Re: OT: ServiceNow
I think the Remedy folks on the list would say it’s the other way round. :-) To answer the question though - http://community.servicenow.com/ My experience is that it’s not as lively or responsive as the ARS List, but it’s as close as SNOW gets. Thanks, Ron Legters System Administrator Univar T +1 425 889 3952 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of stephen leith Sent: Friday, November 22, 2013 7:39 AM To: arslist@ARSLIST.ORG Subject: Re: OT: ServiceNow ** Yes I understood that. The amount of remedy guys I know that are trying to get into SN makes me think somebody here may know. Kind of like walking into a McDonald's and asking where the nearest French restaurant is :) Sent from my iPhone On 22 Nov 2013, at 15:27, LJ LongWing lj.longw...@gmail.commailto:lj.longw...@gmail.com wrote: ** I think what Shawn was saying was your request may have been something like walking into a Chevy dealership and asking the sales people where the closest Ford dealership is. Honestly though...not many people on this list are likely to have a bunch of information on SNOW...you may want to try searching the internet via Google to try to find somethingthey probably have a forum or something similar that you can find. On Fri, Nov 22, 2013 at 8:21 AM, stephen leith steve.le...@live.co.ukmailto:steve.le...@live.co.uk wrote: Errr thanks? Sent from my iPhone On 22 Nov 2013, at 15:11, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: Hello, Have you checked this out? http://www.youtube.com/watch?v=sTSA_sWGM44 Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of stephen Leith Sent: Friday, November 22, 2013 9:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ServiceNow Hi everyone. Does anybody know of a ServiceNow equivalent of the ARS list? Stephen Leith ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://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_ Notice: This is a private and confidential communication for the intended recipient only. If you are not the intended recipient, immediately notify the sender, and delete and destroy all copies of this communication. The unauthorized disclosure, dissemination, copying, or use of information contained herein may violate local, state, provincial, or national laws, rules, and regulations. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Weird SQL issue - column missing from T table
So, the field missing from the T table was, in fact, a display-only field and it was supposed to be. The problem I was having was getting a SQL error after saving a request, and the log said the problem was this field wasn't in the table. What was happening is that I had a menu attached to a character field, which used as one of its qualifications a value from a field on the CRQ that had the same ID as this 'missing' field. This field gets a value when the tab it's on gets focus. After submit, the menu couldn't find the value, since the field wasn't populated yet, and for some reason tried to query this other table for it. I solved this by creating a second menu that doesn't use this value, and attached it to the character field, and then attaching the first menu with a change fields action after the qualifier field gets populated. Thanks, Ron Legters ITIL Tools Process Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Tuesday, October 26, 2010 6:57 AM To: arslist@ARSLIST.ORG Subject: Re: Weird SQL issue - column missing from T table If it is reporting an error with the column missing in the DB then somewhere in the system it thinks it is a real database field. I had the same problem a while back (also because of copying a field). The only way to correct it was to manually add the column to the table (with an alter table add column statement). I could then delete the field thru the admin tool and recreate it again (without doing the copy) to be safe that it was correct everywhere (until the column was in the T table I could not even delete the field thru the admin tool). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Monday, October 25, 2010 4:34 PM To: arslist@ARSLIST.ORG Subject: Re: Weird SQL issue - column missing from T table ** Bingo! I would swear this worked on Friday, though. Well, back to the drawing board. Thanks, Ron Legters ITIL Tools Process Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Medsker Sent: Monday, October 25, 2010 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Weird SQL issue - column missing from T table ** Ron, Check in Admin to see whether this field is Display Only. If so, it will show up in all of the places you mention AND will not be a column in the T1148 table. Roger Medsker From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Monday, October 25, 2010 4:21 PM To: arslist@ARSLIST.ORG Subject: Weird SQL issue - column missing from T table ** I'm getting an error when I try to save a CRQ - ARERR [552] Failure during SQL operation to the database : Standard Change. Looking at the SQL log, the problem seems to be this: *** ERROR *** Invalid column name 'C100338' It's doing a 'select' from table T1148, which is CHG:TemplateSPGLookup. Field 100338 is 'z1D Support Group ID'. When I look in the Admin tool, the field is on the form. If I query the db, there is a field 100338 in the 'field' table for schema 1148. The column isn't in the table T1148, though. How do I get it back? I've re-saved the form in the Admin tool with the field in place, but it hasn't helped. If it's any help, I copied this field last Friday from CHG:TemplateSPGLookup to a tab on the Change form for some new workflow I'm building. I didn't do anything else to it, on the lookup form, though. MSSQL 2005 ARS 7.1 Windows ITSM 7.2 Thank you, Ron Legters ITIL Tools Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425 889 3952 Work ron.legt...@univar.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Weird SQL issue - column missing from T table
I'm getting an error when I try to save a CRQ - ARERR [552] Failure during SQL operation to the database : Standard Change. Looking at the SQL log, the problem seems to be this: *** ERROR *** Invalid column name 'C100338' It's doing a 'select' from table T1148, which is CHG:TemplateSPGLookup. Field 100338 is 'z1D Support Group ID'. When I look in the Admin tool, the field is on the form. If I query the db, there is a field 100338 in the 'field' table for schema 1148. The column isn't in the table T1148, though. How do I get it back? I've re-saved the form in the Admin tool with the field in place, but it hasn't helped. If it's any help, I copied this field last Friday from CHG:TemplateSPGLookup to a tab on the Change form for some new workflow I'm building. I didn't do anything else to it, on the lookup form, though. MSSQL 2005 ARS 7.1 Windows ITSM 7.2 Thank you, Ron Legters ITIL Tools Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425 889 3952 Work ron.legt...@univar.commailto:ron.legt...@univar.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Weird SQL issue - column missing from T table
Bingo! I would swear this worked on Friday, though. Well, back to the drawing board. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Medsker Sent: Monday, October 25, 2010 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Weird SQL issue - column missing from T table ** Ron, Check in Admin to see whether this field is Display Only. If so, it will show up in all of the places you mention AND will not be a column in the T1148 table. Roger Medsker From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Monday, October 25, 2010 4:21 PM To: arslist@ARSLIST.ORG Subject: Weird SQL issue - column missing from T table ** I'm getting an error when I try to save a CRQ - ARERR [552] Failure during SQL operation to the database : Standard Change. Looking at the SQL log, the problem seems to be this: *** ERROR *** Invalid column name 'C100338' It's doing a 'select' from table T1148, which is CHG:TemplateSPGLookup. Field 100338 is 'z1D Support Group ID'. When I look in the Admin tool, the field is on the form. If I query the db, there is a field 100338 in the 'field' table for schema 1148. The column isn't in the table T1148, though. How do I get it back? I've re-saved the form in the Admin tool with the field in place, but it hasn't helped. If it's any help, I copied this field last Friday from CHG:TemplateSPGLookup to a tab on the Change form for some new workflow I'm building. I didn't do anything else to it, on the lookup form, though. MSSQL 2005 ARS 7.1 Windows ITSM 7.2 Thank you, Ron Legters ITIL Tools Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425 889 3952 Work ron.legt...@univar.commailto:ron.legt...@univar.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Set Fields action oddness
Well, I was hoping someone had quick answer, and I wouldn't have to write a really long message, but I guess not, so here goes: Full Details: We have a process where users create a Change Request to request a Change Template be created. The CRQ ID of that change is then stored in the resulting template in the 'Originating CRQ' field. There's a 'View CRQ' button on the Template form which displays the 'Originating CRQ'. When a user uses that template to create a new Change Request, the 'Originating CRQ' number gets populated from the Template, and there's a button with the same fieldid as on the Template which fires the same workflow to view the CRQ. This works on the Template form, but not on the Infrastructure Change form. Workflow on the Infrastructure Change form: Field:Standard Change Name - has a menu of available Templates to select from. On Menu Choice we fire: Active Link: Standard Change Select Action 1 - Set Fields from CHG:Template where $Standard Change Name$ = 'Template Name' (among other fields) Originating CRQ - Originating CRQ (these have the same fieldID on both the Template and Infrastructure Change forms.) At this point I can see the 'Originating CRQ' displaying on the Change Form. On Button click for field 'View CRQ' we fire: Active Link: CHG:CRQ:STD-ViewOrig Action 1 - Message - Originating CRQ = $Originating CRQ$ (just added this for troubleshooting) Action 2 - Open Window; form CHG:Infrastructure Change; Window Type=Display; Display Type=Detail Only Qualification: $Originating CRQ$ = 'Infrastructure Change ID' When this fires, the Message action displays 'Originating CRQ = (ARNOTE 1)', and of course since the AL thinks Originating CRQ is null (or blank?) it doesn't find a matching CRQ, and it opens a Change Request window with no data. Thank you very much for your time. :-) Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Tuesday, October 19, 2010 5:18 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** Could you list the order of actions in your AL's and the number of AL's you are using to achieve what you are doing? Joe From: Ron Legtersmailto:ron.legt...@univarusa.com Sent: Tuesday, October 19, 2010 7:14 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** You're correct. The set fields happens by a menu choice on one AL. I can then see data populated in the fields it's setting. I have a button, and when I click it, it's supposed to open a CRQ whose ID was just set into the 'Originating CRQ' field, which I can see has happened. I added a message action to the button AL to see why the CRQ wasn't opening, and the message tells me that 'Originating CRQ' is empty. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brien Dieterle Sent: Tuesday, October 19, 2010 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** So you have two ALs-- one triggered by a menu choice and another via a button? The menu AL sets some fields. The button AL cannot see these field values? You are adding the message action within the Button AL right, and not the same AL that is doing the set fields? I ask because I don't think you can access the TR values of one action by another action within a single AL. Brien On 10/19/2010 3:10 PM, Joe Martin D'Souza wrote: ** Ron, You might have already checked this but just thought I'd remind you to if you haven't. Check the order of when the message is triggered and when the set field action happens.. The message might be happening before the set fields.. Joe From: Ron Legtersmailto:ron.legt...@univarusa.com Sent: Tuesday, October 19, 2010 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Set Fields action oddness ** I'm stumped here. I've got a set fields action firing from a menu choice. It sets several fields on the current form from another form. The fields display just fine, they look like they've been set, but when I try and fire workflow using the new values, they behave as if they're empty. Specifically, the 'set fields' puts a CRQ number in a field I've called 'Originating CRQ', and there's a button to then display that CRQ. To troubleshoot, I added a message action, and the message says there's no value in 'Originating CRQ' (It says 'Originating CRQ = ') What perfectly obvious thing am I missing here? ARS 7.0.1 ITSM 7.2 Windows Server 2003 SQL 2005 Thank you, Ron Legters ITIL Tools Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425 889 3952 Work ron.legt
Re: Set Fields action oddness
Apparently, I'm an idiot. The problem was that I was using shared workflow, but the fieldID that I thought matched, didn't. I changed the Open Window AL to use CHG:Infrastructure Change as its primary form, and the field '$Originating CRQ$' changed to $z3Btn_SelectTemplate$. Obviously, since that's a button field, it doesn't have any data. It's working now. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Wednesday, October 20, 2010 8:45 AM To: arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** Well, I was hoping someone had quick answer, and I wouldn't have to write a really long message, but I guess not, so here goes: Full Details: We have a process where users create a Change Request to request a Change Template be created. The CRQ ID of that change is then stored in the resulting template in the 'Originating CRQ' field. There's a 'View CRQ' button on the Template form which displays the 'Originating CRQ'. When a user uses that template to create a new Change Request, the 'Originating CRQ' number gets populated from the Template, and there's a button with the same fieldid as on the Template which fires the same workflow to view the CRQ. This works on the Template form, but not on the Infrastructure Change form. Workflow on the Infrastructure Change form: Field:Standard Change Name - has a menu of available Templates to select from. On Menu Choice we fire: Active Link: Standard Change Select Action 1 - Set Fields from CHG:Template where $Standard Change Name$ = 'Template Name' (among other fields) Originating CRQ - Originating CRQ (these have the same fieldID on both the Template and Infrastructure Change forms.) At this point I can see the 'Originating CRQ' displaying on the Change Form. On Button click for field 'View CRQ' we fire: Active Link: CHG:CRQ:STD-ViewOrig Action 1 - Message - Originating CRQ = $Originating CRQ$ (just added this for troubleshooting) Action 2 - Open Window; form CHG:Infrastructure Change; Window Type=Display; Display Type=Detail Only Qualification: $Originating CRQ$ = 'Infrastructure Change ID' When this fires, the Message action displays 'Originating CRQ = (ARNOTE 1)', and of course since the AL thinks Originating CRQ is null (or blank?) it doesn't find a matching CRQ, and it opens a Change Request window with no data. Thank you very much for your time. :-) Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe Martin D'Souza Sent: Tuesday, October 19, 2010 5:18 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** Could you list the order of actions in your AL's and the number of AL's you are using to achieve what you are doing? Joe From: Ron Legtersmailto:ron.legt...@univarusa.com Sent: Tuesday, October 19, 2010 7:14 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** You're correct. The set fields happens by a menu choice on one AL. I can then see data populated in the fields it's setting. I have a button, and when I click it, it's supposed to open a CRQ whose ID was just set into the 'Originating CRQ' field, which I can see has happened. I added a message action to the button AL to see why the CRQ wasn't opening, and the message tells me that 'Originating CRQ' is empty. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brien Dieterle Sent: Tuesday, October 19, 2010 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** So you have two ALs-- one triggered by a menu choice and another via a button? The menu AL sets some fields. The button AL cannot see these field values? You are adding the message action within the Button AL right, and not the same AL that is doing the set fields? I ask because I don't think you can access the TR values of one action by another action within a single AL. Brien On 10/19/2010 3:10 PM, Joe Martin D'Souza wrote: ** Ron, You might have already checked this but just thought I'd remind you to if you haven't. Check the order of when the message is triggered and when the set field action happens.. The message might be happening before the set fields.. Joe From: Ron Legtersmailto:ron.legt...@univarusa.com Sent: Tuesday, October 19, 2010 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Set Fields action oddness ** I'm stumped here. I've got a set fields action firing from a menu choice. It sets several fields on the current form from another form. The fields display just fine, they look like they've been set, but when I
Set Fields action oddness
I'm stumped here. I've got a set fields action firing from a menu choice. It sets several fields on the current form from another form. The fields display just fine, they look like they've been set, but when I try and fire workflow using the new values, they behave as if they're empty. Specifically, the 'set fields' puts a CRQ number in a field I've called 'Originating CRQ', and there's a button to then display that CRQ. To troubleshoot, I added a message action, and the message says there's no value in 'Originating CRQ' (It says 'Originating CRQ = ') What perfectly obvious thing am I missing here? ARS 7.0.1 ITSM 7.2 Windows Server 2003 SQL 2005 Thank you, Ron Legters ITIL Tools Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425 889 3952 Work ron.legt...@univar.commailto:ron.legt...@univar.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Set Fields action oddness
You're correct. The set fields happens by a menu choice on one AL. I can then see data populated in the fields it's setting. I have a button, and when I click it, it's supposed to open a CRQ whose ID was just set into the 'Originating CRQ' field, which I can see has happened. I added a message action to the button AL to see why the CRQ wasn't opening, and the message tells me that 'Originating CRQ' is empty. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brien Dieterle Sent: Tuesday, October 19, 2010 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Set Fields action oddness ** So you have two ALs-- one triggered by a menu choice and another via a button? The menu AL sets some fields. The button AL cannot see these field values? You are adding the message action within the Button AL right, and not the same AL that is doing the set fields? I ask because I don't think you can access the TR values of one action by another action within a single AL. Brien On 10/19/2010 3:10 PM, Joe Martin D'Souza wrote: ** Ron, You might have already checked this but just thought I'd remind you to if you haven't. Check the order of when the message is triggered and when the set field action happens.. The message might be happening before the set fields.. Joe From: Ron Legtersmailto:ron.legt...@univarusa.com Sent: Tuesday, October 19, 2010 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Set Fields action oddness ** I'm stumped here. I've got a set fields action firing from a menu choice. It sets several fields on the current form from another form. The fields display just fine, they look like they've been set, but when I try and fire workflow using the new values, they behave as if they're empty. Specifically, the 'set fields' puts a CRQ number in a field I've called 'Originating CRQ', and there's a button to then display that CRQ. To troubleshoot, I added a message action, and the message says there's no value in 'Originating CRQ' (It says 'Originating CRQ = ') What perfectly obvious thing am I missing here? ARS 7.0.1 ITSM 7.2 Windows Server 2003 SQL 2005 Thank you, Ron Legters ITIL Tools Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425 889 3952 Work ron.legt...@univar.commailto:ron.legt...@univar.com _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Remedy_Login_ID
I remember running into this when I was upgrading to ITSM 7 (and from the field list you provide I'm assuming you're using ITSM7). As I recall the userid doing the updating of people records needs to belong to the permission group that allows modifying the 'Remedy_Login_ID'. I just don't recall which one that is. I'm pretty sure it's either 'Contact Organization Admin', 'Contact People Admin', or 'Contact Support Admin'. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Incident Management Remedy_Login_ID ** Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Risk Calculation in ITSM Change Management 7.0
We're making some changes to our Change Management process, and part of that is requiring the use of the Risk Calculator for Change Requests. The problem is, the team has decided that the calculations should result in 'Minor, Medium, or Major' risk rather than the OOTB 1,2,3,4, or 5. So far, we've configured 10 questions, and I've set the three responses for each to give a result of 1, 3 or 5. I've changed the 'Risk Level' selection field so that 1 is now labeled Minor (0 in the db), 3 (2 in the db) is Medium and 5 (4 in the db) is Major. This leaves the problem of what to do when the calculated result would result in a level of 2 or 4. I found the 'Change Risk Ranges' form, and it looks like I should be able to use this form to specify that when the calculated result is, say, 2.25 round up to 3 rather than 2, or for 3.75 round up to 5 rather than 4. It doesn't seem to be working this way. Am I going about this the wrong way? It occurred to me that it might be easier to just change the labels for 2 and 4 Minor and Medium (or something) and just let it go. Ron Legters ITIL Tools and Process Administrator UNIVAR Business Information Services 17425 NE Union Hill Road Redmond, WA 98052 USA +1 425-889-3952 Work ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Management Remedy_Login_ID
So what I did is create a People record with the login ID of 'AR_ESCALATOR' and gave it the three Contact permissions. There may be a better way, but this worked for me. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** The userid is AR_ESCALATOR.. I have an escalation that trigger filters to do the updates and adds Our server version is 7.5. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ron Legters Sent: Friday, September 24, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Management Remedy_Login_ID ** I remember running into this when I was upgrading to ITSM 7 (and from the field list you provide I'm assuming you're using ITSM7). As I recall the userid doing the updating of people records needs to belong to the permission group that allows modifying the 'Remedy_Login_ID'. I just don't recall which one that is. I'm pretty sure it's either 'Contact Organization Admin', 'Contact People Admin', or 'Contact Support Admin'. Thanks, Ron Legters ITIL Tools Process Admin From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jorge Polo Sent: Friday, September 24, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Incident Management Remedy_Login_ID ** Hello, We are in the process of automating the maintenance of our People records for Remedy. Here's our issue - When we try to create a record for a new person, the Workflow will not create the Remedy_Login_ID at the same time we do our initial Push. We use the CorporateID field for all records, and is a part of the Qualification'Corporate ID' = $OPSYS..SearchID$. On the Record does not match condition, we set the following fields and then do the push. If we include the Remedy_Login_ID, the push fails with no explanation. 1)Unrestricted Access 2)Default Country 3)Site ID 4)Phone Number Bussiness 5)Corporate ID 6)Corporate E-Mail 7)Internet E-Mail 8)Desk Location 9)Local Bussiness 10) Area Business 11) CC Business 12) Client Sensitivity 13) Support Staff 14) Job Title 15) Client Type 16) First name 17) Last name 18) Organization 19) Company 20) Site 21) Department 22) Full Text License type 23) Short description 24) Profile Status 25) Submitter Similarly, during Updates of existing records, we cannot update People Records that do not contain the Remedy_Login_ID Any ideas? Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Email Template Create - Order of events
...and it does it in two passes. That is, if your email engine fires every 5 minutes, it will pull the message into the messages form in the first pass, then 5 minutes later it will create the ticket. (at least, this is what happens on my system) Thanks, Ron Legters ITIL Tools Process Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, June 23, 2010 11:45 AM To: arslist@ARSLIST.ORG Subject: Re: Email Template Create - Order of events From my experience, it goes to the email form, then creates the item. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chuck Sent: Wednesday, June 23, 2010 1:41 PM To: arslist@ARSLIST.ORG Subject: Email Template Create - Order of events When using an email template to create a record, does the email engine create the record first then put the template into the AR System Email Messages form? Anyone know the order if it doesn't do it this way. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Escalation Oddity (or email oddity?)
Lisa - This isn't really a solution, just something to think about in your troubleshooting: The only difference I can see between when it works and when it doesn't is the user, 'Lisa' vs. 'AR_ESCALATOR'. I know that to get some of my custom workflow in ITSM7 to work I had to give AR_ESCALATOR a floating license and some application permissions. This didn't have anything to do with notifications, but it may be an avenue to explore for your problem. Thanks, Ron Legters Remedy Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Tuesday, March 30, 2010 7:59 AM To: arslist@ARSLIST.ORG Subject: Re: Escalation Oddity (or email oddity?) ** Thanks everyone. Yes, the emails are correct. I can hit the send button on the AR System Email Messages form and it sends the email just fine, if it was a problem with the Email Address this wouldn't work would it? It just does not send at the time when the escalation kicks off the change in status and the filter does the notify. (so weird) We are getting really weird errors on our stdout.log file (NOT the stderr.log file) that may have something to do with this. The error Notification is Deleted after Database Timeout keeps appearing over and over again. (even though there are maybe 1 or 2 notification emails that should go out everyday) It fills up the log file quite quickly. (like 500MB in a few days) We have to restart the email engine to create a clean file almost every week because it just gets too big. In about a week we are upgrading our email engine to 7.1 p8 (I forget to tell everyone where we are right now, sorry! ARS 7.1 p7, Email Engine 7.1 p7, Windows 2003). We are also putting our email on it's own thread (or queue, I always get those mixed up). I'm hoping that these changes may fix this problem. It's just so weird! Lisa From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Tuesday, March 30, 2010 9:02 AM To: arslist@ARSLIST.ORG Subject: Re: Escalation Oddity (or email oddity?) Hi Lisa, Are you sure the target address is correct? Maybe it has extraneous quotes around it? If it makes it to that form(AR System Email Messages) the work flow is working so it must be the address or maybe the email service (or daemon) is off-line. You need to check if you enter an email directly Into the form does it send to you. (no quotes or brackets around the address for this test). Respectfully, William Abdo Verio - Boca Raton Remedy Administration Group 561-912-2434 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Monday, March 29, 2010 1:47 PM To: arslist@ARSLIST.ORG Subject: Escalation Oddity (or email oddity?) ** I have a very simple escalation that changes a status. I then have a Filter that when the status is changed (to Expired) a notification goes out (via an email). The AR System Email Messages form shows that it was Sent but no email is ever sent. When I manually flip the status to Expired, the filter sends the notification and the AR System Email Messages form show Sent, but an email is really sent. Isn't this odd??? Especially if the AR System Email Messages form is saying that it was sent, but no email gets sent Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
How-to questions - Request or Restoration?
Our shop is using Incident Management 7, and we're currently encouraging our IS staff to make better choices in the 'Service Type' field (specifically 'User Service Restoration' vs. 'User Service Request') so we can get more reliable numbers for Mean Time to Repair. We get a fair number of user who contact IS because they don't know how to do something, and we can't decide if we should class these as 'Requests' or 'Restorations'. On the one hand, the service is operating normally, there's nothing we need to fix on our end, so it sounds like a 'Request'. On the other hand, the 'Service Restoration' definition just specifies, in essence, that the service is unavailable, so if we make it available again either by repairing something or showing the user how to use it, it's still a Restoration. I'd be interested to hear how other folks are addressing this, as it seems unlikely we're the only shop that gets calls from users asking for help when nothing's broken. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: NWRUG Meeting April 27th
Rick - Count me in. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Thursday, April 09, 2009 7:53 AM To: arslist@ARSLIST.ORG Subject: Re: NWRUG Meeting April 27th ** I forgot to mention that RSVPs should go to me at remedyr...@gmail.commailto:remedyr...@gmail.com. They will be very appreciated so that we know how much lunch to provide. Rick On Wed, Apr 8, 2009 at 5:08 PM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: Attention NWRUG members: we will be holding our initial NWRUG meeting of 2009 on Monday, April 27 from noon to about 4:00 pm. Amazon.com in downtown Seattle has graciously volunteered to host this event. Lunch and soft drinks will be served, and there will be door prizes for those attending. I.T. Prophets, a BMC partner, will be sponsoring the meeting. We hope to see you all there! Our agenda: 12:00: Lunch and catching up. 1:00 Lee Cullom, IT Prophets, will show the new AR System 7.5 Developer Studio and ITSM 7.5. 2:30 Amazon.com will show something cool they're working on. 3:30 Hot topics and QA Shoot any questions to me. Rick Cook __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Recall: NWRUG Meeting April 27th
Ron Legters would like to recall the message, NWRUG Meeting April 27th. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Bug Tracking and ITSM suite
My user base has been using Incident Management as a de facto bug tracking tool for some time now. They just set an Incident to 'Pending' and when they get around to fixing the bug, they resolve the Incident. This results in Incidents being in 'Pending' for literally years sometimes. Now our senior management would like us to start paying more attention to our Mean Time to Repair statistic, and having Incidents open for a really long time makes that stat less reliable. I also just got a request from someone to add a 'Status Reason' of 'Bug Fix' to the Pending Status, and I said 'I don't think we want to do that'. I don't know where in the ITSM Suite to point her, though for a better bug tracking tool. Could we use 'Known Errors' in Problem Management as a sort of Bug Tracker? What are other shops doing? We're currently on ITSM 7. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Canned reports for ITSM 7
So, after 10 years of using this product, management here is finally encouraging Managers to get more detailed stats from AR System. I've just been using Excel spreadsheets with the ODBC connector to get stats, but this seems a little challenging for someone who's just a casual user, so I've been digging into the canned reports that come with ITSM 7 to see which I should recommend for which purposes. Is it just me, or are these a little lame? For example, the few that even have numbers in them, don't have totals, so people would have to count the entries to come up with a total. I could go on, but let me just ask: Are many of you using these reports; have you modified the canned ones to make them more useful, or have you just created your own? Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7 Work Info
Shawn - The Work Info is searchable, just not directly from Incident form. In the left nav bar, under 'Advanced Functions', there's a link - 'Advanced Search'. One of the options here is 'Search Incidents by Work Info'. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, January 23, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Work Info ** Good morning, I'm curious if anyone else out there has a good explanation for why BMC went from using a Diary field to a separate table for the work log on the ITSM applications. Management here has told the users to fill it out more, and now that they've been doing it, they are upset that the Work Info area is unsearchable. Has anyone found a good way to do this, other than creating a join form for them to perform searches on, or is there some other way? I see why BMC did this from the coolness factor of being able to specify the Work Info Type, Source, etc. but if it's not searchable, it's pretty useless. Thanks, Shawn Pierson Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM Incident Management
Except I'm not sure Ben has answered your question. He's given you the 'Status' values for Help Desk, and you asked for 'Status Reasons' when the 'Status' is Resolved. The answer is there aren't any. In version 6, the only status that had 'reasons' was 'Pending', and the field that holds those reasons is just called 'Pending' Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: Wednesday, November 26, 2008 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Incident Management ** Thanks a lot. Yeah I didn't know what the previous version was called. Thanks for your info! Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Office: 631.858.7765 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Wednesday, November 26, 2008 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Incident Management ** Sorry. This is for TASKS. Here's the HPP statuses: 6 7 Enum 10 6 Status(Status*) Enum: -- New, Assigned, Work In Progress, Pending, Resolved, Closed Ditto for the actual values Cheers Ben From: Ben Chernys [mailto:[EMAIL PROTECTED] Sent: November 26, 2008 5:34 PM To: 'arslist@ARSLIST.ORG' Subject: RE: ITSM Incident Management I presume you mean HPD:HelpDesk since there was no incident management in 6 # 7 7 EnumR0 6 Status(Status*) # Enum: -- Staged - 1000, Assigned - 2000, Pending - 3000, Work In Progress - 4000, Waiting - 5000, Closed - 6000, Bypassed - 7000 # 6 7 EnumR0 6 Status(Status*) # Enum: -- New, Scheduled, WorkInProgress, Pending, Closed New is 0 the rest go up by 1 in 6 Cheers Ben Chernys www.softwaretoolhouse.comhttp://www.softwaretoolhouse.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf Sent: November 26, 2008 5:14 PM To: arslist@ARSLIST.ORG Subject: ITSM Incident Management ** Hi everyone, Can someone tell me the default OOB values for the Status Reason menu drop down when Status = Resolved for ITSM Incident Management VERSION 6?? Tauf Chowdhury | Forest Laboratories, Inc. Sr. Analyst Informatics Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SW00247290 - Death of the Plugin Server
I was having a similar problem with the Plug-in server. On a service restart, it would start, then die, then restart. Not quite what you're experiencing, but I thought my experience might shed some light. BMC Support said there were some know issues with ARPlugin that were fixed in AR server 7.1 patch 5. I installed this and it didn't fix my problem, which surprised them. They ended up sending me a sort of 'beta' version of armonitor.exe that waits until arserver is completely up before starting arplugin. That's not your symptom, but thought you might want to consider patch 5 to see if that helps. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Thursday, November 20, 2008 9:59 AM To: arslist@ARSLIST.ORG Subject: Re: SW00247290 - Death of the Plugin Server ** here is the part that's perplexing me all, I can see in the armonitor.log that plugin.exe was started with success. I can see plugin.exe running in the task mgr, looks fine. But the server admin console keeps getting ARDBCAPPQUERY doesn't exist and the overview console keeps getting dbase timeout errors. I attached a copy of our dev ar.cfg file if anyone wants to take a peek. We reinstalled server.exe for 7.1 Patch 002 in hopes this would set arplugin.exe back to original config. After that didn't work, We have replaced .dlls for ardbcquery.dll in all the paths for asset/change/incident/cmdb with the .dlls from ITSM 7 Patch 8, We have ITSM 7 Patch 3 and support suggested those replacements, and it didn't work either. Joe mentioned the below on an old thread I found I added this line and got the plugins to work. Plugin-Filter-API-Threads: 2 6 Where 2 represents minimum threads and 6 max.. You can set your min and max to whatever you might want to set it to till you get it working.. Going to try this now in ar.cfg and see if that helps. Any ideas anyone? I am stumped.. Thanks, Jase On Thu, Nov 20, 2008 at 11:22 AM, Jase Brandon [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Joe, That would be great! Can you please send me the settings you used to fix this issue? Thanks In Advance, Jase On Thu, Nov 20, 2008 at 10:39 AM, Joe DeSouza [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** It could also mean you are running out of Filter-API threads.. I forget what the option to configure that is in the ar.cfg file, but I could get you that information in about an hour from the settings I have on my server that fixed a similar error for me. Cheers Joe From: Axton [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thursday, November 20, 2008 10:16:40 AM Subject: Re: SW00247290 - Death of the Plugin Server This means the plugin server crashed. I either generate a core file or attach a debugger to the plugin server to see what the stack trace is when it crashed, then report the results to bmc. Not sure how/if you w/could do this on windows. The plugin server logs may be revealing as to when the error occurred. Axton On Thu, Nov 20, 2008 at 9:24 AM, patrick zandi [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** same same.. On Thu, Nov 20, 2008 at 9:09 AM, Jase Brandon [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** ARERR [8939] The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. : RPC: Timed out On Wed, Nov 19, 2008 at 11:26 PM, Joe DeSouza [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Jase, Patrick, What is the error that you get on your user client? Joe From: patrick zandi [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wednesday, November 19, 2008 10:49:20 PM Subject: Re: SW00247290 - Death of the Plugin Server ** I have seen this issue: Login to ars, go to look at licenses, and chck floating and fixed and the next thing youknow crash... AS 7.1 + P2 p3 I do not have the fix yet... but just a note.. On Wed, Nov 19, 2008 at 5:35 PM, Jase Brandon [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hello All, ARS 7.1 Patch 002 SQLServer 2003 Our Plugin server crashed on our production box last night and I have been having similar woes on our dev box for a week without a total crash. We discovered Defect SW00247290-The REMEDY.ARDBC.APPQUERY plug-in (ardbcQuery.dll) intermittently crashes when arplugin.exe is configured for multi-threaded ARDBC queue. We have taken the neccessary steps to resolve this issue without success. Reinstalled server.exe 7.1 Patch 002 in hopes plugin.exe would get corrected, no success. Replaced ardbcquery.dll all over the place and , restarted, no success. Changed ar.cfg to ensure it was pointing to the correct .dlls, etc., partial success here, server admin console
Optional Categorization for Incident Management 7
We've been live on ITSM 7 for about a month, and I'm realizing we have an Issue. Since the Categorizations on the Classification tab are optional, the vast majority of folks creating new incidents are opting out of making choices here. Probably two-thirds of the Incidents logged last week have no categorization. This makes for very bad reporting. I had assumed the OTB workflow would cause these to be required at some point, but I'm discovering that's not the case. So, I'm curious - how have other folks dealt with this issue? Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Temporary License generator problem?
I'm probably too late to this conversation, since you've probably gotten your keys by now, but as an FYI for future reference: If you're not getting the emails for trial licenses, you can click on the 'View Current Trial Licenses' tab on the Trial License Request page to get the keys. They show up on that tab a few minutes after you request them. (normally, anyway.) On Sunday, when the support was still really having problems, I was able to get my key that way, and I just got the email with the key on Monday night. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of SCOTT PHILBEN Sent: Tuesday, September 16, 2008 9:14 AM To: arslist@ARSLIST.ORG Subject: Temporary License generator problem? I am trying to generate a temporary license on the BMC support website and haven't been able to get an email back with the key. Anyone else having problems or is it just me? -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Ticket creation in 7.1 via email
The creation form is called HPD:IncidentInterface_Create. Sadly, the fieldids don't exactly match the fieldids in HPD:Help Desk' so it takes a bit of research to figure out what to push where. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Thursday, August 14, 2008 2:37 PM To: arslist@ARSLIST.ORG Subject: Re: Ticket creation in 7.1 via email ** Hi Rune, Can you be more elaborate. I searched the integration document and there was no mention about any such form. Can you give me what form it is in the administrator. Can you please give me the exact names so that I can look up. Thanks Sivarama On Thu, Aug 14, 2008 at 2:18 PM, Rune Sorlid [EMAIL PROTECTED] wrote: ** Hi. You do not create Incidents directly in the HPD:HelpDesk form. ITSM 7.0 has creation forms for all processes(Incident, Problem, Change...). Look in the ITSM 7.0 Integration documet and look at the Incident_Create form... /Rune Sorlid 2008/8/14 sivarama velicheti [EMAIL PROTECTED] ** Hi Group, I have a question for you guys. I am doing the AR Server 7.1 email integration for my company. One of the standard requirements is to create an incident when an email is submitted to a particular account. Now I have written filters to push the values of the email submitter on to the required fields in HPD: helpdesk form (which is the incident creation form for 7.1). Now I have a problem. The filter fails and I am pretty sure why. But I don't know how to go about doing it. In the incident form in 7.1 simply typing in the user details, fails to generate an incident number. When I enter the name and hit enter (in the incident creation form) an underlying workflow is triggered which also assigns the incident number. In my filter, I am pushing in the values and I am getting the same error which says incident number is not assigned. Which makes sense because the activelink to assign the incident nummber is not firing. Has any one attempted a similar job. Can please guide me as to what should be done next. Thanks Sivarama Velicheti __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Empty Modify Window?
I've got one I haven't seen before: User clicks the 'View' button on the Support Console after select a HD case from the 'Assigned Requests' table. (This is in Help Desk 6.0) The HD ticket opens in an empty modify window: just a big green rectangle; no fields, no background image, nothing. When I log into my machine as this user, I see the ticket just fine. I've had him re-install the User tool, but this hasn't helped. We're on Windows with SQL, AR System 7.0.1, Help Desk 6. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Migrating HD 6 cases to Incident 7?
Can anyone point me to some doc re migrating existing HD6 cases to incident 7? I've searched BMC support to no avail, and I've searched the ARSList and found a reference to a webcast from BMC that doesn't appear to be there any longer. I'm only moving over a couple of hundred active cases so it doesn't need to be fully automated. I'm getting data to move over just fine, but there's data in the background that needs to be populated or the cases can't be maintained. (specifically Owner Group ID, so far). It looks like I'm going to have to build some filters to populate this, since the group ID's aren't the same in 6 vs. 7. I'm hoping someone has already worked through this, so I don't have to start from scratch. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Migrating HD 6 cases to Incident 7?
Ah, yes - of course. I'll try that now. Thank you, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, March 28, 2008 2:37 PM To: arslist@ARSLIST.ORG Subject: Re: Migrating HD 6 cases to Incident 7? ** The biggest thing, Ron, is not to try to push directly into HPD:HelpDesk. Push into the Interface_create form, which already has filters in place to grab some of the arcane data elements needed from other forms. It'll save you a ton of work. Rick On Fri, Mar 28, 2008 at 2:22 PM, Ron Legters [EMAIL PROTECTED] wrote: Can anyone point me to some doc re migrating existing HD6 cases to incident 7? I've searched BMC support to no avail, and I've searched the ARSList and found a reference to a webcast from BMC that doesn't appear to be there any longer. I'm only moving over a couple of hundred active cases so it doesn't need to be fully automated. I'm getting data to move over just fine, but there's data in the background that needs to be populated or the cases can't be maintained. (specifically Owner Group ID, so far). It looks like I'm going to have to build some filters to populate this, since the group ID's aren't the same in 6 vs. 7. I'm hoping someone has already worked through this, so I don't have to start from scratch. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Guest Access for Email submission in ARS 7.1
I've just upgraded my dev server to 7.1, and the email submissions have stopped working. My production box is 7.0.1, and it's working there. We have users fill out a form on our Domino-based intranet site, and Domino generates an email message to ARS. The login is a generic login that doesn't have a People or User record. According to the doc, this shouldn't work, but it does on my prod 7.0.1 box. In dev, when ARS processes the incoming message, I get error 8932 'You do not have write license' and 332 'You do not have write access (at create time) to field 1'. This makes sense according to the doc. When I create a person and user record for the generic login, though, I still get error 332. I've given Mr. Generic a read license, then a floating license, then added him to the group 'APP-Support', and I still get error 332. As I write this, I realize that in all of these attempts, Mr. Generic has not had a password. Could this be the problem? Is 7.1 pickier about passwords than 7.0.1? Both systems are running HelpDesk 6.0 if that matters. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Site question for ITSM 7
I've come across a stumbling block in configuring ITSM 7, and I'm wondering if anyone else has dealt with something similar: Many of my company's locations across the country have two completely different organizations in the same building. For example, our San Jose location is currently set up in HD6 as both 'Western Region - WE1 District - San Jose' and 'PPS Western - Pacific District - San Jose'. This is how the location info for people who work for these organizations comes over from the HR System. In ITSM 7, though, I can't have two sites with the same name, even if they're in different regions and site groups. I've got some thoughts about how to proceed, but I'd love to hear from someone else who may have dealt with this or something similar. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Site question for ITSM 7
That's a good idea, and I can see that working if had two sites with the same name. My issue is kind of the reverse - it's only one site, it just has two different org structures feeding into it. I'd rather not create two site records for one building, but that may be the best solution. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sam Ferguson Sent: Wednesday, January 16, 2008 4:02 PM To: arslist@ARSLIST.ORG Subject: Re: Site question for ITSM 7 Ron, the one time this became an issue for an implementation I was working on, we decided the quickest resolution was to prefix the site with a unique code to reflect the company or region. This was seen where multiple companies have a site called Head Office. Sam ___ Sam Ferguson . Senior Consultant . Planwell Technology Level 1, Korea House, 29 Tory Street, Wellington, New Zealand ph: +64 4 385 2885. fax: +64 4 385 2911. mob: +64 21 388 704 http://www.planwell.net [EMAIL PROTECTED] This is an email from Planwell Technology. It is confidential to the ordinary user of the e-mail address to which it was addressed and may contain copyright and/or legally privileged information. No one else may read, print, store, copy or forward any or all of this message or its attachments. If you receive this e-mail in error, please return it to the sender. Thank you. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: Thursday, 17 January 2008 12:42 p.m. To: ARSList Subject: Site question for ITSM 7 I've come across a stumbling block in configuring ITSM 7, and I'm wondering if anyone else has dealt with something similar: Many of my company's locations across the country have two completely different organizations in the same building. For example, our San Jose location is currently set up in HD6 as both 'Western Region - WE1 District - San Jose' and 'PPS Western - Pacific District - San Jose'. This is how the location info for people who work for these organizations comes over from the HR System. In ITSM 7, though, I can't have two sites with the same name, even if they're in different regions and site groups. I've got some thoughts about how to proceed, but I'd love to hear from someone else who may have dealt with this or something similar. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: IncidentInterface_Create Question
I did include the keyword CREATE, like so: z1D_Action !100076!: CREATE Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Thursday, January 03, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create Question ** Great! At least my confusion helped one person out today! Did you have to add the keyword CREATE to the .arm file as a value, or just the field itself? On 1/3/08, Ron Legters [EMAIL PROTECTED] wrote: The field 'z1D_Action' is referenced in the filter HPD:HII:CreateIncident_010_SetINCNumber`! so I added it to my template. After reading Roger's reply to your message, I'm not entirely certain I needed to, but it didn't work before I did, and it does now, so... Thanks, Ron Legters Tools Admin Univar USA Inc From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Jase Brandon Sent: Thursday, January 03, 2008 11:34 AM To: arslist@ARSLIST.ORG Subject: HPD:IncidentInterface_Create Question ** Hello All, ARS 7.0.01 Patch 2 Has anyone used the HPD:Interface_Create Form/emailtemplate to create an incident from an email yet? My specific question is, Do you have toadd the 'Z1D_Action' with a keyword value of CREATE into the .arm file? The documentation says you have to use that field with the keyword CREATE, and states that Keyword triggers workflow that iniates the submit action. I looked through all form related filters and didn't see anything referencing that. I haven't tested my shiny new .arm file yet, our development server is currently unavailable. Just thought someone may have already tackled this. Thanks in Advance, Jase __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: IncidentInterface_Create Question
The field 'z1D_Action' is referenced in the filter HPD:HII:CreateIncident_010_SetINCNumber`! so I added it to my template. After reading Roger's reply to your message, I'm not entirely certain I needed to, but it didn't work before I did, and it does now, so... Thanks, Ron Legters Tools Admin Univar USA Inc From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Thursday, January 03, 2008 11:34 AM To: arslist@ARSLIST.ORG Subject: HPD:IncidentInterface_Create Question ** Hello All, ARS 7.0.01 Patch 2 Has anyone used the HPD:Interface_Create Form/email template to create an incident from an email yet? My specific question is, Do you have to add the 'Z1D_Action' with a keyword value of CREATE into the .arm file? The documentation says you have to use that field with the keyword CREATE, and states that Keyword triggers workflow that iniates the submit action. I looked through all form related filters and didn't see anything referencing that. I haven't tested my shiny new .arm file yet, our development server is currently unavailable. Just thought someone may have already tackled this. Thanks in Advance, Jase __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HELP - EMAIL Hosed
Like several other posters so far, I would check the credentials on the Email Service log-in. I've had several occasions over the years where even though the password hadn't expired or changed, just re-entering it for the log-on as in the Service properties and re-starting the service got the email flowing again. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Wednesday, August 29, 2007 3:13 PM To: arslist@ARSLIST.ORG Subject: HELP - EMAIL Hosed ** Hello All, Help Desk 6.0 ArServer 7.01.01 Patch 003 Hello All, My email is hosed, have 4K emails backed up. I have restarted the email engine several times to no avail. Also tried starting email from the cmd line, that used to work, but now... nothing... if I restart the ARServer service will I lose all the queued up existing emails? I seem to remember that's the case. Going through email error message logs now. Any suggestions appreciated. Thanks, Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Subadministration / Deleting records
Just a thought, but if you're using ITSM a lot of views of a lot of the forms have many of the basic functions, like 'delete' and 'save', disabled. Have you explored this? Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: Monday, August 13, 2007 3:01 PM To: arslist@ARSLIST.ORG Subject: Re: Subadministration / Deleting records ** Yep, logged out, logged back in - still no Delete functionality. Refreshed user and group caches using arsignal, still no Delete functionality. For my own verification, I'm expecting the Delete action to be available from the toolbar - or being able to use Ctrl-D to delete. Neither of these work. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, August 13, 2007 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Subadministration / Deleting records ** Michael, Asking the obvious here but have the relogged in after you gave them sub admin rights? If so, try refreshing the user and group cache using the arsignal command from the AR System bin directory and then ask those sub admins to relogin. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Durrant, Michael M. - ITSD Sent: Monday, August 13, 2007 3:47 PM To: arslist@ARSLIST.ORG Subject: Subadministration / Deleting records ** The ARS 7 documentation says that subadministrators can delete records. I have given the appropriate groups Subadministrator permissions to the form and I still can't get the Delete function to work. Any ideas? thanks, Michael __20060125___This posting was submitted with HTML in it___ The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: AR System 7.1.00 delayed until end of August / early September
Russ - Not sure what your link looked like before you forwarded this to the list, but it appears to have gotten wrapped and broken. The last chunk should be 'externalID=1926' Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Russ Grant Sent: Friday, August 10, 2007 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: AR System 7.1.00 delayed until end of August / early September David, When I tried to access the Whats New document (from your hyper-link below) I received an error that the document had expired. Russ From: Easter, David [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: AR System 7.1.00 delayed until end of August / early September Date: Thu, 9 Aug 2007 17:40:31 -0700 All, BMC has decided that more time is needed to ensure the quality of AR System prior to release. Based on the tests that need to be completed to verify AR System's quality in an enterprise environment consisting of highly available architectures and multiple BMC Products, the management team has extended the delivery date by several weeks. We hope to make it available on the web for download (a.k.a. Web GA) no later than August 31st, 2007. The physical GA date for AR System will then be Friday September 7th, 2007. Because this extension is being used only to perform further testing, the feature set has become solid enough that I have been granted permission to share the What's New document that contains details on the new features found in AR System 7.1.00. This document can be found on the new BMC Developer's Network at: http://developer.bmc.com/jiveProd/entry.jspa?categoryID=501externalID= 1926 Here's the quick bulleted list of features: Enterprise features * Customer-driven license enforcement system * Server security attack prevention * Mid-tier security attack prevention for Tomcat installations * Forcing and allowing password changes * Web client IP address logging * Safari browser support * BMC Remedy Mid Tier performance (persistent cache) * Prefetching specified forms * Web services enhancements * Multiple escalation pools * HTTP tracing in the mid tier * Broadened operating system support for Full Text Search on UNIX and Linux Server features * Java plug-in server and plug-in API * Updated AR System Java API * Filter error handling * Multiple Field API Calls * Store database views with schema definitions * Service workflow condition and active link action * Disable status history recording and retrieval * Simplified System Form Handling * IBM DB2 9.1 support * HP-UX 11i v3 support * Novell SuSE Enterprise Linux support * Red Hat Enterprise Linux 5 AS/ES support * Enhanced support for Mozilla Firefox 2.0 support * Enhanced support for Microsoft Internet Explorer 7.0 support Client features * BMC Remedy AR System Administration Console * Data visualization field updates * Results color in tree fields * Page holder enhancements * Ability to change labels for navigation bars * Locale-aware table fields * Customizable background color on rows * Table refresh on interval * Automatic maximizing of windows on target location for web clients Usability features * Displaying version information * Pop-up blockers * Wait cursor * Context (right-click) menus * Rounded corner option for trim boxes BMC Remedy Migrator features * Enhancements to Differences report * Enhancements to Results report * Ignore Prefix option * Packaged view migrations (ability to migrate a specific view and its fields) * Option to keep or delete dependency and database files Of most interest to customers will be the first bullet - the Customer-driven license enforcement system. Here's some more info on that from the What's New document: Unlike previous versions, AR System 7.1.00 does not use license keys to enforce limits for any license types except AR Server licenses. Instead, customers must self enforce limits for all other AR System and application license types, such as AR User Fixed, BMC Remedy AR FTS Fixed, BMC:Asset Mgmt Application, and BMC:Change Mgmt User Floating. Regardless of the type or number of licenses purchased by a customer, AR System 7.1.00 administrators can add an unlimited number of most licenses to their systems through the Add or Remove Licenses link in the AR System Administration Console. Using this link, administrators can also modify and remove licenses whenever necessary. This enables them to meet users' AR System licensing needs immediately without waiting for BMC Software to provide a key. I'm sure
Strange ITSM 7 Behavior
Listers - I'm configuring my sandbox installation of ITSM 7. I've just loaded in People, and set one person up as Support. I haven't done anything with Categories or Assignments, but the status box at the bottom of the 'Application Administration Console' is telling me that configuration for this company is complete. At least, that's what I think it's telling me, because it's in French. I installed the French localization because we're going to be supporting our sister company in Canada when this goes live, but the other status messages have been in English. Are either of these a bug, (telling me it's complete when it's not, and saying so in French) or did I do something wrong? Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Job Posting - Lead Remedy Developer
...and if you know who made off with our carriage returns, we'd appreciate getting them back. ;-) Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of mj2carlson Sent: Friday, July 27, 2007 11:32 AM To: arslist@ARSLIST.ORG Subject: Job Posting - Lead Remedy Developer ** http://utdirect.utexas.edu/pnjobs/pnjobsvw.WBX?job_nbr=070720019319 The University of Texas at Austin Job Posting Job title Senior Systems Analyst Posting number 07-07-20-01-9319 Date available Immediately Monthly salary $ 4275 negotiable depending on qualifications. Hours per week 40.00 Standard from 800AM to 500PM Location Austin (main campus) Purpose of position This position will be responsible for providing the technical vision and architecture of an enterprise-wide, mission critical solution constructed on the BMC Remedy Action Request System application server platform. Essential functions Act as a subject matter expert on Remedy applications for BMC Remedy Service Management 7.x and related architecture. Provide system/application design engineering solutions that align with Remedy and industry standards. Work proactively to ensure high performance, high reliability and rapid trouble resolution of Remedy ARS workflow. Lead and mentor other Remedy developers. Responsible for development of and lifecycle maintenance for service management workflows using Remedy AR System and Remedy Service Management suite. Define Remedy development standards and practices. Build integration plans and Remedy architecture/development roadmap that identify deliverables and values to the business. Show ownership and accountability for support of Remedy systems. Evaluate third-party tool solutions as required. Conduct training to educate customers and team members regarding Remedy support and development. Document all engineered solutions including ongoing maintenance requirements. Evaluate and recommend improvement measures. Required qualifications Bachelor's degree. Three years of experience in systems design, analysis and programming. 5+ years experience in Remedy systems development/architecture (ARS 6.x, ITSM suite custom development). Experience defining and leading IT improvement projects. Solid understanding of UNIX and Windows-based operating systems. Solid understanding of networking/distributed computing environment concepts. Technical documentation of system application development functional requirements and project planning. Experience with Change Management/Change Control tools. Working understanding of SQL and relational databases. Working understanding of XML concepts and implementations. Ability to communicate effectively, both written and oral. Equivalent combination of relevant education and experience may be substituted as appropriate. View this message in context: Job Posting - Lead Remedy Developer http://www.nabble.com/Job-Posting---Lead-Remedy-Developer-tf4159522.htm l#a11834561 Sent from the ARS (Action Request System) mailing list archive http://www.nabble.com/ARS-%28Action-Request-System%29-f716.html at Nabble.com. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy User Tool gets an application error every time you close
Now that I think of it, number 2 is how we fixed it, too. We just upgraded all of our users to V7 user tool, even though we weren't on V7 on the server yet. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Dries Sent: Thursday, July 12, 2007 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy User Tool gets an application error every time you close ** I did have this problem, and it was the same version and the 1412 patch, I also when down the path of logging client side active links, and could find nothing. Plus is was not consistent, not all users had the error on exit. One of two solutions resolved the issue. 1. A simple uninstall and reinstall of the same version User tool sometimes fixed the issue. 2. In other cases it was necessary to install the 7x user tool, we eventually did this across the board. The only thing we could determine was there was some other applications registry entry that conflicted with the entry of the version 6 1412 patch Remedy User tool, but could never pin it down completely. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy User Tool gets an application error every time you close
Is everyone getting this, or just some? I'm remembering this happening to all my users when we were on 6, and it was just a bug in the user tool. I would try a newer patch for the v6 user and see if it goes away. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Basile, Cindy Sent: Wednesday, July 11, 2007 12:16 AM To: arslist@ARSLIST.ORG Subject: Remedy User Tool gets an application error every time you close ** Has anyone seen this - user closes Remedy User, (V6, patch 1412 and 1454) - and this errors comes up. Checking the admin tool, looks like the license is not being released, (the user can log back in from the same machine). Log in, close the app, same error. CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Outlook.jpg
Sandbox for ITSM 7?
I'm working on our upgrade to ITSM 7 (well, actually just Service Desk 7) and I'd like some advice. For past upgrades, I've done a completely OTB install on an unlicensed 'sandbox' server just to see what's there, and compare my customizations to the OTB and so forth. As you know, we can't do an unlicensed install with ITSM 7, so I'm wondering how some of you who have already dealt with this managed. I've got a licensed development system, so I can install there, but it's likely I'll need to do some troubleshooting of production problems before we get the upgrade in production, so I need a dev system that's exactly like production. I'm thinking I could do a backup of the existing dev system database, then do a fresh install or ARS 7 and a fresh OTB install of ITSM 7, then if I need the HD6.0 system, restore from the 6.0 backup. This sounds like it should work, but I don't know about binaries that may get installed for ITSM 7 which might make going back and forth between 6 and 7 challenging. Your thoughts? Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Inbound Email Problem
...and I've also found that frequently when I make any kind of change to the email configuration, I have to go back into the service properties and retype the password for the account it's logging on as, even though it hasn't changed. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Friday, May 18, 2007 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: Inbound Email Problem ** Did you set the Remedy Email service with that local profiles user ID and password? That's what I had to do. Dan Caissie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Friday, May 18, 2007 12:16 PM To: arslist@ARSLIST.ORG Subject: Re: Inbound Email Problem OK thanks I confirmed that IMap is not supported. I switched the incoming mailbox to MAPI and now I am getting this error: May 18, 2007 12:02:30 PM com.remedy.mail.mapi.MAPINative getStore SEVERE: The specified procedure could not be found. javax.mail.MessagingException: The specified procedure could not be found. at com.remedy.mail.mapi.MAPINative.getStore(Native Method) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(R eceiverModule.java:1782) at com.remedy.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModul e.java:480) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:264) at java.lang.Thread.run(Unknown Source) I am using a valid email account and there is a profile for that account on the server. Any idea? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, May 17, 2007 4:54 PM To: arslist@ARSLIST.ORG Subject: Re: Inbound Email Problem ** It sounds like your Exchange Admin has disabled IMap access to the Exchange Server Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Thursday, May 17, 2007 3:35 PM To: arslist@ARSLIST.ORG Subject: Inbound Email Problem We only use email for outbound notification. I am trying to test using inbound email for ticket creation. I can not get any emails to be picked up by the Remedy Email app. I have an inbound mailbox setup using Imap. I tested the Exchange email account and it is receiving email messages but they never make it into the AR System Email Messages form. I am seeing a connection refused error message in the aremail log file. Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com http://www.Scholastic.com __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Problem with arplugin and LDAP
I'm using a View form with ARDBC LDAP to get user information from Active Directory. The form connects to the LDAP/Active Directory info, and an escalation periodically pushes info from there to SHR:People. It's working fine, except: When I attempt to open the view form in Administrator, it clocks, then says: The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. : RPC: Timed out (ARERR 8939). After this, the form is not searchable in the User Tool. It also reports that the AR System plug-in isn't responding. At the moment I attempt to open the form in Admin, I get this in the error log: Thu May 17 11:24:38 2007 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu May 17 11:24:38 2007 0xc005 Thu May 17 11:24:38 2007 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) although the AR System server either comes right back or isn't down at all, because I can search other forms while I'm waiting for the Admin tool to time out. The application log in Event viewer on the server reports: Reporting queued error: faulting application arplugin.exe, version 7.0.1.1, faulting module arrpc70.dll, version 7.0.1.1, fault address 0xa03f. and Reporting queued error: faulting application arplugin.exe, version 7.0.1.1, faulting module ntdll.dll, version 5.2.3790.1830, fault address 0x000224b2. I've had the arplugin log on at 'full' level when I get the error, and it doesn't show anything indicating the arplugin.exe is not responding. I'm working with BMC Support on this, but my tech is apparently stumped because she's having me try the same things we've already tried hoping we get a different result. The platform is ARS 7.0.1 patch 001 on Windows with a SQL db. I'd appreciate your thoughts about where next to look for what's up with this. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Problem with arplugin and LDAP
Sorry - which timeout setting would that be? Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 17, 2007 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with arplugin and LDAP Did you increase the timeout setting to like 5 minutes? Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, May 17, 2007 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with arplugin and LDAP You are going to have to work with the vendor on this one. Sounds like what my plugin server does when my ardbc plugin overwrites memory it doesn't own. Axton Grams On 5/17/07, Ron Legters [EMAIL PROTECTED] wrote: I'm using a View form with ARDBC LDAP to get user information from Active Directory. The form connects to the LDAP/Active Directory info, and an escalation periodically pushes info from there to SHR:People. It's working fine, except: When I attempt to open the view form in Administrator, it clocks, then says: The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. : RPC: Timed out (ARERR 8939). After this, the form is not searchable in the User Tool. It also reports that the AR System plug-in isn't responding. At the moment I attempt to open the form in Admin, I get this in the error log: Thu May 17 11:24:38 2007 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu May 17 11:24:38 2007 0xc005 Thu May 17 11:24:38 2007 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) although the AR System server either comes right back or isn't down at all, because I can search other forms while I'm waiting for the Admin tool to time out. The application log in Event viewer on the server reports: Reporting queued error: faulting application arplugin.exe, version 7.0.1.1, faulting module arrpc70.dll, version 7.0.1.1, fault address 0xa03f. and Reporting queued error: faulting application arplugin.exe, version 7.0.1.1, faulting module ntdll.dll, version 5.2.3790.1830, fault address 0x000224b2. I've had the arplugin log on at 'full' level when I get the error, and it doesn't show anything indicating the arplugin.exe is not responding. I'm working with BMC Support on this, but my tech is apparently stumped because she's having me try the same things we've already tried hoping we get a different result. The platform is ARS 7.0.1 patch 001 on Windows with a SQL db. I'd appreciate your thoughts about where next to look for what's up with this. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Problem with arplugin and LDAP
Found it. Rats - It's already at 300. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 17, 2007 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with arplugin and LDAP The Need to Sync timout on the External Authentication tab of the Server Settings. Setting that to 300 (seconds) worked for me. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: Thursday, May 17, 2007 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with arplugin and LDAP Sorry - which timeout setting would that be? Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 17, 2007 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with arplugin and LDAP Did you increase the timeout setting to like 5 minutes? Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, May 17, 2007 12:00 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with arplugin and LDAP You are going to have to work with the vendor on this one. Sounds like what my plugin server does when my ardbc plugin overwrites memory it doesn't own. Axton Grams On 5/17/07, Ron Legters [EMAIL PROTECTED] wrote: I'm using a View form with ARDBC LDAP to get user information from Active Directory. The form connects to the LDAP/Active Directory info, and an escalation periodically pushes info from there to SHR:People. It's working fine, except: When I attempt to open the view form in Administrator, it clocks, then says: The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. : RPC: Timed out (ARERR 8939). After this, the form is not searchable in the User Tool. It also reports that the AR System plug-in isn't responding. At the moment I attempt to open the form in Admin, I get this in the error log: Thu May 17 11:24:38 2007 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu May 17 11:24:38 2007 0xc005 Thu May 17 11:24:38 2007 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) although the AR System server either comes right back or isn't down at all, because I can search other forms while I'm waiting for the Admin tool to time out. The application log in Event viewer on the server reports: Reporting queued error: faulting application arplugin.exe, version 7.0.1.1, faulting module arrpc70.dll, version 7.0.1.1, fault address 0xa03f. and Reporting queued error: faulting application arplugin.exe, version 7.0.1.1, faulting module ntdll.dll, version 5.2.3790.1830, fault address 0x000224b2. I've had the arplugin log on at 'full' level when I get the error, and it doesn't show anything indicating the arplugin.exe is not responding. I'm working with BMC Support on this, but my tech is apparently stumped because she's having me try the same things we've already tried hoping we get a different result. The platform is ARS 7.0.1 patch 001 on Windows with a SQL db. I'd appreciate your thoughts about where next to look for what's up with this. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HTML Editor for Notifications
I've been using Dreamweaver. I'm not very good with HTML, so I use Dreamweaver to get it looking the way I want, but then I still check the code in Notepad to be sure there's no extraneous junk. From what I hear, Front Page is probably a poor choice, as it's biased toward the way Internet Explorer interprets the HTML, and other viewers can give 'inconsistent' results with its code. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Suwanski, Ron Sent: Wednesday, May 16, 2007 9:30 AM To: arslist@ARSLIST.ORG Subject: HTML Editor for Notifications ** Hi all, Just curious to see what Web editor people are using to create HTML Email Templates. I was using Front Page but when the email gets sent out, it does not look right. Thanks. Ron Suwanski Remedy Administrator / Developer DeVry Inc. Phone 630-472-2209 Fax 630-382-2917 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.jpg
Re: 'Notify' action not notifying
That's exactly it. I copied the workflow from HPD:HelpDesk without realizing the field it was getting the notify address from was display only. I've fixed it, so the notification is sending now, it's just not getting all the fields from the request that it should for variable substitution. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Thursday, May 03, 2007 12:18 PM To: arslist@ARSLIST.ORG Subject: Re: 'Notify' action not notifying Hi Ron Well the notify action fired, but didn't send out a notification. It looks to me as though it couldn't find a valid notification address. Is that possible? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: Thursday, May 03, 2007 12:08 AM To: arslist@ARSLIST.ORG Subject: 'Notify' action not notifying I'm mystified, and probably looking right past the answer: I'm building a new application, and I've created two filters - one that notifies the Requester when a request is opened, and one the notifies the Requester when a request is closed. Both filters are firing, but the notify isn't working on the 'closed' message. I copied the 'Opened' filter, and made the needed changes to create the 'closed' filter. Except that they use different HTML templates, they'e exactly alike, so I can't figure out why one is sending a message, and one isn't. Here's an excerpt from the filter log when the 'closed' filter doesn't send its message: Checking FAC:FCR-NotifyReqComplete (710) -- Passed -- perform actions 0: Notify deferred to phase 3 1: Message RonRemedy Test has been notified that the case has been closed. /* Wed May 02 2007 15:39:51.8550 */ End of filter processing (phase 1) /* Wed May 02 2007 15:39:51.8550 */ Restart of filter processing (phase 3) 0: Notify /* Wed May 02 2007 15:39:51.8550 */Stop filter processing Any clue as to what I'm missing? We're on ARS 7.0.1, patch 001 on Windows/MSSQL. Thanks, Ron Legters Tools Administrator Univar USA Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
'Notify' action not notifying
I'm mystified, and probably looking right past the answer: I'm building a new application, and I've created two filters - one that notifies the Requester when a request is opened, and one the notifies the Requester when a request is closed. Both filters are firing, but the notify isn't working on the 'closed' message. I copied the 'Opened' filter, and made the needed changes to create the 'closed' filter. Except that they use different HTML templates, they'e exactly alike, so I can't figure out why one is sending a message, and one isn't. Here's an excerpt from the filter log when the 'closed' filter doesn't send its message: Checking FAC:FCR-NotifyReqComplete (710) -- Passed -- perform actions 0: Notify deferred to phase 3 1: Message RonRemedy Test has been notified that the case has been closed. /* Wed May 02 2007 15:39:51.8550 */ End of filter processing (phase 1) /* Wed May 02 2007 15:39:51.8550 */ Restart of filter processing (phase 3) 0: Notify /* Wed May 02 2007 15:39:51.8550 */Stop filter processing Any clue as to what I'm missing? We're on ARS 7.0.1, patch 001 on Windows/MSSQL. Thanks, Ron Legters Tools Administrator Univar USA Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: When do Arsystem Email Messages get created?
This may not be the most elegant way, but I just had my email admins create a dummy account, then changed the e-mail address of every 'person' on my test system to be that dummy account. I added the dummy account to my Outlook profile, so I can easily monitor the messages. The only downside is that I can't tell exactly who the system was sending the message to, once I receive it. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. www.univarusa.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Wednesday, April 04, 2007 8:29 AM To: arslist@ARSLIST.ORG Subject: When do Arsystem Email Messages get created? Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: E-mail Notification Troubleshooting
Brad - The first thing I would do is open up the properties of the Remedy Email Engine service and re-type the password that whatever account your running it as uses to log on. I've noticed I sometimes need to do this after applying a patch or upgrading. The password doesn't change, and the account is set to never expire, I just need to sort of remind the service what the password is. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune Sent: Monday, April 02, 2007 1:13 PM To: arslist@ARSLIST.ORG Subject: E-mail Notification Troubleshooting Hello list! I am running ARS 6.3 patch level 21 on a Windows 2003 Server box with an Oracle database back end. The last couple of weeks we have stopped getting e-mails out of the system. I cannot help but think that I did something wrong (changed a password I should not have or some such). The notices in the stderr.log in the AREmail directory indicate over and over: Mar 30, 2007 4:07:22 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed Mar 30, 2007 4:37:22 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed Mar 30, 2007 5:07:22 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Authentication failed Can you all tell me where I should look to change the authentication? I have been in the the AR Email Mailbox Configuration form but I did not see anything out of place. Thanks for any help you can provide. Brad Terhune [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Diary Field wierdness
What about Ctl-E followed by Ctl-U (set defaults)? Think that would work? Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Thursday, March 15, 2007 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy support just now, and referenced Ian's case. The only thing I'll add is that choosing Edit - Clear All (Ctl + E) does clear the old diary entry. That might be undesirable, though, since that erases default field values - David Durling Enterprise IT Services University of Georgia Date: Thu, 8 Mar 2007 10:06:18 + Reply-To: arslist@ARSLIST.ORG Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG From: Ian Trimnell [EMAIL PROTECTED] Organization: The Open University Subject: Re: Diary Field wierdness In-Reply-To: [EMAIL PROTECTED] Content-Type: multipart/alternative; Ron Legters wrote: ** Listers - I've got an issue here that I'm not seeing in the KB's or Issues log on BMC Support, so I thought I'd see if anyone else has seen this. I've got a case with BMC Support, too. We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my users upgraded their User Tools to 7.0.1 patch 1, When they save a 'New' case, and a new, blank HD Case window opens, the new window has copied the last entry from the worklog of the previous case. They can't erase it, either. They can highlight it, and press delete and it appears to go away, but when they open it again, it's still there. It doesn't appear to stay in the new case once it's saved, though. I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this isn't happening to him. Any ideas? Thanks, Ron Legters Ron, We have experienced this problem as well. Our site is purely custom build and still running on a 6.0.1 server. Our users who installed the 7.0.1 WUT (and also those who installed patch 1) have found that, upon submitting a ticket, the contents of the diary field (equivalent to your worklog) stays there in the diary field. Deleting it and writing over appears to not work as if they open up the diary field the old diary contents are still there. The new contents are, however, saved with the new ticket. This sound exactly the same as if happening on your site. I would suggest two courses of action: 1. Submit a ticket to BMC (or your partner) and cross reference it with ticket ISS03078412. 2. Revert to the 7.0.0 User Tool (any patch level will do) and this particular problem will cease. We are currently in the process of upgrading our system to 7.0.1 and I have now experienced this problem with the development server and the 7.0.1 User tool. Needless to say both BMC and our partner are currently scratching their heads over this one and are claiming to not to be able to replicate this. Hope this all helps, Ian -- -- Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Diary Field wierdness
Well, they've decided it's a bug: Hi Ron, We have tested at our end and seems to be a new occurrence in 7.0.1 patch 1 User tool. We have created a Defect ID: SW00262237 for this problem, I will now place this ticket on the notify list of this bug. The status of this ticket will now be resolved , this does not mean that the ticket is closed. As this status required to put the ticket on the notify list of the bug. Have a great day. Thank you for bringing this problem to our attention. Regards, Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Friday, March 16, 2007 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness Ron, Yes, that seems to work okay - didn't really think about it! The problem is actually not an issue for us since I'm the only one using any 7.x user tool, but something I wouldn't mind seeing fixed before/if we ask our users to upgrade their clients. I'll follow up on what support says about it - David D. Univ. of Georgia Date: Fri, 16 Mar 2007 08:27:43 -0700 Reply-To: arslist@ARSLIST.ORG Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG From: Ron Legters [EMAIL PROTECTED] Subject: Re: Diary Field wierdness In-Reply-To: A[EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii What about Ctl-E followed by Ctl-U (set defaults)? Think that would work? Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Durling Sent: Thursday, March 15, 2007 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Diary Field wierdness I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch 1351 server (Solaris 9, Oracle 9iR2). I entered a ticket with Remedy support just now, and referenced Ian's case. The only thing I'll add is that choosing Edit - Clear All (Ctl + E) does clear the old diary entry. That might be undesirable, though, since that erases default field values - -- David Durling 706-542-0223 Enterprise IT Services [EMAIL PROTECTED] University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Diary Field wierdness
Listers - I've got an issue here that I'm not seeing in the KB's or Issues log on BMC Support, so I thought I'd see if anyone else has seen this. I've got a case with BMC Support, too. We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my users upgraded their User Tools to 7.0.1 patch 1, When they save a 'New' case, and a new, blank HD Case window opens, the new window has copied the last entry from the worklog of the previous case. They can't erase it, either. They can highlight it, and press delete and it appears to go away, but when they open it again, it's still there. It doesn't appear to stay in the new case once it's saved, though. I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this isn't happening to him. Any ideas? Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Server switch stumper
Three weeks ago we moved our ARS install from OldServer to NewServer. One of my users is now getting an error when she logs in that she can't connect to OldServer. She gets this 3 times, and then gets logged in without problems to NewServer. I checked her 'Accounts', and she's only got NewServer there. She has 'NewServer' as the reports server, and she doesn't have a Central Preferences record that might be pointing to OldServer. I checked in ar.ini, and she had three references to docs on OldServer, but I deleted these and she still gets the error. When I log in with my ID on her machine, I also get the error. Where else can I look for what's causing this? Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Server switch stumper
She didn't have 'Save Workspace' checked, but I checked the ar.ini file again, and sure enough, I'd missed some references to OldServer in there. Corrected these and the error went away. Thanks for your help, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Greg Elphick Sent: Thursday, March 01, 2007 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Server switch stumper ** ? check the ar file From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: TimeZone problem?
Thanks for the suggestion, but that doesn't appear to be my problem. I changed the 'run as' account both to Remedy's email account and to my domain account and restarted and neither corrected the times displaying in the Admin tool on my desktop. Any other ideas? This started after I upgraded these systems to ARS 6.3 from 6.0.1 if that makes any difference. Times are also OK in the user tool, and in Excel spreadsheets where I get the data using ARODBC. It's only in the Admin tool that they're off. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Monday, February 26, 2007 2:32 PM To: arslist@ARSLIST.ORG Subject: Re: TimeZone problem? ** I came across this a number of years agois your server running as localsystem? If so then it is running as a system account that you don't have access to. This account likely has its timezone set to GMT. The only way I was able to bypass this was to have my dev remedy system (the one I was experiencing the issue on) run as my domain user account...as soon as I did this it adopted the timezone and in my case...time format that I was using and I stopped having those issues My problems came when the system was built and your choosing all of your regional settings during install...that configures the default user to those settings... From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: Monday, February 26, 2007 1:45 PM To: arslist@ARSLIST.ORG Subject: TimeZone problem? ** OK, this is probably an easy one, but I've looked everywhere I know: Why is the timestamp on objects on my servers showing in GMT? It only displays this way in Administrator on my desktop. In Administrator on the servers themelves, the timestamp is fine. The clock and timezone in Windows on the servers are OK. My Admin tool is 7.0.1 patch 001. Both servers are 6.3 patch 20. All systems are Windows, XP for the desktop and 2003 for the servers. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com file://www.univarusa.com __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
TimeZone problem?
OK, this is probably an easy one, but I've looked everywhere I know: Why is the timestamp on objects on my servers showing in GMT? It only displays this way in Administrator on my desktop. In Administrator on the servers themelves, the timestamp is fine. The clock and timezone in Windows on the servers are OK. My Admin tool is 7.0.1 patch 001. Both servers are 6.3 patch 20. All systems are Windows, XP for the desktop and 2003 for the servers. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Purging a server license in ARS 6/7
I'm in the middle of a move myself, and ran into this same thing. It appears though, that I'm OK as long as I don't access both servers from the same machine at the same time. I've got both systems up right now, and I'm administering the current server through the admin tool on my desktop, and I'm doing remote desktop to the new server and administering it there. This might be a workaround for you. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, February 08, 2007 9:29 AM To: arslist@ARSLIST.ORG Subject: Re: Purging a server license in ARS 6/7 ** That's correct, Chris. Remedy was SUPPOSED to issue a 60 day purge license for the old server when they issued the new server license. That temp license contains no server ID, so there's no conflict. They didn't do so, which is why both server IDs are the same. Like I said, I would have been fine with users only being able to access one at a time until we cut over, but now the new one is completely inaccessible, and I don't know what would have changed to cause this limitation. I have had a Sev 1 ticket open now for 3 hours without a response. Not gonna comment on that here Rick On 2/8/07, Pruitt, Christopher J [EMAIL PROTECTED] wrote: ** Rick, We encountered this same issue when moving from an old dev server to a new one. What we found is that the AR System Server ID was the same on both servers. I believe this is what causes this error message to come up. Christopher Pruitt Consultant Specialist EDS - Bank of America I3-Inventory IW Infrastructure Team Phone: +1-972-605-7702 (8-835) mailto: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Confidentiality Notice: This message and any files transmitted with it are intended for the sole use of the entity or individual to whom it is addressed, and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended addressee for this e-mail, you are hereby notified that any copying, distribution, or dissemination of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately destroy, erase, or discard this message. Please notify the sender immediately by return e-mail if you have received this e-mail by mistake. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Rick Cook Sent: Thursday, February 08, 2007 10:48 AM To: arslist@ARSLIST.ORG Subject: Purging a server license in ARS 6/7 ** How does Remedy limit the ability to run concurrent servers on what is essentially one server license? I ask because I purged a server license about 35 days ago, and have been getting messages since that prohibit a user from being logged on to both the old and new servers at the same time. That seems fair enough - the users can keep working on the old server while I develop on the new one until we're ready to throw the switch. There was no expiration date to enter into the old server license, and there is no Purge function in the 6.3 or 7 license GUI, so I assumed that I could keep this arrangement until we were ready to migrate to the new server. Problem is that since this morning, no one could log into either server until we shut the new one down and kept it that way. Anyone who tries gets an ARERR 99 - can't log into oldserver and newserver until one is shut down. Has anyone seen this before, and if so, how did you get around it? Old server: ARS 6.3 patch 16 New server: ARS 7.0 patch 2 Windows 2003/SQL 2000 -- Rick Cook Cook Enterprises 253-278-4112 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Anyone run ITSM 5.5 against ARS 7.0.1?
Kyle - Are you planning to upgrade from ITSM 5.5 directly to ITSM 7.X? Just asking because my experience with upgrading to ITSM 6.0 after upgrading to ARS 7.0 was not pretty. The CMBD didn't install correctly, and I got errors that wouldn't go away until I ripped everything out and started over, installing ITSM 6.0 on ARS 6.3. Fortunately, this was my dev environment. That said, I can't imagine why ITSM 5.5 wouldn't run on ARS 7.0.1 just fine. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Wednesday, January 24, 2007 6:27 AM To: arslist@ARSLIST.ORG Subject: Re: Anyone run ITSM 5.5 against ARS 7.0.1? Anyone using this or have seen this work. Thanks Kyle Kyle Whitley wrote: Just wondering if anyone has ran the ITSM 5.5 applications on ARS 7.0.1? We plan on upgrading the apps, but this would happen after the ARS is upgrade across all our servers. Thanks Kyle -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Helpdesk 6 Weird Notification
Claire - I recognize this message. It's from the SLA's that come with Help Desk. On my system, one of the filters that sends this is called zSLAGen:SLA00010_1010_Escalate to Manager after 75%_BR_Filter1. On looking closer, there are several that send a message like this, but they all (at least the ones I've found) have 'Escalate to Manager after...' in the filter name. As I recall SLA generates these filters as SLAs are created, so yours may have different names, but maybe not since these are OTB. Hope this helps, Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Wednesday, February 07, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: Helpdesk 6 Weird Notification I have a notification that is sent out to the manager of a group when a ticket has not been responded to by the assignee. It has no subject line and I can't find the workflow that sends it out. I have used ARUtilities to look at the notifiucations and there is nothing there that shows the text that is in the message. Does this look familiar to any of you!? From: Remedy Sent: Wed 1/31/2007 3:57 PM To: Sanford, Claire Subject: Help Desk case HD001236329 has not been responded to by Claire Sanford. Please follow up on this issue. This issue is from Claire Sanford regarding: TEST TICKET HD 6 SLA 6 loaded but not in use other than the canned one's that come with the system. ARS 6.3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Daylight savings time and Remedy system restarts
Just because your computer clock is correct is no guarantee that times in Remedy will be right. Remember that ARS stores times as seconds since Midnight, 1/1/1970 GMT. Every time it displays a time, it calculates the difference between what's stored and the time zone it's displaying in, so if ARS doesn't know it's DST, every time between the old and new Daylight start times will be off by an hour. Thanks, Ron Tools Admin -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Friday, January 05, 2007 12:11 PM To: arslist@ARSLIST.ORG Subject: Daylight savings time and Remedy system restarts Hi everyone, I understand from past discussions (see Daylight savings time again) that there may or may not be problem with Remedy and daylight savings time, but patches are on the way. Every morning we shut down our Remedy system in order to back up the database. Then we restart the system. My guess/hope is that when we restart the system, Remedy will set its clock by the computer clock, and as long as the computer clock is right, Remedy should be too. That means we are immune to daylight savings time problems. Am I right? ARS 6.3 patch 014, HPUX 11 db, Oracle 9.2 db Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Any success with ardisabled?
Hey folks - I'm about to upgrade from HD 5.5 to 5.6, and I'd like to save some time by using the 'ardisabled' utility to restore customizations to disabled workflow, but it doesn't work. I've searched the ARSList archives, and all I found were several other folks asking if anyone's gotten it to work, so I'm asking again: Has anyone gotten this seemingly useful utility to actually work? According to the doc, in prompt mode it's supposed to build a list of servers and ask me to select one. In fact, it prompts me for the server name, then reports A server name must be supplied in the control record (ARERR 150) Thanks, Ron Legters Tools Administrator Production Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Sharing ARS between countries
Title: Sharing ARS between countries ** My company's Canadian subsidiary is in the process of joining their EDP system to the system we use here in the US. They'll be creating support tickets using ARSystem for their own Help Desk, but some of those may need to be escalated to support staff in the US. I'd appreciate people's thoughts as to how best to accomplish this. My first thought is just to have them use the same Remedy server as the US. We'd just add support groups for Canada and French localizations and we're good to go. If they want to have their own Remedy server, though, would DSO be an option? Can it share tickets between servers based on certain conditions, or does it pretty much just replicate one server to another? We're currently running ITSM 5.6 on ARS 6.0.1, but by the time Canada comes on board, we'll be on ITSM 6.0 (maybe 7.0) on ARS 7.0. Thanks, Ron Legters Tools Administrator Production Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax __20060125___This posting was submitted with HTML in it___
Re: Sharing ARS between countries
Thanks for the reminder. Any thoughts about how we share tickets if they want to use their own server? Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Wednesday, August 09, 2006 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Sharing ARS between countries ** Ron: Bingo. You are on the right track. You will have to add localization for the French speaking folks. Also, remember, ARS does not do translation between the different languages. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: Wednesday, August 09, 2006 8:38 AM To: arslist@ARSLIST.ORG Subject: Sharing ARS between countries ** My company's Canadian subsidiary is in the process of joining their EDP system to the system we use here in the US. They'll be creating support tickets using ARSystem for their own Help Desk, but some of those may need to be escalated to support staff in the US. I'd appreciate people's thoughts as to how best to accomplish this. My first thought is just to have them use the same Remedy server as the US. We'd just add support groups for Canada and French localizations and we're good to go. If they want to have their own Remedy server, though, would DSO be an option? Can it share tickets between servers based on certain conditions, or does it pretty much just replicate one server to another? We're currently running ITSM 5.6 on ARS 6.0.1, but by the time Canada comes on board, we'll be on ITSM 6.0 (maybe 7.0) on ARS 7.0. Thanks, Ron Legters Tools Administrator Production Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Closing a window after save
Title: Closing a window after save ** In the app I'm working on, there's a form wherein if the user fills in the 'Completion Date' and saves, a filter fires that changes the Status to 'Complete' and a message fires that tells the user this has happened. What my customer would like is when she clicks 'OK' on that message, it's just like clicking on the 'Return to Home' button (an AL closes the current window and opens a new instance of the 'Control Panel' window). As far as I can tell, I can't just run al AL on the 'OK' click on the message box, so I'm not sure how best to make this work. I'm thinking an AL that does the same actions as the 'Return to Home' AL, but I'm not sure how to get it to fire when I want and not when I don't. I've thought about 'After Modify', but I don't want to close the window every time someone saves any change, and it seems to me that after a modify 'DB' value would equal what's on the form, so I can't use that to tell me if the completion Date has changed. Should I just fire on 'Modify' with a Run If that checks for a change in the 'Completion Date' by comparing DB to TR? Any other ideas? I guess I'm not real clear on the difference between execute on 'Modify' vs. 'After Modify' so I'll dive into the manuals while y'all think about this. Thanks, Ron Legters Tools Administrator Production Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax __20060125___This posting was submitted with HTML in it___
Re: SEVERE! Microsoft Exchange Server computer is not available!
I just had to re-install 6.0.1 on my dev machine, and it replaced the credentials with the local account, so I guess it's not fixed. This is not the error it gives when that happens, though. Thanks, Ron Tools Admin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, May 05, 2006 10:36 AM To: arslist@ARSLIST.ORG Subject: Re: SEVERE! Microsoft Exchange Server computer is not available! ** Exactly right - good catch, Brian, I've seen that happen, too. I think they fixed it in 6.x. Also ensure that the account running the service didn't have its password reset accidentally by some overzealous security admin. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luke, Brian Sent: Friday, May 05, 2006 10:32 AM To: arslist@ARSLIST.ORG Subject: Re: SEVERE! Microsoft Exchange Server computer is not available! ** You've probably already done this, but double check the credentials for the email engine service. If you patch via an installer, it will sometimes reset to local account. -Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE Sent: Thursday, May 04, 2006 1:42 PM To: arslist@ARSLIST.ORG Subject: SEVERE! Microsoft Exchange Server computer is not available! ** Hi everyone: My email engine has mysteriously stopped working. I am running Remedy 5.1.2 on Windows 2003 Server SP2 with the Outlook 2003 client. I have Outgoing and Incoming entries set in the Mailbox Configuration form. I am using MAPI and my mail server is a Microsoft Exchange 5.5 server. The problem is, when I start the E-mail Engine service, the service starts fine, but I get errors in the stderr.log: May 3, 2006 5:09:38 PM com.remedy.mail.mapi.MAPINative getStore SEVERE: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance. javax.mail.MessagingException: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance. at com.remedy.mail.mapi.MAPINative.getStore(Native Method) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(R eceiverModule.java:1093) at com.remedy.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModul e.java:285) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:263) at java.lang.Thread.run(Unknown Source) May 3, 2006 5:09:38 PM com.remedy.mail.mapi.MAPINative getTransport SEVERE: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance. javax.mail.MessagingException: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance. at com.remedy.mail.mapi.MAPINative.getTransport(Native Method) at com.remedy.mail.mapi.MAPITransport.connect(MAPITransport.java:411) at com.remedy.mail.mapi.MAPITransport.connect(MAPITransport.java:423) at com.remedy.arsys.emaildaemon.SenderModule.openTransport(SenderModule.jav a:110) at com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:360 ) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:267) at java.lang.Thread.run(Unknown Source) May 3, 2006 5:09:38 PM com.remedy.mail.mapi.MAPINative getStore SEVERE: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance. javax.mail.MessagingException: The Microsoft Exchange Server computer is not available. Either there are network problems or the Microsoft Exchange Server computer is down for maintenance. at com.remedy.mail.mapi.MAPINative.getStore(Native Method) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(R eceiverModule.java:1093) at com.remedy.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModul e.java:285) at com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:1 27) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:267) at java.lang.Thread.run(Unknown Source) May 3,
