Re: Change from Normal to Emergency Error

[kunal das]

Dear Mark,

Thank you for sharing the used case.

The behavior you noticed in 7.6.04 release of Change Management is a known
Defect *SW00438538*

You can reach out to BMC Customer support to get the hotfix. Also you may
want to check the knowledge article *000110366 *and test the hotfix
attached.

BMC Knowledge Article:
*https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000110366
<https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000110366>*

I hope this helps.

Regards,

Kunal Das

On Thu, May 26, 2016 at 7:29 PM, Brittain, Mark <mbritt...@navisite.com>
wrote:

> **
>
> Hi All,
>
>
>
> Running into a strange situation if a user attempts to update the
> Class/Change Timing from Normal to Emergency on an existing Change. ON save
> (modify) the Class gets set back to Normal and the user gets the following
> message ARWARN45538 This change request has been updated since it was
> opened and will be refreshed. Now if a user creates a Change with the Class
> as Emergency, that works fine. I have run the logs and been through all the
> workflow but can’t seem to find why this occurs.
>
>
>
> Any ideas/suggestions would be greatly appreciated.
>
> ARS 7.6.04 SP5
>
> ITSM 7.6.04 SP2
>
>
>
> Thanks
>
> Mark
>
>
>
> *Mark Brittain*
>
> Sr. Systems Engineer - ITSM
>
> ITILv3 Foundation, Continual Service Improvement
>
> *NaviSite, Inc. – A Time Warner Cable Company*
>
> mbritt...@navisite.com
>
> Office: 315.634.9337
>
> Mobile: 315.882.5360
>
> [image: navsig]
>
>
>
> --
>
> This E-mail and any of its attachments may contain Time Warner Cable
> proprietary information, which is privileged, confidential, or subject to
> copyright belonging to Time Warner Cable. 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, 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.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: Too many status in Change

[kunal das]

Hello Mark,

Yes this is absolutely possible and you should get much more than that in
7.6.04 and so as in 8.1/9.0.

The steps are simple yet effective, check this BMC Communities Pulse
Article

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow


I hope this helps

Regards, Kunal

On Wed, Oct 14, 2015 at 1:11 AM, Brittain, Mark 
wrote:

> **
>
> HI All
>
>
>
> As you know in the 7.6.04 Infrastructure Change there are 13 Status
> options. This is a big jump for a company that just moved from a custom 6.3
> environment where the Change has only 5. We’re not currently using
> approvals so this is just noise/added effort to work through a Change.  As
> such I have been asked to investigate reducing the number. However reading
> though the ITSM Admin Guide (pg 306) it specifically says “Do not modify
> the global best practice phases”. I would assume that disabling a OTB
> global counts as modifying so it seems like I am stuck.
>
>
>
> So if I only wanted Draft > Planning in Progress > Scheduled >
> Implementation in Progress > Completed > Closed is there a way to do that
> globally?
>
>
>
> Thanks
>
> Mark
>
>
>
> *Mark Brittain*
>
> Sr. OSD Systems Engineer
>
> ITILv3 Foundation, Continual Service Improvement
>
> *NaviSite, Inc. – A Time Warner Cable Company*
>
> mbritt...@navisite.com
>
> Office: 315.634.9337
>
> Mobile: 315.882.5360
>
> [image: navsig]
>
>
>
> --
>
> This E-mail and any of its attachments may contain Time Warner Cable
> proprietary information, which is privileged, confidential, or subject to
> copyright belonging to Time Warner Cable. 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, 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.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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

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

[kunal das]

Sure happy to help Rick!. If you are looking for expert advice on planning
an ITSM upgrade, then AMIGO program is here to help.

The *Assisted MIGration Operation* is a program designed to assist
customers with the planning of Remedy IT Service Management Suite upgrades.

Details: https://communities.bmc.com/docs/DOC-28417

To get started review the following KA404408
https://kb.bmc.com/infocenter/index?page=contentid=KA404408for further
program details.

Regards,

Kunal Das

Looking for that extra advantage?

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





Thanks, Kunal.

On Wed, May 6, 2015 at 10:52 PM, Rick Westbrock rwestbr...@24hourfit.com
wrote:

 **

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



 -Rick



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *kunal das
 *Sent:* Tuesday, May 05, 2015 10:04 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: How can I control Change Status transitions in Change
 (ITSM 7.0.3)?



 **

 Hello Rick,



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



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



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



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



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



 Hope this helps.


   Regards,



 Kunal Das



 Looking for that extra advantage?



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



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





 On Tue, May 5, 2015 at 8:20 PM, Rick Westbrock rwestbr...@24hourfit.com
 wrote:

 **

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



 -Rick



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



 **

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



 -Raj



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



 **

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



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



 This article The Pulse: BMC Remedy Change

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

[kunal das]

Hello Rick,

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

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

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

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

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

Hope this helps.

Regards,

Kunal Das

Looking for that extra advantage?

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

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


On Tue, May 5, 2015 at 8:20 PM, Rick Westbrock rwestbr...@24hourfit.com
wrote:

 **

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



 -Rick



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



 **

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



 -Raj



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



 **

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



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



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



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





 Regards,

 Rick



 *_*


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

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

 *If you reply to this email, your message will be added to the discussion
 below:*


 http://ars-action-request-system.1.n7.nabble.com/How-can-I-control-Change-Status-transitions-in-Change-ITSM-7-0-3-tp121685.html

 To start a new topic under ARS (Action Request System), email [hidden
 email] http:///user/SendEmail.jtp?type=nodenode=121688i=1
 To unsubscribe from ARS (Action Request System), click here.
 NAML
 http://ars-action-request-system.1

Re: Setting up sequential approvals within ITSM

[kunal das]

Hello Thomas,

The requirement you have is basically known as Level based approval system.

Steps:

1. Go to Application Admin Console  Custom Configuration  Change
Management  Approval  Approval Mappings

2. Open the form in new mode
3. Select the Approval Indicator* = Change
4. Phase Name = Say for example Review
5. Add the First and Last name of the Manager A and select the Level* = 0
6. Save
7. Follow the same steps till 5 as above for Manager B and select the
Level* = 1
8. Follow the same steps till 5 as above for Manager C and select the
Level* = 2

Expected Result: When the CRQ reaches the Review phase, Manager A as
approval will trigger. Once approved, then Manager B and then C..

Hope this helps.

Regards, Kunal

Looking for that extra advantage?

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

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



On Tue, Jun 24, 2014 at 2:00 PM, Anders, Thomas thomas.and...@atos.net
wrote:

 **
  Hello list,

 Is there an easy way to configure sequential approvers for a change within
 ITSM 7.6.03 Change Management?
 Example: Manager A approves à Manager B approves à Manager X approves à
 Change can go forward.

 I am currently overwhelmed by all the little triggers, buttons and options
 the system provides here, any tipps on where to configure this?

 Thanks,
 Thomas


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

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

Re: CRQ stuck at completed and Next Stage button is disabled

[Kunal Das]

You can get a custom designed form from BMC Support to unlock these CRQs that 
is related to the KB Rebecca pointed.

Kunal

Sent using iPhone

 On 31-Oct-2013, at 5:33 pm, Tauf Chowdhury taufc...@gmail.com wrote:
 
 **
 Better yet, create a panel and give only admins access to it. Put all these 
 fields including change request previous status and other notable ones in 
 there. That way, you don't have to keep modifying the form
 
 Sent from my iPhone
 
 On Oct 31, 2013, at 7:50 AM, Boyd, Rebecca boy...@wfu.edu wrote:
 
 **
 Danny,
 
 Per BMC  KA306013, open the Change Request form in Developer Studio. Unhide 
 the Active Approval field. Open up the errant Change Request, deselect Yes, 
 save the request. You should then be able to save it  move it forward. 
 Don't forget to re-hide the field.
 
 HTH,
 
 Rebecca
 
 
 
 
 On Wed, Oct 30, 2013 at 7:11 PM, Herrera, Danny dherr...@columbia.com 
 wrote:
 **
 We have a crq that is stuck at complete status and will not allow us to 
 close.  The next stage button is disabled and I cannot figure what needs to 
 be done to get moving.  Any ideas?
 
 We are running version 7.5 patch 003
 
  
 
 Danny Herrera
 
  
 
 _ARSlist: Where the Answers Are and have been for 20 years_
 
 
 
 -- 
 Rebecca Boyd
 Application Administrator
 Wake Forest University
 _ARSlist: Where the Answers Are and have been for 20 years_
 _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: CRQ stuck at completed and Next Stage button is disabled

[Kunal Das]

Danny open that CRQ in Change Interface form and try to close it.

Kunal

Sent using iPhone

 On 31-Oct-2013, at 4:41 am, Herrera, Danny dherr...@columbia.com wrote:
 
 **
 We have a crq that is stuck at complete status and will not allow us to 
 close.  The next stage button is disabled and I cannot figure what needs to 
 be done to get moving.  Any ideas?
 We are running version 7.5 patch 003
  
 Danny Herrera
  
 _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: Change Management

[kunal das]

Kathy thanks for your email.

With Infrastructure Change User access the user will be permitted to open,
query, submit and modify Infrastructure Change Requests.

So yes as mostly used practices Change User submits and fill in all the
related task for the developer in your organization.

When any CRQ needs to be performed it may have some tasks that the assigned
person (ex: Developer) needs to perform at a specific time period. Those
details should be available to the CM User by the development team in
advance with the person performing them.

Change Coordinator/Manager checks the Risk and drives the CRQ or in short
supersedes CM User.

The CRQ needs to be assigned to the CM Manager with the Coordinator, and
all the CM User needs is to write the details and submit on there behalf.
When the CRQ comes in Implementation, or if you have task phase enabled,
then the task gets activated for the Developer.

Hope this helps.

Regardss, Kunal


On Mon, Oct 28, 2013 at 7:42 PM, Kathy Morris kathymorris...@aol.comwrote:

 **

 Hi,

 ** **

 When a user has a change request within your organization,  does the
 Developer write up the CR for the user?

 My experience has always been the user writes up the request since it is
 their business requirement.  Normally the developer is assigned a task.
 Just curious how other business are handling Change Management.
 _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: Approval Error

[kunal das]

Rudra,

What version you are facing this error?
The behavior you have reported is a known Defect SW00410854 in 8.0.

You can reach out to BMC Support to get the fix.

Hope this helps.

Regards, Kunal


On Fri, Oct 18, 2013 at 2:49 PM, Rudra K rudra3...@outlook.com wrote:

 Hi Team,

 We are facing an error while approving any request through email.

 Error Sample:-
 a)   Instruction:
Instruction Number:0
Instruction Template:
Message Type:
Message Number: 4934
Message Text: The modify key in the incoming modify action
 email message is invalid. Make sure that the modify key
was not modified.
Appended Text:  2699629121

 ARERR 4934 The modify key in the incoming modify action email message is
 invalid. Make sure that the modify key was not modified. 

 Please sugesst solution ASAP.

 Thanks in advance.

 Rudra.




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


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

Re: Approver Mappings

[kunal das]

Sandra, there are couple of reasons why this could happen, and I see you
mentioned trying couple of things..

These issue generally stem in the approval process configuration you have
over there. If you are using custom approval process then try to use the
OOB approval process that comes with installation.

Is this happening to Normal, Standard, Latent or all of them? you can
narrow down by this..

If you are facing this problem with couple of CRQs then try to export them
and change the status and reimport to get rid of them.. However if this is
happening to all the CRQs you submit then check the Approval Process
Configuration.

Hope this helps.

-Kunal





Thanks, Kunal.


On Tue, Aug 6, 2013 at 1:19 AM, Hennigan, Sandra
sandra.henni...@usdoj.govwrote:

 **

 Windows 2008 r2

 Oracle 11g

 ARS 8.1

 ITSM 8.1

 ** **

 Change Management - “Pending state with the status reason of Approval
 Error”

 ** **

 When a Change Request Status is set to Pending and the Status Reason is
 Approval Error – is there a way to make the request actionable? Using the
 Process Flow Status ribbon, the user can slect “Resume”. The change appears
 to move to the next Status but it doesn’t.

 ** **

 I have found several reasons why the change may be “Pending state with the
 status reason of Approval Error” but nothing to recover the Change Request.
 Any assistance is appreciated.

 ** **

 ** **

 Thank you,

 ** **

 Sandra Hennigan

 Remedy Developer

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

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

Re: Has anyone ever tried this paramater? Select-Query-Hint: NOLOCK

[kunal das]

Sean,

Select-Query-Hint: NOLOCK

Queries on server group are designed to use NOLOCK hint.
But this should not cause the performance issue on DB and respectively to
AR server. Many uses this with more than five servers in server group.

It is just that Primary or any other server has changed its cachemode to 1
. This locks the cache until memory gets freedup.

So to avoid this make sure All the servers in server group have Cache mode
set to 0

Deadlocks occur when two transactions hold pages that the other transaction
is waiting for. Using the Select-Query-Hint parameter is an effective way
to control concurrence but it doesn't assure you the deadlocks won't happen
again and it will create inconsistency on some transactions reading data
not committed yet.

So overall no issues using this configuration.

I hope this helps.

Kunal


On Fri, Jul 12, 2013 at 1:55 AM, Garrison, Sean (Norcross) 
sean.garri...@fiserv.com wrote:

 **

 Just curious if anyone on the list has ever tried this parameter in the
 ar.conf?  

 ** **

 Select-Query-Hint: NOLOCK

 ** **

 If so what were your results?  Did you have any negative impact in prod?**
 **

 ** **

 Thanks,

 ** **

 Sean

 ** **

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

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

Re: Variable Task Template Types

[kunal das]

Variables are pieces of data (for example, in a change request or an entry
in the
parent object) that are passed to and from task groups and tasks, and into
flows in
TMS. Variable data can be generated automatically, or it can be supplied
manually by resources working on the task.

You creates variable templates that are used for mapping in to or out of
fields. Then, during the execution stage, these variables exchange data
between the task group, task, or flow at runtime.

Any task, task group, or flow can access any variable value. If no value
exists for a
variable, its value is returned as NULL.

If you have associated a Task Group -- Task Template -- Variable then
that Variable will always show in that Task Template for the Task Group
when using multiple times in a Change request.

For Example: The Variable you have mapped that is showing in the Data tab
of the Task that filed will be seen same for all the Tasks when using in a
Change Request.

Hope this helps.

Kunal


On Fri, Jun 7, 2013 at 8:59 PM, RozzT rosalin...@yahoo.com wrote:

 Hi Remedy Crew!

 We've created a variable task template with the template type = Global.

 Problem:
 The variable selection is not clearing-out.

 For instance:
 Working several CRQs that use the Group Task Template with the variable
 task.
 After entering the first CRQ, choosing the variable, the next CRQ that
 uses the same Group Task Template with the variable task, contains the
 previous variable selection.

 Thoughts?
 We're using Remedy 7.6.04

 Thanks


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


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

Re: RESPONE BUTTON - HOME PAGE GOOGLE CHROME

[kunal das]

Google Chrome is not a supported browser for Remedy product, the reason you
are noticing unexpected behavior. It may work with Hard cache delete but
that has not been tested.

Minimum Browser version
Firefox 3.5

The following additional browsers are supported.

Minimum Browser version Minimum Operating System version

Internet Explorer 7 (32  64-bit) -Windows XP (32 bit only) – includes
support for Vista [Enterprise, Business, Ultimate]
(32 or x64)  Windows 7 [Professional, Enterprise, Ultimate] (32 or x64)


Internet Explorer 6 - Windows 2003 (32 or x64), XP (32 bit only)

Safari 3.2.3 - Macintosh OS X 10.5

HTH

Regards, Kunal


On Fri, May 31, 2013 at 3:47 AM, Joe D'Souza jdso...@shyle.net wrote:

 **

 Have you tried flushing Chromes cache? And reloading the page, just in
 case there was a problem when initially loading the form?

 ** **

 Joe

 ** **
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Fazila Patel
 *Sent:* Thursday, May 30, 2013 4:39 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* RESPONE BUTTON - HOME PAGE GOOGLE CHROME

 ** **

 Hi

 ** **

 The response button on the ITSM home page when using Google Chrome is not
 showing.  It can be viewed when using Internet Explorer.  Any assistance
 would be appreciated.

 ** **

 [image: Description: EOH CMYK small]

 Fazila Patel

 Remedy Administrator

 EOH Managed Services PS

 ** **

 *tel:* +27 (10) 241 7107 | *cell:* +27 82 922 2322

 fazila.pa...@eoh.co.za name.surn...@eoh.co.za   |   www.eoh.co.za

 * *

  

 ** **

 *Consulting | Technology | Outsourcing*

 * *

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

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

Re: Missing CTM:People

[kunal das]

Install ITSM get CTM:People form.

User form comes with ARS Install - With Demo
People form comes with ITSM install - With Appadmin

HTH

Regards, Kunal




On Thu, May 30, 2013 at 12:55 AM, Kathy Morris kathymorris...@aol.comwrote:

 **

 Hi,

 ** **

 We did an AR System server install of 7.6.3 and we do not see the
 ctm:people form. 

 Received a successful install message. 
 _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: product categorizations in 7.6.04

[kunal das]

Mahmoud,

There are couple of things you can try:

1. From the Standard Configuration tab in the Application Administration
Console,
select the appropriate company.

2 Click the Create link next to Product Category.

The Product Category dialog box is displayed.

3 In the Product Category dialog box, optionally select the Product Type.
4 Select the configuration item (CI) type for which you are creating the
product category.
5 Select or enter values for the Product Categorization Tier 1, Tier 2, and
Tier 3 fields. As you populate each field, values become available in the
subsequent fields.

6 Enter a product name.

7 If you specify a product name, you must specify a manufacturer. Select a
manufacturer, or click New to add a manufacturer.
If you click New:

a In the New Manufacturer dialog box, enter a company.
b In the Status field, select Enabled.
c Click Save.

8 In the Product Category dialog box, select Enabled for the status.
9 Leave the Origin default as Custom.
10 If this product definition is a product suite definition, select Yes.
11 Select whether this product definition is just for the current company
or is to be used by all companies configured.

12 Click Add.
The product category is automatically related to the selected company and,
is available on other forms in the selected applications, such as the
Incident form.

13. Now you can also use Change Templates in the Categorization tab to use
the Product Categorization you created in the steps mentioned above as
a automation process.

Hope this helps.

Kunal


On Tue, Apr 23, 2013 at 9:32 PM, Mahmoud Mahdy-Mohamed, Vodafone Egypt 
mahmoud.mahdy-moha...@vodafone.com wrote:

 **

 Dears,

 Please, I need your support to help me to show “product categorizations”
 part when I create new “Change Request” in 7.6.04.

 ** **

 *Thanks,*

 *Best Regards,*

 * *

 *Mahmoud Mahdy Mohammed,PMP* | Business Process Automation*
 **Technology | Products  Services Delivery*
 *Phone:* +20(0)104999638 *
 Mail:* *mahmoud.mahdy-moha...@vodafone.commohamed.abdel-haf...@vodafone.com
 *

 ** **


 *

 The content of this document is classified as Vodafone Egypt S.A.E.
 Confidential and Proprietary Information.

 The recipient hereby is committed to hold in strict confidence the
 contents of this (e-mail, document, information) and not to disclose to any
 third party without the prior written consent of Vodafone Egypt S.A.E.
 Recipient will be held liable for any unauthorized disclosure.

 If you have received this message in error, please notify the sender by
 return e-mail and delete the message in its entirety, including any
 attachments.

 http://www.vodafone.com.eg


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

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

Re: Approval Central Write Access Error

[kunal das]

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.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.

 ** **

 [image: Description: cid:image001.jpg@01CE31EA.3E742370]

 ** **

 Thank you,

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

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

Re: Guidance for Change management

[kunal das]

Pavan - If you are looking for BMC released product document you can get to
know about Change Management and SRM from BMC Support Website under product
Documentation.

http://www.bmc.com/support/product-documentation/

Hope this helps

Kunal


On Thu, Mar 21, 2013 at 8:27 PM, Pavan Agrawal pavanagrawa...@gmail.comwrote:

 Hello,

 Can anybody please suggest me guide for BMC Remedy ITSM Change Management
 and SRM from very basic to advance


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


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

Re: Service Issue in Changes

[kunal das]

Mark - Check the Menu attached with the Change Request field Service*+ with
Incident Request CI+ field.. Compare the qualification I believe there is a
Defect with the behavior you reported. This has been carried till 8.0 as
far I know, you need to check with BMC and get the confirmation.

Hope this helps.

Kunal




On Wed, Mar 13, 2013 at 10:24 PM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi All,

 ** **

 I have a number of Service CI’s configured and these CI’s are “used by” an
 number of customers. In the Incident this populates the Service*+ menu
 correctly. On the Change I only get BMC_GLOBAL_DEFAULT_SVC in the Service*+
 menu.  When I look in the Asset Console this default CI has a status of
 “Ordered”  and all others have a status of “Deployed”

 ** **

 What am I missing?

 ARS 7.6.04 SP3

 ISTM 7.6.04 SP3

 ** **

 Thanks

 Mark 

 ** **

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

 ** **

 --
 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.
  _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: Service Issue in Changes

[kunal das]

Well the qualification needs to different reason the way that the Service
field behaves on the Incident form is different from the way that it
behaves in other BMC Remedy ITSM Suite applications. When you open the
selection menu associated with this field in other BMC Remedy ITSM Suite
applications, you see all of the available services. However, when you open
the selection menu associated with this field on the Incident form, you see
only those services that are related to the customer named in the Customer
field. The relationship can be made either with the user individually, or
with the user's company, organization, or department. This is done to help
the service desk analyst who is creating the incident request by limiting
the choices in the menu to only those that could apply to the incident
request.


Incident form:
==
== Menu related to 'Service' field: HPD:CustomerCIBusinessServiceONLY
== Menu based on AST:AssetPeople_AssetBase


Change form:

== Menu related to 'Service' field: CHG:SAI:ServiceCI-Q
== Menu based on AST:BusinessService

Like I said earlier there couple of Defects you need to check unless you
have made any changes on the CIs from Base Element form..

Kunal

On Wed, Mar 13, 2013 at 11:20 PM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi Kunal,

 ** **

 I just compared the menu on the Incident and the Change. Where they should
 be the same, they are completely different. 

 ** **

 Thanks

 Mark

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *kunal das
 *Sent:* Wednesday, March 13, 2013 1:15 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Service Issue in Changes

 ** **

 ** 

 Mark - Check the Menu attached with the Change Request field Service*+ with
 Incident Request CI+ field.. Compare the qualification I believe there is a
 Defect with the behavior you reported. This has been carried till 8.0 as
 far I know, you need to check with BMC and get the confirmation.

 ** **

 Hope this helps.

 ** **

 Kunal


 

 ** **

 ** **

 On Wed, Mar 13, 2013 at 10:24 PM, Brittain, Mark mbritt...@navisite.com
 wrote:

 ** 

 Hi All,

  

 I have a number of Service CI’s configured and these CI’s are “used by” an
 number of customers. In the Incident this populates the Service*+ menu
 correctly. On the Change I only get BMC_GLOBAL_DEFAULT_SVC in the Service*+
 menu.  When I look in the Asset Console this default CI has a status of
 “Ordered”  and all others have a status of “Deployed”

  

 What am I missing?

 ARS 7.6.04 SP3

 ISTM 7.6.04 SP3

  

 Thanks

 Mark 

  

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

  

 ** **
 --

 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.

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

 ** **

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


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

Re: AR Server installation fails on Windows 2008 R2 Server

[kunal das]

Manjari - I am not sure the default port number for InstallAnywhere
installs and this can be verified in the debug file by searching for
address=
There must be some other program that already has port number that is in
use as InstallAnywhere, so InstallAnywhere can't use it.

Find that other program and stop it so it releases the port, so
InstallAnywhere can run.

On Windows, the command netstat -ab shows a list of the connections with
the associated port and process

Hope this helps.

Kunal


On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha manjari.rem...@gmail.com
 wrote:

 **
 Hello,

 I am trying to install 8.1 on Windows 2008 R2 server and I get error
 InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008
 R2? I was able to run the install on my workstation without issue.

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

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

Re: AR Server installation fails on Windows 2008 R2 Server

[kunal das]

This should be InstallAnywhere debug.txt should be in your temp folder.

Kunal

On Fri, Mar 1, 2013 at 12:18 AM, Rajendra Shrestha manjari.rem...@gmail.com
 wrote:

 **
 Thank you for the quick response, Kunal where can I find this debug file,
 I looked for it in disk1 and could not find it.

 Manjari Shrestha
 301-529-9120



 On Feb 28, 2013, at 1:30 PM, kunal das kunalda...@gmail.com wrote:

 **
 Manjari - I am not sure the default port number for InstallAnywhere
 installs and this can be verified in the debug file by searching for
 address=
 There must be some other program that already has port number that is in
 use as InstallAnywhere, so InstallAnywhere can't use it.

 Find that other program and stop it so it releases the port, so
 InstallAnywhere can run.

 On Windows, the command netstat -ab shows a list of the connections
 with the associated port and process

 Hope this helps.

 Kunal


 On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha 
 manjari.rem...@gmail.com wrote:

 **
 Hello,

 I am trying to install 8.1 on Windows 2008 R2 server and I get error
 InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008
 R2? I was able to run the install on my workstation without issue.

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


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

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


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

Re: You do not have permission....(users complain)

[kunal das]

Mark - I am really surprised so see you are finding this feature and how
ITSM works is not really a good answer for you.

This is the most required in any organization you are really serious about
there data. Why an emplyee who works in Call Center should have access to a
HR ticket.. Why RD person should be able to access tickets of Support
person in any Enterprise..

You are noticing the concept of Multi-tenancy is a feature in BMC Remedy IT
Service Management suite (BMC Remedy ITSM suite) that enables you to
control which records and configuration data are exposed to a user, based
on the user’s permissions. User access is controlled through the Company
field, which can represent a company, business unit, or other group.

You can use both support company access and multi-tenancy to give support
companies (vendor companies or operational companies) limited access to
data in
another company.

Using restricted access for support companies,” describes how to configure
BMC Remedy ITSM suite so that tickets (such as incident requests and change
requests) can be assigned to support staff in a support company without
giving members of the support company access to other tickets for the
customer or contact company.

Without this you are exposing everything to everyone unless your
Company requirements do not have this. You are comparing 6.3 with 7.6.04
and that is a major release shift and comes with unique features that you
will come to know in coming days.

How ever I would leave you with this note that Multi tenancy in Remedy is
driven by certain core field like 112, and 60900 that governs Row Level
Security. You can work on them to stop this feature

Hope this helps.

Kunal


On Thu, Feb 28, 2013 at 3:10 AM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi All,

 ** **

 This winter we started moving to ITSM 7.6.04 from ARS 6.3 which completely
 custom applications. On the Incident and Change all of the fields had the
 Public permission. Anyone could update any Incident or Change regardless of
 assignment.

 ** **

 BMC designed ITSM to be much much more restrictive where you need to right
 Support Group and/or Functional Role to be able to modify an Incident or
 Change. So I am getting a lot of complaints from users about this.
  Incident is assigned to Joe, and Bill worked the issue and can’t
 update/close the Incident because he is not in Joe’s group.

 ** **

 That’s how ITSM works is not really a good answer. I need to be able to
 explain why. Is there a BMC/ITIL document or white paper that explains why
 the permissions are this why?

 ** **

 Thanks

 Mark 

 ** **

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

 ** **

 --
 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.
  _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: Tasks Assigned to Me are Read Only from Change Record

[kunal das]

Kevin - When you mentioned that user NOT  Change manger, implementer or
coordinator, then I expect he must have User or Viewer application
permission..

Now here couple of things you need to verify:

1. Is that user belongs to another group for which the CRQ - Coordinator
and Manager belongs?

2. Does he notice a message at the top of process flow bar that you are
entitled to view this CRQ?

3. If yes then that user do not have access to that CRQ that eventually not
allowing tyo edit the Task.

4. When this user is able to work on the Task from Overview console is he
opening the task from the CRQ from Overview Console? Or just from the task
directly.

5. As if that user has task permissions can check that..


However if the user can do not see the message in the CRQ that he is not
entitled to view the CRQ, or can access the task from CRQ from overview
console.. then this is a defect.

Hope this helps.

Kunal


On Fri, Feb 15, 2013 at 12:48 AM, Kevin Shaffer kevin_l_shaf...@hotmail.com
 wrote:

 **
 ARS 7.6.04  SP1
 ITSM 7.6.04 SP1

 All

 Person A is assigned to Task A.  Task A is related to a Change request.
 Person A is not a manger, implementer or coordinator of the change.  When
 Person A views the Task from the Change record, the Task is read only.  If
 Person A accesses the Task from the Overview Console, Person A can modify
 the Task.

 I believe this is working as designed.   My customer has said that BMC
 Support has told them this is a defect  and the task should be editable
 regardless of this the Task is accessed and it is resolved in SP4.

 I need to know if the aforementioned scenario is expected behavior or a
 defect.  I also need to know if it is expected behavior, what is the
 thinking behind locking the task from the change but allowing you to modify
 the task if you access it directly.   Finally, is there any documentation
 that states this functioanlity as I need to provide proof.  I have looked
 in the change and task user pdf and not seen anything.

 Thanks
 Kevin

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

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

Re: closed CRQ tasks in overview console

[kunal das]

You need to correct the application preference record:

1- Go to Application Preferences form
2- Select the Task Management Tab.
3- Click on the Task Status Dropdown list and select All Open Tasks
4- Save the Preference.
5- Flush the browser and midtier cache and ask customer to login again.

Test the issue again.

HTH

Regards, Kunal


On Wed, Feb 13, 2013 at 5:07 AM, Sanner, Lorraine lsan...@courts.az.govwrote:

 I've done this a dozen times and it never seems to stick; the closed Tasks
 keep coming back up.  Any advice?



 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
 Sent: Thursday, January 10, 2013 1:05 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: closed CRQ tasks in overview console

 If you mean the one that shows up by default when you log in, it is driven
 by the settings from the actual overview console. So from your app list, go
 to Foundation Elements Overview Console. The. On the left, go into the app
 preferences and set it. Then go back to the home page.

 Sent from my iPhone

 On Jan 10, 2013, at 3:03 PM, Bob Ellington bob.elling...@gmail.com
 wrote:

  Tauf, in 7.6.04, the general overview console, you only have selections
 like Assigned To All My Groups.  It shows open Inc, PBM, CRQ, TSK etc.
  But it is showing me the Closed (status reason Cancelled) tasks.  If those
 don't get out of the list then it could grow to have thousands of records
 in it.
 
  __
  _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
  Where the Answers Are, and have been for 20 years


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


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


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

Re: change moves automatically close after closing task

[kunal das]

Anand - You need to check following things:

1. Is this CRQ submitted by template or not?
2. If yes then you are using custom approval process... so check if you had
a approval mappings for that custom process.

3. If not then create a individual approval mapping for the standard close
down approval. and then test the issue again.

4. If the issue persists enable the approval debug log and look for the
error you see for the close down approval rule.

5. When ever you submit the CRQ, check the all approval/future approval
drop down and see if you if the close down approval is showing or not.

HTH.

Kunal



On Tue, Feb 12, 2013 at 8:49 PM, Pargeter, Christie :CO IS cparg...@lhs.org
 wrote:

 Just to validate you have mappings in your Approval form for Close down?

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Anandakumar L
 Sent: Tuesday, February 12, 2013 1:53 AM
 To: arslist@ARSLIST.ORG
 Subject: change moves automatically close after closing task

 Hi Team,

 We have an issue that when users try to update the Implementation phase
 task to close in CRQ staqe Scheduled or Implementation In Progress, the
 related CRQ automatically moves to close without getting the closedown
 approval even though it is defined for this phase. Please let me know what
 should be the issue?

 Version details are:

 Remedy version - 7.6.04 SP2

 ITSM version - 7.6.04

 Thanks,
 Anand


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


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


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

Re: Blank form displayed when using the client

[kunal das]

When you are saying a good percentage of users have reported on this blank
form.. I believe this is related to permission of the fields on the form or
so on..

Next Steps:
==
- Identify the user can reproduce this at every attempt.
- Create a user record mirroring exactly with that user.
- Now try to access the form with the new user you have created. Notice if
you can reproduce the problem.

- If yes, then you need to check which permissions are missing for that
user with the one who do not see the blank form.
- If new mirror user cant reproduce the issue, get the AL/Filter logs and
see if you notice any permission warnings in the logs.

Hope this helps.

Kunal




Thanks, Kunal.


On Thu, Feb 7, 2013 at 11:23 PM, Robert Heverley
robert.hever...@gmail.comwrote:

 ** Hello Listers,

 We have an issue where a good percentage of our users are seeing a blank
 form (no fields) when they open in search or submit. Has anyone else
 experienced this? What was the solution? Any direction will help!!

 This form is on a ARS 6.3 system..

 Thank you,
 Robert Heverley
 _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: Critical: Server Hung

[kunal das]

Vaibhav has provided the correct must have Overview performance hotfix..
However you need to check the people record of the users and based on the
application permission they have, you need to correct the application
preference record.. By default it has Yes for all the application under
Overview Console...

Check out this KA369356 for the hotfix.

Example: If a user has only Change User Permission.. he should not
be interested for SRM, Asset, Proble, Release, Incident.. We highly
recommend you to set No to all unwanted application in the overview
console through application preference settings..

90% of the overview performance issues are resolved with this
configuration, as Remedy perform a table scan when they open the overview
console...

Hope this helps.

Regards, Kunal




Thanks, Kunal.


On Tue, Feb 5, 2013 at 3:51 AM, vaibhav wadekar
wadekar.vaib...@gmail.comwrote:

 **

 conquery.jar

 ITSMCommonUtils.jar

 These are multi-threaded versions of the existing jar files so these need
 to replace the existing ones located in the pluginsvr\qry directory (i.e.
 C:\Program Files\BMC Software\ARSystem\pluginsvr\qry.

 You can test by extracting patch 04 installer and put this jar to your
 system to see if the problem resolved.

 Regards/Vaibhav


 On Mon, Feb 4, 2013 at 1:58 PM, ravi rai ravira...@hotmail.com wrote:

 **
 Kathy,
 Check with BMC Support. we faced this in 7604 SP2 and there was issue
 with Overview console.
 Overview console was single threaded. They provided a Jar file fix for
 the same


 Ravi


 --
 Date: Mon, 4 Feb 2013 13:52:12 -0800
 From: remedyr...@gmail.com
 Subject: Re: Critical: Server Hung
 To: arslist@ARSLIST.ORG


 **
 Kathy, how many rows are in the table referenced by the console?  I've
 seen this happen in some versions where the form doesn't get cleared, and
 the SQL queries bog the system down.

 Rick


 On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris kathymorris...@aol.comwrote:

 **

 Hi,

 ** **

 AR System 7.6.03 

 ITSM 7.6.04 SP1. 

 ** **

 The incident management console hangs and hoses the system when users
 access the  Incident Management Overview console.

 My understanding is that thru a row-level access query, users see the
 incidents for the group they are member of.

 If users are a part of many groups, however this can cause problems.

 How can we prevent this query from crashing the system to the point where
 our database is unresponsive.

 Are any others experiencing this performance issue?

 Any ideas on what we can do to get our system to a stable state?
  _ARSlist: Where the Answers Are and have been for 20 years_


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


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


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

Re: Overview Console not displaying

[kunal das]

ITSM 7.6.04 Overview Console is driven by plugins and not much on workflow.

You must look for APPQUERY java plugin that runs the Overview Console. As
per your last email I expect you have verified that Server-Connect-Name:
parameter is there in ar.cfg/conf file. As most of the issues been found
with incorrect Server-Name: and Server-Connect-Name: parameter in
ar.cfg/conf file.

Look for the APPQUERY java plugin that runs the Overview Console.

Example:

plugin
  nameREMEDY.ARDBC.APPQUERY/name
  typeFilterAPI/type
  codeJAVA/code
  filenameD:\Program Files\BMC
Software\ARSystem\pluginsvr\qry\conquery.jar/filename
  classnamecom.bmc.itsm.conquery.ardbc.conquery.Query/classname
  pathelement type=locationD:\Program Files\BMC
Software\ARSystem\pluginsvr\qry\conquery.jar/pathelement
  pathelement type=locationD:\Program Files\BMC
Software\ARSystem\pluginsvr\foundation_shared\ITSMCommonUtils.jar/pathelement
  pathelement type=pathD:\Program Files\BMC
Software\ARSystem\pluginsvr\qry/pathelement
  userDefined
server_nameserver-name-xxx/server_name
server_port8989/server_port
Private-RPC-Socket390685/Private-RPC-Socket
  /userDefined
/plugin

Also if you can make sure the Server-Name: and Server-Connect-Name:
parameter in ar.cfg/conf file are exactly same. Then restart the Ar Server
services... If this still doesnt resolve the issue, take the server group
out of equation and test the issue in stand alone application and midtier
server..

Hope this helps.

Regards, Kunal




On Wed, Dec 19, 2012 at 2:38 AM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi Kunal,

 ** **

 I think you may have hit on something. Keep forgetting this is a server
 group. First I checked the ar.config file and the Server Connect Name is
 present and correct. Next I checked the arjavaplugin.log and found the
 following entries

 ** **

 Vendor form: SHR:ARDBC_OverviewConsoletemplate has not been properly
 registered.

 ** **

 Now I guess the question is what to do about it?

 ** **

 Thanks

 Mark

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *kunal das
 *Sent:* Tuesday, December 18, 2012 3:30 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Overview Console not displaying

 ** **

 ** 

 1. If you are in server group then this could be the root cause for the
 Overview not working with plugins getting missed out.

 2. Look into the arjavaplugin.log and search for any specific error:

 Example: 

 *Caused by: ERROR (99020): Failed to retrieve Server-Connect-Name nor
 Server-Name from ar.cfg.; Check plugin log file for details*

 *at
 com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getException(PluginARUserConfig.java:219)
 *

 *at
 com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getUser(PluginARUserConfig.java:76)
 *

 *at com.bmc.itsm.conquery.ardbc.conquery.Query.init(Query.java:51)*

 3. If you see this error or anything related to Server Connect Name, then
 you need to open the ar.cfg/conf file and add the following parameter:

 ** **

 Server-Connect-Name: xxx-server-name

 4. Restart the AR Server.

 Hope this helps.

 ** **

 Regards, Kunal

 ** **



 

 On Tue, Dec 18, 2012 at 11:41 PM, Brittain, Mark mbritt...@navisite.com
 wrote:

 ** 

 Hi All,

  

 Interesting situation on my dev server. When I log on through a browser,
 the Overview Console displays but no Incidents or Changes are listed. If I
 go to the Incident or Change Consoles, they are there. No errors are
 encountered and the active link logs look the same between dev and prod. If
 not what checks can I see the differences?

  

 ARS 7.6.04 SP3

 ITSM 7.6.04 SP2

  

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

  

 ** **
 --

 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.

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

 ** **

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

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

Re: Overview Console not displaying

[kunal das]

1. If you are in server group then this could be the root cause for the
Overview not working with plugins getting missed out.

2. Look into the arjavaplugin.log and search for any specific error:

Example:

*Caused by: ERROR (99020): Failed to retrieve Server-Connect-Name nor
Server-Name from ar.cfg.; Check plugin log file for details*

*at
com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getException(PluginARUserConfig.java:219)
*

*at
com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getUser(PluginARUserConfig.java:76)
*

*at com.bmc.itsm.conquery.ardbc.conquery.Query.init(Query.java:51)*

3. If you see this error or anything related to Server Connect Name, then
you need to open the ar.cfg/conf file and add the following parameter:*
*


Server-Connect-Name: xxx-server-name

4. Restart the AR Server.

Hope this helps.


Regards, Kunal





On Tue, Dec 18, 2012 at 11:41 PM, Brittain, Mark mbritt...@navisite.comwrote:

 **

 Hi All,

 ** **

 Interesting situation on my dev server. When I log on through a browser,
 the Overview Console displays but no Incidents or Changes are listed. If I
 go to the Incident or Change Consoles, they are there. No errors are
 encountered and the active link logs look the same between dev and prod. If
 not what checks can I see the differences?

 ** **

 ARS 7.6.04 SP3

 ITSM 7.6.04 SP2

 ** **

 *Mark Brittain*

 Remedy Developer

 ITILv3 Foundation

 *NaviSite – **A Time Warner Cable Company*

 mbritt...@navisite.com

 Office: 315-453-2912 x5335

 Mobile: 315-882.5360

 ** **

 --
 This e-mail is the property of NaviSite, Inc. It is intended only for the
 person or entity to which it is addressed and may contain information that
 is privileged, confidential, or otherwise protected from disclosure.
 Distribution or copying of this e-mail, or the information contained
 herein, to anyone other than the intended recipient is prohibited.
  _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: Midtier problem for Approval central

[kunal das]

I assume when the user Approve or Reject any Approval related request from
Approval central it is throwing error for you.

Next Steps:

1. Can you open the Request example the Change Request from Change
Management Console and try to approve and reject, do you get the same error?

2. If yes then can you submit a new CRQ and try to approve/reject the same
from Approval central or from CRQ do get the error, if not then those old
CRQ has been corrupted due to the above reason you stated.

3. You need to open the form AP:Detail and search for the Change Request
with the Request ID (Please note Request ID is different for every Change
ID, get the Request ID in the Status history)

4. Go ahead and hit Global Approve and save the form.

Please Note: These steps are only when you are able to work on new approval
records and facing problem on existing one or the old ones..

Hope this helps

Kunal




Thanks, Kunal.



On Sat, Dec 15, 2012 at 4:31 AM, rajkiran Alle rajkiran...@yahoo.comwrote:

 Hi everyone,

 Last day our windows servers got messed up where AR system is installed
 and backed up fine. But in the midtier of Approval central we observed a
 error This action is not allowed on the selected requests, because the
 related process is
 inactive. (ARERR 46411).

 When i saw Approval server guide for this error it says this error occurs
 because of the 'Inactive state' in the 'AP:Process definition form but
 actually when i check there it looks fine. Can you give me some ideas how
 this error could be resolved.

 Thanks.


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


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

Re: WUT not functioning properly on Remedy ITSM 7.6.04

[Kunal Das]

Victor,

It's an expected behavior you are noticing as from 7.6.04 onwards User Tool do 
not support ITSM..

You need to use thin client web to access ITSM applications. You can refer 
documents for clarifications.

Kunal
---
Sent using iPhone

On 10-Nov-2012, at 4:12 PM, Victor vico...@gmail.com wrote:

 Hello Listers,
 
 I am new to Remedy ITSM 7.6.04 and yes, I know User Tool has been deprecated 
 but I want to find out if the problems I am experiencing are typical (or 
 maybe 
 someone found a workaround) or I am just doing something wrong.
 
 After logging in through WUT and clicking the Home Page link - I get the 
 image 
 shown in WUT_Home.png. The same thing happened when I tried to Asset 
 Management or Change Management Consoles.
 
 When I tried to access Atrium Core Console I recieved ARERR 9217 - however on 
 returning to the home page using the link provided by the error page I was 
 able to use the tool as normal.
 
 Is this a tool bug or expected behaviour? - Needless to say, the web client 
 is 
 functioning as expected.
 
 BMC Remedy User
 Version 7.6.04 SP2
 
 Best regards,
 
 Victor Olufowobi
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
 WUT_Home.PNG

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

Re: 8.0 quick reference -- where is it ?

[kunal das]

Vaibhav you rightly connected the dots.. Thanks for sharing this
information.

Regards, Kunal


On Thu, Oct 18, 2012 at 1:21 AM, vaibhav wadekar
wadekar.vaib...@gmail.comwrote:

 ** You can refer below URL for any specific Documentation


 https://docs.bmc.com/docs/display/public/ars8000/Locating+PDFs+and+white+papers+in+the+online+documentation

 if you need specific page, you might go to Browse  Advanced  PDF Export
  And Select the page that you would want to download as a PDF.

 Hope This helps.

 Regards/Vaibhav

 On Wed, Oct 17, 2012 at 8:08 AM, patrick zandi remedy...@gmail.comwrote:

 ** yeah, I found the 2000 page doc, I miss the master index too...
 and the search is not so good.. for me.. anyways



 On Wed, Oct 17, 2012 at 11:06 AM, Axton axton.gr...@gmail.com wrote:

 ** You can download the web based docs in pdf format.  The organization
 is pretty good.  I do wish that the site were broken into a set of pdf's
 instead of 1 giant pdf.  Splunk uses a similar interface/method of
 organization for it's documentation, but the pdf's are segmented.

 Axton

 On Wed, Oct 17, 2012 at 10:01 AM, patrick zandi remedy...@gmail.comwrote:

 ** I cannot seem to locate this doc, anyone know where it is..
 P.S -- I am not a fan of the web based docs.. at least yet..

 --
 Patrick Zandi
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_




 --
 Patrick Zandi
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are