Re: What's the NextId?

[Rick Cook]

Randeep, yes, all requests flow THROUGH AR Server, but not all are
generated directly BY it.  Outside products would likely use a plug-in
server thread, which creates the competition with direct AR Server calls
for the Next ID calls.

Thomas, Notify already runs in Phase 3 - there is no "later phase".  Run
Order can be used within that phase to set an order of operation.

Rick Cook

On Thu, Oct 12, 2017 at 11:07 PM, Randeep Atwal 
wrote:

> **
> Other idea(s)
>
> Idea 1
> For just the Request ID instead of looping a table field, you can include
> it statically in the subject and/or body line of the email.  Since notify
> actions run after the  database commit occurs.  You lose the template
> niceties for this one field, but I think it's manageable since all
> notifications need a reference ticket usually, and having it in the same
> format is realistic.
>
> 2 Create a new field for Incident ID - separate from the system generated
> Request ID (FieldID 1) Since you are talking about using Request ID I guess
> you are not using the BMC ITSM, app, and this is a custom app.  But there
> is nothing to stop you creating push field filter workflow that creates a
> unique Incident Number in phase 1 filter processing that would be
> available.  You would create a form that does nothing but generate numbers,
> and use $LASTID$ to get the number This would likely be painful to retrofit
> if you already have lots of references to the request id all over the place.
>
>
>
> On Thu, Oct 12, 2017 at 10:43 PM, Thomas Miskiewicz 
> wrote:
>
>> **
>> Randeep, we don’t like the out of the box email templates so we’ve build
>> our own app. In that Workflow I loop through a table field to replace
>> variables of a template with the ticket data. Overwriting the filter phases
>> means I don’t have access to the Request ID when I need to send the
>> notification. Ticket $Request ID$ has been created ends up being Ticket
>> has been created.
>>
>> Answering your question we arrive at another problem in BMC Remedy: no
>> control over filter phases for the user.  Why cannot I postpone Notify to a
>> later phase on demand?
>>
>> It looks like I got two options left:
>>
>> 1. Set block size to 1
>>
>> 2. Instead of sending that email immediately push it to a staging form
>> and run an escalation to send emails after the holy grail Request-ID is
>> finally there.
>>
>> 3. Any other ideas?
>>
>> On 13. Oct 2017, at 04:08, Randeep Atwal  wrote:
>>
>> **
>> Rick, everything that generates NextID's must come through an ARSystem
>> server so I don't know what you mean when you say 'If you have multiple
>> outside entities creating large number of records at once'
>>
>> All requests go through the AR Server.
>>
>> I would theorize that you may have other factors in play once you remove
>> the NextID bottleneck by using chunks of 100.  Something to bear in mind is
>> that by chunking NextID's, you cause the scalability of the system to go up
>> (i.e. more records per second getting created) - but the per record
>> response time under high load is likely to go down (due to the system being
>> under heavy load, other downstream constraints such as CPU/Disk Speed start
>> to appear, where they would not appear if the NextID bottleneck was in
>> place)  It effectively acts as a throttle.  So your results could be easily
>> misinterpreted.
>>
>> I would think a way to confirm this is to generate parallel load from a
>> high number of worker threads, and time how long it took to reach the same
>> number of records created with 1 or 100 for the NextID chunk size.   Then
>> compare the times.  Anyway, we are off on a tangent from the original topic
>>
>> Thomas, I am actually curious as to why you want to know a nextid.  What
>> Abhijeet said explains why it doesn't make sense to ask for it, but often
>> in workflow scenarios, where you want to generate something unique and
>> refer/tie back to something else.  you are better off using
>> Application-Generate-GUID [" *GUIDPrefix*" ]
>>
>>
>>
>>
>>
>>
>> On Thu, Oct 12, 2017 at 5:27 PM, Rick Cook  wrote:
>>
>>> **
>>> Abhijeet, my results were repeated and conclusive.  Here is the only
>>> logical explanation for my findings that makes sense:
>>>
>>> There is a time cost to the DB call for Entry IDs.  The cost increases
>>> incrementally the more that are requested at once.  The thought is that 100
>>> individual requests will take substantially more time th

Re: What's the NextId?

[Rick Cook]

Abhijeet, my results were repeated and conclusive.  Here is the only
logical explanation for my findings that makes sense:

There is a time cost to the DB call for Entry IDs.  The cost increases
incrementally the more that are requested at once.  The thought is that 100
individual requests will take substantially more time than retrieving 100
IDs in one request.  That thought has been proven to be correct - it's why
the feature was added. However, the difference in time was tested against a
system that had multiple sources (NMS) attempting to grab multiple Entry
IDs at the same time, not a normal system without those multiple outside
requests, because it was the first environment that was reporting the
problem with performance.

On a system where the volume of IDs is high enough to cause a system
bottleneck at the DB ID request, *which requires multiple simultaneous
requests from different sources*, that bottleneck costs more additional
time than is lost by the increased time it takes to request multiple IDs at
one time.  However, on a system that is not bound by the Next ID calls to
the DB, or has only a single source (AR System) requesting IDs, there is no
advantage gained by the multiple requests, because the time "gained" by
having a cached ID is negligible - too small to even notice.  And, as my
testing proved (to my surprise), there was an increasing net cost to system
performance as the number of IDs requested in a single call grew.  This
must be because the time it takes to gather, say, 100 records in one call
is actually *higher* than it is to do 100 individual calls - IF AR System
is the only source of those calls.  The simple correlation is that if AR
System is the only thing generating new Request ID requests to the DB, you
don't need, and will not benefit from, a number larger than 1.  If you have
multiple outside entities creating large number of records at once, you
very well may benefit from it.

My tests that showed decreasing performance as the Next Id block grew were
creating about 1.5 million records, but, and this is important - all were
from the same source - AR System workflow.  There were no other
simultaneous demands on the table, and few on the system.  Therefore, the
system of generating one ID at a time had a cumulatively lower transaction
time than it did when it had to wait for multiples to be retrieved and then
allocated individually.  The BMC Engineer, who I know to be very smart and
experienced with Remedy, had no explanation for my results.  I believe this
to be that BMC didn't test against a control (normal) system, and therefore
had no data on its effect on them.

Why then, they chose to recommend that setting to all customers, is a
mystery to me.

Rick Cook

On Thu, Oct 12, 2017 at 4:56 PM, Gadgil, Abhijeet 
wrote:

> **
>
> Rick, I do not think that is accurate.
>
> Logically, if the block size is 100 then the server will access the DB
> once to retrieve the next block id every 100 records.  If it is 1, then the
> server goes to the DB for every record.
>
> Later cannot be faster.
>
>
>
> Further, to answer the original question, returning the next id in an API
> call would mean preventing creation of ids by anyone other than the caller
> until the id has actually been used -- otherwise the information might be
> obsolete before the client receives it. That is the reason for not exposing
> it via an API
>
>
>
> Regards,
>
> Abhijeet
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* 13 October 2017 02:12
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What's the NextId?
>
>
>
> **
>
> Here's the skinny on that.  I got this from the engineer who built that
> feature, btw.
>
>
>
> The problem was that system performance was being constricted around the
> action of getting the NextId for a record when multiple sources (say,
> Netcool and HPOV) were throwing tons of requests at the (Incident) form at
> the same time.  The process of getting each Next Entry ID in individual DB
> calls was bottlenecking the process of creating the records.  So that's why
> BMC came up with a way to pre-allocate those in bulk, so that only every N
> times (whatever the number is set to) would an actual call to the DB to get
> Next IDs be necessary.  The transaction time to retrieve 1 or 100 wasn't
> much different, and those customers with multiple programs requiring many
> simultaneous record creations saw a marked performance increase.  It was,
> and is, a good feature add.
>
>
>
> So (then a miracle occurs) and BMC announces that this particular corner
> case had a solution that everyone should benefit from, and announced that
> the number should be 100 for *all* customers.  I tested t

Re: What's the NextId?

[Rick Cook]

Tim, I think he is looking not for the next one that the DB has, but the
one that's already been allocated to the AR server and would be the next
Entry ID for the next record actually created.  In the current scenario,
anywhere between 1 and 99 Entry IDs would have already been fetched from
the DB and cached to EACH AR server you have, so the call would have to
come from the actual AR server, not from the DB.

Rick Cook

On Thu, Oct 12, 2017 at 1:47 PM, Hulmes, Timothy W CTR MDA/ICTO <
timothy.hulmes@mda.mil> wrote:

> Thomas
>
> You can get this data from the "AR System Metadata: arschema" form.
>
> The fields of importance on this form:
> Name = the Form Name
> nextId = The next available ID for that form
>
>
> Tim
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
> Sent: Thursday, October 12, 2017 2:14 PM
> To: arslist@ARSLIST.ORG
> Subject: What's the NextId?
>
> Hello List,
>
> with NextID Block size being set to 100 —>  is it possible the find out
> using the API which will be the next Request-ID that the server will assign
> to a request? Or what other options do I have to find out?
>
>
> --Thomas
>
> 
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>
> 
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Re: What's the NextId?

[Rick Cook]

Here's the skinny on that.  I got this from the engineer who built that
feature, btw.

The problem was that system performance was being constricted around the
action of getting the NextId for a record when multiple sources (say,
Netcool and HPOV) were throwing tons of requests at the (Incident) form at
the same time.  The process of getting each Next Entry ID in individual DB
calls was bottlenecking the process of creating the records.  So that's why
BMC came up with a way to pre-allocate those in bulk, so that only every N
times (whatever the number is set to) would an actual call to the DB to get
Next IDs be necessary.  The transaction time to retrieve 1 or 100 wasn't
much different, and those customers with multiple programs requiring many
simultaneous record creations saw a marked performance increase.  It was,
and is, a good feature add.

So (then a miracle occurs) and BMC announces that this particular corner
case had a solution that everyone should benefit from, and announced that
the number should be 100 for *all* customers.  I tested this back in 7.6.04
against a RH server, with settings at 1, 10, 100, and 1000, and found that
performance was actually NEGATIVELY affected the higher the number was
set.  It wasn't a huge difference (10%~), but it was a clear, repeatable
one for which BMC's engineer had no explanation.  It is why I have always
advocated that unless a customer has the specific set of circumstances that
caused the feature to be beneficial, there is no real benefit to setting
the number larger than 1.  And there are minor drawbacks to doing so, the
current subject being one of them.

Every time I ask someone from BMC to justify a larger number to the average
customer, they repeat the party line, unaware of the history behind the
feature.  I will continue to tilt at this windmill until someone at BMC
shows me some performance testing numbers that justify this setting for the
entire customer base.

Rick

On Oct 12, 2017 13:30, "Thomas Miskiewicz"  wrote:

> **
> i.e. there is no hack to find out the nextID before it actually gets
> submitted?
>
> Apart from that, I really don’t understand why BMC makes such a fuss
> around the nextID. Why can’t they just provide a special command GET-NEXTID?
>
>
> Thomas
>
>
> On Oct 12, 2017, at 10:26 PM, LJ LongWing  wrote:
>
> **
> There are no interfaces that I'm aware of to ask a specific server what
> the next id it will hand out for a specific form is
>
> On Thu, Oct 12, 2017 at 2:14 PM, Thomas Miskiewicz 
> wrote:
>
>> Hello List,
>>
>> with NextID Block size being set to 100 —>  is it possible the find out
>> using the API which will be the next Request-ID that the server will assign
>> to a request? Or what other options do I have to find out?
>>
>>
>> --Thomas
>>
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>>
>
> _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: [EXTERNAL] Re: CMDB/Asset Management Training

[Rick Cook]

Well, the purpose of a CMDB is to track your system hardware.  Ideally,
that happens through discovery.  Most discovery platforms require root
access to servers and such.  That can be a significant hurdle for some
places.  Alternatively, manual entry of CI data can be done.  Data
consistency can be a real issue there as well.

Rick

On Oct 5, 2017 16:27, "Fawver, Dustin"  wrote:

> **
>
> Rick,
>
>
>
> Can you elaborate a little bit on the “system data” bit regarding the
> CMDB?  I’m currently running on just ARS.  I hear that ARS 9.5 is supposed
> to come with CMDB.  I’m not quite sure what I’m going to be able to do with
> it.
>
> Thanks!
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Thursday, October 05, 2017 7:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: CMDB/Asset Management Training
>
>
>
> **
>
> Having worked with the CMDB for some years, I can tell you that the
> biggest obstacles to a successful rollout are having access to system data
> and the quality of that data.  That's where 80% of the work will be.
>
> Rick Cook
>
>
>
> On Oct 5, 2017 16:07, "Jason Miller"  wrote:
>
> **
>
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
>
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
>
>
> Jason
>
>
>
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
> wrote:
>
> **
>
> Hello All,
>
>
>
> I'm working at a company that is looking to build out and enhance our
> Asset Management and CMDB utilization, potentially adding discovery later.
>
>
>
> They are setting aside a training budget and want to train our in house
> staff properly.
>
>
>
> What would you all recommend as the best training courses that include
> real world application, certifications, etc. that would effectively use
> those dollars most effectively?
>
>
>
> Thanks,
>
>
>
> Levi
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _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: CMDB/Asset Management Training

[Rick Cook]

Having worked with the CMDB for some years, I can tell you that the biggest
obstacles to a successful rollout are having access to system data and the
quality of that data.  That's where 80% of the work will be.

Rick Cook

On Oct 5, 2017 16:07, "Jason Miller"  wrote:

> **
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
> Jason
>
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott  > wrote:
>
>> **
>> Hello All,
>>
>> I'm working at a company that is looking to build out and enhance our
>> Asset Management and CMDB utilization, potentially adding discovery later.
>>
>> They are setting aside a training budget and want to train our in house
>> staff properly.
>>
>> What would you all recommend as the best training courses that include
>> real world application, certifications, etc. that would effectively use
>> those dollars most effectively?
>>
>> Thanks,
>>
>> Levi
>> _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: How to "split" Unrestricted Access

[Rick Cook]

What about using subadmin permissions?

Rick

On Apr 21, 2017 02:22, "Irina Solarcuka"  wrote:

> **
> Hi,
>
> The issue is that all support groups members has unrestricted access and I
> can't remove that.
> It is a reason why I need "another unrestricted access" that allows to HR
> people to see only their incidents.
> At the same time I need to limit an existing Unrestricted Access so that
> people can see only non-HR incidents.
>
> BR,
> Irina
>
> 2017-04-21 11:33 GMT+03:00 Chris Jones :
>
>> **
>>
>> Hi Irina,
>>
>>
>>
>> Another option for you to consider is using parent groups to control
>> access to multiple companies, etc.
>>
>>
>>
>> https://docs.bmc.com/docs/display/public/ars81/Using+a+paren
>> t+group+for+permissions+inheritance
>>
>>
>>
>> Maybe you could create an HR parent group and grant access to that so HR
>> people are granted access to anything within this parent group?
>>
>>
>>
>> Regards,
>>
>>
>>
>> Chris
>>
>>
>>
>> *Chris Jones, *Director
>>
>> www.aramea.co
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Irina Solarcuka
>> *Sent:* 21 April 2017 05:34
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* How to "split" Unrestricted Access
>>
>>
>>
>> **
>>
>> Hi,
>>
>>
>>
>> I would like to "split" Unrestricted Access in two parts - HR
>> Unrestricted Access and Unrestricted Access for the other incidents.
>>
>> Is it possible?
>>
>> I've created an additional field in CTM:People form called HR
>> Unrestricted Access, an additional Role and group with the same name.
>>
>> I can't use multi-tenancy since we have a mix of customers and support
>> companies. Each support company can support each customer.
>>
>> I can't remove Unrestricted access from all the users that have that
>> because of the same reason..
>>
>>
>>
>> Any help is appreciated
>>
>>
>>
>> BR,
>>
>> Irina
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> --
>> [image: Avast logo] <https://www.avast.com/antivirus>
>>
>> This email has been checked for viruses by Avast antivirus software.
>> www.avast.com <https://www.avast.com/antivirus>
>>
>>
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>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
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Available for contract beginning April 3rd

[Rick Phillips]

Hi, I'm rolling off my contract at the end of the month, and am available for 
Remedy/ITSM engagements.  I have 17 years of experience (most recently with 
9.1) and have held security clearances with DoD, DoED, and DOE.  I have a 
strong preference for C2C contracts.

Please contact me offline for a resume (rick.phillips.rem...@gmail.com) or find 
me on LinkedIn under Rick Phillips.

Thanks!

Rick

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Re: Need help with .NET API

[Rick Cook]

Plug-in logs?

Rick

On Mar 20, 2017 07:23, "Kaur"  wrote:

> Client have been using it for years and we have no idea what credentials
> are being used.
> Of course, we can't ask that from client and we don't have at
> documentation.
>
> Any way we can identify/find the user id?
>
> Thanks!
> Kaur
>
> 
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Re: Official announcement of BMC Exchanges replacement for BMC Engage

[Rick Cook]

And, FWIW, I know that this possibility is being investigated.

Rick

On Feb 22, 2017 13:14, "LJ LongWing"  wrote:

> **
> Jason,
> You seem to have missed the very important end of that message
>
> [In addition, you may have seen the discussion on BMC Communities from
> members of the Remedy community considering the possibility of hosting a
> worldwide Remedy user group meeting in 2017. Should this occur, BMC is
> firmly committed to supporting it.]
>
> On Wed, Feb 22, 2017 at 1:45 PM, Jason Miller 
> wrote:
>
>> **
>> https://communities.bmc.com/groups/bmc-global-services/blog/
>> 2017/02/22/bmc-exchange-coming-to-a-city-near-you
>>
>> BMC Exchanges are one-day, no cost events where you will gain new
>> insights about digital business, get up-to-date information about the
>> latest BMC products and services, and network with your peers, BMC
>> partners, and BMC experts.
>>
>> Hosted in nine cities across four continents, we’ve made it easier than
>> ever to attend a BMC Exchange event near you:
>> Washington, DC – June 7th
>> New York City – October 12th
>> San Francisco – October 25th
>> Singapore – October 31st
>> Beijing – November 2nd
>> Essen (Germany) – November 14th
>> London – November 16th
>> Sao Paulo – November 30th
>> Paris – January 25th (2018)
>> _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: Official announcement of BMC Exchanges replacement for BMC Engage

[Rick Cook]

Well, I suppose if one lives in one of those cities, there would be no
cost. For many of the rest of us, traveling for just one day isn't even
worth requesting.

Rick

On Feb 22, 2017 12:47, "Jason Miller"  wrote:

> **
> https://communities.bmc.com/groups/bmc-global-services/
> blog/2017/02/22/bmc-exchange-coming-to-a-city-near-you
>
> BMC Exchanges are one-day, no cost events where you will gain new insights
> about digital business, get up-to-date information about the latest BMC
> products and services, and network with your peers, BMC partners, and BMC
> experts.
>
> Hosted in nine cities across four continents, we’ve made it easier than
> ever to attend a BMC Exchange event near you:
> Washington, DC – June 7th
> New York City – October 12th
> San Francisco – October 25th
> Singapore – October 31st
> Beijing – November 2nd
> Essen (Germany) – November 14th
> London – November 16th
> Sao Paulo – November 30th
> Paris – January 25th (2018)
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC Engage

[Rick Cook]

Yeah, given how well the last one was attended, there has to be some other
reason.  I'm guessing it has something to do with sales goals.

Rick

On Feb 7, 2017 11:31, "Saji Philip"  wrote:

> ** I hear they are trying to revive the WWRUG (the founders) in a
> different format, if BMC does announce no more Engages.  BMC really blew it
> with this one..
>
> And everything they are saying is 'we conducted surveys and listened to
> the public and decided that multiple geo-centric events is betier than a 4
> day global conference.'  Really? Who did they talk to?  I say the new CEO
> did not want to fork over a million to subsidize and organize these
> events.  Probably gave the pink slip to the BMC event dept.
>
> On Tue, Feb 7, 2017, 6:27 AM Joe D'Souza  wrote:
>
>> **
>>
>> I haven’t been to an ENGAGE yet so can’t comment on it but yes the WWWRUG
>> were definitely worth it for a lot of reasons if you could afford the cost
>> and expense associated to making to one..
>>
>>
>>
>> So where would these “exchanges” be held at?
>>
>>
>>
>> Joe
>>
>>
>> --
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Tales - Grupos
>> *Sent:* Tuesday, February 07, 2017 7:19 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: BMC Engage
>>
>>
>>
>> **
>>
>> This seems to be true as I found here: 
>> *https://communities.bmc.com/thread/159503
>> <https://communities.bmc.com/thread/159503>*
>>
>> "...But essentially,  we are changing it up to a more flexible,
>> innovative and approachable format for our customers.  In 2017,  we'll be
>> hosting MORE locally based,  one day FREE events (think mini Engage) and
>> they will be called BMC Exchange. We already host BMC Exchanges outside
>> North America and have for many years.  They're widely successful!  We
>> understand and have heard from our customers that being away from the
>> office for a week, the conference fee and the T&E expense to come to LV is
>> a lot.  So more exciting information to in Jan and thank you for you
>> patience as we work on the details/schedule..."
>>
>>
>>
>> 2017-02-07 9:34 GMT-02:00 BradRemedy :
>>
>> **
>>
>> I mean - even Sevicenow is having a conferencehttp://
>> knowledge.servicenow.com/
>>
>>
>>
>>
>>
>>
>>
>> On Tue, Feb 7, 2017 at 1:33 PM BradRemedy  wrote:
>>
>> yeah I also heard the same thing. And just when I wanted to go to it this
>> year. I really wish BMC would just stick to one thing. I also wish that
>> WWWRUG would come back.
>>
>>
>>
>> There is no way that I will be able to get motivation to fly to a one day
>> event. I managed to convince the business that the 4 day event in the
>> states was fantastic and worth the money.
>>
>>
>>
>>
>>
>>
>>
>> On Mon, Feb 6, 2017 at 4:50 PM Saji Philip  wrote:
>>
>> ** I am hearing that BMC Engage for 2017 is not happening   _ARSlist:
>> "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _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: ITSM 9.1.2 fields and forms freebies now available

[Rick Cook]

Thanks for doing this, Ben.  I'm sure it will be helpful.

Rick

On Feb 1, 2017 09:28, "Ben Chernys" 
wrote:

> **
>
> Hi Folks,
>
>
>
> A short email to announce the availability of the Freebies Forms and
> Fields spreadsheet for ITSM 9.1.2.  This was an original stack install 8.1
> that was upgraded and had Smart IT installed as well.  Also available are
> the fields for Service Now – a much smaller spreadsheet J
>
>
>
> Further news:  Meta-Archive is now in production use on ITSM 9.1 and we
> have more customers using Meta-Archive for HTML.  Find out why Meta-Archive
> is chosen on 9.1 by looking at the web site or asking questions off-list.
>
>
>
> Cheers,
>
> Ben Chernys
> Senior Software Architect
> [image: logoSthInc-sm]
>
> Canada / Deutschland
> Mobile:+49 171 380 2329 <+49%20171%203802329>   GMT - 7 + [ DST ]
>
> Mobile +1 403  554 0887 <(403)%20554-0887>
> Email:   ben.cher...@softwaretoolhouse.com
> Web: www.softwaretoolhouse.com
>
> We are a BMC Technology Alliance Partner
>
>
>
>
>
> Check out Software Tool House's free Diary Editor and our  Freebies
> Section for ITSM Forms and Fields spreadsheet.
>
> *Meta-Update**,* our premium ARS Data tool, lets you automate your
> imports, migrations, *in no time at all*, without programming, without
> staging forms, without merge workflow.
>
>
>
> *Meta-Archive* does ITSM Archiving your way: with your forms and your
> multi-tenant rules, treating each root request as a complete tree and
> checking associatuions.  Archive output to different servers, HTML pages
> with links to attachments or archive forms.
>
>
>
> Pre ITSM 9.1.02?  Clarify?  Roll your own?  No problem!
>
> You can keep your valuable data!
>
>
> http://www.softwaretoolhouse.com/
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Splunk

[Rick Cook]

As with any monitoring tool, it's all in the configuration and support.
Our experience doesn't show it to be all that helpful, but I think that's
less he tool and more the experience level of those running it.

Rick

On Jan 27, 2017 09:13, "Mckinnish, Randy" 
wrote:

> **
>
> Hey Listers,
>
> Anyone using Splunk for monitoring mid tiers or your AR Servers? If so
> what are your thoughts on any value that it adds? Our shop uses several
> tools already in place and we now have Splunk for some of the other
> applications. Just wondering if it’s a better option and wanted to see what
> others think.
>
>
>
> Thanks
>
>
>
> *Randy*Mckinnish | senior remedy developer | compass group, nad | o:
> 704.328.1970 <(704)%20328-1970>
>
>
>
>
>
>
>
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://www.compass-usa.com/disclaimer
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Pat Zandi

[Rick Cook]

Oh, so sad!  I knew Pat, and he was a great guy.  Glad he's no longer in
pain.

Rick

On Jan 11, 2017 11:34, "Warren R. Baltimore II" 
wrote:

> **
> Folks,
>
> I wanted to take a few moments and let those of you who are following the
> list know that Pat Zandi passed away on Monday.
>
> Pat had been battling cancer for the last year.  He came to work for Dev
> Technology about a year or so before I did after he retired from the Air
> Force.  He was a great team mate, and a good guy.  He will be missed.
>
> His obituary can be found here:  http://www.colonialfuneralhome.com/home/
> index.cfm/obituaries/view/fh_id/11079/id/4062535
>
> Warren
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367 <(410)%20533-5367>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Fields Missing From Overlay

[Rick Cook]

Are the missing fields part of the view overlay, too?

Rick

On Jan 10, 2017 12:29, "Brian Pancia"  wrote:

> **
>
> I have some modifications that have been made to CTM:People.  All
> modifications were done using overlays.  When exporting/importing overlays
> I usually only import _o forms from the export.  Another developer imported
> both the base and the _o.  For the CTM:People form after the import was
> done of both the base and the overlay, users cannot see some of the fields
> that were modified in the overlay.  For example the More Details tab.  If
> you login as admin you can see the tab no problem.  This is an out of box
> object.  Checked permissions and any associated workflow.  Permissions were
> fine and there was no workflow hiding the tab.  I removed the overlay and
> recreated it.  Now the tab is showing but there are other out of box fields
> that were modified (either resized or moved nothing major) that are not
> showing.  Very bizarre has anyone else seen this?
>
>
> ARS 9.1 patch 1
>
> ITSM 9.1 SP1
>
> Windows 2012
>
> SQL Server 2012
>
>
> Thanks,
>
>
> Brian
>
>
>
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Retro AR server question

[Rick Cook]

The instructions should be in the patch, but usually on a Unix system, I
would bet that there will be code to import, and possibly some new files
for the midtier server or a new .jar file or something.  Should be easy
enough.

Rick Cook

On Wed, Nov 2, 2016 at 7:18 AM, Dave Barber  wrote:

> **
> Good to see the list is still here!
>
> Anyway, onto my question.
>
> One of our older systems, ARS 7.5 patch 004 (on Solaris), its running the
> ITSM 7.5 change management applications.  We've experienced an issue with
> email corruption (we have a notification system that can generate some
> rather large customer notifications), looks like this was recognised and
> fixed in the 7.5 patch 006 email system.
>
> Just wanting to check on the patching process.  It should be just a simple
> file replacement for the various patched files?  Aside from editing
> emaild.sh for the relevant installation folder and similar for the Java
> folder, there shouldn't be any problems?
>
> Regards
>
> Dave
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM Admin Guide

[Rick Phillips]

https://docs.bmc.com/docs/display/public/ars7604/PDFs

Is this what you're looking for?

rp

On 9/19/2016 10:31 AM, Brittain, Mark wrote:

**

Hi All

Does anyone have the BMC Remedy IT Service Management Administration 
Guide 7.6.04 in pdf or via URL. I have searched high and low and 
cannot find it on line.


Thanks

Mark

*Mark Brittain * | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

Navisite

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Re: 9.1 Upgrade Change HostID

[Rick Cook]

Remember that the Host ID is based on the MAC address of the primary NIC on
your AR Server.  If your server environment has changed, or if it has
multiple NICs, this could be the source of the issue.

Rick Cook

On Fri, Sep 2, 2016 at 4:52 AM, Frank Caruso  wrote:

> We are in the process of upgrading our ITSM 81.02 environment to ITSM
> 9.1.  After the ARS portion of the upgrade we are noticing that the HostID
> used for licensing changes. This is an upgrade in place and some for the
> servers have been around for more 2 years with the same license key. The
> arerror.log file has the following entry after ARS is upgraded and the
> server is restarted:
>
> Thu Sep 01 08:48:54.978 2016 Action Request System(R) Server (x64) Version
> 9.1.00.001 201606141104
> (c) Copyright 1991-2016 BMC Software, Inc.
> Thu Sep 01 08:48:58.552 2016 Thu Sep 01 08:48:58.552 2016 Loading AR
> System objects information...
> Thu Sep 01 08:50:54.088 2016 success
> Thu Sep 01 08:50:54.603 2016 390600 : The server identifier has changed
> but the current "AR Server" license key will still be honored. (ARNOTE
> 9827) Old Host ID: 005056937825, Current Host ID: 0050569361AF
>
> BMC assures me that nothing has changed with 9.1 in how it gets the HostID
> yet on three server upgrades the same thing has happened?
>
> Anyone else experience this or have an explanation on why this might be
> happening?
>
> TIA
> Frank Caruso
>
> 
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Remedy indexing at the DB level

[Rick Cook]

Is anyone aware of a change in direction at BMC in terms of allowing
indexes to be managed at the SQL level without affecting the ability to
manage them in Remedy?

ARS /ITSM 8.1.2
SQL 2012

Rick

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Re: Bug in Dev Studio and/or Server 9.01

[Rick Cook]

The integer strings between a Date variable and the Date/time string might
be a issue?

Rick

On Aug 4, 2016 10:43, "William Rentfrow"  wrote:

> **
>
> A co-worked of mine is experiencing this -
>
>
>
> In a filter the "Run If" qualification is:
>
>
>
> ('Profile Status'= "Proposed") AND ('Last Modified Date' <= ($DATE$ - 90))
>
>
>
> However, when it saves, it gets saved as this:
>
>
>
> ('Profile Status'= "Proposed") AND ('Last Modified Date' <= ($DATE$ -
> "12/31/1969 6:01:30 PM"))
>
>
>
> He's tried a bunch of variations of numbers in place of 90.  Even if he
> puts a static epoch date number it still changes it to a fixed date.
>
>
>
> Anyone else run into this?
>
>
>
>
>
> William Rentfrow
>
> wrentf...@stratacominc.com
>
> Office: 715-204-3061 or 701-232-5697x25
>
> Cell: 715-498-5056
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Off Topic - Before the List is Gone!

[Rick Cook]

It has been among the best groups of people I have ever known.  I am a much
smarter person because smarter people than I helped me be so.  It truly has
been a community, long before it was called that.

Thank you to Dan and Joel for starting a day keeping up this community for
so long.

Rick

On Jul 25, 2016 09:05, "LJ LongWing"  wrote:

> **
> Claire,
> It's been a pleasure, and I hope you come back to us some day :D
>
> On Mon, Jul 25, 2016 at 9:52 AM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
>> **
>> This list has been one of the most valuable tools during my entire Remedy
>> career. We have seen so many ups and downs in  that time period!  Personal
>> and professional!  I know there are times I would not have been able to
>> solve a problem quickly and accurately without it!
>>
>> 1am?  5am?  2pm?  No problem.  The list and the amazing people that
>> populated it were always there for me! Thank you! I will miss the list as
>> much as I will miss Remedy.  There are so many people, I’m not going
>> to/can’t list them all…
>>
>> Phil, Dan, Pat, Rick, Michelle, Warren, Teresa, Misi, Doug M, Jarl, Gid,
>> Joe, Jason, Doug B., Tauf, Kelly D, Roger, Herb, Roger, LJ, David and on
>> and on and on!
>>
>> On August 29th (that is the planned date) we cut over to SNOW.
>>
>> I won’t be gone yet.  Remedy will still be around for at least a year.
>> Nothing new will be happening.  Just maintenance and archive mode!
>>
>> Thank you all for being so fantastic!
>> Claire Sanford
>> Remedy Admin/Dev 12/1/1998 to sometime in 2016.
>>
>> _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: Request for advice / suggestions regarding migration and training

[Rick Cook]

Dustin, I would recommend that you schedule in BMC Engage this September.
You can network with other users, developers, and BMC Engineers, in
addition to getting some training on the current and coming versions.
Someone there will have done what you are trying, and you will leave there
full of information on how to move forward.

Rick

On Jul 21, 2016 11:05, "Fawver, Dustin"  wrote:

Greetings!

I hope that this doesn't turn out to be a long email.  I am soliciting
advice from fellow developers who may have already gone down the path that
I seek to travel.  First, the bits that people want to know.

Production:
ARS:   7.1.00 Patch 004
OS: Server 2003  (yes I know.  No longer supported)
DB: SQL Server 2008 R2

New Development:
ARS:   9.1.00
OS:Server 2012 R2
DB:SQL Server 2008 R2  (plans to upgrade within a few months to SQL
2012)

HISTORY
***
Our BMC Remedy environment started way back with Remedy 3.  This is before
I joined the organization.  From what I can recall, it went from 3 to 4 and
then to 7.  We're not running ITSM.  The forms we've been working with have
been added to and seem to work well.  I went to the Administering training
for version 7.x Part 2 many years ago to learn more about forms and
workflow.  The lead developer who did the first two migrations has retired
and this is my first migration.

OBJECTIVE
***
I need to migrate from 7.1 to 9.1.  Management thinks that the current
environment is (and looks) old.  I want to "do this right" so that
hopefully things are much easier when subsequent versions are released.
The data from the current version needs to be migrated as well.  I also
need to show some "razzle dazzle" with the new version.  If management's
happy, then I'll be happy, and possibly elevated out of the Helpdesk tech
position.

PROGRESS
***
I have been successful in using Developer Studio to export forms from the
production server to the new one.  Some of the menus don't work, but it
appears that those are due to form dependencies and where I haven't
imported data yet.

I have read several different posts both on this list and also by using
Google to search for things.  I've read where it should be just fine to
just migrate customized forms.  I've read where it's best to use overlays.
I've not done this as Developer Studio is still foreign to me.  It reminds
me of BMC Remedy Administrator in ways.  I've also read where people have
upgraded from 7.1 to either 7.5 or 7.6 (I can't remember which one), that
it was rather painful to do, but it was supposed to make things easier for
the future.

TRAINING
***
I've been offered to take training regarding the new version.  Given what
training I've done and the objective that I'm trying to achieve, what would
those of you who may have done this would recommend as far as successfully
implementing things.  I didn't want to just jump into a training course for
ARS 9.1 if there's going to be quite a bit of prerequisite stuff that I'll
need to know.

I hope this makes sense and I hope I didn't ramble on too much.

Thanks!

--Dustin Fawver

East Tennessee State University
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Re: CMDB extension for Telecom Network

[Rick Cook]

We had to build a custom subclass off of Connectivity Segment.

Rick

On Jul 19, 2016 03:07, "Satya Gandhi"  wrote:

> **
> A look at the screen shots on the Quob Park Os3 Framework looks eerily
> similar to Quindell OS3 solution
>
> Satya
>
> On 19 July 2016 at 10:19, Rüdiger Tams  wrote:
>
>> **
>>
>> I think Quindell is now Quob Park...
>>
>> Kelvin Tan Kailun  hat am 19. Juli 2016 um 11:06
>> geschrieben:
>>
>>
>> **
>> What about Quindell OS3 Frameworks ?
>>
>> On Tue, Jul 19, 2016 at 4:51 PM, Rüdiger Tams  wrote:
>>
>> **
>>
>> I do not know about an extension of CMDB 9.x for telecommunication CIs
>> from BMC... maybe with the ADDM product?
>>
>> Or maybe this could work...? AFAIK this is (was?) based on BMC Remedy
>> ITSM.
>>
>> http://www.quobparksolutions.com/solutions/os%C2%B3-frameworks/
>>
>> regards
>>
>> Rüdiger
>>
>> Harsh  hat am 19. Juli 2016 um 10:26 geschrieben:
>>
>>
>> **
>> Hi Everyone,
>>
>> Could you please let me know if there is any cmdb extension available for
>> telecom networks like node, circuit, links etc. for 9.1 version.
>>
>> --
>> *Thanks & regards*
>> *“Harsh Chaudhary”*
>> *"Impatience never commanded success**"*
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _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: Load balancing

[Rick Cook]

Mark, FWIW, we are seeing issues with Netscalers as well, on an 8.1
platform. Servers that are part and running get dropped from the LB, etc.
We've been working with our system engineers on it, but it may be a
limitation in the Netscaler architecture.  We asked for F5s....

Rick
On Jul 11, 2016 06:49, "Brittain, Mark"  wrote:

**

Hi All



I have two mid-tiers and two AR Servers in a server group with netscaler
load balancing in-between. Had a situation where the second AR Server in
the group stopped responding but the load balancing did not detect this and
whole server group became inaccessible. Digging a little deeper into the
load balancing determined the netscaler pings the per port but doesn’t go
any deeper. So in this situation, the port was up and netscaler continued
to push traffic to the hung server.



Is there something better that netscaler can monitor that would detect when
the AR Server stops? If not, is there any way to ensure that if one server
quits, everything goes to the other server and users are not interrupted?



ARS 7.6.04 SP5

ITSM 7.6.04 SP2

Mid-Tier 7.6.04 SP5



Thanks

Mark



*Mark Brittain * | Sr. Systems Engineer | 315.637.9337 O 315.882.5360 M

125 Elwood Davis Road | Syracuse NY 13212

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Re: New Instance Setup

[Rick Cook]

Make sure that there aren't any references to the old server name in the
ar.cfg file.

Rick
On Jun 24, 2016 08:04, "Grooms, Frederick W" 
wrote:

> It looks like it is trying to login to the new ARS (like it is expecting
> the ARS to be up and running to be able to do an upgrade)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of DanfromVA
> Sent: Friday, June 24, 2016 9:36 AM
> To: arslist@ARSLIST.ORG
> Subject: New Instance Setup
>
> We are running to authentication error. We have only done 7.6.04 setup on
> ARS. No mid tier yet.
> What we have done is cloned the existing DB, install ARS except mid tier,
> during install use all the same ID and password.
> When prompted, we used "upgrade" option on the database instead of
> "overwrite".
>
> Errors appear as
> THROWABLE EVENT = Failure while trying to connect to ARServer,
> ERROR 623: Authencation failed;
> 
> THROWABLE EVENT = failed to perform approval server sanity check
> 
>
>
>
>
>
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Re: Unable to connect BMC Remedy client tools to Arserver

[Rick Westbrock]

Do you know if the AR server is receiving the initial SYN packet? Is the client 
receiving the SYN/ACK packet? Window size shouldn’t really come into play until 
the three-way handshake between client and server has been completed. If I 
remember correctly once the TCP session has been established only then can the 
client & server negotiate the appropriate window size.

Have your network engineers checked the firewall logs to see if anything is 
being dropped by an ACL? Sometimes a different software version could 
potentially evaluate a rule differently (even though it shouldn’t).


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Manoj Kumar
Sent: Thursday, June 16, 2016 4:15 AM
To: arslist@ARSLIST.ORG
Subject: Unable to connect BMC Remedy client tools to Arserver

**

Hi All

> We are unable to Unable to connect BMC Remedy client tools to Arserver. There 
> was a recent firewall upgrade in our network and after which we are unable to 
> connect client tools to ARserver. Has anyone face this issue before.
>
>
>
> Error: Server 172.28.210.200 reports: ERROR (91): RPC call failed; 
> 172.28.210.200:2000<http://172.28.210.200:2000> ONC/RPC call timed out,  5060,
>
>
>
> We were able to connect to the server before the firewall upgrade.
>
>
>
> We are able to telnet the ARserver. But when we see the wireshark logs, we 
> see the window size as 65280. could this be the problem
>
>
>
>
>
>
>
> Thanks & Regards,
>
> Philip Richard
>
>
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Question - Service Now

[Rick Cook]

Nope.  The customer owns and maintains the hardware. BMC may have a VPN or
something to access it, I don't know.

Rick
On Jun 16, 2016 11:06 AM, "Joe D'Souza"  wrote:

> **
>
> I would think that too. I’m guessing what might have been done is while
> the physical systems may have been hosted at BMC’s network, they may have
> used their own domain to web enable it? And probably have a private network
> to access the systems directly? Just a guess.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Thursday, June 16, 2016 2:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> ** Does hosting your own instance make it no longer RoD?
>
> On Wed, Jun 15, 2016, 4:42 PM Rick Cook  wrote:
>
> **
>
> Amazon has already been hacked at least once.   I know of one DoD RoD
> customer that hosts their own instance for security reasons.
>
> Rick
>
> On Jun 15, 2016 16:10, "Joe D'Souza"  wrote:
>
> **
>
> I think it mostly comes down to the answer to this question – would you be
> ok to let a valet drive and park an expensive car or motorcycle you own or
> would you want to do it yourself. Would you trust that valet to tell you
> after he has parked it if he accidentally dinked it or hit a huge pot hole
> if that dink or damage is not easily visible? If so maybe you are the kind
> of person for who services like the cloud would work quite well with if
> functionally it offers you everything else you have been looking for.
>
>
>
> Personally I do not think that services that host cloud based services
> publicly acknowledge their service was compromised in the odd event it was
> unless it was quite obvious it has been to the end customer which can sort
> of be a disturbing thought. There may or may not be a threat or a breach
> every month.. Maybe every week. Maybe even every day. I honestly do not
> think they would upfront about such incidents when and if it occurs unless
> it was quite fatal. It could mean a risk to their business and they would
> not want that.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, June 15, 2016 8:49 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> Just to play devil’s advocate, theoretically someone whose business
> depends on their internet-facing servers being trusted is going to likely
> spend more money on security than a company that sells widgets as their
> primarily line of business and views I.T. security as just an expense.  I
> don’t know who hosts Service Now or BMC’s cloud servers, but I’d expect
> that they probably take it very seriously.  Things can definitely slip
> through but if we’re all deploying MyIT and such to give people access to
> Remedy via their smartphones and tablets off the network, it’s really a
> question of whose cybersecurity you trust more.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, June 14, 2016 8:28 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> Exactly – but I would like to add its as safe as someone else’s computer
> who gives access to some of his trusted associates facing the internet.
>
>
>
> So once out there, it is as safe as any other “shared” resource with
> “limited public access” on the internet is.
>
>
>
> Whether you like it or not, that exposes the system to a few more
> vulnerabilities than a system that is internal and intranet facing.
>
>
>
> So whether it is ServiceNOW’s cloud or any other, it is the one risk you
> need to assume before investing in it.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rod
> Harris
> *Sent:* Tuesday, June 14, 2016 8:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> If only I had a like button. Yes, cloud does seem to be a bit of a
> buzzword that you have distilled nicely with that T-shirt slogan.
>
> Thanks JDHood.
>
>
>
> On 15 June 2016 at 10:35, JD Hood  wrote:
>
> **
>
> It may be a T-Shirt slogan, but it's relevant nonetheless:

Re: Business Objects reporting problem

[Rick Cook]

We are trying, but haven't gotten it installed and configured yet.

Rick
On Jun 16, 2016 09:24, "Thomas Miskiewicz"  wrote:

> So no one is using Business Object for reporting?
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: Question - Service Now

[Rick Cook]

Amazon has already been hacked at least once.   I know of one DoD RoD
customer that hosts their own instance for security reasons.

Rick
On Jun 15, 2016 16:10, "Joe D'Souza"  wrote:

> **
>
> I think it mostly comes down to the answer to this question – would you be
> ok to let a valet drive and park an expensive car or motorcycle you own or
> would you want to do it yourself. Would you trust that valet to tell you
> after he has parked it if he accidentally dinked it or hit a huge pot hole
> if that dink or damage is not easily visible? If so maybe you are the kind
> of person for who services like the cloud would work quite well with if
> functionally it offers you everything else you have been looking for.
>
>
>
> Personally I do not think that services that host cloud based services
> publicly acknowledge their service was compromised in the odd event it was
> unless it was quite obvious it has been to the end customer which can sort
> of be a disturbing thought. There may or may not be a threat or a breach
> every month.. Maybe every week. Maybe even every day. I honestly do not
> think they would upfront about such incidents when and if it occurs unless
> it was quite fatal. It could mean a risk to their business and they would
> not want that.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, June 15, 2016 8:49 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> Just to play devil’s advocate, theoretically someone whose business
> depends on their internet-facing servers being trusted is going to likely
> spend more money on security than a company that sells widgets as their
> primarily line of business and views I.T. security as just an expense.  I
> don’t know who hosts Service Now or BMC’s cloud servers, but I’d expect
> that they probably take it very seriously.  Things can definitely slip
> through but if we’re all deploying MyIT and such to give people access to
> Remedy via their smartphones and tablets off the network, it’s really a
> question of whose cybersecurity you trust more.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, June 14, 2016 8:28 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> Exactly – but I would like to add its as safe as someone else’s computer
> who gives access to some of his trusted associates facing the internet.
>
>
>
> So once out there, it is as safe as any other “shared” resource with
> “limited public access” on the internet is.
>
>
>
> Whether you like it or not, that exposes the system to a few more
> vulnerabilities than a system that is internal and intranet facing.
>
>
>
> So whether it is ServiceNOW’s cloud or any other, it is the one risk you
> need to assume before investing in it.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rod
> Harris
> *Sent:* Tuesday, June 14, 2016 8:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> If only I had a like button. Yes, cloud does seem to be a bit of a
> buzzword that you have distilled nicely with that T-shirt slogan.
>
> Thanks JDHood.
>
>
>
> On 15 June 2016 at 10:35, JD Hood  wrote:
>
> **
>
> It may be a T-Shirt slogan, but it's relevant nonetheless: "...There is no
> "Cloud" - It's just someone else's computer..."
>
>
>
> -JDHood
>
>
>
> On Tue, Jun 14, 2016 at 8:19 PM, Joe D'Souza  wrote:
>
> **
>
> I do recall hearing rumors it was – not sure how long time ago. But take
> that information with a grain of salt as I do not know much details of what
> I had heard.
>
>
>
> ServiceNOW is primarily a system hosted on the cloud so is as vulnerable
> or strong as any other system on the cloud.
>
>
>
> So IMHO if security of your data is one of your top concerns, the cloud
> may not be the best place for you to be at. However strong the security,
> there is always a loophole to be found for someone who has the intent to
> find one. While this is true for systems hosted internally too, at least
> the vulnerability of the system isn’t exposed to the world if your system
> isn’t internet facing.
>
>
>
>

Re: ARSList traction vs Communities...

[Rick Westbrock]

I suppose it's a matter of personal preference but I have found it is actually 
easier for me to quickly scan the subject line and first few lines of a 
Communities post in my Inbox there than wade through e-mails in Outlook lately, 
so much so that I didn't even see these e-mail vs. Communities threads until 
two weeks late!

I would be more than happy to help other users who prefer the e-mail interface 
by explaining how I use Communities myself (for whatever dubious value that 
might provide). So far after reading all the comments here the only two things 
features that I see lacking in Communities are offline access and a digest 
e-mail. In today's world how often are we really without Internet access 
(outside of air travel) though? To Dan's point a digest e-mail isn't nearly so 
useful now as it was ten years ago. The only downside of the Jive platform for 
me right now is that I do most of my reading in my Inbox which unfortunately 
does not mark a topic as read so when I go to that forum I see a ton of topics 
marked unread which I have in actuality read via the Inbox.

After attending the Remedy 9.5 beta webinar today I feel like the transition of 
the ARSList to a new platform this year is very poetic in its timing.
I already miss a lot of the great people here when I am reading Communities and 
I think it would be a huge benefit to the greater Remedy audience to have you 
all participate there, especially in light of BMC's new focus on custom 
development in the upcoming new version of the platform.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, June 13, 2016 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARSList traction vs Communities...

**
And this has been my point all along too.

If there are 10 or 20 plus emails a day a day and a plain and simple email 
client can receive this silently, and you have it all there when you need it 
irrespective of whether or not you are online at that moment, it is a simpler, 
less cumbersome way. On communities however simple they may make it, its still 
means you need to load those 10 or 20 pages separately. I had given communities 
a try when Mathew had sold the idea to me at the RUG 3 years ago and I did 
create a couple of accounts and lurked around the communities for a short time 
but did not find it to be less time consuming - on the contrary more time 
consuming than receiving emails and seeing all the info you need right there 
and replying if you need to there.. Gradually without even me realizing I kind 
of slowly drifted away from using Communities although I should still have my 
user accounts there.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, June 10, 2016 11:09 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARSList traction vs Communities...

**

For me, it looks revolves around the end user experience.  It doesn't matter 
what the format or hosting system is, what matters is ease of use and positive 
experience with that usage.

The ARSlist has delivered both in spades.  No clunky, over developed Web page 
that makes me sign in every 5 minutes, no poorly designed search algorithms, 
just a simple yet configurable search engine requiring only the UI I already 
have on every device I own.
Isn't that simplicity what the BMC "visionaries" have been telling us that 
customers want?  How about eating your own dog food here, BMC?  Build a better 
mousetrap - one with the simplicity of an email interface and the power of the 
BMC data stores behind it.

Rick
On Jun 10, 2016 08:01, "JD Hood" mailto:hood...@gmail.com>> 
wrote:
**
My personal opinion of Communities (and opinions will vary) is that it is has 
some very good info in it -- but more often than not when I search, the results 
are *mostly* useless. There's a lot of chaff to winnow through before you can 
get to the good grain.

And it could just be my bad luck looking for oddball stuff; however, more often 
than not, Communities seems like an extension of support and I'm always 
spending more time trying to get around the initial contact (the outsourced 
call-center script-reader over in Puna) so I can reach someone who is somewhat 
familiar with developing in whatever area my issue is in.

Contrast that with the ARSList where someone can pose a development question 
and have multiple, valid options from other experienced devs *almost* before 
their finger is fully lifted off the mouse key from asking their question. That 
may be an exaggeration, but the ARSList can be spooky fast compared to BMC 
Support. Also, consider this comparison: How many times have you stumped the 
ARSList vs. How many times have you stumped BMC support? I don't know about 
you, but I eventually solve my 

Re: ARSList traction vs Communities...

[Rick Cook]

For me, it looks revolves around the end user experience.  It doesn't
matter what the format or hosting system is, what matters is ease of use
and positive experience with that usage.

The ARSlist has delivered both in spades.  No clunky, over developed Web
page that makes me sign in every 5 minutes, no poorly designed search
algorithms, just a simple yet configurable search engine requiring only the
UI I already have on every device I own.
Isn't that simplicity what the BMC "visionaries" have been telling us that
customers want?  How about eating your own dog food here, BMC?  Build a
better mousetrap - one with the simplicity of an email interface and the
power of the BMC data stores behind it.

Rick
On Jun 10, 2016 08:01, "JD Hood"  wrote:

> **
> My personal opinion of Communities (and opinions will vary) is that it is
> has some very good info in it -- but more often than not when I search, the
> results are *mostly* useless. There's a lot of chaff to winnow through
> before you can get to the good grain.
>
> And it could just be my bad luck looking for oddball stuff; however, more
> often than not, Communities seems like an extension of support and I'm
> always spending more time trying to get around the initial contact (the
> outsourced call-center script-reader over in Puna) so I can reach someone
> who is somewhat familiar with developing in whatever area my issue is in.
>
> Contrast that with the ARSList where someone can pose a development
> question and have multiple, valid options from other experienced devs
> *almost* before their finger is fully lifted off the mouse key from asking
> their question. That may be an exaggeration, but the ARSList can be spooky
> fast compared to BMC Support. Also, consider this comparison: How many
> times have you stumped the ARSList vs. How many times have you stumped BMC
> support? I don't know about you, but I eventually solve my own issue before
> BMC can figure it out about half the time.
>
> Now, there is nothing stopping Communities from evolving into an
> "ARSList-like" culture and for some things, it may be close. But in
> general, I only go to Communities after I have exhausted all other
> possibilities and before I completely give up and contact Puna to start
> that exercise in frustration (You know the drill -- it begins with them
> asking for logs that you had already attached to the ticket when you
> submitted it...).
>
> At this point, moving the ARSList to Communities makes me *VERY* nervous
> for the future of the ARSList. I understand that it's looking for a home
> and/or funding. WE SHOULD ALSO RECOGNIZE THAT DAN HAS DONE AN ADMIRABLE JOB
> WITH IT AND SHOULD BE REWARDED FOR HIS CONSIDERABLE EFFORTS SOMEHOW. I just
> hope that -- due to some BMC corporate anti-ARSList bias (and to be clear,
> I have NO IDEA if that bias even exists) -- they don't try to herd folks
> away from it by wadding it up and throwing into an obscure, throttled,
> low-bandwidth, BMC controlled corner where it's not indexed and stuffed
> under some intentionally-crippled search engine so it's difficult to use.
> That would be a *damn* shame. What my paranoia prefers is a fully
> autonomous ARSList. Personally, I would not mind if you added a paypal
> account (or whatever) so the ARSList subscribers can contribute towards
> it's maintenance and hosting, along with a fund drive a few times a year as
> needed.
>
> Now all that hot air is likely just a product of my fevered,
> corporate-paranoia fueled imagination and everything will actually be
> peaches & cream if the ARSList is absorbed into the BMC Communities
> "hive-mind".  At least, I certainly hope so. Either way, I am positive life
> will go on no matter where the ARSList winds up, either for better or worse.
>
> And please don't make fun of me if I cover my eyes and grimmace until
> after whatever is going to happen has happened.
>
> Best of luck! I hope it all works out!
> -JDHood
>
>
>
>
>
> On Thu, Jun 9, 2016 at 7:17 PM, Joe D'Souza  wrote:
>
>> And that is my point about an app. I think if BMC built a mobile
>> communities
>> app and had that available to the community, there might have been a lot
>> more hits than just the high teens.. Not everyone hitting the article from
>> the app might have actually read the whole article, but at least there
>> would
>> probably be more hits.. There is no way of knowing for sure if all the 19
>> that actually hit that article actually did read the whole thing anyway
>> unless they responded to it. If I were to sport a guess, maybe only 40 to
>> 50% of users opening any web page read the significant part of a web page
>

Re: ADM: ARSlist Future

[Rick Cook]

I know how hard it must be to let your baby go, Dan.  We'll have to toast
it's life and death in Vegas in a few months.

Rick
On Jun 1, 2016 1:37 PM, "Daniel Bloom"  wrote:

> **
>
> I will be moving the ARSlist Community to BMC Communities. Where our
> members will still be the only ones that know why this is the Action
> Request System list and not the Remedy list.
>
>
>
> Some of the concerns expressed have been raised by me with BMC and I make
> this move with the assurance of non-interference and in fact increased
> co-operation for the good of the community.
>
>
>
> At least one server will stay commissioned until October, but various web
> sites and services you see will vanish between now and then as I work with
> BMC and my ISP.
>
>
>
> The URLs will be changed to point to the new home at the appropriate time,
> and I will continue with (likely monthly) updates over the summer.
>
>
>
> Note: WWRUG still exists and like any franchise of repeatable events, can
> return at any time with the same or a new cast J
>
>
>
> The Farewell to the Listserv based version of the ARSlist will be held at
> BMC:Engage, where the answers are.
>
>
>
> Cheers Daniel
>
> RAC 1995 [no number, they didn’t have them yet]
>
> Founder of the ARSlist
>
> Chairman of WWRUG
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: OT: I lost my father last evening..

[Rick Phillips]

My condolences, Joe.

rp

On 4/22/2016 9:55 AM, Joe D'Souza wrote:

**

I have considered many of you as a part of my extended family and have 
got to know many of you over the years personally so felt the need to 
inform those that know me that I lost my father last evening. He 
passed away peacefully and will be missed by those that he left 
behind, my mom, my brother and me.. He was a big part of who I am and 
what I may have become and I could not have asked anything more from 
him than what he could have given me.. Some of my best years of my 
childhood and my young adult life were the years I spent with him 
before I left home for perusing my career with Remedy..


Please keep him in your prayers..

Joe

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



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Re: Proper Case

[Rick Cook]

You will have to sequence the string functions. Use one to identify the
first character of each field, then another to ensure that the is upper
case. Then the next one will ensure that the rest are lower case.

Rick
On Apr 22, 2016 7:35 AM, "Satya Miller"  wrote:

> **
> I could only find Upper and Lower.  Nothing about Proper Case.
>
> On Fri, Apr 22, 2016 at 9:22 AM, Rick Cook  wrote:
>
>> **
>>
>> The string functions should be able to do that.  Look in the appendix of
>> your AR System documents.
>>
>> Rick
>> On Apr 22, 2016 7:21 AM, "Satya Miller"  wrote:
>>
>>> **
>>> Morning!
>>>
>>> I was hoping someone has an idea to help me with something.  I have a
>>> form that has two fields (First Name and Last Name) in it.  The data is not
>>> "clean."  I need to convert the data in these two fields to Proper Case.
>>> In other words, capitalize each word, or if possible even Capitalize
>>> correctly like O'Connell.  I searched the ARSList and the last suggestion
>>> was from 2005.  I was hoping there might be a better solution now.
>>>
>>> Thanks in advance for you help.
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _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: Proper Case

[Rick Cook]

The string functions should be able to do that.  Look in the appendix of
your AR System documents.

Rick
On Apr 22, 2016 7:21 AM, "Satya Miller"  wrote:

> **
> Morning!
>
> I was hoping someone has an idea to help me with something.  I have a form
> that has two fields (First Name and Last Name) in it.  The data is not
> "clean."  I need to convert the data in these two fields to Proper Case.
> In other words, capitalize each word, or if possible even Capitalize
> correctly like O'Connell.  I searched the ARSList and the last suggestion
> was from 2005.  I was hoping there might be a better solution now.
>
> Thanks in advance for you help.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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ADV: Job opening

[Rick Cook]

Wanted:  BMC Developer with ARS/ITSM 8.1 experience to join an existing
team of very experienced developers.  Project is based in San Antonio, and
location there would be a plus, but remote work is possible.  Project term
is probably six months to a year, though extension is possible.

Need to have active Secret clearance, and be clearable to TS.  Security+
required.  BMC certs a plus, but not required - actual experience is more
important.

Position is open now.  Contact me directly for details and with questions.
This would be a W-2 position with benefits.

Rick Cook

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New Default View won't stay saved.

[Rick Cook]

We have a custom CMDB class with an Asset form to match.  I have created a
custom view on the AST form, put fields on it, etc. When I change the
default view to be the custom view, it saves the selection with no
problems.

But the next time I log in, the old default view (Management) is the
default again.  Any idea what the problem is?

ARS/ITSM/Atrium 8.1.02. Windows/SQL.
Rick Cook

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Re: Call AI job from workflow?

[Rick Cook]

What you do in AI is create a job, into which one or more transformations
are placed.  You can then set the Job to run on an automated schedule or
set workflow to run the job event driven. All AI data is stored in the UDM
forms.

Rick
On Feb 24, 2016 1:24 PM, "jham36"  wrote:

> **
> Has this been figured out?  I opened a ticket with support on this.  With
> AIE I would call aiexfer.exe and pass my variables there and it would
> create an entry in Application Pending and only process the single record I
> wanted.
> Support is telling me to use this command for AI:
>
> cd C:\Program Files\BMC Software\ARSystem\diserver\data-integration
> kitchen.bat /level:Basic /server:W-SSARKATE-67 /port:0 /user:Demo
> /pass:Demo /job:Test_job1 /dir:/ > C:\Test\trans.log
>
>
> What they failed to tell me is how to pass in a PKE ID and if I need to
> add anything into the transformation to make use of the
> parameter/variable.  In AIE it just worked.
>
>
> Thanks,
>
> James
>
> On Monday, August 3, 2015 at 5:10:45 PM UTC-4, Andrew Hicox wrote:
>>
>> **
>> Thanks for the pointers everyone!
>> I'm still a long way from getting this working, however I think I'm on
>> the right track now.
>>
>> For those who may be interested, here's some interesting things I've
>> found so far:
>>
>> 1) there is a (very convoluted, yet apparently working) example of this
>> sort of thing already in the OOB code if you have SRM installed.
>> Check out the workflow on
>>
>> *SRS:ImportExportConsole*
>> 2) contrary to the documentation, you do NOT need to create a Job, you
>> can call transformations directly from workflow.
>> As Jarl pointed out, you can do this by pushing data into *UDM:Execution*
>> (though I suspect you still need Job if you want to use *Application
>> Pending*)
>>
>> 3) The way you can send variables (i.e. "Parameters" in Pentaho-land)
>> into an AI Job or Transformation is via the *UDM:Variable* form.
>> The *Name* field corresponds to the *Parameter* (in Spoon, right-click,
>> select "Job Properties" or "Transformation Properties", these are defined
>> in the "Parameters" tab)
>> The *Value *field is the value you want to set on the parameter.
>> And this is apparently what *'Variable Set Name'* is for on
>> *UDM:Execution*, and *UDM:ExecutionInstance* ... you send a GUID on this
>> to *UDM:Variables*, as well as to *UDM:Execution*, and that's how it
>> binds these specific variables to the job or transformation you're
>> executing (this field is missing from *Application Pending*, so I've got
>> no idea how you can send parameters into a job from that form).
>>
>> thanks again everyone. I'll keep the thread updated as I figure this out
>> (for future googling posterity if nothing else).
>>
>> -Andy
>>
>>
>> On Mon, Aug 3, 2015 at 1:20 PM, Jarl Grøneng  wrote:
>>
>>> **
>>> Hi.
>>>
>>> Push to the UDM:Execution form:
>>> Directory:  ""
>>> Log Level:  "Minimal"
>>> Type:   "Job"
>>> Operation:  "Start"
>>> Carte ObjectID: "" (grab the name from
>>> UDM:ExecutionInstance)
>>> Name:   ""
>>>
>>> Not sure about parameteters, but take a look at the Variable Set Name
>>> field.
>>>
>>>
>>> Logging, take a look at:
>>> UDM:StepLog
>>> UDM:TransformationLog
>>> UDM:JobEntryLog
>>> UDM:JobLog
>>> UDM:ExecutionStatus
>>>
>>> --
>>> J
>>>
>>> 2015-08-03 18:46 GMT+02:00 Andrew Hicox :
>>>
>>>> **
>>>> Aah yeah, I found this in the documentation, so it looks like the way
>>>> to trigger an AI job is basically to push the right values into
>>>> "Application Pending" (at least on 8.1.01):
>>>>
>>>>
>>>> https://docs.bmc.com/docs/display/public/ac81/Setting+up+event-driven+jobs+in+Atrium+Integrator
>>>>
>>>> I think from there, I can probably watch the various log forms
>>>> (UDM:TransformationLog, UDM:StepLog etc) to try and catch errors, status,
>>>> etc. Though identifying MY specific job versus any other random job that
>>>> might be running at the time ... I'm not quite clear on that (yet), but
>>>>  really what I'm struggling with now, is how to send a variable into
>>>> the AI job.
>>>>
>>>> 

Using Atrium Integrator to import Incidents from an .arx file with attachments

[Rick Cook]

You know how when you use the Data Import tool to import an .arx file, it
will import the attachments with it if they are in the import directory?

This is 7.6.04 data going into an 8.1 system.  The pattern matching issue
is one of differences in foundation data, which we'll address once the data
is in the system.  Not the optimal way, but we have a time deadline that
precludes the optimal way.

Well, I'm having a little problem with pattern matching on the Incident
mapping, even though I checked the box to ignore pattern matching in the
import file, so I'm looking to see if Atrium Integrator (8.1) can be used
for that purpose and still get the attached files imported along with the
Incident.

Rick Cook

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Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

[Rick Westbrock]

I think that there is additional value to using this method as it is a chance 
to evaluate every single existing customization to determine whether or not it 
needs to be copied to the new server. In some cases there may be new OOB 
functionality that is similar enough that specific customizations don’t need to 
be brought over which is less baggage to worry about. In other cases maybe the 
new functionality isn’t quite the same as a customization but it may be close 
enough that you might be able to justify tweaking the business process so that 
you can leave behind the customization.

This is also a good way to identify customizations that are no longer needed 
due to changes in business process etc. and can be left behind for that reason. 
In my mind it is easier to not copy a customization than to remove it from an 
existing system.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean Harries
Sent: Thursday, January 21, 2016 3:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

**
I would completely agree with David here, new environment clean build and move 
over just your customisations that are still required (rather than any bug 
fixes for old versions or functionality that is replaced with v9.1). Of course 
that sounds like the costly option but decommission the old hardware/virtual 
environments and you end up with an ITSM environment fit for the future, in 
support and able to cope with the requirements of ITSM v9.x.


A clean v9.x install will generally be faster, easier to support and of course 
easier to upgrade to the next ITSM version. You will of course still need to 
review the customizations you have applied to your current system and decide 
what you need to retain, but that is of course best practice with an upgrade 
anyway.

While ITSM 9.1 data wizard is vastly superior to older versions and far more 
capable of managing the data in your production environment, what it will not 
do is handle the data migration from your old version. You will want to migrate 
over the foundation data, and the transactional data onto ITSM 9.x . This is an 
ideal time to clean up data, remapping Prod cats and Op Cats etc. and 
potentially archive some of the tickets that you no longer need direct access 
to.

We use our Customer Move Tool (more info http://www.alderstone.com/cmt) for the 
migration from previous ITSM versions to the latest, as we can migrate all 
modules data or a reduced set (including extracting single companies and 
migrating just their data), depending on your requirements. In general we've 
been able to move all data within one day and the upgrade process becomes very 
smooth indeed. Please let me know if you would like to talk about this in more 
detail or I can set up a Demo of our migration tool to show you the flexibility 
and power of the application.

In the mean time if you have specific questions around upgrades, please let me 
know.



regards



Sean



Sean Harries
Alderstone Consulting Ltd



Revolutionise your management of BMC Remedy ITSM Services with 
CMT<http://alderstone.com/cmt/>

Mobile: +44 (0)7976 558048
Skype: seanharries
MSN: seanharr...@alderstone.com<mailto:sean.harr...@alderstone.com>
e-mail: sean.harr...@alderstone.com<http://sean.harr...@alderstone.com/>
Linkedin: http://www.linkedin.com/in/seanharries

On 21 January 2016 at 03:19, Su Kaur 
mailto:remedyiss...@gmail.com>> wrote:
**
We are also planning to do an upgrade from 7.6.04 to 9.0.01. Ours is a highly 
customized system. All the development is in base development mode, no overlays 
and none of the ITSM modules being used.
We have a separate app and mid tier server using SQL Server.
Since the configuration of current prod is not good and its all messed up, we 
are thinking of setting up a new 9.x server.
What would be our best bet? Copy data and then upgrade? Would this move all the 
customizations?

Thanks!
Kaur


On Wed, Jan 20, 2016 at 3:14 PM, Daniel Wu 
mailto:danie...@cox.net>> wrote:
** Thanks Warren. I was posting a question on your chain at the same time. I 
appreciate the link you sent. I'd be sure to check it out. You can answer my 
question here in my posting chain, if you like.

In our particular environment, I will have to stance up another instance and 
run in parallel to compare, then do the cut over. And that won't be the live 
system.


On Wednesday, January 20, 2016, Warren R. Baltimore II 
mailto:warrenbaltim...@gmail.com>> wrote:
**
Daniel,
We just completed the upgrade from 7.6.04 to 9.0.01.  For the most part it was 
relatively easy albeit a VERY long process.  I strongly urget that you take a 
look at this link if you haven't.  We followed this process and found it to 
work quite well. 
https://docs.bmc.com/docs/display/public/brid90/Upgrading+from+a+version+7.6.04+or+8.0.xx.
Some things to keep in mind.  When you are working on t

Re: Incident close on create - assignee

[Rick Westbrock]

How about invoking an incident template where you can set the Assignee to the 
dummy user?

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Jones
Sent: Wednesday, January 13, 2016 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident close on create - assignee

**
Hi Mark,

if the Assignment Availability being set to 'No' for “Closedby Nobody" doesn’t 
work, maybe you could overlay the Assignee menu?


Chris Jones, Director

[cid:image001.jpg@01D14E04.03F7EB30]
www.aramea.co<http://www.aramea.co/>



On 13 Jan 2016, at 19:39, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:

**
Hi All

I have a requirement to close an Incident on submit. Basically document there 
was an alert but no action is required. The submit comes into the 
HPD:Interface_Create via a web service and if certain criteria is met, the 
Status gets set to Closed. Problem is in order to create the Incident as Closed 
or Cancelled there has to be an Assigned Group and Assignee. The Assigned Group 
is no problem as the default group does not have notifications enabled. 
Assigned Person is problem.  If I create a dummy person “Closedby Nobody”, that 
dummy person is going to show up in the Assignee menu when the group is 
selected in any Incident.

Through the  HPD:Interface_Create is there a way to create the Closed Incident 
without an assignee?
If that is not possible, is there a way to hide the dummy assignee from being 
selected from the Assignee menu?

ARS 7.6.04
ITSM 7.6.04

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
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Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server - FIXED

[Rick Cook]

I find it quite useful when doing large data import tasks with modify all
functions and all.  Why run all that traffic through the Mid-tier layer for
an administrative function?

Rick
On Dec 26, 2015 5:02 AM, "JD Hood"  wrote:

> **
> Hi Doug,
>
> Perhaps BMC should investigate *why* folks are still clinging to the User
> Tool.
>
> What functionality does it provide that is missing in the web client?
> Identify it and where technically possible, add that functionality to the
> web client. Then the *need* (if not desire) for the User Tool will likely
> dissipate.
>
> For me, the main issue with the web client is ad-hoc reporting. To export
> a standard Remedy .arx file for most any ITSM form (or other form with a
> gazillion fields) is not feasible. That "arsystem" arx export functionality
> *desperately* needs an "add all fields" button to make it easier (humanly
> possible?) to move record(s) out of a given system for purposes of testing,
> development, personal backup, etc.
>
> But that's just my pet "missing User Tool feature" in the post version 8x
> world. I know others have voiced different "missing User Tool features"
> around these parts. BMC might want to look into it.
>
> Now, I haven't had an opportunity yet to see what v9x Mid Tier brings in
> this regard, so if BMC has now accounted for my pet issue, then as far as I
> am concerned... um... nevermind. :-)
>
> Thanks!
> -JDHood
>
>
> On Fri, Dec 25, 2015 at 9:32 PM, Mueller, Doug 
> wrote:
>
>> Everyone,
>>
>> Just to be clear here and reinforce some things that have been mentioned.
>>
>> One commitment we have is compatibility with our API/interfaces.  We want
>> to be sure that if you have written a program to the system on any version
>> of the server, that it will continue to work on future versions of the
>> server.
>>
>> In this case, there was an api function -- Export specifically -- that
>> had a problem with an export format in that it put a name in that format
>> that was not able to be properly processed by an existing API program that
>> used that operation.  This issue was corrected.
>>
>> Now, the fact that in this case the API program was the Windows User Tool
>> is not the major issue.  It is an API program that stopped working because
>> of an issue with the API producing data in a compatible way so that the
>> existing functionality of a tool would continue to work.  So, the server
>> was corrected to maintain the compatibility of the API.
>>
>> You will find that we have always been committed to this compatibility.
>> Occasionally, there is a miss somewhere -- as in this case -- and that miss
>> is corrected.
>>
>> This commitment is important for anyone who wants to produce an
>> integration or interaction with the system.  It means that as the server is
>> upgraded, there is no requirement to change the integrations/executables as
>> they should continue to work.  Generally, this is true.  It allows you to
>> mix and match versions of executables, mid-tier, applications, and server.
>>
>> NOTE: There is no magic here.  The older executable does not suddenly
>> inherit new functionality.  And, when you upgrade to using a new API, the
>> program may need to be updated to react to changes in the API/interface.
>> But, while continuing to use the older API for that program (even if other
>> programs are using the newer API), you can continue without having to
>> rebuilt right away.
>>
>> If you ever see an API incompatibility causing issues across versions,
>> please let us know right away.
>>
>> Doug Mueller
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> Sent: Saturday, December 19, 2015 12:55 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Something to be aware of - the User Tool cannot work with
>> overlaid forms on a 9.0 server - FIXED
>>
>> Hi,
>>
>> I think it is great news.
>>
>> Note that they fixed the AR Server rather than the User Tool.
>>
>> This was clearly a bug on the server side, as the server did not comply
>> to the way the older API worked. The client sends it's API-version along
>> with the call to the server, and the server is supposed to talk back to the
>> client with that same version of the API.
>>
>> I see very few who use ARUser.exe as main access to the AR Server
>> nowadays, but to look at and add/change core/foundation data it is very
>> useful.
>

Re: New Remedy Upgrade Project!! :)

[Rick Cook]

Yeah, I was thinking the same thing.  Rick's #1 rule of consulting is that
the customer can set the scope or the time line.  Not both.

Rick
On Dec 23, 2015 9:05 AM, "Roger Justice"  wrote:

> **
> Who else on the list consider 16 days to do a 7.1 to 8.1 upgrade to short
> and as you can see from PIKSSO custom authentication the customer has ITSM.
>
>
> -Original Message-
> From: Anna Peters 
> To: arslist 
> Sent: Wed, Dec 23, 2015 11:56 am
> Subject: New Remedy Upgrade Project!! :)
>
> **
> Good Morning, Arslist!
> New project available IMMEDIATELY– please send resume and rate
> requirements if you are interested.
>
> *Engagement Overview*
> *Duration: 4 weeks (4-day work weeks are ok)*
> *Location: Fort Meade, MD*
> ***TS/SCI is required***
>
> *ARS 7.1 – ARS 8.1 Upgrade1*
> ·Back-up current database
> ·Export forms
> ·Run upgrade scripts
> ·Test
> ·Perform any necessary remediation
>
> *Install & Configure email*
>
> *LDAP for Authentication Configuration Implementation*
> ·Configure LDAP authentication using the BMC supplied AR External
> Authentication (AREA) LDAP plug-in.
>
> *LDAP for People Data Population Implementation*
> ·Setup and configure LDAP People Data Population using the BMC
> supplied AR System Database Connectivity (ARDBC) LDAP plug-in.
>
> *Install and Configure PKISSO for Remedy ITSM/MidTier*
> ·Assist customer with installation and configuration of the
> Remedy AREA plugin and the PKISSO custom authenticator for MidTier.
>
> *Documentation*
> ·Document System
>
> Thank you and Happy Holidays!!
>
> *Anna Peters *
> Recruiter
> [image:
> http://www.beccconference.org/wp-content/uploads/2012/04/groups.png]
> <https://www.linkedin.com/profile/view?id=6916941&authType=NAME_SEARCH&authToken=E1Bl&locale=en_US&trk=tyah&trkInfo=clickedVertical:mynetwork,idx:1-2-2,tarId:1430769203865,tas:anna%20pete>
>
> Comcentric Inc.
> 10463 Park Meadows Drive #208
> Lone Tree, CO 80124
> [image: cid:image001.png@01CFF1DD.30084AF0]
>
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Re: AR System Email Mailbox Configuration

[Rick Westbrock]

Did you check for active links firing on window open for that form? I remember 
way back in maybe version 5 that I wrote active links to test the client type 
and if web then it would switch to a different view (since Standard views 
didn't render properly in a browser back then). You may want to use central 
preferences for your web login and enable logging to capture the active links.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Anonymous
Sent: Thursday, December 10, 2015 5:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Email Mailbox Configuration

I flushed mid-tier cache but since there are 2 views in this form, on remedy 
web it opens web view and on user tool, it opens Default admin view. 
Do we have a web view of this form OOTB with just 2-3 buttons?
Attached is the screen shot of this view.

Thanks!

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Re: Table Field Grabber

[Rick Westbrock]

I totally agree, BMC should have provided this OOB a long time ago.

Watch the video again to see how to get it Jason. :p


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, November 11, 2015 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Table Field Grabber

**
U... AWESOME This really should be a standard feature. Now how do I get 
a copy :)

Jason

On Wed, Nov 11, 2015 at 1:24 PM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
Hi folks,

we cranked out an awesome add-on that we called the Table Field Grabber. Please 
check out the 1 Min video: https://vimeo.com/145406896

What do you guys think?


Thanks

Thomas

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Re: ARGetMultipleEntries returning ARERR 552: ORA-00936: missing expression

[Rick Cook]

I saw something similar on an AI Transformation (MSSQL) that was performing
a similar function.  I, too, thought it was a space issue.  I removed one
condition (order by) from the SQL query, and it worked.

Rick
On Nov 3, 2015 2:33 PM, "Ben Chernys" 
wrote:

> **
>
> Hi All,
>
>
>
> ARS / ITSM 8.1.0 >>8.1.00 201301251157<< on Cent OS against Oracle 11.2
>
>
>
> Interesting trace on this one.  The query worked fine the first go (there
> is no query argument to this f) and ARGetMultipleEntries() picked up 100
> records from AST:BaseElement.
>
>
>
> On the second go of 100 records, the SQL log shows a single SQL repeated
> 100 times for each record, and then (for the status history):
>
>
>
> ARGetMultipleEntries ==>   
>Demo > 
>
> ARGetMultipleEntries ==> /* Tue Nov 03 2015 22:56:51.5891 */SELECT
> entryId,T0,U0,T1,U1,T2,U2,T3,U3,T4,U4,T5,U5,T6,U6,T7
>
> U7,T8,U8,T9,U9,T10,U10,T11,U11,T12,U12,T13,U13 FROM H1572 WHERE entryId
> IN)
>
> ARGetMultipleEntries ==>   
>Demo > 
>
> ARGetMultipleEntries ==> /* Tue Nov 03 2015 22:56:51.5907 */*** ERROR
> ***  ORA-00936: missing expression
>
>
>
> Interestingly, I think it may be related to not enough space allocated for
> the IN expression – as each Id will be more than 15 bytes.  More
> interestingly, this table has 0 records.
>
>
>
> The table in Q (schemaid = 1572) is AST:BaseElement – an infamous join J
>
>
>
> So, has this been fixed in a server patch?  Has anyone else seen this?
>
>
>
> Cheers
>
> Ben Chernys
>
> www.softwaretoolhouse.com
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Verizon Walnut Creek,CA Remedy position

[Rick Cook]

Well, it seems that the client, and perhaps some of the contract agencies
don't have a clear idea.

Rick
On Oct 26, 2015 3:22 PM, "Samuel J Albury III"  wrote:

> Why wouldn't you have an idea of the rate rage for a skilled BMC resource ?
>
>
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>

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Re: Verizon Walnut Creek,CA Remedy position

[Rick Cook]

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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Site Address

[Rick Trevino]

I am trying to populate site address field in People form from external source.

I am able to populate all the other location information except site address 
does not get populated,

I tested from remedy import tool and that works fine, the site address get 
populated when I use site city, site street, site country and site zip code , 
but not from other external source

 

 

Thanks,

 

Rick 

 


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Re: Upgrade advice

[Rick Cook]

Assuming that you are talking about custom code, there shouldn't be any
issues between 8.x and 9.  If you were pre-v7, there would be a few issues,
but you're probably good.

Rick
On Oct 20, 2015 5:35 AM, "Williamson, Victoria (CIV)" <
victoria.william...@usdoj.gov> wrote:

> **
>
> Good Morning Y’all!
>
>
>
> I will be upgrading a unique system where as the majority of the
> modifications are done as ARSystem and not in ITSM.  I have the
> documentation on the how to for the ITSM 8.2 => 9.*.  The question is
> what’s the best plan for the ‘other stuff’.  Because it’s built in ARSystem
> does it need to be upgraded too?  Or can we ‘reuse’ it after the ITSM
> upgrade? Any advice on this endeavor is very welcome.  Thank you.
>
>
>
> Very Respectfully,
>
>
>
> Victoria Williamson
>
> Remedy Development Manager
>
> 202-514-4759
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Automatically create relationship for CI from custom AI jobs

[Rick Cook]

Another way you could do that is to export the name and instance ID of the
CIs, put those two columns into your relationship spreadsheet, and use the
Vlookup formula in Excel to match the instance IDs up with the names in the
relationships.  Then load that sheet into the appropriate CMDB relationship
class.

Rick
On Oct 14, 2015 8:42 AM, "Transform IT, Inc." 
wrote:

> **
>
> Abhishek,
>
>
>
> You can just create a new transformation with two CMDBLookup steps, one
> for the Computer Systems you just created, and one for the Product CIs you
> just created.  Find the CIs you just created in the previous
> transformations and bring the Instance ID of those CIs.  Note:  You will
> need to have a primary key field on each table to be able to relate the two
> CIs together.  From there, make a CMDBOutput step and have it create the
> relationship CIs in the BMC.CORE:BMC_HostedSystemComponent class by mapping
> the CI Instance IDs you just retrieved and mapping them to the Destination
> Instance ID and Source Instance ID fields.
>
>
>
> Hope this helps.
>
>
>
> Chris
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Abhishek Chaturvedi
> *Sent:* Wednesday, October 14, 2015 5:26 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Automatically create relationship for CI from custom AI jobs
>
>
>
> **
>
> Hi Team,
>
> I have custom AI job which brings in computer sysytem and related product,
> I would like to know how can I automatically create relationship between
> them.
>
> Thanks,
> Abhishek.
>
> _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: Best and most recent well behaved ARServer version for upgrade

[Rick Westbrock]

Yes my bad on that for using the wrong terminology.

/facepalm

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, September 30, 2015 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Best and most recent well behaved ARServer version for upgrade

**
I know V9.0 PATCH 2 was released last week...which is different than SP2it 
would be 9.0.00 Patch 2.not 9.0.02

On Wed, Sep 30, 2015 at 9:30 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
v9 SP2 was released in the last week or so as well but I haven’t heard any 
feedback about it yet.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Wednesday, September 30, 2015 8:06 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Best and most recent well behaved ARServer version for upgrade

**
Mark,
I've had a few corner issues with 9.0.x...but overall the server is stable.  As 
you stated...there is an SP1 for it which I can recommend

On Wed, Sep 30, 2015 at 8:55 AM, Marc Burick 
mailto:marc.bur...@prudential.com>> wrote:
** Good morning.
Can you suggested the newest and most stable version of ARServer that is 
supported? All of our applications are home grown and our organization is still 
using the 7.6 sp 5 client.

I asked the same questions a few months ago, but we did not upgrade at that 
time.  We were looking at 8.1.02 since 9.x was just released.

It has been 6 months since I last inquired. Have you found 9.0.00 or 9.0.01 to 
be just as stable as 8.1.02 or is 8.1.02 still the best version to go with?

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

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Re: Best and most recent well behaved ARServer version for upgrade

[Rick Westbrock]

v9 SP2 was released in the last week or so as well but I haven’t heard any 
feedback about it yet.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, September 30, 2015 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Best and most recent well behaved ARServer version for upgrade

**
Mark,
I've had a few corner issues with 9.0.x...but overall the server is stable.  As 
you stated...there is an SP1 for it which I can recommend

On Wed, Sep 30, 2015 at 8:55 AM, Marc Burick 
mailto:marc.bur...@prudential.com>> wrote:
** Good morning.
Can you suggested the newest and most stable version of ARServer that is 
supported? All of our applications are home grown and our organization is still 
using the 7.6 sp 5 client.

I asked the same questions a few months ago, but we did not upgrade at that 
time.  We were looking at 8.1.02 since 9.x was just released.

It has been 6 months since I last inquired. Have you found 9.0.00 or 9.0.01 to 
be just as stable as 8.1.02 or is 8.1.02 still the best version to go with?

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

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Re: How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

Mark, this very well could be related to a view form that I had built and then 
had problems with. I seem to remember either exporting/deleting/importing it or 
deleting and recreating. I may have touched data in the arschema table since 
this form was tied to a regular form and the schema ID numbers were off. I’ll 
go down that road again, I remember seeing the form that I had deleted showing 
up in the Admin tool (7.1) but not being accessible or something of that nature.

I am about due to refresh my dev database from production anyway which would 
resolve the issue but I’d rather know the cause and how to fix it first.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
Sent: Friday, September 25, 2015 12:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
It looks as though the error may be being thrown during server startup as the 
server loads the metadata to create the cache.  I've seen similar issues where 
the problem was a view form which was referencing a db table which had been 
removed.  Do you have any view forms where this may be the case - a table 
accessed via a db link for example?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 24 September 2015 20:23
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
I just searched through our PDF archive back to 3.0. The earliest match for the 
checkdb option was in the 7.5 docs.

I would expect that kind of thing to be captured in the sql log or at least one 
of the logs. I would try logging API, SQL, Filter, Escalation to the same log 
file and use LJ's ParseString utility to look for ARERR. If a match is found 
get the RPC ID and then run the log through the utility again looking for that 
RPC ID. Doing this has helped me so many times quickly find odd errors that 
would usually a pain to find (also works well for striping down server-side 
logs to a specific user prior to it being available in 9.0).

Jason

On Thu, Sep 24, 2015 at 11:14 AM Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
I made the rookie mistake of not including my ARS version 7.1 in my initial 
post. /facepalm

LJ, I am not sure if that utility is available for 7.1 since one of the command 
line parameters is the  which I don’t think existed before 
version 7.5. I will still try to make it work though.

Jarl, I did have SQL logging on but couldn’t find anything helpful. It shows 
SQL Trace Log stopping at 07:39 (when I ran the restart script) and starting at 
07:43 but the string “err” isn’t even in the first minute of the log (shown 
below) but the 481 error was logged in arerror.log at 07:41.

arerror.log
Thu Sep 24 07:41:28 2015  390600 : Requested database table not found.  Please 
check the spelling (table name is case-sensitive) (ARERR 481)

arsql.log
  /* Thu Sep 24 2015 07:39:27.8954 */SQL Trace Log -- OFF
  /* Thu Sep 24 2015 07:43:18.1889 */SQL Trace Log -- ON (AR 
Server 7.1.00 Patch 011 201007230200)
  /* Thu Sep 24 2015 07:43:18.2519 */CONNECT ARAdmin
  /* Thu Sep 24 2015 07:43:18.3376 */SELECT BANNER FROM 
V$VERSION


-Rick
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Thursday, September 24, 2015 8:45 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
Rick,
I recommend this article :)

https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have

Re: How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

I made the rookie mistake of not including my ARS version 7.1 in my initial 
post. /facepalm

LJ, I am not sure if that utility is available for 7.1 since one of the command 
line parameters is the  which I don’t think existed before 
version 7.5. I will still try to make it work though.

Jarl, I did have SQL logging on but couldn’t find anything helpful. It shows 
SQL Trace Log stopping at 07:39 (when I ran the restart script) and starting at 
07:43 but the string “err” isn’t even in the first minute of the log (shown 
below) but the 481 error was logged in arerror.log at 07:41.

arerror.log
Thu Sep 24 07:41:28 2015  390600 : Requested database table not found.  Please 
check the spelling (table name is case-sensitive) (ARERR 481)

arsql.log
  /* Thu Sep 24 2015 07:39:27.8954 */SQL Trace Log -- OFF
  /* Thu Sep 24 2015 07:43:18.1889 */SQL Trace Log -- ON (AR 
Server 7.1.00 Patch 011 201007230200)
  /* Thu Sep 24 2015 07:43:18.2519 */CONNECT ARAdmin
  /* Thu Sep 24 2015 07:43:18.3376 */SELECT BANNER FROM 
V$VERSION


-Rick
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, September 24, 2015 8:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
Rick,
I recommend this article :)

https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have a good method of tracking down the table that is missing or 
broken that might be throwing the error on startup? All of our apps work fine 
including the forms that I fixed but I'm still getting the error. When I first 
looked at this I did find a problem with a row in the arschema table but that 
was resolved.


-Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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

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How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have a good method of tracking down the table that is missing or 
broken that might be throwing the error on startup? All of our apps work fine 
including the forms that I fixed but I'm still getting the error. When I first 
looked at this I did find a problem with a row in the arschema table but that 
was resolved.


-Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: Prevent User from using Client Tool

[Rick Westbrock]

Good point, IT Security might also be interested in people installing software 
that isn’t approved by the company.

-Rick (the other one)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, September 23, 2015 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Prevent User from using Client Tool

**

Could I suggest an HR solution?  If they're misusing company resources, a 
little chat from the right person might just put a stop to it.

Rick
On Sep 23, 2015 3:31 PM, "LJ LongWing" 
mailto:lj.longw...@gmail.com>> wrote:
**

Hmm, that's an interesting option, worth looking into
On Wed, Sep 23, 2015 at 3:46 PM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:

**
I've never had to use it, but do you guys think that the 
Disable-Client-Operation ar.cfg/conf setting would help?

Disable-Client-Operation: 3

References:
https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options+C-D
https://docs.bmc.com/docs/display/public/ars81/List+of+Client+Type+ID

Thad

On Wed, Sep 23, 2015 at 2:25 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
Possibly, but, one possible down side to that is that you need to ensure any 
integration that utilize the API are upgraded to use an API never than that as 
well :)

On Wed, Sep 23, 2015 at 3:16 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
Another way would be to set the Minimum API Version in the AR System 
Administration: Server Information (Configuration tab)
That is assuming you are on a version of the AR System > than 7.6.04
Fred
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Candace 
DeCou
Sent: Wednesday, September 23, 2015 3:59 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Prevent User from using Client Tool
**
Keith - you can likely use an active link error with a Run If where 
$CLIENT_TYPE$ != 9 (OR = some number) You'll have to go find the correct number 
that corresponds to the thick client user tool as I do not remember it off the 
top of my head, but that should work for you. The 9 I believe indicates the web 
client. Be prepared for some angry customers.
Hope this helps
Candace
On Wed, Sep 23, 2015 at 1:43 PM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Is there a really good way to prevent users from using the User Tool?
We have removed the tool from new laptop builds, images, etc. However, there 
are some people who refuse to give up the tool unless we pry it from their cold 
dead hands. These people are also downloading and reinstalling the client when 
we do remove it.
So, what is a great way of preventing them from using it in the first place? I 
know I am not alone in the forcing of users away from the tool.
Thanks,
Keith Sinclair
Remedy Development
ShopperTrak Chicago, USA
O 312.676.8289
ksincl...@shoppertrak.com<mailto:ksincl...@shoppertrak.com> | 
shoppertrak.com<http://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_

_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Prevent User from using Client Tool

[Rick Cook]

Could I suggest an HR solution?  If they're misusing company resources, a
little chat from the right person might just put a stop to it.

Rick
On Sep 23, 2015 3:31 PM, "LJ LongWing"  wrote:

> **
>
> Hmm, that's an interesting option, worth looking into
> On Wed, Sep 23, 2015 at 3:46 PM, Thad Esser  wrote:
>
> **
> I've never had to use it, but do you guys think that the
> Disable-Client-Operation ar.cfg/conf setting would help?
>
> Disable-Client-Operation: 3
>
> References:
>
> https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options+C-D
> https://docs.bmc.com/docs/display/public/ars81/List+of+Client+Type+ID
>
> Thad
>
> On Wed, Sep 23, 2015 at 2:25 PM, LJ LongWing 
> wrote:
>
>> **
>> Possibly, but, one possible down side to that is that you need to ensure
>> any integration that utilize the API are upgraded to use an API never than
>> that as well :)
>>
>> On Wed, Sep 23, 2015 at 3:16 PM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>>> **
>>>
>>> Another way would be to set the Minimum API Version in the AR System
>>> Administration: Server Information (Configuration tab)
>>>
>>> That is assuming you are on a version of the AR System > than 7.6.04
>>>
>>> Fred
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Candace DeCou
>>> *Sent:* Wednesday, September 23, 2015 3:59 PM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: Prevent User from using Client Tool
>>>
>>> **
>>>
>>> Keith - you can likely use an active link error with a Run If where
>>> $CLIENT_TYPE$ != 9 (OR = some number) You'll have to go find the correct
>>> number that corresponds to the thick client user tool as I do not remember
>>> it off the top of my head, but that should work for you. The 9 I believe
>>> indicates the web client. Be prepared for some angry customers.
>>>
>>> Hope this helps
>>>
>>> Candace
>>>
>>> On Wed, Sep 23, 2015 at 1:43 PM, Sinclair, Keith <
>>> ksincl...@shoppertrak.com> wrote:
>>>
>>> **
>>>
>>> Is there a really good way to prevent users from using the User Tool?
>>>
>>> We have removed the tool from new laptop builds, images, etc. However,
>>> there are some people who refuse to give up the tool unless we pry it from
>>> their cold dead hands. These people are also downloading and reinstalling
>>> the client when we do remove it.
>>>
>>> So, what is a great way of preventing them from using it in the first
>>> place? I know I am not alone in the forcing of users away from the tool.
>>>
>>> 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_
>>
>
> _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: ITSM 8 - Requested record is locked

[Rick Westbrock]

I notice that part of the solution is changing the setting  of Submitter Mode 
Locked. That is not a trivial change to make to your configuration. BMC is 
suggesting that you change from Submitter Mode Changeable to Locked which can 
affect custom workflow that  might happen to change the value of the Submitter 
field for whatever reason. It does bring the advantage however that a user with 
a read-only license may modify a record for which they are the Submitter which 
can help reduce your licensing requirements or add the flexibility for 
read-only users to update tickets which they submitted.

I just thought I would point that out as I ran into a problem in the past when 
moving a client using custom apps from a server with submitter mode Changeable 
to a shared server with submitter mode locked as we had to recode parts of the 
applications to not change the Submitter field.


-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Stone
Sent: Tuesday, September 22, 2015 4:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 8 - Requested record is locked

Brad,

Below is from BMCs KA KA401899, Hope it helps.

Brian


Randomly encountering "Requested record is locked by another user, please 
retry. (ARERR 566)" error message upon accessing a record.

LP: BMC Remedy AR System Server 8.1.00
DR: AR System 8.1.00

SQL Server 2008

Details: Randomly encountering  "Requested record is locked by another user,

please retry. (ARERR 566)" error message upon accessing a record.

Issue Summary: Remedy Error (ARERR 566)


Solution

Add/modify below parameters in ar.cfg file and restart arserver service.

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

and change Submitter-Mode: 2 to Submitter-Mode: 1

So the expected final settings are

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

Submitter-Mode: 1

Problem

Randomly encountering "Requested record is locked by another user, please 
retry. (ARERR 566)" error message upon accessing a record.

LP: BMC Remedy AR System Server 8.1.00
DR: AR System 8.1.00

SQL Server 2008

Details: Randomly encountering  "Requested record is locked by another user,

please retry. (ARERR 566)" error message upon accessing a record.

Issue Summary: Remedy Error (ARERR 566)


Solution

Add/modify below parameters in ar.cfg file and restart arserver service.

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

and change Submitter-Mode: 2 to Submitter-Mode: 1

So the expected final settings are

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

Submitter-Mode: 1

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Re: Message at login page?

[Rick Westbrock]

>From what I recall the application server is not involved in the MT login page 
>(or logout page either) so you would have to modify login.jsp in some way to 
>accomplish that.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Monday, September 21, 2015 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Message at login page?

**
Hi All,

I was asked to look into the possibility of posting a message at the log. When 
the user goes to the log in either would be a message on the page sort of like 
when you get a failed authentication or need to enable pop's. Other option 
could be a pop to display the message. Hoping I can do something within the 
application and not have to do something on the mid-tier's themselves.

Another option might be to display the message when the Overview Console is 
first displayed, but only that first time right after log in.

ARS 7.6.04 SP5
Mid-Tier 7.6.04 SP5

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
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Re: Making remedy available to general public

[Rick Cook]

Well, the first thing you will have to do is put your web server outside of
your firewall.  Then secure the heck out of it, and make sure you control
tightly the pipeline to your AR Server, which will be inside of your
firewall.

You might consider having your web programmers build the screen and collect
the data, and then use a Web Service or API call to generate the Remedy
request.

Rick
On Sep 18, 2015 7:48 AM, "Isabel Irving" 
wrote:

> Hello!
>
> We have a Remedy system which is used internally by a call centre to log
> calls on behalf of the general public.
>
> We are now thinking about whether it would be possible to allow the
> general public to log their own requests.
>
> What would you recommend in terms of authentication and security?  Would
> this need a 3rd party app on the front end?
>
> We would want to make it easy for the general public to submit a
> request(and maybe to see updates or cancel a request they have raised) but
> we would also want to be sure we are not inviting hackers.
>
> I've had a search around BMC and the ARS List and haven't found any
> obvious answers - I guess there are a lot of different options out there.
> We'd be looking for something that is easily set up and that would mean we
> can add categories, business rules etc to Remedy without having to also
> update the rules and categories in a 3rd party app.
>
> Any tips?
> Thanks!
> Isabel
>
>
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Re: Integration with Jira question.

[Rick Cook]

I believe that you could do it with a Web Service, but IIRC, Jira needs a
restful WS to work.  In v9, the BMC WS are said to restful-ish.

Rick Cook

On Sat, Aug 29, 2015 at 11:29 AM, Stanley Feinstein <
st...@projectremedies.com> wrote:

> You might look at Kovair Software's web site.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of GBGupta
> Sent: Saturday, August 29, 2015 10:36 AM
> To: arslist@ARSLIST.ORG
> Subject: Integration with Jira question.
>
> Hi,
> I need some help trying to understand if there is a way to integrate remedy
> Incident to a Defect in JIRA?
> Is there any plugin out there?
> Or how would I be able to achieve this? We are on remedy 8.1.
> I have zero knowledge of Jira but I could get my hands on an installation
> to
> test out an integration.
>
> Atlassian also offers a Service Desk module - so there is also a thought to
> switch to using that for lack of better way to integrate.
>
> Any help from arslisters would be highly appreciated!!!
>
> BMC Incident Management Team @ Toronto - anything out there?  It will be
> too
> sad BMC losing space to Atlassian Service Desk!
> Please help!!!
>
> Thx,
> Geetika
>
> Sent from my iPhone
>
> 
> ___
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> Answers
> Are, and have been for 20 years"
>
>
> -
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2015.0.6125 / Virus Database: 4409/10538 - Release Date: 08/29/15
>
>
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Re: ARS 8.0. RedHat 5 => 6 migration

[Rick Cook]

Terry, I read the KBs on that.  There's a fairly quick and easy workaround.

Rick
On Aug 20, 2015 6:48 AM, "Terry Bootsma"  wrote:

> ** 
> We had some issues with Java 8 on ITSM 8.1.01 with Web reporting not
> working in the midtier.  We had to go back to Java 7 on our midtiers.
>
> Terry
>
>
> --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *frex popo
> *Sent:* August-20-15 2:39 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 8.0. RedHat 5 => 6 migration
>
> **
> Thanks Shafkat/Jason.
> I will have to reconsider v8 and may be install v7 instead or stick with
> v6​
>
> On Wed, Aug 19, 2015 at 7:15 PM, Jason Miller 
> wrote:
>
>> **
>> Yeah, I agree. I am thinking with ARS/ITSM 8.x that Java 7 is the safe
>> bet. If you were looking at ARS/ITSM 9 then I would say give Java 8 serious
>> consideration.
>>
>> Jason
>>
>> On Wed, Aug 19, 2015 at 7:30 AM, Shafqat Ayaz  wrote:
>>
>>> **
>>> Hi
>>> I had major problems with Java 8. After talking to BMC Support I had to
>>> go back to v6. I don't know if this has been fixed in the meantime.
>>>
>>>
>>>
>>> *Shafqat Ayaz*
>>>
>>>
>>> --
>>> *From:* frex popo 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Wednesday, August 19, 2015 11:11 AM
>>> *Subject:* Re: ARS 8.0. RedHat 5 => 6 migration
>>>
>>> **
>>> Thanks Jason
>>> I checked the Knowlege Base and saw few issues with Java8 and ARS8.1 and
>>> other issues but nothing related to ARS8.0...So still investigating.
>>>
>>> Thanks​
>>>
>>>
>>>
>>> On Wed, Aug 19, 2015 at 9:10 AM, Jason Miller 
>>> wrote:
>>>
>>> **
>>> I remember seeing something in the past about Java 8 and ARS and/or ITSM
>>> 8.x incompatibility. Is java 8 listed on the comparability matrix for
>>> Remedy 8?
>>>
>>> It may have been addressed in an update but wanted give a heads up. I
>>> don't remember the exact details. It is either mentioned her on the list or
>>> the BMC Communities (well and kb.bmc.com probably).
>>>
>>> Jason
>>>
>>> On Tue, Aug 18, 2015 at 11:38 PM, frex popo  wrote:
>>>
>>> **
>>> ​We are migrating ARS/ITSM 8.0 OS from Linux RedHat5 to Linux 6 and all
>>> the rest stays the same, apart from Java We are planning on
>>> installing Java v8 instead of the current version Java v6. Anyone
>>> encounters some problems with having ARS/ITSM 8.0 running Java v8?
>>>
>>> Best Regards
>>> frex
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _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: What is it about the ARSlist that keeps you here rather than Communities

[Rick Cook]

It's the convenience, the fact that I can easily find what I'm looking for,
and frankly, the people.  Like Joe said, they are people I know.  And
like.

Rick
On Aug 18, 2015 12:41 PM,  wrote:

> **
> I use list because "it is in email format"
> Why: because I can search gmail anytime without an account login, it is
> easy in Google and BMC cannot remove the information.
> I can use from my iPhone
> I am not dependent on another company just google. When BMC is down Google
> is up?
> And last ; I am as 90% of all Americans -- resistant to change.
>
>
> Sent from my iPhone
>
> On Aug 18, 2015, at 12:52 PM, Daniel  wrote:
>
> **
>
> I know many of us go to both, I am especially interested in those that are
> here and not on communities or more active her.
>
>
>
> Why are you more active here?
>
>
>
> What makes the ARSlist different\unique\special versus Communities.
>
>
>
> Do you miss the ARSlist Awards and sessions or see this list as a
> commodity now and just want to use it.
>
>
>
> Yes there is a purpose and an end goal here.
>
>
>
> If there is a company interested in sponsoring the ARSlist in it’s current
> form, and\or having a partnership with WWRUG, I would be happy to hear from
> you.
>
>
>
> Cheers Dan
>
> Creator of the ARSlist
> _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: Updating the DM Load path in SYS:Settings

[Rick Cook]

No, it was a permission issue.  I had to share the destination folder. It's
working now.

Rick
On Aug 11, 2015 5:03 PM, "Thad Esser"  wrote:

> **
> The trailing slash?
>
>
> https://docs.bmc.com/docs/display/public/itsm81/Configuring+the+BMC+Remedy+AR+System+repository+for+attachments+and+spreadsheets
>
> [image: Inline image 1]
>
>
>
> On Mon, Aug 10, 2015 at 11:39 AM, Rick Cook  wrote:
>
>> **
>>
>> I am trying to specify the DM Load directory in the SYS:Settings Form,
>> but I get an error 38 when I try it out.
>>
>> I have opened up that directory's permissions to full control for all
>> local users, but apparently that's not good enough.  What am I missing?
>>
>> Rick
>> _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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Updating the DM Load path in SYS:Settings

[Rick Cook]

I am trying to specify the DM Load directory in the SYS:Settings Form, but
I get an error 38 when I try it out.

I have opened up that directory's permissions to full control for all local
users, but apparently that's not good enough.  What am I missing?

Rick

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Re: Call AI job from workflow?

[Rick Cook]

I've done it, though my memory is fuzzy on the details.  Basically, when
you schedule your AI job, it creates a record in a form.  The form name
depends on the version of AI, but it's in the docs.

You can have workflow look for records matching your criteria entering that
form, and do what you want with it.

Rick
On Aug 3, 2015 8:04 AM, "Andrew Hicox"  wrote:

> **
>
> Hi everyone,
>
> I have a requirement to create a user interface whereby a spreadsheet is
> uploaded as an attachment, and used as an input to an atrium integrator job
> that will import/mangle data appropriately.
>
> Offhand, it seems like this ought  to be possible. I suspect I could use a
> clever run-process to copy the attachment into a temp directory and have AI
> pick it up from there.
>
> However, I need some way of not only triggering the AI job in real time
> from workflow, but I also need a way to send a variable into the job at
> runtime (i.e. "process this specific filename right  now"). Also (ideally)
> I'd need some way of capturing exceptions from AI and displaying a sensible
> error message to the user ("missing required data", "bad spreadsheet
> format", etc etc).
>
> Has anyone here ever attempted this sorta thing? If so, any pointers?
>
> -Andy
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Java 8 page display issues

[Rick Cook]

Thanks, Julie.  I should clarify that I only upgraded Java on the Mid-tier
server. AR Server was already on 8, so the paths there should be OK.  Just
the Mid-tier is the current issue.

Rick
On Jul 31, 2015 8:28 AM, "Rockwood, Julie"  wrote:

> **
>
> Hi Rick,
>
> Our Java path seems to change regularly.  Here is a list of what needs to
> change with it.
>
>
>
> a. Edit monitor.cfg
>
> b. Change PATH environment variable
>
> c. Update jvm library in regedit for both email and flashboard
> services.  When in Regedit, the Email Engine service can be found under
> HKEY_LOCAL_MACHINE -> SYSTEM -> CurrentControlSet -> servers->BMC Remedy
> Email Engine hostname->Parameters.
>
> d. Change the tomcat6w.exe settings on mid-tier servers
>
> e. For UDM, Edit  E:\Program Files\BMC
> Software\ARSystem\diserver\data-integration\set-pentaho-env batch file.
>
> f.  To export SRDs update E:\Program Files\BMC
> Software\ARSystem\artools\arexport.bat
>
> g. If you need to run the email engine from the command line, Update
> JavaPath in  e:\program files\bmc software\arsystem\aremail\EmailStart
>
>
>
> Good Luck!
>
> *_*
>
> Julie Rockwood
>
> SAE-3 – Site Infrastructure and Programs Software
>
> Los Alamos National Laboratory
>
> (505) 667-9846
>
>
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Friday, July 31, 2015 9:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Java 8 page display issues
>
>
>
> **
>
> I have a new 8.1.02 server on Windows x64.  Mid-tier server connected to
> AR Server just fine until I upgraded from Java 7 to 8.  I uninstalled
> 7,rebooted, then installed 8 (x64).
>
> I then updated the Java path variables in both Tomcat and the local
> Environmental settings to reflect the new location of Java.  Restarted
> Tomcat a few times. I even looked in the registry to be sure that Java 7
> was GONE.
>
> But now, when I attempt to connect from the Mid-tier server to either the
> AR Server or even the Mid-tier configuration page, I get "Page cannot be
> displayed" errors.
>
> Anyone encounter that, or could give me something else to look at?
>
> Rick
>
> _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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Java 8 page display issues

[Rick Cook]

I have a new 8.1.02 server on Windows x64.  Mid-tier server connected to AR
Server just fine until I upgraded from Java 7 to 8.  I uninstalled
7,rebooted, then installed 8 (x64).

I then updated the Java path variables in both Tomcat and the local
Environmental settings to reflect the new location of Java.  Restarted
Tomcat a few times. I even looked in the registry to be sure that Java 7
was GONE.

But now, when I attempt to connect from the Mid-tier server to either the
AR Server or even the Mid-tier configuration page, I get "Page cannot be
displayed" errors.

Anyone encounter that, or could give me something else to look at?

Rick

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Re: Resetting all passwords

[Rick Cook]

What if you just restricted the access to administrator only?

Rick
On Jul 17, 2015 8:04 AM, "Scott Hallenger"  wrote:

> **
> Hello Listers,
> I was wondering if you could advise me on a password issue. We basically
> want to lock all of our users out of our QA system, but leave their
> accounts active. One thought was to reset everyone's PW to something they
> don't know. Is there a way to reset everyone's PW or re-enforce the default
> password.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Java Update from JRE 7 to JRE 8

[Rick Cook]

You might need to update the registry manually as well, if you're on
Windows and fixing the PATH, etc. doesn't fix it.

Rick
On Jun 29, 2015 9:06 AM, "Arner, Todd"  wrote:

> **
>
> Thanks Rick.  It is different.  I am now trying to determine where all I
> need to make changes to reference the new installation directory.
>
>
>
> Todd
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Monday, June 29, 2015 11:02 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Java Update from JRE 7 to JRE 8
>
>
>
> **
>
> Todd, check the installation directory.  I think it's different for v8 vs.
> v7.
>
> Rick
>
> On Jun 29, 2015 8:58 AM, "Arner, Todd"  wrote:
>
> **
>
> We are trying to update Java on our Remedy server from version 1.7.0_79 to
> 1.8.0_45 and after updating we are unable to start the email engine or
> flashboards.  We are also not able to use the AR System Plug-in Server.  I
> am assuming that there are some config files or files that need to be
> updated to point to the new path.  Does anyone have a listing of sorts that
> indicates what needs to be updated?  Any help or direction you can provide
> is greatly appreciated.
>
>
>
> ARS 8.1.00
>
> OS Windows server 2008 SP1
>
> DB 2008 R2 (SP2)
>
>
>
> Thanks,
>
> Todd Arner
>
> Great Lakes
>
>
>  --
>
> The information contained in this communication may be confidential, is
> intended only for the use of the recipient(s) named above, and may be
> protected under state or federal law. If the reader of this message is not
> the intended recipient, you are hereby notified that any dissemination,
> distribution, or copying of this communication, or any of its contents, is
> strictly prohibited. If you have received this communication in error,
> please forward the communication to no...@glhec.org immediately and
> destroy or delete the original message and any copy of it from your
> computer system. If you have any questions concerning this message, please
> contact the sender.
>
> _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: Java Update from JRE 7 to JRE 8

[Rick Cook]

Todd, check the installation directory.  I think it's different for v8 vs.
v7.

Rick
On Jun 29, 2015 8:58 AM, "Arner, Todd"  wrote:

> **
>
> We are trying to update Java on our Remedy server from version 1.7.0_79 to
> 1.8.0_45 and after updating we are unable to start the email engine or
> flashboards.  We are also not able to use the AR System Plug-in Server.  I
> am assuming that there are some config files or files that need to be
> updated to point to the new path.  Does anyone have a listing of sorts that
> indicates what needs to be updated?  Any help or direction you can provide
> is greatly appreciated.
>
>
>
> ARS 8.1.00
>
> OS Windows server 2008 SP1
>
> DB 2008 R2 (SP2)
>
>
>
> Thanks,
>
> Todd Arner
>
> Great Lakes
>
>
>  --
> The information contained in this communication may be confidential, is
> intended only for the use of the recipient(s) named above, and may be
> protected under state or federal law. If the reader of this message is not
> the intended recipient, you are hereby notified that any dissemination,
> distribution, or copying of this communication, or any of its contents, is
> strictly prohibited. If you have received this communication in error,
> please forward the communication to no...@glhec.org immediately and
> destroy or delete the original message and any copy of it from your
> computer system. If you have any questions concerning this message, please
> contact the sender.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: OT: Funny

[Rick Cook]

Spelling is important, isn't it?

Rick
On Jun 9, 2015 9:08 AM, "Shafqat Ayaz"  wrote:

> **
> while looking at the Remedy website came across this...
>
>-
>- BMC Atrium Integrator Server is not detected | BMC Communities
><https://communities.bmc.com/thread/105058>
>Apr 15, 2014 ... Getting the error message "BMC Atrium integrator
>Server is not ... You need to install atrium integrator which is a
>desperate download on the ...
>desperate download indeed!!
>-
>-
>
>
>
> *Shafqat Ayaz*
>
>
>   --
>  *From:* "Grooms, Frederick W" 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, June 8, 2015 5:24 PM
> *Subject:* Re: Set field SQL statement correction
>
> You should be able to search the forms "AR System Metadata: actlink_sql"
> and "AR System Metadata: filter_sql" looking for the double quotes.  From
> those forms you can take the Actlink ID or Filter ID to the Actlink or
> filter metadata forms to find the workflow to update
>
> Fred
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
> Sent: Friday, June 05, 2015 10:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Set field SQL statement correction
>
> Hi All,
>
> We have migrated  our custom (non-ITSM) ARS application from 7.1
> (Solaris-Sybase) to 8.1 (Linux-Oracle).
> Currently facing issues with Set Field SQL action in various workflows due
> to difference in SQL statments in Sybase and Oracle.
> For instance in one of the activelinks,
> on sybase
> select Install_History from CM_Change_Mgmt where Change_Request__ =
> "$Change_RequetID$"
> which gets error on Oracle, to rectify it I made the below change
> select Install_History from AOL_CM_Change_Mgmt where Change_Request__ =
> '$Change_RequetID$'
> single-quote
>
> Since I don't know for the presence of "double-quotes" in the workflows for
> similar actions, what would be the best way to rectify the set-fields
> actions,push field, direct sql??
>
> Regards,
> Saurabh
>
>
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>
>
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Re: Pre install settings for MAPI not selected

[Rick Westbrock]

My experience in the past is that it did require the full Outlook client, 
Express is not supported. You can check the compatibility matrix to find out 
for sure.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walunjkar, Parshuram
Sent: Tuesday, June 02, 2015 7:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Hi Harsh,
I believe it will not work with outlook express.

Thanks
Parshuram


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh
Sent: 02 June 2015 6:26:PM
To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Hi Parshuram,

Thanks

I have followed the steps. I guess they were fine, so after rebooting the 
server it worked :)

But there is one more concern now "Can Mapi will only work with MS Outlook" or 
"It can also be able to work with simple outlook express"

Regards,
Harsh

On Fri, May 29, 2015 at 10:30 AM, Walunjkar, Parshuram 
mailto:parshuram_walunj...@bmc.com>> wrote:
**
Look like email engine is not able to connect to exchange must be small step  
might be missing.
I hope you must have followed the steps for mapi as well as this community 
thread.

https://communities.bmc.com/message/377940





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Harsh
Sent: 28 May 2015 10:54:PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Pre install settings for MAPI not selected

**
Hi Guys,

 I am have made successful connection to AR Server as i told earlier, but 
receiving the following error msg in the STDERR file.
>
> com.bmc.mail.mapi.MAPINative getStore
> SEVERE: MAPILogonEx Failed - Unable to login to MAPI
> javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
> at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
> at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
> at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
> at 
> com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)

Regards,
Harsh

On Fri, May 22, 2015 at 10:12 PM, Harsh 
mailto:chaudhar...@gmail.com>> wrote:
Thanks a ton guys. It is working now :)

Regards,
Harsh

On Fri, May 22, 2015 at 7:05 PM, Harsh 
mailto:chaudhar...@gmail.com>> wrote:
Hi Parshuram,

I have replaced the binaries and used 32 bits instead of 64 bit, i also seen a 
post of yours where you have mentioned "JRE 7 is expecting msvcr100.dll should 
be in path"

@LJ i have checked in registry it is pointing to correct JRE path.

Regards,
Harsh

On Fri, May 22, 2015 at 6:38 PM, Walunjkar, Parshuram 
mailto:parshuram_walunj...@bmc.com>> wrote:
**
Harsh
This is because  at the time of you installation you have selected 64 bit jre,  
so installer has kept emaild.exe and aremaild.exe of 64 bit in the installation 
directory e.g C:\Program Files\BMC Software\ARSystem\AREmail
So either you need to replace those 32 bit exe or you need install again.

Hope this will helps you.

Thanks
Parshuram Walunjkar


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Harsh
Sent: 22 May 2015 5:46:PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Pre install settings for MAPI not selected

**
Hi All,

Thanks for your inputs now email is start going out from the server, but if i 
start emailstart.bat file from command prompt it starts working.
But in case i try to start the email engine from services it gives error that 
email engine have started and stopped.
Its been weird.

Regards,
Harsh

On Fri, May 22, 2015 at 1:22 PM, Walunjkar, Parshuram 
mailto:parshuram_walunj...@bmc.com>> wrote:
**
Harsh,
You need to follow the steps which mentioned in this mail thread.

However at the time of you installation you have selected 64 bit jre,  so 
installer has kept emaild.exe and aremaild.exe of 64 bit in the installation 
directory e.g C:\Program Files\BMC Software\ARSystem\AREmail
So either you need to replace those 32 bit exe or you need install again.

Hope this will helps you.

Thanks
Parshuram Walunjkar


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of "Rüdiger 
Tams (priv)"
Sent: 22 May 2015 12:02:PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Pre install settings for MAPI not selected

**
Harsh,

pls. verify for the user you are using to connect to the Exchange server if the 
outlook client is installed.
without the dlls you won't be able to connect to the server from your client 
machine (your ar server).

As far as is remember the MAPI stuff (we are using IMAP or POP3) you need to 
create an
exchange mail profile for th

Re: Single Sign On (SSO) with CAS

[Rick Phillips]

Very nice!

Thanks,

rp

On 5/28/2015 1:36 PM, Alex Agle wrote:

I went ahead and wrote a 10 page guide on implementing SSO with CAS.

I hope it is helpful.  If anyone has any corrections, please feel
free to send them my way.

Thanks,
Alex

On Tue, May 26, 2015 at 04:20:18PM -0600, LJ LongWing wrote:

Alex,
Anybody that is willing to provide help to the community is
appreciatedso, while I don't currently have any use for that
information, I never quite know where I'm going to be next month/year, and
I might find the information useful, so, if you don't mind, please, post :)

On Tue, May 26, 2015 at 4:16 PM, Alex Agle  wrote:


Hi everyone,

I haven't posted in years, because I was spending most of my time working
with a different BMC product.  Now I'm circling back to the BMC Remedy
Action Request System.  We're on 6.3 (on Solaris), moving to 8.1.2p1
on Linux next month.

I documented the upgrade of our test environment.  It didn't go the most
smoothly, and I couldn't have completed it without BMC Support's help.
We had to manually update some of the table structures.  Perhaps this
is because we totally skipped 7.0, 7.1, 7.5, 7.6, and 8.0.  We also
had a duplicate index on one table, according to the data dictionary,
so we had to delete it.

In any case, my last technical challenge was to get single sign on
working.  I never tried to get it working before, and I thought it
would be a bonus if I could get it working as part of this upgrade.

I did a lot of google searching, and I saw a few other posts where
other people were trying to accomplish what I wanted to do.  Either
nobody responded, or some people gave some general pointers, or
javasystemsolutions.com chimed in to tout their product.

In any case, after a long 14 hour day, I finally got it working.
We have the following environment:
Linux RHEL 6.6 / Apache 2.2 / Tomcat 7.0 / mod_ssl /
   mod_auth_cas 1.0.9 / areasso 7.0

If there is any interest, I will write up a guide on how to implement
SSO with CAS and share it with the list.

Thanks,
Alex
--
O--O--O-O
|   Alex Agle   \/ Lead Application Developer   |
O---/\  Georgia Institute of Technology |
|(404)894-6165 //\\  EIS - Applications Support |
| Atlanta, GA //\/\\  alex.agle(@)oit.gatech.edu|
OO-\/\/-O---O


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Re: Impact of Removing the defined OTB indexes from a form

[Rick Cook]

Some DBAs want to manage indexes from the DB level, and so they recreate
them there.  That *can* increase performance, but from that point, all
maintenance of indexes must occur at the DB level.  Apart from that, I
don't know why one would remove indexes from a form, unless it's a form no
one searches against.

Rick Cook

On Thu, May 28, 2015 at 2:15 AM, LJ LongWing  wrote:

> **
>
> Whatever was defined in their workflow that was going to utilize that
> index won't be able to and performance could suffer as a result.
> On May 28, 2015 3:07 AM, "Madhu V" 
> wrote:
>
>> Hi ,
>>
>> Can you please let me if there will be any impact if we remove the OTB
>> defined indexes from the OTB form?
>>
>> Regards
>> Madhu
>>
>>
>> ___
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>>
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Re: List

[Rick Westbrock]

Does the new server have all the groups defined in the Group form with the same 
group ID numbers? I think if there were missing ID numbers then the Group List 
would show the ID number instead of converting it to the name though.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of KathyMorris
Sent: Thursday, May 21, 2015 1:24 PM
To: arslist@ARSLIST.ORG
Subject: List

**
Hi All,

Odd.  I am migrating the User form over to another server, and the permissions 
in the Group List are not transferring.  Does anyone know why?

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Re: No support?

[Rick Cook]

Glad you are OK, Claire!  Hope BMC can dry out and apply some (hopefully
minor) lessons learned to their DRP.

Rick
On May 26, 2015 11:21 AM, "Sanford, Claire" <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> Oh!  Just about everyone in Houston was told not to go into work if it
> was at all possible…  the less traffic on the roads the better.
>
>
>
>
> http://www.click2houston.com/news/viewer-photos-severe-weather-in-houston-area-on-memorial-day/33213104
>
>
>
> *From:* Sanford, Claire
> *Sent:* Tuesday, May 26, 2015 1:17 PM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* RE: No support?
>
>
>
> Was there a storm in Houston?  Oh Yeah!   If you are on Facebook  look up
> #HoustonFlood
>
>
>
> The city of Houston busses were not running the roads were so bad this
> morning.  I am very fortunate.  My home is on high ground with very good
> drainage around the area.  My street flooded to the extent that the water
> was about 4 inches from coming in my garage.  Lost a few tree limbs the
> other night when the tornado came through… other than that no damage here.
>
>
>
> Where BMC is located was flooded pretty badly last night.  They have an
> offshoot of one of the bayous that runs alongside their building.  I
> would not be surprised if it ran over the banks and flooded their garage
> and their basement area.  That building is built very high up.  They
> pretty much created a hill and built the building… but there are floors
> underground.  They (we/ because I am very close to their building) had
> between 8 and 10 inches of rain last night!
>
>
>
> We have not had rain this bad since 1983.
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Lucero,
> Michelle
> *Sent:* Tuesday, May 26, 2015 1:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Potential Phishing - Re: No support?
>
>
>
> **
>
> Yep, there were floods, power outages.  There was also a tornado this
> weekend.
>
> At least a thousand cars and at least a thousand homes have been damaged.
>
>
>
> *Claire -- * you OK out there?
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *
> richard@bwc.state.oh.us
> *Sent:* Tuesday, May 26, 2015 12:54 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* No support?
>
>
>
> **
>
> I just tried calling BMC support – apparently they have new numbers?
>
> After being on hold a pleasant young lady said that the storm last night
>
> in Houston messed up all the phone lines and she wasn’t sure when they
>
> would be back up. Was there a storm in Houston or ??
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message. Portions of this message may be confidential
> under an exemption to Ohio's public records law or under a legal privilege.
> If you have received this message in error or due to an unauthorized
> transmission or interception, please delete all copies from your system
> without disclosing, copying, or transmitting this message.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  --
>
> This message, and any attachments, is for the intended recipient(s) only,
> may contain information that is privileged, confidential and/or proprietary
> and subject to important terms and conditions available at
> http://www.bankofamerica.com/emaildisclaimer. If you are not the intended
> recipient, please delete this message.
>
> _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: Looking for.....

[Rick Phillips]

Is it ITSM Helper?



On 5/22/2015 10:30 AM, LJ LongWing wrote:

**

The name of the tool might be nice :)

On May 22, 2015 11:02 AM, "richard@bwc.state.oh.us 
" > wrote:


**

A while ago I found a neat utility program  that was a big help in
understanding and specifying “permissions and roles”

but it also used a file TABCTL.OCX which is no longer available on
Win 7. Anyone have the source or a version that will

run on Win 7? Thanks.

Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized
transmission or interception, please delete all copies from your
system without disclosing, copying, or transmitting this message.
Portions of this message may be confidential under an exemption to
Ohio's public records law or under a legal privilege. If you have
received this message in error or due to an unauthorized
transmission or interception, please delete all copies from your
system without disclosing, copying, or transmitting this message.
_ARSlist: "Where the Answers Are" and have been for 20 years_ 

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Re: Remedy 9

[Rick Westbrock]

Jeff it was mentioned in the webinar that all the core ARS code is now 100% 
Java. Some of the plugins are still not ported to Java however. The REST API is 
also a new addition to ARS. No doubt the biggest push from a marketing 
standpoint is for the new UX via SmartIT though.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff Lockemy
Sent: Wednesday, May 20, 2015 1:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9

**

Has anyone actually installed (or seen) Incident Management/Service Desk 9?  If 
so, aside from some AR System enhancements they added are there any notable 
updates?

They are marketing Remedy 9 with SmartIT, but frankly all I see is SmartIT and 
no Remedy.

Jeff


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, May 19, 2015 3:14 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Remedy 9

**
SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy v9 
was released. Consider SmartIT an alternative interface to ITSM as compared to 
the standard mid-tier interface if you will. I believe a new version of SmartIT 
was released along with the latest release of ITSM 9 but I am not positive on 
that.

SmartIT only works with the ITSM suite so it won’t help if you are just running 
AR System custom applications (no matter what version).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, May 19, 2015 12:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy 9

**

Not sure if anyone knows.  But I noticed Remedy9 being more mobile based and a 
friendly customer oriented GUI.  In saying that.  Is this Smart IT?  Or is 
Smart IT more for pre 9 and Remedy9 is already integrated with Smart IT?  Or is 
Remedy9 totally different?
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Re: Remedy 9

[Rick Westbrock]

SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy v9 
was released. Consider SmartIT an alternative interface to ITSM as compared to 
the standard mid-tier interface if you will. I believe a new version of SmartIT 
was released along with the latest release of ITSM 9 but I am not positive on 
that.

SmartIT only works with the ITSM suite so it won’t help if you are just running 
AR System custom applications (no matter what version).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, May 19, 2015 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Remedy 9

**

Not sure if anyone knows.  But I noticed Remedy9 being more mobile based and a 
friendly customer oriented GUI.  In saying that.  Is this Smart IT?  Or is 
Smart IT more for pre 9 and Remedy9 is already integrated with Smart IT?  Or is 
Remedy9 totally different?
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Re: ARS v9.0 - New Server Object - Associations

[Rick Cook]

So, it's changing the degree of normalization of the data model.  That
doesn't sound quite like what Remedy is doing in v9, but it seems to be
moving in that direction.  For better or worse, that structure has defined
Remedy from its competitors through the years.

Rick
On May 15, 2015 9:17 AM, "LJ LongWing"  wrote:

> **
> It's been a few years since I took the Force.com trainingbut I seem to
> remember that you could say something similar to 'I want this field on this
> form to be the value on that form (here is the definition of how to get the
> other value 'association')and then from that point forward, the two
> values were the same...not to say that it stored it in two places and
> synchronized it...it stored it in one place, and made the other place a
> reference to the first place.
>
> This would essentially be a new 'type' of field, a reference field, that
> would never contain its own data, but instead, be a reference to the other
> datakinda like a symbolic link works with file systemsthat would be
> kinda cool.
>
> On Fri, May 15, 2015 at 10:11 AM, Thad Esser  wrote:
>
>> **
>> Doug,
>>
>> From what I'm understanding, this feature is currently geared toward
>> whether or not the associated records exist.  Any chance it could develop
>> into also being data-focused?  For example, let's say you have a People
>> form and someone's Full Name changes.  You could then define associations
>> to other forms in such a way, that the Full Name field on the associated
>> forms updates automatically.  Sure, this is done with filters now, but you
>> have to keep track of everywhere the data needs to flow.  I suppose
>> associations doesn't change that, but then it would be part of the data
>> model at least.
>>
>> Or stepping back a level - maybe not just data-focused, but associating
>> fields into a group on a given record.  For example, let's say you have a
>> Service Request form, with a group of fields that represent the "Requested
>> For" person..  First Name, Middle Initial, Last Name, Login ID, Person ID,
>> etc.  Changing the Login ID or Person ID, would then change all the
>> others.  Middle Initial seems to be a favorite of BMC's to forget.  Having
>> an association defined with automatic updates might help.  It has gotten
>> more consistent with 8.1 and the service calls, so maybe I'm carrying some
>> baggage on this one.  :-)
>>
>> Anyway, looking forward to the future,
>> Thad
>>
>> On Thu, May 14, 2015 at 11:57 AM, Mueller, Doug 
>> wrote:
>>
>>> **
>>>
>>> Thad,
>>>
>>>
>>>
>>> Yes, the Association feature is a major new feature.  And, the 9.0
>>> release has introduced the basics and the possibilities and leverage of the
>>> feature are just getting started.
>>>
>>>
>>>
>>> The 9.0 release uses the Association feature in two major ways:
>>>
>>>
>>>
>>> 1)  To delete child records when the required parent record is
>>> deleted.  So, if you have a master record and then have other forms with
>>> additional details, the association will automatically delete the children
>>> when the parent is deleted.  Associations have a configuration for whether
>>> they enforce this flow or not.
>>>
>>> 2)  For archiving.  So, archiving the parent, takes all the
>>> children with it automatically.
>>>
>>>
>>>
>>> Now, the base feature is about defining the relationships and
>>> interconnections of forms – directly and through association tables.  You
>>> can follow the associations for any number of reasons.
>>>
>>>
>>>
>>> Think about some other things:
>>>
>>>
>>>
>>> Producing an diagram of the relationship of forms to form an application
>>> is now a simple matter of following relationships AND you know whether the
>>> association is a dependent relationship or not.
>>>
>>>
>>>
>>> What if DSO could be configured to “follow associations” so that
>>> transferring the parent record would transfer all children records too?
>>>
>>>
>>>
>>> What if we could configure the system to have row level security flow to
>>> children from the parent so any change to a row level security field on the
>>> parent flows that change to all children records as well?
>>>
>>>
>>>
>>> What if you could 

Re: ARS v9.0 - New Server Object - Associations

[Rick Cook]

I'm still trying wrap my head around what they were thinking when they
fundamentally changed the nature of the CDM.  It was done "to improve
performance", but the supporting evidence I've seen is as thin and full of
holes as a 20 year old t-shirt.

Rick
On May 14, 2015 9:38 AM, "Thad Esser"  wrote:

> **
> Has anyone else taken a look at the new "Association" server object for
> version 9.0?  I've only read the docs (haven't played with it yet), but
> this seem like a huge new feature, with possibilities way beyond just
> archiving (which is what the docs say its being used for).
>
> https://docs.bmc.com/docs/display/public/ars9000/Associations+overview
> https://www.youtube.com/watch?v=E4v0X2SimKY
>
> Just curious what others thought, or if I'm nerd-ing out too much.
>
> Thad
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Re: 8.1.0 Asset Management, changing status to In Inventory

[Rick Phillips]

Thanks, Janie, I ended up writing workflow that only fires for the 
requesting group, and performs a goto action to 'jump over' the workflow 
they had issue with.


rp

On 5/13/2015 2:44 PM, Janie Sprenger wrote:

**
This function is not configurable.  Disabling Workflow is the only way 
that I know of to stop the Inventory Location prompts and Inventory 
Transaction counting.

Janie

On Fri, May 1, 2015 at 10:48 AM, Rick Phillips <mailto:r...@netfirst.com>> wrote:


**
Hi,

My customer is not (presently) concerned with updating the
location when a CI changes status to /In Inventory/, and would
like me to disable the workflow that prompts them for location
info.  I realize that there are backend forms that are populated
with that data, but, again, they are not presently concerned with
the missing data, and need a way to quickly change the status to
/In Inventory /on dozens or hundreds of CI's in a single operation.

Is there any way to do this without disabling workflow (and doing
without the location data)?

This process appears to have both A/L's and filters enforcing it,
so simply importing the status change doesn't work.

Thanks,

Rick
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Re: Changing a Remedy Login ID In Bulk

[Rick Cook]

I suppose, but consider things like pending approvals, which are all
dependent on the login ID present when the record was created.  Unless you
update those records to match, they become orphans.

Rick
On May 14, 2015 8:24 AM, "Scott Hallenger"  wrote:

> **
> Hello Lister's,
> I was wondering if it is possible to update/change an existing Remedy
> login ID of it were to be exported with its GUID or entry ID and then
> re-imported with the changed info. I'm on ITSM 8.1. For example, if I
> wanted to change "jdowe" to "jdowe1", is it possible to do this through
> export & re-import.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: License Usage on remedy 8.1

[Rick Cook]

If it's running every 3 seconds, isn't that likely an Active link running
on that interval?  Find and deal with that.

Rick
On May 8, 2015 2:05 PM, "Misi Mladoniczky"  wrote:

> Hi,
>
> It seems very bad from a floating license perspective.
>
> It also seems bad from a performance perspective to keep running a refresh
> every 3 seconds...
>
> It would be interesting to create workflow to disable this auto refresh
> when
> the form is not the topmost form.
>
> It seems better if the worklog was refreshed when a change occurs rather
> than
> every three seconds. The only problem is if someone else adds worklog
> entries
> to the ticket you are viewing.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > Hi List,
> >
> > I began to work on upgrading system to remedy 8 and found on our
> development
> > environment that that after user opened the Change or Incident screen,
> system
> > began to run the auto-refresh on certain table fields every 3 seconds.
> The
> > Change screen refreshes the approval table, HPD refreshes the work log.
> >
> > After user goes back to the Home (overview console) after “visiting” the
> > Change and Incident tickets, the corresponding active links keep running
> even
> > though there are no Incident and Change forms on the screen.
> >
> > Advantage: licenses would never get expired so information on the screen
> stays
> > forever.
> > Problems:
> >
> > 1.   The user and applications  licenses would never be released
> after 1-2
> > hours as it was working on remedy 7.5 and previous versions.
> > Is this by design? But it means that companies would have to purchase
> much
> > more licenses for 8.x than it required for previous remedy versions.
> >
> >
> > 2.   I would think that there is an unreasonable load on the system.
> >
> > Any recommendations. I have the latest version 8.1.02 that supposed to
> fix all
> > license issues, but seems didn’t.
> >
> >
> > Regards,
> > Mike
> >
> >
> >
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> >
>
>
> ___
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Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Westbrock]

Thanks very much Kunal! I will be working on this today and on a side note my 
plan is to jump straight to v9 as soon as we have the cycles to do so. It will 
be very “fun” as we don’t have overlays on our current version. :/

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kunal das
Sent: Tuesday, May 05, 2015 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**
Hello Rick,

Since you are using a historical version of Remedy 7.0.3 and like you have 
understood from BMC community blog that you can get this functionality by 
custom approval process.

Well you can still get this done by base forms. As you are in version 7.0.3, 
then go to this form SYS:Status Transition Rules a sort with CHG:Infrastructure 
Change.

You will notice all the status transition for Change Management. This form 
stores the valid status transitions. So a record with status Enabled in this 
form means, it is a valid transition and if you want to block a status 
transition, then you need to test the same and check this fits well for your 
business need.

This form was being used for CM till release 7.6.00. However from 7.6.Patch1 
onwards, this form is no more used by CM. The form now used by CM is 
"SYS:Status Flow Transition Rules". The basic concept remains the same.

Having said that, getting prepared for Remedy latest 8.1 SP2 would be best, 
unless you wish to go for upcoming 9.0. I am sure you will like it :)

Hope this helps.

Regards,

Kunal Das

Looking for that extra advantage?

Then take the time to visit  
https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support 
where you can meet your peers on the BMC communities, share opportunities & 
challenges and realize more value from BMC Remedy products.

BMC Remedy Service Support Communities include : Remedy Service Desk (Incident 
& Problem Management), Asset Management, Change & Release Management, Knowledge 
Management, Service Request Management, Process Designer, and IT Business 
Management.


On Tue, May 5, 2015 at 8:20 PM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Thanks Raj and Rick, I did think of that but there are so many intermediate 
status values that we don’t use there would be a lot of inefficient clicking of 
the “Next” button on the flow bar that I am trying to find a way around that. 
However in order to gate the changes properly I may indeed have to go down that 
route.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Raj
Sent: Tuesday, May 05, 2015 5:56 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**
The easiest solution can be to disable status filed and only process bar flow 
change should be allowed.

-Raj

From: Rick Westbrock-5 [via ARS (Action Request System)] 
[mailto:ml-node+<mailto:ml-node%2B>[hidden 
email]<http://user/SendEmail.jtp?type=node&node=121688&i=0>]
Sent: Tuesday, May 05, 2015 04:36
To: Hiremath, Raj
Subject: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**

Everybody dust off your way back machines as I have a question regarding Change 
Management in ITSM 7.0.3 regarding status transitions. I have set up an 
approval process that pauses the status at Scheduled for Approval so as the CRQ 
progresses it hits this status and approvals are generated. Once all approvals 
are in the status goes to Scheduled and proceeds from there.



For the life of me I can't figure out how to prevent users from just changing 
the status of their change from an early status (I don't know, Draft for 
example) directly to Implementation in Progress. I have poked around supporting 
forms like Process Flow Structure Setup and Status Relationships but just can't 
seem to grok it yet. I can certainly write custom workflow to do this but 
prefer to do it in configuration if possible.



This article The Pulse: BMC Remedy Change Management – Custom Process 
Flow<https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow>
 was very helpful however our ITSM version is so old there is no Process Flow 
Configuration option available as described in the article.



Any suggestions are more than welcome, I am assuming there is a way to do this 
in configuration rather than writing custom workflow to enforce the business 
rule. In the future there will be a different approval process where a change 
may have to pause at Scheduled for Review for a first set of tech review 
approvals, then pause again later for the business approvals when it reaches 
Scheduled for Approval.


Regards,
Rick

_
Rick Westbro

Re: ITSM 8.1 Tomcat Load Issue

[Rick Phillips]

-Xincgc
-XX:PermSize=256m
init 1400
max 3072

On 5/5/2015 7:34 AM, Frank Caruso wrote:

Anyone else willing to share their Tomcat settings for ITSM 7.64 and above?

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Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Cook]

Well, the other way to do it is to ensure that your state transitions don't
leave any gaps.  Once it leaves Draft, the status change should be
controlled by the approval process.

Rick
On May 5, 2015 7:50 AM, "Rick Westbrock"  wrote:

> **
>
> Thanks Raj and Rick, I did think of that but there are so many
> intermediate status values that we don’t use there would be a lot of
> inefficient clicking of the “Next” button on the flow bar that I am trying
> to find a way around that. However in order to gate the changes properly I
> may indeed have to go down that route.
>
>
>
> -Rick
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Raj
> *Sent:* Tuesday, May 05, 2015 5:56 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: How can I control Change Status transitions in Change
> (ITSM 7.0.3)?
>
>
>
> **
>
> The easiest solution can be to disable status filed and only process bar
> flow change should be allowed.
>
>
>
> -Raj
>
>
>
> *From:* Rick Westbrock-5 [via ARS (Action Request System)] [mailto:
> ml-node+[hidden email]
> <http:///user/SendEmail.jtp?type=node&node=121688&i=0>]
> *Sent:* Tuesday, May 05, 2015 04:36
> *To:* Hiremath, Raj
> *Subject:* How can I control Change Status transitions in Change (ITSM
> 7.0.3)?
>
>
>
> **
>
> Everybody dust off your way back machines as I have a question regarding
> Change Management in ITSM 7.0.3 regarding status transitions. I have set up
> an approval process that pauses the status at Scheduled for Approval so as
> the CRQ progresses it hits this status and approvals are generated. Once
> all approvals are in the status goes to Scheduled and proceeds from there.
>
>
>
> For the life of me I can't figure out how to prevent users from just
> changing the status of their change from an early status (I don't know,
> Draft for example) directly to Implementation in Progress. I have poked
> around supporting forms like Process Flow Structure Setup and Status
> Relationships but just can't seem to grok it yet. I can certainly write
> custom workflow to do this but prefer to do it in configuration if possible.
>
>
>
> This article The Pulse: BMC Remedy Change Management – Custom Process Flow
> <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow>
>  was very helpful however our ITSM version is so old there is no Process
> Flow Configuration option available as described in the article.
>
>
>
> Any suggestions are more than welcome, I am assuming there is a way to do
> this in configuration rather than writing custom workflow to enforce the
> business rule. In the future there will be a different approval process
> where a change may have to pause at Scheduled for Review for a first set of
> tech review approvals, then pause again later for the business approvals
> when it reaches Scheduled for Approval.
>
>
>
>
>
> Regards,
>
> Rick
>
>
>
> *_*
>
>
> *Rick Westbrock *AppOps Engineer | IT Department
> 24 Hour Fitness USA, Inc.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  --
>
> *If you reply to this email, your message will be added to the discussion
> below:*
>
>
> http://ars-action-request-system.1.n7.nabble.com/How-can-I-control-Change-Status-transitions-in-Change-ITSM-7-0-3-tp121685.html
>
> To start a new topic under ARS (Action Request System), email [hidden
> email] <http:///user/SendEmail.jtp?type=node&node=121688&i=1>
> To unsubscribe from ARS (Action Request System), click here.
> NAML
> <http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml>
>
> -rAJ
>
>
>  --
>
> View this message in context: RE: How can I control Change Status
> transitions in Change (ITSM 7.0.3)?
> <http://ars-action-request-system.1.n7.nabble.com/How-can-I-control-Change-Status-transitions-in-Change-ITSM-7-0-3-tp121685p121688.html>
> Sent from the ARS (Action Request System) mailing list archive
> <http://ars-action-request-system.1.n7.nabble.com/> at Nabble.com.
> _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: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Westbrock]

Thanks Raj and Rick, I did think of that but there are so many intermediate 
status values that we don't use there would be a lot of inefficient clicking of 
the "Next" button on the flow bar that I am trying to find a way around that. 
However in order to gate the changes properly I may indeed have to go down that 
route.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Tuesday, May 05, 2015 5:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**
The easiest solution can be to disable status filed and only process bar flow 
change should be allowed.

-Raj

From: Rick Westbrock-5 [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Tuesday, May 05, 2015 04:36
To: Hiremath, Raj
Subject: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**

Everybody dust off your way back machines as I have a question regarding Change 
Management in ITSM 7.0.3 regarding status transitions. I have set up an 
approval process that pauses the status at Scheduled for Approval so as the CRQ 
progresses it hits this status and approvals are generated. Once all approvals 
are in the status goes to Scheduled and proceeds from there.



For the life of me I can't figure out how to prevent users from just changing 
the status of their change from an early status (I don't know, Draft for 
example) directly to Implementation in Progress. I have poked around supporting 
forms like Process Flow Structure Setup and Status Relationships but just can't 
seem to grok it yet. I can certainly write custom workflow to do this but 
prefer to do it in configuration if possible.



This article The Pulse: BMC Remedy Change Management - Custom Process 
Flow<https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow>
 was very helpful however our ITSM version is so old there is no Process Flow 
Configuration option available as described in the article.



Any suggestions are more than welcome, I am assuming there is a way to do this 
in configuration rather than writing custom workflow to enforce the business 
rule. In the future there will be a different approval process where a change 
may have to pause at Scheduled for Review for a first set of tech review 
approvals, then pause again later for the business approvals when it reaches 
Scheduled for Approval.


Regards,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
_ARSlist: "Where the Answers Are" and have been for 20 years_

If you reply to this email, your message will be added to the discussion below:
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To start a new topic under ARS (Action Request System), email [hidden 
email]
To unsubscribe from ARS (Action Request System), click here.
NAML<http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml>
-rAJ


View this message in context: RE: How can I control Change Status transitions 
in Change (ITSM 
7.0.3)?<http://ars-action-request-system.1.n7.nabble.com/How-can-I-control-Change-Status-transitions-in-Change-ITSM-7-0-3-tp121685p121688.html>
Sent from the ARS (Action Request System) mailing list 
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Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Cook]

I wonder if simply making the status field RO after it leaves Draft would
do the trick?  Then control all state transitions via approvals.

Rick
On May 4, 2015 4:23 PM, "Rick Westbrock"  wrote:

> **
>
> Everybody dust off your way back machines as I have a question regarding
> Change Management in ITSM 7.0.3 regarding status transitions. I have set up
> an approval process that pauses the status at Scheduled for Approval so as
> the CRQ progresses it hits this status and approvals are generated. Once
> all approvals are in the status goes to Scheduled and proceeds from there.
>
>
>
> For the life of me I can't figure out how to prevent users from just
> changing the status of their change from an early status (I don't know,
> Draft for example) directly to Implementation in Progress. I have poked
> around supporting forms like Process Flow Structure Setup and Status
> Relationships but just can't seem to grok it yet. I can certainly write
> custom workflow to do this but prefer to do it in configuration if possible.
>
>
>
> This article The Pulse: BMC Remedy Change Management – Custom Process Flow
> <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow>
>  was very helpful however our ITSM version is so old there is no Process
> Flow Configuration option available as described in the article.
>
>
>
> Any suggestions are more than welcome, I am assuming there is a way to do
> this in configuration rather than writing custom workflow to enforce the
> business rule. In the future there will be a different approval process
> where a change may have to pause at Scheduled for Review for a first set of
> tech review approvals, then pause again later for the business approvals
> when it reaches Scheduled for Approval.
>
>
>
>
>
> Regards,
>
> Rick
>
>
>
> *_*
>
>
> *Rick Westbrock *AppOps Engineer | IT Department
> 24 Hour Fitness USA, Inc.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Westbrock]

Everybody dust off your way back machines as I have a question regarding Change 
Management in ITSM 7.0.3 regarding status transitions. I have set up an 
approval process that pauses the status at Scheduled for Approval so as the CRQ 
progresses it hits this status and approvals are generated. Once all approvals 
are in the status goes to Scheduled and proceeds from there.



For the life of me I can't figure out how to prevent users from just changing 
the status of their change from an early status (I don't know, Draft for 
example) directly to Implementation in Progress. I have poked around supporting 
forms like Process Flow Structure Setup and Status Relationships but just can't 
seem to grok it yet. I can certainly write custom workflow to do this but 
prefer to do it in configuration if possible.



This article The Pulse: BMC Remedy Change Management - Custom Process 
Flow<https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow>
 was very helpful however our ITSM version is so old there is no Process Flow 
Configuration option available as described in the article.



Any suggestions are more than welcome, I am assuming there is a way to do this 
in configuration rather than writing custom workflow to enforce the business 
rule. In the future there will be a different approval process where a change 
may have to pause at Scheduled for Review for a first set of tech review 
approvals, then pause again later for the business approvals when it reaches 
Scheduled for Approval.


Regards,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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8.1.0 Asset Management, changing status to In Inventory

[Rick Phillips]

Hi,

My customer is not (presently) concerned with updating the location when 
a CI changes status to /In Inventory/, and would like me to disable the 
workflow that prompts them for location info.  I realize that there are 
backend forms that are populated with that data, but, again, they are 
not presently concerned with the missing data, and need a way to quickly 
change the status to /In Inventory /on dozens or hundreds of CI's in a 
single operation.


Is there any way to do this without disabling workflow (and doing 
without the location data)?


This process appears to have both A/L's and filters enforcing it, so 
simply importing the status change doesn't work.


Thanks,

Rick

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Re: Change management transitions

[Rick Cook]

I had to clean up after this once.  If an approval is rejected, then the
Change Approval State Transition matrix tells the Change what Status to go
to.  If that Status is Rejected, the CR is done.  My best practice was that
on an Approval Rejection, return the CR to the Status it was in prior to
the latest approval being sent out, to give the Owner a chance to remediate
and resubmit for approval.

Rick
On May 1, 2015 6:45 AM, "Raj"  wrote:

> **
>
> If I remember correctly, the logical next step for Rejection is Resume
> wherein it will resend the ticket for approval so that approver can review
> if the required steps are remediation is done and then again approve/reject
> the request.
>
>
>
> -Raj
>
>
>
> *From:* Andre, Jacques [via ARS (Action Request System)] 
> [mailto:ml-node+[hidden
> email] <http:///user/SendEmail.jtp?type=node&node=121664&i=0>]
> *Sent:* Friday, May 01, 2015 16:43
> *To:* Hiremath, Raj
> *Subject:* Re: Change management transitions
>
>
>
> Hi Dave,
>
> The below is for ITSM 8.1, but should be similar on 7.6.
>
> If the Rejection is happening during the approval phase, then you can
> configure ITSM to send the change back to Draft, instead of setting the
> change to rejected.
>
> 1. Go to “Application Configuration Console, Custom Configuration,
> Foundation, Advanced Options” and select “Approval Process Configuration”
> in search mode.
> 2. Locate the approval phase record which is doing the rejection.
> 3. Select the “Status Flow” Tab.
> 4. Under “Rejected” you will have the selection of Rejected. Change this
> to “Draft”
> 5. Press Save.
>
> In this way, when the Change approval is rejected, the Change will return
> to “Draft”
>
> Hope this helps.
>
> Kind regards
>
> Jacques Andre
> Senior Software Engineer – BMC Remedy Development and Support
> Eskdale Road, Winnersh Triangle, Wokingham, Berkshire, RG41 5TS, United
> Kingdom
>
> ___
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>
>  --
>
> *If you reply to this email, your message will be added to the discussion
> below:*
>
>
> http://ars-action-request-system.1.n7.nabble.com/Change-management-transitions-tp121662p121663.html
>
> To start a new topic under ARS (Action Request System), email [hidden
> email] <http:///user/SendEmail.jtp?type=node&node=121664&i=1>
> To unsubscribe from ARS (Action Request System), click here.
> NAML
> <http://ars-action-request-system.1.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewer&id=instant_html%21nabble%3Aemail.naml&base=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespace&breadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml>
>   -rAJ
>
> --
> View this message in context: RE: Change management transitions
> <http://ars-action-request-system.1.n7.nabble.com/Change-management-transitions-tp121662p121664.html>
> Sent from the ARS (Action Request System) mailing list archive
> <http://ars-action-request-system.1.n7.nabble.com/> at Nabble.com.
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Re: How to - Remove all Overlays from a Form

[Rick Phillips]

Great discussion, Doug!

tks,

rp

On 4/28/2015 10:45 AM, Mueller, Doug wrote:

**

Everyone,

I thought I would share a few thoughts….

We do listen to requests and feedback and often react to it. However, 
sometimes things are not as simple as they seem…


Let’s take this case as an example.  You can have three types of 
things that you are looking at when in Best Practice mode:


1)An unaltered definition that is just being read through from the 
base – no delete is possible here


2)An overlaid definition that is present in base – delete of the 
overlay is possible but not of the base definition


3)A custom object that does not exist in base – delete here deletes 
the object


All of the focus of the thread has been on the wording of the Delete 
operation and should it be called Delete Overlay.


I actually think that the concept is a good one.  However, be aware 
that there really needs to be three states for the menu choice:


1)It is disabled as it is not possible

2)Delete Overlayto emphasize you are only deleting the overlay and 
not the object


3)Delete to emphasize it is a custom object and you are REALLY 
deleting the object not an overly


Then, let’s look at the next topic – I believe you can multi-select 
items and then pick Delete….  What should the menu choice be if you 
select three items, one of each of the above categories, and then 
select Delete?  Should it be disabled because one is just a read 
through?  Should it say Delete Overlay because one is an overlay?  
Should it say Delete because one is a custom object?  More complexity… 
Does it say Delete and Delete Overlay?  Do we remove the multi-select 
(of if it is not there, never add it)?


I am not objecting to the request and in fact think there is value in 
the request, but just be aware that there is sometimes more to the 
issue than it may at first seem.


Now, there are icons that indicate if something is an overlay, a 
custom object, or a base object bleeding through so you can tell which 
is which – but does it need to be more?


And, about the not being in base mode discussion….

I would agree and argue that you should not be in base mode.

In fact, I would go so far as to suggest that you should have most – 
all the day to day Admin logins and any special access Admin user – 
LOCKED to the overlay layer.  Check the documentation, it allows you 
to lock an Admin into a specific layer.  They can go into the other 
layer (well, this depends on version, current versions let you in read 
only to other layers, but older versions blocked them entirely) but no 
change is possible. Doing this guarantees that there are no mistakes 
and that no one is accidentally in the wrong mode and making changes.  
(and yes, BMC should lock our Admins to base to prevent accidentally 
creating custom objects in the overlay layer)


You always have some super Admin who is not locked to Base in case you 
do need to go into that layer.  They could also change the rights of 
an Admin to remove the restriction locking them to Best Practice – 
there is logic that doesn’t allow an Admin locked to a layer to change 
the permissions to override that lock.


Note that you can use this same ability to also lock an Admin to an 
undefined layer so that they can make no structure changes at all but 
can access data.  This is good for a data access but read only 
definition Admin or for Admins used for integrations that only do data 
so that they cannot be used to change structures regardless of what 
calls are made.


So, we have deviated from the original topic a bit.

I just wanted to note that not having action taken is not always a 
sign of disagreement or of ignoring.  Sometimes the problem is simply 
more complex than it seems nad more work needs to be done to make a 
decision.  Then, there is the entire balancing of requests to pick the 
ones that make the most difference.  Please keep the ideas and 
requests coming as without them being shared, there is almost 0 chance 
of them being done as we don’t know about them.


Doug Mueller

*From:*Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza

*Sent:* Monday, April 27, 2015 6:02 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: How to - Remove all Overlays from a Form

**

Despite being comfortable with the labels personally, I do think there 
is a point to all this.


But until that becomes a reality, just know that when you are in the 
best practice mode, the deletion of base objects is not allowed by the 
tool. So there is nothing to fear there.


It’s only when you switch the mode to Base Development that you risk 
loosing stuff.


As a practice, YOU SHOULD NEVER be in the Base Development mode if you 
are using ITSM or any of the OTB Remedy applications. It offers you no 
benefit at all to be in the Base Development mode, UNLESS you are on 
one of the following exceptional cases:


1)Fixing a bug in the base object with BMC Remedy Support recomme

Re: Import Upgrade

[Rick Cook]

I'm just amazed that you were able to install 8.1.2. I had so many
installer issues I gave up.

Rick
On Apr 28, 2015 8:53 AM, "Koyb P. Liabt"  wrote:

> **
> Hi,
>
> We have a new ITSM 8.1.2 environment.  When I import custom forms from
> 7.0.3 into 8.1.2, I receive a SQL error:  ORA 04063, and view ARADMIN.T1232
> is missing.
> Does anyone know what causes this error.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Spoon Troubleshooting

[Rick Cook]

Fwiw, you'll find the most useful information on Spoon on the Pentaho Web
site, not BMC.  Just like Apache or Java.

Rick
On Apr 27, 2015 6:58 AM, "Pierson, Shawn" 
wrote:

> **
>
> Good morning,
>
>
>
> I’m not the most knowledgeable when it comes to Atrium Integrator, and I’m
> not really able to find much specific information about it in BMC’s
> documentation.  Basically, I have a job that fails with errors such as the
> following:
>
>
>
> 2015/04/27 08:39:11 - ARDatabase - ERROR (version 4.1.0, build 1 from
> 2012-11-06 13.20.53) : Authentication failed
>
> 2015/04/27 08:39:11 - ARDatabase - ERROR (version 4.1.0, build 1 from
> 2012-11-06 13.20.53) : ERROR (623): Authentication failed;
>
>
>
> This makes me think it’s unable to connect to Remedy, and in my job I have
> a CMDBOutput step that I connect to the server.  When I go into that step
> and look at the Database Connection, it appears to have the right
> servername and port, and the User Name is “Remedy Application Service”.  I
> have no idea if the password for that is correct in UDM:RAppPassword but
> nobody has changed it in the past week so I assume it’s correct.  Also, if
> I click on the “Test” button on the Database Connection screen it works,
> but it seems to work even if I change the User Name to random text.  I
> don’t think that either Test or Explore work correctly because they seem to
> always work.
>
>
>
> Also, if I try manually running the job on the Execute a transformation
> screen I hardcode the AR_PASS, AR_SERVER, AR_TCP_PORT, and AR_USER to
> values that I know work and still see the error.  Do you all have any ideas
> of where else I could troubleshoot these problems?  The log files are not
> very helpful, especially since it can’t write to the UDM:TransformationLog
> file since the job can’t connect to the server.
>
>
>
> One other thing is that it ran successfully last Monday.  Since then,
> we’ve disabled the account of the consultant that set up the AI jobs for
> us.  I can’t find his credentials hardcoded anywhere though.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>  Private and confidential as detailed here
> <http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot
> access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Anyone still using AIE against a 8.x AR Server?

[Rick Cook]

The architecture is completely different between the two versions, FYI.
The conversion utility works pretty well.

Rick
On Apr 14, 2015 8:55 AM, "Jason Miller"  wrote:

> **
> We have an AIE job that runs daily on an ITSM 7.6.04 system that never
> full made it to production (except for this job). It is pulling info from
> an Oracle DB and pushes it to our 8.1 production AR Server. Works great. So
> great that it is never a priority to take the time to replace it with an AI
> job so we can shutdown the old 7.6.04 server.
>
> Jason
>
> On Tue, Apr 14, 2015 at 8:18 AM, Joe D'Souza  wrote:
>
>> **
>>
>> I wanted to know if you **require** to do a hard switch to AI or if you
>> can continue to use the older AIE residing on a 8.x AR instance. Does AIE
>> continue to work on 8.x?
>>
>>
>>
>> Joe
>>  _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: Anyone still using AIE against a 8.x AR Server?

[Rick Cook]

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

Rick
On Apr 14, 2015 8:19 AM, "Joe D'Souza"  wrote:

> **
>
> I wanted to know if you **require** to do a hard switch to AI or if you
> can continue to use the older AIE residing on a 8.x AR instance. Does AIE
> continue to work on 8.x?
>
>
>
> Joe
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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