Upgrade to 7.6.4 keeps crashing in Atrium upgrade section.
We are currently on ARS 7.1 patch 3 Atrium CMDB 2.1 patch 2 ITSM 7.0.3 patch 9 Windows/SQL Server We are trying to upgrade to 7.6.4 of ITSM and ARSystems. We completed the upgrade in our test lab 6 months ago. Now the process Crashes with the Atrium 7.6.4 upgrade about 65% complete. We are now trying to upgrade to 7.5 and then to 7.6.4 but we didn't have to do this 6 months ago. BMC Support has suggested a couple of things that didn't work. Each effort results in 18 hours of start over and reinstall. Each Crashes at the same place. My SQL engineer needs a solution. Does anyone know how to get a plan that will work? Does anyone have a proven upgrade path that worked? Thanks * Lee Marsh, PSM Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Email: lee.ma...@usdoj.gov * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Age old debate - categorizations
We generally use a template in remedy’s incident management for password unlocks and resets. The Incident type is set to User Service Request. An incident is indicated by a service restoration either at the user or infrastructure level. Under ITIL and incident is characterized by a service disruption. With passwords maintenance the security service is not disrupted it is working properly. However, this is a highly urgent service request because a user cannot work until the service request is complete. Another service request that generates confusion is replacing toner cartridges although in today’s printers service may be down, generally nothing is broke. We have a template for this in incident management that specifies this as an infrastructure service request which and an operation categorization of “Resupply consumable”. Our rule of thumb for Change is that if it requires an active approval it needs to go through change management. Also we open security alerts as Problem Investigations because we are looking for root cause or to verify the existence of a reported “Known-error”. This root cause may spawn a change such as a new patch release or other corrective action. An incident is only opened if an actual service disruption has occurred. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-203-0036 Email: lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Gard, Richard J Sent: Friday, September 23, 2011 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Age old debate - categorizations ** IMHO - it is neither Incident nor Change but a Service Request. The password function is not broken; it is doing what it is supposed to do by keeping you out when the password expires or is compromised. As Rick said, you are not managing passwords as CIs. Service Requests offer users a means to have someone doing something for you and provides the ability to define a workflow where approvals and service fulfillment tasks need to be performed separately (separation of duties is required in our banking environment). For CTIs, I believe with 7.6.04 you can restrict/reduce CTIs presented to user based on the role of user. For example, since I do not manage mutual funds, I should not have to wade through mutual fund CTIs. However, with a properly organized Knowledge Base, I should be able to search for what I am looking to do, and have the KM system provide the proper URL to launch the correct form with the correct CTI set. This is the direction we are taking and it seems to be a big improvement over having the user know exactly how to code the CTI to get we he(she) needs to go. Regards, Rich Service Technology Development Manager State Street Bank From: Rick Cook [mailto:remedyr...@gmail.com] Sent: Friday, September 23, 2011 10:31 AM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Re: Age old debate - categorizations ** I am not an ITIL expert, but it would seem that the dividing line between an Incident request and a Change request would be whether a change to a CI was required. For a password reset, I think Incident. Remember that Change Management is really Configuration Management - Management of the Configuration Items, which user accounts are not. Rick On Sep 23, 2011 10:12 AM, Brian Pancia panc...@finityit.com wrote: Rick - very interesting. I have a situation right now where there is huge debate on what to track in each of the apps. Do requests belong in Incident Management? The debate in this situation is around password resets. This organization looks at them as requests and currently put them in the Change Management application. I personally would put them in the Incident Management application. The question would be are there requests that belong in the Incident Management app versus the Change Management app versus Work Orders? What about Event Management? High CPU or memory utilization probably does not cause service disruption and may or may not be a Problem if it is only 1 occurrence that was caused by something like a large import of data into a database. What about Security Incident Handling? Security events typically start of as a request to investigate some type of suspicious activity. Once the investigation is complete it is then determined whether it is an Incident or not. Which app would this start off in? So this brings up a bit of a dilemma when defining op cats. If we look at just the Incident Management application what do we track in there? If we just track incidents then why under Incident Type is there User Service Request? These are some of the questions I have faced from customers when defining op cats. From: Action Request
Re: Best Practice for Customer Resolution Notifications?
In addition to Dean's items we also include a link to a follow-up quality control survey. We get about a 5-10 percent response for the survey. Lee. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-203-0036 Email: lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Friday, December 03, 2010 8:31 AM To: arslist@ARSLIST.ORG Subject: Re: Best Practice for Customer Resolution Notifications? ** Dean, Many organizations include the Ticket Number and Summary in the Subject of the notification. In the body, you may want to include the Ticket Number, Resolution, and contact information should the customer have questions. Another great practice is to ensure that your support personnel actually talk to the customer prior to resolving the ticket. This allows the customer to voice any concerns they may have and sign off on the resolution before the ticket is resolved. 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 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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Dean Deonier Sent: Thursday, December 02, 2010 12:55 PM To: arslist@ARSLIST.ORG Subject: Best Practice for Customer Resolution Notifications? ** ARSList guys: What fields do you include in your email notifications to clients when a ticket is resolved? Summary field only or both the Summary field and the Problem_Question field? Or, do you have some other take? If you include the Problem_Question field is it too much information for the customer. I would appreciate your viewpoint. Thanks, Dean Deonier Global Service Desk NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How to go about Implementing the ITIL Processes when there is not process in Place?
Matt, BMC has a pamphlet: The Goals of ITIL: Exploring the Goals of Service Management by Malcolm Fry. It is only 36 pages and is a good start. I requested and received a half dozen copies which I have circulated to help folks start to grasp ITIL concepts and processes. It was developed for ITIL v 2 but covers the basic ITIL process on which Remedy was developed. Lee Marsh. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-203-0036 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Friday, October 15, 2010 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: How to go about Implementing the ITIL Processes when ther is not process in Place? You're question is way to broad to be answered in an internet forum. There are entire books that have been written on ITIL implementations. My advise is to get your client's employees ITIL v3 foundation training. You should be able to get significant discounts from all the training organizations out there. If you don't know any training organization that does ITIL v3 training, get Pink Elephant or HP, both of them provide that training. If your client does not want to pay for training, then train them yourself. If that is not an option either, there is a good chance of you are going into a death march project Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Matt Clarke [alchemistcas...@gmail.com] Sent: Friday, October 15, 2010 1:21 AM To: arslist@ARSLIST.ORG Subject: How to go about Implementing the ITIL Processes when ther is not process in Place? Hello Fellow Arlisters!!! I have a Unique Challenge in Implementing and Configuring the Remedy ITSM product for our client. As of now, there is no Formal Process in place, for managing service desk, change management(they are using a Word template which goes across different groups for releasing a Change request). If anyone had the responsibility to Implement the ITIL Incident Management and Change Management processes how did you guys go about educating the users and Implementing it? Your response would be greatly appreciated!!! Matt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: AR System Email server
If you are using a real mailbox as your outgoing mailbox, you should check that too. We get undeliverable messages in the outgoing mailbox, when the message is sent to a misspelled e-mail address. The e-mail engine successfully sent the e-mail so no error in ARS. It came back to the mail box as undeliverable because the address was not found. Lee. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-203-0036 Email: lee.ma...@usdoj.gov mailto:lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Siddiqi, Wirasat (Contractor) Sent: Tuesday, September 14, 2010 1:00 PM To: arslist@ARSLIST.ORG Subject: Re: AR System Email server ** You may want to check stderr.log file under AREmail/logs directory as well. Wirasat From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, September 14, 2010 12:37 PM To: arslist@ARSLIST.ORG Subject: AR System Email server ** Hi, If an email shows as SENT in the AR System Email Messages, and I do not see an error in the Email error forms, is it safe to assume the email was sent? I have a user stating they did not receive an email from Remedy. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Benefit of Prefetch Remedy midtier 7.1
For us the most significant part of the pre-fetch is that the form is translated. It is translated to Java code and cached. This cache of Java code is available for any request for the form. We found that the translation takes significant server processing resources that impacts the performance of requests. Pre-fetching reduces these impacts for most of the dominant forms. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Wednesday, April 14, 2010 10:04 AM To: arslist@ARSLIST.ORG Subject: Re: Benefit of Prefetch Remedy midtier 7.1 ** If the 7.1 prefetch pushes files to the client, I, too, would be surprised. What I understand is similar to what you do - it pre-caches the file definitions to the Mid-Tier server, so that if the client has to re-cache, it doesn't have to wait for that first step of caching from the AR server to the Mid-Tier servert to happen. You can configure how often it checks for that, and force a re-cache on demand if you wish, but you can also leave the client files alone if you wish, which would give the appearance that the re-cache also improved performance down to the client level, even if technically all it did was remove the requirement of a client re-cache with a MT configuration setting that I think has been there since v6. The pre-cache in v7 simply gave more power to that option by precaching to the MT server as well. Perhaps that is what the sales people are saying. So, pre-7.1, the Client (Browser) opens a Remedy form. Browser checks MT server to see if the hash on the client's cached copy of that form is equal to that which is on the MT server. Under the pre 7.1 MT config, the MT server may or may not have a locally cached copy of that form, only getting that copy on demand (i.e. the first person to request it forces the re-cache). So the MT server has to wait for the AR Server to at least check, and possibly re-cache the form, and the client has to wait for the MT server to do that so that it can go through the same process. In 7.1, if the form is pre-cached to the MT server, the MT -- AR Server wait time is removed (unless the form has been changed since the last pre-cache). The only check that has to be made is from the client to the MT server. If the client's cached copy is identical to that of the MT server, no re-cache is necessary. Rick On Wed, Apr 14, 2010 at 6:44 AM, remedy lee haeyoon@gmail.com wrote: Hi, I'm confused on this prefetch 'feature' in midtier. The way I read it is that only when a server is restarted will the forms (on the web server) reload in order to save time when the first user logs in. So instead of loading HPD:Help Desk when a user first hits it, it will load by itself when restarted. Benefit is that the first user logging in won't get that 1-2 mins loading wait. Now sales people and certain consultants say that prefetch does more than that. It actually loads the forms into the clients computer and therefore speeds up the whole midtier itself. So they say that prefetch helps overall everyday midtier use such as the 50th person using HPD:Help Desk will notice better speeds with prefetch than without. They say it loads the forms to the clients computers preemptively and therefore improves performance. To me that doesn't make sense, how can the server know where to load the files. Does it work by loading all the web forms when the person logs in? I really see no benefit to using prefetch if our server hardly restarts ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ attend wwrug10 www.wwrug.com http://www.wwrug.com/ ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Report Question
If your button calls a Crystal Reports formatted report, Crystal supports Parameter fields which prompt the operator at launch time. I use it for date ranges and other parameters with the reports I put on the report console. Parameter field definition is fairly including pull down selections from available table field values. Is this what you were thinking of? Lee * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L. Sent: Thursday, April 01, 2010 12:02 PM To: arslist@ARSLIST.ORG Subject: Report Question Isn't there a way to have remedy prompt users for certain field values when creating an automated report? I could swear that I've seen that before, but I've been looking for it all morning and have been unable to find it. I want to have a report run on a button push and have it prompt the user for certain field values. Andy L. Mayfield Sr. Protection Control Technician Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Reporting on more than one form
You could use Crystal and run the archive search and report as a subreport. Hope this helps. Lee Marsh. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jackie Morris Sent: Friday, March 26, 2010 10:48 AM To: arslist@ARSLIST.ORG Subject: Reporting on more than one form ** Good morning list! I have a manager who is requesting the ability to be able to run a report on (for example) a particular Customer, whose data is in both the Trouble Ticket form (call it Form A) and in the Trouble Ticket Archive form (Form B). Both forms are identical as far as the fields, but there is no workflow other than On Display Form B is Read-only. She feels that she will have to report on a customer's issues going back years. I don't think this is a join as there is no common field and I'm not looking to grab data from both on a particular ticket, it is simply searching Form A, then Form B where Company Name=whatever. I think I will be able to do a direct SQL using UNION but I am stuck on how to get the data displayed. Can I use DDE to send it to Excel?? I built a quick Report form that has an active link that will do the query. Is this the right path to go down? Thanks in advance. Windows 2003 server MS SQL 2005 db ARS Version 7.1 for all Jackie Morris Easylink Services International Corporation 732-652-3611 (office) 732-352-7656 (fax) _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: User is able to login after making status to OFFLINE
When a user (IT support staff) leaves we: Transfer any records (INC, PBI, AM, etc) assigned to user. Remove user from all of the support groups and roles. Remove user's permissions. Change the user's password. Set users people record to off-line. This should resolve any access issues you have. Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, March 26, 2010 11:29 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE If you are really so worried about deleting the User record how about starting with just changing the password. If no one knows the password then no one can login with that account. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, March 26, 2010 6:47 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE The Incident records are tied to the CTM:People not the User. The User is how a login is validated not the CTM:People. If you delete the People record it will still not affect any Incidents. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ravi Chandra To: arslist@ARSLIST.ORG Sent: Fri, Mar 26, 2010 1:42 pm Subject: Re: User is able to login after making status to OFFLINE Hi Roger, Thanks alot for the immediate response. It's not the AD account. We have not intergrated remedy with AD. If we delete the user account in Remedy, will the incidents related to user will delete? Please guide me with the right steps, how to take the user to offline or disable stauts in Remedy account. Thanks Regards, Ravi Chandra -Original Message- Hi All, I need help in resolving this issue. One of my team member left the company, so i made his status as OFFLINE in PEOPLE form and in USER form DISABLE.When i tried to login he is ble to login and still able to create and modify the incident. Please help me in this, how to take a user to offline or let me know in which status should i have to change. Thanks Regards, Ravi Chandra.R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: User is able to login after making status to OFFLINE
The administrator should be able to login with the changed password, no one else should know this password. Depending on your settings, the user may also be able to login as a requester or guest. As a requester, you have limited read/write access to the calls you create but you cannot change any other calls. This is what you would want if an IT support staff member left the group to work with another department (non-IT). For our environment, it is important that we maintain the historical record within ITSM. If the password has been reset and people can get in without a password or with an old password you have a different problem. Lee * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ram Rudra Sent: Monday, March 29, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE Thanks Lee Marsh, We followed your instructions too. But still we are able to login. Any help? Thanks Regards, Rambabu Rudra System Administrator -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee Sent: Monday, March 29, 2010 7:27 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE When a user (IT support staff) leaves we: Transfer any records (INC, PBI, AM, etc) assigned to user. Remove user from all of the support groups and roles. Remove user's permissions. Change the user's password. Set users people record to off-line. This should resolve any access issues you have. Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, March 26, 2010 11:29 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE If you are really so worried about deleting the User record how about starting with just changing the password. If no one knows the password then no one can login with that account. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, March 26, 2010 6:47 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE The Incident records are tied to the CTM:People not the User. The User is how a login is validated not the CTM:People. If you delete the People record it will still not affect any Incidents. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ravi Chandra To: arslist@ARSLIST.ORG Sent: Fri, Mar 26, 2010 1:42 pm Subject: Re: User is able to login after making status to OFFLINE Hi Roger, Thanks alot for the immediate response. It's not the AD account. We have not intergrated remedy with AD. If we delete the user account in Remedy, will the incidents related to user will delete? Please guide me with the right steps, how to take the user to offline or disable stauts in Remedy account. Thanks Regards, Ravi Chandra -Original Message- Hi All, I need help in resolving this issue. One of my team member left the company, so i made his status as OFFLINE in PEOPLE form and in USER form DISABLE.When i tried to login he is ble to login and still able to create and modify the incident. Please help me in this, how to take a user to offline or let me know in which status should i have to change. Thanks Regards, Ravi Chandra.R ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Manager - Change Implementer
Can't you still separate roles using Remedy change configuration rules, approval mappings, and AP-administration? The software is not the process nor does it control the process. The organization still has its own processes and rules. ITSM is a way to capture the data for service management purposes.For example, you can implement an organizational policy that says financial changes have to have a particular approval from a particular non-IT, accounting staff member. His signed authorization is a required approval for anyone in IT implementing that change. I don't see where Remedy ITSM is not SARBOX compliant. It supports SARBOX policies and processes which is what you want for an IT Service Management package. You want to have historical record of the changes to all the systems and how they were implemented. The degree and complexity of SOD is up to the organization, its structure, and its business needs. ITSM just records and helps automate the capture and processing of the service and process related data. For example, if your accounting application development team propose a change, Remedy CM is there to record the reviews and approvals by the parties. I would assume it would include your IT technical staff but would also include your accounting staff. The accounting staff may also want an outside auditor to review and approve the change. ITSM CM would capture the process related data. It can organize the related communications in the work information records and capture the dates and times the approvals are processed. A change review board can pull up copies of all the various ITSM CM records related to the change process, review them for approval and risk management. SarbOx is not my area of expertise so maybe I'm missing something. Lee Marsh. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Monday, March 29, 2010 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Now, the ironic thing, is that for organizations to be SARBOX compliant, they need to implement a change mgmt process (and tool therefore), which would be ITIL compliant. but OOTB, the ITIL tool is not SARBOX complaint!! so we're coming full circle. Ironic isn't it? _ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Guillaume Rheault [guilla...@dcshq.com] Sent: Monday, March 29, 2010 10:41 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Financial applications are defined in our environment as Application CIs. These applications run on databases and servers which are also in the CMDB. So here is a very simple scenario: If you follow Sarbanes Oxley rules, you cannot approve and implement changes for financial applications: these two duties (or roles) need to be segregated If you make a change against a database that stores the data for financial applications, same thing. If you make a change for a server that runs financial applications, same thing So issue is not ITIL proper, it is the regulations that need to be adhered to such as Sarbanes Oxley. Guillaume _ From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of strauss [stra...@unt.edu] Sent: Monday, March 29, 2010 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Where do SOD (segregation of duties??) rules come from?? It looks like it is from the financial world, not ITIL, since there is no mention of them whatsoever in the book I am reading on Implementing ITIL Change and Release Management by Larry Klosterboer. ITIL does not appear to prohibit people from having multiple roles, so it is not surprising that an ITIL-compliant app like ITSM would not prohibit them either. If you are trying to get ITSM to enforce rules that are beyond the scope of ITIL, then I would expect that you would have to customize the application. Maybe BMC could add it as a configuration item - locking roles in some manner, but most IT organizations would have to be able to keep them unlocked since our staff members typically function in many different roles. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Monday, March 29, 2010 8:45 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Actually, the same person can be the change requester, change manager, change assignee
Re: User is able to login after making status to OFFLINE
I don't know, I have never encountered this problem. Sorry I couldn't help further. Lee. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ram Rudra Sent: Monday, March 29, 2010 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE As you mentioned below, First point - yes, you are right like only admin will able to login with the changed password, because he only do changes the password. Second - we have disabled guest. For sometime, if we forget about the support staff, even a ordinary user can able to login. Third - We are also maintaining historical data related to ITSM and CMDB. And final - even we are not having any LDAP integration or other integration as well with remedy. Could you please tell me how to flush the user cache memory. Thanks Regards, Rambabu Rudra System Administrator -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee Sent: Monday, March 29, 2010 8:17 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE The administrator should be able to login with the changed password, no one else should know this password. Depending on your settings, the user may also be able to login as a requester or guest. As a requester, you have limited read/write access to the calls you create but you cannot change any other calls. This is what you would want if an IT support staff member left the group to work with another department (non-IT). For our environment, it is important that we maintain the historical record within ITSM. If the password has been reset and people can get in without a password or with an old password you have a different problem. Lee * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ram Rudra Sent: Monday, March 29, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE Thanks Lee Marsh, We followed your instructions too. But still we are able to login. Any help? Thanks Regards, Rambabu Rudra System Administrator -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee Sent: Monday, March 29, 2010 7:27 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE When a user (IT support staff) leaves we: Transfer any records (INC, PBI, AM, etc) assigned to user. Remove user from all of the support groups and roles. Remove user's permissions. Change the user's password. Set users people record to off-line. This should resolve any access issues you have. Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Friday, March 26, 2010 11:29 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE If you are really so worried about deleting the User record how about starting with just changing the password. If no one knows the password then no one can login with that account. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, March 26, 2010 6:47 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE The Incident records are tied to the CTM:People not the User. The User is how a login is validated not the CTM:People. If you delete the People record it will still not affect any Incidents. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ravi Chandra To: arslist@ARSLIST.ORG Sent: Fri, Mar 26, 2010 1:42 pm Subject: Re: User is able to login after making status to OFFLINE Hi Roger, Thanks alot for the immediate response. It's not the AD account. We have not intergrated remedy with AD. If we delete the user account in Remedy
Re: CI Name - Computer Systems
We adopted the following naming conventions for CI's: Introduction BMC Remedy ITSM / Atrium CMDB systems have a need for unique names to use in identifying each instance of a configuration item. The convention needed to be separate from the network name so as to include configuration item that were not network addressable. It also needed to cover soft assets such as software licenses, process documents, and services. General Format: The general format for the Item name is CCC-A. The CCC represents a 2-3 character functional group code identify general type of configuration item. The A9 is the format of the asset tag including a single alpha-character followed by a 5 digit number. If the item does not have or warrant an asset tag the alpha-character of X will be used with a 5 digit sequentially generated number. The X9 generated number need only be unique for the CCC class of the object. Generally each instance will also have another unique identifier to associate with the item name such as serial number or license number. Also each addressable device will have attributes that capture the network device name and/or address (IP). The attributes and associated date values collected will be dependent upon the Configuration Item Class as defined in the BMC Atrium CMDB Common Data Model This is different than the functional group that is part of the name but related in that several classes may belong to a functional group. Initial Functional Group Codes: The following functional group codes will be used. CS = Computer System MON = Monitor (monitor, projector) PRT = Printer PHD = Peripheral Device or System Component (drive, scanner, digitizer, etc) DSL = Definitive SW (license) SRV = Service DOC = Document PRC = Process (document) EQP = Equipment (other office equipment, copies, bindery) BINV = Bulk (Consumables and Supplies) INV-BLD = Inventory Locations (where BLD is the Site Code) This has served us well so far in allowing us to track configuration items, primarily through asset management. If you need more details or discussion regarding some of the considerations that went into building this naming convention, please let me know. Hope this helps, Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Greg Donalson Sent: Wednesday, March 24, 2010 2:58 PM To: arslist@ARSLIST.ORG Subject: CI Name - Computer Systems Hi everyone, We currently have the CMDB installed, but are not using it to its greatest potential. We are only manually imported and updating the CI's as people see fit. The initial owner of this process had the Tag Number and the CI Name as the same thing - the tag number of the CI. Nice to have duplicate data! They now would like to change the CI Name to be something more meaningful: 1. As we are on 7.0 and it shows the CI Name in the CI Viewer 2. Because virtual machines do not have tag numbers What is everyone else using as the CI Name in the Computer Systems form? Thanks! Greg ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Naming Standards
We always started the name with a 3 letter organization code and a dash for all
additional or customized forms, filters, and active links. This let us easily
identify all custom programming for upgrade purposes in the future. It all
grouped all our changes together. It's not 100 percent but it significantly
helped
Lee
*
Lee Marsh
Remedy Administrator
BAE Systems Office Automation Systems Team
Antitrust Division, U.S. Department of Justice
Phone: 202-305-9725
Cell: 202-528-1749
Email: lee.ma...@usdoj.gov
*
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]
Sent: Tuesday, November 24, 2009 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Naming Standards
**
Hi All,
I was wondering if there are any good standards for naming filters and active
links. On my server there is an amazing mix that appears to be dependant on
what worked for the previous Admins. Also is there any need/value to having the
name all one word like the last two examples. Really makes it hard to
read/find. Here are some examples of what I have.
CR-950-Notify Deinstall Closed-Cancelled
CR-UpdateAuditLogforAttachmentAdd
CR:SM-Company-ChkDefaultEmail-600 (SM=Submit/Modify)
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
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(315) 317.2897 (Cell)
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Re: Profile question....
Richard In Remedy 7.0.3, When a call is assigned, I can think of 2 things occur that are checked in the profile. First the assignment Information data is updated in the General tab of the profile. Second the notification specifications are checked to see if the e-mail engine or alerts needs to generate a notice. These are the interactions between profile and incident the come to mind first when an assignment is being made. Lee * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Sent: Thursday, October 22, 2009 4:38 PM To: arslist@ARSLIST.ORG Subject: Profile question ** It looks like when the service desk creates an incident report and assigns it to a person that the persons profile to which the assignment is made is updated. Is this what actually happens/should happen? What gets updated in the persons profile. We checked it out and it does happen...but sure appears to be unusual behavior Can anyone enlighten me as to what's happening? Thanks.. 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remedy Email Engine Configuration.
Did you check to make sure you have the correct Application Service Password in the e-mail engine as in the ARSystems Server Information Connection Settings? (See page 42 of Administering BMC Remedy Email Engine manual). I made a typographical error in mine and generated similar errors. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Sent: Thursday, August 20, 2009 11:03 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Email Engine Configuration. ** com.bmc.arsys.emaildaemon.servers=server_name server name is the email engine server name or arsystem server name ? On Wed, Aug 19, 2009 at 6:10 PM, Lyle Taylor tayl...@ldschurch.org wrote: It sounds like your email engine service may not know what server and/or port to connect to. Take a look at the EmailDaemon.properties file under your e-mail engine's installation directory and validate the value of the following line: com.bmc.arsys.emaildaemon.servers=server_name com.bmc.arsys.emaildaemon.chqpvuw2203.TCP=server_port If you configured your server to use the port mapper, you may be able to not include the second line, or set it to 0 (zero). Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Raj Sent: Wednesday, August 19, 2009 5:57 PM To: arslist@ARSLIST.ORG Subject: Remedy Email Engine Configuration. Hello all, After following the documents to configure remedy email outbox, and testing it , I got the following error in the email error log. -- ERROR (90): Cannot establish a network connection to the AR System server; ONC/RPC program not registered DORRMKI0.dor.revenue.colorado.gov http://dorrmki0.dor.revenue.colorado.gov/ at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source) at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source) at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser (EmailUtil.java:475) at com.bmc.arsys.emaildaemon.LoggingModule.setUserInfo (LoggingModule.java:753) at com.bmc.arsys.emaildaemon.EmailDaemon.startLoggingModule (EmailDaemon.java:122) at com.bmc.arsys.emaildaemon.EmailDaemon.init(EmailDaemon.java:93) at com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java: 158) at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor (EmailDaemon.java:877) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine (EmailDaemon.java:595) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316) ERROR (90): Cannot establish a network connection to the AR System server; ONC/RPC program not registered DORRMKI0.dor.revenue.colorado.gov http://dorrmki0.dor.revenue.colorado.gov/ at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source) at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source) at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source) at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source) at com.bmc.arsys.api.DefaultProxyManager.getProxy(Unknown Source) at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source) at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser (EmailUtil.java:475) at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java: 922) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine (EmailDaemon.java:606) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:316) Exception in thread Email Daemon java.lang.NullPointerException at com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java: 98) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:293) at java.lang.Thread.run(Unknown Source) -- Could anybody tell, what is the cause of this problem ? Please note: I have only configured Remedy Outbox and we are using SMTP for that. I followed the documents accurately but don't know where I am doing wrong ? Please advise. Thanks, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/
Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation?
Server Name AND IP address. Just as a precaution, I'd suggest that when you look for server references that you include searches for IP addresses. We moved a 5.x server from one segment to another. We kept the server name the same but the IP address changed. We found hundreds of IP references imbedded in the code that prevented the server from coming up. There is a knowledge base instruction on a fix this in MSSQL DB's. BMC Support folks sent us the instructions. I don't know if the same is true for other systems since our 7.0 install was a clean install with limited data migration and no custom code. Folks probably know to equate the server name and IP address, but it caught us a little off guard at the time. Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov mailto:lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslist.org] Sent: Monday, June 29, 2009 6:10 PM To: arslist@ARSLIST.ORG Subject: Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation? I would like to verify if I do or don't. In looking at diffs between our environments in Migrator, I've seen system-maintained code that _appeared_ to have specific server references in it, if you can trust Migrator here. They were usually in the Approval module, I think, but there may have been others. We also have a fair amount of custom code that has been maintained by various people over time, and I would like to make sure that we don't have things that need to be fixed there (I have found a few cases as I've worked on parts of the system, and I'd like to find out if there are more). We've got half of the ITSM suite, so I'm not too keen on trying to export it all - I know we've tried in the past (albeit with the rest of the suite installed) and never succeeded. Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, June 29, 2009 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation? Not sure what you have but exporting all our workflow for custom helpdesk, surveys, contract maintenance, bug tracking, modeling service requests, Telecommunication billing, etc takes only a few minutes. Maybe we need to step back. Do you know you have workflow that has the server name embedded in it? Or are you just concerned that you have? Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Mon Jun 29 16:41:00 2009 Subject: Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation? Exporting all the workflow would be way too time consuming. I'm thinking (hoping) there must be an easier way to find out. Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, June 29, 2009 2:35 PM To: arslist@ARSLIST.ORG Subject: Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation? Lyle, Export all the workflow. Make sure when you export, the checkbox for export as server independent is checked. This should remove workflow that is linked to the server. It's not guaranteed as there could be some custom workflow that may some how reference the server. As Raj noted you can open the def file with notepad, wordpad, notepad++, etc and search for instances of the server name. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Mon Jun 29 16:24:18 2009 Subject: Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation? What's an easy way to locate workflow that has specific server references in it? Thanks, Lyle -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arsl...@arslist.org] On Behalf Of Ken Pritchard Sent: Saturday, June 27, 2009 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation? I just did something similar with HP-UX (Remedy V6.3). In my case, I hooked a new server into a servergroup (db was the same). Needed to change two items in the ar.conf file (IP addr
Re: Dealing with stolen Assets
We created 2 standard locations/sites called LOST and STOLEN. We start with moving the assets to one of those sites once the asset is reported. We then process the item through the security protocol which varies with the class of the device. General the LOST/STOLEN process are document in Work Info records: Evidence of a theft is documented in the work info record for the asset including a police report number. Details of the how the device was lost is also processed (Fell over board on vacation) in the work info records. If IM, CM, or Task Management record are generated in the process they are related to the CI. For example the remote wipe and delete service task complete by operations for a lost Black Berry. This works for us; however, our financials are not integrated at this time with Remedy. Hope this helps, Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Sent: Wednesday, June 10, 2009 11:50 AM To: arslist@ARSLIST.ORG Subject: Dealing with stolen Assets ** Good morning, I was wondering what you all view as the best practice for dealing with assets that have been stolen, in as much as tracking that in Asset Management. How do your companies deal with this? Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
