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 <ratwals...@gmail.com>
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 <tmisk...@gmail.com>
> 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 <ratwals...@gmail.com> 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 <remedyr...@gmail.com> 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 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 <abhijeet_gad...@bmc.com>
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 this back

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
>> "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: [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" <faw...@mail.etsu.edu> 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" <jason.mil...@gmail.com> 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 <levi.lippinc...@gmail.com>
> 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" <jason.mil...@gmail.com> 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 <levi.lippinc...@gmail.com
> > 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] 
>>
>> This email has been checked for viruses by Avast antivirus software.
>> www.avast.com 
>>
>>
>> <#m_-6290024271075412092_m_-6962839163921790740_DAB4FAD8-2DD7-40BB-A1B8-4E2AA1F9FDF2>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
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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
>> *
>>
>> "...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 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.
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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 <daddy.bar...@gmail.com> 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: 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 <caruso.fr...@gmail.com> 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: 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" <jdso...@shyle.net> 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 <remedyr...@gmail.com> 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" <jdso...@shyle.net> 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 <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 <hood...

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?
>
>
> ___
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> "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.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
> *Sent:* Tuesday, June 14, 2016 3:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Question - Service Now
>
>
>
> Does anyone know if Service Now has ever had their servers (with
> customer’s data) ever been hacked?
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and 

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
>> anyways before their attention goes else where on another tab on their
>> browser or another link.
>>
>> On a messaging system however, I would assume that a higher percentage of
>> users hitting that message would actually read a significant part of that
>> message before discarding it if they do not wish to reply 

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: 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" <only1sa...@gmail.com> wrote:

> **
> I could only find Upper and Lower.  Nothing about Proper Case.
>
> On Fri, Apr 22, 2016 at 9:22 AM, Rick Cook <remedyr...@gmail.com> 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" <only1sa...@gmail.com> 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]

> Just one would do. If I could send a GUID or something into the job,
>>>> that'd be good enough to glue everything together (for instance I can use
>>>> the GUID to reach back into the DB and find my attachment filename,
>>>> identify my logs from all the others, etc).  Thing is ... so far ... I just
>>>> don't see a way to do something like that, but maybe I'm just barking up
>>>> the wrong tree and there's a "right" way to do this?
>>>>
>>>> I see a few suspiciously "extra" fields on Application Pending ('Field
>>>> 1', 'Field 2', 'Other Short', 'Other Long', etc). That is certainly the
>>>> sort of thing I'd put on a form to send arguments to a job, but as to how
>>>> specifically these are used (if at all) ... God, it's just anyone's guess
>>>> because there's absolutely zippy mention in the documentation (that I can
>>>> find at least).
>>>>
>>>> Any more help out there? LOL :-)
>>>>
>>>> thanks everyone!
>>>>
>>>> -Andy
>>>>
>>>>
>>>>
>>>>
>>>> On Mon, Aug 3, 2015 at 11:28 AM, Rick Cook <remed...@gmail.com> wrote:
>>>>
>>>>> **
>>>>>
>>>>> 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" <and...@hicox.com> 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_
>>>>>
>>>>> _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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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: 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.
>>
>> 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.
>>
>> > I was thinking the same thing. This is a dangerous precedent. Just as
>> > people are finally accepting WUT is dead it 

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]
> 
>
> Comcentric Inc.
> 10463 Park Meadows Drive #208
> Lone Tree, CO 80124
> [image: cid:image001.png@01CFF1DD.30084AF0]
>
> _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: 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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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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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: 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: 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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>

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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 tboot...@objectpath.com 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 jason.mil...@gmail.com
 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 shafq...@yahoo.com 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 frexpo...@gmail.com
 *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 jason.mil...@gmail.com
 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 frexpo...@gmail.com 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, remedy...@gmail.com 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 daniel.bl...@danielbloom.ca 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 thad.es...@gmail.com 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 remedyr...@gmail.com 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_


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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 and...@hicox.com 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
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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 rockw...@lanl.gov 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

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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 vadr...@yahoo.com 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.
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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 tar...@glhec.org 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


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 the intended recipient, you are hereby notified that any dissemination,
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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 tar...@glhec.org 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 tar...@glhec.org 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


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 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,
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 strictly prohibited. If you have received this communication in error,
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 contact the sender.

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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 shafq...@yahoo.com 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 frederick.w.gro...@xo.com
 *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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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 lj.longw...@gmail.com 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 madhu.pesronalandpriv...@gmail.com
 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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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 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 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 ??

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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 lj.longw...@gmail.com 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 thad.es...@gmail.com 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 doug_muel...@bmc.com
 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 define table fields to just “follow the association”
 rather than having to define the target form and qualifications on it?



 What if you could export data by just specifying the parent record and
 all children record are exported along with it (or imported..).



 What if…



 There is a lot more that this feature can do and will allow.

  Working with applications that involve collections of forms with
 inter-dependent or just inter-related data will be much easier and will be
 able to be done in a more global, consistent, and systematic way rather
 than custom logic for each set of interaction.




 As an aside, there is also much more that is possible with archiving now
 that this is in place and you should see some very cool new features
 related to archive still to come in releases post 9.0.





 I am glad that you are seeing some of the possibilities that this
 feature opens up within the system – some available already (archiving and
 delete) and others to come.  There 

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 thad.es...@gmail.com 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: 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 vadr...@yahoo.com 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.
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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 m...@rrr.se 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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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 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] *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=nodenode=121688i=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_
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 To start a new topic under ARS (Action Request System), email [hidden
 email] http:///user/SendEmail.jtp?type=nodenode=121688i=1
 To unsubscribe from ARS (Action Request System), click here.
 NAML
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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 rwestbr...@24hourfit.com 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.
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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 rajashekhar_hirem...@bmc.com 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=nodenode=121664i=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

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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 tekkyto...@aol.com 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.
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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 shawn.pier...@energytransfer.com
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


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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 jdso...@shyle.net wrote:

 **

 I wanted to know if you **require** to do a hard switch to AI or if you
 can continue to use the older AIE residing on a 8.x AR instance. Does AIE
 continue to work on 8.x?



 Joe
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Re: 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 jason.mil...@gmail.com 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 jdso...@shyle.net wrote:

 **

 I wanted to know if you **require** to do a hard switch to AI or if you
 can continue to use the older AIE residing on a 8.x AR instance. Does AIE
 continue to work on 8.x?



 Joe
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Remedy 8.1.2 uninstaller issues

[Rick Cook]

I'm having a heck of a time getting ITSM 8.1.2 installed, and the
Uninstaller functions DON'T seem to uninstall much of anything.  Has anyone
else seen this?

Windows 2008, SQL.

Rick

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Re: Upgrade to 8.1.2

[Rick Cook]

Fwiw, I'm having enough issues with a clean install that I wouldn't want to
try this over live code and data.  8.1.2 is the first version using a new
install package, and it has issues.  I can neither fully install nor fully
uninstall ITSM.

Rick
On Apr 9, 2015 12:34 PM, Scott Buntin sco...@effect-tech.com wrote:

 ** We have successfully helped may large and medium size companies tackle
 upgrades and migrations through the years. It is important to understand
 this question is more complex than the actual implementation.

 We have a article on ITSM Migration methodology on our site.

 http://www.effect-tech.com/migration_onboarding-_upgrade/

 Our methodologies and Transport tool has won the RUG Product of the year
 twice for 2012 and 2013.

 Hope this finds you well,

 Effective Technologies | www.effect-tech.com
 408-834-7554

 On 4/9/2015 11:57:31 AM, Jason Miller jason.mil...@gmail.com wrote:
 **
 Personally I am a fan of new builds and migrating data when it comes to
 ITSM. So much changes (and breaks) over the years and it is a great time to
 evaluate customizations and if they are still needed.

 Have you looked into the AMIGO Program for ITSM Applications Suite
 https://communities.bmc.com/docs/DOC-28417? Also see:
 https://communities.bmc.com/groups/customer-support-community/blog/2014/09/19/amigo-program
 for more info.

 Jason

 On Wed, Apr 8, 2015 at 8:17 AM, Koyb P. Liabt tekkyto...@aol.com wrote:

 ** Hi,

 Our company is upgrading from 7.0.3 ITSM/AR System 7.5 to 8.1.2.

 We are trying to figure out if we should do:
  a) implement  new 8.1.2 install on a separate server, and bring selected
 customizations over (after we modify them via Dev Studio) OR
  b) upgrade in place the AR System and ITSM to 8.1.2

 Any ideas/thoughts?



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Re: Time to Install ITSM 8.1.2

[Rick Cook]

I've only gotten as far as Atrium Core, but ARS and AC each took less than
an hour.

Rick

Rick Cook

On Mon, Mar 9, 2015 at 6:19 AM, Tanner, Doug doug.tan...@compass-usa.com
wrote:

 **

 Custom Applications, ARS is on 8.1.2, so in essence we are doing a fresh
 install of ITSM 8.1.2



 Database:MS SQL 2012

 Size:   450 GB

 RAM  8 GB (Have requested increase to 16GB)



 ARS Server:MS Server 2012

 RAM  8 GB



 Thanks, Doug





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Hynes, Douglas
 *Sent:* Monday, March 09, 2015 9:15 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Time to Install ITSM 8.1.2



 **

 Doug,



 Are you upgrading from a 7.x or an 8.x?



 Cheers,

 -Doug



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Tanner,
 Doug
 *Sent:* Monday, March 09, 2015 7:48 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Time to Install ITSM 8.1.2



 **

 Dear List,

 Looking for some feedback on Installation times for ITSM
 Suite. I know there are a lot of variables and different system
 configurations, etc.

 I installed CMDB, Atrium Integrator and then ITSM (8.1.2) suite over the
 weekend on a Sandbox. Just trying to gauge if my installation time was
 typical/average.



 My Question for the List – *If you have installed ITSM
 8.1.2 – How long did the install take?*



 P.S. Are there any tips/tricks that can reduce the installation time?



 Thanks in Advance, Doug



 *|**Doug Tanner **| *Enterprise Workflow Applications *|*

 *|*Compass Group *| *2400 Yorkmont Rd, Charlotte, NC 28217 *|*

 *| *(*w*) +1.704.328.3178 *| *(*m*) +1.980.230.8563 *|*

 *| *www.cgnad.com *|*why Compass? http://www.worldofcompass.com/video/*
 |*



 This email is subject to certain disclaimers, which may be reviewed via
 the following link. http://compass-usa.com/Pages/Disclaimer.aspx.

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

 Confidentiality Notice: This e-mail message, including any attachments, is
 for the sole use of the intended recipient(s) and may contain confidential
 and privileged information. Any unauthorized review, use, disclosure or
 distribution is prohibited. If you are not the intended recipient, please
 contact the sender by reply e-mail and destroy all copies of the original
 message.

 _ARSlist: Where the Answers Are and have been for 20 years_
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 the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
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Re: Time to Install ITSM 8.1.2

[Rick Cook]

Mine is failing, too.  Actually, it (finally) installed, but now I can't
connect to my plug-in server, which I've been working with Support on for
over a week.

Rick Cook

On Mon, Mar 9, 2015 at 10:27 AM, Hynes, Douglas douglas.hy...@froedtert.com
 wrote:

 **

 My 8.1.02 Core patch in my Test Env. failed. I won’t be able to give a
 good set of numbers for a bit.



 Sorry,

 -Doug



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Tanner, Doug
 *Sent:* Monday, March 09, 2015 11:49 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Time to Install ITSM 8.1.2



 **

 Thanks Rick, I installed English  French

 Doug



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Rick
 Phillips
 *Sent:* Monday, March 09, 2015 12:09 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Time to Install ITSM 8.1.2



 **

 Doug, it depends on which locales you have installed.  For us (with all
 locales installed) it's 11 hours.

 rp

 On 3/9/2015 5:47 AM, Tanner, Doug wrote:

 **

 Dear List,

 Looking for some feedback on Installation times for ITSM
 Suite. I know there are a lot of variables and different system
 configurations, etc.

 I installed CMDB, Atrium Integrator and then ITSM (8.1.2) suite over the
 weekend on a Sandbox. Just trying to gauge if my installation time was
 typical/average.



 My Question for the List – *If you have installed ITSM
 8.1.2 – How long did the install take?*



 P.S. Are there any tips/tricks that can reduce the installation time?



 Thanks in Advance, Doug



 *|**Doug Tanner **| *Enterprise Workflow Applications *|*

 *|*Compass Group *| *2400 Yorkmont Rd, Charlotte, NC 28217 *|*

 *| *(*w*) +1.704.328.3178 *| *(*m*) +1.980.230.8563 *|*

 *| *www.cgnad.com *|*why Compass? http://www.worldofcompass.com/video/*
 |*



 This email is subject to certain disclaimers, which may be reviewed via
 the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
 _ARSlist: Where the Answers Are and have been for 20 years_



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 This email is subject to certain disclaimers, which may be reviewed via
 the following link. http://compass-usa.com/Pages/Disclaimer.aspx.

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 and privileged information. Any unauthorized review, use, disclosure or
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Re: Requirements Doc

[Rick Cook]

I always used to assign new developers to build a bug tracking
application.

Rick
On Mar 6, 2015 9:36 AM, Ben Cantatore ben.cantat...@bedbath.com wrote:

 ** LJ,

 I'm not sure if this is something you're looking for, but I currently have
 an enhancement request from one of my users to modify the email function
 (located under function on left side navigation panel) in tickets to allow
 for canned messages.  Many teams that are fulfilling requests have messages
 to send formatted in a specific way with a specific message and want to
 send during the setup/completion of the requests.

 So the idea would be to create a form where the various teams can
 add/modify their canned messages and then have it selectable from a menu on
 the email dialog box.

 In this example, your junior develop would have to create a form, menu,
 active links and buttons.  I think I recall you have a custom environment
 so add dialog box and maybe tack on the actual email function if you want
 to ramp up the difficulty level.





 *Ben Cantatore*
 *Remedy Product Manager*
 Bed Bath  Beyond
 650 Liberty Avenue
 Union NJ 07083-8130
 Office: (908) 613-5769
 Cell: (914) 263-6802

 [image: LinkedIn] http://www.linkedin.com/pub/ben-cantatore/3/220/9a7/



 From:LJ LongWing lj.longw...@gmail.com
 To:arslist@ARSLIST.ORG,
 Date:03/06/2015 09:58 AM
 Subject:Requirements Doc
 Sent by:Action Request System discussion list(ARSList) 
 arslist@ARSLIST.ORG
 --



 **
 All,
 I'm training up a newbie on Remedy Development, and we have reached the
 point where I think he's ready for a 'test'I remember going through my
 7.x RAC class, and they gave us a small 'requirements doc' for a fairly
 simple, yet complex enough application that needed to be built...the guys
 that were in the class with me all built different applications of course,
 but they all met the application...it was a good exercise and helped hone
 the blade so to speak on all of our skills...I was wondering if anyone
 happened to have something like that laying around that I would be able to
 use

 It doesn't need to be related to any particular industry, etc...just a
 couple of pages of requirements for an app that requires a few forms, and
 some description of functionality, but of course, not how the functionality
 needs to be built

 If anyone is willing to send me some stuff, either on or offline, I would
 appreciate it.
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Re: 8.1 Wiping out Relationships when a CI is Moved to In Inventory

[Rick Cook]

If a CI is In Inventory, it's not deployed, and to BMC, it is still owned,
managed, and controlled by the company, not a group individual.  I believe
you can set a default owner group for CIs in that status.

Rick
On Mar 6, 2015 12:39 PM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
lisa.kemes@dla.mil wrote:

 I'm surprised that nobody else is feeling any struggles to the new 8.1 OOB
 workflow that deletes all People relationships when a CI is moved to In
 Inventory.  Surely (don't call me Shirley!) the CI is still supported by or
 owned by a Support Group or Organization and this usually doesn't go away
 if In Inventory does it?  Our customer is requesting that these
 relationships do not get touched when a CI is moved to In Inventory.

 Do most people just not use In Inventory?  It's really horrible and has
 caused lots of problems for us.  We have fixed many bugs for BMC on our own
 in relation to this.

 My previous Post:
 Does anyone else struggle with this in 8.1?  Why would all relationships
 get wiped out when a CI is moved to In Inventory?

 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com


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Re: CI Relationships

[Rick Cook]

I think that's in the Asset people Form.

Rick
On Mar 2, 2015 10:23 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
lisa.kemes@dla.mil wrote:

 For some reason, our customer wants to see all CI relationships (Owned by,
 Used by, etc) on one row in a report, so we have a TON of customizations to
 create one record for each CI with all these relationships on it.

 I've proposed using Analytics (we have this and use it) for this but it
 wouldn't be on one row.

 Does anyone else have this need that has been able to provide this type of
 report out of the box without customizations?

 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com


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Re: Remedy Upgrade - Suggestions required.

[Rick Cook]

Yup.  We are doing the same upgrade, and are doing it via the build and
migrate plan, not an upgrade in place.

There are some bugs in the 8.1.02 installers, too, as I am finding.  All
the more reason to do it in a simpler environment.

Rick Cook

On Fri, Feb 20, 2015 at 8:29 AM, Rick Westbrock rwestbr...@24hourfit.com
wrote:

 **

 Karthick-



 I know that others share my opinion that when you are jumping ahead
 multiple big versions like this it is probably better to stand up a fresh
 8.1.02 environment and migrate relevant data from the old system to the
 new. That is my plan when I get a chance to work on upgrading our 7.1
 environment to 8.1.02 myself (although I am working with Linux servers). I
 believe there were quite a few posts to the list in the last six months or
 so regarding exactly this topic so you might want to visit arslist.org
 and search for the old posts there.



 In fact I did a quick search of my mailbox and found a thread named
 “Upgrade to 8.1 AR/ITSM” from just last month regarding this. Contact me
 off-list if you would like me to send over the messages. That thread had a
 mention of the AMIGO program which you should also investigate.
 https://kb.bmc.com/infocenter/index?page=contentid=KA404408



 -Rick



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Karthick S
 *Sent:* Thursday, February 19, 2015 9:51 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Remedy Upgrade - Suggestions required.



 **

 We are planning to do an upgrade in Remedy, please provide your
 suggestions on this.



 Our current remedy environment is 7.1 Version and it’s database version is
 SQL 2005.

 We are planning for an upgrade it to latest version 8.1.02 version.

 We have planned in 2 sections, first upgrading Remedy 7.1 to 7.6.04 and
 then to 7.6.04 to 8.1.02.



 We have a new test server which is Windows Server 2012 R2 64 Bit and SQL
 Server 2014 64 Bit Enterprise Edition.



 We have planned to take a backup copy of AR System DB from production
 server which has DB version 2005 and copied into 2014 SQL DB version, from
 their we can perform the upgrade.

 Is it possible, please let me know.?



 Or creating a test DB at 2005 SQL version, start the upgrade in Windows
 Server 2012 R2 64 Bit and point it to test DB (2005 SQL version) and later
 on moving the DB instance from 2005 SQL DB to 2014 SQL DB.













 *Regards,*

 *Karthick Sundararajan*

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Re: 8.1.02 Server Installation -- Database Upgrade

[Rick Cook]

Tami, I've not had that problem, but I've had a few others with the 8.1.02
install packages.  One thing that Support told me was that they are using a
new Installer technology for the first time in this release.

One issue I had is that the AR System install won't accept a DB name with
any special characters in it, even though neither AR System nor SQL mind
them.

Also dealing with an issue with the Atrium Core install, which leaves out
an entire /bin directory (among possibly other things).

Rick Cook

On Fri, Feb 13, 2015 at 12:52 PM, Tami Palacky tpala...@gmail.com wrote:

 **

 i am installing 8.1.02 on a brand new server and i am not getting the
 database upgrade prompt, so it is defaulting to Yes.  is there a place to
 change that after installing?



 Windows server 2012 R2

 SQL database 2012 R2



 thank you
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Re: Categorization

[Rick Cook]

This is the updated version of the other document.

https://communities.bmc.com/docs/DOC-31762

Rick Cook

On Thu, Jan 29, 2015 at 9:39 AM, Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS lisa.kemes@dla.mil wrote:

 This might help with Op Cats.  :)

 https://communities.bmc.com/docs/DOC-3231#

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
 Sent: Thursday, January 29, 2015 9:03 AM
 To: arslist@ARSLIST.ORG
 Subject: Categorization

 **
 Not sure if this is asking for too much, or that I'm crossing the lines of
 info sharing etiquette wit this question, but here it goes. I have been
 Working on re-working my clients current Product and Op category
 matrix,which is in bad shape. If was wondering if anyone would be willing
 to share their category matrix just so that I would have something to start
 with. This way I am not re-inventing the wheel. I figured someone out there
 my actually have a Cat matrix that they are happy with. If you not
 comfortable with sharing I understand. My client is a retail organization
 if that helps.

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

[Rick Cook]

I see your point, Ray, but at the end of the process - whatever the process
- is implementation.  Without that, there seems little point in following a
process of any kind.  Which may explain the reticence of both customers and
support techs to initiate that process.  It's simply a pointless waste of
time and effort.

Rick Cook

On Wed, Jan 28, 2015 at 9:49 AM, Ray Gellenbeck 
ray.gellenb...@redmangollc.com wrote:

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

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

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

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

 Ray


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

[Rick Cook]

Is there anyone here who's had an RFE actually implemented?  I can't think
of one of mine that has.  I don't know how BMC prioritizes their
development time, but since there are documented bugs that span multiple
versions without getting fixed, I have to think that only the most
obvious/important RFEs make the cut.

Rick Cook

On Wed, Jan 28, 2015 at 8:35 AM, Terje Moglestue te...@mogle.com wrote:

 **

 Looking back I have spent hours submitting RFE’s on behalf of different
 clients. At that point, we all believed in the RFE system (in some degree).
 It was not perfect, but it worked. High-profile clients believed in the
 process some was  even proud when an RFE was submitted. We had meetings
 with account managers, project managers and stake holders regarding RFEs.
 It was an important part in the project management and helped us to move
 the project forward. Submit something on a community board is different!



 A reintroduction of an improved RFEs system would be welcomed by many. BMC
 could combine the two system – where the RFE when approved was published in
 the community board for general feedback or voting. Based on the feedback,
 things could be assigned for final approval and prioritizing. The process
 will require some manpower – most important it generates happy customers
 and a better product.



 ~

 Terje



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Wednesday, January 28, 2015 2:59 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: BMC Enhancement Requests (was a different topic/thread)



 **

 Ray,

 I wish I could disagree with most of what you say, but I can'tthe RFE
 process has been broken for many years, and is not 'fixed' by this single
 change, even this change has been full of frustration, but instead of the
 frustration being felt individually by the RFE person, it's being felt
 publicly, and being discussed/ridiculed publicly, which I hope provides
 visibility to the struggle in a way that was never visible before, and I
 can hope that the visibility that it brings can help bring change...yet,
 these are just hopes...I certainly don't work for BMC, nor have anymore
 access to the internals than any other member of this community...but I do
 still have hope that the company has the desire to become better, and we as
 customers can show them where they need the improvement most :)



 On Wed, Jan 28, 2015 at 7:48 AM, Ray Gellenbeck 
 ray.gellenb...@redmangollc.com wrote:

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

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

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

 (/endsoapbox, I promise)



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Re: ITSM 764 Upgrade Port Issue

[Rick Cook]

I got an error saying that something in addition to Windows Portmapper was
using port 111.  Is that the one you got, too?  We've been unable to find
anything else using that port, btw.

Rick Cook

On Tue, Jan 27, 2015 at 6:02 AM, Frank Caruso caruso.fr...@gmail.com
wrote:

 RHEL 5, ITSM 764 sp2, Oracle, Weblogic

 Attempting to upgrade an ITSM 764 sp2 install to 8.1.02 but when I run the
 ARS installer it gives me errors about TCD and plugin ports in use. It
 appears is though it thinks I am trying to install another copy of ARS on
 the same server. The current set up we have is not using port mapper and
 running TCD on 5001 and Plugin Port on 5002.

 Anyone experienced this type of an issue?

 Thanks

 Frank C.


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Re: ITSM 764 Upgrade Port Issue

[Rick Cook]

My arsysteminstalledconfiguration.XML file shows details of my failed
8.1.02 installation - not my current 8.1.0 version.

Rick Cook

On Tue, Jan 27, 2015 at 6:09 AM, onkar shinde onkarbshi...@gmail.com
wrote:

 **

 Hello frank

 Ave you checked with arsysteminstalledconfiguration.XML

 It should be present in the ar server installed directory.

 If it is there then Check what is mentioned in that against these property
 tags.
  On Jan 27, 2015 8:02 PM, Frank Caruso caruso.fr...@gmail.com wrote:

 RHEL 5, ITSM 764 sp2, Oracle, Weblogic

 Attempting to upgrade an ITSM 764 sp2 install to 8.1.02 but when I run
 the ARS installer it gives me errors about TCD and plugin ports in use. It
 appears is though it thinks I am trying to install another copy of ARS on
 the same server. The current set up we have is not using port mapper and
 running TCD on 5001 and Plugin Port on 5002.

 Anyone experienced this type of an issue?

 Thanks

 Frank C.


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Re: ITSM Asset Management - Status Values

[Rick Cook]

Either way, it's one huge Matzoh ball.  I would simply not go there.  Of
all the customizations people might want, the Status field is the one we
should resist the most strongly.

Rick Cook

On Wed, Jan 21, 2015 at 12:07 PM, Janie Sprenger jrsrem...@gmail.com
wrote:

 **
 The form AST:Attributes works in conjunction with AST and CMDB.  Field ID
 7 looks like the status field but you'll probably find your Status field on
 the AST:Attributes form in 8.1

 On Wed, Jan 21, 2015 at 12:02 PM, Ray Gellenbeck 
 ray.gellenb...@redmangollc.com wrote:

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

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

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

 Any answers from the ITSM-savvy crowd?


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Re: Need Suggestion

[Rick Cook]

Great points, Janie.  I don't know that Remedy would scale to processing 5
million Incidents a day, unless the DB was kept VERY well trimmed and
tuned.  If they processed through some very tiny form, then maybe.  But the
issue is why are there 3-9 million alarms a day going INTO the system.  No
one will ever actually process those, so deal with the duplicates and
non-actionable items some other way, and specifically whitelist those you
want/need to actually be tracked in an Incident.

Rick Cook

On Tue, Jan 20, 2015 at 8:54 AM, Janie Sprenger jrsrem...@gmail.com wrote:

 **
 Are you in disagreement because you don't think Remedy can handle the
 volume or the volume won't be appropriately handled by personnel once it's
 in Remedy?
 Some additional things to think about are:
 By ticket, do you mean Incident or Change Request or Task or Work Order or
 something custom, by escalations do you mean related transaction records?
 Are all of the tickets that get generated supposed to end up being handled
 manually by people?
 Is there more processing and automation that occurs once the ticket is
 generated in Remedy?
 Is the process flow escalation intended to be more than a historical audit
 record of the event?

 Obviously, the volume is really high and it's hard to think of any
 companies that can manually handle that kind of volume on a daily basis so
 that means there is more to the story.
 IMO, Here's the thing to keep in mind, the customer is trying to solve a
 problem.  They are attempting to use Remedy to solve that problem, which is
 good so you don't want to deter from them from what Remedy can and should
 be doing.  But you also need to help to find a solution for the actual
 issue at hand because if they really have 3.5 to 9.5 million daily faults
 occurring in their environment, then they really do have a problem they
 have to sort out. Perhaps it's a matter of getting a handle on what is
 faulting, maybe SMS or FMS is or isn't configured correctly, maybe the
 faults are warnings and some are faults that need to be addressed.  Maybe
 there is something to be aware of other than just processing millions of
 individual tickets into a 1 to 1 mapping between the fault and the ticket.

 My suggestion is to find out what the end goal is for the data that goes
 into Remedy, regardless of the volume and see where that takes you with
 whether or not Remedy can assist with solving the customer's problem.

 HTH,
 Janie

 On Tue, Jan 20, 2015 at 3:25 AM, Saraswat, Praveen psaras...@columnit.com
  wrote:

 **

 Hi All,



 I have below requirement from one of the Customer. Wanted to check if
 anyone has done this before for such volume.



 Requirement – Customer wants to send SMS to the stakeholders for any
 escalations on the tickets generated from Alarm (Fault Management System).

 Volume of tickets to be generated from Alarms – 3.5 million per day on
 day 1. Eventually the count to increase to 9.5 million per day.

 For any given ticket,2 to 3 SMS to flow from the system as part of the
 escalation matrix.

 Is remedy system the right place to handle SMS flow of this volume?



 I am in disagreement to use the Remedy System as SMS dispatcher for such
 a large volume of tickets.

 What are your thoughts on this? Any suggestions?



 Regards,

 Praveen








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Tying Approvals to CIs

[Rick Cook]

ARS/ITSM 7.0.2

I am pretty sure there is a way to do this, but it's currently eluding me.

We want to associate CIs (Business Processes) to a Change Request, and have
a person associated with that CI to be automatically included in the
Approval notification process for that RFC.

So how can I do that?

Same question for v8.1.

Rick Cook

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Re: Remedy 7.6 Midtier Integration with SiteMinder SSO

[Rick Cook]

Carol, have you considered using the authentication alias field on the User
Form?  I wonder if that might help.

Rick
On Jan 9, 2015 12:38 PM, Carol Carnevali carol.carnev...@broadridge.com
wrote:

 Hello ARSLIST,

 If anyone has successfully integrated Remedy Midtier (7.6.4) with
 SiteMinder SSO, we really need to speak with you.  Though we have it
 working in instances where the SSO Login Name matches the Remedy User Login
 Name, we cannot for the life of us get it to work where the Login Names
 differ and SSO is passing us an alias. Below is more detailed information
 on it:

 We are leveraging an unsupported Midter_AREA_SSO integration. The
 objective is to login to the SiteMinder login page (which resides on the
 Remedy midtier) using your single-sign on; and then once validated in
 SiteMinder with your single sign-on password; Siteminder sends Remedy back
 the Remedy login name in a header. Within Remedy, our login names differ
 from the standard single sign-on used at our company. I am able to
 successfully connect to SiteMinder for login; but it doesnt appear that
 midtier or IIS is accepting the header that SiteMinder is passing back
 which includes the alias (aka Remdy login name). I'm not sure if anyone out
 there has tried to integrate to SiteMinder using this method of having
 SiteMinder send back an alias in a header for Remedy login (the remedy
 login name) upon successful validation to SiteMinder using standard/global
 Single Sign-on password. I do not see the header being passed or even
 header name value in the Fiddler logs.

 The main problem appears to be that the Midtier or IIS is not accepting
 the header that SiteMinder is passing back which includes the alias (the
 Remedy Login Name).

 If anyone can offer any insight into this issue, we would greatly
 appreciate it!

 Thank you so much!


 ARS 7.6.4


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Re: ARS 8.1 and JSON consumption

[Rick Cook]

I think there was a thread here last year that covered that topic.  The
basic answer is no, restful services are not possible, even in 8.x.

Rick
On Jan 7, 2015 12:55 PM, Sinclair, Keith ksincl...@shoppertrak.com
wrote:

 **

 Does anyone know if Remedy ARS8.1 can consume JSON/Restful Services? Or is
 it just limited to SAOP?



 I am finding mixed information on BMC’s website and thought I’d ask the
 question to the real world.



 Thanks,



 *Keith Sinclair*

 *Remedy Development*

 *ShopperTrak  Chicago USA*

 O:  312.676.8289 |  M:  630.946.4744

 *ksincl...@shoppertrak.com ksincl...@shoppertrak.com* | @shoppertrak

 www.shoppertrak.com


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Re: BMC Remedy verses HP Service Manager

[Rick Cook]

I think the Forrester people did something with this some time ago.  Might
look that up.

Rick Cook

On Wed, Dec 17, 2014 at 8:05 AM, LJ LongWing lj.longw...@gmail.com wrote:

 **
 I wonder if your BMC Sales Rep would have access to some sort of document
 produced by BMC.

 On Wed, Dec 17, 2014 at 8:43 AM, Christopher Pruitt 
 christopher.jay.pru...@hp.com wrote:

 Hello Listers,

 I have a question for all of you. I am trying to find any kind of
 documentation on a BMC Remedy verses HP Service Manager side by side
 comparison, no matter how old and out of date it is. Would you have any
 ideas where I can find these kinds of documents? I am working with a team
 here at HP and we have been tasked to compare BMC Remedy's products to HP
 Service Manager to determine which is the better product to use for a new
 startup project.

 Any help pointing me in the right direction would be appreciated.

 Christopher Pruitt
 CRM Developer / Consultant
 MSS Systems Development  Engineering
 Enterprise Security Services
 Hewlett-Packard


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Re: Final Post and Sign-Off

[Rick Cook]

Best wishes in your new career, Ray.  It was a pleasure to work with and
know you.

Rick Cook

On Wed, Dec 17, 2014 at 11:34 AM, Ramy S. Ayoub ramyay...@gmail.com wrote:

 ** Good luck ray ;)

 On Wednesday, December 17, 2014, ray.pa...@insona.com 
 ray.pa...@insona.com wrote:

 **

 Ladies and Gentlemen of Remedy;



 All good things must come to an end. This will be my final post on the
 ARS list. I’m retiring from consulting at the end of this year after near
 twenty years on the circuit.



 I just wanted to say thanks to everyone before I salute and bid you ado.

 It’s been an awesome ride. I began working with Remedy on version 2.0
 before there were even any OOB apps. On my first project for GTE Customers
 Networks I was single-handedly asked to build forty-two separate Help Desk
 tracking systems for forty-two completely different types of customers.
 Even back in 1996-97 the ARS core system was the most versatile rapid
 application development platform in the industry. As you can well imagine,
 I’ve seen vast changes in the usage of Remedy, as well as a variety of good
 and bad parent company organizations. I’ve witnessed incredible innovations
 for integrations and a host of upgrades and improvements to the product.
 I’ve seen rates for Remedy services swing from modest to very lucrative and
 worked all across the United States from Austin/Dallas/Houston to
 Washington DC, from South Carolina to Tennessee, to Wisconsin, to all over
 California, Oregon, Idaho and Seattle, WA; for companies like: ATT,
 Cingular, GTE, Verizon, The U.S. Courts System, Washington Mutual Banks,
 Schlumberger, and over eighty other large and small contracts. I’m proud of
 my career and very proud of the friends I’ve acquired along the way. I
 would especially like to acknowledged a few of the Best of the Best in the
 Remedy world.



 Special thanks to:
 Doug Mueller – Remedy Long Liver Elite

 Larry Garlick - Independent Philanthropy Professional

 David Easter - The Epitome of Product Manager

 Phil Bautista – Human Dual-Processor

 Rick Cook – Master Architect

 Marc Thames – Imagination Expert

 Wes Chick – Prince of Pressure

 Drew Shuller – Arms and Legs of Development and Administration



 It has been a true pleasure guys.

 I can still be found through my company http://INSONA.com and now on
 http://RPalla.com where I am retiring to write fiction. I released my
 first novel last month and already have a five star rating on Amazon for
 the book “Krill America
 http://www.amazon.com/gp/product/B00PT8Q0BG/ref=as_li_tl?ie=UTF8camp=1789creative=9325creativeASIN=B00PT8Q0BGlinkCode=as2tag=raypalaut-20linkId=UZ54GPQPFFSJAVDQ”.
 Please stay in touch with me and if you have time in between Remedy tasks,
 take a break to read something other than software code. J



 God bless, God speed, Happy Holidays, and may 2015 bring you cheer and
 prosperity, and Remedy always treat you as well as it has served me and my
 family! Salute!



 Senior Remedy Consultant, Retired;

 Ray Palla, Houston, TX







 ● *Ray Palla*   ● Cell: 512-917-1739  ● www.RPalla.com●
 Time=Central

 Check out my books on Goodreads: Ray Palla
 https://www.goodreads.com/profile/rpalla?utm_source=email_widget




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Re: Remedy Test Plan

[Rick Cook]

Well, those that have would not likely be able to share those documents,
because they would be the proprietary property of either their consulting
agency or the client.

That being said, a generic plan would simply be to test the processes that
the ITSM products use.  Set up some configuration data, to be sure that the
back-end forms are populated.  Set up a simple approval process, and be
sure that you test that it works.  Create a record via email, and test that
outgoing ones work, too.  Any plug-in (like LDAP or WS) that you use should
be tested.  Anything that runs as a separate daemon or service should be
tested.  Be sure that you can access the CMDB from both the Atrium console
and from ITSM.

It's not rocket surgery.

Rick Cook

On Tue, Nov 25, 2014 at 12:19 PM, Scott Hallenger vadr...@yahoo.com wrote:

 I find it hard to belive that not a consultant out there has ever gone
 through an upgrade/deployment and had to have the user population test the
 newley stood up system. Does not have to be an official BMC doc. Just any
 company that has UATd 7.1 ot 7.6. However, my google searches did yield
 anything either.


 
 On Tue, 11/25/14, Jason Miller jason.mil...@gmail.com wrote:

  Subject: Re: Remedy Test Plan
  To: arslist@ARSLIST.ORG
  Date: Tuesday, November 25, 2014, 2:49 PM

  **
  I ready it the same way you did.  I wish you
  luck on finding such a document from BMC (and not paying
  Professional Services for it).
  Jason
  On Tue, Nov 25, 2014 at
  10:45 AM, JD Hood hood...@gmail.com
  wrote:
  **
  OK -- I completely misread the original post
  by Scott Hallenger. I
  thought he was looking for a UAT test plan... He was just
  looking for the upgrade plan. My bad.
  But if anyone
  knows if a BMC blessed UAT plan exists, strictly
  for OOB functionality, that would be awesome
  too!
  -JDHood
  On Tue, Nov 25, 2014 at
  1:39 PM, JD Hood hood...@gmail.com
  wrote:
  Yep - I've looked at the files attached
  to KA404409 (and the
  other related AMIGO pages) and there is nothing that looks
  like a post-upgrade test-plan that could be used to UAT the
  out-of-the-box ITSM -- a test plan that exercises
  the out-of-the-box
  modules to validate out-of-the-box
  functionality.
  Perhaps BMC took
  it down for some reason...
  -JDHood
  On Tue, Nov 25, 2014 at
  12:48 PM, Carin Grobler remedy...@gmail.com
  wrote:
  **
  Look at KA404409 there is templates
  attached
  On Tue, Nov 25, 2014 at
  11:38 AM, Carin Grobler remedy...@gmail.com
  wrote:
  Are you doing a parallel upgrade or in
  place
  On Tue, Nov 25, 2014 at
  10:59 AM, JD Hood hood...@gmail.com
  wrote:
  **
  Paged through every Remedy/Atrium/ITSM
  Amigo related page I could find and the only
  spreadsheet I saw was for sizing recommendations.

  Like always with BMC docs,
  this spreadsheet is going to be as easy to find as
  Bigfoot...
  -JDHood

  On Tue, Nov 25, 2014
  at 11:00 AM, Carin Grobler remedy...@gmail.com
  wrote:
  **
  https://communities.bmc.com/docs/DOC-28417


  On Tue, Nov 25, 2014 at
  9:57 AM, Rob Dudley duds1...@gmail.com
  wrote:
  **
  Claire/Scott -

  Can you post a link to this AMIGO program
  you're referring to?  I can't seem to find it
  within the Documentation section on BMC's site.

  Thanks,

  Rob D.

  On Tue, Nov 25, 2014 at
  9:03 AM, LJ LongWing lj.longw...@gmail.com
  wrote:
  **
  Scott,Docs don't even require a
  login anymore, let alone a support
  contract...
  On Tue, Nov 25, 2014 at
  6:44 AM, Scott Hallenger vadr...@yahoo.com
  wrote:
  **
  Cant get in
  there, my clients support expired and they will not
  renew...

   On Monday, November 24, 2014
  2:31 PM, Sanford, Claire claire.sanf...@memorialhermann.org
  wrote:


   Look at the AMIGO program in the DOCS
  section on BMC.  There is a great spreadsheet there that is
  basically your plan.

  -Original Message-
  From: Action Request System discussion
  list(ARSList) [mailto:arslist@ARSLIST.ORG]
  On Behalf Of Scott Hallenger
  Sent: Monday,
  November 24, 2014 10:54 AM
  To: arslist@ARSLIST.ORG
  Subject: Remedy Test Plan

  Would anyone be willing to share a remedy post
  migration/upgrade plan that they may have laying around. Any
  version from 7.1 on would be ok. Any info is better than no
  info. Thanks in advance my fellow listers..







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Re: No Posts

[Rick Cook]

As I recall, it's an account setting on the ARSlist website.  You can
switch the flip either way.  Most probably have it set the same way you
do.  Just go to arslist.org to see your messages.

Rick Cook

On Thu, Nov 20, 2014 at 9:31 AM, Stanley Feinstein 
st...@projectremedies.com wrote:

 That's the way it works (or at least that's the way it has worked for me
 forever).  You need to send a copy to yourself.


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
 Sent: Thursday, November 20, 2014 9:22 AM
 To: arslist@ARSLIST.ORG
 Subject: No Posts

 Oh boy is it annoying that I still cant see my own posts Unless someone
 replies I have no idea if its even visible.


 
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Re: how fast could that be?

[Rick Cook]

Here's the kicker - I know of only one person (besides myself) who ever
took that advice.  And maybe because they're pretty easy to build
ourselves, and most of us have corporate standard software to do that
already.

Rick Cook

On Wed, Nov 12, 2014 at 8:32 AM, Jason Miller jason.mil...@gmail.com
wrote:

 **
 So if everybody writes a bug tracking app, why are there so few
 (Remedy-based) available on the Net (BMC Communities?)

 On Tue, Nov 11, 2014 at 7:18 AM, John Sundberg 
 john.sundb...@kineticdata.com wrote:

 **
 Funny - that is pretty much what I started writing as my first ARS some
 20 years ago now.
 (After I figured out how to install an XWindows client onto Windows 3.1
 or Windows 95, TCP/IP (WRQ stack) on my machine, and basic Unix navigation)
 (That’s right — Windows didn’t come with TCP/IP — you had to buy a product
 for that - and then configure Windows to use it)
 (ARS 1.02)

 *** I was sort of the WRQ TCP/IP troubleshooter for our company. (I
 learned a ton about networking back then)


 -John

 On Tue, Nov 11, 2014 at 9:08 AM, Rick Cook remedyr...@gmail.com wrote:

 **
 John is correct about jumping into ITSM code.  It contains concepts too
 advanced for beginners, and even has some old timers scratching their heads
 and diving into manuals at times.  I used to recommend that new Remedy
 developers start out by writing a bug tracking application.  It's easy
 (should be able to do it in a week), everyone knows basically how one is
 supposed to look and work, it teaches basic concepts of how AR System code
 works, and doesn't mess with any existing applications.  You might try
 something similar.

 Rick Cook

 On Tue, Nov 11, 2014 at 7:04 AM, John Sundberg 
 john.sundb...@kineticdata.com wrote:

 **
 I think if you are a smart person … you could write workflow within the
 first week (even day).

 However, I don’t think you should write workflow in the first week.

 I would assume you are not a “from scratch” system … but walking into a
 “real system”.

 If that is the case — I think it would be 6+ months before you should
 be touching the real system.

 These large systems are like big bowls of Jello… you touch it here -
 and it wiggles in 100 other places. (And - it is not easy to know where /
 what you are affecting.)

 (You have to be a significantly skilled person to understand what is
 changeable and what is not, and what is the convention for changes, naming,
 etc…  — and sadly - it is not until upgrade time that you find you have
 been tying a knot that is one mf*** to figure out)


 So - yes - you can pick up the hammer and start swinging soon. Problem
 is - you are in a fine art gallery and it will be a net negative.


 -John




 On Tue, Nov 11, 2014 at 8:27 AM, Zee Remshab 6mor...@gmail.com wrote:

 dear listers,

 say you have +15 years in the IT, many years as DBA/sys admin/web
 admin + several years on BMC Remedy but only ARSystem and haven't opened
 yet the ITSM objects in the Dev Studio.
 How long could that take to get the hand on the ITSM modules and be
 capable of writing basic workflow ? I don't need an precise figure, just
 some random comments/thought would be very much appreciated. But no jokes
 please.
 Very best regards
 zee remshab


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years




 --

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

 651-556-0930 I john.sundb...@kineticdata.com
 www.kineticdata.com I community.kineticdata.com


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


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




 --

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

 651-556-0930 I john.sundb...@kineticdata.com
 www.kineticdata.com I community.kineticdata.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 fast could that be?

[Rick Cook]

To follow up your comment, Jason, I think that digging into and really
understanding how one application or structure works (i.e. Notifications,
Approvals, Locations, etc.) is a really good way to learn ITSM, BUT...I
wouldn't send someone unfamiliar with AR System into that morass.  There
needs to be a basic structural knowledge of how ARS works - and how it
doesn't work - before one can go further without risking going off the
rails.

Rick Cook

On Wed, Nov 12, 2014 at 8:57 AM, Jason Miller jason.mil...@gmail.com
wrote:

 **
 I think there are a few variables that could help speed up the process.
 How much experience do you have with ARS development?  1 to 2 years, hold
 on there youngster.  8+ years, proceed with caution but you'll get it.

 Do you have a team to work with?  If there is a strong ITSM resource that
 can act as a mentor and help a person start making small ITSM changes,
  ripping off the covers and getting your hands dirty is really the only way
 to learn on that beast.  If there is somebody (or a team) to help guide in
 that process I think a person (with ARS development experience) new to ITSM
 can start right away and the experienced ITSM person(s) can point out see
 now that you changed this, the Jello is jiggling way over here.

 Personally as a halfway decent ARS developer that had catch up on ITSM 7.5
 / 8.x it took me about 6 mo to start seeing patterns and really becoming
 familiar with the foundation structure (which site/people/company/product
 forms to reference in workflow and use to troubleshoot, etc.).  After a
 year I was still very cautious of the Jello effect but felt comfortable as
 a general ITSM developer.  Of course there are all kind of nooks and
 crannies where you can really dive in that could just about consume you
 like AIE/AI, Recon Engine, Approval Engine, etc.

 Jason

 On Tue, Nov 11, 2014 at 7:08 AM, Rick Cook remedyr...@gmail.com wrote:

 **
 John is correct about jumping into ITSM code.  It contains concepts too
 advanced for beginners, and even has some old timers scratching their heads
 and diving into manuals at times.  I used to recommend that new Remedy
 developers start out by writing a bug tracking application.  It's easy
 (should be able to do it in a week), everyone knows basically how one is
 supposed to look and work, it teaches basic concepts of how AR System code
 works, and doesn't mess with any existing applications.  You might try
 something similar.

 Rick Cook

 On Tue, Nov 11, 2014 at 7:04 AM, John Sundberg 
 john.sundb...@kineticdata.com wrote:

 **
 I think if you are a smart person … you could write workflow within the
 first week (even day).

 However, I don’t think you should write workflow in the first week.

 I would assume you are not a “from scratch” system … but walking into a
 “real system”.

 If that is the case — I think it would be 6+ months before you should be
 touching the real system.

 These large systems are like big bowls of Jello… you touch it here - and
 it wiggles in 100 other places. (And - it is not easy to know where / what
 you are affecting.)

 (You have to be a significantly skilled person to understand what is
 changeable and what is not, and what is the convention for changes, naming,
 etc…  — and sadly - it is not until upgrade time that you find you have
 been tying a knot that is one mf*** to figure out)


 So - yes - you can pick up the hammer and start swinging soon. Problem
 is - you are in a fine art gallery and it will be a net negative.


 -John




 On Tue, Nov 11, 2014 at 8:27 AM, Zee Remshab 6mor...@gmail.com wrote:

 dear listers,

 say you have +15 years in the IT, many years as DBA/sys admin/web admin
 + several years on BMC Remedy but only ARSystem and haven't opened yet the
 ITSM objects in the Dev Studio.
 How long could that take to get the hand on the ITSM modules and be
 capable of writing basic workflow ? I don't need an precise figure, just
 some random comments/thought would be very much appreciated. But no jokes
 please.
 Very best regards
 zee remshab


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years




 --

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

 651-556-0930 I john.sundb...@kineticdata.com
 www.kineticdata.com I community.kineticdata.com


  _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 was the first ARS app you built?

[Rick Cook]

I did the bug tracking thing as a learning exercise, but the first full
thing I built was a purchasing front end for AM 5.0 - before it had one.
Substantially similar to the structure AM uses now, though not as complex.
Or as large.

Rick Cook

On Wed, Nov 12, 2014 at 10:07 AM, Rick Westbrock rwestbr...@24hourfit.com
wrote:

 **

 I built an asset tracking module for the Expense Management department
 because they were tracking cell phones and pagers (yes, it was that long
 ago) in spreadsheets. I built in all kinds of logic to remind them when a
 contract or warranty date was coming up etc. This was back when only the IT
 department used the fat client so I had to build it for the web but at that
 time you had to manually build separate web views for all the forms. In the
 end after all that effort they ended up not using it after all.



 I actually ended up making that extensible to cover everything from
 company cars to company credit cards and so forth to make it available to
 the other non-IT teams who needed to track lots of assets but again they
 ended up not using it. It sure was a good exercise though.





 -Rick



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
 *Sent:* Wednesday, November 12, 2014 9:28 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* OT: What was the first ARS app you built?



 **

 I thought I would start a side topic from the how fast could that be?
 thread.  We have seen more and more out of the box ITSM installs in
 recent years and custom development appears to be less prevalent.  Many of
 us started out building anything and everything under the sun.



 For me, I had just switch from working in an aerospace fabrication shop to
 my first IT job at a help desk.  About 6 months in I became very interested
 in what else Remedy could do.  As I learned more about what Remedy could do
 I really wished we would of had it at the job I had left.



 So with that my first app was one geared around running a fab shop.  The
 app tracked customers, jobs/parts, equipment and staff.  It could associate
 what machine a part is in and who is working on it.  Also it could show the
 status of a machine so planners didn't schedule a job in a machine that was
 down for maintenance.  Also you could not schedule machinists to a job if
 they were on vacation.



 It probably also had things like an email to the worker when a job/part
 was assigned to them.  I have been trying to find the definition in recent
 years.  I am sure I would get a kick out of how I built things back then.



 Jason

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Re: how fast could that be?

[Rick Cook]

If your question is how long would it take you to be able to build forms
and workflow objects, the answer is probably measured in hours or days.  If
your question is how long would it take to be able to build GOOD forms and
objects, that depends on getting some formal training and working with some
people with some experience you can learn from.  It takes probably 2-5
years of experience to be able to build a pretty decent application for
most folks.

The good thing is that you can quickly and easily build an application to
do anything you want, in any number of ways.  That is also the bad thing.
That's why experience is necessary.

Rick Cook

On Tue, Nov 11, 2014 at 6:27 AM, Zee Remshab 6mor...@gmail.com wrote:

 dear listers,

 say you have +15 years in the IT, many years as DBA/sys admin/web admin +
 several years on BMC Remedy but only ARSystem and haven't opened yet the
 ITSM objects in the Dev Studio.
 How long could that take to get the hand on the ITSM modules and be
 capable of writing basic workflow ? I don't need an precise figure, just
 some random comments/thought would be very much appreciated. But no jokes
 please.
 Very best regards
 zee remshab


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: how fast could that be?

[Rick Cook]

John is correct about jumping into ITSM code.  It contains concepts too
advanced for beginners, and even has some old timers scratching their heads
and diving into manuals at times.  I used to recommend that new Remedy
developers start out by writing a bug tracking application.  It's easy
(should be able to do it in a week), everyone knows basically how one is
supposed to look and work, it teaches basic concepts of how AR System code
works, and doesn't mess with any existing applications.  You might try
something similar.

Rick Cook

On Tue, Nov 11, 2014 at 7:04 AM, John Sundberg 
john.sundb...@kineticdata.com wrote:

 **
 I think if you are a smart person … you could write workflow within the
 first week (even day).

 However, I don’t think you should write workflow in the first week.

 I would assume you are not a “from scratch” system … but walking into a
 “real system”.

 If that is the case — I think it would be 6+ months before you should be
 touching the real system.

 These large systems are like big bowls of Jello… you touch it here - and
 it wiggles in 100 other places. (And - it is not easy to know where / what
 you are affecting.)

 (You have to be a significantly skilled person to understand what is
 changeable and what is not, and what is the convention for changes, naming,
 etc…  — and sadly - it is not until upgrade time that you find you have
 been tying a knot that is one mf*** to figure out)


 So - yes - you can pick up the hammer and start swinging soon. Problem is
 - you are in a fine art gallery and it will be a net negative.


 -John




 On Tue, Nov 11, 2014 at 8:27 AM, Zee Remshab 6mor...@gmail.com wrote:

 dear listers,

 say you have +15 years in the IT, many years as DBA/sys admin/web admin +
 several years on BMC Remedy but only ARSystem and haven't opened yet the
 ITSM objects in the Dev Studio.
 How long could that take to get the hand on the ITSM modules and be
 capable of writing basic workflow ? I don't need an precise figure, just
 some random comments/thought would be very much appreciated. But no jokes
 please.
 Very best regards
 zee remshab


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years




 --

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

 651-556-0930 I john.sundb...@kineticdata.com
 www.kineticdata.com I community.kineticdata.com


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

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Re: Demo Login Name has been Changed

[Rick Cook]

I'm with Ken.  First thing I do is set up Service Accounts that aren't
subject to people leaving, or passwords that expire, etc.  Use them for
system functions.  I keep Demo (with a pw) as kind of a back door in for
the Administrators.

Rick Cook

On Tue, Nov 4, 2014 at 6:17 AM, Ken Pritchard pri...@ptd.net wrote:

 **

 Not everyone gets overly concerned about ‘security’ when it comes to the
 Demo password in a Remedy environment.  I personally don’t think it should
 be a personal login – so even if you don’t want it to be Demo (which I’ve
 always found a bit hokey anyway) I would make it a system acct / login.



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Tuesday, November 4, 2014 9:15 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Demo Login Name has been Changed



 **

 Sandra,

 Personally, I think it's a security risk to leave a 'Demo' account in
 place, even if you set the password.  So, noI don't personally think
 you should put it back.



 On Tue, Nov 4, 2014 at 7:08 AM, Hennigan, Sandra, CTR, DSS 
 sandra.hennigan@dss.mil wrote:

 **

 All,



 I have inherited an 8.1.01 new install, just about ready for UAT.



 The previous administrator renamed the Demo user for startup with her
 personal login name. This was recently discovered during troubleshooting
 when some of the integrations stopped working. Specifically, “Demo” was the
 user entry in a couple of the Configuration files. To resolve the issues
 with integrations, a new user was created and the services pointed to the
 new user. I am concerned that there may still be configuration files
 identifying Demo as the qualified user.



 Question: Do we leave well enough alone and keep the Demo user for
 startup with her personal login name or use DMT and change the Demo user
 for startup name. Any other ideas? Any concerns or follow up steps?



 As always, assistance from the list is priceless!  Thanks.



 Sandra









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



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Re: ARS Remedy to MySQL

[Rick Cook]

If you are on AR System 8.x, you can use Atrium Integrator to build jobs to
move data to/from MySQL.

Rick Cook

On Tue, Nov 4, 2014 at 7:44 AM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 **

 Question … do you need the data with real-time updates?



 We have a couple of tables used for querying against that are refreshed
 once a day (using a Perl Script to pull the remote database and insert into
 a table in our Oracle).  We then have a View Form in ARS to use the data
 in our system.



 Fred





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Wesley Reyes
 *Sent:* Monday, November 03, 2014 8:24 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* ARS Remedy to MySQL



 **

 Hi would anyone have an idea how can I connect my Remedy ARS to mysql db?
 As of current we need a record from the mysql db but our ARS Remedy DB is
 in Oracle.



 Thanks :)




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Re: Request ID Numbering recovery

[Rick Cook]

Technically, yes, you can.  You can go into the DB and reset the NextID
variable for that form.  However, if it's a form that's being used for
entry (vs a config form), there's a good chance that numbers already exist
that exceed 7002.  If so, you'll get a Unique Index error when the next
incremented Entry ID see that a record already has that number.

I would ask what you would gain from such an exercise vs. the effort it
would take you to gain it.  Decide which is worth more to you.

Rick Cook

On Mon, Nov 3, 2014 at 7:59 AM, Sinclair, Keith ksincl...@shoppertrak.com
wrote:

 **

 Okay, have an unusual request.



 If there’s a missing block of Request ID numbers, can these be recovered?
 Example, a request  started at 6001. Then someone uploaded a CSV and then
 deleted the records – not me, but someone in another department did this.
 So the next legitimate request ID is 7002 or something like that.



 Can the numbers that were deleted, 6002 – 7001, be reused? When I first
 started out on Remedy, the answer was not really. Not sure if anything has
 changed in the years/versions since then.



 Specs:

 ARS 8.1

 Oracel12b DB



 *Keith Sinclair*

 *Remedy Development*

 *ShopperTrak  Chicago USA*

 O:  312.676.8289 |  M:  630.946.4744

 *ksincl...@shoppertrak.com ksincl...@shoppertrak.com* | @shoppertrak

 www.shoppertrak.com


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