Re: ARS 7.6.4 - Active Link Qualification

[Martinez, Marcelo A]

also.. not sure what form you are trying to do this is on, but in ITSM:INC you 
have 'Prod Name' and 'Resolution Prod Name'.In ITSM:CHG you have 
'z1D_Status' as well as 'Status'
my Dev Studio keeps crashing so I can check the exact names..

Lastly, is it not ideal to do this with a filter instead?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Marc Burick
Sent: Thursday, March 03, 2016 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 - Active Link Qualification

** Claire.
Is the error message firing on an Else Action? If so, then only one of the 
qualifications needs to be false for the message to appear.

Marc



From:"Sanford, Claire" 
>
To:arslist@ARSLIST.ORG,
Date:03/03/2016 12:57 PM
Subject:ARS 7.6.4 - Active Link Qualification
Sent by:"Action Request System discussion list(ARSList)" 
>




Stupid Rookie Question Time.

I have an active link that fires on Modify.

The qualification is:

('Product Name' = $NULL$) AND ('Status' = "Completed")

Or

('Status' = "Completed") AND ('Product Name' = $NULL$)

Send an error message so that the product name will get filled in.

The error comes up even after the product name has been filled in.  It did not 
matter which way I set my qualification.  I have done this kind of AL many 
times and never had this kind of problem...

Any suggestions?



ITSM 7.6.04 SP3
ARS 7.6.04 SP5
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org

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Re: Simple PD process

[Martinez, Marcelo A]

Hi Raj,
ARS/ITSM/PD 9.0

I tried to submit various screenshots through here but was unable to. I'll 
describe the process since it is simple.

I have an SRD that requires manager approval. After approved, and email should 
go out to a static email address with just the requester's userID.  Then, the 
SR should close (we don't need a fulfillment request such as WO or INC).
That's it..

Thanks,
Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Sunday, November 08, 2015 8:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Simple PD process

**
I can help you with this, can you please state AR, ITSM, SRM and PD versions?

If the process is short, perhaphs, if you can draw the digram in outlook and 
convey?

-Raj

From: Martinez, Marcelo A [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Saturday, November 07, 2015 00:47
To: Hiremath, Raj
Subject: Re: Simple PD process

**
I tied sending over my screenshots.. but aren't coming through. I also tried to 
PDF my email and send it as an attachment but failed.  Not sure if the ARSList 
is working.



From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]] On Behalf Of Martinez, 
Marcelo A
Sent: Friday, November 06, 2015 10:08 AM
To: [hidden email]
Subject: Simple PD process

**
Hello List,
I have a simple PD issue.  I'll preface my email with "this is the first 
process I've created with PD"

What I'm trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has "Set field" 
actions.
The next task as 2 actions: one for send email and one for "update request".
(the request gets approved by the requester's manager - per the SRD - which has 
an 'Approval Type" = "Manager"

This works great, except that the request isn't closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn't happen).



The second process I tried was:

1.  Initiation task (captures data)
2.  Task #2 gets supervisors name based on data captured
3.  Decision task (supervisor approval)
4.  Rejected action
5.  Approved: send email
6.  Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I've also tried using 3 tasks but the request hangs at "send email" task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo


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Simple PD process

[Martinez, Marcelo A]

Hello List,
I have a simple PD issue.  I'll preface my email with "this is the first 
process I've created with PD"

What I'm trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has "Set field" 
actions.
The next task as 2 actions: one for send email and one for "update request".
(the request gets approved by the requester's manager - per the SRD - which has 
an 'Approval Type" = "Manager"

This works great, except that the request isn't closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn't happen).



The second process I tried was:

1.  Initiation task (captures data)
2.  Task #2 gets supervisors name based on data captured
3.  Decision task (supervisor approval)
4.  Rejected action
5.  Approved: send email
6.  Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I've also tried using 3 tasks but the request hangs at "send email" task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo



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Re: Simple PD process

[Martinez, Marcelo A]

I tied sending over my screenshots.. but aren't coming through. I also tried to 
PDF my email and send it as an attachment but failed.  Not sure if the ARSList 
is working.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Friday, November 06, 2015 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Simple PD process

**
Hello List,
I have a simple PD issue.  I'll preface my email with "this is the first 
process I've created with PD"

What I'm trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has "Set field" 
actions.
The next task as 2 actions: one for send email and one for "update request".
(the request gets approved by the requester's manager - per the SRD - which has 
an 'Approval Type" = "Manager"

This works great, except that the request isn't closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn't happen).



The second process I tried was:

1.   Initiation task (captures data)
2.   Task #2 gets supervisors name based on data captured
3.   Decision task (supervisor approval)
4.   Rejected action
5.   Approved: send email
6.   Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I've also tried using 3 tasks but the request hangs at "send email" task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo


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SRDs to map to printers

[Martinez, Marcelo A]

Hello Iron Developers,
Has anyone created SRDs to map to printers?

For example, a new employee comes onboard and needs to map to a couple printers 
on his/her floor. The SRD would ask a series of questions to find out what 
printer they want to map to (i.e.: building\floor\printer), this will in turn 
display details of that printer,  then on submit would map to that printer.. 
similar to using startrun\\printservername\printerqueue

*All printers use the same \\printservername..

The twist: we are in a development freeze. So, I can only use what's in the 
mystery basket :), which is ITSM - SRM/INC/CHG/SLM/EE etc..  nothing custom.

Thoughts??

MM




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Re: Create change request from SCCM script

[Martinez, Marcelo A]

Thanks. I’ll explore what I can do with AI to manipulate the email, since the 
list would be in the original email.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, June 17, 2015 9:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Create change request from SCCM script

**
It is a two step procedure that you should be able to do with AI. First create 
the Change then have the AI process query the file with the list of CIs to 
create the Change association records by validating the CI exist in the CMDB 
and pulling the field value, I think it is the recon ID to create the 
association records.



-Original Message-
From: Martinez, Marcelo A marc...@cpchem.commailto:marc...@cpchem.com
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Jun 17, 2015 9:35 am
Subject: Create change request from SCCM script
**
Hello all,

we are trying to automate the creation of monthly server patching thru a script 
via SCCM. the script is working and the changes are getting created. for this 
integration we used email to Remedy to form CHG:ChangeInterface_Create.

the issue we face is that only one CI can be passed to this form when the 
change is created. we are trying to pass several hundred CIs all at one. Using 
a template is not an option as the list of CIs may change from month to month.

I don’t see the workflow in Dev Studio to handle this.. just want to confirm. 
also, what other options are there to explore? I've seen web services, but 
that’s for the same form CHG:ChangeInterface_Create

ARS/ITSM 8.1


Thanks,
Marcelo

[Also posted on BMC Communities]

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Create change request from SCCM script

[Martinez, Marcelo A]

Hello all,

we are trying to automate the creation of monthly server patching thru a script 
via SCCM. the script is working and the changes are getting created. for this 
integration we used email to Remedy to form CHG:ChangeInterface_Create.

the issue we face is that only one CI can be passed to this form when the 
change is created. we are trying to pass several hundred CIs all at one. Using 
a template is not an option as the list of CIs may change from month to month.

I don't see the workflow in Dev Studio to handle this.. just want to confirm. 
also, what other options are there to explore? I've seen web services, but 
that's for the same form CHG:ChangeInterface_Create

 ARS/ITSM 8.1


Thanks,
Marcelo

[Also posted on BMC Communities]


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Re: Remedy RBE in ITSM 8.1

[Martinez, Marcelo A]

Yes. and yes.
You can use an incident template to populate your required fields
[cid:image003.jpg@01D08D7E.551946E0]


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Wednesday, May 13, 2015 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Remedy RBE in ITSM 8.1

**
Can someone tell me in ITSM 8.1, can I create an incident through email. So if 
I send in an email with a specific subject or other content, can I configure 
the RBE to create an incident with a specific Op and Prod cat structure? This 
seems very doable, but I want to be sure before I go running my mouth on this.
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Re: Anyone still using AIE against a 8.x AR Server?

[Martinez, Marcelo A]

I’m running AIE jobs on ARS/ITSM 8.1. On a Remedy OnDemand system.

Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, April 14, 2015 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Anyone still using AIE against a 8.x AR Server?

**

My understanding was that AIE was deprecated for v8, and that AI was required.  
My experience is that they enforced that.

Rick
On Apr 14, 2015 8:19 AM, Joe D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:
**
I wanted to know if you *require* to do a hard switch to AI or if you can 
continue to use the older AIE residing on a 8.x AR instance. Does AIE continue 
to work on 8.x?

Joe
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Re: Incident template with tasks - no tasks?

[Martinez, Marcelo A]

Thank you, Carl. I appreciate the help. I’ll take a look at the files. ☺

Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, March 13, 2015 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident template with tasks - no tasks?

**
Hi Marcelo,
I have sent you some .def files for Task Template integration to Incident 
Templates I built for version 7.1.
This should be a good basis to start with.  Please let me know if you don't 
receive the files.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: 12 March 2015 12:50
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Incident template with tasks - no tasks?

**
Thank you guys… I suppose it just made sense in my head to have this.
I haven’t used PD very much  -just to do some basic FTP. I struggled to find 
documentation on it. –I may end up doing it thru workflow.

Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM?

Thx,
Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov
Sent: Thursday, March 12, 2015 1:59 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Incident template with tasks - no tasks?

**

Jason is right: now you can attach the task templates only to the changes.

Is there an option to use the Process Designer? You could try to develop a 
process that would create the tasks after the Incident had been created.

Regards,
Dmitry Baryshnikov
On Mar 12, 2015 9:23 AM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**

It doesn't look like it is an option for incidents (so your not missing 
anything). There is an Idea (RFE) to add it here: 
https://communities.bmc.com/ideas/7438https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438d=AwMFaQc=jPeYnCWs4C2yfrLNmdUWFQr=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNkm=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Qs=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVUe=

Jason
**
Hello List,

I’m trying to create an incident template that includes about 3 tasks. – or 
maybe a task group template (don’t know if this is necessary).  Ultimately this 
incident template will be consumed by the “Rule Base Email Engine” to create an 
incident from an email. The issue I have is that my incident template does not 
have a tab for tasks… huh? Shouldn’t it have a tab for tasks??

Ideally I would of liked for the RBE to create 3 incidents from one email. But 
I have not found a way to do that w/o customizing. Or… if the email could 
create an SRM request that was tied to a PDT that created 3 incidents.. would 
be perfect. ☺



ARS/ITSM 8.1.01

Thanks,
Marcelo



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Re: Incident template with tasks - no tasks?

[Martinez, Marcelo A]

Thank you guys… I suppose it just made sense in my head to have this.
I haven’t used PD very much  -just to do some basic FTP. I struggled to find 
documentation on it. –I may end up doing it thru workflow.

Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM?

Thx,
Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov
Sent: Thursday, March 12, 2015 1:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident template with tasks - no tasks?

**

Jason is right: now you can attach the task templates only to the changes.

Is there an option to use the Process Designer? You could try to develop a 
process that would create the tasks after the Incident had been created.

Regards,
Dmitry Baryshnikov
On Mar 12, 2015 9:23 AM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
**

It doesn't look like it is an option for incidents (so your not missing 
anything). There is an Idea (RFE) to add it here: 
https://communities.bmc.com/ideas/7438https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438d=AwMFaQc=jPeYnCWs4C2yfrLNmdUWFQr=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNkm=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Qs=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVUe=

Jason
**
Hello List,

I’m trying to create an incident template that includes about 3 tasks. – or 
maybe a task group template (don’t know if this is necessary).  Ultimately this 
incident template will be consumed by the “Rule Base Email Engine” to create an 
incident from an email. The issue I have is that my incident template does not 
have a tab for tasks… huh? Shouldn’t it have a tab for tasks??

Ideally I would of liked for the RBE to create 3 incidents from one email. But 
I have not found a way to do that w/o customizing. Or… if the email could 
create an SRM request that was tied to a PDT that created 3 incidents.. would 
be perfect. ☺



ARS/ITSM 8.1.01

Thanks,
Marcelo



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Incident template with tasks - no tasks?

[Martinez, Marcelo A]

Hello List,

I'm trying to create an incident template that includes about 3 tasks. - or 
maybe a task group template (don't know if this is necessary).  Ultimately this 
incident template will be consumed by the Rule Base Email Engine to create an 
incident from an email. The issue I have is that my incident template does not 
have a tab for tasks... huh? Shouldn't it have a tab for tasks??

Ideally I would of liked for the RBE to create 3 incidents from one email. But 
I have not found a way to do that w/o customizing.  Or... if the email could 
create an SRM request that was tied to a PDT that created 3 incidents.. would 
be perfect. :)



ARS/ITSM 8.1.01

Thanks,
Marcelo




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Message options

[Martinez, Marcelo A]

What is difference between the message type Note and the message type 
Prompt.  I haven't been able to locate useful info in the docs..

I'm popping up a message via active link and am debating whether to do it via 
the message action or JavaScript.

Thanks,
Marcelo



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Re: Message options

[Martinez, Marcelo A]

Thank you - maybe that's why I could find info on the PROMPT option.

I'm having a tough time testing my options. There seems to be a lag between 
when I modify workflow and when the workflow actually behaves differently. This 
is after I clear MT cache AND even after restarting Tomcat.  This is an RoD 
environment (not sure it plays a part). Not sure what is causing the lag

Thanks again

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Thursday, February 26, 2015 10:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Message options

**
Marcelo,
PROMPT uses the Prompt bar in the Remedy WUT. It is not supposed to work in Mid 
Tier.
Note just displays a message and the workflow completes with no error handling.

Thank you,
---
John J. Reiser
Building 760-J202
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MST Moorestown Region
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 Martinez, Marcelo A
Sent: Thursday, February 26, 2015 11:19 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: EXTERNAL: Message options

**
What is difference between the message type Note and the message type 
Prompt.  I haven't been able to locate useful info in the docs..

I'm popping up a message via active link and am debating whether to do it via 
the message action or JavaScript.

Thanks,
Marcelo


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Re: Message options

[Martinez, Marcelo A]

My settings:
Definition Change Check Interval (Seconds): 360
**Perform check: checked
**Synchronized Definition Change Check: not checked

Update Flashboard Definition Interval (Seconds): 0
Resource Check Interval (Seconds):360
Enable Cache Persistence: not checked

I will set the Definition Change Check Interval to zero

Thank you John

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Thursday, February 26, 2015 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Message options

**
Marcelo,
Did you set the Definition Change Check Interval to 0 and have the Perform 
Check selected?
This is from the Mid Tier configuration web page.


Thank you,
---
John J. Reiser
Building 760-J202
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MST Moorestown Region
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 Martinez, Marcelo A
Sent: Thursday, February 26, 2015 11:53 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Message options

**
Thank you - maybe that's why I could find info on the PROMPT option.

I'm having a tough time testing my options. There seems to be a lag between 
when I modify workflow and when the workflow actually behaves differently. This 
is after I clear MT cache AND even after restarting Tomcat.  This is an RoD 
environment (not sure it plays a part). Not sure what is causing the lag

Thanks again

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Thursday, February 26, 2015 10:28 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Message options

**
Marcelo,
PROMPT uses the Prompt bar in the Remedy WUT. It is not supposed to work in Mid 
Tier.
Note just displays a message and the workflow completes with no error handling.

Thank you,
---
John J. Reiser
Building 760-J202
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MST Moorestown Region
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 Martinez, Marcelo A
Sent: Thursday, February 26, 2015 11:19 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: EXTERNAL: Message options

**
What is difference between the message type Note and the message type 
Prompt.  I haven't been able to locate useful info in the docs..

I'm popping up a message via active link and am debating whether to do it via 
the message action or JavaScript.

Thanks,
Marcelo


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Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Martinez, Marcelo A]

I !3 RKM
Any hopes it gets revamped soon?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, January 08, 2015 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
They also have enough exBMCers.  They built it once, go to next place and build 
it again (ideally better because they learned from the first time around).

Jason

On Thu, Jan 8, 2015 at 10:32 AM, Tanner, Doug 
doug.tan...@compass-usa.commailto:doug.tan...@compass-usa.com wrote:
**
They all do it, anyone remember Rem-Mail. Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
D'Souza
Sent: Thursday, January 08, 2015 12:21 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: OT: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

**
Exact same status values.

Couldn’t help wondering if BMC has a point or two about them having stolen 
design concepts.

Joe
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Approval Process notifications

[Martinez, Marcelo A]

Happy Friday ARSList,

ITSM/SRM 8.1
I have been asked to disable the approval request email that goes out to our 
executive team from SRM.  Our SRM currently uses 2 approval processes, one is 
OOB Service Request - Management Chain and the other is a custom approval 
process used with 2 specific SRDs.
The Management Chain approval process is the one most used. At a high level, it 
sends an approval request to that person's manager. The manager 
approves/rejects and the SRD creates an incident/or closes the SR.  Now, I have 
to disable the approval request email only when it goes out to our executive 
team (let's say this is about 8-10 people) - but only for this particular 
process (SR - Management Chain). No problem I think, go into the AP Admin 
console, search for the process, open the Notification tab, and exclude the 
UserIDs in the Qualification line. No go.
I open Dev Studio and see that AP:Notify-...xxx filter gets updated, but in 
the filter log, all the AP:Notify filters are skipped. Not sure why.
So, I have a working OOB approval process and a custom approval that are both 
working fine. I just need to disable the approval email request for the OOB 
process for a group of people.
I've been looking thru the ARS Admin guide but no luck.  Any ideas?

Thanks,
Marcelo


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Re: Customer Interface

[Martinez, Marcelo A]

We use SRM 8.1.
I'd say about 80% of our users like it. The majority of the complaints are 
about intuitiveness/user-friendliness. I can't find what I'm looking for... 
can you put an easy button at the top.

We haven't seen Kinetic or MyIT - but we will be @ Engage


Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terri Lockwood
Sent: Monday, October 06, 2014 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Customer Interface

**
Taking a poll:

What do you use as an interface with customers, and do you like/recommend it?

BMC Service Request Management
Kinetic Request
Home grown App/Customized Requester form
Another Vendor tool

~~~
Terri

ARS 7.6.04
ITSM 7.6.03
SRM 7.6.03
Midtier 7.6.04
Windows 2008
MS SQL 2008 R2 SP2


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Re: Resolved Tickets

[Martinez, Marcelo A]

…But where is the fun in that???  I like “super button”, “reborn”, “evil”

Marcelo – See you @ Engage2014


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Thursday, September 11, 2014 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
...Thus, thinking to have a super button called reborn to allow super-admin 
to rollback , only the status, to 1-step before closed status, likely pending 
or wip.  I knew it is evil, but... Any good suggestion, except open a new 
ticket. ..

Well, when set to resolved, a timer initiates that will cause the system to 
automatically close the ticket after a number of days that you can configure 
(5, 10, 15, whatever # of days).

In the meantime, the customer is sent a notification that the ticket is 
resolved and they should confirm the resolution. You can even add to the 
notification that the ticket will auto-close in x days to *remind* the 
customer.

If they DO contact you within the time period and say the problem persists, 
then you can re-open from resolved (as it hasn't auto-closed yet).

If they do not recontact you within the time period, the system automatically 
closes the ticket and you don't have resolved tickets sitting around forever.

If they contact you after the resolved time limit expired and the ticket was 
auto-closed, then they *truly* need to open a new ticket. This should not be an 
issue as the new ticket can be related to the original and/or even *created* 
from the original.

All of the above is available OUT OF THE BOX without any 
Dev-Studio/Development customization required, in the current version of Remedy 
ITSM.

The alternative is that you have tickets sitting around in a resolved state 
potentially forever, forgotten and buried wy down in the results lists of 
years gone by.

Besides, if there are more than x days between occurrences with no issues in 
between, is it truly the same incident or a (wholly separate, or recurring, or 
related) incident? Maybe it is, or maybe it isn't... I'm not sure of your 
situation...

At some point, the business should be able to declare a ticket closed. Period. 
Fini. Done. I see no compelling business reason to re-open a closed ticket 
when you can leave them in resolved with ample opportunity for the customer 
to confirm and re-open within a *reasonable* amount of time.

So, given all of the above, can you share the reason why your customer *must* 
be allowed to re-open a closed ticket?

Thanks!
-JDHood


On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO 
omegal...@gmail.commailto:omegal...@gmail.com wrote:
**
Agreed, resolved:yes, closed:no.
But... My client workflow, don't have resolved status.

Thus, thinking to have a super button called reborn to allow super-admin to 
rollback , only the status, to 1-step before closed status, likely pending or 
wip.

I knew it is evil, but... Any good suggestion, except open a new ticket.

Many thanks, and sorry for shifting the original question.

From: Rick Westbrockmailto:rwestbr...@24hourfit.com
Sent: ‎11/‎9/‎2014 23:30

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
**
I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.

I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
What-if re-open a closed ticket insisted by customer as the symbol re-occurred.

A bit of from the headline. Any suggested on rollback the status. Or any gotcha?

Please be advised, many thanks
// Omega LiPO

From: Rick Cookmailto:remedyr...@gmail.com
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
**
Yes.

Rick Cook

On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall 
arslist.n...@gmail.commailto:arslist.n...@gmail.com wrote:
**
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

Roger A Nall
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Re: blue frame on image

[Martinez, Marcelo A]

Thanks for the suggestion, John. The image does not have a border. 
The image was uploaded to SRM via the Service Request Marketing Slide 
Management page. I'm asking if anyone with SRM experience has run into this 
issue and how they went about fixing it.


Thanks,
Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Friday, March 07, 2014 2:34 AM
To: arslist@ARSLIST.ORG
Subject: blue frame on image

I think it would be helpful to post the markup from the page containing the 
blue frame. There are various answers depending on how mid tier rendered the 
image/link. 

For a start, if the image has the border, you probably want 
style=border-style: none on the image tag. 

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Re: Add Search Task to landing Console Application List

[Martinez, Marcelo A]

This was posted yesterday:: Should help you get there


Subject: Re: Make Hidden or Disable some elements of the Application List Menu


These entry points are Activelink Guides and can be seen in Developer Studio. 
 Just search for names containing entrypoint and you'll get most of the 
standard ones.  The form to which the entry point leads is typically the 
Primary Form for the guide.



Disabling these should remove the entry point for all users.



On the other hand, you could also overlay the ALG and add permissions so that 
only Administrators can see them.  Then, they would be invisible for the bulk 
of users, but I'm not sure if that situation applies for your organization.



--Brian McCarty


--



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Friday, February 14, 2014 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Add Search Task to landing Console Application List

**
We have 8.1.0 with the Service Desk (Incident and Problem) installed. Our team 
uses tasks with incidents and apparently there is no provision on the 
Application List for them to search for tasks.

I am assuming that the full ITSM suite has the Search Task somewhere on the 
list. How do I go about adding something to the Application List that shows on 
the nav on the landing console? I was able to remove Change Password from the 
Quick Link (just removed the entry point from the form. However, I have added 
an entry point for the Task form but it is not showing on the list. 
(delete/flushed midtier and browser caches).

How is the application list and sub-menus controlled?

Thanks,
Ken Cecil




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Re: Table Column Data Alignment issue

[Martinez, Marcelo A]

Have you tried to reset the preferences on the table after making your changes?

I've seen this with other tables in ITSM, but it hasn't bother me enough to 
persue it.
As a workaround, have you tried to add spaces to the text in the header to make 
the column width a bit wider, thus giving more space between the values in the 
rows.




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Tuesday, January 28, 2014 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Table Column Data Alignment issue

**
There have been no responses to this, so I'm guessing that no one has seen this 
issue.  Can anyone confirm that this does work for them?  Or is it perhaps a 
little used feature?

Thanks,
Charlie

On Sun, Jan 26, 2014 at 1:35 PM, Charlie Lotridge 
lotri...@mcs-sf.commailto:lotri...@mcs-sf.com wrote:
Hi all,

I have several (list type) tables that contain columns that contain integer 
values.  As stated in the documentation, these default to being right-aligned.  
However, when there is any left-aligned value in the column immediately to the 
right, the data becomes nearly unreadable.  This is especially true if that 
left-aligned data itself displays numerically (e.g. timestamps).

I've tried setting the Data Alignment property for these columns to both Left 
and Center, but it seems to have no effect - the numeric data remains 
right-aligned.

Am I missing something?  Is there something else I need to do to affect the 
alignment adjustment?

Note that just for kicks I tried setting the alignment of a character type 
column (which defaults to left) to right-alignment, but this also has no 
effect.  So the problem I'm having is not restricted to integer columns.

On the other hand, changing the alignment of the headers seems to work just 
fine.

Thanks,
Charlie

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Re: HPD:INC:NTCustConfirm_851_SetTag in ITSM 8.1

[Martinez, Marcelo A]

Under Incident Rules, there is an option to set Create Request on Submit. Try 
selecting No to see if that meets the criteria of the filter in question.

We are new to SRM (8.1), but we found out that when an support agent updates 
the work info of a ticket and marks it public, it is supposed to mark the SR as 
needs attention for the customer to see, this is not happening.
Also, annoying ARWARN message when updating items in your cart. The message is 
something about completion date must be later than the expected date.



In Change Mgmt module 8.1

1. When a change is rejected, the Change Manager is not notified, but the 
Change Coordinator is. Check filter CHG:CRQ:NotifyOnRejectApproval-CA__o

2. They've done some funky stuff with risk calculations also.. for us at 
least, broke how derived risk factors are taken into account into change risk 
ranking.

3. On the CRQ:Infrastructure Change form, the approval table seems to have 
a mind of its own and displays (or not), what it wishes.


We've been running ITSM 8.1 for a few months now. In my opinion, the new 
features are nice, although runs slower than 7.6.04.


Good luck

Marcelo Martinez


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, January 16, 2014 7:32 AM
To: arslist@ARSLIST.ORG
Subject: HPD:INC:NTCustConfirm_851_SetTag in ITSM 8.1

**
Good morning,

I think we've identified our first defect with ITSM 8.1 in our user testing 
phase.  It looks like the filter above isn't firing, so the customers are not 
being notified.  The cause appears to be the Run If portion.  Here's what we 
see in 8.1:

('Status'  Resolved) AND ('z1D Char01' != $NULL$) AND ('SRInstanceID' = 
NA) AND ('Created_From_flag' != Request) AND ('SRID' = $NULL$) AND 
(('Flag_Create_Request' = No) OR ('Flag_Create_Request' = $NULL$))

Here's the Run If in 7.6.4:

('Status'  Resolved) AND ('z1D Char01' != $NULL$) AND ('SRInstanceID' = 
NA) AND ('Created_From_flag' != Request) AND ('SRID' = $NULL$)

That extra stuff with the 'Flag_Create_Request' field seems to be the problem, 
but I don't really know what that is used for.  Has anyone else run into this, 
and if so, what is the solution?  My testing fix was to create an overlay and 
set the Run If to be the same as 7.6.4.  If it also helps, we have SRM which 
probably has some bearing on the ITSM notifications that go out.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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RBE: Rule not getting created

[Martinez, Marcelo A]

Hello All,
I'm running into an issue with RBE Engine where the rule is not getting created.
I can create a Use Case
I can go to the Worksheets and create a rule to use the use case. But when I 
search the RBE:Rule form, I do not see a rule created for my use case.

I can't open the RBE:Rule form in New Mode via Internet Exploder, therefore I 
cannot create the rule manually. I can't open the form via WUT because this is 
an OnDemand system and I have no access to PROD via WUT.
I've tried capturing a filter log to see where the rule creation is failing but 
the log isn't capturing anything.  Any help appreciated.

Happy Friday,

Marcelo Martinez


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Re: Open Incident in new page of browser.

[Martinez, Marcelo A]

Also try:  CTRL+ALT+ENTER
it’s like hitting ENTER in the old User Tool ☺

MM

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Wednesday, November 13, 2013 12:47 PM
To: arslist@ARSLIST.ORG
Subject: R: Re: Open Incident in new page of browser.

**

wow 

Great !



Thanks very much

Pietro


Messaggio originale
Da: rjust2...@aol.commailto:rjust2...@aol.com
Data: 13-nov-2013 19.39
A: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Ogg: Re: Open Incident in new page of browser.

**
This is from the Users Guide.

Can I force a second window to open?
If you press the Shift key and then click a record entry in a console or in any 
search
results table, the record opens in a second window. Also, if you hold the Shift 
key
and click a link, button, and so on, the form or dialog box associated with the 
link or
button opens in another window.
-Original Message-
From: team.rem...@libero.itmailto:team.rem...@libero.it 
team.rem...@libero.itmailto:team.rem...@libero.it
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wed, Nov 13, 2013 1:35 pm
Subject: Open Incident in new page of browser.

Hi All,

i work on ITSM 7.6.4 SP5.

When i select by double click an incident (from incident management console),

is it possible to open that incident in another page of the brower  in order to

have accidents spread across multiple pages at once?



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Dev Studio error

[Martinez, Marcelo A]

Any ideas how to resolve?

I get this when trying to save a filter after modifying a push fields action


Thx,
Marcelo



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inline: error-devstudio.jpg

Re: BMC Chat with support

[Martinez, Marcelo A]

I'm using chat right now. Waited less than 1 minute


Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of andres tamayo
Sent: Friday, November 08, 2013 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Chat with support

**
lucky you thad. for me i've just saw the chat available once (i use support at 
least twice a week) and it never pass me to an agent to chat to.

2013/11/8 Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com
**
Thad,
You've been fortunate. I always try the chat and I see the window where it 
shows I'm in queue and that I'm waiting for a rep to join. After about 5 
minutes, I get a message that says so one is avail and that I should just 
submit a ticket. I'll see if it improves in the future.

Sent from my iPhone

On Nov 8, 2013, at 12:12 PM, Thad Esser 
thad.es...@gmail.commailto:thad.es...@gmail.com wrote:
**
Tauf,

I've had the opposite experience, I'm quite pleased with the chat feature.  
I've used it maybe 10-15 times, and don't recall any specific timeout issues.  
The folks responding to chats have always been helpful and I like the immediate 
response.  Even if they couldn't resolve the issue right there, they create a 
ticket for you and get it closer to the right place (sometimes its not clear 
how a ticket should be categorized and you don't want to waste time in the 
wrong queue).  Frequently, they've been able to resolve my issue or answer my 
question, preventing me from having to submit a ticket.

When I go to submit a ticket, and the chat button is available, I'll usually go 
for that option first.

Thad

Just for fun...

image.png

On Thu, Nov 7, 2013 at 8:19 AM, Tauf Chowdhury 
taufc...@gmail.commailto:taufc...@gmail.com wrote:
**
So in submitting a ticket to BMC, you have the option to click the Chat now 
button. In the spirit of trying new things, I've tried to use that button now 
the last 2-3 times I went to open a ticket. Each time, I was #1 in queue... 
however no reps joined and eventually it timed out. Anyone else have similar 
experiences? Is this something that BMC is not putting too many resources into?

--
Tauf Chowdhury
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Re: work log search

[Martinez, Marcelo A]

You can search HPD:Search-Worklog for the word you want ('Notes' LIKE 
%word%), then build a report and schedule it. (I think AR report scheduling 
was introduced in 8.1) - not sure what version you're on.

HTH,
Marcelo



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Thursday, November 07, 2013 11:23 AM
To: arslist@ARSLIST.ORG
Subject: work log search

Question for you all.

Is there a way I can set something up to say... go into a work log (diary 
field) and search for a word or phrase and then spit out a report?

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Re: RemedyOnDemand

[Martinez, Marcelo A]

RoD customers are assigned a BMC Customer Success Manager. They should meet 
regularly (if not once a month) with their customers.  that said, your customer 
should know who their CSM is.  The CSM should be able to fetch this info for 
you. Additionally, BMC tracks all custom changes as they need to go thru their 
CAB meetings/process. Therefore, you may be able to find what has been done by 
looking at closed support cases for your customer.

If BMC customized before go-live of RoD, then they should have provided your 
customer with such documentation. The go-live docs I've seen from BMC do not 
include the level of detail you are searching for.  If it was a partner, then 
yes, they do provide you with such details.

Good luck,

Marcelo Martinez



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Friday, November 01, 2013 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: RemedyOnDemand

**
You could start by looking at objects in the Developer Studio  and filtering 
them by Customization Types of Custom and Overlay (remove Base)

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Friday, November 01, 2013 1:32 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: RemedyOnDemand

**
**
BMC did some automation for the Customer and there is no documentation.  
Instead of rebuilding the workflow - it would be good to see the changes BMC 
made.  Started reviewing the filters, AL, etc...
The Manager only knows the Account person.  The Manager stated each time she 
speaks with BMC regarding the technical changes - she speaks with different 
people.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Aditya Sharma
Sent: Friday, November 01, 2013 1:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: RemedyOnDemand

** **
Hi Kathy,

What workflow changes you are exactly referring to. If it is the customization 
done by BMC professional services then yes all documentations are handed over.

In ROD customers initiate the customizations they want to do and hire BMC 
partners or BMC PS to do that.

If any customization is introduced by BMC as an additional functionality or 
offering over and above standard product, customer is informed about the 
details and functionality but solution design may not be provided for that.

Regards,
Aditya
Sent from my BlackBerry(r) smartphone from !DEA

From: Kathy Morris kathymorris...@aol.commailto:kathymorris...@aol.com
Sender: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Date: Fri, 1 Nov 2013 13:07:46 -0400
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: RemedyOnDemand

Hi,

When BMC makes custom code changes for a Customer, do they provide 
documentation of the changes made to the system? (i.e. workflow)
Trying to figure out what was done.
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Re: 8.1 approval mappings for CHG...

[Martinez, Marcelo A]

Is the approver self?  I've seen this but have not bothered to fix it. It 
doesn't seem to stop anything.




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kulkarni, Adhwari
Sent: Wednesday, October 30, 2013 10:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: 8.1 approval mappings for CHG...

Hi Rick,
Can you please send the approval server log which will give us the information 
about why things are happening.
Please send the logs at adhwari_kulka...@bmc.com

Regards,
Adhwari

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: 31 October 2013 04:29
To: arslist@ARSLIST.ORG
Subject: 8.1 approval mappings for CHG...

Hi,

ARS 8.1/Atrium 8.1/ITSM 8.1

When creating a CRQ, when I review the approvals that are generated (CRQWork 
Detail tabApprover table field), I find an approver present that shouldn't be.

That is, there are numerous approvers at specific phases that should be there 
(and there are APR:Approver Lookup mappings to support them), but there is one 
approver that shouldn't be there.  I've searched the mappings for that 
approver, but none support the change class or approval phase for this 
particular CRQ.

Any ideas how to fix this?

Thanks,

Rick

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Re: Remedy notifications

[Martinez, Marcelo A]

Also check for AR System Email Messages.

Do a search for outgoing messages that may contain an error, or, that has Send 
Message = Yes.

You may also want to search for sent emails.. perhaps the ones you are looking 
for have been sent but the config of the mailbox is no longer valid?? Double 
check the mailboxes configurations





[cid:image003.jpg@01CED58C.0BD94850]







Marcelo Martinez







-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, October 30, 2013 4:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy notifications



Hi,



Check your email Engine Logs, and check that Email Engine is running.



If all else fails, I usually create a debug version of Email Engine that I run 
from the command line to see what actually happens. How to do this is detailed 
in the Email Engine PDF.



You basically copy the startup script of today to an 
emailstartdebug.bat/emailddebug.sh version, and then add a -Dmail.debug=true to 
the startup.



Then run the debug script from the command line.



Best Regards - Misi, RRR AB, http://rrr.se



 I have Remedy user 7.6/Developer 8.



 I set up several filters for notifications when a ticket is created,

 closed, or reassigned. They all have been working fine until here

 recently. I had the guys that work on the server to reset the remedy -

 mail exchange server. He said nothing seemed wrong with it. Usually

 when they do reset the server when receive all of our notifications 
 immediately afterwards.



 I tested my notification by setting a filter to set field in our

 transaction diary to capture when a ticket was opened. I created a

 ticket and bam...it fired off correct according to the transaction

 diary but I still didn't receive the notification through email that

 the ticket was created. Any ideas???



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inline: image003.jpg

Re: v8.1 email engine - truncated incoming message

[Martinez, Marcelo A]

Susan I am doing the same but using the incident interface create form. I had a 
similar issue a while back and someone on the list suggested I enclose the 
value of the field with [$$ and $$]

See below:


Details !100151!: [$$Script- details follow below
Script-  ReceiveAS2_TEST
Ruleset- saasys
Rule Name-   Receive AS2
Workflow ID- CPHQ-SBG01115ee3eb5d9
Actual Component- WF.COMP.0032.WEBHTTP

Trigger Name-
Start Time-  Wed Oct 23 08:21:52 CDT 2013
end Time-Wed Oct 23 08:21:52 CDT 2013
Info1-
404 Not Found
Info2-
404 Not Found
$$]


Hope it helps,
Marcelo Martinez



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, October 29, 2013 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: v8.1 email engine - truncated incoming message

**
Checked the db and the results were as you suggested:

08:50:57 SYS@st_REMp2  show parameter NLS_LENGTH_SEMANTICS
NAME TYPEVALUE
 --- --
nls_length_semantics string  BYTE
So we're good there.

The issue remains open.

Susan



On Tue, Oct 29, 2013 at 1:50 AM, Ars Lister 
kp_ars...@yahoo.commailto:kp_ars...@yahoo.com wrote:
**
One of the things about Oracle with 3999 varchar is that you have to make sure 
it is resolving as BYTES rather than CHAR.  The type of behavior you are 
describing can happen when the distinction is not made in Oracle by your DBA.  
There may be other issues like the field length in the staging form, or 
intermediary out-of-the-box workflow that triggers before the workflow that 
pushes the value to the appropriate staging forms.  But have your Oracle DBA 
check the following parameter:

NLS_LENGTH_SEMANTICS=BYTE

It is often set to CHAR, which would be a mistake and it can cause corruptive 
data issues.  Hopefully that isn't the case, but if it is, have him/her change 
it to BYTE as soon as possible.

Good luck!

On Tuesday, October 29, 2013 12:03 AM, Susan Palmer 
suzanpal...@gmail.commailto:suzanpal...@gmail.com wrote:
**
Hi everyone,
We've started receiving incoming emails from a customer.  The email engine 
retrieves them and I see the full message in the AR Email Messages form.  The 
template in the email contains the form (staging form) that the message should 
populate.  And it does populate the staging form, mostly.
The description field does not populate completely in the staging form.  It 
does in the Messages form.  If there is a 'return' in the description, in the 
staging form no data appears after the 'return'.
I have a support ticket in but no solution in the last week.  I've suggested to 
the customer to use br in their tickets that are populating the template that 
comes to us but it was not received well.  We do plan on testing that Tuesday.
We have been receiving automated incoming tickets from some internal systems 
for years but those all have single line descriptions so there is no 'return' 
to deal with, so I don't know if it was working the same on v7.5.
The field itself is a 4000 char field.  Nothing else special about it.  Full 
permissions for anyone to write.  The user that is contained in the template 
has full basic permissions, fixed license.
I take the info in the staging form record, create a HT retrieving additional 
information from a Site record to make a complete HT record.  Since the staging 
form record doesn't have the full description there's no opportunity to try and 
manipulate the 'returns' with workflow.
It's almost as if the email engine itself is truncating the contents.
Has anyone seen this also?  What was the solution?  Any help would be 
appreciated.

Thanks,
Susan
Susan Palmer
ShopperTrak
233 S Wacker 41st Floor
Chicago, IL  60606
312-529-5325tel:312-529-5325
spal...@shoppertrak.commailto:spal...@shoppertrak.com
ARS v8.1
Oracle 11g
Linux OS

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

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Re: EXTERNAL: v8.1 email engine - truncated incoming message

[Martinez, Marcelo A]

[$$
Not A problem :)   Hope it works for your customer.

It may have John who helped me a while back but I couldn't find the thread
$$]


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, October 29, 2013 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: v8.1 email engine - truncated incoming message

**
You are right ... sorry I missed the [  ]  in your message Marcelo !!

Susan

On Tue, Oct 29, 2013 at 11:53 AM, Reiser, John J 
john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote:
**
Actually Marcelo posted the same thing earlier but the closing $$] was a little 
lost in his text.

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.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Tuesday, October 29, 2013 12:31 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: v8.1 email engine - truncated incoming message

**
John ... you  win the prize 

So far in testing the [ were the key.  I had tried the $$ but that didn't work. 
 Hoping the same results come through from the customer!

Thank you so much ...

Susan

On Tue, Oct 29, 2013 at 9:34 AM, Reiser, John J 
john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote:
**
Susan,
For fields that can contain a return character I think you need to use a 
special field delimiter in the incoming email template.
Tour template would have
! Short Description!: [$$ some text return character
Some more text. $$]
The information between [$$ $$] gets submitted to the specified field returns, 
new lines and all.
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.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Monday, October 28, 2013 11:10 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: EXTERNAL: v8.1 email engine - truncated incoming message

**
Hi everyone,
We've started receiving incoming emails from a customer.  The email engine 
retrieves them and I see the full message in the AR Email Messages form.  The 
template in the email contains the form (staging form) that the message should 
populate.  And it does populate the staging form, mostly.
The description field does not populate completely in the staging form.  It 
does in the Messages form.  If there is a 'return' in the description, in the 
staging form no data appears after the 'return'.
I have a support ticket in but no solution in the last week.  I've suggested to 
the customer to use br in their tickets that are populating the template that 
comes to us but it was not received well.  We do plan on testing that Tuesday.
We have been receiving automated incoming tickets from some internal systems 
for years but those all have single line descriptions so there is no 'return' 
to deal with, so I don't know if it was working the same on v7.5.
The field itself is a 4000 char field.  Nothing else special about it.  Full 
permissions for anyone to write.  The user that is contained in the template 
has full basic permissions, fixed license.
I take the info in the staging form record, create a HT retrieving additional 
information from a Site record to make a complete HT record.  Since the staging 
form record doesn't have the full description there's no opportunity to try and 
manipulate the 'returns' with workflow.
It's almost as if the email engine itself is truncating the contents.
Has anyone seen this also?  What was the solution?  Any help would be 
appreciated.

Thanks,
Susan
Susan Palmer
ShopperTrak
233 S Wacker 41st Floor
Chicago, IL  60606
312-529-5325tel:312-529-5325
spal...@shoppertrak.commailto:spal...@shoppertrak.com
ARS v8.1
Oracle 11g
Linux OS
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

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DMT

[Martinez, Marcelo A]

What is the default Data Management Load File Path?

Thanks,
Marcelo



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CMDB - mobile phones - where?

[Martinez, Marcelo A]

Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB 
data model but am unsure where mobile phones should be tracked. Ideally we 
would need a field to capture the phone number. To those of you who are 
tracking mobile phones, where are you doing it?

Thanks,
Marcelo



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Re: CMDB - mobile phones - where?

[Martinez, Marcelo A]

Thank you Tommy and Sandra.

Sandra, so the federated data is stored in another system? Today, we store all 
mobile phone info in a home grown application. We are trying to do away with 
that app and move it to Remedy CMDB.
I think I may leverage the Computer System form and add the needed fields.

Thanks,
Marcelo



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Wednesday, October 16, 2013 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB - mobile phones - where?

**
We use the computer system class to store the device, adding Tier 2 
Telecommunication and federated data to store other information like phone 
number (original  changed), PIN, SIM, etc. instead of adding fields.

Thanks!

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, October 16, 2013 11:53 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: CMDB - mobile phones - where?

**
Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB 
data model but am unsure where mobile phones should be tracked. Ideally we 
would need a field to capture the phone number. To those of you who are 
tracking mobile phones, where are you doing it?

Thanks,
Marcelo


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OT: MT flush

[Martinez, Marcelo A]

Don't you hate it when you accidentally flush the MT cache in PROD instead of 
DEV? ...Oops





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Interface_Create forms

[Martinez, Marcelo A]

In order to use the HPD:Interface_Create form or the CHG:ChangeInterface_Create 
form, you have to have the field name and the field ID, followed by the data. 
There used to be a way to export this into an excel (or notepad) back with the 
Remedy User Tool.  It has been a while since I did that, so I don't remember... 
Does someone know how to get this exported?

Here is an example:
char-set: windows-1252
Schema: HPD:IncidentInterface_Create
Server: x
Login: user
Password: pwd
Action: Submit
Format: Short
z1D_Action !100076!: CREATE
Contact Company* !100082!: x
Last Name* !100018!: x
First Name* !100019!: x
Site+ ! 26001!: x
Company*+ !11!: x
Status ! 7!: New
Impact* !100163!: 4-Minor/Localized
Urgency* !100162!: 4-Low
Priority !100164!:
Support Company* !100251!:


Thanks,


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp




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Re: Interface_Create forms

[Martinez, Marcelo A]

Hey Christian,
Good to hear from you! (still have that DR #9 for you)
Yes, that is exactly what I was referring to. I was looking in the wrong place. 
 Thanks.

Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Smerz, Christian
Sent: Tuesday, October 08, 2013 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interface_Create forms

**
Hi Marcelo,
Are you referring to the email template?  Right click on a form in Dev Studio 
and export email template.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, October 08, 2013 2:17 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Interface_Create forms

**
In order to use the HPD:Interface_Create form or the CHG:ChangeInterface_Create 
form, you have to have the field name and the field ID, followed by the data. 
There used to be a way to export this into an excel (or notepad) back with the 
Remedy User Tool.  It has been a while since I did that, so I don't remember... 
Does someone know how to get this exported?

Here is an example:
char-set: windows-1252
Schema: HPD:IncidentInterface_Create
Server: x
Login: user
Password: pwd
Action: Submit
Format: Short
z1D_Action !100076!: CREATE
Contact Company* !100082!: x
Last Name* !100018!: x
First Name* !100019!: x
Site+ ! 26001!: x
Company*+ !11!: x
Status ! 7!: New
Impact* !100163!: 4-Minor/Localized
Urgency* !100162!: 4-Low
Priority !100164!:
Support Company* !100251!:


Thanks,


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp



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



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Re: Interface_Create forms

[Martinez, Marcelo A]

Tauf, sorry, I should have explained in more detail.

In the past, we've used the format below to send auto generated emails (from 
SQL, Lotus Notes, etc.) to Remedy and create incidents. Is the ID needed? Maybe 
not... that's just how we've used it in the past.
What I am looking into is the same functionality but for Changes.  SCCM will 
send an email to Remedy and create a change request. what I don't know is how 
will the workflow handle associating CIs.. 300-400 CIs to one change.  Could we 
use other methods? Possibly, but wanted to test this one for now.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Tuesday, October 08, 2013 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interface_Create forms

**
What do you mean by in order to use? How are you trying to use it that it 
would need the Field ID and name in that format? Excel imports? Web Services? 
DB feeds?

On Tue, Oct 8, 2013 at 3:16 PM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
In order to use the HPD:Interface_Create form or the CHG:ChangeInterface_Create 
form, you have to have the field name and the field ID, followed by the data. 
There used to be a way to export this into an excel (or notepad) back with the 
Remedy User Tool.  It has been a while since I did that, so I don't remember... 
Does someone know how to get this exported?

Here is an example:
char-set: windows-1252
Schema: HPD:IncidentInterface_Create
Server: x
Login: user
Password: pwd
Action: Submit
Format: Short
z1D_Action !100076!: CREATE
Contact Company* !100082!: x
Last Name* !100018!: x
First Name* !100019!: x
Site+ ! 26001!: x
Company*+ !11!: x
Status ! 7!: New
Impact* !100163!: 4-Minor/Localized
Urgency* !100162!: 4-Low
Priority !100164!:
Support Company* !100251!:


Thanks,


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262tel:832.813.4262
832.381.7776tel:832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asphttp://www.cpchem.com/forms/disclaimer1.asp



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Re: WWRUG13

[Martinez, Marcelo A]

It took me 2 seconds to convince my boss that *we* should go to the 2014 
WWRUG.. in Orlando. She will be taking her grandkids..
I actually had budgeted (and was approved) to go this year but we are in the 
middle of SRM project.

See ya’ll next year!!!


Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Blairing
Sent: Tuesday, October 01, 2013 7:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13

**
Claire et al,

Sorry, I should have mentioned this sooner. The truth is that I have actually 
been in fascinating breakout sessions since this morning, and this is the first 
time I have slowed down a little! Let me put on my reporter hat.

The big news from BMC is that the next BMC User Event will be held the week 
of October 13, 2014, at The Swan and Dolphin resort in Orlando, Florida. 
Details, such as the scope and focus of the meeting, are still in the planning 
stages. The announcement was made at WWRUG13 by BMC CEO Bob Beauchamp during 
the opening Keynote presentation.

We probably should defer to BMC for announcements about content, audience, 
themes, subject matter and all the other creative things that happen at a 
conference like this, but should you hear of anything before me, please pass it 
along! I'll do the same :-)

That's the big news for a year from now, and a lot will happen just this week 
alone at WWRUG. And now back to this year's conference Networking session 
with ample lubrication starts in an hour or so

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 Oct 1, 2013, at 4:56 PM, Saji Philip 
sphili...@gmail.commailto:sphili...@gmail.com wrote:
**

Is it the Florida Global User Event next year?
On Oct 1, 2013 4:41 PM, Susan Palmer 
suzanpal...@gmail.commailto:suzanpal...@gmail.com wrote:
**
Ok  I'm MIA from WWRUG since we're doing our big server upgrade Saturday 
... what announcement !

On Tue, Oct 1, 2013 at 4:44 PM, Sanford, Claire 
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org 
wrote:
**

WoW!

No one posted the big announcement from this morning yet???
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Re: Fun -- if you couldn't work in the computer field

[Martinez, Marcelo A]

@ microsoft


On Thu, Sep 26, 2013 at 2:00 PM, John Sundberg 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote:
**
Where would you work?

-John


--

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

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

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


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Re: Regarding Risk in Change Management 7.0.3

[Martinez, Marcelo A]

Do ya'll know if the risk level formula below is still valid in 8.1? - I'm 
having issues with the risk level not taking into account the priority of the 
CIs. It used to before I upgraded :)



BTW, BIG THANKS for this Tauf, This post has helped me out 3-4 times now! 




Marcelo Martinez



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, January 13, 2010 5:41 PM
To: arslist@ARSLIST.ORG
Subject: Regarding Risk in Change Management 7.0.3

Here's a little gem I found in my collection of docs that has to do with Risk 
and how it is calculated and derived in CHM 7.0.3. Enjoy the read everyone!:

*   In the Derived Risk Factors Template for the Risk Factor Type option 
Derived Rating  there are 5 choices available in the Field Name list (Change 
Assignee, Change Implementer, Change Manager, Operational CTI, Support Group 
Name) and for Risk Factor Type option Derived there is 1 choice available (CI 
Priority).
*   On the Infrastructure Change form, Risk Level and the Risk Info button 
will be hidden when the change record has a status value of Implementation in 
Progress or later.
*   On the Infrastructure Change form, the View Risk Report navigation item 
will be hidden on New and Search windows
*   Risk Level 1 is the low value and Risk Level 5 the high value, to use 
the computed value of risk set the Risk Level field to NULL and save the change 
record.
*   Risk Weight contains % values of (20/40/60/80/100).
*   The formula for computing risk is as follows:  if RF1, RF2 and RF3 are 
the risk levels of three risk factors associated with the change, and if w1, w2 
and w3 are the respective weightings for the risk levels, total risk (Risk 
Level) is computed using the following formula:
RF1*w1 + RF2*w2 + RF3*w3
---
w1 + w2 + w3

This version of the formula is used rather than just taking the % weightings 
alone since the sum of the weights is not required to be 100. This formula 
ensures that each risk factor contributes the specified fraction (weight) to 
the overall Risk Level.

Note that if only a single risk factor is associated with the change, its 
effective weighting is 100% regardless of its actual specified weight.

*   High performance rating corresponds to a low risk value and vice versa. 
 In other words, if a Change Manager had a performance rating of 5 (highest) 
and weighted at 100%, the Risk Level corresponding to this rating is Risk Level 
1 (lowest risk).
*   The performance rating given to a change request is used for 
computations starting only when the next change request is submitted.  The 
performance rating given to a change request does not affect its own Risk Level.
*   Certain updates to child records will be rolled back if closing without 
saving. In Risk Determine, if child template entries are created (via Add) or 
deleted (via Delete), closing the Risk Determine entry without saving will 
restore the entry to its prior state.  Any modifications made to child entries 
opened via the View button will not be rolled back.  This includes setting the 
status of a child entry to Delete, which will cause it to be immediately 
deleted.
*   A similar mechanism has been implemented for Risk Factors Template and 
Answer Choices (risk menu items). Additions and Deletions can be rolled back.
*   Risk Factors Template has a Menu Sequence field in the Answer Choices 
section.  Menu items in the Risk Questions dialog will be sorted on this field.
*   The button Add/Modify in Risk Factors Template allows the Answer 
Choice entry selected in the table to be modified in place.  Risk Value and 
Menu Sequence can be modified in-place.  Modifying Menu Label will add a new 
menu entry.  To actually modify the label, the entry will need to deleted and 
re-created.
*   Question Sequence and Menu Sequence fields are automatically set to the 
next applicable integer when the Question Template form is opened.



Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779

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Re: SLM Operator Woes

[Martinez, Marcelo A]

Not sure I fully understood your requirements.. but this may help

123 = groupID of your Service Desk


Start when: ('Status' = New AND $\GROUPS$ LIKE %123%) OR ('Status' = 
New AND ‘Assigned Group' = Service Desk/Operations)
Stop When: ('Status' = In Progress) OR ('Status History.In Progress.TIME' != 
$\NULL$)




Marcelo Martinez



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Furtado, Lou
Sent: Thursday, September 26, 2013 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Operator Woes

**
I want to track performance for the Incident and the Service Desk. The Service 
Desk has an SLC of 15 minutes to escalate a Priority 1 or 2 Incident. I am 
willing to change any of the Statements as long as I can measure that time and 
execute alerts when that does not happen to the Service Desk Manager. I welcome 
advise and if there is a better way to do this by all means I would like to 
know. I have done this with other tools but this is my first time with Remedy.

Lou

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Thursday, September 26, 2013 1:00 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SLM Operator Woes

**
Normally the Start When would greater than or equal to assigned. Also whay are 
you including the Service Desk, do you want to track them or the Incident? The 
same question for you second qualification why are you only tracking a group 
and not the Incident.


There are two ways to track an Incident OOTB, Response and Resolution. You need 
to determine if the response is for the Service Desk. THe most important answer 
is that by making the changes I am suggesting will allow the SLM to work and 
the other information you are trying to control will be repotable.





-Original Message-
From: Furtado, Lou lfurt...@columbia.commailto:lfurt...@columbia.com
To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thu, Sep 26, 2013 3:53 pm
Subject: SLM Operator Woes
**
Admittedly I am new to working with the backend of Remedy. Started using the 
product in 1993 but recently I fired up the SLM Module (Version 7.5). I have 
been able to get Business time to work and have actual SLA and OLA commitments 
working. I have looked at the SLM Dashboard and it now seems to be working. 
This is all in a Development environment. Email alerts take place as intended 
and overall I am pleased with the results. But now the bad news, it seems that 
when the Service Desk or other support group do a direct assignment to another 
support group that the OLC or SLC measurements become detached and the triggers 
do not fire off saying the condition has been met. Only when status changes do 
the correct triggers fire. Admittedly I am a rookie in this space and probably 
have mucked things up but I sure would appreciate some guidance in what is 
wrong. Here is how I have configured the measurements (This all relates to the 
Service Desk:

Start When: Assigned Group' = Service Desk/OperationsAND 'Status' = 
Assigned – By default the Incident record goes to the Service Desk but their 
process is to assign directly to another group if they know who it is. When 
they assign directly the SLC “Detaches. When it is reassigned to them the 
trigger starts again. If the Service Desk acknowledges the Incident by changing 
the status from assign to another status and saves the Incident the SLC is “Met.

Stop When: 'Status' = PendingOR 'Status' = In ProgressOR 'Status' = 
ClosedOR 'Status' = ResolvedOR'Assigned Group' != Service Desk/Operations 
– the trigger works for the status change but will not work for when the 
Assigned Group is not the Service Desk.

What did I miss here – I really do not have anyone who knows Remedy at my 
company so I am looking for other resources.

Thanks for any help you can give – I know I have made a bone head mistake 
somewhere. I did read the manuals though.

Lou


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Re: flagging particular time segments as cautionary

[Martinez, Marcelo A]

I was hoping there was a better way w/o customizing - perhaps with change 
calendar... as you suggested, I've configured the SLAs in dev and seems to work 
ok for our scenario.  Thanks Kiran.


Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kiran Patil
Sent: Monday, July 15, 2013 11:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: flagging particular time segments as cautionary

**
Hi Marcelo,

You can use SLM modeul here. You need to configure SLA for change Management 
and specify Start and Stop condition as per scheduled window and configure 
repeatative milestone which will sent as email to desired set of users.


Regards
Kiran Patil


On Tue, Jul 16, 2013 at 1:58 AM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
Hello Listers,
I am wondering if there is any functionality in Remedy that can flag (or send 
emails, or ??? ) when changes are to happen during a particular timeframe.
I'll try to elaborate a little. We have well established monthly maintenance 
windows in change management. These windows are expected to be used when system 
outages are eminent. We have heavily communicated these windows to our end user 
community. Now, this does not prevent an IT team from performing changes 
outside of these windows IF they communicate to their end users about the 
outage. Occasionally, we will have a change request that conflicts with 
activities happening on the business side, get some push back and IT will have 
to postpone the change. the process is pretty is well established and accepted.

I've been asked by IT management if there is a way to flag certain timeframes 
in Remedy as cautionary so that changes to be scheduled during these 
timeframes are scrutinized more. For example month end closing or midyear 
budgetary review. I am wondering if the change calendar has any such 
functionality, or if time segments could be utilized (or ???). Basically what 
they want is check with business group X if performing changes with outages 
during this time period.  The business unit may or may not be OK with the 
requested changes. we don't currently have services defined, therefore we 
cannot tie changes to services for business approval - and we don't use 
business approvals; only approvals within IT dept.  ideas are welcomed.

ARS/ITSM 8.1

Thanks in advance,


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776tel:832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asphttp://www.cpchem.com/forms/disclaimer1.asp



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



--
Regards

Kiran Patil
Cognizant Technology Solutions
Pune, India
Mob No: +91 989 037 7125
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flagging particular time segments as cautionary

[Martinez, Marcelo A]

Hello Listers,
I am wondering if there is any functionality in Remedy that can flag (or send 
emails, or ??? ) when changes are to happen during a particular timeframe.
I'll try to elaborate a little. We have well established monthly maintenance 
windows in change management. These windows are expected to be used when system 
outages are eminent. We have heavily communicated these windows to our end user 
community. Now, this does not prevent an IT team from performing changes 
outside of these windows IF they communicate to their end users about the 
outage. Occasionally, we will have a change request that conflicts with 
activities happening on the business side, get some push back and IT will have 
to postpone the change. the process is pretty is well established and accepted.

I've been asked by IT management if there is a way to flag certain timeframes 
in Remedy as cautionary so that changes to be scheduled during these 
timeframes are scrutinized more.  For example month end closing or midyear 
budgetary review. I am wondering if the change calendar has any such 
functionality, or if time segments could be utilized (or ???).  Basically what 
they want is check with business group X if performing changes with outages 
during this time period.  The business unit may or may not be OK with the 
requested changes.  we don't currently have services defined, therefore we 
cannot tie changes to services for business approval - and we don't use 
business approvals; only approvals within IT dept.  ideas are welcomed.

ARS/ITSM 8.1

Thanks in advance,


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp




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Re: Assigned To All My Groups on Landing Page doesn't work-BUG

[Martinez, Marcelo A]

We've had similar issues with the landing page (home page). Were the consoles 
display ALL incidents, not just the ones pertaining to your group.

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault
Sent: Wednesday, March 27, 2013 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assigned To All My Groups on Landing Page doesn't work-BUG

**
Sweet,
Looks like the BMC knowledge base is getting better,
Found exactly what I was looking for:
Defect: SW00425825

Now if I could only find the hotfix referenced in the KB article

From: Matthew Perrault
Sent: Wednesday, March 27, 2013 11:42 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Assigned To All My Groups on Landing Page doesn't work-BUG

All,
ITSM 7.6.04
MS SQL 2008
Windows Server 2008
IE 8

When you go to the Home Page (Landing Console) if you have the Incident Console 
specified as one of the Content window,
And you set the application preferences to: Assigned To All My Groups
Nothing shows up when a person logs in.
Yet if you reselect the View by: they do show up.
Assigned to me seems to work fine.
Searching the net looks like others have had this issue to.

Does anyone know if there is already a defect for this or a fix for it?

Thanks,
Matt P.
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Re: Assigned To All My Groups on Landing Page doesn't work-BUG

[Martinez, Marcelo A]

Another issue we ran into was with the owner group. By default, our help desk 
owns all incidents. When they would try to view their tickets in the INC 
console, they would see ALL incidents, not just theirs.
just something else you may want to check in 8.1

we will be moving to 8.x next month - hopefully.


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
Sent: Wednesday, March 27, 2013 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assigned To All My Groups on Landing Page doesn't work-BUG

We had an issue like that Marcelo,

It was a while ago but I am pretty sure it was becasue of an issue with 
Application Preferences.  For the affected users go to Application Preferences 
- Incident Management tab, under the overview colsole section look at the Role 
field and see if it is set to Assignee. When the Show field is set to Assigned 
to My Selected Groups or Assigned to all my groups Assignee is not a valid 
entry. We changed it to Assigned Group for the users and it resolved the issue.

I'm currently looking at it in 8.1 and there still looks to be some issues in 
this area as the fields populate with an ID and not a name in some cases.

Tony

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SLA behavior funk

[Martinez, Marcelo A]

Hello list,
ARS/ITSM 7.6.04
I have a case where OLAs are not behaving properly. In this case, an incident 
was submitted as a medium service request, but after review I changed it to a 
medium service restoration. When I did that, I would expect that the request 
OLAs would detach and the restoration OLAs would attach.  What I'm seeing is 
that only one of the request OLAs is being detached.  Additionally, I'm not 
used to seeing the Detached OLAs stick around..

I have configured 4 target groups. One for each: restoration response, 
restoration resolution, request response, request resolution.  Each contains 
Low, Medium, High, Critical service targets.



In ITSM 7.0.03, when an incident was changed from Medium to Low, the Medium 
targets would disappear and the Low targets would appear. Same goes for 
when the incident was changed from request to restoration.

There are 2 issues with the sample above. First is that the incident now 
appears to have missed a target when it did not. Second, is that since there 
are 3 OLAs attached to this incident it will skew reporting.

Thanks,
Marcelo Martinez



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inline: Picture (Device Independent Bitmap) 1.jpg

Re: OT: Doug Blair (WWRUG11,12,13... MC and all around nice guy) Update

[Martinez, Marcelo A]

Doug, may your system be patched to the fullest (and no errors are encountered) 
so that you continue run smooth and bug free.

– And that I get to meet you at WWRUG13, since I’ve been cleared to go.

Good luck

Marcelo Martinez


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Wednesday, March 06, 2013 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Doug Blair (WWRUG11,12,13... MC and all around nice guy) Update

**
Doug,

Looking at the filter log I can see this guide looping because of a goto 
action. Please help me with the run if :
'Doug' != Fixed AND 'Guinness' != In hand

All the best
Danny


On 6 Mar 2013, at 17:26, Daniel Bloom 
danielbl...@rogers.commailto:danielbl...@rogers.com wrote:
**
For those of you who were at WWRUG12, you heard Doug mention that he was going 
to be having an important medical procedure.
The procedure was actually two operations. The minor one occurred and went fine.

The Major one is tomorrow, Thursday March 7th. Doug is already in Dallas 
undergoing tests (Medical, not Remedy certifications).

I would like to ask everyone to send Doug some collective good will, prayer to 
the deity of your choice, Karma, positive meditation,
bottles of Guinness. Actually I have promised him a keg of it ☺

He has also asked me to say the following:
“I just don't want to see the ARSList stray too far from the technical 
discussion on my account.”

So as the Founder and administrator of the ARSlist, I ask you to please phrase 
any posts to the list about this as a technical discussion, for example:
“Best wishes to Doug and hope his active links continue to fire running 
processes on the Server, how does one do that again?”.

I kid, humour is important, the operation is serious, but is expected to go 
well.
Doug went to Dallas because that is where the surgeon that did the first 
operation went,
and we do expect him to celebrate the success at WWRUG13 this year.

Daniel
Friend of Doug
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reset pwd email

[Martinez, Marcelo A]

Hello List,
I'm seeing in the email engine multiple emails sent out to users with subject 
Your Password will expire in 10 days. I did not see this email entry in the 
SYS:Notification Messages form. Does anyone know where this entry resides? I 
need to turn it off before it keeps 'spamming' our users.

Thank you,
Marcelo Martinez




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Re: reset pwd email

[Martinez, Marcelo A]

Found the filter: User Password Change Redirector:Notification which sends 
out the notification from form User Password Change Redirector which is 
populated by escalation User:LastPasswordChange



Marcelo




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Martinez, Marcelo A [marc...@cpchem.com]
Sent: Thursday, February 28, 2013 7:27 PM
To: arslist@ARSLIST.ORG
Subject: reset pwd email

CAUTION – This message was received from the Internet using an email address 
that makes it appear to have originated from within CPChem’s email system. This 
email could be a forgery intended to mislead you in trusting the sender and 
increase the likelihood that you will open a malicious file attachment or web 
link. If you are not confident that the source of this message is trustworthy, 
please do not click on any links or open any attachments contained within the 
message. Instead, please contact the IT Help Desk at 1-877-2436 to report this 
incident.
**
Hello List,
I’m seeing in the email engine multiple emails sent out to users with subject 
“Your Password will expire in 10 days”. I did not see this email entry in the 
SYS:Notification Messages form. Does anyone know where this entry resides? I 
need to turn it off before it keeps ‘spamming’ our users.

Thank you,
Marcelo Martinez



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Re: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156

[Martinez, Marcelo A]

What if you give him change manager as a role?


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, January 28, 2013 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156

**

Anyone else get this error message when creating a Change Request?



The selected Change Requester is not valid. Use the Return function on the Last 
Name, First Name, or Phone Number fields to retrieve the Requester's 
information. (ARERR 1441156)



The Last Name, First Name, and Phone Number fields are hidden (BMC’s workflow).



I have modified his permissions, he has “Change User” license and a floating 
license.  He has Change Coordinator as a Role.



I have several people who are getting this message.  Any ideas?




ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org




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BMC Mobility for ITSM

[Martinez, Marcelo A]

Anyone know if BMC is looking to come out with an app for windows 8 
smartphones? My company may implement these as the corp standard and the 
question was asked. Support told me that there is currently no support for 
windows 8 phones.. just thought someone on the list may know more on this topic.
thx
Marcelo


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SLM 7.6.04

[Martinez, Marcelo A]

Hello list,
In our old system (ARS7.1/ITSM7.0.03), we could easily identify which 
incidents breach one service target or both. SLM status was either Service 
Target Breached or All Service Targets Breached.

In 7.6.04, there is just Service Targets Breached.  There is no way of 
identifying which ones missed just one target unless you open each incident.

In our environment we have only 2 targets, response and resolution (one each 
for Low, Med, High, Critical). Very basic targets.. just based on Priority.

I need to provide a report of which incidents missed 1 target versus both 
targets. I've been looking at the SLM:Measurement form, but results are not 
consistent.

Any ideas? Thanks,
Marcelo Martinez


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Re: [EXTERNAL] SLM 7.6.04

[Martinez, Marcelo A]

Thanks Shashidhar,
This is more what I was looking for. I've also noticed that there is missed 
as well as Missed goal, not sure why the difference.
Also, in some case there are more than 2 entries attached - ie. When a ticket 
is changed from low to medium. I remember in 7.0.03 I had to create an SLA 
group... this may still be the case.

Thanks,
Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of shashi gowda
Sent: Tuesday, December 11, 2012 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] SLM 7.6.04

** Hi Marcelo,

If I could answer to your question, There are two forms where you can find the 
type of SLA breach. For incidents its HPD:Help Desk_SLA and for change its 
CHG:Infrastructure Change_SLA. The fields in this form are hidden, you can do 
an advance search as per your requirement, can fetch the results. Create a 
report template so as to include these fields : SLM status, Measurement Status, 
Goal Char and Goal type. From these four fields it is possible to differentiate 
the Response and Resolution SLAs.

Note: Measurement Status will be 'Met' or 'Missed'. Two entries will be 
returned for a single ticket, one for Response and other for resolution.

Hope this helps you

Regards,
Shashidhar
On Tue, Dec 11, 2012 at 10:37 PM, Stroud, Natalie K 
nkst...@sandia.govmailto:nkst...@sandia.gov wrote:
**
Marcelo:

Do you have Analytics at your site?  Our service targets are identical to yours 
and we are able to pull that information from the Analytics ITSM universe.  I 
unfortunately don't know anything about how to pull that info directly from a 
form.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, 
Marcelo A
Sent: Tuesday, December 11, 2012 10:02 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: [EXTERNAL] SLM 7.6.04

**
Hello list,
In our old system (ARS7.1/ITSM7.0.03), we could easily identify which 
incidents breach one service target or both. SLM status was either Service 
Target Breached or All Service Targets Breached.

In 7.6.04, there is just Service Targets Breached.  There is no way of 
identifying which ones missed just one target unless you open each incident.

In our environment we have only 2 targets, response and resolution (one each 
for Low, Med, High, Critical). Very basic targets.. just based on Priority.

I need to provide a report of which incidents missed 1 target versus both 
targets. I've been looking at the SLM:Measurement form, but results are not 
consistent.

Any ideas? Thanks,
Marcelo Martinez

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HPD:IncidentInterface_Create

[Martinez, Marcelo A]

Hello List,

We currently upgraded to 7.6.04. since then, some of our automated incident 
tickets are not being created correctly. The notes field is not bringing over 
all the text.

We have an EDI system that sends emails to ARS when an error occurs. the email 
is parsed by the HPD:IncidentInterface_Create form. The incidents are being 
created. However, the notes field does not contain all of the info being sent 
via the email.

Below is parts of the email that  EDI is sending. The details section contains 
multiple lines with returns and extra spaces, which I thought would cause the 
issue. The thing is.. this worked well in ARS7.1/ITSM7.0.03. I'm looking thru 
the BMC communities but haven't been able to find anything. Has anyone seen 
this behavior and have you been able to remedy it?
Thanks,
Marcelo

Schema: HPD:IncidentInterface_Create
Server: marceloserver
Description !10!: EDI Error
Details !100151!: Script- details follow below
Script-  SAPOutboundTreatmentBic997ErrorMailSchneider
Ruleset- sap-outbound
Rule Name-   PRP_010_ZCARNOT_120340
Workflow ID- CPAMHQ-SBG02050abc5c-cfd6-4272-bcaf-87ed30089985
Actual Component- Storing to Archive
Trigger Name- PRP_010_ZCARNOT_120340!0D156Ca.ido
Start Time-  Wed Dec 05 09:50:15 CST 2012
end Time-Wed Dec 05 09:50:16 CST 2012
Info1-
[Error:ID=2023 LEVEL=1] InhouseDocReader readNextSegment(): offse
t[6966(read Segment : NO_SEGMENT_FOUND)]: caught ReadingException
Info2-
[Error:ID=2023 LEVEL=1] InhouseDocReader readNextSegment(): offse
t[6966(read Segment : NO_SEGMENT_FOUND)]: caught ReadingException






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Re: HPD:IncidentInterface_Create

[Martinez, Marcelo A]

Thank you Mark and Lisa.
Using the [$$ $$] seems to work for me now.


Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, December 05, 2012 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: HPD:IncidentInterface_Create

**
When you send an email template to the AR Server that contains several lines, 
you will need to encase the data with [$$  $$]. I have found that having the 
trailing $$] on a separate line works better.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, December 05, 2012 12:27 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: HPD:IncidentInterface_Create

**
Hello List,

We currently upgraded to 7.6.04. since then, some of our automated incident 
tickets are not being created correctly. The notes field is not bringing over 
all the text.

We have an EDI system that sends emails to ARS when an error occurs. the email 
is parsed by the HPD:IncidentInterface_Create form. The incidents are being 
created. However, the notes field does not contain all of the info being sent 
via the email.

Below is parts of the email that  EDI is sending. The details section contains 
multiple lines with returns and extra spaces, which I thought would cause the 
issue. The thing is.. this worked well in ARS7.1/ITSM7.0.03. I'm looking thru 
the BMC communities but haven't been able to find anything. Has anyone seen 
this behavior and have you been able to remedy it?
Thanks,
Marcelo

Schema: HPD:IncidentInterface_Create
Server: marceloserver
Description !10!: EDI Error
Details !100151!: Script- details follow below
Script-  SAPOutboundTreatmentBic997ErrorMailSchneider
Ruleset- sap-outbound
Rule Name-   PRP_010_ZCARNOT_120340
Workflow ID- CPAMHQ-SBG02050abc5c-cfd6-4272-bcaf-87ed30089985
Actual Component- Storing to Archive
Trigger Name- PRP_010_ZCARNOT_120340!0D156Ca.ido
Start Time-  Wed Dec 05 09:50:15 CST 2012
end Time-Wed Dec 05 09:50:16 CST 2012
Info1-
[$$ Error:ID=2023 LEVEL=1] InhouseDocReader readNextSegment(): offse
t[6966(read Segment : NO_SEGMENT_FOUND)]: caught ReadingException
Info2-
[Error:ID=2023 LEVEL=1] InhouseDocReader readNextSegment(): offse
t[6966(read Segment : NO_SEGMENT_FOUND)]: caught ReadingException
$$]





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Re: Baffled by outgoiong email

[Martinez, Marcelo A]

I've always had to restart the EE after a config change to the mailboxes. In 
7.1 and 7.6.04.

Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug
Sent: Thursday, November 29, 2012 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Baffled by outgoiong email

**
Hey Mark, things are well, hope they are with you. I have always found if in 
doubt restart the email engine :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, November 29, 2012 1:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Baffled by outgoiong email

**
Hi Doug,

Been a while, hope you are doing well. Why would I need to restart the email 
engine? I have the com.bmc.arsys.emaildaemon.serverName.Interval=30 In the 
EmailDaemon.properties. Doesn't that refresh from the setting in the Mailbox 
config?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Tanner, Doug
Sent: Thursday, November 29, 2012 12:49 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Baffled by outgoiong email

**
Mark,
Not sure what missing, but one very quick fix, is custom filter 
low execution order (0-10) that on a submit (outgoing) set send message to no 
and go to 1000
(Another thought, since you disabled the mailbox, did you restart the email 
engine?)
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, November 29, 2012 11:58 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Baffled by outgoiong email

**
Hi All,

Currently working on a OOB ITSM 7.6.04 implementation don't want to allow 
outgoing email while users are getting familiar with it. I have disabled the 
mailbox and all of the OOB notifications. Each day I go onto the ARS Email 
Messages form and do a 'Create Date'  $DATE$ search on outgoing mail, there 
are emails listed that Send Message: Sent and Date Sent: a date.

Really don't want to turn off the email engine if I don't have to do so. What 
am I missing?

Thanks
Mark


Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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Re: Modifying Field 112

[Martinez, Marcelo A]

Brian,
Thanks for replying.
-I have validated my workflow to ensure that field 112 is being set.
-I need to verify Vendor Assignee Group is blank. (thanks!)
-workflow is being set by escalation.
-I have verified that that the accounts I am testing with do not have 
unrestricted access.

I've noticed that when I create or modify workflow, changes do not take effect 
right away. Even after flushing mid-tier. Ie: setting field 112 from 123 to 
456 by escalation (which fires every 3 minutes). Sometimes it can take 10-15 
minutes to see the changes...

Thanks again Brian.

Marcelo Martinez


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Monday, November 19, 2012 12:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**
I would be careful with modifying field 1 on the OOB stuff.  Validate that your 
workflow is setting field 112 to what you want and that field Vendor Assignee 
Group is blank.  Also, check your execution order on your workflow.  The other 
thing you want to make sure is that people do not have Unrestricted Access.  
This will give them access to pretty much everything.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Saturday, November 17, 2012 10:28 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**
Hi Rod,
You are correct. But none of my support staff are part of that group; I have 
not defined any vendor support groups. And after overlaying field 1 and 
removing that permission, they still had access to view incidents.
I'm sure I'm missing something...

Thank you,

Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Saturday, November 17, 2012 1:25 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**

Hi Marcelo,

I think you will find that 112 is not the only dynamic access group used in 
ITSM. From memory field 1 is also set to allow members of group 60900 to view 
data. This group is for the vendor support group.

Check the permissions on 1 to confirm.

Rod
On Nov 17, 2012 9:08 AM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
Hello List,
I need your help. In our previous ARS 7.1/ITSM 7.0.03, I had an escalation that 
ran against the HPD:Help Desk form every few hours and looked for a specific 
support group assignment (ie. Assigned Group = HR Group). If the HR Group was 
the assigned support group, then it would do a set fields action and change 
fieldID 112 (Assignee Groups) to a particular group (ie 100300).  All 
members of the HR Group were part of the 100300 group; everyone else was 
not. This action allowed only members of the HR Group to be able to see 
incident tickets assigned to them.
If at any point the HR group reassigned the incident to any other team, a 
field, which fires on modify, would set fieldID 112 back to the original 
16 (group everyone is part of).

Now, we are moving to 7.6.04. I have created the 300 group and added members, 
escalation, and filter. But members NOT in the 300 group are still able to see 
incidents which have Assignee Groups = 100300.
My understanding is that EntryID (field ID 1) gets its permissions from 
Assignee Groups (field ID 112). I have verified my workflow and field ID 112 is 
being set correctly.
I have flushed cache and restarted ARS.. to no avail. I've read the docs and as 
I understand this should work. -As it did in 7.0.03.

Am I missing something here? Is 16 being set somewhere else? And is 
EntryID permissions any different than what they used to be?

Thanks and good weekend,

Marcelo Martinez

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Are_
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Re: Modifying Field 112

[Martinez, Marcelo A]

The reason I used an escalation was for the very reason you mentioned. Users 
normally call the help desk will all issues (including HR). If the help desk 
enters a ticket and assigns it to the HR Group, they will get an error after 
submit because they no longer have permissions to the ticket. Not a very clean. 
But, I do like your idea of the 2 filters.
I have not noticed the escalation degrade the performance of the system. At 
least in my old 7.0.03 system... we will see in 7.6.04 once I get it working.

I have made field 112 visible, and have verified that only the HR Group ID # is 
displayed in the field - not the Op Company that the group belongs to.  Now I 
have not yet checked on the Vendor Assignee Groups.

Thank you Brian


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Monday, November 19, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**
Marcelo,

You need to validate what is actually stored in field 112.  Why are you using a 
escalation?  It seems that this would put an unnecessary load on the system and 
may not have your desired results.  I would setup a filter that fires on the 
save button, which will set Vendor Assignee Group to $NULL$ and Assignee Group 
to the Group ID of your Support Group.  You want to use the Support Group and 
not the Operating Company the Support Group belongs to.  I would set the 
execution order high.  There are multiple modifications when a ticket is saved 
and they will overwrite your workflow if the execution order is not set right.  
Keep in mind that Tasks and Worklog entries inherit the ticket permissions, so 
you want to make sure the right values are getting pushed there.  The only 
issue you might run into is if you have other groups open up tickets for your 
HR group.  By setting field 112 on the filter action you will need to also add 
the submitter to field 112 or errors will pop up for the user submitting the 
ticket.  You can setup another filter to remove the submitter, say once HR puts 
the ticket in progress.

Brian

On Mon, Nov 19, 2012 at 10:01 AM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
Brian,
Thanks for replying.
-I have validated my workflow to ensure that field 112 is being set.
-I need to verify Vendor Assignee Group is blank. (thanks!)
-workflow is being set by escalation.
-I have verified that that the accounts I am testing with do not have 
unrestricted access.

I've noticed that when I create or modify workflow, changes do not take effect 
right away. Even after flushing mid-tier. Ie: setting field 112 from 123 to 
456 by escalation (which fires every 3 minutes). Sometimes it can take 10-15 
minutes to see the changes...

Thanks again Brian.

Marcelo Martinez


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brian 
Pancia
Sent: Monday, November 19, 2012 12:26 AM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**
I would be careful with modifying field 1 on the OOB stuff.  Validate that your 
workflow is setting field 112 to what you want and that field Vendor Assignee 
Group is blank.  Also, check your execution order on your workflow.  The other 
thing you want to make sure is that people do not have Unrestricted Access.  
This will give them access to pretty much everything.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Saturday, November 17, 2012 10:28 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**
Hi Rod,
You are correct. But none of my support staff are part of that group; I have 
not defined any vendor support groups. And after overlaying field 1 and 
removing that permission, they still had access to view incidents.
I'm sure I'm missing something...

Thank you,

Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Saturday, November 17, 2012 1:25 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**

Hi Marcelo,

I think you will find that 112 is not the only dynamic access group used in 
ITSM. From memory field 1 is also set to allow members of group 60900 to view 
data. This group is for the vendor support group.

Check the permissions on 1 to confirm.

Rod
On Nov 17, 2012 9:08 AM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
Hello List,
I need your help. In our previous ARS 7.1/ITSM 7.0.03, I had an escalation that 
ran against

Re: Modifying Field 112

[Martinez, Marcelo A]

Hi Rod,
You are correct. But none of my support staff are part of that group; I have 
not defined any vendor support groups. And after overlaying field 1 and 
removing that permission, they still had access to view incidents.
I'm sure I'm missing something...

Thank you,

Marcelo Martinez

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Saturday, November 17, 2012 1:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Modifying Field 112

**

Hi Marcelo,

I think you will find that 112 is not the only dynamic access group used in 
ITSM. From memory field 1 is also set to allow members of group 60900 to view 
data. This group is for the vendor support group.

Check the permissions on 1 to confirm.

Rod
On Nov 17, 2012 9:08 AM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
Hello List,
I need your help. In our previous ARS 7.1/ITSM 7.0.03, I had an escalation that 
ran against the HPD:Help Desk form every few hours and looked for a specific 
support group assignment (ie. Assigned Group = HR Group). If the HR Group was 
the assigned support group, then it would do a set fields action and change 
fieldID 112 (Assignee Groups) to a particular group (ie 100300).  All 
members of the HR Group were part of the 100300 group; everyone else was 
not. This action allowed only members of the HR Group to be able to see 
incident tickets assigned to them.
If at any point the HR group reassigned the incident to any other team, a 
field, which fires on modify, would set fieldID 112 back to the original 
16 (group everyone is part of).

Now, we are moving to 7.6.04. I have created the 300 group and added members, 
escalation, and filter. But members NOT in the 300 group are still able to see 
incidents which have Assignee Groups = 100300.
My understanding is that EntryID (field ID 1) gets its permissions from 
Assignee Groups (field ID 112). I have verified my workflow and field ID 112 is 
being set correctly.
I have flushed cache and restarted ARS.. to no avail. I've read the docs and as 
I understand this should work. -As it did in 7.0.03.

Am I missing something here? Is 16 being set somewhere else? And is 
EntryID permissions any different than what they used to be?

Thanks and good weekend,

Marcelo Martinez

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Are_
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Modifying Field 112

[Martinez, Marcelo A]

Hello List,
I need your help. In our previous ARS 7.1/ITSM 7.0.03, I had an escalation that 
ran against the HPD:Help Desk form every few hours and looked for a specific 
support group assignment (ie. Assigned Group = HR Group). If the HR Group was 
the assigned support group, then it would do a set fields action and change 
fieldID 112 (Assignee Groups) to a particular group (ie 100300).  All 
members of the HR Group were part of the 100300 group; everyone else was 
not. This action allowed only members of the HR Group to be able to see 
incident tickets assigned to them.
If at any point the HR group reassigned the incident to any other team, a 
field, which fires on modify, would set fieldID 112 back to the original 
16 (group everyone is part of).

Now, we are moving to 7.6.04. I have created the 300 group and added members, 
escalation, and filter. But members NOT in the 300 group are still able to see 
incidents which have Assignee Groups = 100300.
My understanding is that EntryID (field ID 1) gets its permissions from 
Assignee Groups (field ID 112). I have verified my workflow and field ID 112 is 
being set correctly.
I have flushed cache and restarted ARS.. to no avail. I've read the docs and as 
I understand this should work. -As it did in 7.0.03.

Am I missing something here? Is 16 being set somewhere else? And is 
EntryID permissions any different than what they used to be?

Thanks and good weekend,

Marcelo Martinez


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Re: direct link to change (or incident) ticket 7.6.04

[Martinez, Marcelo A]

Hello List - just checking if anyone had any input on this..

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, November 06, 2012 10:44 PM
To: arslist@ARSLIST.ORG
Subject: direct link to change (or incident) ticket 7.6.04

**
Hello List,
I would like to include a direct to a change request (or incident in some 
cases) on an email. I've tried different variations of the link w/o success. 
The best I can do is open the CHG:Infrastructure Change form in search mode. 
I've looked thru previous posts on the list but did clearly identify how to 
build the link. Does anyone know of documentation on how to build the link?

Thank you,

Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp


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direct link to change (or incident) ticket 7.6.04

[Martinez, Marcelo A]

Hello List,
I would like to include a direct to a change request (or incident in some 
cases) on an email. I've tried different variations of the link w/o success. 
The best I can do is open the CHG:Infrastructure Change form in search mode. 
I've looked thru previous posts on the list but did clearly identify how to 
build the link. Does anyone know of documentation on how to build the link?

Thank you,

Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp



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RBE - notify assignee of work info update from customer

[Martinez, Marcelo A]

Hello again List,

We have implemented Remedy's RBE engine; so far so good. I am looking into 
building a notification to the assignee when the work log is updated by the 
customer. In short, when the customer replies back to the email sent from 
within Remedy.
I've seen in the RBE that there is a 
actionnotifyassigneetrue/actionnotifyassignee action, but I don't know if 
that causes any action to happen. And if so, any workflow to fire.  The 
screenshot below shows the action. Is anyone successfully using this action? Or 
did you just create your own notification event?


Thanks

Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp




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inline: Picture (Device Independent Bitmap) 1.jpg

Re: Migrator question...

[Martinez, Marcelo A]

We just copy the DB over then re-apply the correct license key. This is on 
ARS7.1/ITSM7.0.03. not sure how it works on later versions.


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp

[cid:image001.png@01CDB74F.96A46CF0]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: Wednesday, October 31, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Migrator question...

**
Copying DB is faster and better option
You need to change few config post DB refresh

Ravi Rai


Date: Wed, 31 Oct 2012 14:54:08 +
From: richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Subject: Migrator question...
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG

**
Looks like we're going to need to use the migratory to create
a duplicate of our DEV system  for testing. This might be a dumb
question, but will migratory copy everything over from one system
to another or do I need to have the SQL DBA copy the SQL data
file from one system to another and then run the migratory and
copy from testa to testb? 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 
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inline: image001.png

remove change password link

[Martinez, Marcelo A]

Hello all,
We Recently started using ITSM 7.6.04. I would like to remove the change 
password link under Quick Links on the Applications slide out bar. Problem is 
when I log workflow, the log resets itself after a certain length... BMC knows 
of this issue but said it's fixed by a later version of the application.
Does anyone know of a way to remove that option from the application list?

Thanks,

Marcelo Martinez




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Re: remove change password link

[Martinez, Marcelo A]

Thanks Jason.
I didn't see an entry point on that form.. but, I am just now getting familiar 
with dev studio (I know, shame on me..) so I may have missed it.

The other thing I didn't like is that support people can change their own VIP 
and Sensitivity status.. bad bad..

Thanks again Jason

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, October 23, 2012 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: remove change password link

** We also removed it. Here is what we did:

1) Removed the Entry Point on the User Password Change form  (This takes care 
of the Application List)
2) On the CTM:People form we change the 'z2NI_ChangePassword' 303605400 
field visibility to False.

Jason
On Tue, Oct 23, 2012 at 11:26 AM, Martinez, Marcelo A 
marc...@cpchem.commailto:marc...@cpchem.com wrote:
**
Hello all,
We Recently started using ITSM 7.6.04. I would like to remove the change 
password link under Quick Links on the Applications slide out bar. Problem is 
when I log workflow, the log resets itself after a certain length... BMC knows 
of this issue but said it's fixed by a later version of the application.
Does anyone know of a way to remove that option from the application list?

Thanks,

Marcelo Martinez



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Re: MVP 2012 - Congratulations LJ Longwing!

[Martinez, Marcelo A]

I, also, am guilty of not voting this year. I’m blaming my current Remedy 
upgrade project which is taking up all my time… and is also the reason why I 
didn’t go to WWRUG this year; although I was approved to go – first time ever!  
However, I will vote and go to WWRUG next year.
Please keep the MVP alive.

LJ, congratulations!! I would have voted for you (my apologies)...  You have 
helped me out a few times before and I sincerely appreciate it.

Thank you,
Marcelo Martinez



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 23, 2012 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
Comparing to the registration could be misleading since many people are 
probably not active on the list. Why not compare as a percentage of the total 
number of unique users that have posted anything in the last year or two?

Also I missed the nomination/vote discussions completely when I was on leave.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
arslist
Sent: Tuesday, October 23, 2012 3:05 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
I just counted the number of votes again.
Using raw numbers of the number of registrations on the list,
1% voted. In other words, under 50 votes.

Let’s see if we beat that on comments about keeping it before you
get too excited about it returning.

The only reason I am ending it is because I think the level of voting reflects 
the level of interest;
and reflects that the arslist and participation in it is now for the most part 
taken for granted.

Activity on, and interest in, the actual list has not grown in the last couple 
of years, but certainly has not diminished either!

Keep Calm, Carry On.

Daniel
P.s. there were a lot of Hawaiin shirts, just there were so many attendees this 
year, 488 in fact
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: October 23, 2012 1:05 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
As I told LJ and the others in our midnight on discussion:
IF there is a really big, and by big I mean say, 10% of the list,
That sends emails or creates a really long thread about continuing it,
I might be convinced to bring it back.

But with 2.5% voting, although they usually reach the right conclusion,
It says to me that the ARSlist is a commodity now and there isn’t that much 
interest in
The Award.

To Clarify and somewhat repeat what I said at the conference:

There is no longer a separate session for the ARSlist Awards, it is part of an 
opening session dedicated to all awards

The ARSlist carries on, and for now as “just an email list”

Doing some Awards related to the ARSlist carries on
The ARSlist MVP Award  is now retired
I will be doing the 20th Anniversary of the ARSlist next year.

Twinkies and Hawaii shirts have a life of their own.
I will be throwing a wrinkle into that next year as well ☺

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Tami Palacky
Sent: October 23, 2012 11:31 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
Congrats LJ !!!
I hope you did a good job of convincing Dan continue with the awards.  i did 
vote and try to every year ... i dont do more on teh ARRList than read the 
posts everyonce in a while, but you do notice those that are helpful in the 
responses

On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote:
**

You had it coming a long time!

Joe
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functional role question

[Martinez, Marcelo A]

Hello all,
I am trying to assign one of my users the functional role that will allow them 
to create incident mgmt decision tree configurations.  They have the ability to 
create templates (Support Group Admin). But they cannot see the option to 
create decision trees or scripts.
Does anyone know what the role is?

Thanks,
Marcelo



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Re: functional role question

[Martinez, Marcelo A]

Thanks Natalie and Carl


Marcelo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Monday, September 24, 2012 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: functional role question

**
Hi,
it is not a role but a permission = Incident Config.

Cheers
Carl

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Martinez, Marcelo A
Sent: 24 September 2012 19:36
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: functional role question

**
Hello all,
I am trying to assign one of my users the functional role that will allow them 
to create incident mgmt decision tree configurations.  They have the ability to 
create templates (Support Group Admin). But they cannot see the option to 
create decision trees or scripts.
Does anyone know what the role is?

Thanks,
Marcelo


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Re: functional role question

[Martinez, Marcelo A]

Yes, the ITSM Permissions_Roles Utility is pretty handy. It addressed Incident 
Templates, but not Decision Trees.

Thanks Pat

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, September 24, 2012 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: functional role question

** I always use the below tool when I have  a question about the roles or 
permissions in ITSM.
A great tool to keep it in your admin help utilities folder.

https://communities.bmc.com/communities/docs/DOC-9005#comment-7957


On Monday, September 24, 2012 11:36:35 AM UTC-7, Martinez, Marcelo A wrote:
**
Hello all,
I am trying to assign one of my users the functional role that will allow them 
to create incident mgmt decision tree configurations.  They have the ability to 
create templates (Support Group Admin). But they cannot see the option to 
create decision trees or scripts.
Does anyone know what the role is?

Thanks,
Marcelo


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Re: functional role question

[Martinez, Marcelo A]

My bad… it does address Decision Trees. It’s the first line listed

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Monday, September 24, 2012 5:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: functional role question

**
Yes, the ITSM Permissions_Roles Utility is pretty handy. It addressed Incident 
Templates, but not Decision Trees.

Thanks Pat

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
patchsk
Sent: Monday, September 24, 2012 5:22 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: functional role question

** I always use the below tool when I have  a question about the roles or 
permissions in ITSM.
A great tool to keep it in your admin help utilities folder.

https://communities.bmc.com/communities/docs/DOC-9005#comment-7957


On Monday, September 24, 2012 11:36:35 AM UTC-7, Martinez, Marcelo A wrote:
**
Hello all,
I am trying to assign one of my users the functional role that will allow them 
to create incident mgmt decision tree configurations.  They have the ability to 
create templates (Support Group Admin). But they cannot see the option to 
create decision trees or scripts.
Does anyone know what the role is?

Thanks,
Marcelo


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Are_
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removing attachments

[Martinez, Marcelo A]

I have a request from one of our IT teams to remove attachments from a large 
number of incident tickets (I'm sure you can imagine why...).
My question is, is there a systematic way of removing these attachments?

ARS7.1/ITSM 7.0.03
Win2003/SQL2005

Thanks,
Marcelo



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Re: removing attachments

[Martinez, Marcelo A]

Thanks for the ideas Misi I can work with that

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, August 06, 2012 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: removing attachments

Hi,

Maybe a simple Modify-ALL where you set the slots to NULL?

Or an ACTL-Push-Fields where you set the fields to $NULL$.

Or an ESCL that runs every now and then ans just makes a simple
Set-Fields: attachslot1 = $NULL$ on old records.

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.

 I have a request from one of our IT teams to remove attachments from a
 large number of incident tickets (I'm sure you can imagine why...).
 My question is, is there a systematic way of removing these attachments?

 ARS7.1/ITSM 7.0.03
 Win2003/SQL2005

 Thanks,
 Marcelo



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Re: Remedy ITSM - SLM Milestones

[Martinez, Marcelo A]

I had a similar issue in v 7.0.  I ended up creating 2 identical milestones 
with different actions. Not a fix.. but at least a workaround.

Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, June 07, 2012 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM - SLM Milestones

Does anyone know what order the milestones are processed in the SLM module?

If a milestone has 3 actions,  does it do 1,2,3 or  3,2,1?

We have the following:
1) Page to pager (command line run process)
2) Text Message to Cell Phone (email)
3) Email to Exchange email address

2 and 3 work and 1 does not.  It works if we do it by itself.

Any ideas?  Switch order?

ITSM 7.6.04 SP2
ARS 7.6.04 SP3

Claire

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Re: query help

[Martinez, Marcelo A]

Thank you Doug. The Vendor form is using ARSYS.ARDBC.LDAP plugin; and it was 
created by a partner. 

Thank you for pointing me in the right direction.

Marcelo



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Thursday, March 01, 2012 6:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

Marcelo,

The key topic here is that you are saying the form is a VENDOR FORM.

Being a vendor form, the AR System passes the qualification criteria on to the
plugin code that was written.  That code is responsible for performing the
query and doing the processing.

So, the question is  Does that code have logic that supports the NOT
operation?

Is this a vendor form supplied by BMC or one that a partner has written, or one
that your company has written?

Once you determine that, then you know where to go to get the answer about
whether the code supports the NOT operation.

As you can see, the operation and the syntax does indeed work (all permutations
of the syntax as any parenthesis are extra in this simple query) when you are
going to a regular form.  That is because the NOT operation is fully supported
for regular and view forms by the AR System server.


What you will find in this situation (OK, I am only 99.9548694% sure that this
is what you will find) is that the code of the vendor form does not support
the NOT operation at all or is not doing something correctly for it in the
case of this query.

I hope this helps point things in the right direction,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 01, 2012 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

Tried NOT ('field1' LIKE %/%)   --no go
Tried (NOT ('field1' LIKE %/%)) -- no go

I'll expand on my request a little.

I have a vendor form reading active directory thru LDAP. One of the user's 
attributes is 'physicalDeliveryOfficeName' , some users have the value in this 
field as ABC/123 or ABC or AAA-123\123.  On this field, I only want to extract 
what is to the left of the /. 
Therefore, I used the string:
SUBSTR($physicalDeliveryOfficeName$, 0, STRSTR($physicalDeliveryOfficeName$,  
/) - 1)

This query works fine, except when there is no / , then I don't get that 
record.

Thanks everyone.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, March 01, 2012 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

Try it like this NOT ('field1' LIKE %/%)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 01, 2012 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

Thanks Axton. I've not used NOT before.
Your example does work querying the incident form, etc. But does not work on my 
vendor form (I said view form before, that's incorrect, my fault). Also 
'field1' is a character field... 

'field1' LIKE %/%   -- works and returns the expected results. But I want the 
opposite.

NOT 'field1' LIKE %/% -- no entries are returned.

Anything else I could try?

Thanks - Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, March 01, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

NOT 'field1' LIKE %/%

On Thu, Mar 1, 2012 at 3:21 PM, Martinez, Marcelo A marc...@cpchem.com wrote:
 **
 I've drawn a blank.. need help creating a query.

 I have a field (field1) on a view form that I want to search for all 
 records that do not contain symbol / (forward slash).
 Example of data in field:
 ABC/123
 ABB
 ABC/345
 DEF/555
 DEF
 XY

 I only need the query to return ABB, DEF, XY.

 I can do 'field1' LIKE %/%    ---but how do I do the opposite?

 I've tried: 'field1' != %/% ---this does not work.


 Thanks for the help,
 Marcelo


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query help

[Martinez, Marcelo A]

I've drawn a blank.. need help creating a query.

I have a field (field1) on a view form that I want to search for all records 
that do not contain symbol / (forward slash).
Example of data in field:
ABC/123
ABB
ABC/345
DEF/555
DEF
XY

I only need the query to return ABB, DEF, XY.

I can do 'field1' LIKE %/%---but how do I do the opposite?

I've tried: 'field1' != %/% ---this does not work.


Thanks for the help,
Marcelo



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Re: query help

[Martinez, Marcelo A]

Thanks Axton. I've not used NOT before.
Your example does work querying the incident form, etc. But does not work on my 
vendor form (I said view form before, that's incorrect, my fault). Also 
'field1' is a character field... 

'field1' LIKE %/%   -- works and returns the expected results. But I want the 
opposite.

NOT 'field1' LIKE %/% -- no entries are returned.

Anything else I could try?

Thanks - Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, March 01, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

NOT 'field1' LIKE %/%

On Thu, Mar 1, 2012 at 3:21 PM, Martinez, Marcelo A marc...@cpchem.com wrote:
 **
 I've drawn a blank.. need help creating a query.

 I have a field (field1) on a view form that I want to search for all records
 that do not contain symbol / (forward slash).
 Example of data in field:
 ABC/123
 ABB
 ABC/345
 DEF/555
 DEF
 XY

 I only need the query to return ABB, DEF, XY.

 I can do 'field1' LIKE %/%    ---but how do I do the opposite?

 I've tried: 'field1' != %/% ---this does not work.


 Thanks for the help,
 Marcelo


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Re: query help

[Martinez, Marcelo A]

Tried NOT ('field1' LIKE %/%)   --no go
Tried (NOT ('field1' LIKE %/%)) -- no go

I'll expand on my request a little.

I have a vendor form reading active directory thru LDAP. One of the user's 
attributes is 'physicalDeliveryOfficeName' , some users have the value in this 
field as ABC/123 or ABC or AAA-123\123.  On this field, I only want to extract 
what is to the left of the /. 
Therefore, I used the string:
SUBSTR($physicalDeliveryOfficeName$, 0, STRSTR($physicalDeliveryOfficeName$,  
/) - 1)

This query works fine, except when there is no / , then I don't get that 
record.

Thanks everyone.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, March 01, 2012 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

Try it like this NOT ('field1' LIKE %/%)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Thursday, March 01, 2012 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

Thanks Axton. I've not used NOT before.
Your example does work querying the incident form, etc. But does not work on my 
vendor form (I said view form before, that's incorrect, my fault). Also 
'field1' is a character field... 

'field1' LIKE %/%   -- works and returns the expected results. But I want the 
opposite.

NOT 'field1' LIKE %/% -- no entries are returned.

Anything else I could try?

Thanks - Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, March 01, 2012 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: query help

NOT 'field1' LIKE %/%

On Thu, Mar 1, 2012 at 3:21 PM, Martinez, Marcelo A marc...@cpchem.com wrote:
 **
 I've drawn a blank.. need help creating a query.

 I have a field (field1) on a view form that I want to search for all 
 records that do not contain symbol / (forward slash).
 Example of data in field:
 ABC/123
 ABB
 ABC/345
 DEF/555
 DEF
 XY

 I only need the query to return ABB, DEF, XY.

 I can do 'field1' LIKE %/%    ---but how do I do the opposite?

 I've tried: 'field1' != %/% ---this does not work.


 Thanks for the help,
 Marcelo


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OT: has anyone seen ME ServiceDesk

[Martinez, Marcelo A]

Has anyone taken a look at ManageEngine's ServiceDesk Plus?

It is a very light application, runs on MySQL, cheap, and installs faster that 
it takes to go get coffee. Oh, and it's ITIL ready.  Very good app for smaller 
companies. Has incident, problem, change, asset, self-service, dashboards...


Happy Friday

Marcelo


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Re: Links in the Home Page

[Martinez, Marcelo A]

Open up form Approval Central in your admin tool. Go to form form properties 
and remove the Enable Entry Point checkmark. Save. Is this what you did?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schon, Stuart
Sent: Wednesday, February 01, 2012 4:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Links in the Home Page

**
Change the permissions of the form to admin only (assuming there are no 
approvals) then only the admin staff can see it on the home page

Stuart Schon
Service Desk Systems - Manager

Fujitsu Australia Limited
2 Julius Avenue, North Ryde NSW 2113, Australia
T +61 2 9113 9435 M +61 458 592 245
stuart.sc...@au.fujitsu.commailto:stuart.sc...@au.fujitsu.com
au.fujitsu.comhttp://au.fujitsu.com

[X]
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Oyefeso, Bola
Sent: Thursday, 2 February 2012 09:20
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Links in the Home Page

**
This may sound stupid, but I have tried everything I know.  Does anyone know 
how to remove the Approval Central and the Overview Console links from this 
home page?  I have removed them from the entry mode, but they still show up 
anyway.
Thanks.


[cid:image001.jpg@01CCE105.64B79260]

Bola Oyefeso

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inline: image001.jpg

Knowledge Mgmt system

[Martinez, Marcelo A]

Hello List,
We are looking into implementing a Knowledge mgmt system.. currently looking 
into Remedy's.. what are other applications that you are using out there and 
how well does it integrate with ITSM? Did you buy canned KB articles? (i.e. MS 
office/SAP related, etc.)

We are running ITSM 7.0.03 going to 7.6.x in the coming months...


Thanks Listers

Marcelo

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Re: active link not working after import

[Martinez, Marcelo A]

I had an issue a couple months back where I exported a working AL to a .def 
file from DEV, but when I imported it to PROD a couple of actions' field 
references were switched. Was odd but an easy fix.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of NormD
Sent: Wednesday, October 26, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: active link not working after import

**
Thanks for the info.

Regards;
Norm

From: LJ Longwing [via ARS (Action Request System)] [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=6933040i=0]
Sent: Wednesday, October 26, 2011 10:53 AM
To: Dignard, Norman
Subject: Re: active link not working after import

Norm,
The problem is that with 7.6.4, the age old representation of @ as server is
somehow changing to * in the definitions.  In the case of AL's with Direct
SQL actions, it is causing an issue.  The 7.6.4 Dev Studio (all versions
that I have tested) convert the reference to 'server' to *, and then fail to
work with the clientsthe fix we have found is to export to an XML,
change the * to an @, and re-import the workflow.  This 'fixes' the workflow
until someone else modifies the same workflow again with the Dev
Studio...the procedure must be done againbut an export of the workflow
and import into another server still works.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[hidden email]/user/SendEmail.jtp?type=nodenode=6932947i=0] On 
Behalf Of NormD
Sent: Wednesday, October 26, 2011 8:28 AM
To: [hidden email]/user/SendEmail.jtp?type=nodenode=6932947i=1
Subject: active link not working after import

Remedy 7.6.0.4, Oracle 11g

Using the midtier interface, a user performing any operation that uses and
active link generates an error - cannot establish a network connection to
the AR system server

This error occurs when an active link that executes a SQL programmed command
is altered.  It is inconvenient to have to re-construct many active links.
This error also occurs when one of these active links is exported from one
server to another (eg. from our dev to test server).  There are too many
types of these active links to manually adjust during a release.

As time goes on we are using this functionality more, so more of our code
will break without us knowing about it until someone tries to use the
portions of the program that use it.

In our setup ARS server, midtier and Oracle db are all on the same host.

What is causing this issue and how do I address it?


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Re: Outgoing email address rejection list

[Martinez, Marcelo A]

Kelly,
Not a guru here but may be have an alternative. IF your blacklist of email 
address is for certain people, could it be possible to go into their people's 
record and set 'notification availability' to No ?

Just a thought..



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Tuesday, October 18, 2011 3:41 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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OT: ARS 7.1 / ITSM 7.0.3 / Exchange 2010

[Martinez, Marcelo A]

Maybe we'll all get lucky with 7.7 P7
Ok - that was my Friday un-humor.

We are using ITSM 7.0.03 w/ exchange 2007. Soon to upgrade to 2010.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Friday, September 30, 2011 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 / ITSM 7.0.3 / Exchange 2010

** Maybe 7.7  takes care of that..
On Fri, Sep 30, 2011 at 1:41 PM, LJ LongWing 
lj.longw...@gmail.commailto:lj.longw...@gmail.com wrote:
**
Looks like 7.6.4 supports Exchange 2007 at the highest


Remedy Email Engine (Windows)


Microsoft Exchange 2000, 2003 SP1, 2007 (64-bit)


Email/MAPI, IMAP, POP3, SMTP, MBOX



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Easter, 
David
Sent: Friday, September 30, 2011 10:54 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 / ITSM 7.0.3 / Exchange 2010

**

  Hi All - I am sorry to say I can't remember what version of ARS that started 
 the this version  up are supported.

7.5.00.  However it doesn't apply to 3rd party integrations - only to the base 
foundational components like OS, DB, app/web server, browser and JSP engine.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, 
Christie :CO IS
Sent: Friday, September 30, 2011 9:34 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: ARS 7.1 / ITSM 7.0.3 / Exchange 2010

**
Hi All - I am sorry to say I can't remember what version of ARS that started 
the this version  up are supported.

My question is: Our company is going to be upgrading to Office 2010 including 
all Exchange servers.  Before I can upgrade our ITSM from 7.0.3 to 7.6.4.  Will 
ITSM 7.0.3 work with Outlook 2010  Exchange 2010's MAPI protocol for incoming 
emails?

Thanks



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

tel: 503-415-5149tel:503-415-5149


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Re: Age old debate - categorizations

[Martinez, Marcelo A]

Rick,
I am interested in reading your whitepaper. I will go look for it.

We started (from BMC's recommendation) verb-noun-noun schema... then switched 
to noun-noun-verb (again per BMC's recommendation).  A few months ago @ one of 
the training sessions I attended, the recommendation (from BMC) was I want to 
  on my __.

I always wondered how BMC really intended the Tiers to work.. after all, they 
must have built the canned reports around a few of the category structures.. 
no? There must be a reason why Tier 1 is mandatory but not Tier 2 or 3...  many 
questions, that I never got an answer for.

BTW, ITSM 7.6.04 --- IMO, BMC has steered away from heavy use of the 
categorization, instead, they rely more on services, no?

Now to go look for that doc... (Thanks Rick!)

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, September 22, 2011 7:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Age old debate - categorizations

**

I would suggest that you read my white paper on the subject.  It is available 
on the BMCDN.

Rick
On Sep 22, 2011 8:31 AM, Brian Pancia 
panc...@finityit.commailto:panc...@finityit.com wrote:
 This topic comes up every once and awhile on arslist. I talked to a few
 people at WWRUG that have really struggled with this. I would be interested
 to see if we can have people submit 5 examples of operational categorization
 for Incident Management they use and why they chose the method. In the end
 we should end up with a pretty decent list that people can use when trying
 to define categorizations.



 Examples



 Incident - Application - Error

 Request - Password - Reset

 Request - Question - How-To

 Event - System - Approaching Threshold

 Inquiry - Suspicious Activity - Malicious Code



 I've used this approach to allow for reporting and setting business rules
 per ITIL process (incident, request, event, and security management). Tier
 2 is for the what under each process and lines up with an organizations
 services, technical areas, and key support areas. Tier 3 is a simplified
 explanation of the issue the user is calling about.



 I continually try to come up with different ways to simplify the
 categorization, so that it is useful to the business, but also easy enough
 for the Service Desk people to quickly chose the right categorization for
 the ticket. I really appreciate everyone's input and insight. I know this
 is always a burning issue for new Remedy admin/developers to seasoned.





 Brian Pancia
 President



 Finity IT, LLC

 44081 Pipeline Plaza, Suite 100-5

 Ashburn, VA 20147
 Tel: (571) 252-5090 x301
 Fax: (571) 222-0043
 mailto:brian.pan...@finityit.commailto:brian.pan...@finityit.com 
 brian.pan...@finityit.commailto:brian.pan...@finityit.com



 http://www.finityit.com/ www.finityit.comhttp://www.finityit.com



 Finity IT, LLC is a Service Disabled Veteran Owned Small Business (SDVOSB).
 Finity IT is a leading provider of IT Optimization services and solutions.
 Specializing in Service Management, Enterprise Architecture, and Solutions
 Arcitecture services.



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Re: ARSLIST awards from WWRUG11

[Martinez, Marcelo A]

Congrats to all who made the awards list!

And a big thank you to all the regular posters, y'all keep me sane (most of the 
time).



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Thursday, September 22, 2011 8:50 AM
To: arslist@ARSLIST.ORG
Subject: ARSLIST awards from WWRUG11

Hi list!

Live from the floor of the WWRUG conference ARSLIST awards session...

Farthest traveller at the WWRUG11 conference
Siriam Poramattakorn from Bangkok Thailand

ARSLIST about 6800 posts last year
Server delivers approximately 65000 emails each day

BMC customer awards (Doug Mueller)
Con-Agra foods, Dev Technologies, Research In Motion

Doug Mueller explained why Twinkies are significant food items at RUG's (yes, 
they are food)

Longest Thread
   Field ID outside of reserved range - warning

Most intriguing subject line
Smart Phone browser compatibility -Dolphin

Most off topic
We are looking for control-M experts on the east coast (deteriorated into 
discussion of breast feeding) (Column IT)

Wake up and smell the coffee awards
 (most posts)
  Joe D'Souza (281 in past year) (Joe also picked up his MVP award from 
last year)

Most valuable poster
Misi Mladoniczky

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad2
Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed 
to Steve Jobs :-)
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ARERR [552] - SQL Error 402

[Martinez, Marcelo A]

Receiving the following error.
I'm trying to run an ad-hoc report in INC module and am receiving this error. 
The error is not specific to any field on the INC form I am trying to report on.



After I click OK,  I receive the following Warning


I am the assignee on the incident. I can modify the incident. I am INC Master.
My help desk agents and other IT users can run ad-hoc reports against this form.
This issues does not happen when I try to report from any other forms..
Has anyone seen this?

Issue may be isolated to my ID/my machine..

Thanks,
Marcelo


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attachment: Picture (Device Independent Bitmap) 1.jpgattachment: Picture (Device Independent Bitmap) 2.jpg

Re: ARERR [552] - SQL Error 402

[Martinez, Marcelo A]

Forgot to list enviro
ARS7.1/ITSM7.0.03  Win2003/SQL2005

Looks like the issue only appears to happen when I try to ad-hoc report on an 
open incident. If I run a search for incidents, then select one, then report.. 
the issue does not happen. 

...odd




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Monday, September 19, 2011 4:02 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [552] - SQL Error 402

Receiving the following error.
I'm trying to run an ad-hoc report in INC module and am receiving this error. 
The error is not specific to any field on the INC form I am trying to report on.



After I click OK,  I receive the following Warning


I am the assignee on the incident. I can modify the incident. I am INC Master.
My help desk agents and other IT users can run ad-hoc reports against this form.
This issues does not happen when I try to report from any other forms..
Has anyone seen this?

Issue may be isolated to my ID/my machine..

Thanks,
Marcelo


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Re: 7.6.04 sp1 server specs

[Martinez, Marcelo A]

I would also be interested to hear from others running production systems on 
VMs. My company is pushing hard for all new systems to be on VMs; but something 
about sharing resources and bandwidth I do not like.

I am running a 7.6.04 64bit POC setup on VMs and it is as fast as molasses 
(with a user load of 1). 





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes
Sent: Wednesday, July 20, 2011 4:17 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 sp1 server specs

I just upgraded my dev server to ITSM 7.6.04 sp1 on a VM box with 2
processors and 8 gb of ram.
   We are running SQL 2008 on it's own server.

This setup is really slow so it concerns me what would happen if I move
to a VM for production.
 
I'm curious what others are using that are running a production version
of ITSM 7.6.04 on a VM.

Are you experiencing any response issues?  
What type of hardware setup are you using?


Thanks for your input.

Larry B.

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Re: Jumps in Incident ID numbers

[Martinez, Marcelo A]

Just an idea here.. What IF...

You create a custom form with some fields you'd like to capture. Then create 
workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate those 
fields on your custom form. You could capture user / timestamp / etc fields..

I have not tried this - don't know if it would work


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Michael
Sent: Thursday, July 21, 2011 2:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Jumps in Incident ID numbers

Thanks, I will look into that.

Not sure if they(management) want to make that customization, but it
never hurts to explore all options.

thanks again,
Michael

On Thu, Jul 21, 2011 at 12:34 PM, pritch pri...@ptd.net wrote:
 There's a couple active links you can disable that should stop that (I had a 
 similar issue with change).  They have the active links duplicated as filters 
 on submit so it generates it there.  I did have to put in a warning message 
 to give the user their ticket number.

 - Original Message -
 From: strauss stra...@unt.edu
 To: arslist@ARSLIST.ORG
 Sent: Thursday, July 21, 2011 3:26:09 PM
 Subject: Re: Jumps in Incident ID numbers

 Anything that tries to open a new ticket generates a new Incident ID, then if 
 the transaction is abandoned that ID is considered consumed and the Next ID 
 is incremented.  On ITSM 7.0 this occurred if you selected the Customer in 
 the ticketing form; in 7.6.04 it occurs when you open a new Incident (or 
 other) form, so the skipping of numbers will just get worse from here on 
 out.

 Christopher Strauss, Ph.D.
 Call Tracking Administration Manager
 University of North Texas Computing  IT Center
 http://itsm.unt.edu/

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael
 Sent: Thursday, July 21, 2011 2:22 PM
 To: arslist@ARSLIST.ORG
 Subject: Jumps in Incident ID numbers

 Hi all,

 ITSM  server 7.6.03
 Linux 2.6.18-238.9.1.el5
 Oracle 11g

 I am opening a ticket with Remedy support on this, but was wondering
 if anyone had seen this before.  We are getting constant jumps in
 Incident ID numbers.  For example:

 (Last 3 tickets created less than 5 minutes apart)

 INC00029396
 INC00029399
 INC00029401

 This is constant, and sometimes the jumps between numbers is random,
 sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over
 the place.

 Next Request ID Block size is set to 1 on the Configuration tab of the
 Server Information form.

 There is no Next Request ID Block size on:

 HPD:Help Desk
 HPD:CFG Ticket Num Generator

 Also, except for very minor customizations like a field name, or
 adding a field to the IM console, this is OOTB.

 Anyone seen this, or have any ideas?

 thanks!
 --
 Michael Hirst
 University of Arizona,
 UITS
 520-621-0867

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-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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Re: How to Retain the Incident ticket after saving it

[Martinez, Marcelo A]

I think you are referring to:
 
Inc ConsoleFunctionsApplication PreferencesIncident Mgmt (tab)After New 
Save = Modify Request After Submit





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bharad w
Sent: Friday, July 08, 2011 4:29 PM
To: arslist@ARSLIST.ORG
Subject: How to Retain the Incident ticket after saving it

Hi,

How can we retain the Incident Ticket in 7.6.04 SP1 after saving it . Do we 
have to change any setting in Incident management console.. any help is 
appreciated.

Thanks in advance

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track user usage

[Martinez, Marcelo A]

I am in need to track when 2 particular users login to Remedy. I want to at 
least be able to log date and time when login occurs (log out info would be 
cool too). Is this possible in my version of ARS??

ARS 7.1 / ITSM 7.0.03

Thanks,
Marcelo

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Re: How to rollback the changes once we depolyed on the server?

[Martinez, Marcelo A]

Doesn't 7.1 migrator keep a copy of the original workflow prior to it being 
modified? Maybe migratory has some fall back capabilities.. 
But as patchsk said, usually you document every detail in your change ticket. 
and test, test, test.. so you won't have to back out. :)



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Thursday, June 02, 2011 4:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to rollback the changes once we depolyed on the server?

There is no easy automatic way.
Incase of a mass release db restore is an ideal option.
But for small and medium releases it is not an ideal option.
Usually you create a change ticket per feature.
And document the workflow being touched on each change ticket and
attach the backup instructions with the code.
You can refer that during the rollback.
If you really  need to automate then you end up creating custom
scripts, I do not think not many people do that.



On Jun 2, 1:25 am, Vikram_Betholi betholi.vik...@gmail.com wrote:
 Hi,

 We are moving our code to production server using migrator scripts.If at
 some point of time we want to revert back particular functionality, how can
 this be done automatically?

 With Regards,
 B.Vikram.

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current users ITSM 7.0 / 7.1

[Martinez, Marcelo A]

Is there a way to export the list of users displayed on form AR System 
Administration: Manage User Licenses.
This table is populated from form AR System Administration: License Review.. 
but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating 
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who has 
never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo

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Re: current users ITSM 7.0 / 7.1

[Martinez, Marcelo A]

Ok... That was simple enough. Now I must go hide.. 

Thanks Andrew



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Wednesday, June 01, 2011 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: current users ITSM 7.0 / 7.1

I've always just highlighted all rows and cut and paste into excel :)

Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, June 01, 2011 9:38 AM
To: arslist@ARSLIST.ORG
Subject: current users ITSM 7.0 / 7.1

Is there a way to export the list of users displayed on form AR System
Administration: Manage User Licenses.
This table is populated from form AR System Administration: License
Review.. but that form cannot be searched.

I'm trying to gather a list of users which have either fixed or floating
licenses for the ARS, INC, CHG modules. And gauge utilization (i.e. who
has never logged in, etc.)

ITSM 7.0.03

Thanks,
Marcelo


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Re: 7.6.4 P1??

[Martinez, Marcelo A]

I installed 7.6.04 via the SSI. It would have been nice to have a SSI patch 
too. :)

I have downloaded the individual SP1 executables (ITSM, Server, Atrium, 
SLM...). now I need to install 



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, June 01, 2011 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

 They are in pieces

That is not true for Suite customers.  Suite customers can go to the BMC IT 
Service Management Suite 7.6.04 entry under Product Patches and see SP1 for all 
of the products within the Suite in one place.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vindhya Samarasekera
Sent: Wednesday, June 01, 2011 09:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 P1??

Hi Atul,

We downloaded this patch from the BMC site.   So it's out there.  They are
in pieces, you have to go to ITSM to get the patch 1 for that, Atrium to
get the Patch 1 for that etc...

Vindhya





  
  From:   Atul Vohra a...@protechsoftwareinc.com  
  

  
  To: arslist@ARSLIST.ORG   
  

  
  Date:   05/25/2011 07:37 AM   
  

  
  Subject:7.6.4 P1??
  

  
  Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG  

  





All,

I had seen few emails about Patch 1 for 7.6.4 but could not find it on the
BMC site. Any idea if this was released?

Regards
Atul

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Re: User Client 7.6.3 7.6.4sp1: Tabs, Tables, Printing

[Martinez, Marcelo A]

Shawn,
How about updated print drivers? Or different printer altogether.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shawn Stonequist
Sent: Tuesday, May 31, 2011 11:38 AM
To: arslist@ARSLIST.ORG
Subject: User Client 7.6.3  7.6.4sp1: Tabs, Tables,  Printing

Greetings list!

We are (still) upgrading from our 6.0.3 Remedy server to a brand new (Ok-
not that new...) 7.6.3 Remedy server. We encountered a new issue that I
can't figure out or find in the Archives (spent about 30 minutes, but not
really even sure what to look for).

This new issue that we found is that, when trying to print the record
details, if a Table field was displayed within a tab of a Page field and
refreshed to show its corresponding data, then the printout would repeat
the table over the upper left corner of the details, in addition to where
the table belongs under the tab. The only way around this (that we can find)
is to Print Preview first. The strange part is that it doesn't occur with
ALL tab/table combinations (and we can't figure out why).

For example, the form in question has 14 tabs (3 hidden). The first tab has
3 small tables, and various other tabs have between 1-4 tables. When Tabs 1
or 11 are selected and printed, they print just fine, everytime, without
fail. When any of the other tabs that have information are printed, they
print the double tables everytime without fail. I tried duplicating the
properties of both the tabs and the tables from those that work to those
that don't, but it has no effect. Using a development form, I tried to
recreate the conditions of the tables that work, but always failed (except 1
time, which I haven't been able to reproduce). It seems that it is only an
issue when there is a Tab/Table combination in play (we have many other
custom forms as well, without tabs, that have no issues what-so-ever).

We have even tried using 7.6.4 sp1 against our test server running the 7.6.3
server (as this combination resolved a number of other issues we were
having, like strange characters when copying/pasting, and an error that
occurs when a user chooses to accept the consequences of updating a record
after another user has since the last Get time). All results are the same-
we can't get rid of this ghost table image.

Any ideas?

Enviroment 1:
Remedy Server 6.0.3
Remedy Client 7.6.3

Enviroment 2:
Remedy Server 6.0.3
Remedy Client 7.6.4 sp1

Enviroment 3:
Remedy Server 7.6.3
Remedy Client 7.6.4 sp1

Thanks soo much in advance for any possible assistance!
Shawn Stonequist
EMNS, Inc.

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