Re: Verizon Walnut Creek,CA Remedy position

[Ray Gellenbeck]

agreed.  10 recruiters later (literally), I'm starting to cringe just at
the name of Walnut Creek.

On Fri, Oct 23, 2015 at 5:29 PM Rick Cook  wrote:

> **
>
> Yeah, I talked to some folks a while ago about positions there.  The rates
> don't reflect a Bay area economy.
>
> Rick
> On Oct 23, 2015 5:27 PM, "Joe D'Souza"  wrote:
>
>> I have had some contact with a couple of recruiters too and the rates seem
>> below current average rates that most recruiters that contacted me have
>> quoted.
>>
>> Cheers
>>
>> Joe
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Samuel J Albury III
>> Sent: Wednesday, October 21, 2015 2:18 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Verizon Walnut Creek,CA Remedy position
>>
>> Whoever decides to take this position, please update the list that its
>> filled. There are at least 15 recruiters calling everyone for this.
>>
>>
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Re: Who is using Remedy in a Cloud based environment, excluding Remedy on Demand

[Ray Gellenbeck]

I have been involved with Remedy for 17 years now.  I too carry a love for
what it was before support was gutted and the software grew more and more
problematic.  I have fond memories of the Pleasanton campus and the
community as it was.  Time moves on.  The last 5 years have been
challenging, like watching a family member with a substance abuse problem
slowly spiral out of control.  Few people embracing Remedy today have found
it beneficial to their recent careers, customers and consultants alike.
Expand your tool skill set as the previous person said.

On Thu, Aug 27, 2015 at 8:22 AM Lee Cullom <
lee.cul...@northcraftanalytics.com> wrote:

> **
>
> Keith,
>
>
>
> To answer your question, less than 1% of the roughly 1,200 U.S. customers
> would be doing this today.  If people are hosting Remedy in a cloud, it’s
> Remedy on Demand.  If they did, it would be with Amazon EC2.
>
>
>
> Of course, you’re a statistical anomaly to begin with, in that you’ve
> remained custom, which only about 10% of the U.S. customer base has done
> (roughly).  Jason Miller pipe down, there aren’t that many (in fact, there
> are about 120).  It’s actually a really smart thing to do from a cost
> perspective, so I’m not knocking it.  But, when BMC made the move to
> transition the customer base from custom to OOB ITSM, it really did work.
> Buy vs. Build is a very powerful argument.
>
>
>
> Philosophically, I think you should be ALL custom or nearly all OOB, due
> to reduced implementation costs.  This is theoretical too in that many
> times you could have a massive upgrade bill to upgrade something that
> hasn’t really been heavily customized.
>
>
>
> As an aside, interestingly, now that I’m seeing all of these ServiceNow
> implementations, it’s like going back to Remedy Help Desk 4.0.  There isn’t
> much there, so people customize the s%^& out of it.  Then, they run into
> huge upgrade bills… In theory, they would question why they made the move.
> But, the fact is that the previous team that implemented the prior solution
> (that has been replaced) is no longer with the company 80% of the time.
>
>
>
> So, what’s the lesson?  If you’re a developer, do NOT fight the new
> platform, you will be marked for death in your company.  If you want to
> stay in the Remedy space, begin the interviewing process as soon as you
> hear someone speculating that there might be a new platform, because that’s
> just a political way of saying that it is a foregone conclusion (most of
> the time).
>
>
>
> “OT Lee”, former Remedy lover, never a hater.
>
>
>
> *Lee Cullom** | President | Northcraft Analytics*
>
> *IT Metrics Specialist | Business Intelligence Applications for IT*
>
> *Direct - 678-438-7244 |* *http://www.northcraftanalytics.com*
>
> *Main - (678) 664-ITSM*
>
> [image: cid:image003.jpg@01CD6684.40E6DBC0][image:
> cid:image004.jpg@01CD6684.40E6DBC0][image:
> http://citadel.sjfc.edu/students-virtual/A/act00294/public_html/webdesign/Responsive%20Web%20site/images/youtube.png]
>
> What is Northcraft Analytics? Find out in 87 Seconds.
>
>
>
>
>
> THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS
> HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A
> CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND
> NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sinclair, Keith
> *Sent:* Tuesday, August 25, 2015 3:22 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Who is using Remedy in a Cloud based environment, excluding
> Remedy on Demand
>
>
>
> **
>
> Hey,
>
>
>
> How many of you are hosting your Remedy system(s)  in a cloud-based
> environment? If you are then:
>
>
>
> 1.  What version?
>
> 2.  Custom apps or ITSM or both?
>
> 3.  Which OS & DB combo used?
>
> 4.  Any integrations?
>
> 5.  Pros & cons for moving to cloud?
>
>
>
> I’ve been asked to look into moving our custom app environment into the
> cloud and I wanted to get as much real-world info as I can.
>
>
>
> Thanks,
>
>
>
> *Keith Sinclair*
>
> Remedy Development
>
> ShopperTrak Chicago, USA
>
> *O* 312.676.8289
>
> ksincl...@shoppertrak.com | shoppertrak.com
>
> *Retail Profitability, Improved.*
>
>
>
> _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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Re: ARS 8.1 taking very long time to come UP(10 mins)

[Ray Gellenbeck]

12 min???  And your SQL logs (or DBA) confirms that the SQL database isn't the 
choke-point?

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Mid-tier password reset

[Ray Gellenbeck]

I have a client that has no clue what their mid-tier admin password is.  I 
can't find the KB that used to be out there (or at least easier to find) that 
covers how to reset the mid-tier admin password.  Any kind souls have it 
bookmarked or prove better at finding it?

Cheers!

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Re: Mid-tier password reset

[Ray Gellenbeck]

Thanks.  I bet myself you'd be the one to reply first ;)  I appreciate it.

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Re: The ~! for filter names

[Ray Gellenbeck]

It's all good folks, I admit I was having a lazy moment as it had been so long 
since I used it that I could not remember the exact syntax, could not find it 
in the wiki-style online docs (try searching for it, won't work) and asked here 
to be sure and get nudged to the proper syntax, which worked as a post came in 
about the time I downloaded my 7.6.x master index and looked it up there.

No call for a change.  Just a forgetful old man asking his peers for 
reinforcement.  Have a great weekend.

p.s.  I already stirred my quota of pots by adding a request on the community 
board for naked ARS (no ITSM or other libraries) to be re-added as a SKU for 
those of us who want a pure development platform. ;)  If you agree, vote it up!

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Function: Convert String to Integer

[Ray Gellenbeck]

Another I can't believe I've forgotten this and can't find it in the docs 
post...

Wasn't there a function that took a string and, presuming they were numbers, 
let you drop the integer equivalent into an int field?

something like IntField=INTEGER($CharField$)

I see currency conversion fields, but no text-to-number or number-to-text 
fields, and I know at least one direction will give you a mismatch error if you 
try just shoving one into another.

Thanks in advance (and a beer at Insight 2015) to the first reply with the 
answer ;)

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Re: Naked ARS (was: The ~! for filter names)

[Ray Gellenbeck]

Thanks.  The whole point was that some people don't even KNOW that the engine 
is, well, an engine unto itself.  There seems to be a trend (marketing?) to 
present the image that Remedy is ONLY CMDB/ITSM.

It's always challenging to explain to customers that those are just apps 
running on a (very nice) workflow engine underneath.  I'm all for canned apps 
where they make sense.  Ease of upgrade path, support, etc etc.  However, small 
steps seem to keep happening in the product evolution over the last few 
versions to slowly close off the custom-build path and I'd just like to ask 
for the server/engine to be made available *without* the suite.  As great (or 
not great) as anyone might feel the suite is, there are plenty out there who 
want something simpler, or more modular, or (insert complaint here).  It's part 
of why other products (especially those that start with S and end with W) get a 
lot of migration.  There needs to be more flexibility.

It also lets you push back on customizers from a support perspective.  It won't 
be quite as ridiculous to have support tell you that's been customized, we 
don't support it because if you want custom, you should buy the naked product 
and build your own.

I'm not pretending it's is any big magical answer.  The request was really just 
to speak to a mindset to say quit forcing one solution as if it is the right 
answer for everyone.  Bring back some choice.  Now if you've pitched Galileo 
(ITSM/CMDB v9) to customers and they don't like it, make this Plan B, a 
workflow engine platform where you can roll your own.  Plenty won't like that 
either, but some do already and others will going forward, and it would be nice 
not to have to install all the ITSM spagetti if it's not going to be used.

Make a modular installer where base is ONLY the engine and User/Group tables.  
Add some option checkboxes for Email Engine, Mid-Tier, Preferences, and other 
foundation elements some will still want in a custom build, BUT OTHERS WON'T.

15 up-votes so far in just a couple days.  I think I hit a nerve ;)
(/endsoapbox)

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Re: Function: Convert String to Integer

[Ray Gellenbeck]

Ok, but in the old days, didn't that toss up a mismatch error?  Did they add 
some intelligence/library behind the scenes?

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Re: Naked ARS (was: The ~! for filter names)

[Ray Gellenbeck]

Per Misi's post earlier in an old/unrelated thread (copy/pasted)...

Here is the link for Naked Remedy: https://communities.bmc.com/ideas/9432
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The ~! for filter names

[Ray Gellenbeck]

Was the ~! function deprecated out in 8.x?

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Re: Any interest in a San Diego RUG meeting?

[Ray Gellenbeck]

Yep, interested.

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Re: BMC Enhancement Requests (was a different topic/thread)

[Ray Gellenbeck]

I understand.  For me, the issue is less the location/mechanic, it's more the 
underlying policy/mindset.  Whether it's housed in a community site or an RFE 
ticket, the mechanism doesn't impact the culture.  Until 2 things happen, it's 
all window dressing...

1.  re-align the mindset by support and development that RFE's are important, 
should be staffed, tracked and budgeted into release cycles at a much higher 
level than they are now.

2.  Related, stop the mindset that feels that telling customers to submit an 
RFE absolves BMC folks from being responsible for being champions of RFE's.  
Again, at the end of my support call, for example, the agent should have said 
I'm going to submit an RFE for this against your contract number.  You can 
track the disposition/progress at www.blahblahblah.  Going back to #1, if BMC 
demonstrated that RFE's actually get tracked, adjudicated and 
developed/deployed in a timely manner (requiring more cost/people in the 
short-sight but greatly increasing brand loyalty and satisfaction/retention in 
the long run), then telling a customer that at the end of a call would both 
increase satisfaction and increase value to the product because submissions 
will have real-life case history to refer to.

Seems simple enough to me, but Im a process person just as much as a tools 
tech.  The devil is in the operational cost, which seems to be arsenic to some 
peoples' thinking...

Ray

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Re: BMC Enhancement Requests (was a different topic/thread)

[Ray Gellenbeck]

That feeds my point.   The RFE aspect is still broken and rather than the old 
system which showed them accountable (and they had to actually eat their own 
dog food by tracking it via tickets) but nothing ever happened, they move it to 
a system where they appear to be less accountable and less responsible because 
there is no ticket in their queue, it's just a community post and votes.  My 
original post was that the mindset now is to push back and say make a 
community post when BMC folks could and should be proactive about it in thw 
first place rather than putting the onus on customers.

Calling this move less broken, while true, doesn't legitimize the mindset that 
improvements should be core to BMC operationaly, not a mindset that says hey, 
if you want it, write up a case for it and it still might fall into a black 
hole on our aide, but won't you feel all warm and fuzzy when your peers agree 
with you?

If I didn't care so much, I wouldn't bring it up.  I just hate to see a great 
system like ARS keep dying death of a thousand paper cuts in the face of 
competitors.

(/endsoapbox, I promise)

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BMC Enhancement Requests (was a different topic/thread)

[Ray Gellenbeck]

I'm only going to say this because I ran into this issue on a support call just 
yesterday after the CMDB team said that a functionality I expected was not 
currently in v8 but would be a good idea for you to submit to the community.  
Really?

This ARS List is a non-BMC-controlled, user-supported community, so let me say 
this here as my own opinion and among my peers.  If you're from BMC and choose 
to monitor this forum, so be it...

I get the idea of the community forum and moving RFE focus there.  I have no 
direct problem with that aspect.  However, and I'm not alone here as another 
BMC consultant at the current customer site with similar 18+ years experience 
says the same thing, in saying that just because you move RFE's to the 
community, it's not OUR job to improve BMC's products.

If I have a support call with BMC and they see that there is a logical function 
that is missing in one of their products, the logical next-step is for the 
support agent(s), who have to write up the call anyway, to make their 
submission for RFE.  There is a fundamental flaw with the mindset that says I 
should set aside 15-45 minutes to write up an enhancement and submit it to BMC 
after everything else I've been through.  Again, for those who WANT to, great, 
but my axe is with the growing mindset being communicated from BMC people that 
implies it's not THEIR job or even their option to write up enhancements and if 
the community doesn't submit it, it isn't going to happen.

Same issue here on this thread/forum.  If BMC people chose to shadow/monitor 
ARS List user community, they can do the RFE write-ups just as easily as anyone 
else.  Posting a prod to tell others to write up an RFE in the Community just 
doesn't sit well with me in tone.

Yes, I know the whole voting thing is something that some community members 
enjoy, but for me, product development is not an entertainment or 
community-expected responsibility.  If I own the product, I should be expending 
a LOT of time and effort to ensure it's the best it can be.  That's all.

Ray

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Re: CMDB Reconciliation - Dataset Precedence Comparisons

[Ray Gellenbeck]

Thank you, Doug.  Well-spoken and thorough, as always.

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Re: ITSM Asset Management - Status Values

[Ray Gellenbeck]

Due to all the joins, adding new values causes SQL errors when trying to open 
the Asset console afterwards.  Customer has been advised to back off the idea 
of editing Status.

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Re: Process Designer ?

[Ray Gellenbeck]

Teri,

I used it as a standalone when it was Abydos.  Pretty good, but tasking was 
sometimes an issue.  I hate to bag on BMC, but it does appear to be another 
case where they tried to just buy sometime and bolt it in with limited 
resources and limited success.  We never had it work properly at the last 
client site that tried to use it.  I counsel clients away from it.

So what are your choices?  Well, plunk down thousands more on another 3rd party 
solution, adapt to the limitations in the OOTB flow or go custom development.  
None of those choices are pretty.

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CMDB Reconciliation - Dataset Precedence Comparisons

[Ray Gellenbeck]

Caveat:  yes, I know how to set/edit Dataset precedence in the Reconciliation 
tool.

My question is a bit more general:  is there a published list of what 
attributes are compared during reconciliation?

Client has multiple source data sets.  Sometimes a subset of records in one of 
the data sets is not as complete as desired (long story, don't go there).

They will then run a manual CSV of those records and import them into a new 
dataset and set it higher precedence than the original so that matches go into 
Asset and over-write the less-complete set's records.

The problem is that they use spoon and leave a lot of fields default, resulting 
in items like Type or Item not exactly matching.  You know what happens 
then...instead of over-writing the Asset record, a SECOND record is created in 
Asset.  No bueno.

So the customer came back with the question ok, so where is the list of all 
the attributes that are compared so I can ensure we have exact matches or we 
are filling in the blanks?  Short of manually setting precendence rules for 
each attribute, I don't have the answer myself.

Anybody got a handy default list for BMC.Core or BMC.ComputerSystem 
attributes compared?  I'm sure Im overlooking something simple...blame it on 
the flu...and thanks in advance.

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Re: BMC Support / On Site Visits

[Ray Gellenbeck]

1.  The recent posts on this thread are a bit of a topic hijack.  Let's reign 
it in?

2.  The original hijack question was whether anyone had a positive experience 
with PD.  The forum was silent to that question.  You have the answer to that 
question.

3.  The *original* question was a good one, but the answer is equally 
universal.  For a brief time, BMC tried to present a technical rep to a 
previous client site I worked at, but when the topics got into actual broken 
product issues instead of the easier bunny-hop stuff that could be answered in 
a simple inquiry ticket to BMC Support, the rep backed off and claimed to be 
more of a design/consulting resource, not an account-dedicated go-to for 
technical problems, which was what was originally pitched.

That being said, your sales rep is your sole face to BMC.  Lots of others might 
sit in on con-calls, especially if you are having issues with a portion of 
their service.  The Remedy OnDemand to a previous client was in a challenged 
state to the point where monthly Executive Overview calls were scheduled that 
included the lead for Support and the lead for OnDemand, but after a couple 
months, those leads were unable to attend and it devolved back down to 
another call with the sales rep and the Remedy OnDemand account rep/contact.  
Not trying to bash, just giving it un-washed and honest.

I think BMC is praying hard on the newer interface to be a silver bullet, but 
they clearly have some room for improvement on the client relationship and 
support model, at least on some of their products that I work with regularly.  
You can make all the cool whiz-bang stuff in the world, but if your customer 
base is feeling soured from past experiences in support and/or relationship 
maintenance, your only buyers for the new toys will be new customers because 
the rest will feel once bitten, twice shy.

/endsoapbox

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ITSM Asset Management - Status Values

[Ray Gellenbeck]

A client wants to add more Status values to the Asset record form (ITSM/ARS 
8.1.01).  I advised against the technical debt such a customization would 
carry, but worse, it appears that the Status field on the Asset form doesn't 
reference a menu, they are using the old Field ID7 with manually-entered 
ordinal values on the form, and the same situation on all the supporting 
sub-forms such as AST:ConfigOutage.

This tells me one of two things, as a custom-builder who avoids chopping on 
ITSM unless my nose is forced in it...

1.  Edits will break workflow, hence there is no customer-friendly way of doing 
it.
2.  There is a function I'm overlooking somewhere that will make the edits to 
all forms automatically if you use it.

Any answers from the ITSM-savvy crowd?

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Re: Need Suggestion

[Ray Gellenbeck]

Greater minds than me have pointed out the main issues with the stated 
approach...I lived it in the old TelAlert and NetCool gateway days (shudder).

1.  Notifications for alarms should be outsourced to the related application, 
not stuck onto Remedy.  Remedy CAN do it, but it's main focus is processing 
workflow, notifications should be the exception, not the main bulk of its 
focused work.

2.  By putting this load on ARS instead, more resources will have to be devoted 
to scaling ARS appropriately AND its underlying DB cluster.  How is it they 
think they are saving money by doing this?  Reduced headcount because they 
think a dedicated notification person would be needed otherwise?  I hope nobody 
would be that short-sighted.

Here's another simpler thought:  SMS notifications quickly turn into ignored 
white noise by most all that receive them as the volume increases.  There are a 
lot of good bolt-on solutions for this topic, including ones that let 
individuals select when, what and how they get notifications.  Remedy does the 
basics for all 3, but not as well.

A good consultant will first try to sway the customer from this approach, but 
if that doesn't happen, ARS can handle it and someone will make a LOT of money 
from the ongoing care and feeding it will likely require.

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Re: ITSM Asset Management - Status Values

[Ray Gellenbeck]

Yes, but that form is not related to editing the Status values, that's just 
another one of the sub-forms I mentioned.  That form's Status field is also ID7 
and is also direct-entry values.

The question still remains if there is a function in ITSM for editing Asset 
Status similar to how you can edit some menus in IM and CM.  I doubt there is 
but wanted to ask the group.

Thanks for the reply!

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Re: ITSM Asset Management - Status Values

[Ray Gellenbeck]

Thanks to both of you and I agree 100% Rick.  The client has been strongly 
warned against this but I wanted to have my Plan B ready in case they ignore 
counsel.  We'll see what they decide.

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CMDB Federation - Anyone have a standard/handy CSV file ARDBC plugin?

[Ray Gellenbeck]

The current client wants to federate a CSV file that is formed from a 
concatenation of several disperate and ugly formats.  Rather than dealing with 
frequent imports and reconciliation, it would be better to go federation.  Does 
anyone have an old tried-but-true ARDBC plugin for federating CSV?

If not, I'll work with the client to move the data to a compliant format that 
one of the existing plugin's use, but if anyone has one or has written one in 
ARDBC, I'll gladly take responsibility for editing the mapping, no expectation 
of support or hand-holding.

Thanks in advance...

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Re: Service Execution - Set Field and Push Field

[Ray Gellenbeck]

Others said it more eloquently, but mine is the shorter version...

You can remove the service execution portion of the question...they function 
the same way as they do in the other operations.

Set field - set the value of a field on the target/current form (client-side 
operation on the displayed/existing record/form)

Push field - set the value of a single or defined range of records in the 
database table (server-side operation on target record(s)).

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Re: Description of Database (BMC Remedy ITSM 7.6.04)

[Ray Gellenbeck]

You'll have to log in to access the 7.6.04 as it is in pdf format:

https://docs.bmc.com/docs/download/attachments/483508247/ARS_DBReferenceGuide_7604.pdf


The V8.x doc is free online:

https://docs.bmc.com/docs/display/public/ars8000/Understanding+the+AR+System+database


Ray Gellenbeck
Red Mango LLC
www.redmangollc.com

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Re: ITSM Support Groups

[Ray Gellenbeck]

No, I have not seen an out-of-the-box way to do this.  Adding one or more 
ActiveLinks that watche the selection of the (re)assigned group and throws up 
an error dialogue if that group is assigned would be the only way I can quickly 
think to achieve this.  Less-than-ideal, but it would serve the purpose.  They 
could continue working their existing tickets but nobody could set new tickets 
to their group due to the new AL(s) watching the (re)assignment.

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OT: Gone Private

[Ray Gellenbeck]

For my friends and collegues I have known over the past 16+ years (egad, has it 
been that long?), I just wanted to thank you for your collaboration and kind 
words over time.

I have taken the leap and moved into private practice now, leaving Sony and 
the warmth of San Diego.  My first gig is helping a client in Wisconsin with 
their discovery, asset and CMDB needs for a while before helping them 
transition to ServiceNow (no stones, please).  Despite recent hiccups, I remain 
a Remedy fan, but there's no denying the popularity and demand for SN work, so 
give the people what they want.

I'll see you at various ITSM events such as Pink and maybe WWRUG or the BMC 
equivalent and Knowledge15.  Thanks again for the wild ride and looking forward 
to more to come.  If you want to collaborate in the future, hit my website at 
www.redmangollc.com and I'll definately continue to help here.


Regards,

RG

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CMDB - Site edits being ignored

[Ray Gellenbeck]

CMDB 8.x

Data set is set to allow manual edits
Class is BMC_COMPUTERSYSTEM

Edits can take place in the discovery data set, as you'd expect.

Edits to the BMC.Asset data set are allowed (manual edits allowed setting)

All fields can be edited on a record EXCEPT Site

Editing a value in the Site field/attribute and then saving results in the data 
being reverted instantly, hinting at active link or filter.

Before I burn daylight playing with logs, is there some simple rule or known 
issue I'm missing?

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Re: Remedy Test Plan

[Ray Gellenbeck]

Maybe it comes down to the purpose of the group.  ARS list has traditionally 
focused on helping each other with issues related to the ARS system and related 
utility apps.

When folks cross into asking for consultancy-centric topics, I'm not surprised 
when it comes to silence.  I myself have drifted into that grey area in the 
past and was never taken back at silence as a response.

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OT: Job in Lansing, MI

[Ray Gellenbeck]

I was contacted for a decent opening up in Lansing, MI for a year or so.  I 
would not engage the client for personal reasons but it would be great for 
someone experienced who is open to relo to the area.  Reply to me directly if 
you are interested and want a referral.

ray.gellenb...@redmangollc.com

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Re: Mobile solutions for Remedy ARS/ITSM

[Ray Gellenbeck]

+1

For shops that reject the canned apps, custom web views are still the primary 
solution.

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Re: 8.1.02 Developer Studio - Memory fixed?

[Ray Gellenbeck]

I spoke too soon.  Had 4 object lists open from 2 different servers then opened 
5 objects, including a large form.  Crash.  re-sized heap in the ini as before. 
 Solved.

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8.1.02 Developer Studio - Memory fixed?

[Ray Gellenbeck]

Has anyone operating the newer Dev Studio client encountered the java/memory 
issue known to exist in previous versions that required you to increase a 
setting in the ini file in the past?  I've been running stock installation 
for a while with no crashes (knock on wood) and wanted to gauge others' 
experiences.

Thanks in advance,

Ray Gellenbeck
Red Mango LLC

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Re: BMC:Engage is only 5 weeks away!

[Ray Gellenbeck]

You hit the nail on the head, Dan.

It is encouraging to see BMC recommit to one of their cornerstone products.  
All the reasons you put out for attending are solid.

Don't take this in a negative tone, please!  But the reality for some is that a 
junket to Florida is a hard-sell when the holidays are coming up and the last 
solid chunks of productive project time are winding down.  I'd love to see a 
future virtual version of these kind of events, a series of wide-availability 
live virtual conferences held so that people can attend portions while still 
monitoring their problematic projects and/or systems back at home office.  
One-off webinars are good, but a conference-like concentration of events would 
be even better and in 2014, I'd think it would be relatively simple to 
coordinate and put some server/pipe resources behind.

There is no substitute for the bonds and contacts made at a live event to be 
sure, followed by good times and knocking back a few.  The reality, though, is 
the luxury of such travel isn't aligned with a big cross-section of the 
customer base but we'd still value the content being delivered.  I was there at 
the Swan in 2001.  My now-ex drug me off to the theme park half the time 
anyway.  Enjoy the conference and know some of us are green with envy but just 
can't get away.

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Re: Panel Holder panels expanding too much

[Ray Gellenbeck]

Thanks for the post, Greg.

Yes, I tested that before posting and re-confirmed the bug remains with the 
generic example.  Here's the funniest part, when putting 3 panels in the 
panel holder,  the first 2 have a initial and max size of 200 and the 3rd has 
initial of 200 but max of 1800...it STILL expanded the second panel and put the 
3rd panel at the bottom.

Just for giggles, I made another test with 3 panels that all were sized such 
that they maxed the holder size.  The holder was 630, each panel was 210 
initial and max.

Worked fine as expected, all 3 panels were normal.

Then I changed panel 2 to hidden.  

Bug displays again in that panel 1 expanded down to cover the space left by 
hiding panel 2 and meet panel 3, which was also normal

then I expanded the holder to 1800 and saved/re-cached.

panels 1 and 3 were as-spec'ed, panel 2 expanded past its definition to fill 
the empty holder space.

This is clearly a bug.

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Re: Panel Holder panels expanding too much

[Ray Gellenbeck]

BMC confirmed it's a bug after reproducing on their test servers.

Investigating

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Refresh search results list programmatically

[Ray Gellenbeck]

We all know how to refresh a table field on a form via an Active Link.

But what about refreshing a *search results list* on a regular form via an 
active link as if the user had hit the refresh button in the results list?

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Panel Holder panels expanding too much

[Ray Gellenbeck]

Basics:
ARS 8.1 

1.  Make a regular form with all public permissions

2.  Add a Panel Holder to the form, splitter or collapsible and give it a 
height of 2000, 250 width, vertical orientation

(I use splitter but this happens with collapsible as well, tried that as a 
workaround.)

3.  Add 2 or more panels into the panel holder.

4.  Give each panel a minimum size of 25, initial size of 200, maximum size of 
200
***this is the focus of this perceived bug writeup***

5.  Save the form and clear the cache on the web server

6.  Open the form and notice that the first panel expands WA past the 
defined size of 200 and takes up all the available space of the panel holder 
down to the second panel, which is regular/defined size.

In other words, the bug appears to be that the first panel is expanded to take 
up the entire height of the panel holder field.

It's not a functionality killer, but it is a BIG source of 
distraction/complaint by testers...whoa, why is this section so huge?

Good question.  I told the tool set to keep them small but it seems BMC has 
other ideas.  I wasted a half hour or so editing all the properties and 
permissions of the actual form and then set up a test form with generic objects 
and confirmed the behavior there as well.

How many MONTHS is Galileo release overdue now?

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Re: Panel Holder panels expanding too much

[Ray Gellenbeck]

I forgot to pre-emptively explain why make your panel holder 2000 and your 
panels only 200?

To illustrate a scenario where you migth have 10 panels, but you hide/reveal 
them as the ticket progresses through the workflow.

At the end of the cycle, you have most or all of the panels reveals and all the 
panel holder space is taken so there is no panel size distortion.

However, at the start of the cycle, only 1 or 2 of those 10 panels are visible 
and the first one expands WAY past its defined size to the point of being a 
visual distraction.

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Re: Creating Permissions in ITSM

[Ray Gellenbeck]

Been there.  Try Chrome for iPad, but I believe you will have similar issues.  
I have a custom-developed app and hoped to keep the design and layout 
mobile-friendly, but alas pull-down menus and table fields are problematic in 
some cases.

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Re: SAML Integration

[Ray Gellenbeck]

Sorry for the late reply on this, not sure how I didn't see it before now.

I implemented SAML SSO here at Sony in a against a global authentication system.

1.  Remedy OnDemand SaaS (hosted in Phoenix CapGemini)
2.  VPN tunnel to our data center at a remote location
3.  Appropriate holes punched to our corporate center in another location as 
they are the keeper of the domains.

Our folks have to be on the Sony network (VPN or local) to be authenticated and 
I asked Remedy OnDemand to filter all non-Sony web traffic out as well to 
prevent folks from attempting public brute-force or similar probes.

If I can be of further help, hit my work email, not reply on ARS List.

raymond.gellenb...@am.sony.com

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Change Form - can I get a def of the stock

[Ray Gellenbeck]

I have an 8.1 system I adopted that had already been edited (badly).  Can I 
bother someone to zip up a def of the gold/stock infrastructure change form?  
I'll drop it onto dev for comparison and go from there.  Many thanks in 
advance.  Post here if you send to let others know you got it (no need to get 4 
copies sent to me, hehe).

My email is raygellenb...@gmail.com

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Displaying Char and Diary fields: Regular vs Display forms

[Ray Gellenbeck]

I ran across a very annoying difference between display forms and regular forms 
as I upgraded a custom app.

In the old app, a diary field and a char field (with limit of 0) were 
displaying their contents in read only mode so the user could see past activity 
and ongoing dialogue on that ticket (pulled up from underlying sub forms for 
display).

Now the new version tries to do the same but in a regular form.  The problems 
two-fold...

1.  A display-mode char field does not display it's conrents .  it shows as a 
blank field unless you hit the expander box and read the contents in the popup. 
 Fail.

2.  An option-mode char field, all other options the same as above, displays it 
contents as expected.

3.  A diary field also does not show the contents in the regular form and must 
be expanded.

I ran controlled experiments on these fields side by side on both a display 
form and on a regular form where applicable.

On a display form, both char and diary fields showed the contents.

On a regular form, only an optional or required char field showed their 
contents without a expansion, not diary and not display-type char.

No other option or attribute affected the comparisons.

This meant a big ugly rewrite to a lot of filters that wrote to the old diary 
field to now accommodate the same functionality in a char field as it was the 
only option that worked as desired for the functionality at hand from a UX 
perspective..  Pain.

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Re: Displaying Char and Diary fields: Regular vs Display forms

[Ray Gellenbeck]

This was 8.1, by the way, whatever patch ROD is using at the moment.

Just thought I'd share for those who still get their hands dirty doing custom 
dev.

I dont recall this always being the case.  Not wild about fields that force you 
to expand them to see anything at all.  Seems like lazy object coding.

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OT: Contract vs FTE

[Ray Gellenbeck]

I'm curious at the shift as of 2014.

This thread question is targeted at developers/architects.  To clarify, let's 
make the definition that you either customize at the object level or you 
develop integrations at the AIE/API/XML levels AND you've been doing that for 
at least 2 years.

If you fall into that bucket, please reply to the following question...

How many of you work as Full Time Employees vs. those who go from contract to 
contract in 2014?

Follow-up:  If you're contract, is it by choice or by market forces?

I feel the % is shifting more heavily to contract than even the usual majority 
in the past.  Are FTE's an extinct breed in 2014?

Thanks in advanced for replies from the target audience...

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Re: OT: Contract vs FTE

[Ray Gellenbeck]

Thanks.  I've always been a FTE since I started in 96.  The growing trend seems 
to be client hopes for a short deploy/customize contract gig then drop the SME 
and then hope a cheaper admin can keep it running.  The beauty of that dream is 
then when that flops they hire an old codger like me to undo the mess, which 
runs 2-3 times longer on average.

Anyway, I was just taken back how many recruiters hit you up for contract-only 
gigs these days.  I've always said pass but wonder about the pros/con's in 
the current market.

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Re: OT - Larry Garlick is back!

[Ray Gellenbeck]

We joked in 2000? at the announcement at the Disney Swan that Larry would be 
taking his share from the sale of Remedy to Peregrin and buying a small island 
somewhere.  I can still picture the stage.

I never worked for Remedy, but was a RAC when it meant something and the 
customer service and support gave you a strong sense of brand enthusiasm.

He wouldn't know me from Adam, but I'd shake his hand and thank him for the 
good years.

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Populating Search Bar via AL

[Ray Gellenbeck]

Okay, this should be simple, but it's obscure enough I can't find it in the 
online manuals (I really miss my PDF's), so I ask the list with advanced 
request for forgiveness at the simple nature of the question ;)

If I want to programmatically populate the Advanced Search Bar so that when I 
run the Run Process to execute the query and have the results show in the 
results pane (in other words, use the regular form instead of making a nice 
simple table field), what is the field ID and/or syntax for pushing the info.

SET FIELDS action
$field ID$   $char field where I set the value$

I'm just lacking the Field ID for doing this.

If you can't push text to that Query Bar, then any other input on how to 
achieve the same results on a Regular Form would be appreciated.  I know it's 
not ideal, I'm working withint customer requirements on a custom build and it's 
been so long that I've forgotten how to manipulate the query terms.

Thanks in advance.

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Senior Process/Tool Veteran looking around

[Ray Gellenbeck]

It's been enjoyable the last few years, but I'm starting to feel pidgeon-holed 
into being a tool customizer instead of a Senior Lead, so I'm making myself 
open to new opportunities abroad.  I'd prefer to remain in the San Diego area 
or work-from-home openings.  Contract (with proper TE) or FTE is fine.

I'm a US citizen with a Secret clearance (unsponsored for several years now) 
but have also lived in Asia, especially Singapore, the Philippines and 
Thailand.  I have very basic tagalog, mandarin and my current home had a basic 
japanese class, but I don't claim to be proficient in any of them.  I'd say I'm 
very comfortable living and operating in APAC as needed and know enough of 
various social customs and do's-and-don'ts to do business there and manage 
people there as needed.

I've been working with Remedy since v3, lead deployment/customization teams and 
lead development of various integrations and customizations with a lot of 
experience in prototyping and example-based requirements gathering and 
formalization (both for tools and for the processes they support).

My latest effort has been process improvement and building a customized front 
ends to avoid using the tired ITSM forms (sorry BMC) and some specialized apps 
completely outside of ITSM for an international gaming and electronics company. 
 Comfortable with on-prem systems or Remedy OnDemand.  Experience with ADDM 
(and CMDB syncs to it and all the nightmares that come with it) through 9 
(looking at adding 10 soon to evaluate before migrating).

Bah, if you want to know more, just hit my LinkedIn, ok?  I'm not chompin' at 
the bit, just putting my name out there.  I'd rather wait for a great fit with 
a group that needs a seasoned ITSM SME with a direct plain-speaker who will 
point out the pitfalls along the way but ultimately deliver what the custom 
wants.

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Re: Populating Search Bar via AL

[Ray Gellenbeck]

Awesome, thanks for much, Fred!

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Re: Populating Search Bar via AL

[Ray Gellenbeck]

Cheers.  Thank you sir!

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Re: Senior Process/Tool Veteran looking around

[Ray Gellenbeck]

Sorry, I forgot to add that I don't monitor the ARS List registered email 
(yahoo.com) anymore as they are always getting hacked.  I monitor gmail at the 
same location (raygellenb...@gmail.com).

Ray

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Re: ENGAGE

[Ray Gellenbeck]

A lot of software shops are the same way, Jason.  I work for a content delivery 
group of a global gaming/electronics company and a majority of the users here 
are DevOps and ProdOps with emphasis on Agile.  I have often butted heads by 
stating that Agile and ITIL are not oil/water exclusive to each other, but ITIL 
is a hard sell here, and most code jockeys prefer open-source systems over 
commercial/paid systems like BMC/Remedy and it's only been recently that 
leadership has reigned that in a bit.  It's been an uphill battle to gain a 
toe-hold (BMC's product support and ITSM's interfaces didn't help matters with 
picky software/UX specialists).

R


On Wed, 30 Jul 2014 14:41:23 -0700, Jason Miller jason.mil...@gmail.com wrote:

That is when IT and the business loved Remedy.  Right now, not so much.
 Admittedly we have no interest in ITIL so ITSM was not a good fit for us.
 We are interested in providing healthcare and sudo-ITIL/ITSM was taking
too much effort and away from our core mission.


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San Diego or LA RUG?

[Ray Gellenbeck]

I've been out of the loop with RUG's since 2011.  If someone from San Diego 
and/or LA can contact me directly, let me know when/where the next RUG session 
will be (presuming it's still active).  raygellenb...@gmail.com

Thx.

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Re: OT: Long-term outlook for the ARS platform (was ENGAGE)

[Ray Gellenbeck]

IMHO, BMC runs the risk of killing the last major advantage of Remedy as they 
try more and more to make the server part of the app and not layered.  I 
have held off accepting demonstrations/testing of the newer Galileo product, 
but from what I see, BMC keeps making small steps to do away with the 
development tool kit and more ITSM a sealed product.

You can't just buy AR Server any more, for example.  If I want to run a 
custom-only shop, I still have to buy ITSM just to get AR Server.  Same thing 
with Remedy OnDemand.  What if I just want a cloud instance of ARS to build 
custom tools on?

I think they want to get away from AR Server as a directly-manipulatable entity 
and make customers accept their product and then pay them or partners to make 
nominal customizations, preferring to use their spagetti-code config and 
bolt-ons they run with over a clean re-write.

My current jobsite has a ROD subscription running out at the end of this year.  
Unless the flexibility posture changes drastically, they just haven't evolved 
the canned product sufficiently to make it attractive to us.  We'll either 
run our customized-front-end or we'll drop BMC altogether in December.  Their 
canned stuff is, in our view, horribly inflexible and each version gets less 
and less open to FUNCTIONAL customization.  Their support answer to everything 
is we don't know anything except out-of-the-box ITSM (Tier 0/1 responses) vs 
the old days of I don't know, but I'll pass your ticket up to an engineer and 
get you a session scheduled to review it.

I have one of your 24 Hours Fitness folks here now and they speak 
affectionately about the tool, but they also feel it is somewhat inflexible for 
evironments like ours here at Sony.

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Re: Senior Process/Tool Veteran looking around

[Ray Gellenbeck]

Yeah, on the phone with Yahoo support now trying to get my account back.  I 
don't use it so I never notice when they've been hacked again (hence why i quit 
using them).  Last time I used a complex password generator, so it wasn't just 
a brute force attack.

Ray

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Re: Populating Search Bar via AL

[Ray Gellenbeck]

Actually, I need to follow-up on that.  You can't just put 1005 in the Field 
portion in the Set Fields action of an Active link If Action, so exactly how do 
you propose to go about setting the value of field ID 1005 from an active link?

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Re: Populating Search Bar via AL

[Ray Gellenbeck]

yeah, I was just about to post a retraction, I forgot to add a field with ID 
1005.  Duh...  Thanks.

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Re: Suppress Confirmation Popup

[Ray Gellenbeck]

Thanks to both posters for their info.  I did indeed find the offending 
workflow, but for further measure added an AL with execution order 999 that 
runs the change flag 0 run process.

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Suppress Confirmation Popup

[Ray Gellenbeck]

Environment:  AR Server v 8.1

Situation:  Using a Regular Form in Search Mode in a web browser

Actions:

Action 1. Search is executed on the form (either the Search button is pressed 
or the Run Process PERFORM-ACTION-APPLY

Result 1. Form changes to Modify view as the contents of the top record in the 
results list are displayed



Action 2. A different row in the Results table is selected

Result 2. A popup windows asks (title)Confirm Save Request  Do You Want to 
Save the Current Request?  Yes No Cancel



Desired Modification:
Suppress Result 2 above so that no popup window comes up when selecting a 
different row


I don't see a command for doing so.  Does anyone know one?
Alternately, is there a global/server setting that will suppress this (much 
less desired).

Thanks in advance.

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Open to Options

[Ray Gellenbeck]

At the risk of aging myself, I've been involved with ARS since 3.x days.  
Equally involved with process development as much as making the tool(s) support 
them.

I'm pretty sure my clearance is still valid (but unsponsored for a few years).  
I'm based in San Diego with past living/working experience in Singapore and the 
Philippines and open to relocation there or traveling from San Diego for the 
right fit.

For more info, hit my LinkedIn.

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ARS 8 Text Validation

[Ray Gellenbeck]

Have there been any new operators to assist in string evaluation in v8.x?

I have the old classic requirement on character fields with 0 data length:

User must enter at least 7 characters in the field.  Validation must ensure 
that the data entered is not just spaces to get past the validation.

I have the table of 7.6.x functions and wanted to check if a nicer/cleaner 
single one existed yet?

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Re: Mid-tier navigation - killing the confirmation message

[Ray Gellenbeck]

Confirmed, works great.  I just added that run process just before any Open 
Window action and the confirmation popup has been suppressed across the board.  
thanks again.

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Mid-tier navigation - killing the confirmation message

[Ray Gellenbeck]

Is there a switch or process command to suppress the browser behavior of asking 
confirmation before leaving a create-mode form?  To clarify, here is the flow 
today...

1.  Open form in Create/Submit mode
2.  User performs some action but then hits a button to navigate away from that 
form
3.  Browser (doesn't matter the brand/version) pops up a window Confirm 
Navigation title, verbiage Your changes have not been saved or sent.  Do you 
really want to close the window?  Are you sure you want to leave this page? 
and then 2 buttons for Leave this Page and Stay on this Page.

You've seen this behavior in other web apps like facebook if you had composed 
something but didn't save/post it and then went to navigate to a different page.

Is this message suppress-able?  I do some Open Window commands within the same 
window and can anticipate getting negative feedback from users but I really 
don't want to have to do all the mechanics of keeping everything in one window 
vs. using Open Window with views.  Suppressing that message would be the ideal 
solution.

Thanks in advance,

Ray

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Re: Mid-tier navigation - killing the confirmation message

[Ray Gellenbeck]

Will try at the form level.  Good stuff, thx.

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quick question about User form

[Ray Gellenbeck]

Hey, I want to double check my user form field permission against out of the 
box

I have 8.1.  Can someone confirm the default, out-of-the-box permissions for 
the following 3 fields on the User form?

101 (Login Name)
8  (Full Name)
104  (Group List)

In comparing my DEV and QA, I see deltas and want to get back to stock on the 
base form and then overlay any customizations.

Thanks in advance,

raygellenb...@gmail.com

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Re: Caught Exception issue... (Mid Tier 8.1 Hotfixes)

[Ray Gellenbeck]

Great thread, brings a smile.

Every time I install a newer Dev Studio (like the recent 8.101 upgrade), I 
re-install my 7.6.04 User.exe because the newer stuff sometimes breaks it and I 
refuse to give it up.  It still works against the newer servers, at least for 
now.

I still do my table exports from User because I find the web interface to be 
click-happy and clunky.

They'll take my User tool when they pry it from my cold, dead hard drive...

Ray

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Re: quick question about User form

[Ray Gellenbeck]

Cheers and thanks.

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view form magic

[Ray Gellenbeck]

Greetings all,

I had a couple quick questions on 8.1

1.  Did they provide a way to instantly change the displayed view of a form 
without re-launching the form in the same window?

Example: on a custom app, the desire to change from submit-custom1 view to 
search-custom3 view (arbitrary names) on the fly, which results in relative 
fields or entire tabs holders behind hidden or revealed due to view membership.


2.  If not, did they bring back the ability to have a field on a tabbed panel 
be visible on all tabs, a feature I miss from 6.x and previous.

Example:  of the 5 tabs in a panel, 3 of the fields are relevant to all tabs 5 
and should be drilled-down to be present on all tabs (without having to re-add 
5 copies of them).


As you might guess, I want to do some dynamically changes to a custom form 
based on actions/workflow elsewhere and would prefer this approach over a bunch 
of hide/reveal active links.  Alternately...

3.  Did they add a field/box that lets you display a form within that field and 
let you dynamically change/reload what form/view you display in that field/box? 
 Similar to embedding a youtube video within a frame on your web page and/or 
dynamically changing the content of that frame based on workflow/triggers.

thanks in advance.

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Re: view form magic

[Ray Gellenbeck]

Related, was there some form of ARList purge on 12/21?  I stopped receiving 
ARList emails on that date after many years of membership.  I'd hate to think 
there was a bug or, worse, some admin doing it intentionally.



On Friday, January 31, 2014 11:05 AM, Ray Gellenbeck raygellenb...@yahoo.com 
wrote:
 
Greetings all,

I had a couple quick questions on 8.1

1.  Did they provide a way to instantly change the displayed view of a form 
without re-launching the form in the same window?

Example: on a custom app, the desire to change from submit-custom1 view to 
search-custom3 view (arbitrary names) on the fly, which results in relative 
fields or entire tabs holders behind hidden or revealed due to view membership.


2.  If not, did they bring back the ability to have a field on a tabbed panel 
be visible on all tabs, a feature I miss from 6.x and previous.

Example:  of the 5 tabs in a panel, 3 of the fields are relevant to all tabs 5 
and should be drilled-down to be present on all tabs (without having to re-add 
5 copies of them).


As you might guess, I want to do some dynamically changes to a custom form 
based on actions/workflow elsewhere and would prefer this approach over a bunch 
of hide/reveal active links.  Alternately...

3.  Did they add a field/box that lets you display a form within that field and 
let you dynamically change/reload what form/view you display in that field/box? 
 Similar to embedding a youtube video within a frame on your web page and/or 
dynamically changing the content of that frame based on workflow/triggers.

thanks in advance.

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Re: view form magic

[Ray Gellenbeck]

Cheers, Frederick.

The whole reason for going custom was customer specification of a singular 
smart form for a variety of related but unique requests.  Each class of 
request shares some common elements but they can't logically be grouped into 
similar areas and only hide/reveal the unique sections.  similarly, they want 
to do all their operations from the custom display form and push/pull data to 
the underlying real ticket tables, so re-loading the form every time I want to 
change configuration/views is an undesired delay every time the form has to 
reload in the browser.  Not very agile/slick.

Oh well, I get to build a brick-ton of hide/reveal/changefield active links I 
suppose.  Doing it via views would be so much more efficient for the 
client/browser as well as code overhead.  Bah...

Ray



On Friday, January 31, 2014 12:32 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:
 
** 
For #2 you can do it by not putting the fields on any of the tabs.   I have a 
couple of forms in my 7.6.04 I do this with.
 
Try the following 
Pull the fields completely off the tabs and then use the keyboard to position 
them where you want them and then bring the fields all the way to the front.
 
NOTE: You can’t use the mouse to move the fields or that will put them in the 
tab, but using the keyboard will not put them in the tab.
 
 
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Friday, January 31, 2014 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: view form magic
 
** 
Related, was there some form of ARList purge on 12/21?  I stopped receiving 
ARList emails on that date after many years of membership.  I'd hate to think 
there was a bug or, worse, some admin doing it intentionally.
 
On Friday, January 31, 2014 11:05 AM, Ray Gellenbeck raygellenb...@yahoo.com 
wrote:
Greetings all,

I had a couple quick questions on 8.1

1.  Did they provide a way to instantly change the displayed view of a form 
without re-launching the form in the same window?

Example: on a custom app, the desire to change from submit-custom1 view to 
search-custom3 view (arbitrary names) on the fly, which results in relative 
fields or entire tabs holders behind hidden or revealed due to view membership.


2.  If not, did they bring back the ability to have a field on a tabbed panel 
be visible on all tabs, a feature I miss from 6.x and previous.

Example:  of the 5 tabs in a panel, 3 of the fields are relevant to all tabs 5 
and should be drilled-down to be present on all tabs (without having to re-add 
5 copies of them).


As you might guess, I want to do some dynamically changes to a custom form 
based on actions/workflow elsewhere and would prefer this approach over a bunch 
of hide/reveal active links.  Alternately...

3.  Did they add a field/box that lets you display a form within that field and 
let you dynamically change/reload what form/view you display in that field/box? 
 Similar to embedding a youtube video within a frame on your web page and/or 
dynamically changing
 the content of that frame based on workflow/triggers.

thanks in advance.


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

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Re: Support Company based muti-tenancy

[Ray Gellenbeck]

Agreed.

We'd prefer the ability to say...

This group's tickets are invisible to everyone else, including sister support 
teams within our company and other companies.

This data in CMDB can be seen by all in our company, but not others.

This data in CMDB can be seen by all companies

These support KB articles are only for NOC people.

These SRM catalog entries are for all companies except (x) and (y).

etc

In Sony's case, we'd like to offer the app to other sister divisions while 
keeping some elements proprietary to ours, but take it a step deeper and say 
the SOC's tickets cannot be viewed by anyone not in the SOC group(s).

I have played with 8.1 in a dev sandbox but not delved into multi-tenancy 
changes yet.  In 7.6.04, the model was insufficient in complexity/options to 
allow this efficiently.

Ray Gellenbeck
Mgr, BSM
Sony Network Entertainment Int'l
San Diego, CA



 From: John Marshall marsh...@gmail.com
To: arslist@ARSLIST.ORG 
Sent: Thursday, October 3, 2013 8:46 AM
Subject: Re: Support Company based muti-tenancy
 


** 
Hi Ryan,


I think that this phrase sums up
perfectly what multi-tenancy is “Tenancy is based and controlled at the Company
level”.
 
However, I think for my issue I would
like multi-tenancy to be defined as “Tenancy is based and controlled at the 
_Organizational_
level while allowing access to company level data”

Here is what I _think_ the issues would still be trying to setup the system
with support users having unrestricted access and the end users having access
to specific companies.
 
1. If I give the support users
Unrestricted Access then all the support users will see ALL the
tickets in the other organization’s area and we only want them to see items in
their area
 
2. End users belong to an overarching company of which all
the other (support) organizations are children of that company, so end users 
will
belong to that overarching company vs. a specific “sub company” (organization)
Let me see if I can give a use case based on what I really
want to do...
I work at GWU and ALL the users (end users and support
users) will need to belong to the company GWU. 
I also have 2 organizations, IT and AT, that want to be able
to be completely autonomous from one another but still use the same user base
(GWU users). I would like to setup the support user in the IT group to belong
to a IT “company/org” and the AT support users belong to a AT “company/org”
So when a user calls IT to report an issue, I would like the
IT people to be able to 
a) Retrieve
the user records from the GWU pool of users (which we can with Support Company
Access Config) 
b) Have
the business rules for IT be used to process the ticket.
c) Not
have the AT group be able to see the tickets that belong to IT
Then I
would like the same to happen for the AT group when a user calls AT to report
an issue.
I think
the highest priority is based on Incident and Problem, but this would need to
cascade to the other ITSM modules as well
Again,
thanks for the input. Hopefully the above clears up a little bit what I am
looking for, however I think that might not be something that can be done with
just configuration options (but I am hoping to be proven wrong)
 
John
 



On Thu, Oct 3, 2013 at 9:53 AM, Downing, Ryan ryan_down...@bmc.com wrote:

** 
Hi John,
 
If I understand your dilemma correctly then ITSM 8.1 should be able to handle 
this scenario with the following assumptions:
 
1. Support people have Unrestricted Access
2. End users have Restricted Access to the Company (department) to which 
they belong
 
In ITSM 8.1 multi-tenancy works as follows:
 
Ø  Multi-tenancy is a feature in the BMC Remedy Applications that enables you 
to control which records and specific configuration data are exposed to a 
user, based on the user’s permissions. Tenancy is based and controlled at the 
Company level.  Various forms in the BMC Remedy Applications expose one or 
more Company fields that control the tenancy access for a given record.
Ø  Row-level security typically works as follows:
o   On main user facing transactional forms:
§  Tenancy is based on the  Customer Company and/or Process Company defined on 
the record (sets field 112)
§  Tenancy is also based on the Support Companies assigned to a record (sets 
field 60900)
o   Child forms:
§  Child form should inherit their parents tenancy permissions
o   Join forms
§  Tenancy should be inherited from either the primary or secondary form 
identified within the join criteria especially if one of the forms is a user 
facing transactional form
 
Ø  Tenancy is implemented using the Row-level Security feature of AR.  In 
summary we determine which groups or roles have access to a request through 
the permissions on the Request ID field (field ID 1).
-  In the Remedy Applications this is controlled by the following 
permissions on field ID 1
§  10 = Unrestricted Access 
§  7 = Assignee Groups (field 112)
§  60900 = Vendor Assignee

Re: Include fields from multiple Forms in filter Notification Message

[Ray Gellenbeck]

Join form(s) or temp fields (take 2 steps...first step pull the values from the 
other forms into temp fields, then use the temp fields in your other action in 
the same filter).

If you go join, remember the best practices regarding performance and depth of 
joins.

Ray Gellenbeck
Mgr, BSM
Sony Network Entertainment Int'l
San Diego, CA



 From: Champagne, Susan schampa...@hsnsudbury.ca
To: arslist@ARSLIST.ORG 
Sent: Thursday, October 3, 2013 11:59 AM
Subject: Re: Include fields from multiple Forms in filter Notification Message
 


**  
Thanks Tauf; I will likely take this route, but…So, am I correct in assuming 
that there is no way to include fields from multiple forms in one filter?


Susan
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: October-03-13 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Include fields from multiple Forms in filter Notification Message
 
** 
Susan,
You could create workflow so that when the task is set to closed, you pull that 
data from the task work info form and append all the data you grab to the Notes 
field with some sort of delimiter. Then you can include the notes in your 
notification. If you don't want to use notes, you could create an additional 
field to hold this data. 

Sent from my iPhone

On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.ca 
wrote:
** 
Hi folks,
I currently have a filter that sends a notification message to a task 
submitter, alerting him/her when a task status changes to “Closed”. I have 
been asked to add the Work Info fields, summary, notes, submitted by, and 
submitted date, to the notification message. I’m not finding anything in the 
guides that indicates how to pull fields into a filter notify action from 
multiple forms. Since the primary form is TMS:Task, I seem to be limited to 
using fields from this form only.
 
Can anyone tell me if there is a way to include fields from another form?
 
Tx
 
Susan
 
 


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Re: Notifications firing unexpectedly - Odd case

[Ray Gellenbeck]

It is really using the user name.  Try it.  Create a User record with no email 
address value but a valid-formatted email address for the Login ID field.

The notify action is not paying attention to which mechanism is selected, I 
selected email in the construction of the notify action in the filter.  It 
will only check notification preference if I leave it set to default when I 
make the notify action.  That is also something to bear in mind when testing 
and you have VIP's that don't want to be bothered.

The short answer is:  Email engine uses the User form and ignores CTM:People.  
Worse, email engine's methodology leads to unexpected action in this unique 
case.  In ANY case, it will ignore the notification preference in CTM:People if 
your filter is set to EMAIL and it WILL send messages to people who are not 
Disabled in the User form.

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Re: Notifications firing unexpectedly - Odd case

[Ray Gellenbeck]

Sorry, but that has zero effect on this case.  Already tested and proven.



 From: Vyom Labs Support itsm.supp...@vyomlabs.com
To: arslist@ARSLIST.ORG 
Sent: Friday, September 27, 2013 6:32 AM
Subject: Re: Notifications firing unexpectedly - Odd case
 

Hi,

We can overcome this by enabling the option None for the field Default 
Notify Mechanism on the User form and By setting the Email Address as 
blank on CTM:People form. 

Please find attached screen shots in this regards.

--
Regards,
Nitesh Kumar

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
Email: [hidden email]  || Web Site: www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Thursday, September 26, 2013 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Notifications firing unexpectedly - Odd case

I have ITSM installed but have customer workflow installed.  At one point, all 
members of a given group are sent a email notification via filter.

An unexpected behavior happens.

Details (this is tricky, so read carefully)
7.6.04 server (Remedy OnDemand system, not that it matters except to describe 
underlying components/config)

Each person's UserID/login is their email address (for SSO purposes, we use the 
full email address for their ID to allow the solution to be accessible by all 
our domains).

Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com

ODD BEHAVIOR (PROBLEM):
If the person's profile in CTM:People is set to Offline and their actual 
E-Mail Address field is blank, they still get an email sent via the workflow.

***NOT*** what was expected nor desired.

More detail and theory on why this happens:

Setting someone to Offline in CTM:People does NOT set their User record's 
Status field to Disabled.

The ARS Email engine is getting the command from the filter to email this 
group, then creating a record for each group member.

For each message record, it then checks that person's CTM:People record's email 
address field and changes the to value from the UserID to email address if it 
finds a value.  It does not skip records set to Offline.  Alternately, it may 
be checking the User table instead.

Regardless of where it checks, if it fails to find a value for email address, 
it leaves the UserID in place and attempts to send.

I tested this theory by creating a new group member (bigbob, for example).  The 
test member record has no value for email address and the userID is not a valid 
email address.

Sure enough, the email engine fills in the value bigbob, then fails to find an 
email address and attempts to send the message to just bigbob and results in 
the attempt record being set to error instead of sent.

So, I guess the point is, do NOT think that just setting a person to Offline 
will prevent them from getting email messages if you use this naming convention 
for loginID's.

To explain, we use this scheme so that all domains can participate in using the 
change management tool and the microsoft-side team decided they wanted to use 
this scheme rather than the (domain)\(domainID) format.

Replies are welcome that clarify the source(s) the email engine checks and what 
the rules are regarding status and when to ignore a person/record.  Thanks in 
advance.

Raymond H. Gellenbeck
Manager | Business Service Management 
Sony Network Entertainment 
P: 858.207.1563 | M: 619.500.3993 
E: raymond.gellenb...@am.sony.com

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Re: Notifications firing unexpectedly - Odd case

[Ray Gellenbeck]

If you re-read the details, the email address values were already blanked out.  
Similarly, workflow ignores default notification mechanism if you set the 
notify action to email instead of default.

More important was the point that...

a.  The ars email engine has a peculiar way of creating and addressing messages 
that will result in emails going out in this case even though the email address 
field is $NULL$
b.  The email engine totally ignores CTM:People settings of Status as well as 
User settings of Disabled/Enabled and Default Notification in this case.

Ray



 From: Vyom Labs Support itsm.supp...@vyomlabs.com
To: arslist@ARSLIST.ORG 
Sent: Friday, September 27, 2013 6:32 AM
Subject: Re: Notifications firing unexpectedly - Odd case
 

Hi,

We can overcome this by enabling the option None for the field Default 
Notify Mechanism on the User form and By setting the Email Address as 
blank on CTM:People form. 

Please find attached screen shots in this regards.

--
Regards,
Nitesh Kumar

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
Email: [hidden email]  || Web Site: www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Thursday, September 26, 2013 11:42 PM
To: arslist@ARSLIST.ORG
Subject: Notifications firing unexpectedly - Odd case

I have ITSM installed but have customer workflow installed.  At one point, all 
members of a given group are sent a email notification via filter.

An unexpected behavior happens.

Details (this is tricky, so read carefully)
7.6.04 server (Remedy OnDemand system, not that it matters except to describe 
underlying components/config)

Each person's UserID/login is their email address (for SSO purposes, we use the 
full email address for their ID to allow the solution to be accessible by all 
our domains).

Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com

ODD BEHAVIOR (PROBLEM):
If the person's profile in CTM:People is set to Offline and their actual 
E-Mail Address field is blank, they still get an email sent via the workflow.

***NOT*** what was expected nor desired.

More detail and theory on why this happens:

Setting someone to Offline in CTM:People does NOT set their User record's 
Status field to Disabled.

The ARS Email engine is getting the command from the filter to email this 
group, then creating a record for each group member.

For each message record, it then checks that person's CTM:People record's email 
address field and changes the to value from the UserID to email address if it 
finds a value.  It does not skip records set to Offline.  Alternately, it may 
be checking the User table instead.

Regardless of where it checks, if it fails to find a value for email address, 
it leaves the UserID in place and attempts to send.

I tested this theory by creating a new group member (bigbob, for example).  The 
test member record has no value for email address and the userID is not a valid 
email address.

Sure enough, the email engine fills in the value bigbob, then fails to find an 
email address and attempts to send the message to just bigbob and results in 
the attempt record being set to error instead of sent.

So, I guess the point is, do NOT think that just setting a person to Offline 
will prevent them from getting email messages if you use this naming convention 
for loginID's.

To explain, we use this scheme so that all domains can participate in using the 
change management tool and the microsoft-side team decided they wanted to use 
this scheme rather than the (domain)\(domainID) format.

Replies are welcome that clarify the source(s) the email engine checks and what 
the rules are regarding status and when to ignore a person/record.  Thanks in 
advance.

Raymond H. Gellenbeck
Manager | Business Service Management 
Sony Network Entertainment 
P: 858.207.1563 | M: 619.500.3993 
E: raymond.gellenb...@am.sony.com

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Notifications firing unexpectedly - Odd case

[Ray Gellenbeck]

I have ITSM installed but have customer workflow installed.  At one point, all 
members of a given group are sent a email notification via filter.

An unexpected behavior happens.

Details (this is tricky, so read carefully)
7.6.04 server (Remedy OnDemand system, not that it matters except to describe 
underlying components/config)

Each person's UserID/login is their email address (for SSO purposes, we use the 
full email address for their ID to allow the solution to be accessible by all 
our domains).

Example, my login ID would be Raymond.Gellenbeck@(domain).sony.com

ODD BEHAVIOR (PROBLEM):
If the person's profile in CTM:People is set to Offline and their actual 
E-Mail Address field is blank, they still get an email sent via the workflow.

***NOT*** what was expected nor desired.

More detail and theory on why this happens:

Setting someone to Offline in CTM:People does NOT set their User record's 
Status field to Disabled.

The ARS Email engine is getting the command from the filter to email this 
group, then creating a record for each group member.

For each message record, it then checks that person's CTM:People record's email 
address field and changes the to value from the UserID to email address if it 
finds a value.  It does not skip records set to Offline.  Alternately, it may 
be checking the User table instead.

Regardless of where it checks, if it fails to find a value for email address, 
it leaves the UserID in place and attempts to send.

I tested this theory by creating a new group member (bigbob, for example).  The 
test member record has no value for email address and the userID is not a valid 
email address.

Sure enough, the email engine fills in the value bigbob, then fails to find an 
email address and attempts to send the message to just bigbob and results in 
the attempt record being set to error instead of sent.

So, I guess the point is, do NOT think that just setting a person to Offline 
will prevent them from getting email messages if you use this naming convention 
for loginID's.

To explain, we use this scheme so that all domains can participate in using the 
change management tool and the microsoft-side team decided they wanted to use 
this scheme rather than the (domain)\(domainID) format.

Replies are welcome that clarify the source(s) the email engine checks and what 
the rules are regarding status and when to ignore a person/record.  Thanks in 
advance.

Raymond H. Gellenbeck
Manager | Business Service Management 
Sony Network Entertainment 
P: 858.207.1563 | M: 619.500.3993 
E: raymond.gellenb...@am.sony.com

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Re: Annoying Developer Studio Bug

[Ray Gellenbeck]

Joe.  Go into Dev Studio.  Build an Active Link against a form.  Add 20-30 
fields to the form, setting their values to null or whatever you want to set 
them too.  As you build the list, everything works fine, until your list gets 
so long that it is longer than 1 window within DS.  See what happens as you try 
adding more fields to the list and trying to set their value.  Then you'll get 
it.  It has nothing to do with wildcarding in the search window.



 From: Joe D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG 
Sent: Tuesday, September 3, 2013 11:01 AM
Subject: Re: Annoying Developer Studio Bug
 


**  
When the Set Fields list is too large, have
you’ll got used to the idea of using wildcards??
 
I use those all the time, and I have not
really faced the brunt of this bug you’ll are describing. In fact I didn’t
even know it was a bug as I got into the habit of using this way too early as I
found out this was possible on the very first day or so that I started using
the Developer Studio.
 
* is the wild card character used for
getting to the exact list of fields that match your field name – for eg
if you are looking for fields with the label Name in it, you could type
* Name in the Name field of the Filtering
Options
And get fields like
First Name
Middle Name
Last Name
 
Would this resolve your problem?
 
If this is not what you are trying to
resolve, I might have not understood clearly what you meant by “everytime
you select a field or the field value, the view keeps resetting to the top of
the list”.
 
Joe
 


 
From:Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Tuesday, September 03, 2013
12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Annoying Developer
Studio Bug
 
** 
I thought it Dev Studio has always done this?  Since 7.5.
 
On Tue, Sep 3, 2013 at 6:06 AM, Grooms, Frederick W frederick.w.gro...@xo.com
wrote:
** 
It has been doing that since the 7.6.04 release
 
From:Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Sunday, September 01, 2013
8:35 PM

To: arslist@ARSLIST.ORG
Subject: Re: Annoying Developer
Studio Bug
 
** Sorry Ray, all
I can do is join in with you on the annoyance, if you log a bug or communities
idea on this, let me know and I'll vote for it out John into the chorus

On Sunday, September 1, 2013, Ray Gellenbeck  wrote:

 I have a big pet peeve that was not corrected in 8.1 of Dev Studio.

 Situation:
 1.  Building an Active Link
 2.  Add a Set Fields action
 3.  Begin building your list of fields to set (for example,
initialize a display-only form after a previous record finished processing)

 Annoying Bug:
 4.  Once the list gets longer than the field list window can display,
the scroll bar kicks in, as expected, but everytime you select a field or the
field value, the view keeps resetting to the top of the list.  So for each
subsequent field you want to set the value for, you must...
 a.  Click the next blank field line, after which the view resets to
the top of the field list
 b.  Scroll back down and click the ... so you can actually select the
field to be set., after which the view resets again
 c.  Scroll back down AGAIN and select the value to be put in that
field.  When you go to click the next line down, the whole annoying process
repeats again.

 If there a developer studio flag or workaround to tell the stupid UI to
quit resetting to the top of the list.  If I have a LONG list of fields to
set, this is pretty darn time-costly with all the clicking and scrolling back
and forth.

 I suspect there is not, so thanks in advance for anyone who can prove me
wrong!

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

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Re: Annoying Developer Studio Bug

[Ray Gellenbeck]

I'm not disputing when it started.  I'm simply pointing out that it still isn't 
fixed in 8.1 so that...

1.  Those upgrading are aware
2.  In hopes that this can be a lazy-man's bug ticket to BMC people who monitor 
this list

#2 appears to have been achieved.  We'll see if it is patched.



 From: Jason Miller jason.mil...@gmail.com
To: arslist@ARSLIST.ORG 
Sent: Tuesday, September 3, 2013 9:28 AM
Subject: Re: Annoying Developer Studio Bug
 


** 
I thought it Dev Studio has always done this?  Since 7.5.



On Tue, Sep 3, 2013 at 6:06 AM, Grooms, Frederick W frederick.w.gro...@xo.com 
wrote:

** 
It has been doing that since the 7.6.04 release
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Sunday, September 01, 2013 8:35 PM

To: arslist@ARSLIST.ORG
Subject: Re: Annoying Developer Studio Bug
 
** Sorry Ray, all I can do is join in with you on the annoyance, if you log a 
bug or communities idea on this, let me know and I'll vote for it out John 
into the chorus

On Sunday, September 1, 2013, Ray Gellenbeck  wrote:

 I have a big pet peeve that was not corrected in 8.1 of Dev Studio.

 Situation:
 1.  Building an Active Link
 2.  Add a Set Fields action
 3.  Begin building your list of fields to set (for example, initialize a 
 display-only form after a previous record finished processing)

 Annoying Bug:
 4.  Once the list gets longer than the field list window can display, the 
 scroll bar kicks in, as expected, but everytime you select a field or the 
 field value, the view keeps resetting to the top of the list.  So for each 
 subsequent field you want to set
 the value for, you must...
 a.  Click the next blank field line, after which the view resets to the top 
 of the field list
 b.  Scroll back down and click the ... so you can actually select the field 
 to be set., after which the view resets again
 c.  Scroll back down AGAIN and select the value to be put in that field.  
 When you go to click the next line down, the whole annoying process repeats 
 again.

 If there a developer studio flag or workaround to tell the stupid UI to quit 
 resetting to the top of the list.  If I have a LONG list of fields to set, 
 this is pretty darn time-costly with all the clicking and scrolling back and 
 forth.

 I suspect there is not, so thanks in advance for anyone who can prove me 
 wrong!

 Ray Gellenbeck


 
_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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Annoying Developer Studio Bug

[Ray Gellenbeck]

I have a big pet peeve that was not corrected in 8.1 of Dev Studio.

Situation:
1.  Building an Active Link
2.  Add a Set Fields action
3.  Begin building your list of fields to set (for example, initialize a 
display-only form after a previous record finished processing)

Annoying Bug:
4.  Once the list gets longer than the field list window can display, the 
scroll bar kicks in, as expected, but everytime you select a field or the field 
value, the view keeps resetting to the top of the list.  So for each subsequent 
field you want to set the value for, you must...
a.  Click the next blank field line, after which the view resets to the top of 
the field list
b.  Scroll back down and click the ... so you can actually select the field to 
be set., after which the view resets again
c.  Scroll back down AGAIN and select the value to be put in that field.  When 
you go to click the next line down, the whole annoying process repeats again.

If there a developer studio flag or workaround to tell the stupid UI to quit 
resetting to the top of the list.  If I have a LONG list of fields to set, this 
is pretty darn time-costly with all the clicking and scrolling back and forth.

I suspect there is not, so thanks in advance for anyone who can prove me wrong!

Ray Gellenbeck

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Curveball: Attachments on Display-Only Form

[Ray Gellenbeck]

Server version 7.6.04 or 8.1.00 (both act the same on this)

Situation:  Using a Display Only form as a main push/pull control center for 
creating and manipulating records on an underlying table.

Techniques used:  hiding or revealing various sections of the form using panels 
and Active Links that cascade when focus is set to a main tab.  In other words, 
when someone hits a button or changes a value and panels need to be hidden or 
revealed, the final action in the AL is a Set Fields to set focus to the main 
tab, which then fires a cascade of hide/reveal AL's for each panel on the form.

Requirement:  Present users with an Attachment pool of 5 fields to allow them 
to also add/remove attachments when the form is created or later updated in 
this control panel.

Problem:  Attachment pool was added and properly configured at the pool and the 
individual field levels, but the root problem is that Attachment Pool objects 
do not turn on their add/delete buttons when the form is in Query mode, which 
is the default mode for a Display Only form when opened.

Problem 2:  Using a run process to set the form to create mode ruins the AL 
technique described above because all panels being revealed by refreshing the 
table/tab results in prompt asking if the current record should be saved.

Question:  How to get an Attachment Pool to turn on the default Add/Delete etc 
buttons while the Display Only form is in the default query mode.

Disclaimer:  Yes, I know I can use Run Process to add/remove attachments using 
additional buttons and pop-up windows , but that kinda defeats the purpose of 
having an attachment pool on the form and real-estate in that area is tight 
enough as is without putting additional buttons besides each attachment field 
line.

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Re: Curveball: Attachments on Display-Only Form

[Ray Gellenbeck]

Solution found, and hence sharing...

In the URL for the application, add the /?mode=CREATE ending.  It opens the 
form in create mode in a way that is evidently different than the Run Process 
command.  Odd.  Not sure why opening the form in create mode vs. opening in 
default/search mode and then invoking create mode vis Run Process is so 
different, but it is, try it.

Raymond H. Gellenbeck
Manager | Business
Service Management 
Sony Network
Entertainment 




 From: Ray Gellenbeck raygellenb...@yahoo.com
To: arslist@ARSLIST.ORG 
Sent: Tuesday, August 27, 2013 12:03 AM
Subject: Curveball: Attachments on Display-Only Form
 

Server version 7.6.04 or 8.1.00 (both act the same on this)

Situation:  Using a Display Only form as a main push/pull control center for 
creating and manipulating records on an underlying table.

Techniques used:  hiding or revealing various sections of the form using panels 
and Active Links that cascade when focus is set to a main tab.  In other words, 
when someone hits a button or changes a value and panels need to be hidden or 
revealed, the final action in the AL is a Set Fields to set focus to the main 
tab, which then fires a cascade of hide/reveal AL's for each panel on the form.

Requirement:  Present users with an Attachment pool of 5 fields to allow them 
to also add/remove attachments when the form is created or later updated in 
this control panel.

Problem:  Attachment pool was added and properly configured at the pool and the 
individual field levels, but the root problem is that Attachment Pool objects 
do not turn on their add/delete buttons when the form is in Query mode, which 
is the default mode for a Display Only form when opened.

Problem 2:  Using a run process to set the form to create mode ruins the AL 
technique described above because all panels being revealed by refreshing the 
table/tab results in prompt asking if the current record should be saved.

Question:  How to get an Attachment Pool to turn on the default Add/Delete etc 
buttons while the Display Only form is in the default query mode.

Disclaimer:  Yes, I know I can use Run Process to add/remove attachments using 
additional buttons and pop-up windows , but that kinda defeats the purpose of 
having an attachment pool on the form and real-estate in that area is tight 
enough as is without putting additional buttons besides each attachment field 
line.

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Naked 8.1 server

[Ray Gellenbeck]

If anyone has stripped an 8.1 server of the ITSM and CMDB objects and reverted 
to naked AR Server for custom-only devleopment, let me know your experiences.

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Salt integration

[Ray Gellenbeck]

If anyone has used the Salt product stack with Change and CMDB successfully, 
I'd like to speak with you about the general experience and headaches 
encountered.

(www.saltstack.com)

Thanks in advance.

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Re: Naked 8.1 server

[Ray Gellenbeck]

thanks to all for the feedback.  I was afraid that the 8.1 installer forced you 
to take ITSM (I obviously haven't taken the time to play yet, hence asking this 
list).  If you can uncheck/leave off ITSM and CMDB etc., so much the better.

Thank you all for your feedback and very happy to hear that if bare ARS is 
still needed, we old crazy people can still get it.  We run ROD here at Sony 
Network Entertainment, but I have an old friend who wants to move to 8.1 on 
dedicated systems ;)

Raymond H. Gellenbeck
Manager | Business Service Management 
Sony Network Entertainment 
P: 858.207.1563 | M: 619.500.3993 
E: raymond.gellenb...@am.sony.com

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Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

I have seen this in the past, but it wasn't as much an issue as it is now, so 
I'll ask.

I have a custom form with a dark background and I'm using white color for my 
field label text.  I can set that no problem.

I use the default light background for the field input areas and black text 
appears.  That is also fine.

However, I do want radio button fields and check box fields to appear with 
white text instead of the default black.  Unfortunately, so far, the text for 
selection values for radio button fields or for check box fields do NOT change 
to white.  They remain black no matter what color settings I use in the Display 
and Color sections.

Is this a known limitation?  Known bug?  Do I have to edit the overall default 
properties at the server level???  I'd probably just put some kind of light 
background under those fields before I'd resort to that.

I'd hate to have to set a gray/light background in just those areas of the form 
as it would be a huge visual distraction from the flow.

Thanks in advance for replies.

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Re: The value(s) for this entry violate a unique index that has been defined for this form, 382 when saving an Active Link (UNCLASSIFIED)

[Ray Gellenbeck]

Haven't encountered it yet in 8.1.

Ray



On Aug 12, 2013, at 10:24 AM, Gordon Frank gjj...@comcast.net wrote:

 **
 Thanks for the help everyone,
 
  
 
 The problem was the Record Object Relationships parameter. This is a 
 development\test server and I had turned this parameter on to trace workflow 
 on another object. The relationships worked great but it apparently takes 
 some load on the system and causes the unique index error I got when saving 
 the Active Link.
 
  
 
 Once I turned off  Record Object Relationships I was able to save again. I 
 had Development Cache Mode turned on as well. I will probably open a BMC Tech 
 Support ticket on this just to see what they say.
 
  
 
 Does anyone know if this has been fixed in 8.1? We are at 7.6.4 and will soon 
 migrate to 8.1.
 
  
 
 I can live with doing Record Object Relationships on demand and restart the 
 server, but it is ackward.
 
  
 
 Thanks again and if I hear anything else, I'll let you know
 
  
 
 Gordon Frank
 
 From: Frederick W Grooms frederick.w.gro...@xo.com
 To: arslist@ARSLIST.ORG
 Sent: Friday, August 9, 2013 5:58:27 PM
 Subject: Re: The value(s) for this entry violate a unique index that has been 
 defined for this form, 382 when saving an Active Link (UNCLASSIFIED)
 
 **
 
 If you have “mucked” about in the object relationships at the database you 
 need to bounce your system
  
 For some reason BMC chose not to use the same logic as next entry id for a 
 form and instead reads the last relationship ID at startup.  The server then 
 uses an internal counter to increment the entry ID for the relationships.  I 
 suspect they do the same for the other meta data.
  
 Fred
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
 Sent: Friday, August 09, 2013 4:19 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: The value(s) for this entry violate a unique index that has been 
 defined for this form, 382 when saving an Active Link (UNCLASSIFIED)
  
 **
 were you saving a Form or an Active Link?...I still recommend turning on SQL 
 logging to figure out what form has the unique index it's complaining about.  
 I have personally come across this when saving a form, on the unique index on 
 schema_index on overlaid forms..
  
 
 On Fri, Aug 9, 2013 at 3:16 PM, gjjmss wrote:
 **
 We got this just renaming a button
 
  
 
 Gordon
 
  
 
 Sent from my Verizon Wireless 4G LTE Smartphone. 
 
 
 
 -- Original message --
 
 If you don't see that active link name in the list of active links, there 
 could be a cache problem.  I've had similar things happen where I had to 
 remove the cache in the Dev Studio workspace and then log back into the 
 server and bring the list back up.
  
 - Original Message -
 From: Rick Cook 
  
 To: arslist@ARSLIST.ORG
 Sent: Friday, August 9, 2013 3:30:08 PM
 Subject: Re: The value(s) for this entry violate a unique index that has been 
 defined for this form, 382 when saving an Active Link (UNCLASSIFIED)
  
 ** 
 Like LJ said, it's not Java.  There is, in the metadata, an Active Link with 
 the same name as the one you're saving.  I did think about the possibility 
 that an action in the Active Link might cause that error, but I don't think 
 so.  Only adding a Unique attribute to an index would give you that if it 
 were anything but a duplicate AL name. 
  
 Rick 
  
  
  
  
 On Fri, Aug 9, 2013 at 12:23 PM, Gordon Frank  gjj...@comcast.net  wrote: 
  
  
 ** 
  
  
 Sorry, I forgot to change the subject line on the original 
  
 -Original Message- 
 From: gjj...@comcast.net [mailto: gjj...@comcast.net ] 
 Sent: Friday, August 09, 2013 3:18 PM 
 To: arslist@ARSLIST.ORG 
 Cc: Frank, Gordon M CTR (US) 
 Subject: Re: SLM 7.6.04 Service Target Milestones not appearing on Incident 
  
 Has anybody seen this: 
  
  
  
 The value(s) for this entry violate a unique index that has been defined for 
 this form,  382, 
  
  
  
 When trying to save an Active Link within Developer Studio 7.6.4? 
  
  
  
 I get a feeling its a Java issue. 
  
  
  
 If you know the correction, I would appreciate the feedback. 
  
  
  
 Thanks 
  
  
  
 Gordon Frank 
  
  
 Classification: UNCLASSIFIED 
 Caveats: NONE 
  
  
  
  
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Re: Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

Just tested/verified the problem on new test form.  Here's how to see my 
problem quickly...

1.  Create new form (display-only or regular)
2.  Under appearance, set background color to custom and make it black
3.  Add a small trim box and set its background color to custom light gray.
4.  Add a radio button field and set the COLOR - Label\Text Color attribute to 
custom white.

Note that only the label text goes white.  The data text (Default1) stays 
black.  Verify by moving the radio button data over the gray trim box.

Demonstrated problem: Label\Text Color attribute does not change data color on 
selection fields (radio button and check box) data text.

Solutions?


On Aug 13, 2013, at 11:26 PM, Ray Gellenbeck raygellenb...@yahoo.com wrote:

 I have seen this in the past, but it wasn't as much an issue as it is now, so 
 I'll ask.
 
 I have a custom form with a dark background and I'm using white color for my 
 field label text.  I can set that no problem.
 
 I use the default light background for the field input areas and black text 
 appears.  That is also fine.
 
 However, I do want radio button fields and check box fields to appear with 
 white text instead of the default black.  Unfortunately, so far, the text for 
 selection values for radio button fields or for check box fields do NOT 
 change to white.  They remain black no matter what color settings I use in 
 the Display and Color sections.
 
 Is this a known limitation?  Known bug?  Do I have to edit the overall 
 default properties at the server level???  I'd probably just put some kind of 
 light background under those fields before I'd resort to that.
 
 I'd hate to have to set a gray/light background in just those areas of the 
 form as it would be a huge visual distraction from the flow.
 
 Thanks in advance for replies.
 
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Re: ITSM 764 Help Desk Indexes

[Ray Gellenbeck]

Hi Frank,

Long time no see.  To your issue, I won't be quite so blunt, but on the DBA 
claim, it would be interesting to have them factually back up that claim of 
degradation if any more indexes are added.  Chances are, the db you sit on has 
some health issues already, but you're here for help, not criticism, so I would 
offer that the original incident index can go if you don't do a lot of children 
incident tickets, along with owner login Id unless you have a user base in the 
thousands.  It's hard to be more helpful from out of the blue.

Ray Gellenbeck



On Aug 14, 2013, at 7:45 AM, Frank Caruso caruso.fr...@gmail.com wrote:

 Want to add some more useful indexes to the HPD:Help Desk form in ITSM 764 
 sp2 but am getting some push back from our DBAs that there are already 16 
 (out of the box) and adding more could impact performance. Some of the 
 indexes I am considering removing are :
 
 Product Name
 Incident Asscoiation Type
 mc_ueid
 Component_ID
 Original Incident Number
 Owner Login ID
 
 Not sure how the above indexes are used througout the application and BMC 
 could not provide an answer.
 
 Has anyone done any work with the OOTB indexes?
 
 Thank you.
 
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Re: Home Page (version 7.6.04)

[Ray Gellenbeck]

Short of custom development that pushes a new value to the field stored for 
home page preference on the appropriate preference sub table, there isn't any 
out of the box answer.  Just build a set of active links that checks which 
server you are on and any other criteria, then pushes the new home page value 
to that user's preference record.

I know custom anything is a dirty word these days, but the canned app was never 
intended to be the end-all-be-all, just a way of giving 99% of customers 99% of 
the desired functionality with minimal custom coding, but sounds like custom 
behavior is what you desire.  This is a 1% scenario.

Ray



On Aug 14, 2013, at 6:13 AM, Ron Young rpyo...@southernco.com wrote:

 Just wondering...is there a way to have more than one home page? We have 
 several different home pages for different groups...say for instance Test A 
 home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
 my supervisor logs into Remedy his home page is the Management Home Page but 
 he wants to be able to queickly access the 3 Test home pages in this 
 scenario. What is the best way to do this if I could? I have Version 8 
 Devekoper and User is the 7.6.
 
 Thanks for all and any help.
 
 Ron 
 
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Re: Home Page (version 7.6.04)

[Ray Gellenbeck]

Another, simpler strategy is to use test users for each test case and set the 
home page different for each test case loginid.  That is what I usually do.

Chg_relcoord for a test release coordinator, inc_usecase3 test user, etc.  your 
policies and management requirements may vary.

Ray



On Aug 14, 2013, at 6:13 AM, Ron Young rpyo...@southernco.com wrote:

 Just wondering...is there a way to have more than one home page? We have 
 several different home pages for different groups...say for instance Test A 
 home Page, Test B Home Page, Test C Home Page, and Management Home Page. When 
 my supervisor logs into Remedy his home page is the Management Home Page but 
 he wants to be able to queickly access the 3 Test home pages in this 
 scenario. What is the best way to do this if I could? I have Version 8 
 Devekoper and User is the 7.6.
 
 Thanks for all and any help.
 
 Ron 
 
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Re: Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

Last call before I give up...anybody?



 From: Ray Gellenbeck raygellenb...@yahoo.com
To: arslist@ARSLIST.ORG 
Sent: Wednesday, August 14, 2013 5:43 AM
Subject: Re: Setting Text Color of Checkbox and Radio Button Fields
 

Just tested/verified the problem on new test form.  Here's how to see my 
problem quickly...

1.  Create new form (display-only or regular)
2.  Under appearance, set background color to custom and make it black
3.  Add a small trim box and set its background color to custom light gray.
4.  Add a radio button field and set the COLOR - Label\Text Color attribute to 
custom white.

Note that only the label text goes white.  The data text (Default1) stays 
black.  Verify by moving the radio button data over the gray trim box.

Demonstrated problem: Label\Text Color attribute does not change data color on 
selection fields (radio button and check box) data text.

Solutions?

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Re: Setting Text Color of Checkbox and Radio Button Fields

[Ray Gellenbeck]

Thanks.  I'll just go with a grey background before I mess with the css path.  
Seems borderline dumb to allow changing of the label color but not changing the 
data color.  You can even set the data FONT in some field types, but never 
color.  sigh.

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Changing table query details via Active Link

[Ray Gellenbeck]

Hey, for the few of us out there who still custom-develop...remind an old dog 
of the programmatic way to alter a table query conditions via active link.  Do 
you store the criteria in a hidden character field?

(use 7.6.04, we haven't adopted 8.1 for a few more months)

Use Case / Example:

I display a list of change records in my custom change app and show all open 
records for a certain team.

I provide a pulldown for the form user to change the view criteria to all open 
records with a change type of Standard.

Very different criteria.

Can the query criteria be stored in a character field, then have one Active 
Link modify the contents of the character field then fire a refresh of the 
table so it uses the new criteria and, in turn, displays new results list in 
the table?  I don't need to change columns and even if I did, I know how to 
hide/unhide those via AL (simple).  I'm focused on the table's query criteria.

My older/clunkier way is just to build 2 tables and hide/reveal the appropriate 
one, but it would be cleaner and lighter to just modify a single table's search 
criteria.  It's just been so long since I've dealt with such a case that I 
don't remember if you can do it and prefer not to waste time experimenting if 
the list can help me avoid it.

Thanks in advance to replies.

Raymond H. Gellenbeck
Manager | Business Service Management 
Sony Network Entertainment 

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Re: Changing table query details via Active Link

[Ray Gellenbeck]

Many thanks.  Will try shortly.



 From: Longwing, Lj llongw...@usgs.gov
To: arslist@ARSLIST.ORG 
Sent: Wednesday, July 31, 2013 1:04 PM
Subject: Re: Changing table query details via Active Link
 


** 
Ray,
Build the Table Qual with EXTERNAL($FieldName$), then setup the char field with 
the qual you want via al, then refresh the table...it'll do what you need :)



On Wed, Jul 31, 2013 at 2:00 PM, Ray Gellenbeck raygellenb...@yahoo.com wrote:

Hey, for the few of us out there who still custom-develop...remind an old dog 
of the programmatic way to alter a table query conditions via active link.  Do 
you store the criteria in a hidden character field?

(use 7.6.04, we haven't adopted 8.1 for a few more months)

Use Case / Example:

I display a list of change records in my custom change app and show all open 
records for a certain team.

I provide a pulldown for the form user to change the view criteria to all open 
records with a change type of Standard.

Very different criteria.

Can the query criteria be stored in a character field, then have one Active 
Link modify the contents of the character field then fire a refresh of the 
table so it uses the new criteria and, in turn, displays new results list in 
the table?  I don't need to change columns and even if I did, I know how to 
hide/unhide those via AL (simple).  I'm focused on the table's query criteria.

My older/clunkier way is just to build 2 tables and hide/reveal the 
appropriate one, but it would be cleaner and lighter to just modify a single 
table's search criteria.  It's just been so long since I've dealt with such a 
case that I don't remember if you can do it and prefer not to waste time 
experimenting if the list can help me avoid it.

Thanks in advance to replies.

Raymond H. Gellenbeck
Manager | Business Service Management
Sony Network Entertainment

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Re: Changing table query details via Active Link

[Ray Gellenbeck]

Thanks, Doug.  Can you confirm this is supported in 8.x as well?  I suspect it 
would be but I just want to be sure I'm not developing into a future problem...

Ray



 From: Mueller, Doug doug_muel...@bmc.com
To: arslist@ARSLIST.ORG 
Sent: Wednesday, July 31, 2013 1:10 PM
Subject: Re: Changing table query details via Active Link
 

Raymond,

I suggest you look into the EXTERNAL() clause that you can stick into the
qualifier.  It allows you to have part or all of the qualification defined
dynamically by putting into a field and the EXTERNAL() says to include that
into the qualification at runtime.

Take a look at 

https://docs.bmc.com/docs/download/attachments/165478929/ARS_WorkFlowObjectsGuide_7604.pdf?version=1modificationDate=1348736396000api=v2

page 217

This is the 7.6.04 documentation and that page is the one that documents this
capability.

What you are attempting is a straight-forward operation that is fully supported
for exactly the type of operation you are attempting.

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Wednesday, July 31, 2013 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Changing table query details via Active Link

Hey, for the few of us out there who still custom-develop...remind an old dog 
of the programmatic way to alter a table query conditions via active link.  Do 
you store the criteria in a hidden character field?

(use 7.6.04, we haven't adopted 8.1 for a few more months)

Use Case / Example:

I display a list of change records in my custom change app and show all open 
records for a certain team.

I provide a pulldown for the form user to change the view criteria to all open 
records with a change type of Standard.

Very different criteria.

Can the query criteria be stored in a character field, then have one Active 
Link modify the contents of the character field then fire a refresh of the 
table so it uses the new criteria and, in turn, displays new results list in 
the table?  I don't need to change columns and even if I did, I know how to 
hide/unhide those via AL (simple).  I'm focused on the table's query criteria.

My older/clunkier way is just to build 2 tables and hide/reveal the appropriate 
one, but it would be cleaner and lighter to just modify a single table's search 
criteria.  It's just been so long since I've dealt with such a case that I 
don't remember if you can do it and prefer not to waste time experimenting if 
the list can help me avoid it.

Thanks in advance to replies.

Raymond H. Gellenbeck
Manager | Business Service Management 
Sony Network Entertainment 

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Thank you

[Ray Gellenbeck]

I don't use ARLIST often, but when I have off and on these past 15 years, I am 
usually pleasantly surprised.

Thank you for the flood of responses to yesterday's request for default SRM 
categories.  It is appreciated.

 
Ray Gellenbeck
-
Manager, Business Service Management
SONY NETWORK ENTERTAINMENT 
16470
W. Bernardo Dr., San Diego, CA 92127
858-207-1563


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Default SRM Categories

[Ray Gellenbeck]

If someone has them in a simple excel table format or even just a text list, 
can you share the list of categories that ship with SRM 7.6.x (or SRM 8) out of 
the box?  I had the unenviable task of cleaning house on our ROD instance and 
building the service catalog clean and I'd like to do a bit of a reset', 
including returning the global categories back to where they were out of the 
box.

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