Customizing SmartIT

[Smerz, Christian]

I understand that SmartIT is limited with respect to customizing, however that 
doesn't change our need to do so.  Specifically we are looking into making the 
dynamic fields available as a "text area" as opposed to "input".  Has anyone 
attempted this or been able to accomplish something similar?

The use case is that users need to add formatted data to dynamic fields in a 
work order that will  then be passed along as a variable to subsequent work 
orders.  The input format only allows for single line input with no return 
characters.  This makes structured data error prone and challenging, thus the 
need for "text area".

Thanks in advance,
Christian Smerz



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SNOW Migration

[Smerz, Christian]

Hi folks,
I know there are several folks who have been working with Remedy as well as 
SNOW who subscribe to this list.  I'd like to get some honest perspectives as 
to your opinions, migration experiences, customer service, pricing, level of 
effort to from a project perspective to make the jump assuming full ITSM.  The 
spectre of SNOW has been seen so I'm gathering information.  Thanks in advance.

Christian Smerz



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Moving Servers

[Smerz, Christian]

This may be a bit of an odd question. We are in the process of testing our DR 
processes using four servers in a server group behind a load balancer.  Two of 
these serves act as the failover servers (DR) while the other two are the 
active app servers.  We have had these configured in our test environment but 
are now ready to "promote" this architecture to production.  We were actually 
hoping to move the two DR severs to production by adding them to the production 
server group.

I suppose my question to the list is this, has anyone had experience moving 
servers from one server group to another and if so what are the gotchas?



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RE: IIS Issue

[Smerz, Christian]

Prakash,

1)  Is there any reverse proxy server/load balancer configured? This 
happens in all our environments once we upgraded to 9.1.4  For now I am working 
in Dev which is a single server environment.

2)  How many midtiers are configured? Just one

3)  How many apps server's configured and whether any apps side load 
balancer exists? One app only

4)  If there is any RSSO configured? RSSO is configured

5)  If there is single midtier which you are trying to access directly, 
does that machine host the IIS server too that works as a reverse proxy server? 
The midtier server was configured with IIS as the web server.  It uses ISAPI to 
direct to Tomcat

6)  If the 5th point above is correct, does it mean that the IIS server is 
configured on port "80" which is the default port for http request? Yes


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Roy, Prakash
Sent: Monday, March 5, 2018 3:38 AM
To: arslist@ARSLIST.ORG
Subject: RE: IIS Issue

Hi Christian,

We need to understand your deployment architecture as below:


1)  Is there any reverse proxy server/load balancer configured?

2)  How many midtiers are configured?

3)  How many apps server's configured and whether any apps side load 
balancer exists?

4)  If there is any RSSO configured?

5)  If there is single midtier which you are trying to access directly, 
does that machine host the IIS server too that works as a reverse proxy server?

6)  If the 5th point above is correct, does it mean that the IIS server is 
configured on port "80" which is the default port for http request?


If there is already port "80" configured for application other than midtier on 
the same machine then, midtier cannot be accessed using default port "80". 
Midtier has to have some unique port configured for e.g "8080" to access it 
directly. You need to check the server.xml for the port configured for midtier.

Thanks,
Prakash



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Smerz, Christian
Sent: 25 January 2018 21:10
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: IIS Issue

Hi everyone,
We have upgraded our test system to 9.1.4  We have upgraded the RSSO component 
as well.  We cannot get to the midtier server with the direct URL, we are 
prompted with a domain login (assume this is coming from IIS) and cannot 
proceed.  If we add a port (:8080) to the FQDN it will work.  I'm hoping 
someone may have come across something similar and I'm just missing the easy 
fix.

Regards,
Christian Smerz



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IIS Issue

[Smerz, Christian]

Hi everyone,
We have upgraded our test system to 9.1.4  We have upgraded the RSSO component 
as well.  We cannot get to the midtier server with the direct URL, we are 
prompted with a domain login (assume this is coming from IIS) and cannot 
proceed.  If we add a port (:8080) to the FQDN it will work.  I'm hoping 
someone may have come across something similar and I'm just missing the easy 
fix.

Regards,
Christian Smerz



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Re: Custom apps + Remedy v9.1?

[Smerz, Christian]

Hi Carina,
Typically custom apps are easy to upgrade.  The big things to look for are what 
AR features are being used that are deprecated in the new version.  If your app 
is running on 8.1.02 there shouldn't be much issue to upgrade that I can think 
of.
With respect to overlays, they are usually in place to protect BMC application 
objects.  If you're a custom app shop and don't have BMC apps in place at this 
point, I wouldn't think overlays really come into play.

Regards,
Christian Smerz

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Burns, Carina
Sent: Friday, November 18, 2016 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Custom apps + Remedy v9.1?

**
Howdy!

We're currently on ARS v8.1.02 and run nothing but custom apps.  One of those 
apps is a help desk app that was designed easily 15+ years ago.  It's had some 
tweaks and upgrades but is long in the tooth and support management wants 
something "user friendly/self service" but at the same time, I need to keep our 
custom apps (financials change mgt, textbook tracking, etc).  We also have our 
tech inventory in a custom form and are considering using BMC's offering there 
as well.  I'm talking with our BMC rep about upgrading 9.1.

I'm hoping some of you out there are running mixed tools; custom apps supported 
by the ARS engine and then also running BMC's apps -  ITSM or Service 
Innovation, CMDB, and so on.

Questions:
How hard was it to migrate your custom apps up to 9.1?
Could you integrate parts of it using  the form overlays in Developer Studio?

We already have servers on site and so would not be running this "cloud based."

Thanks for the insight!

Carina Burns Randolph
Database Administrator
Richardson ISD, Information Svcs.
carina.bu...@risd.org
469-593-0227

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Remedy SSO

[Smerz, Christian]

How many of you have successfully configured Remedy SSO.  We're struggling to 
get this working against LDAP.

We keep seeing the following message while logging in "Forbidden request! Goto 
url is wrong".  Any ideas on what we might be missing?

ARS/ITSM 9.1 Windows

Christian Smerz | Web and Tech Systems | Enterprise Products
Office: 713.381.6785 | Mobile: 832.726.9167 | Email: 
cesm...@eprod.com




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Re: RUG UserWorld WWRUG Engage where were they when?

[Smerz, Christian]

I thought 96 and 97 were the Hyatt by the airport

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel
Sent: Wednesday, July 30, 2014 2:57 PM
To: arslist@ARSLIST.ORG
Subject: RUG UserWorld WWRUG Engage where were they when?

**
Apparently a bunch of us old timers haven't recorded where the conferences were 
held.
I tried looking up old presentations but the templates didn't say where.

Obviously I know where the past 5 (2009-2013) and this year are\were.
I have found some of the information for the following ones 

Can anyone fill in the following?
1993

Santa Clara

Westin Hotel

1994

1995

Burlingame

1996

1997

1998

1999

DisneyLand

2000

2001

DisneyWorld

Swan Hotel

2002

San Diego

Synergy (sorry, it was a conference with some Remedy stuff)

2003

2004

2005

Washington DC

2006

San Francisco

2007

Vancouver

2008

NONE\Lisbon for Europe


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Re: Add Status Reason for use on Asset UI

[Smerz, Christian]

This would now be a field on the AST:Attributes form.  Part of the architecture 
change for AM/CMDB is to move asset lifecycle fields to this form and out of 
the CMDB.  We modified the field (through overlay) directly.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Tuesday, November 26, 2013 3:01 PM
To: arslist@ARSLIST.ORG
Subject: Add Status Reason for use on Asset UI

**
Windows 2008 r2
Oracle 11g
ARS 8.1
ITSM 8.1

I need to add new Status Reason attributes for use on Asset UI records.

The directions I have found pertain to Incident, Change or Work Order. The 
directions have you add a attribute to the Status Reason_Hidden field on the 
form then add a record to the SYS:Status Reason Menu Items form.

I have not found directions for adding new Status Reason for Asset UIs and 
could not find a corresponding Status Reason_Hidden field on the BMC Base 
Element form.

I added a record for the new Status Reason on the SYS:Status Reason Menu Items 
form. The new Status Reason can be selected on any Asset UI but when the record 
is saved, the selected Status Reason does not save.

Assistance appreciated.

Thank you,

Sandra Hennigan
Remedy Developer
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Re: Job Description for an FTE Sr. BMC ITSM Developer

[Smerz, Christian]

Hey, I was born in East Undershirt, don't knock it.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, November 19, 2013 4:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Job Description for an FTE Sr. BMC ITSM Developer

**

Who's willing to work for $45/hr all inclusive in East Undershirt, Wyoming.

Rick
On Nov 19, 2013 1:30 PM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
You left off five years of experience with ITSM 8.1.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Tuesday, November 19, 2013 3:28 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Job Description for an FTE Sr. BMC ITSM Developer

**
Hi all,

I am searching through the archives as well but I am hoping somebody might have 
a job description for a full time employee Sr. ITSM Developer they could share.

Many that are in the List archives are for consultants/contract work; for 
people that walk on water, have a Nobel Prize and a clearance that would allow 
them to know the truth about Area 51.

If you can help feel free to send it offline if that works better for you.

Thanks!
Jason
_ARSlist: Where the Answers Are and have been for 20 years_
Private and confidential as detailed 
herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access 
hyperlink, please e-mail sender.
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Re: How can I limit AIE exchanges to existing CMDB records?

[Smerz, Christian]

Chris,
The Query tab on CI Class Mappings does offer a certain amount of filtering but 
doesn't quite get you what you're looking for.
You can however pursue the option you suggest in your last sentence.  In your 
recon jobs you can have identification run but not auto-identify records that 
do not match in the source dataset.  The merge activity will only promote 
identified records.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, October 31, 2013 1:12 PM
To: arslist@ARSLIST.ORG
Subject: How can I limit AIE exchanges to existing CMDB records?

**

I want to limit records from a source that I bring into the CMDB to just those 
that match on the key attribute (in this case serial number). Can this be done 
with a data key or update query? Currently my model is to bring this data into 
its own data set.

Should I instead target a data set thats a copy of production?



My goal is to not create new records from my source, but only to update 
existing CMDB records.If there's an option to do it with the Reconciliation 
engine I'm open to that as well.


--
Thank You,

Chris Danaceau
FINRA




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Re: Interface_Create forms

[Smerz, Christian]

Hi Marcelo,
Are you referring to the email template?  Right click on a form in Dev Studio 
and export email template.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, October 08, 2013 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Interface_Create forms

**
In order to use the HPD:Interface_Create form or the CHG:ChangeInterface_Create 
form, you have to have the field name and the field ID, followed by the data. 
There used to be a way to export this into an excel (or notepad) back with the 
Remedy User Tool.  It has been a while since I did that, so I don't remember... 
Does someone know how to get this exported?

Here is an example:
char-set: windows-1252
Schema: HPD:IncidentInterface_Create
Server: x
Login: user
Password: pwd
Action: Submit
Format: Short
z1D_Action !100076!: CREATE
Contact Company* !100082!: x
Last Name* !100018!: x
First Name* !100019!: x
Site+ ! 26001!: x
Company*+ !11!: x
Status ! 7!: New
Impact* !100163!: 4-Minor/Localized
Urgency* !100162!: 4-Low
Priority !100164!:
Support Company* !100251!:


Thanks,


Marcelo Martinez
IT Change Management / Remedy Administration
IT Customer Care
Chevron Phillips Chemical Company, LP.
832.813.4262
832.381.7776

Notices:
This message is conveyed, and any use is expressly subject to the disclaimer 
found at the following url:
www.cpchem.com/forms/disclaimer1.asp



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Re: OT (Friday humor): Sometimes the humor is right in front of us.

[Smerz, Christian]

The SISS principle, Skeep It Simple Stupid

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Friday, June 07, 2013 10:13 AM
To: arslist@ARSLIST.ORG
Subject: OT (Friday humor): Sometimes the humor is right in front of us.

**
We gotter make sure we dun skeep 'em reel good.

[Inline image 1]

(In case the image doesn't come through, there's a filter in SRM 8.1 named 
SRD:SRD:SkeepStatusRules_110)
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inline: image001.png

Re: Approval Central Write Access Error

[Smerz, Christian]

That should be the case.  As has been recommended, check your submitter mode.

If the approval is an individual approval and the submitter mode is locked, 
then a read license is all that should be required.  However if the approval is 
a group approval and this individual is a member of the group with the 
appropriate functional role, then they will require a license.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hutcheson, Heather
Sent: Monday, April 08, 2013 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Approval Central Write Access Error

**
My understanding was an approver for a service request only needed a read 
license? I am using 7.6.04 SP 4.

Thank you,
Heather Hutcheson

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Ashish Pandey
Sent: Saturday, April 06, 2013 9:52 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Approval Central Write Access Error

**
Please check the submitter mode in your system.
Also, are you using ARS 7604 SP1 or ARS 7604 SP2 ?
I had come through the similar issue in my environment, which was resolved by 
upgrading ARS 7604 SP1 to ARS 7604 SP2.

Thanks,
Ashish Pandey

On Sat, Apr 6, 2013 at 7:27 PM, Karthik 
karthik...@gmail.commailto:karthik...@gmail.com wrote:
**
is the submitter mode in your system locked? if its is locked, you should not 
get this error. if its changeable, The user would need floating/fixed license

- Karthik

On 6 April 2013 18:21, kunal das 
kunalda...@gmail.commailto:kunalda...@gmail.com wrote:
**
Heather - This is a License error.. Check if you have enough licenses for your 
users.

Try removing and adding the fixed/floating licenses to this user and see if you 
get error.

Hope this helps.

Regards, Kunal

On Sat, Apr 6, 2013 at 4:22 AM, Hutcheson, Heather 
heather.hutche...@ga.commailto:heather.hutche...@ga.com wrote:
**
Good afternoon,

We are using 7.6.04 and the managers are receiving the attached errors when 
they click on approve. Does anyone know how to resolve this issue?

Your guidance is much appreciated.



Thank you,
Heather
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--
- Karthik
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Re: OT: An unexpected fork in the road...

[Smerz, Christian]

Whoever it is better have big feet, what with all the shoes comments on here ;)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Friday, April 05, 2013 6:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: An unexpected fork in the road...

Is someone taking his role?

Sent from my iPhone

On Apr 5, 2013, at 7:06, Danny Kellett danny.kell...@strategicworkflow.com 
wrote:

 David,

 Sad news and I hope whoever takes over your role understand the
 importance of having a dependable voice out there in the community.
 There were, and I am sure will continue to be, frustrating times when
 the product/BMC challenges us and I think you certainly added calm to that 
 storm.

 I always found your posts helpful and for that I thank you and wish
 you all the luck for the future.
 Danny

 Hi All,



  I watched the movie Moneyball a few nights ago.  Billy Beane
 (general manager for the Oakland A's) had advice for delivering bad
 news - just give it to 'em straight.  So here goes.



  As of April 5th, I'm no longer an employee of BMC Software, Inc.



  While my disclaimer has always stated that my participation in this
 group wasn't an official function for BMC, obviously this turn of
 events puts a significant kink in my continued involvement in the
 ARSList. :-) Note that this is in no way a result of the April Fool's 
 posting that I
 sent out... lest someone jump to an errant conclusion.   I won't be able
 to discuss any details of the situation, but you guys deserved to
 hear the news straight from the horse's a er... mouth.



  This has been an amazing 7 years of my career and all of you are the
 reason for that.  This is the most vibrant, animated and supportive
 group I've ever had the pleasure to be a part of.  I've met many of
 you in person, talked with even more in virtual space, but I feel
 like a part of a family with all of you.  I will truly miss the
 opportunity to represent the brand and products that you channel so
 much passion and positive energy towards.



   This E-mail address
 (david_eas...@bmc.commailto:david_eas...@bmc.com)
 will cease functioning, but I've created a new E-mail address
 (david_easter...@yahoo.commailto:david_easter...@yahoo.com) and
 subscribed to the list as a private citizen.  I'll continue to
 contribute what I can - just from a different vantage point.  So this
 isn't goodbye - just a change in the weather...



 -David J. Easter
 (Previously) Manager of Product Management, AR System

 The opinions, statements, and/or suggested courses of action
 expressed in this E-mail do not necessarily reflect those of BMC
 Software, Inc. My voluntary participation in this forum is not
 intended to convey a role as a spokesperson, liaison or public
 relations representative for BMC Software, Inc.

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Re: AREA LDAP 8.0 Configuration Issue

[Smerz, Christian]

Could it be case sensitivity?  How are they logging in?  What is the case they 
log in with vs. how they are configured?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops
Sent: Thursday, March 28, 2013 12:55 PM
To: arslist@ARSLIST.ORG
Subject: AREA LDAP 8.0 Configuration Issue

**
Could anyone provide any assistance with a problem that we are having in which 
we have successfully configured our AR users to login using their LDAP password 
but when they go into Remedy to work a ticket it tells them they have no right 
license.  The users are in the right groups if I turn of LDAP they can access 
the groups with no problem but once I turn it back on they receive the error.

Thanks in Advance

V/R
Abdul Baytops
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