Re: Modify All and 'Service*+' field on HPD:Help Desk

[Tomasiewicz, Mike (Information Technology)]

FROM BMC SUPPORT:



Modify all  will work for SERVICE field. If you want to update several records 
with the same SERVICE field value, this may not be possible with Modify All.

Because if you select the menu on SERVICE field it requires the Company or 
Customer field to be populated. And this is not same for multiple records.



The reported issue has been identified as a defect.

Please find the defect id SW00437134.


Thanks!

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify All and 'Service*+' field on HPD:Help Desk

**
Thanks Mark, Tauf and Mike - Mike - you wouldn't happen to have that defect 
number handy would you? :-)

On Thu, Nov 14, 2013 at 5:05 PM, Tomasiewicz, Mike (Information Technology) 
mailto:mike.tomasiew...@conagrafoods.com>> 
wrote:
**
BMC has opened a defect for this very issue.

Thanks!

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Tauf 
Chowdhury
Sent: Thursday, November 14, 2013 2:05 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Modify All and 'Service*+' field on HPD:Help Desk

**
Jase,
I think I remember that field being dependent on either the Customer Company 
field being populated or the actually customer itself in the qualification of 
that menu.

Sent from my iPhone

On Nov 14, 2013, at 2:55 PM, "Brittain, Mark" 
mailto:mbritt...@navisite.com>> wrote:
**
Hi Jase,

When you select the Service menu there is an active link 
HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field 
doesn't fill in the fields 20003, 303519300 the system no doubt assumes the 
user typed something in. Don't know what these fields are but you'll be able to 
find them in studio.

All I did to get this was to turn on active link logging and select from the 
Service Menu. Does this active link fire on mod-all? You may have to do some 
more digging, but hope this gets you started.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 1:57 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Modify All and 'Service*+' field on HPD:Help Desk

**
Hello All,
7.6.04 SP2

The Help Desk gets a large group of automatically generated Incidents with a 
generic Service of "automated ticket creation", they then need to do a modify 
all on these Incidents and assign en masse these Incidents with the correct 
assigned group, service, etc. All the rest of the fields appear to work fine 
with Modify All, but the 'Service*+' field gets the error "no entries in menu" 
after you select 'Modify All' and can't be modified en masse. Has anyone else 
seen this? I seem to remember something about 'Modify All' and certain fields 
with search menus. I thought one of you guys may remember and save me a few 
hours of research.

Thanks in Advance,
Jase
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Re: Modify All and 'Service*+' field on HPD:Help Desk

[Tomasiewicz, Mike (Information Technology)]

BMC has opened a defect for this very issue.

Thanks!

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, November 14, 2013 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Modify All and 'Service*+' field on HPD:Help Desk

**
Jase,
I think I remember that field being dependent on either the Customer Company 
field being populated or the actually customer itself in the qualification of 
that menu.

Sent from my iPhone

On Nov 14, 2013, at 2:55 PM, "Brittain, Mark" 
mailto:mbritt...@navisite.com>> wrote:
**
Hi Jase,

When you select the Service menu there is an active link 
HPD:INC:SErviceCI_10_OnCREATESet that does a set field. If the set field 
doesn’t fill in the fields 20003, 303519300 the system no doubt assumes the 
user typed something in. Don’t know what these fields are but you’ll be able to 
find them in studio.

All I did to get this was to turn on active link logging and select from the 
Service Menu. Does this active link fire on mod-all? You may have to do some 
more digging, but hope this gets you started.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Thursday, November 14, 2013 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Modify All and 'Service*+' field on HPD:Help Desk

**
Hello All,
7.6.04 SP2


The Help Desk gets a large group of automatically generated Incidents with a 
generic Service of "automated ticket creation", they then need to do a modify 
all on these Incidents and assign en masse these Incidents with the correct 
assigned group, service, etc. All the rest of the fields appear to work fine 
with Modify All, but the 'Service*+' field gets the error "no entries in menu" 
after you select 'Modify All' and can't be modified en masse. Has anyone else 
seen this? I seem to remember something about 'Modify All' and certain fields 
with search menus. I thought one of you guys may remember and save me a few 
hours of research.

Thanks in Advance,
Jase
_ARSlist: "Where the Answers Are" and have been for 20 years_


This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
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the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, 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.
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Re: Firewall AR System / DB

[Tomasiewicz, Mike (Information Technology)]

Personally I'd never suggest putting a firewall between the apps and databases. 
 You are just asking for trouble (and latency).  That being said, you may ask 
the security team to review the rule-base and see if they would be willing to 
place the rules governing your data flows towards the top of the configuration. 
 Most firewalls use a top-down approach for rule matching and having your rules 
at the top means they get processed a little faster.  This may help, and it may 
not.  Unless you can somehow influence the architecture you are at their mercy.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt
Sent: Friday, November 01, 2013 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Firewall AR System / DB

**
Hi,

Does anyone have experience with having a firewall between the AR Server and 
the database?  What are your thoughts with this architecture? Do businesses set 
up Remedy with a firewall between the AR Server and the database.  Our company 
says it's for security purposes.  We are having performance issues - however 
our company says it is not due to our architecture.
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Re: BMC Customer Support

[Tomasiewicz, Mike (Information Technology)]

I'd like to interject that everyone's mileage may vary when engaging support 
resources.  I also believe that support is doing a much better job than they 
have in the past.  That being said, I do not vouch for every person manning the 
desk, only my interactions.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Wednesday, October 02, 2013 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Customer Support

**
Someone was just telling me on the ARSlist that BMC Support had really made a 
turnaround and was doing much better. Kathy's email seems to indicate otherwise.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, October 02, 2013 11:05 AM
To: arslist@ARSLIST.ORG
Subject: BMC Customer Support

**
Hi,

Does anyone know who we can contact on a Sr. Management level at BMC regarding 
technical support?
We are not happy at all with the level of support we are receiving.
If you like, you contact me directly for any recommendations.

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Re: WWRUG13: Reduced room rate is almost gone

[Tomasiewicz, Mike (Information Technology)]

I'm hitching up the Airstream even as I type this.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, September 18, 2013 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13: Reduced room rate is almost gone

**
The revenue from the tv show will cover the cost of drinks and 55 gallon drums 
of sunscreen.  This thing pays for itself!

On Wed, Sep 18, 2013 at 12:29 PM, Howard Richter 
mailto:hbr4...@gmail.com>> wrote:
**
Sounds like it would be fun. A large number of geeks in the desert, that have 
not seen the sun for years trying to survive.

I can see a tv show out of it.

Hb

Sent from my iPhone 5

On Sep 18, 2013, at 12:05 PM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:
**
The hotel thing is becoming a real bummer man.  Maybe next year we should do it 
in Black Rock Desert... Burning Man style.  No hotel can contain us!  Viva La 
Remedy!

On Wed, Sep 18, 2013 at 8:17 AM, arslist 
mailto:arsl...@danielbloom.ca>> wrote:
**
Sigh, try going through the web site as stated before. If still no rooms, send 
me an off line email at d...@wwrug.com if you won't be 
able to easily attend without a room.
For some reason there were rooms on the web site that the front desk doesn't 
know about (and don't ask them why please). 
www.wwrug13.com and then go to reservations tab and 
click on the link.

That the hotel is almost sold out is no shock, as mentioned earlier they sold 
out last year too, and we are bigger this year.

Daniel

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard 
Richter
Sent: September 18, 2013 11:07 AM

To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13: Reduced room rate is almost gone

**
I just called and they are all gone. In fact (per the reservation desk) the 
hotel is almost full.

See you on the 30th.

hbr

Sent from one of Howard's iPads

On Sep 17, 2013, at 10:46 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
**
I'm not sure about today as I haven't tried today but on Saturday evening the 
186 rooms were all gone. Are they available again? The hotel reception asked me 
to check back this week to see if they get available again.


Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Tuesday, September 17, 2013 10:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13: Reduced room rate is almost gone

Sigh, Joe, haven't you even looked yet?
Lowest rate if it still shows up as $186.00 plus taxes. Next is $250.00 if 
those are all gone. Then you get to regular rates of $359.00+

Let me know off line if you can't get the room nights you want, although I just 
looked and Sept. 28 - Oct. 4th worked.
Still seems to be 3 left even though the room count went up. I think rooms are 
appearing out of thin air at this point, but that won't stop the system from 
closing our discount on Friday. You wouldn't believe how many twinkies I had to 
trade for that week!

Dan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: September 17, 2013 8:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13: Reduced room rate is almost gone

**

What are the reduced room rates looking like?



Joe


From: Action Request System discussion list(ARSList)o n Behalf Of 
d...@wwrug.com
Sent: Tuesday, September 17, 2013 4:34 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG13: Reduced room rate is almost gone

Friendly reminder, the time for the great room rate is almost gone for two 
reasons:


1)  They only extended it for one week until the end of Friday. There will 
be NO extension. Why? Read (2)

2)  The room block is almost entirely sold out, from what I can see there 
is 3 rooms left Tues-Thurs




If for some odd reason you haven't looked at the schedule, it is at 
www.wwrug13.com where you will see we are less than two 
weeks away from the Opening Reception!

I will now return you to your previously scheduled activities.

Dan
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Re: BMC Cloud

[Tomasiewicz, Mike (Information Technology)]

We are a cloud-based customer as well.  We have access to DEV and do all of our 
development work in that landscape.  We then submit an RFC (Request for Change) 
to the Remedy On Demand CAB to review/sign off on the change and migrate it 
through the remaining landscapes based on an agreed upon schedule.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, September 18, 2013 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Cloud

**
I have been told that you can make the changes in your development server and 
that BMC makes the change in production.
-Original Message-
From: Kathy Morris mailto:kathymorris...@aol.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Wed, Sep 18, 2013 2:57 pm
Subject: BMC Cloud
**
Hi,

We are using the cloud technology with BMC for ITSM applications.
When you have an Admin account – what changes can the Customer’s development 
team make to the application?
How does changes to Remedy applications work within the cloud?
BMC mentioned they make changes – however we want to make the changes ourselves.
Is this a situation where we have to quarrel about each change we want – how is 
this handled?
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Re: Incident Management Console showing wrong incidents

[Tomasiewicz, Mike (Information Technology)]

We created an application assignment rule for "Incident Owner" which defaults 
all tickets to our Service Desk.  This prevents those tickets from displaying 
in the originators queue after they have been transferred.  It also provides 
our service desk with access and views to all of the incidents.  Win-win.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas
Sent: Friday, September 06, 2013 2:24 AM
To: arslist@ARSLIST.ORG
Subject: Incident Management Console showing wrong incidents

Hi List,

our Incident console in ITSM 7.6.03 seems to show the wrong incidents. It also 
contains incidents that were previously assigned to the group of the user and 
then routed to another. This is only happening in Incident Management Console, 
but not in Overview Console.
Has anyone of you noticed the same behaviour and found a solution for it?

Regards,
Thomas

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Re: Categorizations

[Tomasiewicz, Mike (Information Technology)]

Kathy,

Is there a reason not to use the normalization engine from within the CMDB and 
leave the ADDM out-of-the-box categorizations alone?

You may box yourself into a corner regarding pattern updates and ADDM upgrades 
if you alter the existing TPLs.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, September 05, 2013 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Categorizations

**
Hi,

We are looking to use TPL to correct the name on Category, Type, Item for some 
assets discovered in ADDM.
About how long would this take to fix in ADDM using TPL? (1/2 hour, 1 hour, 2 
hours? )

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Re: OnDemand VPN connections

[Tomasiewicz, Mike (Information Technology)]

Yes, we use ADDM as well as Event Manager / BPPM to autogenerate numerous INC.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Singh
Sent: Wednesday, September 04, 2013 4:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: OnDemand VPN connections

On 9/3/13, Tomasiewicz, Mike (Information Technology) 
 wrote:
> I should have been more specific.  We have an always-on VPN B2B 
> connection with the BMC datacenters for our Remedy OnDemand instances.
>
> We decided to have our inbound mail hosted by BMC which alleviated 
> some of our MAPI challenges with our existing Exchange environment.


I am kind of hoping we can do *exactly* the same - long slog up bureaucracy 
mountain, starting with the struggle to get The Managers to understand VPNs and 
why we need a B2B always-on solution. ;-)

Do you use ADDM as well by any chance?

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Re: OnDemand VPN connections

[Tomasiewicz, Mike (Information Technology)]

I should have been more specific.  We have an always-on VPN B2B connection with 
the BMC datacenters for our Remedy OnDemand instances.

We decided to have our inbound mail hosted by BMC which alleviated some of our 
MAPI challenges with our existing Exchange environment.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Singh
Sent: Thursday, August 29, 2013 12:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: OnDemand VPN connections

Jason is correct - always-on, B2B VPN. We've got a meeting with a fellow from 
BMC next week, which hopefully falls on the days I'm not on leave, so I guess 
we'll see what they say. I was just curious if any other OnDemand customers has 
a persistent VPN - it seems there must be, there's no other way to (easily) 
handle incoming mail I should think.

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Re: Records in SLM:Measurement form are delayed

[Tomasiewicz, Mike (Information Technology)]

Try this ... straight from the smartest gal I've ever met at BMC.  :-)

1) increase the escalation threads to 8 minimum / 8 maximum

2) configure the SLM:EventSchedule:TAD_PollingEscalation to run in a separate 
escalation pool (either Pool 7) and modify it to run every minute rather than 
the out-of-box setting of every five mintes

3) configure these three escalations to run in their own escalation pool (Pool 
8)
SLM:ConfigReviewPeriod:Check
SLM:EventSchedule:TAD_PollingEscalation_Compliance
SLM:EventSchedule:TAD_PollingEscalation_InvalidateMeasurement

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of shashidhar M S
Sent: Thursday, August 29, 2013 5:06 AM
To: arslist@ARSLIST.ORG
Subject: Records in SLM:Measurement form are delayed

Hello Experts,

I am seeking your expertise with regards to an SLM issue.

Issue: When an incident is created, the active link 
INT:HPDSLM:INC:SLAStatus_150_Green is responsible for changing the color of the 
SLMDVF field to green. It looks for the value SLM Status = "Within The Service 
Target". The issue here is, the color change is getting delayed, say it takes 4 
to 5 minutes to turn green. On checking, the value for SLM Status on HPD:help 
Desk form  is blank for 4 to 5 minutes. Also the creation of corresponding 
entries on SLM:Measurement form are delayed. 

Request you to post your thoughts. Thanks

Best Regards,
Shashidhar

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Re: OnDemand VPN connections

[Tomasiewicz, Mike (Information Technology)]

Lisa, we use IPSEC VPN with Remedy On Demand and it works great.  Do you have 
any specific questions you need answered?

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Singh
Sent: Wednesday, August 28, 2013 6:36 AM
To: arslist@ARSLIST.ORG
Subject: OnDemand VPN connections

Any OnDemand customers out there by any chance?

We sort of in a position where we need a persistent connection between our 
network and our OnDemand environments.

I a cisco vpn client to access the tools servers currently, bu that requires a 
manual connect and disconnects if idle for a certain number of minutes.

We really  able to get ADDM data and email from a local server into Remedy we 
really need to have a persistent connection for that.

If there's any OnDemand customers out there, have you set up a permanent 
end-to-end VPN solution. Networking's not my strong suit but in past jobs we've 
done site-to-site IPsec VPNs on routers with no problems. Anybody done this 
sort of thing with OnDemand?

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Re: CIs in two different datasets, creating relationships and reconciling into Asset dataset

[Tomasiewicz, Mike (Information Technology)]

When you set up the reconciliation jobs you can adjust the weight of the 
attributes that exist so that, for example, one dataset provides the name and 
the other provides the IP address.  The key is to set up each dataset so that 
the attribute that makes them common exists in both datasets.  Otherwise 
reconciliation will just create 2 CIs, and that is not what you want at all.  ☺

Run the first recon job using DataSet A which creates the CI, then run the 
second recon job using DataSet B which merges the data in BMC.ASSET with the 
data from Dataset A.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, August 16, 2013 12:22 PM
To: arslist@ARSLIST.ORG
Subject: CIs in two different datasets, creating relationships and reconciling 
into Asset dataset

**
I have data coming from two different data sources for different CI Types.
(Ex: Computersystems in DataSet A,
   IPAddresses in DataSetB).
So I need to create relationships between them and eventually reconcile them 
into production dataset.

No issues with CIs because they can be in different datasets and we can have 
different reconciliation jobs to push them to production dataset.
How to handle relationships in this case. Is it allowed to
a) Create relationships between CIs in different datasets.
b) Does reconciliation engine/jobs support reconciling  relationships of CIs 
belonging  to different datasets?
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Re: Reconciliation Engine and New Records

[Tomasiewicz, Mike (Information Technology)]

I would try to debug the recon job itself.

>From the CMDB:Console (The old console) open the Reconciliation Manager tab, 
>then open settings and set the Logging Level to Debug.

Run the job and the log will show you every rule, substitution, and action it 
took against each CI from the sandbox.  I'm sure you'll find your answer in 
there.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, July 16, 2013 7:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation Engine and New Records

The reconciliationidentity value doesn't get generated until after it runs 
through Reconciliation.  For some reason, it just sits in the sandbox (there 
are no errors in the recon logs even after I set the logging to debug).

I guess I would like to go back to my original question, I'd like to follow the 
workflow (SQL, API Calls) when the recon engine runs the job so I can see 
exactly what is happening.  Why is it skipping these records?  Would it show 
that it's checking everything with a dataset of BMC.ASSET.SANDBOX and then let 
me know why it skipped it?  (by showing me the SQL query?).

Any assistance would be great.

Thanks!

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kiran Patil
Sent: Thursday, July 11, 2013 11:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation Engine and New Records

Hi Lisa, 

1- Are indentification ids getting generated for
manual created CI in sandbox?
2- If yes, copy reconID of any of manual created 
And search on BASE_Element form and check 
Check how many records your getting?
3- do you have any other datasource integrated
With cmdb to populate CI? 

Regards
Kiran 


On Thu, 11 Jul 2013 20:24:24 +0550, arslist@ARSLIST.ORG wrote:
> Yep, doing the debug now.  But if there are no errors, I'm not sure 
> what it's going to show me.
> 
> I'm going to check the logs in a few minutes and see what I can find.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
> Sent: Thursday, July 11, 2013 10:28 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Reconciliation Engine and New Records
> 
> **
> 
> Hi again Lisa,
> 
>  
> 
> Also, you may want to set your log level to "Debug" in the settings
> 
>  
> 
> 
> 
>  
> 
> Ryan.
> 
>  
> 
> From: Downing, Ryan
> Sent: Thursday, July 11, 2013 10:12 AM
> To: arslist@ARSLIST.ORG
> Subject: RE: Reconciliation Engine and New Records
> 
>  
> 
> Hi Lisa,
> 
>  
> 
> A couple of questions:
> 
>  
> 
> 1.   What is the ReconciliationIdentity value of the SANDBOX
> records? Is it a zero "0"  (If so.backup these records and then 
> delete them and retry running the job).
> 
> 2.   Does a BMC.ASSET record already exist for the  CI with the
same
> Name value or ReconciliationIdentity
> 
> 3.   Have you looked at the reconciliation log files in  directory>\ AtriumCore\Logssee if there is a merge or 
> directory>identification
> specific issue there (this should tell you something about each of the

> records having an issue)
> 
> 4.   Is the delete dataset active or Inactive
> 
>  
> 
> 
> 
>  
> 
> Regards,
> 
> Ryan.
> 
>  
> 
>  
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR 
> INFORMATION OPERATIONS
> Sent: Thursday, July 11, 2013 9:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Reconciliation Engine and New Records
> 
>  
> 
> **
> 
> Recon Engine is running, no errors, but when adding new records to 
> Asset Management, they are not moving over to the BMC.ASSET dataset, 
> they are stuck in the Sandbox.
> 
>  
> 
> I'd like to see what's happening so I believe I would turn on API and 
> SQL logging.  But when I turn this on for 5 or 10 minutes, there's 
> about
> 20,000 lines to wade through.
> 
>  
> 
> What am I looking for?  A simple SQL statement that's changing the 
> DatasetID field on the Base Element form from BMC.ASSET.SANDBOX to 
> BMC.ASSET?  (I can get the Base Element form id from AR Schema form 
> and search on that).
> 
>  
> 
> Checked Reconciliation Job Events table and everything looks good (no 
> errors).  The only thing I can see that's sort of weird is that in 
> Identification is modifies 198 records, but no merges (0) and no 
> deletes (0).
> 
>  
> 
> Lisa Kemes
> 
>  
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: AR System Searches Preference Error

[Tomasiewicz, Mike (Information Technology)]

Correction ... Login ID ... as Carl said previously.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, December 10, 2012 4:32 PM
To: arslist@ARSLIST.ORG
Subject: AR System Searches Preference Error

**
Good afternoon folks,

I'm running into a weird issue on ITSM and ARS 7.6.4 that I wanted to run past 
you all.  Basically, the user was experiencing an issue where they try to get 
to the Incident form, and the only thing they get is a grey screen on the Mid 
Tier.  The system isn't trying to load anything, the rest of the I.T. Home Page 
basically works, so the user can navigate elsewhere, they just can't open the 
Incident form in any fashion.

When I look at the logs on the Mid Tier, I saw this error:

Dec 10, 2012 4:17:48 PM - WARNING (com.remedy.log.SESSION) : (Thread 46) 
com.remedy.arsys.goat.aspects.IARUserSearchesServiceCacheAspect 
ajc$around$com_remedy_arsys_goat_aspects_IARUserSearchesServiceCacheAspect$1$181ba497
 Could not load searches from the previously loaded preference server 
REMEDYSERVERNAME for user USERHAVINGTHEISSUEon form HPD:Help Desk

That made me curious, as I haven't really looked into how the stored searches 
work so I found and opened up the AR System Searches Preference form.  There 
were a couple of records there, which I deleted.  After deleting them, the user 
could open the Incident screen with no problems.  When comparing the records 
with their username to records of searches performed by people who aren't 
having problems, I couldn't really detect a difference other than the case of 
the login name, which shouldn't matter on SQL Server.

Has anyone else seen this issue?  If so, what was the cause, and how did you 
permanently fix it?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: AR System Searches Preference Error

[Tomasiewicz, Mike (Information Technology)]

We've seen some "interesting" issues regarding the AR System User Preference 
form when the case of the username does not match.  In all cases, once I delete 
that record, the preference form is recreated in upper case and the users 
account functions normally.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, December 10, 2012 4:32 PM
To: arslist@ARSLIST.ORG
Subject: AR System Searches Preference Error

**
Good afternoon folks,

I'm running into a weird issue on ITSM and ARS 7.6.4 that I wanted to run past 
you all.  Basically, the user was experiencing an issue where they try to get 
to the Incident form, and the only thing they get is a grey screen on the Mid 
Tier.  The system isn't trying to load anything, the rest of the I.T. Home Page 
basically works, so the user can navigate elsewhere, they just can't open the 
Incident form in any fashion.

When I look at the logs on the Mid Tier, I saw this error:

Dec 10, 2012 4:17:48 PM - WARNING (com.remedy.log.SESSION) : (Thread 46) 
com.remedy.arsys.goat.aspects.IARUserSearchesServiceCacheAspect 
ajc$around$com_remedy_arsys_goat_aspects_IARUserSearchesServiceCacheAspect$1$181ba497
 Could not load searches from the previously loaded preference server 
REMEDYSERVERNAME for user USERHAVINGTHEISSUEon form HPD:Help Desk

That made me curious, as I haven't really looked into how the stored searches 
work so I found and opened up the AR System Searches Preference form.  There 
were a couple of records there, which I deleted.  After deleting them, the user 
could open the Incident screen with no problems.  When comparing the records 
with their username to records of searches performed by people who aren't 
having problems, I couldn't really detect a difference other than the case of 
the login name, which shouldn't matter on SQL Server.

Has anyone else seen this issue?  If so, what was the cause, and how did you 
permanently fix it?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: Basics of Collision Detection Tool config

[Tomasiewicz, Mike (Information Technology)]

Rose,

We are an OnDemand customer as well.  There is no configuration that I can 
find.  Collisions are based on the inclusion of CIs related to the change 
request.  Workflow within the module checks for CI collisions according to 
Scheduled Start and End Dates  and changes the color of the link to the 
Collision Detection form under Advanced Functions.

Click that link and the system displays the identified collisions and allows 
you to select it's disposition.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mancinelli, Rossella
Sent: Monday, December 10, 2012 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Basics of Collision Detection Tool config

**
I was wondering if someone could steer me in the right direction to get a 
little background
info. on how/where to configure the collision detection tool for Change Mgt.  
We're using ARS 7.6
Remedy on Demand.

Thanks in advance.

Regards,

Rose Mancinelli, ITIL | IT Service Governance (ITSG) - Change Management | 3200 
Highland Avenue, Downers Grove, IL 60515 | W: 630-737-3421 |  
rpmancine...@cvty.com |

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J
Sent: Monday, December 10, 2012 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: NOT merging a new record into BMC.Asset

**
Do not allow Auto Identification on the dataset to be merged.
 Original Message 
From: Joe mailto:hornetlo...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Dec 10, 2012 12:47 pm
Subject: NOT merging a new record into BMC.Asset

Hi all,



Our scenario:



Bringing in an external spreadsheet of 5 fields.  Once brought into the staged

dataset via AIE the records are normalized and reconciled into the BMC.Asset

Dataset.  We are utilizing Name to identify on in ComputerSystem.



Issue:Because this spreadsheet is completely human entered and not an export

from any system there is a chance of human error.  We would like to ensure that

if a Name is incorrectly input into the spreadsheet it is not reconciled into

the CMDB.



Question:  How to I exclude a record from reconciliation into BMC.ASSET if it

DOES NOT currently exist (from the staged dataset).



Thank you, have a great day.



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Re: ***Error: Number of tokens exceed the number of columns***

[Tomasiewicz, Mike (Information Technology)]

You may also want to try converting the file using the "dos2unix" command from 
within Linux.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis
Sent: Sunday, December 02, 2012 7:13 PM
To: arslist@ARSLIST.ORG
Subject: ***Error: Number of tokens exceed the number of columns***

I am trying to run an AIE CI Class Mapping Data Exchange in a Linux environment 
into the Monitor and ComputerSystem class (2 different loads). Every other 
record is skipped in the data exchange when I populate site information into my 
csv.  With the debugging enabled and apon examiniation i see the following 
information returned.

***Error: Number of tokens exceed the number of columns***

The site infromation is correct as it is identical for all the CI's I am 
adding, but every other record is skipped.  If i remove the site information 
from the csv, all the data goes in without issue.

Has anyone experienced this sort of issue before?

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Re: ADDM discovery of SNMPv3 Switches

[Tomasiewicz, Mike (Information Technology)]

Leonard,

The code used within ADDM for network discovery is based on the devices MIB 
tables.  Not all MIBs for all devices are configured.  This explains why ADDM 
knows it is a Cisco device (based on the MIB discovery) but not the details.  
Every month things get better and better with each new TKU release, but there 
are still devices that are unaccounted for.

I believe you can still open a ticket with BMC with the devices that are not 
"supported" and they can assist.

I do not believe the capability exists to utilize SSH to discover network 
devices.  Many of the building blocks are in place, but the patterns would have 
to be designed and implemented locally ... unless you can convince the product 
managers that this functionality is warranted.  :-)


.: Mike T :.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Leonard Johnson
Sent: Wednesday, November 14, 2012 2:44 PM
To: arslist@ARSLIST.ORG
Subject: ADDM discovery of SNMPv3 Switches

We are trying to discover Cisco switches that have SNMP3 turned on and its 
showing the switches as an unsupported device and doesnt create the device node 
in Discovery.  But when we click on the corresponding IP address, it knows that 
the device is a Cisco device (just unsupported) so its finding and recognizing 
it correctly as a Cisco device.

Has anyone come across this and have a solution?

Also, has anyone used SSH as a discovery method for switches/routers?  We 
currently use SSH to discover Unix/Linux devices but curious how to set up for 
network devices since we dont see in the configuration.

Thanks for any ideas.

Lj

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Re: IBRSD Modification

[Tomasiewicz, Mike (Information Technology)]

Thanks!  I’ll give that a shot.

.: Mike T :.

From: patchsk [mailto:vamsi...@gmail.com]
Sent: Wednesday, October 31, 2012 2:51 PM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Tomasiewicz, Mike (Information 
Technology)
Subject: Re: IBRSD Modification

I think you need to query base element by the Service CI name get and  push the 
ReconciliationID of the Service CI as well into HPD.

On Wednesday, October 31, 2012 12:27:35 PM UTC-7, Tomasiewicz, Mike 
(Information Technology) wrote:
**
Hello,

Looking for some assistance.  Remedy 7.6.04- IBRSD integration.

I’m trying to push the Service+ field through the workflow to match business 
rules we’ve put in place.

I’ve created overlays for the INT:STAGING form, overlayed the view form, 
created a new field, updated the push in the 
INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent_with_prod_cat`! (overlay) and 
INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent`! (overlay) filters with the 
new field value, and mapped to ServiceCI in the INT:STAGING form.

When I pull the trigger this is what my log tells me:

> /* Wed Oct 31 2012 13:37:21.8940 */  Filters:118> Checking "HPD:INC:ValidateServiceCI_086_E" (86)
  
--> Passed -- perform actions
  
 0: Message
  
   Please select a Service CI from the 
menu provided or search for a Service CI by pressing the CI search button.
  
  Error while performing filter action: Error 
1901093

Any ideas on how to convince the HPD:INC:ValidateServiceCI_086_E filter that 
the service I pushed is indeed a valid service? (It really is, I checked).

Thanks!


Michael Tomasiewicz, CISSP
Sr. System and Network Administrator   •  Enterprise Technology Services
7300 World Communications Dr, ETS-200   •  Omaha, NE  68122
402.240.3462
402.838.9977 (mobile)
mike.tomasiew...@conagrafoods.com

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IBRSD Modification

[Tomasiewicz, Mike (Information Technology)]

Hello,

Looking for some assistance.  Remedy 7.6.04- IBRSD integration.

I'm trying to push the Service+ field through the workflow to match business 
rules we've put in place.

I've created overlays for the INT:STAGING form, overlayed the view form, 
created a new field, updated the push in the 
INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent_with_prod_cat`! (overlay) and 
INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent`! (overlay) filters with the 
new field value, and mapped to ServiceCI in the INT:STAGING form.

When I pull the trigger this is what my log tells me:

> /* Wed Oct 31 2012 13:37:21.8940 */  Filters:118> Checking "HPD:INC:ValidateServiceCI_086_E" (86)
  
--> Passed -- perform actions
  
 0: Message
  
   Please select a Service CI from the 
menu provided or search for a Service CI by pressing the CI search button.
  
  Error while performing filter action: Error 
1901093

Any ideas on how to convince the HPD:INC:ValidateServiceCI_086_E filter that 
the service I pushed is indeed a valid service? (It really is, I checked).

Thanks!

 [cid:image001.png@01CD0C2C.BA777E20]   Michael Tomasiewicz, CISSP
Sr. System and Network Administrator   *  Enterprise Technology Services
7300 World Communications Dr, ETS-200   *  Omaha, NE  68122
402.240.3462
402.838.9977 (mobile)
mike.tomasiew...@conagrafoods.com

Food I love:  Slim Jim Dare "Really Freakin' Hot Habanero"

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prohibited.  If you are not the intended recipient, please contact the sender 
by reply email immediately and destroy the original and any copies of this 
e-mail.






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<>

Re: Bring back the ARSList MVP for 2013

[Tomasiewicz, Mike (Information Technology)]

Please keep the tradition alive.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Seiler
Sent: Wednesday, October 24, 2012 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bring back the ARSList MVP for 2013

** Yes!
please.
On Wed, Oct 24, 2012 at 10:12 AM, Sabyson Fernandes 
mailto:sebyr...@yahoo.com>> wrote:
**
Starting my voting once again. I Vote for keeping this tradition.

I am guilty of not voting this year but have done so in the past and will make 
sure I do so going forward



From: Dariusz Kuzara mailto:dariusz.kuz...@gmail.com>>
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 23, 2012 6:13 PM

Subject: Re: Bring back the ARSList MVP for 2013

**
Count me in as well. I promise to vote every year as long as I will be in 
Remedy business.

Darek

I voted this year, last year, and a few years sporadically before that.. But to 
keep it alive I promise to vote every year going forward for as long as I am in 
this little ARS world..

About 990 more responses to go! Buck up people!

Joe

-Original Message- From: Grooms, Frederick W
Sent: Tuesday, October 23, 2012 3:12 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Bring back the ARSList MVP for 2013

The fact that there have been over 400 different individuals posting to the 
list since July 1st (at least according to my ARS List email folder and a quick 
distinct query) and that small a number of votes is a sad commentary on people 
in general.

Let's keep it going people

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Tuesday, October 23, 2012 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
I just counted the number of votes again.
Using raw numbers of the number of registrations on the list,
1% voted. In other words, under 50 votes.

Let’s see if we beat that on comments about keeping it before you
get too excited about it returning.

The only reason I am ending it is because I think the level of voting reflects 
the level of interest;
and reflects that the arslist and participation in it is now for the most part 
taken for granted.

Activity on, and interest in, the actual list has not grown in the last couple 
of years, but certainly has not diminished either!

Keep Calm, Carry On.

Daniel
P.s. there were a lot of Hawaiin shirts, just there were so many attendees this 
year, 488 in fact

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: October 23, 2012 1:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
As I told LJ and the others in our midnight on discussion:
IF there is a really big, and by big I mean say, 10% of the list,
That sends emails or creates a really long thread about continuing it,
I might be convinced to bring it back.

But with 2.5% voting, although they usually reach the right conclusion,
It says to me that the ARSlist is a commodity now and there isn’t that much 
interest in
The Award.

To Clarify and somewhat repeat what I said at the conference:

There is no longer a separate session for the ARSlist Awards, it is part of an 
opening session dedicated to all awards

The ARSlist carries on, and for now as “just an email list”

Doing some Awards related to the ARSlist carries on
The ARSlist MVP Award  is now retired
I will be doing the 20th Anniversary of the ARSlist next year.

Twinkies and Hawaii shirts have a life of their own.
I will be throwing a wrinkle into that next year as well ☺

Dan

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tami Palacky
Sent: October 23, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**
Congrats LJ !!!
I hope you did a good job of convincing Dan continue with the awards.  i did 
vote and try to every year ... i dont do more on teh ARRList than read the 
posts everyonce in a while, but you do notice those that are helpful in the 
responses

-Original Message-
On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote:
**

You had it coming a long time!

Joe




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Re: Merge Settings

[Tomasiewicz, Mike (Information Technology)]

Kathy,

We set all of our RE log files to info unless we are troubleshooting a specific 
issue.

Mike

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, October 11, 2012 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Merge Settings

**
Hi,

CMDB 7.6.4
Should log files for the RE engine be set to "debug" as a standard?  Our log 
files are very large.  What should the setting be?

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Re: OT: Apache Tomcat

[Tomasiewicz, Mike (Information Technology)]

Roger,

Are you limiting returned results from your users, and denying unqualified 
searches?

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger
Sent: Monday, August 13, 2012 10:37 AM
To: arslist@ARSLIST.ORG
Subject: OT: Apache Tomcat

**
ARS 7.1 Patch 4 (Application)
Mid Tier - 7.6.4 Patch 2
SQL 2000
Windows 2003 (Application)
Windows 2008 (Mid Tier)

We have been having to restart Apache Tomcat 6.0 service just about once every 
3 - 4 weeks for the last couple of months. I am wondering if anyone can suggest 
what I can look to determine what may be wrong.

Thanks,

Roger Nall
Manager, SA Business Objects/Remedy
Desk: 972-464-3712
PCS: 973-652-6723
SA_Intake
SA Portal

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Re: Changing Support Group Group Names

[Tomasiewicz, Mike (Information Technology)]

We have had success with the Data Wizard and seen no adverse effects when 
renaming Support Groups.

.: Mike T :.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, June 06, 2012 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Support Group Group Names

Lyle is right.. it shouldn't as the field stores the ID and not the name..

However, that being said, I would look for OTB workflow as well as any 
customized workflow, that may be using the actual name in some calculation, 
that may be stored in some fields. I would be more cautious about customization 
as I would want to safely hope, that the OTB code was clean enough not to 
consider the actual names in its workflow..

I would also focus on reports and where reports get their group information 
from, and what is actually stored in those fields that reports get group 
information from..

Joe

-Original Message-
From: Lyle Taylor
Sent: Tuesday, June 05, 2012 6:01 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Changing Support Group Group Names

Doesn't that field actually store the group ID rather than the name?  If so, 
then it _shouldn't_ matter.  I customized our suite to make the group names 
match the support group names (caveat - I'm on an older version of the suite).  
We were not using any custom row-level security, but otherwise have not seen 
any issues with the change with the exception that the intermediate form 
between the support group and group (CTM:SYS-Access Permission Grps, I
think) has a 30 character limit on group name length, and CTM:Support Group is 
60.  We didn't make the one field larger, so that effectively limits our 
support group names to 30 characters.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Tuesday, June 05, 2012 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Changing Support Group Group Names

ARS 764 sp2

Does anyone know if changing the group name on a Group record that is related 
to a support group would cause issues with ARS/ITSM? We are using row level 
security (Field 112) on a few forms and having a 10 digit number show in the 
Assigned Group menu field is difficult to work with.

Thank you 

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Re: Limiting who can add users

[Tomasiewicz, Mike (Information Technology)]

We hid the button.

.: Mike T :.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 22, 2012 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Limiting who can add users

**
In the OOTB ITSM application, when an end user is creating an incident, instead 
of typing in the last name of the customer and pressing  to search the 
people records, we have users that will press the '+' icon and 'add' a new 
customer. This ends that a people record is created in a 'proposed' status for 
a user that is already in the system. The service desk then has to update the 
ticket with the 'real' customer and eliminate the proposed account. They then 
send a message to the user and slap their hands and say stop it.

We were wondering if there's a configuration that will disallow the ability for 
creating these new proposed people records by the normal end-users. We already 
manage user accounts on the back end and this becomes a nuisance.

Thanks.
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Re: CMDB Class Update Failed Error [ERROR 120028]

[Tomasiewicz, Mike (Information Technology)]

I am glad it worked!  Use the SyncUI utility to make the field available in the 
ITSM Suite, then use DeveloperStudio to unhide the new field and place it where 
you need it.  I'd do it this way to ensure that you allow the system to do 
anything it might need in order to sync everything up.

Good luck!!

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of sivarama velicheti
Sent: Tuesday, October 12, 2010 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Class Update Failed Error [ERROR 120028]

**
Hi Mike,

 It does work! I am able to add the field. Thanks for your help!! Now I 
was wondering if I need to use CMDB2Asset utility to add the field to the AST: 
form or may I directly go to the relevant forms in asset to add the field. I am 
assuming either way should work, but I would like to know the best practise.
Thanks
Shiva
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Re: CMDB Class Update Failed Error [ERROR 120028]

[Tomasiewicz, Mike (Information Technology)]

Hello ... we had a similar issue trying to add an attribute to the 
BMC_ComputerSystem class and it took a BMC support intervention to resolve.  
Somehow we did it wrong :|  ... oh, now I remember ... we used the Atrium Core 
Console  ;-)

You cannot edit the AST: for directly ... the attribute would not have a 
corresponding database entry point and you could not save any data in the field.

Did you use the CMDB Console to add the attribute or Atrium Core Console?

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of sivarama velicheti
Sent: Monday, October 11, 2010 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Class Update Failed Error [ERROR 120028]

**
Hi Guys,

  Thanks for your insights. But specifying an ID would lead to the same 
error. However when I reset the character field length (i.e. manually setting 
length of 254 instead of using the default) I am able to save the class. But 
when I go back to the BMC_ComputerSystem_ regular or the BMC_ComputerSystem 
join forms I am unable to see my newly added attribute. I am working on ARS 7.5 
version. The other question I would like to ask is can I add the fields 
directly to AST:Computer_System form which is my end goal without going through 
the class manager. I remember that I read somewhere that one should not modify 
the CMDB or the Asset forms manually, but should be done via the class manager. 
Any suggestions are highly appreciated.

Thanks
Shiva
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Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

[Tomasiewicz, Mike (Information Technology)]

Joe,

We were on 7.5 Patch 4, upgraded to Patch 5.  Working with BMC Support since 
clicking OK to try and resuscitate the Plugin Server.  So far it appears this 
particular "feature" of Patch 5 only affects Linux installs.  We are running 
SUSE 10.

The comment about treating patches with the same respect as upgrades, installs, 
etc. is dead-on.

Ultimately though, this "stuff" happens, and that's why we all have lower 
landscapes.

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Friday, July 09, 2010 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

**
Any word on why specifically they were recalled?

Mike, what version and patch are you on and what are the problems you are 
encountering?

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Tomasiewicz, Mike (Information 
Technology)
Sent: Friday, July 09, 2010 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
**
Too late for us, unfortunately ... my DEV server is a WRECK!

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, July 09, 2010 12:13 PM
To: arslist@ARSLIST.ORG
Subject: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

**
Hmm.  Just received a support announcement for "the withdrawal of AR System 
7.5.00 Patch 005 and 7.1.00 Patch 010."
Dave


Dave Shellman

Phone:  (717) 810-3687
Fax:(717) 810-2124
email:  dave.shell...@tycoelectronics.com

Tyco Electronics
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607
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Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

[Tomasiewicz, Mike (Information Technology)]

Too late for us, unfortunately ... my DEV server is a WRECK!

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Friday, July 09, 2010 12:13 PM
To: arslist@ARSLIST.ORG
Subject: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

**
Hmm.  Just received a support announcement for "the withdrawal of AR System 
7.5.00 Patch 005 and 7.1.00 Patch 010."
Dave


Dave Shellman

Phone:  (717) 810-3687
Fax:(717) 810-2124
email:  dave.shell...@tycoelectronics.com

Tyco Electronics
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607



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Re: CMDB Class Delete

[Tomasiewicz, Mike (Information Technology)]

Been there ... done that!  When I called BMC they were very helpful in 
resolving the problem.  The "fix" is to obtain a known-good .xml of the 
BMC_BaseElement class definition and, using the cmdbdriver utility, import the 
class to repair the damage.

Do you have another instance running where you can export the BaseElement class 
from?  If so, using cmdbdriver export the def as an xml file.  Try just 
exporting and importing the BMC_BaseElement Class, and overwriting on the 
import.

Contact me directly if you need assistance.

.:Mike:.
mike.tomasiew...@conagrafoods.com
(402) 240-3462

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Tuesday, November 24, 2009 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Class Delete

** What is this... "CMDB Nightmares" -- a new reality show on FOX?  8-)

I've done something similar -- mine was related to version mismatch though and 
classes stuck in pending.  BMC had me check some of the backend data, and use 
cmdbdriver to clean stuff up.  I don't have the specifics though.  I'll let 
someone more technically astute in the inner workings of the CMDB to advise.

Tony Worthington | Sr. Technical Analyst | Kohl's Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

From:

Frank Caruso 

To:

arslist@ARSLIST.ORG

Date:

11/24/2009 03:34 PM

Subject:

CMDB Class Delete

Sent by:

"Action Request System discussion list(ARSList)" 






ITSM 7.03
CMDB 2.1
SQL Server 2005

I accidentally deleted the Base Element class definition from the
Class Manager Console, not the actual form from the Admin tool.

I was adding a field to BaseElement and there were two entries on the
Class Manager Console, one Active and one Change Pending. The change I
was trying to make failed and in my tired state I highlighted the line
that was Active and deleted it! Fortunately the one that says Change
Pending is still there and from what I can tell looks just like the
one that was Active.

Everything appears to be OK but am now wondering if I can change the
status of the current Change Pending class definition record to Active
or have I caused more damage than I'm seeing?

Thank you

Frank

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If you are not the addressee, any disclosure, copying or distribution or use of 
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Re: Test post please ignore

[Tomasiewicz, Mike (Information Technology)]

Just verifying that we are indeed ignoring your test post.

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Monday, November 16, 2009 2:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore

**
Ahh.  I really wanted to ignore it. ;>{).

Dave


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Susan Palmer
Sent: Monday, November 16, 2009 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Test post please ignore
**
I think we need to verify for Bill the post did indeed work . :)

Susan
On Mon, Nov 16, 2009 at 1:53 PM, Shellman, David 
mailto:dave.shell...@tycoelectronics.com>> 
wrote:
If we ignore will you be able to know if they are working?

Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Clary, 
William M.
Sent: Monday, November 16, 2009 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Test post please ignore

I am testing my posts are working, please ignore.


Bill Clary

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Re: BMC Discovery

[Tomasiewicz, Mike (Information Technology)]

Kathy,

Yes.  Talk to your Unix admins and ensure that the account set up in discovery 
has the necessary rights and path variables set up in order to run the commands 
on the Unix servers to gather the information.

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Wednesday, October 07, 2009 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

**
Is anybody able to get the serial number from UNIX Solaris machines into BMC's 
Foundation Discovery?



In a message dated 10/6/2009 3:04:01 P.M. Eastern Daylight Time, 
tauf.chowdh...@frx.com writes:
**
OK. So after you are logged into the Discovery application, how are you setting 
up the discovery task for UNIX/LINUX?
Under Discovery method, are you using telnet or SSH? Are you providing 
credentials at some point?

It sounds like you are doing both a SNMP discovery and something else. The SNMP 
discovery would give you the hostname by doing a lookup on the IP.

Tauf Chowdhury
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Tuesday, October 06, 2009 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

**
I access discovery via Remote Desktop and we access Discovery via SSH.  I just 
log into a gui.bat, give my credentials.

Correction - we discover the Linux/Unix server but Discovery does not display 
the Chassis serial # and the Bios Serial #, the model, manufacturer.  The 
serial #  we receive is scrambled.



We receive the Name, Class Name,  Host Name,  via the Discovery tool.

In a message dated 10/6/2009 9:57:49 A.M. Eastern Daylight Time, 
david.da...@navy.mil writes:
Please keep in mind if you use Telnet your UNIX credentials are being sent 
unencrypted (in the clear and readable).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Monday, October 05, 2009 17:46
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery

What version are you on?

You should be able to see it when you set up a Discovery Task.

So back to my original question. does your UNIX team block telnet connections 
and only allow SSH?



Tauf Chowdhury

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779







From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Monday, October 05, 2009 5:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery



**

Yes



In a message dated 10/5/2009 5:12:40 P.M. Eastern Daylight Time, 
tauf.chowdh...@frx.com writes:

**

When you say BMC Discovery. are you talking about BMC Foundation/Topology 
Discovery?



Tauf Chowdhury

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779







From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Monday, October 05, 2009 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Discovery



**

Are you supposed to be able to discover UNIX and Linux with BMC Discovery?



In a message dated 10/5/2009 5:08:50 P.M. Eastern Daylight Time, 
tauf.chowdh...@frx.com writes:

**

How are you running the UNIX discovery? Are you using telnet or SSH? If 
you are using telnet and your UNIX admins have disabled that and only allow SSL 
connections, then you will not be able to discover those hosts.



Tauf Chowdhury

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779







From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Monday, October 05, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: BMC Discovery



**

We are on using BMC Discovery - and we are unable to discover Linux, 
UNIX server info - such as ip address, host name,  etc.   Is anyone else able 
to discover Linux and UNIX servers using BMC Discovery Tool?





Do we have our environment configured incorrectly?





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Re: ITSM 7 Incident Templates

[Tomasiewicz, Mike (Information Technology)]

Bingo!!  Ran into this one last week.  The user account must have a default 
group setup or the templates will be a no-show!

.:Mike:.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of SUBSCRIBE arslist Melissa
Sent: Wednesday, September 02, 2009 1:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Incident Templates

** Does your user have a default group set up?



From:

Shane Buchholz 

To:

arslist@ARSLIST.ORG

Date:

09/02/2009 01:47 PM

Subject:

Re: ITSM 7 Incident Templates

Sent by:

"Action Request System discussion list(ARSList)" 






**
I am creating templates from the App Admin Console.  My test users have Task 
User permissions.  One thing that looks a bit odd is that the 'Viewing 
Templates for Support Group' field on the 'Incident Template Selection' form 
shows up as display-only with "//" as the default for the field.  We have the 
option to select support groups from the drop-down menu, but none of them 
populate any of the created templates.  I have tried pulling logs, but no 
workflow seems to be firing when I select the group from this list.

Shane

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, September 02, 2009 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Incident Templates

**
Also remember when modifying incident templates, go in through the APP ADMIN 
CONSOLE > Custom Config. For some reason, opening the Incident Template form 
directly does funky things...
Make sure that you have all the support groups that should have access to it in 
 the Authored for Groups table. Also, if you have opened the form directly and 
modified records, make sure there are no duplicate entries.


Tauf Chowdhury
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz
Sent: Wednesday, September 02, 2009 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Incident Templates

**
I set this option in the initial setup, but still have no visibility.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, September 02, 2009 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Incident Templates

**
On the Authored For Groups tab the table at the bottom is the list of support 
groups that can see the template.




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz
Sent: Wednesday, September 02, 2009 10:51 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Incident Templates
**
I am running in to a problem that I am hoping someone might have a solution 
for.  I am trying to create templates for Incident Management, but none of them 
are visible after creation.  There are no issues during the creation process 
itself, but I have tried with multiple users, and nobody has visibility to use 
the templates.  I am supposed to be doing a demo of the templates in three 
hours.  Any help would be appreciated.

AR 7.1
ITSM 7.03
SQL 2005

Thanks,

Shane Buchholz
Systems Analyst II - Remedy
Information Services - Operations






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