Re: Running Remedy client User tool as PC user
I don't know with your version, but if you give admin rights to the AR System folder, they should not have any problems with the Remedy User Tool as a non Admin of their pc. Just did the same thing here. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Dwayne Martin Sent: Thursday, January 29, 2009 1:22 PM To: arslist@ARSLIST.ORG Subject: Running Remedy client User tool as PC user Dear List, Our university is pushing everyone into doing their PC work as User, and only using an Administrator account for installing software. But it seems that there are all sorts of features that don't work right when running the User tool as non-administrator. (I could have people launch the Remedy User tool as an administrator, but that is also a bother.) Is there a list of all the items that have to be set to get it to work? Dwayne Martin James Madison University (ARS and client tools 7.1 patch 3, RH Linux server, Oracle 10.2 db) STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Mysterious ancient services
There is a good chance you also have a Thin Client to manage the communications between the phones and Remedy. This will have a DDE string that does various things for you From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Tuesday, January 27, 2009 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: Mysterious ancient services Thanks, that at least gives me a heads up of where else to start looking. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com 701-306-6157 C From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Sanders Sent: Tuesday, January 27, 2009 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: Mysterious ancient services ** Hi William Those 2 services and the associated exe files were part of the CRM application (written originally by ?Baystone?, and bought out by Remedy many years ago). They were designed to queue up records to be processed, and then process them at a later stage. They were never incorporated as part of the base ARS server as far as I know. Also, I doubt that they were used in screen pops. If it's CRM, I'd start looking at DDE actions in the workflow. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == tel +44 1494 468980 mobile +44 7710 377761 email david.sand...@westoverconsulting.co.uk mailto:david.sand...@westoverconsulting.co.uk web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Tuesday, January 27, 2009 3:11 PM To: arslist@ARSLIST.ORG Subject: Mysterious ancient services We are de-constructing an old IVR integration that has been in use forever on a CRM 4.5 instance. We upgraded the AR servers and application to 7.x last year - the IVR integration is still chugging along on the old server. The problem is no one - literally - knows how it works at the actual mechanical/technical level. We conceptually know the system does a lookup to a remote table that is accessed through a view form in Remedy. There are two services running on the box and we don't know what they are or what they do. They might be custom written for this site - or they might be something standardized. They are called: Remedy Binary Queue Extractor Remedy Binary Queue Service I don't remember these evere being part of any Remedy 4.x application but then again it's been a long time William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com 701-306-6157 C __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Automated Reports
Thanks Peter and others, I tried modifying the macro with $TIMESTAMP$, but when the report was produced it had report$TIMESTAMP$ as the name. I will try the other suggestion. Again, thanks to all. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist Sent: Tuesday, September 02, 2008 4:29 PM To: arslist@ARSLIST.ORG Subject: Re: Automated Reports If you can alter the macros then try adding the timestamp to the 'to-file' parameter, eg to-file: x:\remedy\filename$TIMESTAMP$.csv If you don't like the timestamp format you could build the path and filename in a separate field and pass it to the macro as a parameter. Then the to-file parameter would be, eg to-file: $Filename$ where the Filename variable is set to, for example, x:\remedy\filename 20080902.csv Cheers Peter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: 02 September 2008 20:29 To: arslist@ARSLIST.ORG Subject: Re: Automated Reports Another way would be to rename the file after generating. This way you would not have to change any of your macros. You can generate date info using Set Fields and the MONTH, DAY, and YEAR functions and pass them into a routine that renames the output file. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Tuesday, September 02, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Automated Reports I have done this type of thing via perl scripting...create your 'template' macro and have it contain a unique value for the report name...then have perl generate the timestamp that you are looking for...make a copy of the template macro, edit the copy to have a different report name, then execute runmacro with the new macro instead of the template...then you can delete today's macro file. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon Sent: Tuesday, September 02, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Automated Reports I run a report each day via macros and escalations. The report has a name and it overwrites the previous report every day. Is there a way to have the name of the report end in something like TIMESTAMP so it does not overwrite the older report? CSS 5.0 ARS 6.0 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Automated Reports
I run a report each day via macros and escalations. The report has a name and it overwrites the previous report every day. Is there a way to have the name of the report end in something like TIMESTAMP so it does not overwrite the older report? CSS 5.0 ARS 6.0 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Find issues from days past
But if I run it during the middle of the week, will it not just go back 7 days giving me a mixed week report? I can see where that works if I run it at Monday Midnight, but not run on Tuesday getting the previous Mon - Sun. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rohini Prasher Sent: Thursday, August 28, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Re: Find issues from days past Hi Randy, You have to convert 1 or 7 to seconds like 1*24*60*60 or 7*60*60. Rohini From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon Sent: Thursday, August 28, 2008 6:15 PM To: arslist@ARSLIST.ORG Subject: Find issues from days past I am setting up an escalation to run a report on tickets created the previous day, previous week, and previous month. Is there anyway to do something like $Date$ - 1, or $Date$ - 7? I want to capture the entire previous day, month, or week. I know Crystal can do this, but I do not want to use Crystal at this time. ARS 6.0 CSS 5.0 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Screen pop-up using a macro?
I would recommend using an ARTask. We used to use Macros with screen pops, but ARTask is much cleaner. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Coby West Sent: Friday, June 13, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Screen pop-up using a macro? If anyone knows how to pop open a remedy form using a macro I would greatly appreciate help with this. Thank you, Coby __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Replacing test data with live
Could you please share those scripts? I am having problems after I updated my DR server from the Prod DB. Embedded server references are not something I thought about. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Thursday, April 10, 2008 8:09 AM To: arslist@ARSLIST.ORG Subject: Re: Replacing test data with live We do this often in our systems. The only thing I am aware of that is an issue is server references in the different databases. We have scripts that we execute to replace embedded server references. I might also add that I am in a SQL environment. HTH, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Thursday, April 10, 2008 8:03 AM To: arslist@ARSLIST.ORG Subject: Replacing test data with live Dear List, We have two separate Remedy systems each with its own database, one a test/development system and the other a live/production system. We try to keep them in sync, but don't always succeed. Our dba is suggesting simply replacing the data in the test database with data from the live database. Are there any pitfalls that we should be aware of? (ARS 7.1, RH Linux server, Oracle 10.2 db) Dwayne Martin James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 - Task - Status Reason (Spelt Wrong)
It can be spelled both ways. Canceled is the more American way. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, April 10, 2008 10:44 AM To: arslist@ARSLIST.ORG Subject: OT: ITSM 7 - Task - Status Reason (Spelt Wrong) Not sure if anyone has seen this or reported it to Remedy, but the Status Reason in Task Canceled is spelt wrong - should be Cancelled. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Filter Guide
And double bonus for making Joins of Joins of Joins of Joins. Randy From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug Sent: Wednesday, March 19, 2008 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Filter Guide Yes a filter guide can call a filter guide can call a filter guide...etc (CSS anyone - the people that developed CSS got extra pay based on number of Filter and Active Link Guides) Doug :-) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tadeu Augusto Dutra Pinto Sent: Wednesday, March 19, 2008 11:22 AM To: arslist@ARSLIST.ORG Subject: Question: Filter Guide Hello crazy people! Is it possible to create a Filter Guide that calls another Filter Guide?? What are the exceptions about this? P.S.: I wanna have a loop inside another loop I'm using: AR Server 7.0.01 Patch 4 AR Admin 7.0.00 Patch 1 DB Oracle 10g OS AIX 5.3 Thankx Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq Fone: 41 2107-5736 - HSBC Outsourcing - Confiabilidade, Inovação e Qualidade em T.I. DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: DST - Leap Year Issue with Date Only fields
If you are on ARS 6.3 there is a patch for this problem. We had the same problem, but we are on 6.0 and would need to upgrade to 6.3 and install the patch. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michelle L Sent: Wednesday, March 12, 2008 11:29 AM To: arslist@ARSLIST.ORG Subject: DST - Leap Year Issue with Date Only fields Hey Y'all: Remedy ARS 6.3 P23 (Server is in Central time zone) Windows 2003 SQL Server 2000 Admin tool ARS 6.3 P23 User Tool 6.3 P23 and 7.0.1 Patch 005 We're not sure if this issue is DST only related or DST and Leap Year related. We discovered an interesting phenomenon when we reviewed records in various forms with Date fields (not Date/Time). On March 9, 2008 starting at 3:00 AM and continuing through the remainder of the day, any Date field set with $DATE$ was set to March 8, 2008. It didn't matter what time of day it was. Date/Time fields were appropriately set to March 9, 2008 and current time. We had to update thousands of records in various forms. Did anyone who is still on Remedy ARS 6.3 experience this? Thanks, Michelle == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Terrible performance - 6 concurrent users
Since you are using SQL 2000 you might want to use Perfmon through SQL to capture queries to the DB lasting more than X seconds. Run it for a few minutes and see what table/s are slow. Run something like this to the trace file you set up with perfmon to look at problems; Select * from TraceFile (nolock) Where Duration 1 From here you can then look at indexing. Updating stats. I suspect one or more of your queries are causing a table scan Might also have some pushes that use the condition of 0=1, or 1=2, you may want to change or remove these. Hope some of this helps, I have lived through before. Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh Sent: Tuesday, January 22, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Terrible performance - 6 concurrent users We've only been live for 3 weeks now and they've been complaining about performance for the past 2 weeks - which is about when everyone started really using the system. So there haven't been any major changes (no patches, no big customizations). I'll check the network settings and ensure we are set to full duplex. The DB has plenty of free space - I'll try running the profiler and comparing that with what I'm seeing from the API+SQL ARS logs. When I log in using the User Tool I also see pretty weak performance. We are using the windows client, nobody is using the web client. Thanks! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com http://www.americansystems.com/ phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Tuesday, January 22, 2008 11:56 AM To: arslist@ARSLIST.ORG Subject: Re: Terrible performance - 6 concurrent users ** Can you execute the query that took the 25 seconds from the ARS Server Machine? I assume you executed it on the SQL System... Has it always been this way, or has something changed lately? One thing to check is the Network connections/performance between the SQL Server ARS Server (I like iPerf.exe myself) If you are running Gig-E, check that the NIC Cards are configured for FULL Duplex, and the SWITCH is configured for FULL. (Do not allow AUTO on any settings, as this has known isssues) Check the database for enough free space, SQL Server hangs when expanding the data-files so to say. However you are on the correct stance, API+SQL... From the database standpoint you can always turn on Profiler, and record any query/update which takes longer than 10 seconds to execute, etc. Then manual compairson between API+SQL Profiler... Lastly, if you remove console (or go to) the ARS Server, using User Tool, do you see the same performance results? And are your users utilizing the client or web?? Good luck On Jan 22, 2008 8:42 AM, Harry Pugh [EMAIL PROTECTED] wrote: ** Hi, I'm running into some pretty bad performance problems with what should be a pretty simple setup for Remedy and ITSM 7. Our help desk users are experiencing delays of up to 30 seconds just when pulling up the dropdowns for the Operational Categorizations. They're experiencing delays from 45 seconds to a minute just to pull open an Incident form. Saving an incident takes up to 20 seconds. We only have 6 concurrent users out of a user base of 22. We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with 2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL Server 2000 on a separate box with a lot of RAM and RAID 5 storage. The avg. cpu % on the ARServer is very low ( 3%) and ARServer.exe is taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM, and arplugin.exe is taking close to 28MB of RAM. I turned on SQL and API logging and used the LogAnalyzer tool to run through the SQL logs. I'm showing one query that one of my users executed that took 26.358 seconds to complete - when I copy and paste the SQL Command into SQL Server Management studio it executes and returns the result immediately. There are also some queries run by the Remedy Application Service that claim to take 300 seconds to execute - again it returns immediately when I run the query on my own. So something must be blocking these queries, but what? As far as Incident is concerned, we're running a pretty out of the box setup for ITSM 7. The API log analysis looks pretty bad as well, I saw a lot of long running commands: * 20.85 seconds (executed by a user): +SE ARSetEntry - schema HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP address a.b.c.d
Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS
In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2 forms. With the new method, we are running into all kinds of problems. It appears that the Microsoft CTFMON.exe is coming into play frequently making the macros not work. We have disabled these and it still comes back on reboot. I am told that this Cisco IPCC and Desktop can not do a run command calling Remedy macros and supplying needed parameters. Does anyone out there have Cisco IPCC and desktop agent and Remedy user tool that has workable screen pops. I am told that all past screen pops were done with companies that use Remedy on the web and our user tool is causing them problems. I find it hard to believe this can not be done. ARS 6.0 CSS 5.1 Win 2000 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS
Thanks Justin, We are using IPCC 7.1.4 Cisco Unified Contact Center Enterprise 7.2 Cisco Agent Desktop 7.2 When their macros call 1 of 2 remedy macros it first sets focus to Remedy, then does ctrl I. Calls Remedy macro to pull up the correct form then it populates the parameters and simulates, Enter. At this point it appears the ctfmon comes into play and interferes with the pops. We have tried many suggestions to disable ctfmon, but it always comes back eventually. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hunter, Justin (West Chester) Sent: Monday, December 10, 2007 9:56 AM To: arslist@ARSLIST.ORG Subject: Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS Randy, Which flavor of IPCC and CAD are you using? We have had no problems to date performing screen pops within the Remedy user tool from IPCC-E. Justin Hunter Lead Technical Specialist - CET Comcast Cable Communications, Inc From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Randy Simon Sent: Monday, December 10, 2007 9:40 AM To: arslist@ARSLIST.ORG Subject: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS ** In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2 forms. With the new method, we are running into all kinds of problems. It appears that the Microsoft CTFMON.exe is coming into play frequently making the macros not work. We have disabled these and it still comes back on reboot. I am told that this Cisco IPCC and Desktop can not do a run command calling Remedy macros and supplying needed parameters. Does anyone out there have Cisco IPCC and desktop agent and Remedy user tool that has workable screen pops. I am told that all past screen pops were done with companies that use Remedy on the web and our user tool is causing them problems. I find it hard to believe this can not be done. ARS 6.0 CSS 5.1 Win 2000 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Verizon VoIP with Cisco IP Phones
After converting to Verizon VoIP and Cisco IP phones our Remedy Screen Pops work only occasionally. We have narrowed it down to the ctfmon.exe process that is interfering with the macro function of popping the form. Looking at Microsoft web site we can disable this exe, but it is not recommended by MS. Disabling it works, but it has to be performed on each desktop, lots of work Doesn't look like a good solution. Has anyone seen this same problem, and if so, any solution other than the one mentioned here? Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 www.orcc.com Nasdaq: ORCC STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Cisco Macro with ScreenPops
Not sure I sent this correctly the first time. I am having a problem with a changing a menu value with a macro on one form. I need to change the default value from Last Name to another value Phone Number using a Cisco Macro. Cisco Macros doesn't record mouse clicks, it only records tabs, short cuts, enter, etc, but not mouse clicks. Does anyone know of a way to change the menu value without using mouse clicks? ARS 6.0 CSS 5.0 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Cisco Macro with ScreenPops
Thanks Rick, I will forward this on to our partner trying to create this for us. I think this will work. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, October 17, 2007 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Cisco Macro with ScreenPops ** If my read of your question is correct, what you want to do is move the cursor in a Remedy form from one field to another, then select a value from a menu in that field, without using the mouse. You can do that. The Tab key should take you from one field to the next - the tab order defaults to Top -- Bottom, Left -- Right, so that the field in the far upper left corner would be the first one, followed by the field to that field's immediate right with the same Y coordinate. If there is no field with the same Y coordinate, the next highest Y coordinate is used. Customized tab orders can be set manually within each view of each Remedy form, and usability rules dictate that they should be, at least on the more publicly used forms. To open the menu, use [ALT] + Down Arrow. You can then use either your arrow keys or the first character of the selection value you wish to choose to move within the list of menu items. Pressing Enter when you have highlighted a value will select that value. This works with both selection fields (like Status) and menu fields (like Categorization). Hope this helps, and let us know if you were really asking a different question. Rick On 10/17/07, Randy Simon [EMAIL PROTECTED] wrote: ** Not sure I sent this correctly the first time. I am having a problem with a changing a menu value with a macro on one form. I need to change the default value from Last Name to another value Phone Number using a Cisco Macro. Cisco Macros doesn't record mouse clicks, it only records tabs, short cuts, enter, etc, but not mouse clicks. Does anyone know of a way to change the menu value without using mouse clicks? ARS 6.0 CSS 5.0 SQL 2005 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly , VA 20251 __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity(ies) to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
I use a BMC approved third party support partner and couldn't be happier. They are located in Florida and all of them are very experienced and all speak English. Great group of guys to work with!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, September 18, 2007 10:11 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support I have already put my two cents in on this one concerning the quality of support that we have received and have been watching this thread with interest. The one thing I haven't seen mentioned is any of the U.S. Federal customers concerns. I know that my federal customer is EXTREMELY concerned with our support being provided by non-us support personnel, too the point where they have been talking about looking for a U.S. only solution. All concerns on this issue raised to our BMC Federal Sales staff have been met with silence. I for one would be interested to know if there are other federal customers out there that share my customers concerns. Dave Catch up on fall's hot new shows http://us.rd.yahoo.com/tv/mail/tagline/falltv/evt=47093/*http:/tv.yahoo .com/collections/3658%20%0a on Yahoo! TV. Watch previews, get listings, and more! __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Saved Searches
When I go to Action/My Searches where can these searches be found? I received a new PC and saved everything in my Home folder, but I can not find them. I did find a file that had them (user_saved.srh) but when I look in Action/My Searches, I can not see any saved searches. Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 www.orcc.com Nasdaq: ORCC STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Require a search field to have more than 1 character before it sear ches
I have a Character field on one of the Console forms. This searches for a unique customer number. Is there a way I can require at least 2 characters or more be entered before it searches? CSS 5.0 ARS 6.01 Win 2000 SQL 2000 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 703.653.2170 703.653.2179 fax www.orcc.com Nasdaq: ORCC STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Resolved: Require a search field to have more than 1 character befo re it sear ches
Thanks for all the ideas everyone, I can run with this now. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rob Dudley Sent: Wednesday, March 14, 2007 9:56 AM To: arslist@ARSLIST.ORG Subject: Re: Require a search field to have more than 1 character before it sear ches ** Randy - The way this could be done is to create 2 AL's and 1 zTmp field: Create a hidden zTmpField (Character) on the form. 1st AL - Execute on Button Click (Search button I suppose) RunIF: (none) Action - Set Fields Set zTmpField = LENGTHC($SearchField$) 2nd AL - Execute on Button Click (Search button) RunIF: 'zTmpField' X (where X=your number count) Action - Message Error: You must enter X characters in order to search (or something like that!) On 3/14/07, Randy Simon [EMAIL PROTECTED] wrote: ** I have a Character field on one of the Console forms. This searches for a unique customer number. Is there a way I can require at least 2 characters or more be entered before it searches? CSS 5.0 ARS 6.01 Win 2000 SQL 2000 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly , VA 20251 703.653.2170 703.653.2179 fax www.orcc.com http://www.orcc.com/ Nasdaq: ORCC STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Display Group List in Names
I have a field called Submitters Group. On submit it sets field Submitters Group=$GROUP$ I think that is what you are looking for. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Niu, Jason Sent: Wednesday, February 07, 2007 11:28 AM To: arslist@ARSLIST.ORG Subject: Display Group List in Names ** We were trying this for over 3 hours, can't figure out how this can be done. We want to display all the groups that a support person is a member of, on windows open of a form. In User form, the group list stores group IDs in the database, I was trying to convert the IDs to names, using replace, substr functions, and direct SQL didn't work. Remedy User tool can display group names when User form is opened; nothing was captured in workflow logging on how remedy convert group name from group ID. Can someone shed lights? Tia, Jason Niu Sr. Remedy System Engineer Remedy System Operation GETS - Enterprise Systems Management Email: mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] 135 W 50th Street, NYC,NY,10020 - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions. If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please reply to the sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, New York, NY 10105. __20060125___This posting was submitted with HTML in it___ STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Areattachment: Pie_Charts_Bkgrd.JPG
Re: Filters limit for an operation ???
I have mine set to as high as it will go in the Admin tool without any problem. From time to time need to run a process that needs the MAX. Sometimes I need to change it at the ar.cfg file. Please remember why it is there, to prevent endless loops. Caution will be all you need. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Tarun Kumar SHARMA Sent: Wednesday, January 31, 2007 10:37 AM To: arslist@ARSLIST.ORG Subject: Filters limit for an operation ??? Hello, Is anybody using limit for (File-Server Information-Maximum filters for an operation) 1 ? Does it work fine if the limit changed from 1 to 25000 ? If somebody knows please share. We have ARS 6.3,Helpdesk 6.0 and currently it is working on limit 1. But up to this limit one of our process is giving 'Too many filters error'. Logical breaking of the process is very difficult for us. So we need the solution by increasing the limit of filters. Regards, Tarun ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You.
Turn off Workflow during the delete process
I have workflow that archives issues after a certain time frame and deletes the issue on the issue table. I have found that all the issues get archived, but some of the deletions do not happen because some normal workflow stops it. Is there a way to run Application-Delete-Entry where the filters do not come into play? ARS 6.0 CSS 5.0 Win 2000 SQL 2000 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 www.orcc.com Nasdaq: ORCC STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact us immediately and delete the material from any computer. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: CSS Application's OTB AL contents please....
** It simply calls the guide SPRT:Share: Console: Set Dashboard Fields. It is activated via double click, refresh button or menu row choice. ThatAL guide has 15 active links. -Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Joe DeSouzaSent: Tuesday, October 03, 2006 2:57 PMTo: arslist@ARSLIST.ORGSubject: CSS Application's OTB AL contents please** Hello Listers, If anyone out there is running the Remedy CSS application - I would like to know what are the contents of the AL:SPRT:SHARE:Console:Refresh IssueHighlights Apparently there is a guide contained within this AL, but I have reasons to believe that the original guide has been accidentally 'changed' and then saved and this change had gone unnoticed thus later resulting in an error that they are currently experiencing here. Unfortunately I do not have a clean installation of CSS to compare this AL with. So if anyone out there has a clean copy of this AL, could you please tell me what are the actions contained within it. Cheers Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. __20060125___This posting was submitted with HTML in it___ STATEMENTOFCONFIDENTIALITY: Theinformationcontainedinthismessageoranyattachmentstothismessageareintendedonlyfortheperson(s)orentitytowhichitisaddressedandmaycontainconfidentialand/orprivilegedmaterialaswellasbeingprotectedfromdisclosure. Anyreview,retransmission,disseminationorotheruseof,ortakingofanyactioninrelianceupon,thisinformationbypersonsorentitiesotherthantheintendedrecipientisstrictlyprohibited.Ifyoureceivedthisinerror,pleasecontactusimmediatelyanddeletethematerialfromanycomputer. ThankYou. __20060125___This posting was submitted with HTML in it___
Close New Issue view after saving
** When we create a new issue, we click a button, Open New Issue. This brings up a new issue, we complete the form and click Save. We have workflow to show the saved Issue form, in order to change it if necessary. What happens is there is a new issue view behind the search view. We would like the new issue form to close after saving and presenting the saved form. How do I get rid of the new form at this point? ARS 6.0 CSS 5.0 Win 2000 SQL 2000 Randy Simon Remedy Admin Online Resources Corporation 4795 Meadow Wood Lane Suite 300 Chantilly, VA 20251 www.orcc.com Nasdaq: ORCC STATEMENTOFCONFIDENTIALITY: Theinformationcontainedinthismessageoranyattachmentstothismessageareintendedonlyfortheperson(s)orentitytowhichitisaddressedandmaycontainconfidentialand/orprivilegedmaterialaswellasbeingprotectedfromdisclosure. Anyreview,retransmission,disseminationorotheruseof,ortakingofanyactioninrelianceupon,thisinformationbypersonsorentitiesotherthantheintendedrecipientisstrictlyprohibited.Ifyoureceivedthisinerror,pleasecontactusimmediatelyanddeletethematerialfromanycomputer. ThankYou. __20060125___This posting was submitted with HTML in it___
