funny right there...

Rick
On Jun 1, 2012 5:27 AM, Rajesh Nair 
rajesh.nair@gmail.commailto:rajesh.nair@gmail.com wrote:
**

One day while walking down the street a highly successful
Human Resources Manager was tragically hit by a bus and she died. Her soul 
arrived up in heaven where she was met at the Pearly Gates by St. Peter 
himself..

Welcome to Heaven, said St. Peter. Before you get settled in though, it 
seems we have a problem. You see, strangely enough, we've never once had a 
Human Resources Manager make it this far and we're not really sure what to do 
with you.

No problem, just let me in, said the woman.

Well, I'd like to, but I have higher orders. What we're going to do is let you 
have a day in Hell and a day in Heaven and then you can choose whichever one 
you want to spend an eternity in.

Actually, I think I've made up my mind, I prefer to stay in Heaven, said the 
woman

Sorry, we have rules...

And with that St. Peter put the executive in an elevator and it went 
down-down-down to hell.

The doors opened and she found herself stepping out onto the putting green of a 
beautiful golf course. In the distance was a country club and standing in front 
of her were all her friends - fellow executives that she had worked with and 
they were well dressed in evening gowns and cheering for her. They ran up and 
kissed her on both cheeks and they talked about old times. They played an 
excellent round of golf and at night went to the country club where she enjoyed 
an excellent steak and lobster dinner.

She met the Devil who was actually a really nice guy (kind
of cute) and she had a great time telling jokes and dancing. She was having 
such a good time that before she knew it, it was time to leave. Everybody shook 
her hand and waved goodbye as she got on the elevator.

The elevator went up-up-up and opened back up at the Pearly Gates and found St. 
Peter waiting for her.

Now it's time to spend a day in heaven, he said. So she spent the next 24 
hours lounging around on clouds and playing the harp and singing. She had great 
time and before she knew it her 24 hours were up and St. Peter came and got her.

So, you've spent a day in hell and you've spent a day in heaven. Now you must 
choose your eternity,

The woman paused for a second and then replied, Well, I never thought I'd say 
this, I mean, Heaven has been really great and all, but I think I had a better 
time in Hell.

So St. Peter escorted her to the elevator and again she went down-down-down 
back to Hell.

When the doors of the elevator opened she found herself standing in a desolate 
wasteland covered in garbage and filth. She saw her friends were dressed in 
rags and were picking up the garbage and putting it in sacks.

The Devil came up to her and put his arm around her.

I don't understand, 

Friday humor - following the theme. . .

[Logan, Kelly]

It was a beautiful day on the back nine when Rich McConsultant dropped dead on 
the golf course. He awoke before the classic pearly gates looking up at St. 
Peter. Having paid for the best doctors and thinking he took reasonably good 
care of himself, Rich inquired about his sudden demise.

St. Peter read off the scroll before him, Rich McConsultant, eight-five, death 
by old age.

Rich shot back, Eighty-five?!? I was only fifty-two! You've got the wrong 
guy!!!

St. Peter tapped a line on the scroll, I assure you there is no mistake, 
eighty-five years. St. Peter looked up at Rich with a smile, of course, we 
calculate by your time charged.

As St. Peter made a small motion of his hand, Rich felt a hot draft behind him. 
. .


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Atrium CMDB 7.6.4 - relationships

[Logan, Kelly]

Is there an effective difference for which relationship object you derive from?

I am looking to create a new relationship that seems component like, but 
BMC_Dependency is used for similar things as well.  Does it matter which I 
choose to make my new relationship a sub-class of?

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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you have received this email in error please notify the sender, and delete the 
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Re: Rack and Enclosure modeling in CMDB 2.1

[Logan, Kelly]

 recommendations on, or advice on exporting this data out to, one of 
these solutions?

5.   Am I correct in assuming that I can create the CIs and relationships 
as described above (assuming classes have been created and reconciliation rules 
generated) by importing from a spreadsheet or similar source using Atrium 
Integrator?  I am envisioning a list of racks with ids, a separate list of 
slots with the rack ids, objects with the slot ids, etc.

6.   Is any of this available Out Of Box as part of Capacity Management or 
another solution?


Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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P Please consider the environment before printing this email.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Thursday, April 26, 2012 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Rack and Enclosure modeling in CMDB 2.1

**
Hi Kelly,

Here's what I've done in the past:

-  A blade chassis is a computer in its own right so map it in the 
computer system class

-  Map blades also as computer systems and relate them as components of 
the blade chassis

-  Relate computer systems that are in real racks to the racks in the 
rack class

-  Relate blades and virtual systems running on the blades to a cluster 
as you may not know which actual blade is hosting a VM at a particular time

-  Add height and rack location attributes to the computer system class

-  Add a new tab and table to the rack class and display the computers 
in the rack in the table along with their height and position

-  Add a field under the table showing the sum of the heights of the 
computers

-  Add a new attribute to the rack to hold the size of the rack

-  Create a new power management class (sibling of UPS) to hold power 
strips and power sources (product categorisation defines each)

-  Relate the strips and power sources to the computers

-  Use the CI location fields to identify where the racks are located 
(including room  floor with appropriate naming conventions)

The federation you can do to Nlyte might be better and replace some of the 
above but in my case the client didn't have any data centre tools and wasn't 
prepared to pay for any!!

I've also been involved with mapping building - floor - room to separate, 
related physical locations as we needed in this case to store access, air 
conditioning and other details for each of these areas in the CMDB.

Don't be afraid of extending the CMDB as you'll get better value from it if it 
stores what the users want and in doing so can retire the spreadsheets and 
ad-hoc databases they are probably using now!

Cheers

Peter


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: 26 April 2012 16:51
To: arslist@ARSLIST.ORG
Subject: Rack and Enclosure modeling in CMDB 2.1

**
Hello all,

I am looking for some experience/advice:  We are looking at modeling our 
computer centers in Atrium CMDB 2.1 (w/ ARS  ITSM 7.6.4), including the racks 
and enclosures.  I am looking at several concepts right now to model this data 
and would be interested in any strategies others have found to be useful in 
their environments.  What I am looking to determine now is not only how to 
model the data itself, but what processes will be automatically provided, and 
what processes I will have to customize/create in order to help Infrastructure 
do their job.

Here's what I am thinking of right now (in broad terms):


1.   Extend the BMC_Equipment class to create PQ_Rack and PQ_Enclosure 
classes, perhaps with AU (slot) classes as well.

2.   Utilize BMC_PhysicalLocation to represent object locations (Rack 3-5, 
AU slot 2) and use custom reports to track overall locations.

3.   Extend the current BMC_Rack and BMC_Chassis to add necessary 
attributes.

4.   Federate the location (rack, enclosure) data into a custom Nlyte-like 
application.

If there is a way to utilize the Common Data Model without customization, that 
would be my preference.  Note that the Racks and Enclosures do not simply hold 
blades, they also hold network modules/patch panels, SANs, power, etc; each of 
these may also take up more than one slot per.

By processes, I mean that Infrastructure will want to be able to quickly tell 
from an asset name, where it is precisely (site, grid location, rack and 
enclosure

Rack and Enclosure modeling in CMDB 2.1

[Logan, Kelly]

Hello all,

I am looking for some experience/advice:  We are looking at modeling our 
computer centers in Atrium CMDB 2.1 (w/ ARS  ITSM 7.6.4), including the racks 
and enclosures.  I am looking at several concepts right now to model this data 
and would be interested in any strategies others have found to be useful in 
their environments.  What I am looking to determine now is not only how to 
model the data itself, but what processes will be automatically provided, and 
what processes I will have to customize/create in order to help Infrastructure 
do their job.

Here's what I am thinking of right now (in broad terms):


1.   Extend the BMC_Equipment class to create PQ_Rack and PQ_Enclosure 
classes, perhaps with AU (slot) classes as well.

2.   Utilize BMC_PhysicalLocation to represent object locations (Rack 3-5, 
AU slot 2) and use custom reports to track overall locations.

3.   Extend the current BMC_Rack and BMC_Chassis to add necessary 
attributes.

4.   Federate the location (rack, enclosure) data into a custom Nlyte-like 
application.

If there is a way to utilize the Common Data Model without customization, that 
would be my preference.  Note that the Racks and Enclosures do not simply hold 
blades, they also hold network modules/patch panels, SANs, power, etc; each of 
these may also take up more than one slot per.

By processes, I mean that Infrastructure will want to be able to quickly tell 
from an asset name, where it is precisely (site, grid location, rack and 
enclosure slot).  Or, given a two slot asset, where they can plug it in 
(display the racks where two consecutive slots are available, or at least show 
the open slots in a fashion that it is easy to see where two consecutive ones 
are).

For example, if I follow strategy 1. and create PQ_Rack and PQ_Enclosure 
classes, let's say I create AU (slot) classes as well, with component 
relationships to the racks and enclosures.  It seems like this would allow me 
to define the number of AUs by creating only those CIs (If a rack has 20 slots, 
I create 20 AU CIs).  This would also let me indicate when a slot is 
unavailable (because cords it is used for cord management, for example) by 
setting that AU CI's status.  Each thing put into a slot would be connected to 
it using a location relationship.  This seems to be the cleanest and most 
Object Oriented of the set, and if I understand the system correctly, I could 
only allow 1:1 relationships between the slot and the slotted asset, which 
would prevent any mistakes.  There is concern however that this would involved 
too much extra work.

Again, if anyone has tried modeling racks and enclosures in this kind of detail 
or done some investigation on doing it I would appreciate your experience and 
advice on the subject.

Thank you in advance,

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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you have received this email in error please notify the sender, and delete the 
message from your computer.


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Re: Problem when install ARsystem

[Logan, Kelly]

Note that there is a tricky dialog in the installation, even if you have set up 
64bit JDK and JRE and it has found them, it starts with the default of using a 
32bit java for several things due to known issues with the 64bit 
implementations.  If these known issues are not a problem for you (things like 
not being able to use OLE with Developer), then you need to uncheck the boxes 
on this dialog that are checked by default.  Then you will be using pure 64bit 
java.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mahmoud Mahdy-Mohamed
Sent: Thursday, April 05, 2012 7:13 AM
To: arslist@ARSLIST.ORG
Subject: Problem when install ARsystem

**
Dears,
I'm facing a problem while installing ARS 7.6.04 first; it is related to JRE, I 
already installed JDK 6 but the following error appears:-
Enter the path to the JRE that you want to use with AR System. If a JRE is not 
installed on your system, install JRE 1.5 or later before continuing.
Please help.


Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products  Services Delivery
Phone: +20(0)104999638
Mail: 
mahmoud.mahdy-moha...@vodafone.commailto:mohamed.abdel-haf...@vodafone.com


*

The content of this document is classified as Vodafone Egypt S.A.E. 
Confidential and Proprietary Information.

The recipient hereby is committed to hold in strict confidence the contents of 
this (e-mail, document, information) and not to disclose to any third party 
without the prior written consent of Vodafone Egypt S.A.E. Recipient will be 
held liable for any unauthorized disclosure.

If you have received this message in error, please notify the sender by return 
e-mail and delete the message in its entirety, including any attachments.

http://www.vodafone.com.eghttp://www.vodafone.com.eg/

*
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

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Re: Sr. Remedy Administrator/Developer - Denver, CO

[Logan, Kelly]

Sounds more like a real Senior position definition to me, rather than the 
usual 'Senior = worked on Remedy once or twice'.  I'd feel comfortable putting 
my resume up against this job definition, but I'd be looking for six figures 
and a good benefit package for a broad set of responsibilities like this.

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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you have received this email in error please notify the sender, and delete the 
message from your computer.

P.S.: To enGenius Consulting Group, I am not interested in this position; 
please do not contact me regarding it.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Monday, March 26, 2012 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sr. Remedy Administrator/Developer - Denver, CO

**
You left out the part about walking on water... :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Candace
Sent: Monday, March 26, 2012 10:44 AM
To: arslist@ARSLIST.ORG
Subject: JOB: Sr. Remedy Administrator/Developer - Denver, CO

**
The SR. REMEDY ADMINISTRATOR/DEVELOPER should be comfortable with, and have a 
good understanding of, the ITIL framework, and must have experience with 
previous IT Service Management (ITSM) releases (7 preferred). The SR. REMEDY 
ADMINISTRATOR/DEVELOPER will oversee and work with an implementation team on 
full ITSM implementations and maintain these implementations. This position is 
accountable for development, administration, customization, integration, 
architecture, and support of Remedy Action Request System Solutions, with a 
very strong focus on the IT Service Management (ITSM) suite (Incident 
Management, Configuration Management, Change Management, and CMDB) and 
supporting applications and technologies (including Knowledge Management, 
Service Request Management, Web Services, and LDAP integration). This position 
is also responsible for system administration of the Bomgar server.

QUALIFICATIONS:

 *   A minimum of 7 years of experience using Remedy systems, development of 
the Remedy Action Request System, Remedy Information Technology Service 
Management Suite applications, Crystal Reports, Crystal Enterprise, and HTML
 *   At least 10 years of experience with hardware, software, and information 
technology support
 *   Experience with Analytics and report generation
 *   Must have the ability to provide positive customer service
 *   Excellent problem solving and technical writing skills
 *   Good customer presentation and project management skills
 *   Technical proficiency in advanced relevant technologies desired (BMC 
Remedy Flashboards, Approval Engine, Web Services, LDAP integration, and API 
programming; SQL Server; Oracle; UNIX; and other programming languages such as 
Java; C++, .NET, etc.
 *   Must be able to obtain a favorable minimum background investigation (MBI) 
or possess an active security clearance
 *   Ability to travel, if necessary

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

 *   Gathering customer requirements
 *   Preparing design specifications documentation
 *   Application development
 *   Ongoing technical support and system maintenance
 *   Responding to user requests for data extraction, custom or ad-hoc database 
reporting, or enhancements to system
 *   Providing end-user training, and system account administration and 
maintenance
 *   Designing, developing, and deploying Remedy AR System applications and 
technology systems
 *   Maintain and follow a Change Management Plan
 *   Monitor and tune the performance of servers
 *   Inform the Service Desk of server fault conditions at time of detection if 
end users are affected
 *   Respond to and resolve server performance problems and outage situations
 *   Perform trend analysis for server updates (such as adding memory, 
increasing disk space, etc.)
 *   Perform backups, restore and disaster recovery
 *   Test disaster recovery and redundant systems
 *   Perform account management duties
 *   Maintain operating system software and applications software with updates 
and patches.
 *   Install, maintain BMC Remedy Production, Development, and Hot Backup sites 
functions
 *   Hardware: 3-server production and 2-server development system in Denver, 
CO., 3-server backup in Reston, VA., and 4 additional servers for reporting and 
testing
 *   Create and modify custom code and forms as requested or required
 *   Perform install/upgrades and module install/upgrades 

Server Group without load sharing

[Logan, Kelly]

Hello all,

I am working on a new configuration for ARS 7.6.4, with ITSM and Atrium CMDB.  
The server group documentation is mostly oriented around setting up load-shared 
systems, but also notes you can set up a user server (that users connect to 
directly) and process server(s).  As we are on the smaller side, I don't think 
the full three load-shared servers recommended is necessary, but I do think it 
would be helpful to segregate the users  from the processes that tend to run 
long and heavy.

Has anyone had experience with how effective splitting the user and process 
demands is in preventing slowdowns and/or with which were the most effective to 
segregate (Email Engine, Escalations, Atrium Integrator/Reconciliation, etc)?  
Any issues that you've run across that effected standard functioning or other 
considerations you think I should take into account?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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you have received this email in error please notify the sender, and delete the 
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Re: Just wondering....

[Logan, Kelly]

Roger, thank you very much for bringing this to our attention!  I was just 
getting ready to start a 7.6.4 SP2/3 install and this is very good to know.

This article seems to be a bit rushed though, between the spelling errors and 
the format, I have to wonder if this was properly vetted.  It has been over two 
weeks since this was published, for instance; why hasn’t this been added as an 
update to the Atrium Core SP2 Technical Bulletin?  Has anyone gotten definite 
confirmation from BMC support that Atrium SP2 must be installed on ARS SP2?

Also, and this is a minor point, but don’t you have to install ITSM 7.6.4 first 
and then apply the SP2 Overlays?  The install docs seem rather vague on this, 
so I have to assume that an “Overlay” is not a full install like the standard 
BMC patches, so the actual path would be:

1.)ARS 7.6.4 SP2

2.)Atrium Core 7.6.4 SP2

3.)ITSM 7.6.4

4.)ITSM 7.6.4 SP2 Overlays

5.)ARS 7.6.4 SP3


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Friday, March 16, 2012 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Just wondering

**
You can start with all at SP 2 Here is the KA on support.

KA364458https://webmail.bmc.com/owa/redir.aspx?C=f72a03ecb9974120b60ab205d5639a1eURL=https%3a%2f%2fkb.bmc.com%2finfocenter%2findex%3fpage%3dccaClickthrough%26checksum%3d3368834740%26ques%3dinstall%2batrium%2bsp2%2bar%2bserver%2bsp3%26exturl%3dhttps%253A%252F%252Fkb.bmc.com%252Finfocenter%252Findex%253Fpage%253Dcontent%2526id%253DKA364458%2526actp%253Dsearch%2526viewlocale%253Den_US%26searchid%3d1331911587128%26id%3d1331911587128%26answerid%3d16777216%3a27346185%26trackClick%3dtrue%26docTitle%3dAtriumCore%25207.6.04%2520SP2%2520installation%2520failing%2520on%2520AR%2520Server%25207.6.04%2520SP3%2520(%2520ImportFileNode-%25209936%2520Error%2520)%2520%26crawledYear%3d2012%26crawledMonth%3d3%26crawledDate%3d6




-Original Message-
From: richard@bwc.state.oh.us richard@bwc.state.oh.us
To: arslist arslist@ARSLIST.ORG
Sent: Fri, Mar 16, 2012 3:50 pm
Subject: Re: Just wondering
**

Huh? This is good to know. BMC support said to just go ahead and load 7.6.04 
SP3.

Are you saying I should load the “base” 7.6 04 and load 7.6 .04 SP2 and then 
7.6.04 SP3?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG?] On Behalf Of Roger 
Justice
Sent: Friday, March 16, 2012 3:39 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Just wondering

** Also do not load SP 3 first. There is a known issue. Load ARS SP2, Atrium 
Core SP2, ITSM SP2 and other applications. You then upgrade ARS to SP3
-Original Message-
From: patrick zandi remedy...@gmail.commailto:remedy...@gmail.com
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Fri, Mar 16, 2012 3:35 pm
Subject: Re: Just wondering
** Oh no.. are we going to 7 now?  Who said that? BMC?
On Fri, Mar 16, 2012 at 3:16 PM, 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us wrote:
**
We’re going to install 7.6.04 SP3 on a new 2008 R2 server. It has been
suggested that we install JRE and JDK 7u3. Any problems in doing so
or should we be using an earlier version of JRE/JDK? Thanks.
Portions of this message may be confidential under an exemption to Ohio's 
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Update People entries with Atrium Integrator?

[Logan, Kelly]

Hello All,

I'm designing a ARS/ITSM 7.6.4 implementation, and I was wondering if anyone 
has looked at maintaining People entries using Atrium Integrator.  I have 
multiple sources of data that will be used and was thinking I could leverage 
the normalization and reconciliation processes that are already there.

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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Re: BMC Certification

[Logan, Kelly]

I agree, there are some good ideas here in manageable bites; I may forward some 
of these articles like the operational categorization strategy to some of my 
department heads as primers.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777 
kelly.lo...@proquest.com
www.proquest.com 

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Monday, January 09, 2012 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Certification

Just looked through http://theremedyforit.com and it is quite a gem!  The 
posting on December 4th is good Why do they Call it Love when they mean Sex? 
is all about why do they call it a form when they mean table or why to they 
call it a filter when they mean trigger?

Very entertaining and a very good site for newbies!


Thanks!

Lisa 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Sunday, January 08, 2012 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Certification

Hi,

Yes indeed, why do you have to go to classes for things you already know...

I lost my RAC certification, as well as Trainer certification, when leaving my 
former employee some 12 years ago, but I still retain the individual classes I 
took. I do not need to attend Admin I again, or that at least is my 
understanding.

You can do as Jose Huerta, and start a blog, to let the world know what kind of 
knowledge you have. He learned everything without going to a single Remedy 
class: http://theremedyforit.com

My own strategy has been in the same general direction, sharing things to build 
your network.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Hello all,

 After a while back again on the list but not with a problem or a 
 solution but simple question hope someone will help me out.

 I was looking for some certifications for ITSM 7.6.04 and found out 
 that its compulsory to complete the training before the certification 
 exam which is costly.

 I have already done Remedy admin part I and II and ITIL V3 as a BMC 
 employee.

 I think I am missing something here. I really would like to add some 
 certification to my bag but not sure which and how, can anyone help me 
 with it? I don't know if its worth the hassle. If not what other 
 options do I have.

 Thanks,
 Vikram

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Re: Asset Management - Manual add software, license

[Logan, Kelly]

Still not getting a license connect.  Here's what I tried:

Redefined Quickbooks software as a Product CI type.
Updated the categorization in the license certificates.
Created five software instances (Product CI), QuickBooks-1 to 05.
Created five laptops (Computer System CI), related them to people (Dependency - 
Used By), added software, one to each, using Component (Child) relationship.  
Each laptop now shows two child relationships, dependency to a person and 
component to a product (QuickBooks).
Back to SAM console, opened license certificates, created 'Attached To' 
relationships between license certificates and products (software) - all five 
product CIs are listed as Related CIs on the console, but the deployed numbers 
are still 0.
Ran compliance only job - Found nothing at all - No CIs with certs, no CIs 
without certs, all four lines are 0s.
Set job to do review and connect again - Found 5 CIs with no certs.  Back to 
SAM console, the job disconnected all five product CIs again from the license 
certifications.

Something is still throwing off the license engine.  Again, is there anywhere 
in the documentation that explains what the License Engine uses to connect so I 
can check these details myself?  The Product CIs and license certificates have 
the exact same categorization.  Why isn't it accepting the 'Attached To' 
relationship I create manually?

Do I have to use the license engine in order to confirm these connections (set 
the deployed values)?  In this example, three specific items of software are 
supposed to be attached to one license cert, and two to another - if the 
license engine just maps whatever matches, how will I make sure it doesn't 
choose the wrong ones?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mori, Toshiyasu
Sent: Wednesday, January 04, 2012 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Manual add software, license

**
Logan,


1.   Please relate People to parent CI (Computer System) not Software Asset 
CI with Used by role (then you should see Person is associated to the Computer 
System Relationships table, RLE rule checks Person relationship when work with 
Per copy license type).

2.   CI Type BMC_Application is not Software Asset CI Type it doesn't 
support RLE engine rule, you should choose either of CI Types from System 
Component - Product, Package, Operating System, Patch, System Software, System 
- Software Server as Software CI.

3.   if you use Purchase Line item UI to create line item, it will give you 
message to select Contract and/or license certificate when CI Type was chosen 
Software Asset CI.

Toshiyasu
Asset management QA lead, BMC Software


---
Toshiyasu Mori (Charles)
ITSM QA Engineer, Service Support Dept
Room 2403, 91 E. Tasman Dr,
San Jose, CA 95134, U.S.A
Tel: 1-408-571-7270  Fax: 1-408-571-7001
BMC Software  www.bmc.comhttp://www.bmc.com/
toshiyasu_m...@bmc.commailto:toshiyasu_m...@bmc.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Wednesday, January 04, 2012 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Asset Management - Manual add software, license

**
We will be using an outside product for procurement, so I am testing the 
process of adding software and licenses on ARS/ITSM 7.6.4.

Following the instructions in the Asset Management User guide, I have created 
Application CIs and related them to users, and created a software contract and 
license certificates, and I have used the 'Search for Existing Record to 
Relate' function on the 'Software Assets' tab of the license certificates to 
relate the software CIs (Application CI type).  But this does not change the 
deployment numbers on the certificate.

When I run the license engine job (does a full check on all CIs for this 
company), it removes this relationship and states that the CIs have no 
certificates.

What do I need to match to have the license engine link the Application CIs to 
the certificates?

Certificates
Company:  PQ-GIO
Status: Executed
License Type: Per copy
Related to Product Category:
   Manufacturer:  Intuit, Inc.
   Product Name:  QuickBooks
   Market Version:  12.0
   Cat 1:  Software
   Cat 2:  Application
   Cat 3:  Third Party

Application CIs

Re: Asset Management - Manual add software, license

[Logan, Kelly]

I did get the license engine to match up - I had updated the Market Version to 
be Pro / 12 instead of matching the 'Model/Version' value of Pro / 12.0 in 
keeping with the documented best practice so that I could have several versions 
(Pro /12.1, Pro / 12.2, etc.) that were all considered the same as far as 
licensing was concerned.  Once I updated the 'Related Product Categorization' 
in the License Certificate, the engine did match certs to products.

But this brings me back to the primary questions and the reason I wanted to do 
this manually:  The engine did not match them correctly.  Here is the situation:

We have two 3-person license certificates ...-421 and ...-665, based off 
the same software contract.
We have five users currently licensed, three on ...-665 and two on ...-421.
Who (which product CI) goes on which (certificate) is already set in our 
records and needs to be set the same in Remedy.
In the Asset Mgmt. User guide, it says that you can manually attach certs to 
products in this way, and then run the license engine.
I manually attached the certs to the products as above, the correct three on 
...-665 and the correct two on ...-421.
When I run the engine job, instead of using the connections already there, it 
destroys those, then drops all five products onto the ...-665 cert, pushing 
it out of compliance.  Is this normal?

Isn't there some way to tell the engine to just validate what is already there? 
 If I have five different certificates, each bought at different times for 
different people, how do I keep the license engine from randomly distributing 
these entries every time it runs???


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Thursday, January 05, 2012 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Manual add software, license

**
The license certificate and CI's need to have the same Company value as well as 
matching categorisations.

You don't need to relate the certificates to the CI's, the engine will do that 
for you.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: 05 January 2012 16:37
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Manual add software, license

**
Still not getting a license connect.  Here's what I tried:

Redefined Quickbooks software as a Product CI type.
Updated the categorization in the license certificates.
Created five software instances (Product CI), QuickBooks-1 to 05.
Created five laptops (Computer System CI), related them to people (Dependency - 
Used By), added software, one to each, using Component (Child) relationship.  
Each laptop now shows two child relationships, dependency to a person and 
component to a product (QuickBooks).
Back to SAM console, opened license certificates, created 'Attached To' 
relationships between license certificates and products (software) - all five 
product CIs are listed as Related CIs on the console, but the deployed numbers 
are still 0.
Ran compliance only job - Found nothing at all - No CIs with certs, no CIs 
without certs, all four lines are 0s.
Set job to do review and connect again - Found 5 CIs with no certs.  Back to 
SAM console, the job disconnected all five product CIs again from the license 
certifications.

Something is still throwing off the license engine.  Again, is there anywhere 
in the documentation that explains what the License Engine uses to connect so I 
can check these details myself?  The Product CIs and license certificates have 
the exact same categorization.  Why isn't it accepting the 'Attached To' 
relationship I create manually?

Do I have to use the license engine in order to confirm these connections (set 
the deployed values)?  In this example, three specific items of software are 
supposed to be attached to one license cert, and two to another - if the 
license engine just maps whatever matches, how will I make sure it doesn't 
choose the wrong ones?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email

Re: Asset Management - Manual add software, license

[Logan, Kelly]

Thanks Peter, that did work.  Hopefully specifying the certificate a user is on 
won't be an issue.  (I was able to go into the certificates and use the 'Manage 
Groups'

On a related note, now that I understand how critical 'Market Version' is - Am 
I missing it on the Data Management tool spreadsheets for 7.6, or do I have to 
go in an set it manually for the software after I load it in?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Thursday, January 05, 2012 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Manual add software, license

**
If you create a new license contract with the same categorisation as one that 
exists then you should have been given the option to relate them together.

This takes care of situations where you may have bought some licenses then 
later bought some more for the same software.

If you do this then the engine will relate the CI's it finds to the first 
certificate and, when the number related equals the number on the certificate, 
relate the rest to the second certificate.

You can't specify exactly which CI's connect to which certificate but you can 
specify which order the related certificates are used in (e.g. the one with the 
cheapest maintenance rate first)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: 05 January 2012 18:06
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Manual add software, license

**
I did get the license engine to match up - I had updated the Market Version to 
be Pro / 12 instead of matching the 'Model/Version' value of Pro / 12.0 in 
keeping with the documented best practice so that I could have several versions 
(Pro /12.1, Pro / 12.2, etc.) that were all considered the same as far as 
licensing was concerned.  Once I updated the 'Related Product Categorization' 
in the License Certificate, the engine did match certs to products.

But this brings me back to the primary questions and the reason I wanted to do 
this manually:  The engine did not match them correctly.  Here is the situation:

We have two 3-person license certificates ...-421 and ...-665, based off 
the same software contract.
We have five users currently licensed, three on ...-665 and two on ...-421.
Who (which product CI) goes on which (certificate) is already set in our 
records and needs to be set the same in Remedy.
In the Asset Mgmt. User guide, it says that you can manually attach certs to 
products in this way, and then run the license engine.
I manually attached the certs to the products as above, the correct three on 
...-665 and the correct two on ...-421.
When I run the engine job, instead of using the connections already there, it 
destroys those, then drops all five products onto the ...-665 cert, pushing 
it out of compliance.  Is this normal?

Isn't there some way to tell the engine to just validate what is already there? 
 If I have five different certificates, each bought at different times for 
different people, how do I keep the license engine from randomly distributing 
these entries every time it runs???


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Peter Romain
Sent: Thursday, January 05, 2012 11:49 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Asset Management - Manual add software, license

**
The license certificate and CI's need to have the same Company value as well as 
matching categorisations.

You don't need to relate the certificates to the CI's, the engine will do that 
for you.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG

Re: POLL: would you like the user tool back (7.6.04)

[Logan, Kelly]

yes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, January 03, 2012 9:11 AM
To: arslist@ARSLIST.ORG
Subject: POLL: would you like the user tool back (7.6.04)

** Curiosity poll:
Of those who have tested, or used   7.6.04 ((only)) please:

Would you like to see the user tool come back?  (don't need comments:: just yes 
or no: OR yes yes yes to show your support is allowed.. lol)

yes or no:


I am not saying it is going to happen: I am not giving any indication it ever 
will ! I know nothing:: just asking..

--
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Are_

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Asset Management - Manual add software, license

[Logan, Kelly]

We will be using an outside product for procurement, so I am testing the 
process of adding software and licenses on ARS/ITSM 7.6.4.

Following the instructions in the Asset Management User guide, I have created 
Application CIs and related them to users, and created a software contract and 
license certificates, and I have used the 'Search for Existing Record to 
Relate' function on the 'Software Assets' tab of the license certificates to 
relate the software CIs (Application CI type).  But this does not change the 
deployment numbers on the certificate.

When I run the license engine job (does a full check on all CIs for this 
company), it removes this relationship and states that the CIs have no 
certificates.

What do I need to match to have the license engine link the Application CIs to 
the certificates?

Certificates
Company:  PQ-GIO
Status: Executed
License Type: Per copy
Related to Product Category:
   Manufacturer:  Intuit, Inc.
   Product Name:  QuickBooks
   Market Version:  12.0
   Cat 1:  Software
   Cat 2:  Application
   Cat 3:  Third Party

Application CIs
Company:  PQ-GIO
Status:  Deployed
Product Categorization -
Tier 1:  Software
Tier 2:  Application
Tier 3:  Third Party
Product Name:  QuickBooks
Model/Version:  Pro / 12.0
Manufacturer:  Intuit, Inc.
Financials - Cost Entries:  License Certificate listed, Association Type 
Secondary, with the correct LC#

Note that when I didn't have the market version set, I couldn't put in the 
related product categorization on the certificate, the most I could get was the 
Manufacturer and the Product Name.  When this was all that was set, the License 
Engine run would say either the CIs had no certificates or that they had 
multiple (some of each), with no rhyme or reason that I could discern for which 
it picked.

Any idea what I am missing here?

Is there anything that documents that basic steps and requirements to manually 
enter a new piece of software and a license for it?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


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Re: How do I force a filter to only happen after save? i.e. phase 3 ....

[Logan, Kelly]

It sounds like this (and ARSmarts') answer is essentially creating your own 
CAI:Events system.  Rather than adding another form and workflow to be 
maintained, could you just use then event engine already there?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Babineau, Robert
Sent: Monday, December 19, 2011 12:21 PM
To: arslist@ARSLIST.ORG
Subject: FW: How do I force a filter to only happen after save? i.e. phase 3 


**
So, not knowing all the workflow in your process, I can't recommend anything to 
change to make it work with phase 1 and phase 2 processing, so I'll answer your 
question directly.

There is no filter phase override to make them run in phase 3 (only phase 1).  
However, the following actions do occur in phase 3:  Notify, Run Process, and 
DSO.  The run process includes external and internal run process directives.  
We had a similar issue with phase processing that was addressed with a temp 
form and 2 filters.  Here is what we did:

1)  Create a temp form (called whatever) and create 1 filter that runs on 
Submit that does a Run Process action of Application-Delete-Entry $SCHEMA$ 
$1$ (remember you may need to put the $SHEMA$ keyword in quotations if your 
form name has spaces in it).

2)  Create a 2nd filter on the temp form that runs on Delete which does a 
push to the form you need processing on phase 3 to occur.

So, if you follow the flow, you get:

1)  Push from Form A to Form B and Temp for (i.e. 2 push actions).

2)  All workflow for phase 2 runs on form B.

3)  Phase 3 processing kicks off (i.e. the run process) and deletes the 
entry on the Temp Form which triggers the update to Form B (simulating a Phase 
3 update).

Now, you'll also need to remember that because you are doing 2 pushes to Form B 
(one from Form A and one from the Temp Form), you need to disable any workflow 
processing from the 1st push (i.e. form A).  This is accomplished by pushing a 
special keyword or possibly a status value to form B in the 1st push that 
triggers a Goto action on Form B to jump to 1001 (i.e. jump over all workflow 
execution).  That way you don't get workflow firing twice on one update.

One other thing to note is that because the 2nd push is executed from a 
delete action, you don't get any feedback (i.e. messages) published back to 
the end user (if you have any).  You can get around this by creating an After 
Modify/After Submit active link that possibly reads the result message from 
Form B.  You'd have to store the message on Form B somewhere in a field.

Hope this is the kind of answers you were looking for.

Robert Babineau, P.Eng.
Bell Aliant
robert.babin...@bellaliant.camailto:robert.babin...@bellaliant.ca

From: Garrison, Sean (Norcross) [mailto:sean.garri...@fiserv.com]
Sent: December 16, 2011 3:14 PM
Subject: How do I force a filter to only happen after save? i.e. phase 3 

**
I have a workaround for this but I don't really like it.  But here is the 
problem I am trying to solve:

We have a custom crm app that contains people and clients.  I am trying to 
trigger an event for each client related to a person whenever a field is 
changed on the people record.  I have set up a filter that does a push fields 
to a temp field on a join form to fire the workflow.

Here is what is happening:


1.I change the person's last name.

2.   Filter processing begins and filters fire.

3.   Filter processing phase 2 begins.

4.   I do a push fields to a join form to trigger the event.

5.   Filter processing phase 3 begins.

Filter Level:0 Number Of Filters:50 Checking 
CKFR:DM:People-on_Submit/Modify-990-PushContactChangesToPeople-Assn_Join~! 
(990)
-- Passed -- perform actions
0: Push Fields - CKFR:DM:People-Assn_Join
deferred to phase 2

Even though I changed the name from Smith to Jones in my event I get 
Smith because the processing was done in phase 2.  I am not pushing the Last 
Name field to the join form because it already has it (that's why I created 
the join in the first place).  In addition because the Jones is in 
transaction it is not committed in the db yet.  I have a workaround but for the 
sake of learning was wondering if anyone has run into this before and what I 
could do to resolve it.

I have tried the following options:


1.Put a ~! At the end of the 

User tool vs. MidTier - splitting user and admin menus

[Logan, Kelly]

Has anyone else made a more admin-friendly User tool homepage?

I just opened my 7.6.4 User tool to do work with Data Load Console, and I 
thought again that it would be much easier if I cleared out the Quick Links for 
all of the objects that are no longer functional in the User tool and added 
some links for the common tasks I performing as an administrator.  The trick to 
this is that I only want this version to show when I sign in with the User 
tool.  (And I'd like to do the opposite when I'm on the Midtier - show the 
'user' links and hide the admin links.)

Here's what I've thought of so far:


-  Separate admin and user accounts (klogan and adm-klogan, say) - I 
could add the new admin task links (and they would display automatically and 
only for admins).  I will no longer see admin links when I sign in to the 
Midtier with a non-admin account, but all of the regular forms will still list 
(as I'll need permissions to them to administrate) when I sign in to the User 
tool with the admin account.

-  Create a separate home page - This might be easier with separate 
accounts as well, as I could set the admin account to the new home page in User 
Preferences.  If I did this, is there a way to change which Quick Links are 
displayed for a unique home page while still keeping the list dynamic?

Any other ideas?  I haven't worked with the Quick Links much, so there may be 
some obvious Entry Point functionalities I'm missing.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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you have received this email in error please notify the sender, and delete the 
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Re: Asset Management - Software license contracts - Microsoft Master Business Agreement, Data Management, categorization

[Logan, Kelly]

Thank you, Toshiyasu!

I will look to the Product Dictionary and Catalog to update those entries.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mori, Toshiyasu
Sent: Tuesday, December 13, 2011 5:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management - Software license contracts - Microsoft Master 
Business Agreement, Data Management, categorization

**
Kelly,
Let me try to answer your question #2 and #4

2) about Software contract, Yes, you should use AST:AssetSoftware. 
CTR:GenericContract is using for customized contract type (if you want to add 
your own contract type, for example Rent Contract)

4) about Product Categorization, the data comes from PDL:Product Dictionary.
If you manually created product catalog, make sure you have add model/version 
to Product Catalog, and in Model/Version dialog form (PDL:ProductModelVersion), 
set Market Version and select Contract Required radio button to Yes. Also check 
Company Association if is it not - Global -, that means the product catalog 
restricted to certain company, then the Software Contract and License 
Certificate company should match to.
If the product catalog was discovered from outside, check Atrium Normalization 
to use proper normalize option for the imported dataset during data synchronize 
to Atrium CMDB

PDL:Product Dictionary is a joined form from PDL:ProductModelVersion (joined 
from PCT:Product Catalog and PCT:Product Model/Version)and PCT:Product Company 
Association.

Toshiyasu
Asset Management QA in BMC.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Tuesday, December 13, 2011 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management - Software license contracts - Microsoft Master 
Business Agreement, Data Management, categorization

**
Hello all,

I have been working with Asset Management 7.6.4 to prepare to enter our current 
contracts.  My goal is to use the Data Management tool 
(Transactional-Contract.xls) to import the bulk of the license data once I have 
figured out the format to use.  I have read through the AM docs (and a fair 
amount of the CMDB ones), but I still have a few questions on what I've found 
so far.


1.) Microsoft Master Business Agreements - We have negotiated a MBA with MS 
under their Enterprise 6 Program, which gives us certain purchasing 
abilities.  We can add or remove software on a year by year basis, and the 
numbers for each are 'trued up' each year as well.  There is an MBA #, an 
Enrollment #, a Software Assurance ID #, and an Agreement/Contract #.  I have 
listed my current strategy below.  Does anyone have any other strategies, 
recommendations for representing these kinds of agreements?

a.   Master Contract for the MBA itself (with the {Enrollment #}-Master as 
the Contract ID, and the MBA # as the Customer ID), then

b.  Master Contracts underneath it for each year ({Enrollment #}-{year} as 
Contract ID), then

c.   Software License Contracts underneath each year master for each type 
of software with a representative ID (Ex: Contract ID MS-EX-001-2011: 
Microsoft MS - Exchange EX - First to use the MS-EX prefix 001 - Year 
2011), and then

d.  License Certificates for each Software License Contract (eventually to 
connect to CIs from discovery tools, with same IDs).

2.)Importing Software License Contracts - The CTR-GenericContract tab 
says not to use it for Software License contracts.  I looked up the mappings in 
the Data Mgmt Admin guide and it looks like I'm supposed to use 
AST-AssetSoftware instead as this goes to CTR:ContractBase and 
AST:AssetSoftware - Is this correct?

3.)What is used in the Contract Identifier field on the Data Mgmt tabs?  Is 
this used to connect contracts and masters?  How do I determine what to put in 
this column?

4.)When creating a license certificate with the dialog that pops up from 
the Contract Add button, I can choose, say, Microsoft as a manufacturer, 
but the categories available don't reflect the product categories I have 
created, just the generics.  Is this pulling from a different area?
Thanks in advance for your help, and any other advice for entering/maintaining 
licenses would be welcome as well!  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower

Asset Management - Software license contracts - Microsoft Master Business Agreement, Data Management, categorization

[Logan, Kelly]

Hello all,

I have been working with Asset Management 7.6.4 to prepare to enter our current 
contracts.  My goal is to use the Data Management tool 
(Transactional-Contract.xls) to import the bulk of the license data once I have 
figured out the format to use.  I have read through the AM docs (and a fair 
amount of the CMDB ones), but I still have a few questions on what I've found 
so far.


1.) Microsoft Master Business Agreements - We have negotiated a MBA with MS 
under their Enterprise 6 Program, which gives us certain purchasing 
abilities.  We can add or remove software on a year by year basis, and the 
numbers for each are 'trued up' each year as well.  There is an MBA #, an 
Enrollment #, a Software Assurance ID #, and an Agreement/Contract #.  I have 
listed my current strategy below.  Does anyone have any other strategies, 
recommendations for representing these kinds of agreements?

a.   Master Contract for the MBA itself (with the {Enrollment #}-Master as 
the Contract ID, and the MBA # as the Customer ID), then

b.  Master Contracts underneath it for each year ({Enrollment #}-{year} as 
Contract ID), then

c.   Software License Contracts underneath each year master for each type 
of software with a representative ID (Ex: Contract ID MS-EX-001-2011: 
Microsoft MS - Exchange EX - First to use the MS-EX prefix 001 - Year 
2011), and then

d.  License Certificates for each Software License Contract (eventually to 
connect to CIs from discovery tools, with same IDs).

2.)Importing Software License Contracts - The CTR-GenericContract tab 
says not to use it for Software License contracts.  I looked up the mappings in 
the Data Mgmt Admin guide and it looks like I'm supposed to use 
AST-AssetSoftware instead as this goes to CTR:ContractBase and 
AST:AssetSoftware - Is this correct?

3.)What is used in the Contract Identifier field on the Data Mgmt tabs?  Is 
this used to connect contracts and masters?  How do I determine what to put in 
this column?

4.)When creating a license certificate with the dialog that pops up from 
the Contract Add button, I can choose, say, Microsoft as a manufacturer, 
but the categories available don't reflect the product categories I have 
created, just the generics.  Is this pulling from a different area?

Thanks in advance for your help, and any other advice for entering/maintaining 
licenses would be welcome as well!  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


___
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Incoming Emails have no text content - Exchange 2007 SP3 Update Rollup 1

[Logan, Kelly]

FYI - The latest patch to Exchange 2007, SP3 Update Rollup 1, changes their 
best body format:

When you apply Exchange 2007 SP3 Update Rollup 1, the behavior of the Best body 
format option changes. In this scenario, POP3 or IMAP4 clients that use the 
Best body format option only retrieve the native content that is stored on the 
Exchange Mailbox server. The POP3 or IMAP4 clients no longer receive an 
additional text-only copy of the message. If a POP3 or IMAP4 client cannot 
render the HTML message content, the client may be unable to view the retrieved 
message content.

On our ARS 7.1 system, this means that the 'Plain Text Content' field for 
HTML-formatted emails started showing up blank, which caused massive errors in 
our email processing system.

Here is the full article:  
http://technet.microsoft.com/en-us/library/gg491244(EXCHG.80).aspx

And the instructions for restoring HTML and alternative text retrieval:  
http://technet.microsoft.com/en-us/library/aa997869(EXCHG.80).aspx

Share and enjoy,

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


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Re: Search for null value in Crystal Report

[Logan, Kelly]

Thanks Susan,

When I modified the report, I no longer got the error, but I am still not 
getting any rows returned.  Is anyone else able to use IsNull or other SQL 
functions in their record selection forumula on ARS 7.1, with WUT 7.5?

Here is the current test query (from the Select Expert in Crystal Developer):
{HPD_Help_Desk.Assigned_Group} = PQ-Infrastructure Engineering and
IsNull({HPD_Help_Desk.Assignee})

Once again, note that other Crystal reports are fine.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, November 08, 2011 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

**
Kelly,

We see this error when the ODBC connection gets hosed.  Really has nothing to 
do with the IsNull statement.

We reconfigure the ODBC connection, sometimes have to refresh or recreate the 
Common File for Crystal on the PC.  Then stand, turn 3 times to the left, and 
pray.  At worst it has taken an uninstall of Remedy and reinstall.  It's  
unexplainable, no  pattern of who or when it happens to, can be working fine 
and then not.  Generally once the error is received you cannot run any reports 
initiated via an Active Link.  But they do run in the actual Crystal 
development application which most do not have.

Hope that gives another direction to look in.

Susan
On Fri, Nov 4, 2011 at 5:28 PM, Luttmann, Michael W Mr CTR DISA CD553 
michael.luttmann@csd.disa.milmailto:michael.luttmann@csd.disa.mil 
wrote:
Whenever I use the IsNull() function in Crystal, I put a return value
(=TRUE or =FALSE).

EX:  IF IsNull({table.field})=TRUE THEN [do something]


Mike Luttmann
DISA Remedy Engineer
303-224-1645tel:303-224-1645


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Friday, November 04, 2011 13:49
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Have you tried on different computers?  I am wondering if it is an
ODBC issue/setting?


On Fri, Nov 4, 2011 at 12:32 PM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
wrote:


   **

   No.  :^)





   Kelly Logan, Sr. Systems Administrator (Remedy), GMS

   ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor
MI 48106-1346 USA | 734.997.4777tel:734.997.4777

   kelly.lo...@proquest.commailto:kelly.lo...@proquest.com

   www.proquest.comhttp://www.proquest.com/



   ProQuest...Start here. 2010 InformationWeek 500 Top Innovator



   P Please consider the environment before printing this email.



   This email and any files transmitted with it are confidential
and intended solely for the use of the individual or entity to whom they
are addressed. If you have received this email in error please notify
the sender, and delete the message from your computer.







   From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
   Sent: Friday, November 04, 2011 3:31 PM


   To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
   Subject: Re: Search for null value in Crystal Report





   ** Hmmm.  I was thinking it may have already been set to Yes.
Does the error go away when setting it to Yes?

   On Fri, Nov 4, 2011 at 12:15 PM, Logan, Kelly
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:

   **

   The 'Override Query in Report' field is set to No, but setting
it to Yes overrides the query in the report so that none of the
parameters in the report are used.  So I have the original parameters
(other than the Assignee check) in the Crystal report and the 'Assignee'
check in the report 'Base Qualification'.





   Kelly Logan, Sr. Systems Administrator (Remedy), GMS

   ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor
MI 48106-1346 USA | 734.997.4777tel:734.997.4777

   kelly.lo...@proquest.commailto:kelly.lo...@proquest.com

   www.proquest.comhttp://www.proquest.com/



   ProQuest...Start here. 2010 InformationWeek 500 Top Innovator



   P Please consider the environment before printing this email.



   This email and any files transmitted

Re: Log File Editor....

[Logan, Kelly]

Trying out Notepad++, thanks Theo.

Note that rather than changing your APPDATA setting, you can instead go to 
View - User Defined Dialogue... Use 'Create New' to create a Remedy entry, 
then import your .xml file.  Setting the Language to your Remedy entry then 
provides the highlighting you created.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse
Sent: Monday, November 07, 2011 5:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Log File Editor

**
I use either baretail or Notepad++ (http://notepad-plus-plus.org/) for most log 
files and have created a Notepad++ user defined language descriptor for some 
Remedy related files a couple of years ago.
This colour-codes the files for easy reading.
The following files are included:
Remedy .Def
Remedy .Cfg
Remedy .Log
Remedy .Arr
Remedy .Arq
Remedy .Arm

Notepad++ can also auto-detect file changes and prompts you to reload the file 
once you bring it into focus.
You can also force it to reload an open file with two mouse clicks.
Old log entries can also be removed without having to switch off the logging in 
Remedy. (This way you keep the log file small  manageable whilst debugging a 
process.)

To configure Notepad++ to use this:
1. Add the userDefineLang.xml file to the Notepad++ install dir
2. Disable the use APPDATA setting
3. Restart Notepad++

HTH...

Best Regards,
Theo

Sent from my Black/Silver Personal Computer 

Try not to become a person of success, but a person of value. - Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: 05 November 2011 22:51
To: arslist@ARSLIST.ORG
Subject: Re: Log File Editor

** I use UltraEdit.  You can create a language file for AR log files if you 
wished.  As well as it has some great macro functionality.  I have macros that 
remove an entries that didn't perform work which makes the log file MUCH easier 
to use.  It also allows javascripts also, but I haven't done much with that.

There is also a tool out there called Jedit and it is written in java and might 
allow interface with the Remedy API which would allow some really impressive 
stuff to be done with a log file.  But I haven't really played with that one 
either.

HTH,

Brian Goralczyk
On Sat, Nov 5, 2011 at 8:22 AM, Jarl Grøneng 
jarl.gron...@gmail.commailto:jarl.gron...@gmail.com wrote:
I`m using BareTail BareGrep,


http://www.baremetalsoft.com/baretailpro/index.php
http://www.baremetalsoft.com/baregreppro/index.php


--
J


2011/11/4 Richard Copits 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us:
 **

 Does anyone have a recommendation for a good, flexible log

 file editor? Ideally, one that can be configured specifically for

 Remedy log viewing? Thanks for any suggestions...

 
 Portions of this message may be confidential under an exemption to Ohio's
 public records law or under a legal privilege. If you have received this
 message in error or due to an unauthorized transmission or interception,
 please delete all copies from your system without disclosing, copying, or
 transmitting this message.
 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the 
 Answers Are_
___
UNSUBSCRIBE or access ARSlist Archives at 
www.arslist.orghttp://www.arslist.org
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Answers Are



--
Brian Goralczyk
Phone 574-643-1144
Email bgoralc...@gmail.commailto:bgoralc...@gmail.com

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

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Re: Log File Editor....

[Logan, Kelly]

I agree with Brian as well - UltraEdit was my editor of choice for the better 
part of a decade (if my current employer agreed, I'd still be using it ;^).  In 
addition to the macros, and it's language highlighting (I programmed a Remedy 
version as well), I have found the column mode incredibly useful (when active, 
you can cut and paste using columns, instead of the usual word editor use of 
rows, so if you want to, say, add five characters in the middle of every line, 
it's a snap).


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: Saturday, November 05, 2011 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Log File Editor

** I use UltraEdit.  You can create a language file for AR log files if you 
wished.  As well as it has some great macro functionality.  I have macros that 
remove an entries that didn't perform work which makes the log file MUCH easier 
to use.  It also allows javascripts also, but I haven't done much with that.

There is also a tool out there called Jedit and it is written in java and might 
allow interface with the Remedy API which would allow some really impressive 
stuff to be done with a log file.  But I haven't really played with that one 
either.

HTH,

Brian Goralczyk
On Sat, Nov 5, 2011 at 8:22 AM, Jarl Grøneng 
jarl.gron...@gmail.commailto:jarl.gron...@gmail.com wrote:
I`m using BareTail BareGrep,


http://www.baremetalsoft.com/baretailpro/index.php
http://www.baremetalsoft.com/baregreppro/index.php


--
J


2011/11/4 Richard Copits 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us:
 **

 Does anyone have a recommendation for a good, flexible log

 file editor? Ideally, one that can be configured specifically for

 Remedy log viewing? Thanks for any suggestions...

 
 Portions of this message may be confidential under an exemption to Ohio's
 public records law or under a legal privilege. If you have received this
 message in error or due to an unauthorized transmission or interception,
 please delete all copies from your system without disclosing, copying, or
 transmitting this message.
 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the 
 Answers Are_
___
UNSUBSCRIBE or access ARSlist Archives at 
www.arslist.orghttp://www.arslist.org
attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the 
Answers Are



--
Brian Goralczyk
Phone 574-643-1144
Email bgoralc...@gmail.commailto:bgoralc...@gmail.com

_attend WWRUG12 www.wwrug.comhttp://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

Re: Log File Editor....

[Logan, Kelly]

Oh, yes - the ability to register a site's ftp login and edit files directly 
without the extra down/up load steps is also a pleasure, particularly for doing 
quick website work.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: Monday, November 07, 2011 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Log File Editor

** UltraEdit can, I believe.  I know it can use (s)ftp to transfer files and I 
know it can monitor the files that it has open to see if they change.  I 
honestly have to say I don't recall trying to monitor a unix file through ftp 
but I am fairly confident that it can.
On Mon, Nov 7, 2011 at 11:08 AM, Larry Barnes 
larry.bar...@thecreek.commailto:larry.bar...@thecreek.com wrote:
**
Thanks Theo.

I was thinking it was an xml file created by Remedy?  I missed your earlier 
post.

Thanks again!

Larry B.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Theo 
Fondse
Sent: Monday, November 07, 2011 10:04 AM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Log File Editor

**
Larry,

It's attached to one of my earlier posts today, but check out the attachment on 
this one again...



Best Regards,
Theo

Sent from my Black/Silver Personal Computer 
Try not to become a person of success, but a person of value. - Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Larry 
Barnes
Sent: 07 November 2011 19:17
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Log File Editor

**
I'm somewhat new to Remedy and I've been introduced to Notepad++; great tool.  
I'm curious about the xml file discussed below (userDefineLang.xml file); where 
do I find this file?

Larry B.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Logan, 
Kelly
Sent: Monday, November 07, 2011 7:16 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Log File Editor
**
Trying out Notepad++, thanks Theo.

Note that rather than changing your APPDATA setting, you can instead go to 
View - User Defined Dialogue... Use 'Create New' to create a Remedy entry, 
then import your .xml file.  Setting the Language to your Remedy entry then 
provides the highlighting you created.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Theo 
Fondse
Sent: Monday, November 07, 2011 5:09 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Log File Editor

**
I use either baretail or Notepad++ (http://notepad-plus-plus.org/) for most log 
files and have created a Notepad++ user defined language descriptor for some 
Remedy related files a couple of years ago.
This colour-codes the files for easy reading.
The following files are included:
Remedy .Def
Remedy .Cfg
Remedy .Log
Remedy .Arr
Remedy .Arq
Remedy .Arm

Notepad++ can also auto-detect file changes and prompts you to reload the file 
once you bring it into focus.
You can also force it to reload an open file with two mouse clicks.
Old log entries can also be removed without having to switch off the logging in 
Remedy. (This way you keep the log file small  manageable whilst debugging a 
process.)

To configure Notepad++ to use this:
1. Add the userDefineLang.xml file to the Notepad++ install dir
2. Disable the use APPDATA setting
3. Restart Notepad++

HTH...

Best Regards,
Theo

Sent from my Black/Silver Personal Computer 

Try not to become

Search for null value in Crystal Report

[Logan, Kelly]

Hopefully an easy question.  I would like to create a Crystal report to show 
currently unassigned tickets, but I am having trouble finding the right format 
to identify tickets where 'Assignee' is null.  Here is what I have tried so far:

IsNull() - This works in Crystal, but Remedy returns no entries.
=  - This causes an error in Crystal [Database Vendor Code: 300], which I 
can't find any details on.  Note that =  works fine in an IIf statement I 
have in another report.
=   - Finds no entries.

I have tried these with the formula editor null treatment set to 'exception' 
and 'default', with no change in results.

I also don't have the standard Remedy reports (most were removed) to see if 
there are any functioning examples of reports that use a check for a null 
value.  Several searches on BMC support also yielded no information on any way 
to search for a null value in a Crystal report.

Is there a functional way to search for a null value in a Crystal Report?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

Re: Search for null value in Crystal Report

[Logan, Kelly]

Curiouser and curiouser - I tried creating a simpler report as you did with the 
query of:

IsNull({HPD_Help_Desk.Assignee}) and
{HPD_Help_Desk.Assigned_Group} = PQ-Infrastructure Engineering

And got Unknown Database Connector Error when I tried to run it from Remedy.

It is perhaps also worth noting that we are using Remedy User 7.5 patch 004.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, November 04, 2011 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hi Kelly,

ISNULL should to it.  I just built a quick report (against Help Desk 6) to 
validate using the following query:

{HPD_HelpDesk.Arrival_Time}  CurrentDate -1 and
ISNULL ({HPD_HelpDesk.Assigned_To_Individual_})

Jason

On Fri, Nov 4, 2011 at 8:37 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Hopefully an easy question.  I would like to create a Crystal report to show 
currently unassigned tickets, but I am having trouble finding the right format 
to identify tickets where 'Assignee' is null.  Here is what I have tried so far:

IsNull() - This works in Crystal, but Remedy returns no entries.
=  - This causes an error in Crystal [Database Vendor Code: 300], which I 
can't find any details on.  Note that =  works fine in an IIf statement I 
have in another report.
=   - Finds no entries.

I have tried these with the formula editor null treatment set to 'exception' 
and 'default', with no change in results.

I also don't have the standard Remedy reports (most were removed) to see if 
there are any functioning examples of reports that use a check for a null 
value.  Several searches on BMC support also yielded no information on any way 
to search for a null value in a Crystal report.

Is there a functional way to search for a null value in a Crystal Report?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

_attend WWRUG12 www.wwrug.comhttp://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

Re: Search for null value in Crystal Report

[Logan, Kelly]

Hello Jason, and thanks for working with me on this.  :^)

The report runs in CR Developer (version 11.0.0.1282), and is attached to the 
'Report' form.  I have also confirmed that the same report without the IsNull() 
statement (replaced with 'Status' = Assigned for testing) works fine, so it's 
not the 'Report' entry or something else in the report file itself.

In the meantime, I'm using a workaround by setting the 'Base Qualification' for 
the report entry to:
'Assignee+' = $\NULL$


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, November 04, 2011 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hello again,

Does the report run fine in CR Developer?

How is the report configured in Remedy?  I am assuming it is an attachment in 
the Report form.

Jason
On Fri, Nov 4, 2011 at 10:44 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Curiouser and curiouser - I tried creating a simpler report as you did with the 
query of:

IsNull({HPD_Help_Desk.Assignee}) and
{HPD_Help_Desk.Assigned_Group} = PQ-Infrastructure Engineering

And got Unknown Database Connector Error when I tried to run it from Remedy.

It is perhaps also worth noting that we are using Remedy User 7.5 patch 004.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Friday, November 04, 2011 1:14 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hi Kelly,

ISNULL should to it.  I just built a quick report (against Help Desk 6) to 
validate using the following query:

{HPD_HelpDesk.Arrival_Time}  CurrentDate -1 and
ISNULL ({HPD_HelpDesk.Assigned_To_Individual_})

Jason

On Fri, Nov 4, 2011 at 8:37 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Hopefully an easy question.  I would like to create a Crystal report to show 
currently unassigned tickets, but I am having trouble finding the right format 
to identify tickets where 'Assignee' is null.  Here is what I have tried so far:

IsNull() - This works in Crystal, but Remedy returns no entries.
=  - This causes an error in Crystal [Database Vendor Code: 300], which I 
can't find any details on.  Note that =  works fine in an IIf statement I 
have in another report.
=   - Finds no entries.

I have tried these with the formula editor null treatment set to 'exception' 
and 'default', with no change in results.

I also don't have the standard Remedy reports (most were removed) to see if 
there are any functioning examples of reports that use a check for a null 
value.  Several searches on BMC support also yielded no information on any way 
to search for a null value in a Crystal report.

Is there a functional way to search for a null value in a Crystal Report?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

_attend WWRUG12 www.wwrug.comhttp

Re: Search for null value in Crystal Report

[Logan, Kelly]

The 'Override Query in Report' field is set to No, but setting it to Yes 
overrides the query in the report so that none of the parameters in the report 
are used.  So I have the original parameters (other than the Assignee check) in 
the Crystal report and the 'Assignee' check in the report 'Base Qualification'.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, November 04, 2011 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** No problem at all.

In the Report record is Override Query in Report set to No?  Do you need to 
be able to specify the query from Remedy or will the query be controlled 
completely by Crystal?

We had some broken (web) reports in the last few months with the query embedded 
in the reports.  We had to change it from Yes to No before the reports would 
start working again.  I think when these reports were build way back in the 6.x 
days the Override Query in Reports option behaved a little differently and 
nobody noticed/reported they broke somewhere along the line from 6.x - 7.0 - 
7.1 - 7.5.

Jason

On Fri, Nov 4, 2011 at 11:43 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Hello Jason, and thanks for working with me on this.  :^)

The report runs in CR Developer (version 11.0.0.1282), and is attached to the 
'Report' form.  I have also confirmed that the same report without the IsNull() 
statement (replaced with 'Status' = Assigned for testing) works fine, so it's 
not the 'Report' entry or something else in the report file itself.

In the meantime, I'm using a workaround by setting the 'Base Qualification' for 
the report entry to:
'Assignee+' = $\NULL$


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Friday, November 04, 2011 2:17 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hello again,

Does the report run fine in CR Developer?

How is the report configured in Remedy?  I am assuming it is an attachment in 
the Report form.

Jason
On Fri, Nov 4, 2011 at 10:44 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Curiouser and curiouser - I tried creating a simpler report as you did with the 
query of:

IsNull({HPD_Help_Desk.Assignee}) and
{HPD_Help_Desk.Assigned_Group} = PQ-Infrastructure Engineering

And got Unknown Database Connector Error when I tried to run it from Remedy.

It is perhaps also worth noting that we are using Remedy User 7.5 patch 004.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Friday, November 04, 2011 1:14 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hi Kelly,

ISNULL should to it.  I just built a quick report (against Help Desk 6) to 
validate using the following

Re: Search for null value in Crystal Report

[Logan, Kelly]

No.  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, November 04, 2011 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hmmm.  I was thinking it may have already been set to Yes.  Does the error 
go away when setting it to Yes?
On Fri, Nov 4, 2011 at 12:15 PM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
The 'Override Query in Report' field is set to No, but setting it to Yes 
overrides the query in the report so that none of the parameters in the report 
are used.  So I have the original parameters (other than the Assignee check) in 
the Crystal report and the 'Assignee' check in the report 'Base Qualification'.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Friday, November 04, 2011 3:10 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** No problem at all.

In the Report record is Override Query in Report set to No?  Do you need to 
be able to specify the query from Remedy or will the query be controlled 
completely by Crystal?

We had some broken (web) reports in the last few months with the query embedded 
in the reports.  We had to change it from Yes to No before the reports would 
start working again.  I think when these reports were build way back in the 6.x 
days the Override Query in Reports option behaved a little differently and 
nobody noticed/reported they broke somewhere along the line from 6.x - 7.0 - 
7.1 - 7.5.

Jason

On Fri, Nov 4, 2011 at 11:43 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Hello Jason, and thanks for working with me on this.  :^)

The report runs in CR Developer (version 11.0.0.1282), and is attached to the 
'Report' form.  I have also confirmed that the same report without the IsNull() 
statement (replaced with 'Status' = Assigned for testing) works fine, so it's 
not the 'Report' entry or something else in the report file itself.

In the meantime, I'm using a workaround by setting the 'Base Qualification' for 
the report entry to:
'Assignee+' = $\NULL$


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777tel:734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comhttp://www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Friday, November 04, 2011 2:17 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Search for null value in Crystal Report

** Hello again,

Does the report run fine in CR Developer?

How is the report configured in Remedy?  I am assuming it is an attachment in 
the Report form.

Jason
On Fri, Nov 4, 2011 at 10:44 AM, Logan, Kelly 
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com wrote:
**
Curiouser and curiouser - I tried creating a simpler report as you did with the 
query of:

IsNull({HPD_Help_Desk.Assignee}) and
{HPD_Help_Desk.Assigned_Group} = PQ-Infrastructure Engineering

And got Unknown Database Connector Error

Re: Outgoing email address rejection list

[Logan, Kelly]

Of course - the email engine query is mailbox-specific; I forgot that.  (I'm 
trying to reduce size of that nasty NOT IN query it runs.)  That's an excellent 
solution, Fred.  Thanks!


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 19, 2011 5:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
Not if the configuration for that new Invalid mailbox is set to Disabled in 
the AR System Email Mailbox Configuration form.  Then the messages should sit 
in the Email Messages form where you can use other workflow to delete them.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Wednesday, October 19, 2011 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
Interesting thought, Fred, but I believe the email would still be in the 
mailbox and scanned as outgoing though, which I am trying to avoid.

Jason - thanks for the 'To' swap idea.  That's pretty much my last resort, as 
it would require sending the emails then deleting them, which is such a waste.

Doesn't it seem odd though that there is no way to simply stop an outgoing 
email?  And that whatever is changing the 'Send Message' field back to Yes 
doesn't show up on the logs?  Just as odd - I tried setting the 'Status' as 
well to Rejected as a flag, and found that while the filters ran, the 
'Status' field on the new entry was set back to New.  What is doing this?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 19, 2011 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
How about if you change to a different mailbox name with Submit filters

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Wednesday, October 19, 2011 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
Or perhaps others can't comment.  :^)

Thanks for the confirmation on this issue, David; it helps to know that it is 
related to something normal in Remedy and not another custom code issue.  I 
can't throw an error though, because that would error out the originating 
Incident transaction, which I don't want to do.

(Thank you Marcelo as well, but the list is of invalid addresses that aren't 
connected to contacts.  Please don't ask me why it's necessary for our custom 
code to set invalid email addresses, I won't have a pleasant or printable 
answer.  ;^)



Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Tuesday, October 18, 2011 5:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
I'm not a mail guru at all, but I have seen that issue with a message going out 
even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 
7.5, too.  Sometimes I think it's a timing issue with the mail processing

Re: Outgoing email address rejection list

[Logan, Kelly]

Or perhaps others can't comment.  :^)

Thanks for the confirmation on this issue, David; it helps to know that it is 
related to something normal in Remedy and not another custom code issue.  I 
can't throw an error though, because that would error out the originating 
Incident transaction, which I don't want to do.

(Thank you Marcelo as well, but the list is of invalid addresses that aren't 
connected to contacts.  Please don't ask me why it's necessary for our custom 
code to set invalid email addresses, I won't have a pleasant or printable 
answer.  ;^)



Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Tuesday, October 18, 2011 5:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
I'm not a mail guru at all, but I have seen that issue with a message going out 
even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 
7.5, too.  Sometimes I think it's a timing issue with the mail processing.

How about throwing an error on submit so a mail record isn't even created?  Not 
sure if that would interfere with processing the other mail you *do* want to 
send or not.  It would make me a little nervous, but perhaps others could 
comment on whether that's a good solution.

David Durling
Enterprise Information Technology Services
University of Georgia

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Tuesday, October 18, 2011 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Outgoing email address rejection list

**
Going out to the email gurus -

I need to pull out standard email notifications to certain email addresses.  I 
have created a rejection list form and put in filters that check the 'To' 
address of outgoing emails against this list.  The mechanism I have tried so 
far is to set the 'Send Message' field to No (0) and jumping to 999 to short 
circuit any other processing.  This workflow is running, 'Send Message' is set 
to 0, and no other workflow in the filter log touches the field after that, yet 
when I check the entry, 'Send Message' is set to Send (1).  Note I am on ARS 
7.1, patch 009.

Is there some background process associated with the Email Engine that is 
interfering?  Alternately, is there another mechanism I can use to prevent a 
message from being sent during the submit?  (Trying to catch it before then 
would be significantly more difficult, involving multiple sets of code.)

Thank you in advance for your help,

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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Re: Outgoing email address rejection list

[Logan, Kelly]

Interesting thought, Fred, but I believe the email would still be in the 
mailbox and scanned as outgoing though, which I am trying to avoid.

Jason - thanks for the 'To' swap idea.  That's pretty much my last resort, as 
it would require sending the emails then deleting them, which is such a waste.

Doesn't it seem odd though that there is no way to simply stop an outgoing 
email?  And that whatever is changing the 'Send Message' field back to Yes 
doesn't show up on the logs?  Just as odd - I tried setting the 'Status' as 
well to Rejected as a flag, and found that while the filters ran, the 
'Status' field on the new entry was set back to New.  What is doing this?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 19, 2011 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
How about if you change to a different mailbox name with Submit filters

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Wednesday, October 19, 2011 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
Or perhaps others can't comment.  :^)

Thanks for the confirmation on this issue, David; it helps to know that it is 
related to something normal in Remedy and not another custom code issue.  I 
can't throw an error though, because that would error out the originating 
Incident transaction, which I don't want to do.

(Thank you Marcelo as well, but the list is of invalid addresses that aren't 
connected to contacts.  Please don't ask me why it's necessary for our custom 
code to set invalid email addresses, I won't have a pleasant or printable 
answer.  ;^)



Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Tuesday, October 18, 2011 5:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email address rejection list

**
I'm not a mail guru at all, but I have seen that issue with a message going out 
even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 
7.5, too.  Sometimes I think it's a timing issue with the mail processing.

How about throwing an error on submit so a mail record isn't even created?  Not 
sure if that would interfere with processing the other mail you *do* want to 
send or not.  It would make me a little nervous, but perhaps others could 
comment on whether that's a good solution.

David Durling
Enterprise Information Technology Services
University of Georgia

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Tuesday, October 18, 2011 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Outgoing email address rejection list

**
Going out to the email gurus -

I need to pull out standard email notifications to certain email addresses.  I 
have created a rejection list form and put in filters that check the 'To' 
address of outgoing emails against this list.  The mechanism I have tried so 
far is to set the 'Send Message' field to No (0) and jumping to 999 to short 
circuit any other processing.  This workflow is running, 'Send Message' is set 
to 0, and no other workflow in the filter log touches the field after that, yet 
when I check the entry, 'Send Message' is set to Send (1).  Note I am on ARS 
7.1, patch 009.

Is there some background process associated with the Email Engine that is 
interfering?  Alternately, is there another mechanism I can use to prevent a 
message from being sent during the submit?  (Trying to catch it before then 
would be significantly more difficult, involving multiple sets of code.)

Thank you in advance

Outgoing email address rejection list

[Logan, Kelly]

Going out to the email gurus -

I need to pull out standard email notifications to certain email addresses.  I 
have created a rejection list form and put in filters that check the 'To' 
address of outgoing emails against this list.  The mechanism I have tried so 
far is to set the 'Send Message' field to No (0) and jumping to 999 to short 
circuit any other processing.  This workflow is running, 'Send Message' is set 
to 0, and no other workflow in the filter log touches the field after that, yet 
when I check the entry, 'Send Message' is set to Send (1).  Note I am on ARS 
7.1, patch 009.

Is there some background process associated with the Email Engine that is 
interfering?  Alternately, is there another mechanism I can use to prevent a 
message from being sent during the submit?  (Trying to catch it before then 
would be significantly more difficult, involving multiple sets of code.)

Thank you in advance for your help,

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


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Server Statistics - Process time ratios

[Logan, Kelly]

This is a quick question for other admins that have or are running Server 
Statistics, particularly on several systems.

I am troubleshooting some slowdowns on our ARS 7.1 server, running a heavily 
customized ITSM 7.0.3.

I have started Server Statistics and found the following process time values:

Process Time 1/100ths second
ARServer Idle Time 16,635,760
API Requests 7,422,478
DB SQL  7,394,727
Entries Calls7,385,638
Get List Entry 7,331,214
Escalation2,194,126
Non DB Restructure36,347
Filter  28,006
Create Entry   23,163
Set Entry  19,428
Delete Entry   1,821
Get Entry Stats  210
Cache Loading   0
FTS 0
Merge Entry   0

I haven't really looked at these before on a normally functioning system, so 
I'm throwing it out to those who have:  Are these relatively normal ratios 
compared to other systems you've seen; i.e., are API, DB SQL, Entries and Get 
List process times usually 100x the others'?

Thanks for your time!

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: ARERR 372 in arerror.log

[Logan, Kelly]

Hello Joe,



The event is coming from the escalation queue, so that’s the workflow to check 
first to see what data it is trying to use.



I do find it interesting that it lists the field as “SendEMail()” – normally I 
would expect to see the field id in the parentheses; is it possible this is a 
field that was used and recently deleted from the form?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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you have received this email in error please notify the sender, and delete the 
message from your computer.





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joseph Williams
Sent: Thursday, September 08, 2011 1:24 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 372 in arerror.log



Hi all,



Here are my system details:

ARServer 7.5 patch 7

ITSM 7.6.01

Windows NT

MS SQL 2005

AR Server Group with 2 servers



This is my first time trying the list out.  Recently seeing this getting this 
error message in the arerror.log.



390603 : Could not create alert event (ARERR 372)

Thu Sep 08 11:02:15 2011 Wrong number of parameters or bad parameter values 
specified in function for the field : SendEMail()



390603 is thread.



Thanks



Joe Williams



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Re: Outside of Reserved Range warning?

[Logan, Kelly]

One. . .Two. . .I think you're right. . .

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Wednesday, September 07, 2011 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outside of Reserved Range warning?

Yeah, I meant 600 million. I still have trouble counting to 5 so numbers larger 
than that stump me. :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, September 07, 2011 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Outside of Reserved Range warning?

Huh.  I suspect it's the number of digits in your ID that's causing the issue.  
I seem to recall that 600,000,000 to 999,999,999 is reserved for custom 
development.  Field IDs 599,999,999 and below are for BMC's use, but I don't 
recall anything about using IDs above 1,000,000,000.

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services Service Delivery Division ITSM  ITAM 
Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us
 
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, September 07, 2011 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Outside of Reserved Range warning?

Hello Listers,
ARS 7.6.03
MS SQL Server 2005
VMWare Windows 2003 Enterprise
I've been working in the Dev Studio for a while and I keep getting the 
following response when I create fields.
You have specified an id for the following fields which is outside the BMC 
reserved range. Do you want to continue?
I could see a warning for creating a field inside the range of reserved field 
ids but outside?
Is there a config setting in Dev Studio to stop this message?
The field ids that I use are all between 1,587,700,000 and 1,587,711,199

Thanks,
---
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 




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Process Overview diagrams

[Logan, Kelly]

A more general question about ITSM 7.6.x - There are Process Overview 
diagrams that are available for each management console; is there a relatively 
consolidated diagram that summarizes them available?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: Ticket data content issues (Healthcare Industry)

[Logan, Kelly]

Lee is right, a disclaimer to inform users will help protect the company from 
responsibility for user actions.

I would recommend as well:

1.   Disallow guest logins

2.   Change the Demo user default password.

3.   Use multi-tenancy to segregate data (if you have users without HIPAA 
clearance).

4.   Set business policy to only put HIPAA-sensitive data certain fields 
(for example, only in Work Info, and default to internal, you could also add a 
HIPAA type of Work Info entry).

5.   Consider any reporting to be sure those fields are not exposed.

6.   Consider using Remedy Encryption to encrypt communications to and from 
the server.

I'm sure there's more, but I have to run to a meeting.  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Saturday, July 23, 2011 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ticket data content issues (Healthcare Industry)

**
Shane,

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

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

Lee

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
[cid:image001.jpg@01CC4BA1.A5ADCB30]http://www.linkedin.com/in/leecullom[cid:image002.jpg@01CC4BA1.A5ADCB30]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/
Click on View Demo to see the product in action









From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shane Buchholz
Sent: Friday, July 22, 2011 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Ticket data content issues (Healthcare Industry)

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

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

Thanks,

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


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Re: Each Group control only their assets and not having access to other group's assets

[Logan, Kelly]

Hi Amanullah,

One way would be to use the 'business unit' strategy of setting up each group 
with it's own Company entry, then you will be able to attach each set of assets 
to that 'company' (group).  This would also let you easily separate out your 
administrators for each group as well.  (See Multi-Tenancy documentation for 
your version.)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed)
Sent: Tuesday, July 12, 2011 4:58 AM
To: arslist@ARSLIST.ORG
Subject: Each Group control only their assets and not having access to other 
group's assets

**
Hi there,
Version 7.1
Is there any possibility in Asset Management that each Group control only their 
assets and not having access to other group's assets?


Thanks  Regards

Amanullah
IT Enterprise Applications



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Re: Error while sending a fax

[Logan, Kelly]

Hi Hrishikesh,



User unknown means that the email engine isn't getting a response from the 
email domain that the email address is valid or known.  I'm guessing that you 
have some kind of email-to-fax service that you are using that receives emails 
and converts them into faxes.  If so, I would check with the service to be sure 
your account is still valid.  If not, has this worked in the past, and if so, 
what is the mechanism that is supposed to send the fax for you?



Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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message from your computer.




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hrishikesh Muluskar
Sent: Monday, July 11, 2011 5:21 AM
To: arslist@ARSLIST.ORG
Subject: Error while sending a fax



HI,



I am getting the following error ,whenever i try to send a fax via notify 
action in the filter.

we have a faxnumber field in a form.User enters a faxnumber into it and 
whenever he press submit.the email should go to the provided faxnumber.

Instead now it is throwing the following exception.



250 2.6.0  
26845221.13541309966942079.JavaMail.SYSTEM@SVCHASmailto:26845221.13541309966942079.JavaMail.SYSTEM@SVCHAS
 Queued mail for delivery

com.sun.mail.smtp.SMTPSendFailedException: 250 2.6.0  
26845221.13541309966942079.JavaMail.SYSTEM@SVCHASmailto:26845221.13541309966942079.JavaMail.SYSTEM@SVCHAS
 Queued mail for delivery ;

  nested exception is:

com.sun.mail.smtp.SMTPAddressFailedException: 550 5.1.1 User 
unknown



at 
com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:598)

at 
com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:394)

at 
com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:231)

at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)

at java.lang.Thread.run(Unknown Source)





what this error explains...

CAN ANYONE PLEASE HELP!



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Re: Prompt when updating/replacing an attachement

[Logan, Kelly]

Some interesting questions, Mike!  Here's my opinion as a past contractor:



First, I would work with your support to determine if this is a standard 
behavior or environment related.  Personally, I have not seen this either, 
which makes me think that it might be an issue on your system, in particular 
the database.  Being more informed than your customer is one of the things 
we're paid for, and it also gives you a path of action to communicate to the 
customer.



Second, if it is a standard behavior I would lean more towards bug than RFE - 
If you ask to delete a file, it should be removed, not just hidden.



Third, regarding the customer's comment, I recommend not engaging in a critique 
of the system.  Once you know one way or the other, you can respond more 
intelligently.  If it was a conscious decision on BMC's part that caused this, 
then I would explain this to the customer and let them know that the beauty of 
the system is that they can make a different decision and you can implement it 
for them.  If it is a bug, as seems more likely, than you can explain what 
happened and how it will be fixed.



My more than two cents, for what it’s worth. . .  :^)



Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Conroy
Sent: Tuesday, July 05, 2011 11:36 PM
To: arslist@ARSLIST.ORG
Subject: Prompt when updating/replacing an attachement



So, here's a question.



Why, when you delete an attachment from an attachment pool, there is no warning 
but if you right-click one, click Add and select a file, a warning dialog is 
displayed that says Would you like to replace file1.txt with file2.txt?



A customer raised it with a Project Manager and the Project Manager said to me 
The customer believes that this is completely illogical and therefore 
doesn’t believe that this is Remedy out of the box behavior.



To be honest, I had never noticed it before and I've been working with Remedy 
for a long time.



Anybody else pondered about/noticed this behavior?



Is it a defect?



Should an RFE be raised?



Should I agree with the customer but tell him illogical it may be but that's 
just the way it is?



Mike Conroy

Solution Architect

Planwell



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Re: Support Company Access Configuration - Infinite loop!

[Logan, Kelly]

Hi Guillaume,

I agree that code review would be great, particularly to maintain coding 
practices (like using guides instead of Goto loops when possible), but what 
really concerns me is that this prevents the system from being used as 
described in their own documentation.  To me this speaks to an issue with their 
testing and quality assurance departments as well as their programmer 
management, all of which should be working to catch and deal with incredibly 
obvious issues like this before they reach the customer.

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Wednesday, July 06, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Company Access Configuration - Infinite loop!

**
Hi Kelly,

As different modules or parts of modules of the ITSM suite are developed by 
Remedy developers at BMC, you will find that these developers have a wide range 
of experience and skill, based on the code they develop: some is very sloppy 
and bad, some is very good and ingenious and takes advantage of the newest ARS 
features.

This is an example of crappy bad code.

I don't know if there are code reviews at BMC by senior developers checking on 
less experienced  developers, that's something that maybe BMC folks can comment.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Logan, Kelly [kelly.lo...@proquest.com]
Sent: Friday, July 01, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Support Company Access Configuration - Infinite loop!
**
Another disturbing code issue for those of us working with multi-tenancy in 
7.6.4 SP1.  I was setting up a support company using the 'Support Company 
Access Configuration' form (as directed by the Multi-Tenancy doc):

I opened the 'Support Company Access Configuration form.
I clicked on 'Create' and set Bowker as the company and ProQuest as the 
support company - no problem.
I used the search with Bowker set as 'Company' to confirm the relationship - 
successful, entry with Bowker and Proquest, enabled.
Here's the problem - I used the 'Update' button as directed to update the 
people permissions, with the menu set to Bowker - The user tool locked and 
went unresponsive in a minute or so.  On Task Manager, the memory displayed a 
constantly increasing number.  After ten minutes or so, I stopped the task.
I tried again, with logging running - again the tool locked and memory kept 
increasing.  Again I ended the task.  On the log, I found an infinite loop.

The code is a set of active links prefixed CFG:CCS:Update_, linked to the 
CFG:SupportCompanyAccessSetup form.

The primary issue is that the code loops to generate a full list of companies 
that support the chosen company, but the link that is supposed to check 
(Update_025) only runs when 'z1D_Action' = Yes.  'z1D_Action' is only set to 
Yes if there is an error found and the user confirms they want to continue in 
the dialog displayed (Update_020).  So, when the links loop to Update_025, it 
does nothing, the links loop again, ad infinitum.

As a workaround, I've updated the error link (Update_020) with an Else action 
to set 'z1D_Action' to Yes if no error is found.  This seems to work, as 
using the 'Update' button now results in the 'Vendor Assignee Groups' field on 
the company's people entries being set.

Looking at the code though, I do find it a bit concerning that the loop is done 
with Go To actions instead of using an active link guide, that the links 
proclaim that the Update completed successfully when there is no check for 
this, and that the filter on SYS:Action 
(SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People 
entries.  Combined with the original error, the entire section seems sloppy and 
not to Remedy coding standards.

Has anyone else reported this?  Is this a known issue?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.comUrlBlockedError.aspx

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended

Support Company Access Configuration - Infinite loop!

[Logan, Kelly]

Another disturbing code issue for those of us working with multi-tenancy in 
7.6.4 SP1.  I was setting up a support company using the 'Support Company 
Access Configuration' form (as directed by the Multi-Tenancy doc):

I opened the 'Support Company Access Configuration form.
I clicked on 'Create' and set Bowker as the company and ProQuest as the 
support company - no problem.
I used the search with Bowker set as 'Company' to confirm the relationship - 
successful, entry with Bowker and Proquest, enabled.
Here's the problem - I used the 'Update' button as directed to update the 
people permissions, with the menu set to Bowker - The user tool locked and 
went unresponsive in a minute or so.  On Task Manager, the memory displayed a 
constantly increasing number.  After ten minutes or so, I stopped the task.
I tried again, with logging running - again the tool locked and memory kept 
increasing.  Again I ended the task.  On the log, I found an infinite loop.

The code is a set of active links prefixed CFG:CCS:Update_, linked to the 
CFG:SupportCompanyAccessSetup form.

The primary issue is that the code loops to generate a full list of companies 
that support the chosen company, but the link that is supposed to check 
(Update_025) only runs when 'z1D_Action' = Yes.  'z1D_Action' is only set to 
Yes if there is an error found and the user confirms they want to continue in 
the dialog displayed (Update_020).  So, when the links loop to Update_025, it 
does nothing, the links loop again, ad infinitum.

As a workaround, I've updated the error link (Update_020) with an Else action 
to set 'z1D_Action' to Yes if no error is found.  This seems to work, as 
using the 'Update' button now results in the 'Vendor Assignee Groups' field on 
the company's people entries being set.

Looking at the code though, I do find it a bit concerning that the loop is done 
with Go To actions instead of using an active link guide, that the links 
proclaim that the Update completed successfully when there is no check for 
this, and that the filter on SYS:Action 
(SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People 
entries.  Combined with the original error, the entire section seems sloppy and 
not to Remedy coding standards.

Has anyone else reported this?  Is this a known issue?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.


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ARS web client and IE8 Merged Frame Process

[Logan, Kelly]

Hello All,

Something I hinted at earlier that I wanted to share more information about:  
Internet Explorer 8's new Merged Frame 
Processhttp://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
 technology will allow the latest web client login to overwrite the last, 
unless you take steps to stop this.  (Info on MFP here, in case you can't see 
the link above:  
http://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
 - h/t to Srikanth PSS for the IE info.  :^)

One of Microsoft's stated goals was to use less resources by allowing one 
browser 'frame' process (the object that holds the parts around the tabs) to 
hold multiple tab sessions, and to not create a new frame if it didn't seem 
necessary.  The result is that if you open a web client URL and login (creating 
one active Remedy session w/cookies), then open a second web client URL (even 
in a different window) and login, the second login can overwrite the first's 
session.

For example, here's what I can do right now on a 7.6.4 system loaded with 
service desk and test data I am using to test for an upgrade:


1.)Open browser window A, browse to ...login.jsp, login as customer01 (a 
read-only account) - I see the IT Home page:  The greeting and status bar below 
say customer01.

2.)Open browser window B, browse to ...login.jsp, login as Allen (an 
administrator account) - I see the IT Home page:  The greeting and status bar 
below say Allen.

3.)Go back to browser window A now, open the 'Applications' quick menu, 
choose Application Administration Console - I see the administrator's 
console, and the status bar at the bottom now identifies the formerly read-only 
user as administrator Allen with a fixed license.  From this point on, window A 
operates with Allen's permissions.

Originally, this concerned me because it seemed to prevent a basic 
functionality of Remedy User that I use almost every day:  Opening multiple 
sessions with different logins to run different processes, monitor actions, 
troubleshoot issues, test user access, etc.  Fortunately, the link I provided 
above notes some workarounds:  I chose the command line option and created a 
desktop icon for IE with -NoFrameMerging, as such
   C:\Program Files\Internet Explorer\iexplore.exe -NoFrameMerging 
http://MyMidTier:8080/arsys/shared/login.jsp?/arsys/home

So far, this is working - I can successfully run multiple Remedy sessions using 
this shortcut without them overwriting each other, and still run regular IE 
with MFP for everything else.

Now however, my concern is that this may be a security issue as well.  As I've 
noted above, even a read-only browser frame can be merged with another browser 
frame that has the highest permissions possible.  It seems to me that with a 
minimum of security barriers, someone with a fair knowledge of HTML and Java 
programming could gain administrative access by:

1.) Get any login to the Remedy server - not a problem, many companies have 
read-only id/pws they freely distribute for self-service and the like.

2.)Create a site that a Remedy administrator is likely to browse to and 
have up when logging in to the Remedy server.

3.)Put code on that site that mimics the login.jsp (or calls it invisibly) 
using the known login, logs into the server to create a valid (read-only) 
session, and waits.

4.)Remedy admin logs in, the read-only session gains administrator 
permissions, and it can now run any number of queries or other Remedy actions 
for as long as the administrator is logged in.

This an extreme scenario, gaining admin access and putting the server in 
danger.  It would be even easier however to 'trojan' the larger number of 
regular users who have permissions to secure data (HIPAA, financial, military, 
etc) kept in Remedy to pull the data they have access to, and all actions would 
be, as far as Remedy was concerned, performed by the user during a valid login 
session.

BMC support's answer was that since the Mid-tier tracks session based on two 
cookies which exist in the context of hitting the Mid-tier server, it is 
unclear how it'd be possible to obtain/use these cookies via a rouge (sic) 
website outside of this context, not to mention somehow authenticating as an 
administrator.

I am unconvinced by this answer as it appears to me that the read-only session 
does obtain and use those cookies when the frames merge as demonstrated by the 
ability of that formerly read-only session to conduct administrative level 
actions.  What do you think?  Is my scenario plausible?

I look forward to reading (and learning) more on this issue!  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ARS web client and IE8 Merged Frame Process

[Logan, Kelly]

Hello All,

Something I hinted at earlier that I wanted to share more information about:  
Internet Explorer 8's new Merged Frame 
Processhttp://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
 technology will allow the latest web client login to overwrite the last, 
unless you take steps to stop this.  (Info on MFP here, in case you can't see 
the link above:  
http://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
 - h/t to )

One of Microsoft's stated goals was to use less resources by allowing one 
browser 'frame' process (the object that holds the parts around the tabs) to 
hold multiple tab sessions, and to not create a new frame if it didn't seem 
necessary.  The result is that if you open a web client URL and login (creating 
one active Remedy session w/cookies), then open a second web client URL (even 
in a different window) and login, the second login can overwrite the first's 
session.

For example, here's what I can do right now on a 7.6.4 system loaded with 
service desk and test data I am using to test for an upgrade:


1.)Open browser window A, browse to ...login.jsp, login as customer01 (a 
read-only account) - I see the IT Home page:  The greeting and status bar below 
say customer01.

2.)Open browser window B, browse to ...login.jsp, login as Allen (an 
administrator account) - I see the IT Home page:  The greeting and status bar 
below say Allen.

3.)Go back to browser window A now, open the 'Applications' quick menu, 
choose Application Administration Console - I see the administrator's 
console, and the status bar at the bottom now identifies the formerly read-only 
user as administrator Allen with a fixed license.  From this point on, window A 
operates with Allen's permissions.

Originally, this concerned me because it seemed to prevent a basic 
functionality of Remedy User that I use almost every day:  Opening multiple 
sessions with different logins to run different processes, monitor actions, 
troubleshoot issues, test user access, etc.  Fortunately, the link I provided 
above notes some workarounds:  I chose the command line option and created a 
desktop icon for IE with -NoFrameMerging, as such
   C:\Program Files\Internet Explorer\iexplore.exe -NoFrameMerging 
http://YourMidTier:8080/arsys/shared/login.jsp?/arsys/home

So far, this is working and I can successfully run multiple sessions without 
them overwriting each other.  (This way you can still use the resource saving 
functionalities of the MFP.)

Now however, my concern is that this may be a security issue as well.  As I've 
noted above, even a read-only browser frame can be merged with another browser 
frame that has the highest permissions possible.  It seems to me that with a 
minimum of security barriers, someone with a fair knowledge of HTML and Java 
programming could gain administrative access by:

1.) Get any login to the Remedy server - not a problem, many companies have 
read-only id/pws they freely distribute for self-service and the like.

2.)Create a site that a Remedy administrator is likely to browse to and 
have up when logging in to the Remedy server.

3.)Put code on that site that mimics the login.jsp (or calls it invisibly) 
using the known login, logs into the server to create a valid (read-only) 
session, and waits.

4.)Remedy admin logs in, the read-only session gains administrator 
permissions, and it can now run any number of queries or other Remedy actions 
for as long as the administrator is logged in.

This of course is the most extreme, gaining admin access and putting the server 
in danger.  It would be even easier however to 'trojan' the larger number of 
regular users who have permissions to secure data (HIPAA, financial, military, 
etc) kept in Remedy to pull the data they have access to, and all actions would 
be, as far as Remedy was concerned, performed by the user during a valid login 
session.

BMC support's answer was that since the Mid-tier tracks session based on two 
cookies which exist in the context of hitting the Mid-tier server, it is 
unclear how it'd be possible to obtain/use these cookies via a rouge (sic) 
website outside of this context, not to mention somehow authenticating as an 
administrator.

What do you think?  Is my scenario plausible?

I look forward to reading (and learning) more from you all on this!  :^)


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

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Re: Remedy User tool connecting through Windows 2008 R2 Firewall rules

[Logan, Kelly]

Column IT confirmed they installed 7.6.4 SP1 stack installer and tested 
successfully in Release 2 and Service Patch 0 for Windows 2008.

I am currently running an install of 7.6.4 SP1 stack on Win2008 R2 SP1 - so 
far, so good.  I'll let you know if there are any issues.


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ivan Runions
Sent: Wednesday, June 15, 2011 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Remedy User tool connecting through Windows 2008 R2 Firewall rules

**
I have a new ARS 7.6.04 environment on a Win 2008 R2 virtual machine.

The Firewall rules are setup to allow TCP on Port 3060 and UDP on port 111.  In 
theory this allows the User tool to connect without specifying port 3060.  
However something is still blocking port 111 for the portmapper.

My Windows server guy has asked me to explicity ask if other places have run 
this on Windows 2008 R2 as opposed to Windows 2008 (non R2).

... so... I've just asked.   Has anyone done this on Win 2008 R2?

-ivan-



--
Ivan Runions
 3rd Party Services Support
 Information Technologies
 University of Calgary
 Calgary Alberta Canada
 (403) 220-4437

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Re: ITSM 7.6.04 and IE 6 - overview console picking up incorrect user

[Logan, Kelly]

I saw something that may be related with ITSM 7.6.4 SP1 and IE8 - When I log in 
more than one user on browser clients, the last user logged in takes over all 
sessions.  So if I login Michel, open a new browser and log in Allen (the test 
data accounts), then go back to Michel's browser session and open a ticket or a 
console, it will say Welcome Allen and will list Allen as the user in the 
bottom left status bar.  It will also save with Allen's user information.  It 
doesn't give Michel Allen's admin list of forms, but it does let Michel create 
and update entries as if he was Allen.



(Not only is this a serious security issue, but it significantly hampers my 
ability as an administrator if I can no longer have multiple user sessions 
running from one workstation for testing and troubleshooting.)


I haven't tried this with Firefox.

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.






-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raido Oja
Sent: Monday, June 13, 2011 11:14 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 and IE 6 - overview console picking up incorrect user



Hi All,



We are experiencing some strange behaviour with ITSM 7.6.04 and IE 6 (we don't 
have this issue with Firefox). When logging in, overview console opens. The 
hello at the top states my name however while the console is loading I can see 
that the login name in the status bar switches to some other recently logged in 
user and the tickets displayed are that other user's tickets. Selecting My 
Selected Groups I can also see the other user's groups.



Looks like a caching issue, right? We cleared local cache, disabled proxy, 
released that other user from the server, restarted IIS and still the other 
user's details are being picked up. BMC is saying IE 6 is not supported on 
7.6.04 anymore (according to the current compatibility matrix it still is!).



We tracked the http packages and can see that the cookie returnd contains the 
incorrect login ID. Can anyone suggest what is happening here? It is 
consistent, happens on all platforms, PCs. The only common nominator seems to 
be IE 6.



Thanks,



Raido



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Re: Performance issue on Menu

[Logan, Kelly]

As Misi noted, a multi-tiered menu could be very helpful here – if you have 
indexes declared, those same datapoints should be useful as groupings as well 
for a multi-tiered menu.  Or they could be separate elements set by the 
customer for the search to narrow the selection and make the query faster.  
These could be tiered elements like Product Categorization uses, in a 
multi-tiered menu or set of menus, or separate elements like Incident Matching 
(customer name, location, priority, etc) on a control panel with a list of 
query results in a table below.



Perhaps some of these datapoints could be set by the system from what is known 
about the user; without knowing the data involved it's hard to guess, but an 
example would be showing by default sites that are in the same state as the 
customer, or issues that are associated with the laptop the customer owns, or 
the top 10, 20, 100 choices made by similar customers.  This could also let you 
present most of the desired customer choices without having to do an 
unqualified query.




Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Friday, June 10, 2011 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance issue on Menu



I want them to choose one of the records instead Typing it in and getting it 
wrong.  It would better to do it another way instead of giving them a selection 
of all the records to choose from for sure!



Lisa





-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky

Sent: Friday, June 10, 2011 9:20 AM

To: arslist@ARSLIST.ORG

Subject: Re: Performance issue on Menu



Hi,



If the data does not need to be 100% up to date, this seems like a good 
candidate for a nightly report?



When it is useful for human to examine 22,000 lines when clicking on a 
char-menu or scrolling a table-field?



If the person needs to find one specific line, it seems likely that you can do 
a multiple-tier selection of some kind?



Best Regards - Misi, RRR AB, http://rrr.se



 That's probably what I'll have to end up doing (limiting the selection).

 I'll think of a different way (there are many ways to skin a cat)

 -where did this saying come from anyway?



 Anyway, just wondering if I was doing something wrong, but if this

 performance is as expected for 22,000+ records, I'll figure out

 another way to gather this data for the customer.  Maybe I'll make

 them type in the first few letters and only bring back those records or 
 something.



 Thanks!!



 Lisa



 -Original Message-

 From: Action Request System discussion list(ARSList)

 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky

 Sent: Friday, June 10, 2011 8:55 AM

 To: arslist@ARSLIST.ORG

 Subject: Re: Performance issue on Menu



 Hi,



 If you want to load 22,000 records into your client, it will always

 take time.



 Would it not be possible to limit the selection?



 If you are loading all records, indexes are not important, as

 everything must be read anyhow.



 Best Regards - Misi, RRR AB, http://www.rrr.se



 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):

 * RRR|License - Not enough Remedy licenses? Save money by optimizing.

 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.

 Find these products, and many free tools and utilities, at http://rrr.se.



 I have a table with about 22,000 records. I have a unique index on 2

 field on this table.



 On another form I have a Character field that connects via a menu to

 these records.  Even though I have an index, it takes a good 40

 seconds for the menu item to show all of the records when activated.



 Is there any way to increase the performance on this?  Looks like it

 works this way on the desktop client and the midtier.



 ARS 7.1 p7

 Windows 2003

 Oracle 10g



 Lisa Kemes

 AR System Developer

 TE Information Systems

 Global Infrastructure and Ops

 +01 717 810 2408 tel

 +01 717 602 9460 mobile

 lisa.ke...@te.commailto:lisa.ke...@te.com

 MS 161-43

 P.O. Box 3608

 Harrisburg, PA 17105-3608



 [cid:image001.gif@01CC2749.FBEC6050]mailto:[cid:image001.gif@01CC2749.FBEC6050]http://www.te.com/

 

Re: New Product Catalog Data Import - Disappointed!

[Logan, Kelly]

Excellent points, Peter.  Given that this data should be pretty standardized, 
maybe we could leverage ARS community power to fix this:  What about publishing 
the Product Catalog on a wiki or similar platform where we could all 
collaborate on it?


Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777 
kelly.lo...@proquest.com
www.proquest.com 

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

Please consider the environment before printing this email. 

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Wednesday, June 08, 2011 7:09 AM
To: arslist@ARSLIST.ORG
Subject: New Product Catalog Data Import - Disappointed!

Hi,

BMC just released new Product Catalog data based on ADDM discovery data.

I was hoping to use this data immediately as we need to reconcile ADDM data 
with other data sources (HP uCMDB, CiscoWorks and manual audit data).

I loaded the data only to find that it looks amateurish.

Specifically:
Data has the first character as upper case and the rest as lower. This means 
that we see companies like Bmc, Ibm, Hp, etc. The product name data is also the 
same. For reports this won't look good.

Then there are exceptions and possible duplicates such as the inclusion of both 
'Network associates' and 'Networks Associates' (note the capital 'A').

Although open to debate the customer here thinks the normalisation aliases are 
the wrong way around for companies like BMC (BMC Software converts to BMC), HP 
(Hewlett-Packard converts to Hp), etc.

The Tier 1-3 values are all the same. A suggestion of possible values would 
have been good.

The data only includes Product class data. The opportunity to include other 
classes has been missed (but I hope will come later).


The customer here has decided to analyse ADDM data themselves and create 
Product Catalog, Manufacturers and NE aliases.

The BMC data as it stands is as much help as the old DSL data was (did anyone 
really use this?). Maybe I was expecting too much!

Anyone else looked at this?

Cheers

Peter

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Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.

[Logan, Kelly]

I agree that group translation is useful and I can even see where it could be 
useful to have a contact record that would have a group ID instead of an email 
address, but the price of making a mistake is disturbingly high.

I think it wouldn't hurt to have the option to prevent emails to Public (and 
perhaps some of the other common groups like General Access), in the same way 
that you can configure ARS to disallow unqualified searches.  It's an option 
that almost everyone would want to have active while still allowing a unique 
customer to turn it off.  I'm guessing that, as usual, we'll have to do it 
first so Remedy can use it in the next patch. . . ;^)

So does anyone know where the translation taking place off-hand?  Is it a 
central location or a common action in several modules?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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you have received this email in error please notify the sender, and delete the 
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Wednesday, June 08, 2011 5:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet 
email field for person is not good.

**
Well, you specifically told the email system to notify the group Public 
(group ID = 0) -and- there are sound reasons and a reasonable need for the 
ability to notify by group ID. Unfortunately, you found out the hard way what 
0 resolves to...

You aren't alone as this is not the first time this has happened and likely 
won't be the last. I'll presume you've already got a filter in place to error 
if email address = 0.

Don't feel too bad. It's not like you ran rm -r * without realizing you were 
from root while logged in as root on a unix box or something. (There's a story 
somewhere in there...)

I don't mean to make light of your episode, but hopefully, you will look back 
on this and get a chuckle. So, keep your chin up. You have a nice bragging scar 
from this lesson.

JDHood

On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall 
ago...@jcpenney.commailto:ago...@jcpenney.com wrote:
**
All,

FYI - for ITSM users

We had an issue last week in which a service desk associate created a proposed 
people record for a vendor and entered a zero as the persons email address.
Upon creating the incident with the new person as the customer the BMC workflow 
treated zero in the email field as meaning I need to email EVERYBODY that has 
a people record For use that is over 300,000 records!

Needless to say our executives were not very happy about this, we had opened a 
CRITCAL issue with BMC on this because it was not as simple as deleting all the 
relevant records from AR System Email Messages form since the NTE 
functionality was shipping 100 records or so every few minutes to be processed 
by the email engine in AR System Email Messages.

We needed to STOP the messages from getting processed by NTE, but BMC support 
did not have a remedy (HA - pardon the pun), they said we just had to let them 
process - RIDICULUOUS! Furthermore we found out through this issue that this is 
an AS DESIGNED feature - RIDICULULOUS!

So be warned if you don't want your service desk to accidently email everyone 
in the company add an active link to validate the value in the email field when 
creating a people record.

It is breath taking to me why BMC would think this is a good AS DESIGNED 
feature. I can understand needing that capability for use in workflow - but for 
goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT 
a forward facing field editable by users.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/


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