SRM Enhancements
My customer has requested 2 customizations on the Request Entry Console. 1. When you hover a popular Knowledge Article, they want the Title of the KA to Display. It currently reads "Popular Knowledge Articles" Same thing with the Popular Requests. 2. The icons next to the popular Knowledge Article, they want to change depending on the Knowledge Type. So if it is a Decision Tree it has one icon, a Known Error a different icon, etc. Before I started digging into this to find the level of effort, I was wondering if anyone has already done either of these customizations and could point me in the right direction. Thanks Kevin -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Yes, that's the SQL server side log. Any application servers that are going to be processing them should have it turned on to have a comprehensive look. You should also include API logging to help identify what api calls are causing the sql to fire, and if possible, it would be best to turn on Filter as well to identify what filters are causing the sql to fire.anything that the Remedy server sends to the db should be logged in these logs. The turning on of the query hint would prevent an update to a form from stopping queries to the form from processing. On Tue, Mar 27, 2018 at 10:20 AM, Dinesh Kumar <guru...@gmail.com> wrote: > Hi Thad, > > We are using Oracle Database and the table row is getting locked by update > query. Its not getting released after that. > > DB team is saying there is no commit from application. > > Is there any way we can find what are all the SQL's issued by ARS to DB. > > Thanks, > Dinesh kumar. > > > On Tue, Mar 27, 2018 at 4:28 PM, Thad Esser <thad.es...@gmail.com> wrote: > >> Dinesh, >> >> Look into the Select-Query-Hint setting, which might help. Our issue >> manifested as ridiculously slow reports, which our DBAs said were because >> of row locking. This setting fixed that issue for us. I don't recall for >> sure, but there may have a been database setting to go along with that. We >> are on ARS/SRM/ITSM 8.1, with a SQL Server database. >> >> -Thad >> >> BMC Docs: >> == >> https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar. >> conf+options+S-Z >> Select-Query-Hint >> >> Text to use in a query hint in the WITH clause of a SELECT statement when >> queries are supplied to Microsoft SQL Server databases. This option works >> only for queries triggered by GLE,GLEWF, and GME API calls. If this option >> is an empty string or is not present, no WITH clause is generated. To >> determine the appropriateness of using this feature in your environment, >> consult your SQL Server documentation. This option is commonly used with a >> NOLOCK setting for allowing queries to execute without being blocked by >> simultaneous updates, thereby improving performance. For example, to allow >> SQL Server to read data being updated and avoid blocking, use this syntax: >> >> Select-Query-Hint: NOLOCK >> ====== >> >> On Mon, Mar 26, 2018 at 10:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: >> >>> Hi All, >>> >>> We are facing below issue in our environment which causes a higher >>> impact and Business critical. >>> >>> >>> >>> SRM Fulfillment requests are not getting generated. >>> >>> >>> >>> The requests are getting struck in the *CAI Events* form in the Running >>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). >>> >>> We could see that PDT’s are also not getting connected to the Service >>> Requests. (adding screenshot). >>> >>> >>> >>> >>> >>> We are getting time out errors in the plugin and ARERR logs for the >>> certain requests. >>> >>> >>> >>> *Error-1:* >>> >>> >>> >>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. >>> ERROR (94): Timeout during database query -- consider using more specific >>> search criteria to narrow the results, and retry the operation; >>> ATVIEUUSMS006:2000 ONC/RPC call timed out >>> >>> >>> >>> *Error-2:* >>> >>> >>> >>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. >>> (ARERR 552) >>> >>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact >>> >>> Process ID: 315236 >>> >>> Session ID: 411 Serial number: 60447 >>> >>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET >>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 >>> = 'PDT5704' >>> >>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE >>> 592) >>> >>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are >>> not able to create any request fulfillment after that. Then we need to >>> manually release. >>> >>> >>> >>> Has one faced this kind of issues. >>> >>> >>> Thanks, >>> >>> Dinesh kumar. >>> >>> -- >>> ARSList mailing list >>> ARSList@arslist.org >>> https://mailman.rrr.se/cgi/listinfo/arslist >>> >>> >> >> -- >> ARSList mailing list >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> >> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Hi Thad, We are using Oracle Database and the table row is getting locked by update query. Its not getting released after that. DB team is saying there is no commit from application. Is there any way we can find what are all the SQL's issued by ARS to DB. Thanks, Dinesh kumar. On Tue, Mar 27, 2018 at 4:28 PM, Thad Esser <thad.es...@gmail.com> wrote: > Dinesh, > > Look into the Select-Query-Hint setting, which might help. Our issue > manifested as ridiculously slow reports, which our DBAs said were because > of row locking. This setting fixed that issue for us. I don't recall for > sure, but there may have a been database setting to go along with that. We > are on ARS/SRM/ITSM 8.1, with a SQL Server database. > > -Thad > > BMC Docs: > == > https://docs.bmc.com/docs/display/public/ars81/ar.cfg+ > or+ar.conf+options+S-Z > Select-Query-Hint > > Text to use in a query hint in the WITH clause of a SELECT statement when > queries are supplied to Microsoft SQL Server databases. This option works > only for queries triggered by GLE,GLEWF, and GME API calls. If this option > is an empty string or is not present, no WITH clause is generated. To > determine the appropriateness of using this feature in your environment, > consult your SQL Server documentation. This option is commonly used with a > NOLOCK setting for allowing queries to execute without being blocked by > simultaneous updates, thereby improving performance. For example, to allow > SQL Server to read data being updated and avoid blocking, use this syntax: > > Select-Query-Hint: NOLOCK > == > > On Mon, Mar 26, 2018 at 10:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: > >> Hi All, >> >> We are facing below issue in our environment which causes a higher impact >> and Business critical. >> >> >> >> SRM Fulfillment requests are not getting generated. >> >> >> >> The requests are getting struck in the *CAI Events* form in the Running >> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). >> >> We could see that PDT’s are also not getting connected to the Service >> Requests. (adding screenshot). >> >> >> >> >> >> We are getting time out errors in the plugin and ARERR logs for the >> certain requests. >> >> >> >> *Error-1:* >> >> >> >> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. >> ERROR (94): Timeout during database query -- consider using more specific >> search criteria to narrow the results, and retry the operation; >> ATVIEUUSMS006:2000 ONC/RPC call timed out >> >> >> >> *Error-2:* >> >> >> >> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. >> (ARERR 552) >> >> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact >> >> Process ID: 315236 >> >> Session ID: 411 Serial number: 60447 >> >> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET >> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 >> = 'PDT5704' >> >> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE >> 592) >> >> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are >> not able to create any request fulfillment after that. Then we need to >> manually release. >> >> >> >> Has one faced this kind of issues. >> >> >> Thanks, >> >> Dinesh kumar. >> >> -- >> ARSList mailing list >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> >> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Dinesh, Look into the Select-Query-Hint setting, which might help. Our issue manifested as ridiculously slow reports, which our DBAs said were because of row locking. This setting fixed that issue for us. I don't recall for sure, but there may have a been database setting to go along with that. We are on ARS/SRM/ITSM 8.1, with a SQL Server database. -Thad BMC Docs: == https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options+S-Z Select-Query-Hint Text to use in a query hint in the WITH clause of a SELECT statement when queries are supplied to Microsoft SQL Server databases. This option works only for queries triggered by GLE,GLEWF, and GME API calls. If this option is an empty string or is not present, no WITH clause is generated. To determine the appropriateness of using this feature in your environment, consult your SQL Server documentation. This option is commonly used with a NOLOCK setting for allowing queries to execute without being blocked by simultaneous updates, thereby improving performance. For example, to allow SQL Server to read data being updated and avoid blocking, use this syntax: Select-Query-Hint: NOLOCK == On Mon, Mar 26, 2018 at 10:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: > Hi All, > > We are facing below issue in our environment which causes a higher impact > and Business critical. > > > > SRM Fulfillment requests are not getting generated. > > > > The requests are getting struck in the *CAI Events* form in the Running > status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). > > We could see that PDT’s are also not getting connected to the Service > Requests. (adding screenshot). > > > > > > We are getting time out errors in the plugin and ARERR logs for the > certain requests. > > > > *Error-1:* > > > > 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] > com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker > (BaseEventWorker.java:166) - CAI plugin failed to update error code of > event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. > ERROR (94): Timeout during database query -- consider using more specific > search criteria to narrow the results, and retry the operation; > ATVIEUUSMS006:2000 ONC/RPC call timed out > > > > *Error-2:* > > > > Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. > (ARERR 552) > > Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact > > Process ID: 315236 > > Session ID: 411 Serial number: 60447 > > Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET > C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 > = 'PDT5704' > > Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE > 592) > > SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are > not able to create any request fulfillment after that. Then we need to > manually release. > > > > Has one faced this kind of issues. > > > Thanks, > > Dinesh kumar. > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Dinesh, I've never been too much on the application side of thingsa quick filter log should show you what workflow is pushing to that form which might give you a better idea of 'why' :) On Mon, Mar 26, 2018 at 1:56 PM, Dinesh Kumar <guru...@gmail.com> wrote: > We are in ARS 8.1 SP1 and SRM 8.1. > > Why we are updating the SRM:ProcessDefinitionTemplate_Base form for every > service request creation ? > > Thanks, > Dinesh kumar. > > On Mon, Mar 26, 2018 at 9:48 PM, LJ LongWing <lj.longw...@gmail.com> > wrote: > >> You might try looking for an arexception.log fileif you are of a >> sufficient version and have it enabled, you might find information on how >> some of the calls are being generated and maybe even who. >> >> On Mon, Mar 26, 2018 at 1:45 PM, Dinesh Kumar <guru...@gmail.com> wrote: >> >>> Hi LJ, >>> >>> We are not able to find that update statement in the logs, its getting >>> captured in the AR Error logs only. Not sure from where its getting >>> triggered . >>> >>> Thanks, >>> Dinesh kumar. >>> >>> On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing <lj.longw...@gmail.com> >>> wrote: >>> >>>> Dinesh, >>>> Remedy does a 'BEGIN' at the beginning of an API call and does a >>>> 'COMMIT' at the end of an API callyou'll need to run some API/SQL logs >>>> on your server to help identify what processes are causing the blocking to >>>> occur at the DB level... >>>> >>>> Now, that could easily describe why #1 is occurringbut for #2, the >>>> db having blocking would not and should not cause the Remedy server to >>>> disconnect. That is being caused at the db level, possibly by killing a >>>> job causing the blocking, but it's not being caused on the Remedy side... >>>> >>>> On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar <guru...@gmail.com> >>>> wrote: >>>> >>>>> Hi LJ, >>>>> >>>>> DB team is saying this is boz of "TX - row lock contention". >>>>> "enq: TX - row lock contention" waits are generally related to the >>>>> application code being executed and do not indicate a problem with the DB >>>>> itself. >>>>> >>>>> The reason to this could be as the commit is still not issued , thus >>>>> the lock is still not released. Causing other queries to wait for the >>>>> lock. >>>>> >>>>> >>>>> When they check the segments where most amount of waits are spent we >>>>> could see that table T2457 takes about 95% of the time >>>>> >>>>> Thus all update queries running on table T2457 need to be checked by >>>>> the application team >>>>> >>>>> TX lock is an application coding, design and usage problem and can >>>>> ONLY be fixed by changing application code with more frequent and explicit >>>>> COMMIT statements and any other minor code changes. DBA team cannot >>>>> fix TX lock wait issues other than helping to identify the objects and >>>>> commands causing the waits. >>>>> >>>>> >>>>> Thanks, >>>>> >>>>> Dinesh kumar. >>>>> >>>>> >>>>> >>>>> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing <lj.longw...@gmail.com> >>>>> wrote: >>>>> >>>>>> Well, for #1, you are issuing a query to the db that's not returning >>>>>> in the 120 second timeoutfor #2 you are getting disconnected from the >>>>>> DBboth scenarios are pointing to a DB that is either overwhelmed, or >>>>>> under performing...I would highly recommend working with your DBA to >>>>>> figure >>>>>> out what's happening at the DB level first. >>>>>> >>>>>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> >>>>>> wrote: >>>>>> >>>>>>> Hi All, >>>>>>> >>>>>>> We are facing below issue in our environment which causes a higher >>>>>>> impact and Business critical. >>>>>>> >>>>>>> >>>>>>> >>>>>>> SRM Fulfillment requests are not getting generated. >>>>>>&
Re: SRM Fulfillment creation issue
We are in ARS 8.1 SP1 and SRM 8.1. Why we are updating the SRM:ProcessDefinitionTemplate_Base form for every service request creation ? Thanks, Dinesh kumar. On Mon, Mar 26, 2018 at 9:48 PM, LJ LongWing <lj.longw...@gmail.com> wrote: > You might try looking for an arexception.log fileif you are of a > sufficient version and have it enabled, you might find information on how > some of the calls are being generated and maybe even who. > > On Mon, Mar 26, 2018 at 1:45 PM, Dinesh Kumar <guru...@gmail.com> wrote: > >> Hi LJ, >> >> We are not able to find that update statement in the logs, its getting >> captured in the AR Error logs only. Not sure from where its getting >> triggered . >> >> Thanks, >> Dinesh kumar. >> >> On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing <lj.longw...@gmail.com> >> wrote: >> >>> Dinesh, >>> Remedy does a 'BEGIN' at the beginning of an API call and does a >>> 'COMMIT' at the end of an API callyou'll need to run some API/SQL logs >>> on your server to help identify what processes are causing the blocking to >>> occur at the DB level... >>> >>> Now, that could easily describe why #1 is occurringbut for #2, the >>> db having blocking would not and should not cause the Remedy server to >>> disconnect. That is being caused at the db level, possibly by killing a >>> job causing the blocking, but it's not being caused on the Remedy side... >>> >>> On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar <guru...@gmail.com> >>> wrote: >>> >>>> Hi LJ, >>>> >>>> DB team is saying this is boz of "TX - row lock contention". >>>> "enq: TX - row lock contention" waits are generally related to the >>>> application code being executed and do not indicate a problem with the DB >>>> itself. >>>> >>>> The reason to this could be as the commit is still not issued , thus >>>> the lock is still not released. Causing other queries to wait for the lock. >>>> >>>> >>>> When they check the segments where most amount of waits are spent we >>>> could see that table T2457 takes about 95% of the time >>>> >>>> Thus all update queries running on table T2457 need to be checked by >>>> the application team >>>> >>>> TX lock is an application coding, design and usage problem and can ONLY >>>> be fixed by changing application code with more frequent and explicit >>>> COMMIT statements and any other minor code changes. DBA team cannot >>>> fix TX lock wait issues other than helping to identify the objects and >>>> commands causing the waits. >>>> >>>> >>>> Thanks, >>>> >>>> Dinesh kumar. >>>> >>>> >>>> >>>> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing <lj.longw...@gmail.com> >>>> wrote: >>>> >>>>> Well, for #1, you are issuing a query to the db that's not returning >>>>> in the 120 second timeoutfor #2 you are getting disconnected from the >>>>> DBboth scenarios are pointing to a DB that is either overwhelmed, or >>>>> under performing...I would highly recommend working with your DBA to >>>>> figure >>>>> out what's happening at the DB level first. >>>>> >>>>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> >>>>> wrote: >>>>> >>>>>> Hi All, >>>>>> >>>>>> We are facing below issue in our environment which causes a higher >>>>>> impact and Business critical. >>>>>> >>>>>> >>>>>> >>>>>> SRM Fulfillment requests are not getting generated. >>>>>> >>>>>> >>>>>> >>>>>> The requests are getting struck in the *CAI Events* form in the >>>>>> Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT, >>>>>> TMS_OUT_GET_DATA). >>>>>> >>>>>> We could see that PDT’s are also not getting connected to the Service >>>>>> Requests. (adding screenshot). >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> We are getting time out errors in the plugin and ARERR logs for the >>>>>> c
Re: SRM Fulfillment creation issue
You might try looking for an arexception.log fileif you are of a sufficient version and have it enabled, you might find information on how some of the calls are being generated and maybe even who. On Mon, Mar 26, 2018 at 1:45 PM, Dinesh Kumar <guru...@gmail.com> wrote: > Hi LJ, > > We are not able to find that update statement in the logs, its getting > captured in the AR Error logs only. Not sure from where its getting > triggered . > > Thanks, > Dinesh kumar. > > On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing <lj.longw...@gmail.com> > wrote: > >> Dinesh, >> Remedy does a 'BEGIN' at the beginning of an API call and does a 'COMMIT' >> at the end of an API callyou'll need to run some API/SQL logs on your >> server to help identify what processes are causing the blocking to occur at >> the DB level... >> >> Now, that could easily describe why #1 is occurringbut for #2, the db >> having blocking would not and should not cause the Remedy server to >> disconnect. That is being caused at the db level, possibly by killing a >> job causing the blocking, but it's not being caused on the Remedy side... >> >> On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar <guru...@gmail.com> wrote: >> >>> Hi LJ, >>> >>> DB team is saying this is boz of "TX - row lock contention". >>> "enq: TX - row lock contention" waits are generally related to the >>> application code being executed and do not indicate a problem with the DB >>> itself. >>> >>> The reason to this could be as the commit is still not issued , thus the >>> lock is still not released. Causing other queries to wait for the lock. >>> >>> >>> When they check the segments where most amount of waits are spent we >>> could see that table T2457 takes about 95% of the time >>> >>> Thus all update queries running on table T2457 need to be checked by the >>> application team >>> >>> TX lock is an application coding, design and usage problem and can ONLY >>> be fixed by changing application code with more frequent and explicit >>> COMMIT statements and any other minor code changes. DBA team cannot fix >>> TX lock wait issues other than helping to identify the objects and commands >>> causing the waits. >>> >>> >>> Thanks, >>> >>> Dinesh kumar. >>> >>> >>> >>> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing <lj.longw...@gmail.com> >>> wrote: >>> >>>> Well, for #1, you are issuing a query to the db that's not returning in >>>> the 120 second timeoutfor #2 you are getting disconnected from the >>>> DBboth scenarios are pointing to a DB that is either overwhelmed, or >>>> under performing...I would highly recommend working with your DBA to figure >>>> out what's happening at the DB level first. >>>> >>>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> >>>> wrote: >>>> >>>>> Hi All, >>>>> >>>>> We are facing below issue in our environment which causes a higher >>>>> impact and Business critical. >>>>> >>>>> >>>>> >>>>> SRM Fulfillment requests are not getting generated. >>>>> >>>>> >>>>> >>>>> The requests are getting struck in the *CAI Events* form in the >>>>> Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT, >>>>> TMS_OUT_GET_DATA). >>>>> >>>>> We could see that PDT’s are also not getting connected to the Service >>>>> Requests. (adding screenshot). >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> We are getting time out errors in the plugin and ARERR logs for the >>>>> certain requests. >>>>> >>>>> >>>>> >>>>> *Error-1:* >>>>> >>>>> >>>>> >>>>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >>>>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >>>>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >>>>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following >>>>> exception. ERROR (94): Timeout during database query -- consider using >>>>> more >>>>> specific search criteria to narrow the resul
Re: SRM Fulfillment creation issue
Hi LJ, We are not able to find that update statement in the logs, its getting captured in the AR Error logs only. Not sure from where its getting triggered . Thanks, Dinesh kumar. On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing <lj.longw...@gmail.com> wrote: > Dinesh, > Remedy does a 'BEGIN' at the beginning of an API call and does a 'COMMIT' > at the end of an API callyou'll need to run some API/SQL logs on your > server to help identify what processes are causing the blocking to occur at > the DB level... > > Now, that could easily describe why #1 is occurringbut for #2, the db > having blocking would not and should not cause the Remedy server to > disconnect. That is being caused at the db level, possibly by killing a > job causing the blocking, but it's not being caused on the Remedy side... > > On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar <guru...@gmail.com> wrote: > >> Hi LJ, >> >> DB team is saying this is boz of "TX - row lock contention". >> "enq: TX - row lock contention" waits are generally related to the >> application code being executed and do not indicate a problem with the DB >> itself. >> >> The reason to this could be as the commit is still not issued , thus the >> lock is still not released. Causing other queries to wait for the lock. >> >> >> When they check the segments where most amount of waits are spent we >> could see that table T2457 takes about 95% of the time >> >> Thus all update queries running on table T2457 need to be checked by the >> application team >> >> TX lock is an application coding, design and usage problem and can ONLY >> be fixed by changing application code with more frequent and explicit >> COMMIT statements and any other minor code changes. DBA team cannot fix >> TX lock wait issues other than helping to identify the objects and commands >> causing the waits. >> >> >> Thanks, >> >> Dinesh kumar. >> >> >> >> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing <lj.longw...@gmail.com> >> wrote: >> >>> Well, for #1, you are issuing a query to the db that's not returning in >>> the 120 second timeoutfor #2 you are getting disconnected from the >>> DBboth scenarios are pointing to a DB that is either overwhelmed, or >>> under performing...I would highly recommend working with your DBA to figure >>> out what's happening at the DB level first. >>> >>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> >>> wrote: >>> >>>> Hi All, >>>> >>>> We are facing below issue in our environment which causes a higher >>>> impact and Business critical. >>>> >>>> >>>> >>>> SRM Fulfillment requests are not getting generated. >>>> >>>> >>>> >>>> The requests are getting struck in the *CAI Events* form in the >>>> Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT, >>>> TMS_OUT_GET_DATA). >>>> >>>> We could see that PDT’s are also not getting connected to the Service >>>> Requests. (adding screenshot). >>>> >>>> >>>> >>>> >>>> >>>> We are getting time out errors in the plugin and ARERR logs for the >>>> certain requests. >>>> >>>> >>>> >>>> *Error-1:* >>>> >>>> >>>> >>>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >>>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >>>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >>>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. >>>> ERROR (94): Timeout during database query -- consider using more specific >>>> search criteria to narrow the results, and retry the operation; >>>> ATVIEUUSMS006:2000 ONC/RPC call timed out >>>> >>>> >>>> >>>> *Error-2:* >>>> >>>> >>>> >>>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. >>>> (ARERR 552) >>>> >>>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact >>>> >>>> Process ID: 315236 >>>> >>>> Session ID: 411 Serial number: 60447 >>>> >>>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET >>>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 >>>> = 'PDT5704' >>>> >>>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE >>>> 592) >>>> >>>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are >>>> not able to create any request fulfillment after that. Then we need >>>> to manually release. >>>> >>>> >>>> >>>> Has one faced this kind of issues. >>>> >>>> >>>> Thanks, >>>> >>>> Dinesh kumar. >>>> >>>> -- >>>> ARSList mailing list >>>> ARSList@arslist.org >>>> https://mailman.rrr.se/cgi/listinfo/arslist >>>> >>>> >>> >>> -- >>> ARSList mailing list >>> ARSList@arslist.org >>> https://mailman.rrr.se/cgi/listinfo/arslist >>> >>> >> >> -- >> ARSList mailing list >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> >> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Dinesh, Remedy does a 'BEGIN' at the beginning of an API call and does a 'COMMIT' at the end of an API callyou'll need to run some API/SQL logs on your server to help identify what processes are causing the blocking to occur at the DB level... Now, that could easily describe why #1 is occurringbut for #2, the db having blocking would not and should not cause the Remedy server to disconnect. That is being caused at the db level, possibly by killing a job causing the blocking, but it's not being caused on the Remedy side... On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar <guru...@gmail.com> wrote: > Hi LJ, > > DB team is saying this is boz of "TX - row lock contention". > "enq: TX - row lock contention" waits are generally related to the > application code being executed and do not indicate a problem with the DB > itself. > > The reason to this could be as the commit is still not issued , thus the > lock is still not released. Causing other queries to wait for the lock. > > > When they check the segments where most amount of waits are spent we could > see that table T2457 takes about 95% of the time > > Thus all update queries running on table T2457 need to be checked by the > application team > > TX lock is an application coding, design and usage problem and can ONLY be > fixed by changing application code with more frequent and explicit COMMIT > statements and any other minor code changes. DBA team cannot fix TX lock > wait issues other than helping to identify the objects and commands causing > the waits. > > > Thanks, > > Dinesh kumar. > > > > On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing <lj.longw...@gmail.com> > wrote: > >> Well, for #1, you are issuing a query to the db that's not returning in >> the 120 second timeoutfor #2 you are getting disconnected from the >> DBboth scenarios are pointing to a DB that is either overwhelmed, or >> under performing...I would highly recommend working with your DBA to figure >> out what's happening at the DB level first. >> >> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: >> >>> Hi All, >>> >>> We are facing below issue in our environment which causes a higher >>> impact and Business critical. >>> >>> >>> >>> SRM Fulfillment requests are not getting generated. >>> >>> >>> >>> The requests are getting struck in the *CAI Events* form in the Running >>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). >>> >>> We could see that PDT’s are also not getting connected to the Service >>> Requests. (adding screenshot). >>> >>> >>> >>> >>> >>> We are getting time out errors in the plugin and ARERR logs for the >>> certain requests. >>> >>> >>> >>> *Error-1:* >>> >>> >>> >>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. >>> ERROR (94): Timeout during database query -- consider using more specific >>> search criteria to narrow the results, and retry the operation; >>> ATVIEUUSMS006:2000 ONC/RPC call timed out >>> >>> >>> >>> *Error-2:* >>> >>> >>> >>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. >>> (ARERR 552) >>> >>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact >>> >>> Process ID: 315236 >>> >>> Session ID: 411 Serial number: 60447 >>> >>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET >>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 >>> = 'PDT5704' >>> >>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE >>> 592) >>> >>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are >>> not able to create any request fulfillment after that. Then we need to >>> manually release. >>> >>> >>> >>> Has one faced this kind of issues. >>> >>> >>> Thanks, >>> >>> Dinesh kumar. >>> >>> -- >>> ARSList mailing list >>> ARSList@arslist.org >>> https://mailman.rrr.se/cgi/listinfo/arslist >>> >>> >> >> -- >> ARSList mailing list >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> >> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Hi LJ, DB team is saying this is boz of "TX - row lock contention". "enq: TX - row lock contention" waits are generally related to the application code being executed and do not indicate a problem with the DB itself. The reason to this could be as the commit is still not issued , thus the lock is still not released. Causing other queries to wait for the lock. When they check the segments where most amount of waits are spent we could see that table T2457 takes about 95% of the time Thus all update queries running on table T2457 need to be checked by the application team TX lock is an application coding, design and usage problem and can ONLY be fixed by changing application code with more frequent and explicit COMMIT statements and any other minor code changes. DBA team cannot fix TX lock wait issues other than helping to identify the objects and commands causing the waits. Thanks, Dinesh kumar. On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing <lj.longw...@gmail.com> wrote: > Well, for #1, you are issuing a query to the db that's not returning in > the 120 second timeoutfor #2 you are getting disconnected from the > DBboth scenarios are pointing to a DB that is either overwhelmed, or > under performing...I would highly recommend working with your DBA to figure > out what's happening at the DB level first. > > On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: > >> Hi All, >> >> We are facing below issue in our environment which causes a higher impact >> and Business critical. >> >> >> >> SRM Fulfillment requests are not getting generated. >> >> >> >> The requests are getting struck in the *CAI Events* form in the Running >> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). >> >> We could see that PDT’s are also not getting connected to the Service >> Requests. (adding screenshot). >> >> >> >> >> >> We are getting time out errors in the plugin and ARERR logs for the >> certain requests. >> >> >> >> *Error-1:* >> >> >> >> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. >> ERROR (94): Timeout during database query -- consider using more specific >> search criteria to narrow the results, and retry the operation; >> ATVIEUUSMS006:2000 ONC/RPC call timed out >> >> >> >> *Error-2:* >> >> >> >> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. >> (ARERR 552) >> >> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact >> >> Process ID: 315236 >> >> Session ID: 411 Serial number: 60447 >> >> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET >> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 >> = 'PDT5704' >> >> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE >> 592) >> >> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are >> not able to create any request fulfillment after that. Then we need to >> manually release. >> >> >> >> Has one faced this kind of issues. >> >> >> Thanks, >> >> Dinesh kumar. >> >> -- >> ARSList mailing list >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> >> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Totally doing this from memory but I’m pretty sure the reason is that the query is looking at the product catalog form and timing out. You can try to be more specific in your query or do some tuning on those tables. Sent from my iPhone > On Mar 26, 2018, at 2:03 PM, LJ LongWing <lj.longw...@gmail.com> wrote: > > Well, for #1, you are issuing a query to the db that's not returning in the > 120 second timeoutfor #2 you are getting disconnected from the DBboth > scenarios are pointing to a DB that is either overwhelmed, or under > performing...I would highly recommend working with your DBA to figure out > what's happening at the DB level first. > >> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: >> Hi All, >> >> We are facing below issue in our environment which causes a higher impact >> and Business critical. >> >> SRM Fulfillment requests are not getting generated. >> >> The requests are getting struck in the CAI Events form in the Running status >> for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). >> We could see that PDT’s are also not getting connected to the Service >> Requests. (adding screenshot). >> >> >> >> We are getting time out errors in the plugin and ARERR logs for the certain >> requests. >> >> Error-1: >> >> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] >> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker >> (BaseEventWorker.java:166) - CAI plugin failed to update error code of >> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. ERROR >> (94): Timeout during database query -- consider using more specific search >> criteria to narrow the results, and retry the operation; ATVIEUUSMS006:2000 >> ONC/RPC call timed out >> >> Error-2: >> >> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. (ARERR >> 552) >> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact >> Process ID: 315236 >> Session ID: 411 Serial number: 60447 >> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET >> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 = >> 'PDT5704' >> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE 592) >> >> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are not >> able to create any request fulfillment after that. Then we need to manually >> release. >> >> Has one faced this kind of issues. >> >> Thanks, >> Dinesh kumar. >> >> -- >> ARSList mailing list >> ARSList@arslist.org >> https://mailman.rrr.se/cgi/listinfo/arslist >> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: SRM Fulfillment creation issue
Well, for #1, you are issuing a query to the db that's not returning in the 120 second timeoutfor #2 you are getting disconnected from the DBboth scenarios are pointing to a DB that is either overwhelmed, or under performing...I would highly recommend working with your DBA to figure out what's happening at the DB level first. On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar <guru...@gmail.com> wrote: > Hi All, > > We are facing below issue in our environment which causes a higher impact > and Business critical. > > > > SRM Fulfillment requests are not getting generated. > > > > The requests are getting struck in the *CAI Events* form in the Running > status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). > > We could see that PDT’s are also not getting connected to the Service > Requests. (adding screenshot). > > > > > > We are getting time out errors in the plugin and ARERR logs for the > certain requests. > > > > *Error-1:* > > > > 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] > com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker > (BaseEventWorker.java:166) - CAI plugin failed to update error code of > event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. > ERROR (94): Timeout during database query -- consider using more specific > search criteria to narrow the results, and retry the operation; > ATVIEUUSMS006:2000 ONC/RPC call timed out > > > > *Error-2:* > > > > Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. > (ARERR 552) > > Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact > > Process ID: 315236 > > Session ID: 411 Serial number: 60447 > > Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET > C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 > = 'PDT5704' > > Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE > 592) > > SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are > not able to create any request fulfillment after that. Then we need to > manually release. > > > > Has one faced this kind of issues. > > > Thanks, > > Dinesh kumar. > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > > -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
SRM Fulfillment creation issue
Hi All, We are facing below issue in our environment which causes a higher impact and Business critical. SRM Fulfillment requests are not getting generated. The requests are getting struck in the *CAI Events* form in the Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA). We could see that PDT’s are also not getting connected to the Service Requests. (adding screenshot). We are getting time out errors in the plugin and ARERR logs for the certain requests. *Error-1:* 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker (BaseEventWorker.java:166) - CAI plugin failed to update error code of event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. ERROR (94): Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation; ATVIEUUSMS006:2000 ONC/RPC call timed out *Error-2:* Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. (ARERR 552) Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact Process ID: 315236 Session ID: 411 Serial number: 60447 Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 = 'PDT5704' Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE 592) SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are not able to create any request fulfillment after that. Then we need to manually release. Has one faced this kind of issues. Thanks, Dinesh kumar. -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Adding WorkLog on SRM Submit.
Hello Prajakta, The use case is honestly the culture around here. We have a website that was created in Remedy 7.x era that would basically create incidents for Help Request and mocked up "service request" The website would then put all the user inputs into work logs and that's how the support staff have been looking at tickets for years now. I haven't had time to work on this yet but I will eventually give it a go. It is currently setup using Summary and Notes fields as intended. From: ARSList <arslist-boun...@arslist.org> on behalf of Advant, Prajakta <prajakta_jo...@bmc.com> Sent: Wednesday, January 31, 2018 4:48 AM To: ARSList Subject: RE: Adding WorkLog on SRM Submit. Hi, I agree with Carl's suggestions. But would like to understand the use case of mapping such data in the Work info fields at the time of creation. Ideally, work info entries should be added once the request is created. --Prajakta From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 21:34 To: ARSList <arslist@arslist.org> Subject: Re: Adding WorkLog on SRM Submit. Carl, Thanks, that's the route I wanted to take and basically set a qualification to only do this on Self Service reported sources incase someone applies a template to a new incident and the notes fields has some instructions it wont copy over. I will give that a try From: ARSList <arslist-boun...@arslist.org> on behalf of Carl Wilson <carlbwil...@gmail.com> Sent: Tuesday, January 23, 2018 10:43 AM To: 'ARSList' Subject: RE: Adding WorkLog on SRM Submit. Hi, A couple of suggestions: * You can map the values into a Service Request field e.g. SR Type Field 1, and then once the Application ID is returned to the Service Request create the WI via custom workflow. * On creation of the Incident request, have workflow on the interface create form that copies over the notes field into the WI fields to create the WI on submission. Option 2 would be what I would suggest, it would only require a single Filter added to the Interface_Create form to perform this action and set the required WI fields on this form. -- Kind Regards, Carl Wilson From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 14:56 To: ARSList <arslist@arslist.org> Subject: Adding WorkLog on SRM Submit. Hello Listers, I am wondering if anyone can point me in the right direction, I have an SRD that creates an incident and I have the user inputs showing up in Summary of the Incident it creates an the notes field. I would like to have that same information instead show up as a worklog, I know at creation it cannot do that but was wondering if anyone has any insight on how I can achieve that. Thanks [Image removed by sender.]<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.avast.com_sig-2Demail-3Futm-5Fmedium-3Demail-26utm-5Fsource-3Dlink-26utm-5Fcampaign-3Dsig-2Demail-26utm-5Fcontent-3Demailclient=DwMFAw=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=FgItpn9wC4sfG-rcSok5fzxIti4N-hfK3OG3dpieb_A=ZKUahOWBt5QL4C-Z3OzQkAJecuTvjxXwa65oXrp0TpA=sbsM5Go62or-97Vymn9JT7y70-yZUqUzbyHvXdwYl_E=> Virus-free. www.avast.com<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.avast.com_sig-2Demail-3Futm-5Fmedium-3Demail-26utm-5Fsource-3Dlink-26utm-5Fcampaign-3Dsig-2Demail-26utm-5Fcontent-3Demailclient=DwMFAw=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=FgItpn9wC4sfG-rcSok5fzxIti4N-hfK3OG3dpieb_A=ZKUahOWBt5QL4C-Z3OzQkAJecuTvjxXwa65oXrp0TpA=sbsM5Go62or-97Vymn9JT7y70-yZUqUzbyHvXdwYl_E=> -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
RE: Adding WorkLog on SRM Submit.
Hi, I agree with Carl's suggestions. But would like to understand the use case of mapping such data in the Work info fields at the time of creation. Ideally, work info entries should be added once the request is created. --Prajakta From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 21:34 To: ARSList <arslist@arslist.org> Subject: Re: Adding WorkLog on SRM Submit. Carl, Thanks, that's the route I wanted to take and basically set a qualification to only do this on Self Service reported sources incase someone applies a template to a new incident and the notes fields has some instructions it wont copy over. I will give that a try From: ARSList <arslist-boun...@arslist.org> on behalf of Carl Wilson <carlbwil...@gmail.com> Sent: Tuesday, January 23, 2018 10:43 AM To: 'ARSList' Subject: RE: Adding WorkLog on SRM Submit. Hi, A couple of suggestions: * You can map the values into a Service Request field e.g. SR Type Field 1, and then once the Application ID is returned to the Service Request create the WI via custom workflow. * On creation of the Incident request, have workflow on the interface create form that copies over the notes field into the WI fields to create the WI on submission. Option 2 would be what I would suggest, it would only require a single Filter added to the Interface_Create form to perform this action and set the required WI fields on this form. -- Kind Regards, Carl Wilson From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 14:56 To: ARSList <arslist@arslist.org> Subject: Adding WorkLog on SRM Submit. Hello Listers, I am wondering if anyone can point me in the right direction, I have an SRD that creates an incident and I have the user inputs showing up in Summary of the Incident it creates an the notes field. I would like to have that same information instead show up as a worklog, I know at creation it cannot do that but was wondering if anyone has any insight on how I can achieve that. Thanks [Image removed by sender.]<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.avast.com_sig-2Demail-3Futm-5Fmedium-3Demail-26utm-5Fsource-3Dlink-26utm-5Fcampaign-3Dsig-2Demail-26utm-5Fcontent-3Demailclient=DwMFAw=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=FgItpn9wC4sfG-rcSok5fzxIti4N-hfK3OG3dpieb_A=ZKUahOWBt5QL4C-Z3OzQkAJecuTvjxXwa65oXrp0TpA=sbsM5Go62or-97Vymn9JT7y70-yZUqUzbyHvXdwYl_E=> Virus-free. www.avast.com<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.avast.com_sig-2Demail-3Futm-5Fmedium-3Demail-26utm-5Fsource-3Dlink-26utm-5Fcampaign-3Dsig-2Demail-26utm-5Fcontent-3Demailclient=DwMFAw=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=FgItpn9wC4sfG-rcSok5fzxIti4N-hfK3OG3dpieb_A=ZKUahOWBt5QL4C-Z3OzQkAJecuTvjxXwa65oXrp0TpA=sbsM5Go62or-97Vymn9JT7y70-yZUqUzbyHvXdwYl_E=> -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Adding WorkLog on SRM Submit.
Carl, Thanks, that's the route I wanted to take and basically set a qualification to only do this on Self Service reported sources incase someone applies a template to a new incident and the notes fields has some instructions it wont copy over. I will give that a try From: ARSList <arslist-boun...@arslist.org> on behalf of Carl Wilson <carlbwil...@gmail.com> Sent: Tuesday, January 23, 2018 10:43 AM To: 'ARSList' Subject: RE: Adding WorkLog on SRM Submit. Hi, A couple of suggestions: * You can map the values into a Service Request field e.g. SR Type Field 1, and then once the Application ID is returned to the Service Request create the WI via custom workflow. * On creation of the Incident request, have workflow on the interface create form that copies over the notes field into the WI fields to create the WI on submission. Option 2 would be what I would suggest, it would only require a single Filter added to the Interface_Create form to perform this action and set the required WI fields on this form. -- Kind Regards, Carl Wilson From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 14:56 To: ARSList <arslist@arslist.org> Subject: Adding WorkLog on SRM Submit. Hello Listers, I am wondering if anyone can point me in the right direction, I have an SRD that creates an incident and I have the user inputs showing up in Summary of the Incident it creates an the notes field. I would like to have that same information instead show up as a worklog, I know at creation it cannot do that but was wondering if anyone has any insight on how I can achieve that. Thanks [https://ipmcdn.avast.com/images/icons/icon-envelope-tick-round-orange-animated-no-repeat-v1.gif]<https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient> Virus-free. www.avast.com<https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient> -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
RE: Adding WorkLog on SRM Submit.
Hi, A couple of suggestions: * You can map the values into a Service Request field e.g. SR Type Field 1, and then once the Application ID is returned to the Service Request create the WI via custom workflow. * On creation of the Incident request, have workflow on the interface create form that copies over the notes field into the WI fields to create the WI on submission. Option 2 would be what I would suggest, it would only require a single Filter added to the Interface_Create form to perform this action and set the required WI fields on this form. -- Kind Regards, Carl Wilson From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M Candelaria Sent: 23 January 2018 14:56 To: ARSList <arslist@arslist.org> Subject: Adding WorkLog on SRM Submit. Hello Listers, I am wondering if anyone can point me in the right direction, I have an SRD that creates an incident and I have the user inputs showing up in Summary of the Incident it creates an the notes field. I would like to have that same information instead show up as a worklog, I know at creation it cannot do that but was wondering if anyone has any insight on how I can achieve that. Thanks --- This email has been checked for viruses by Avast antivirus software. https://www.avast.com/antivirus -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Adding WorkLog on SRM Submit.
Hello Listers, I am wondering if anyone can point me in the right direction, I have an SRD that creates an incident and I have the user inputs showing up in Summary of the Incident it creates an the notes field. I would like to have that same information instead show up as a worklog, I know at creation it cannot do that but was wondering if anyone has any insight on how I can achieve that. Thanks -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
SRM Triggers to AutoFill Field
SRM 8.1.02 I want to use a standard SRD not an AIF. One of my questions is Enter Start Date. I would like to have the End Date on my SRD automatically set to 4 hours after the Start Date. This doesn't appear possible with configuration using triggers or am I missing something? I know I can achieve the goal through customization, I just wanted to see if I was missing something and there was a way it can be done in configuration. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Srm AIF form
Have you set the field properties appropriately? Eg, Visible, appropriate permissions applied? If it’s on a panel, is the panel expanded/visible? Rosemary Ingrey | Remedy Technical Lead - ITSM Development | Ph: +61 (0) 466 015 419 |• rosemary.ing...@westpac.com.au<mailto:rosemary.ing...@btfinancialgroup.com> From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajat Sharma Sent: Friday, 29 September 2017 8:55 PM To: arslist@ARSLIST.ORG Subject: Re: Srm AIF form ** Yes, I did On Sep 29, 2017 2:04 PM, "Chris Jones" <chris.jo...@arameasoftware.com<mailto:chris.jo...@arameasoftware.com>> wrote: ** Hi Rajat, have you re-sync'd your mid-tier cache via the Mid-tier configuration tool? Regards, Chris On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma <rajatcome...@gmail.com<mailto:rajatcome...@gmail.com>> wrote: ** Hi Team, I am trying to add/modify existing fields in already created AIF. I am able to see the changes in dev studio but unable to see the changes in the SRM form in Mid tier. I also tried changing the backend mapping in the SRD questions and mapping sections but no help. Can you experts please let me know the exact steps to modify the existing backend mapping of SRD or any suggestions in this regards. Thanks, Rajat _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Chris Jones, Director Email: chris.jo...@arameasoftware.com<mailto:chris.jo...@arameasoftware.com> Cell: +44 (0)7756 919 818 UK: +44 203-514-3079 US: +1 321-710-7201 Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United Kingdom<https://maps.google.com/?q=207+Regent+Street,+London+W1B+3HH,+United+Kingdom=gmail=g> Company Registration Number: 08503253 VAT Number: GB171863492 www.arameasoftware.com<http://www.arameasoftware.com/> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Confidential communication Westpac Banking Corporation (ABN 33 007 457 141) Westpac Institutional Bank is a division of Westpac Banking Corporation ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Srm AIF form
Yes, I did On Sep 29, 2017 2:04 PM, "Chris Jones" <chris.jo...@arameasoftware.com> wrote: > ** > Hi Rajat, > > have you re-sync'd your mid-tier cache via the Mid-tier configuration tool? > > Regards, > > Chris > > > On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma <rajatcome...@gmail.com> > wrote: > >> ** >> Hi Team, >> >> I am trying to add/modify existing fields in already created AIF. I am >> able to see the changes in dev studio but unable to see the changes in the >> SRM form in Mid tier. I also tried changing the backend mapping in the SRD >> questions and mapping sections but no help. >> >> Can you experts please let me know the exact steps to modify the existing >> backend mapping of SRD or any suggestions in this regards. >> >> Thanks, >> Rajat >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > > -- > > *Chris Jones, *Director > > Email: chris.jo...@arameasoftware.com > > Cell: +44 (0)7756 919 818 > > UK: +44 203-514-3079 US: +1 321-710-7201 > > Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United Kingdom > <https://maps.google.com/?q=207+Regent+Street,+London+W1B+3HH,+United+Kingdom=gmail=g> > > Company Registration Number: 08503253 VAT Number: GB171863492 > > www.arameasoftware.com > _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: Srm AIF form
Hi Rajat, have you re-sync'd your mid-tier cache via the Mid-tier configuration tool? Regards, Chris On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma <rajatcome...@gmail.com> wrote: > ** > Hi Team, > > I am trying to add/modify existing fields in already created AIF. I am > able to see the changes in dev studio but unable to see the changes in the > SRM form in Mid tier. I also tried changing the backend mapping in the SRD > questions and mapping sections but no help. > > Can you experts please let me know the exact steps to modify the existing > backend mapping of SRD or any suggestions in this regards. > > Thanks, > Rajat > _ARSlist: "Where the Answers Are" and have been for 20 years_ -- *Chris Jones, *Director Email: chris.jo...@arameasoftware.com Cell: +44 (0)7756 919 818 UK: +44 203-514-3079 US: +1 321-710-7201 Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United Kingdom Company Registration Number: 08503253 VAT Number: GB171863492 www.arameasoftware.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Srm AIF form
Hi Team, I am trying to add/modify existing fields in already created AIF. I am able to see the changes in dev studio but unable to see the changes in the SRM form in Mid tier. I also tried changing the backend mapping in the SRD questions and mapping sections but no help. Can you experts please let me know the exact steps to modify the existing backend mapping of SRD or any suggestions in this regards. Thanks, Rajat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Cisco/Newscale Request Centre to SRM
Hello listers, Has anybody worked on migrating from Cisco Prime Service Catalog(originally Newscale Request Center) to BMC SRM? Regards, Maheshwari L Sent from BlueMail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Non USD currency in SRM
Did you have at currency ratio defined ? Regards, Vaibhav On Wed, May 25, 2016 at 9:02 PM Rod Harris <r...@smapps.com.au> wrote: > ** > Hi All, > > I'm using SRM in ITSM 9.1 and I'm finding I get a null pointer violation > whenever I change the price of an item from USD to some other currency. The > SRD won't save unless the currency is USD. > > Has anybody else found the same? > > I have a workaround in that I adjust the filters checking for a change in > price to ignore that and then I can save the SRD. > > I suspect this may be an issue with version 9 and 9.1 of ARS but I'm > interested in other's thoughts. > > Thanks, > > Rod > _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"
Non USD currency in SRM
Hi All, I'm using SRM in ITSM 9.1 and I'm finding I get a null pointer violation whenever I change the price of an item from USD to some other currency. The SRD won't save unless the currency is USD. Has anybody else found the same? I have a workaround in that I adjust the filters checking for a change in price to ignore that and then I can save the SRD. I suspect this may be an issue with version 9 and 9.1 of ARS but I'm interested in other's thoughts. Thanks, Rod ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Internal Usage articles getting visible in the SRM Console for END USERS
Hi Team, We have an article for which Internal Usage is Set to YES, that article is getting visible in SRM Entry console for END USERS/SRM USERS which is not expected. Kindly suggest how the issue can be fixed! Regards, -Babajan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: SRM Group Approval Issue
Please check if the approval chain configured for the Group approval has the correct qualification and references. That will help you track down the issue. Regards, Chetan Shinde On Wed, Feb 10, 2016 at 7:43 AM, babajan baig <moghul.b...@gmail.com> wrote: > ** > Hello Team, > > We are facing an issue with SRM Group Approval issue. Below are the > details about the issue: > > 1. SRD is configured with Approval Type = Group and selected the Support > Group > 2. There are a few people having request approver functional role under > the Support Group. > 3. When the request is Submitted, Request Status goes to Waiting Approval > but unable to see the Approvers list/under the Approvals Tab. > > We have tried with different support groups as well but not working. > > Kindly Suggest how we can fix this issue. > _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: SRM Group Approval Issue
Hello Chetan, There are no approval chains configured. SRD approval type is set to Group but not CUSTOM.. Regards, -Babajan. On Wed, Feb 10, 2016 at 8:03 PM, Chetan Shinde <chetanshi...@gmail.com> wrote: > ** > Please check if the approval chain configured for the Group approval has > the correct qualification and references. That will help you track down the > issue. > > Regards, > Chetan Shinde > > On Wed, Feb 10, 2016 at 7:43 AM, babajan baig <moghul.b...@gmail.com> > wrote: > >> ** >> Hello Team, >> >> We are facing an issue with SRM Group Approval issue. Below are the >> details about the issue: >> >> 1. SRD is configured with Approval Type = Group and selected the Support >> Group >> 2. There are a few people having request approver functional role under >> the Support Group. >> 3. When the request is Submitted, Request Status goes to Waiting Approval >> but unable to see the Approvers list/under the Approvals Tab. >> >> We have tried with different support groups as well but not working. >> >> Kindly Suggest how we can fix this issue. >> _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: SRM Group Approval Issue
Hi, Just to start with some basic troubleshooting.. Could you check if the approvals are stuck in Application Pending form. Check If you see the New Details records created for today... Thanks Onkar. On 10-Feb-2016 11:07 pm, "babajan baig" <moghul.b...@gmail.com> wrote: > ** > Hello Chetan, > > There are no approval chains configured. > > SRD approval type is set to Group but not CUSTOM.. > > > Regards, > -Babajan. > > On Wed, Feb 10, 2016 at 8:03 PM, Chetan Shinde <chetanshi...@gmail.com> > wrote: > >> ** >> Please check if the approval chain configured for the Group approval has >> the correct qualification and references. That will help you track down the >> issue. >> >> Regards, >> Chetan Shinde >> >> On Wed, Feb 10, 2016 at 7:43 AM, babajan baig <moghul.b...@gmail.com> >> wrote: >> >>> ** >>> Hello Team, >>> >>> We are facing an issue with SRM Group Approval issue. Below are the >>> details about the issue: >>> >>> 1. SRD is configured with Approval Type = Group and selected the Support >>> Group >>> 2. There are a few people having request approver functional role under >>> the Support Group. >>> 3. When the request is Submitted, Request Status goes to Waiting >>> Approval but unable to see the Approvers list/under the Approvals Tab. >>> >>> We have tried with different support groups as well but not working. >>> >>> Kindly Suggest how we can fix this issue. >>> _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: SRM Group Approval Issue
so in SRD if you set Approval Type- Group, then there has to be a Approval Chain defined for the type - Group. Without this configuration the approval workflow will not trigger and no approvers would be attached. OOTB there is an approval chain you get for Manager approval(inidividual approval) and also for Group approval(level approval) Hope this helps or let me know if you need more info. Regards, Chetan Shinde On Wed, Feb 10, 2016 at 10:42 AM, babajan baig <moghul.b...@gmail.com> wrote: > ** > Hello Chetan, > > There are no approval chains configured. > > SRD approval type is set to Group but not CUSTOM.. > > > Regards, > -Babajan. > > On Wed, Feb 10, 2016 at 8:03 PM, Chetan Shinde <chetanshi...@gmail.com> > wrote: > >> ** >> Please check if the approval chain configured for the Group approval has >> the correct qualification and references. That will help you track down the >> issue. >> >> Regards, >> Chetan Shinde >> >> On Wed, Feb 10, 2016 at 7:43 AM, babajan baig <moghul.b...@gmail.com> >> wrote: >> >>> ** >>> Hello Team, >>> >>> We are facing an issue with SRM Group Approval issue. Below are the >>> details about the issue: >>> >>> 1. SRD is configured with Approval Type = Group and selected the Support >>> Group >>> 2. There are a few people having request approver functional role under >>> the Support Group. >>> 3. When the request is Submitted, Request Status goes to Waiting >>> Approval but unable to see the Approvers list/under the Approvals Tab. >>> >>> We have tried with different support groups as well but not working. >>> >>> Kindly Suggest how we can fix this issue. >>> _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"
SRM Group Approval Issue
Hello Team, We are facing an issue with SRM Group Approval issue. Below are the details about the issue: 1. SRD is configured with Approval Type = Group and selected the Support Group 2. There are a few people having request approver functional role under the Support Group. 3. When the request is Submitted, Request Status goes to Waiting Approval but unable to see the Approvers list/under the Approvals Tab. We have tried with different support groups as well but not working. Kindly Suggest how we can fix this issue. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: SRM Interface Create Question - Probably a Beginner Question
Awesome, thanks for the prompt response. [Partner Logo-EmailSig]<http://www.partneritsm.com/> Kevin Shaffer, Senior Partner Partner IT, Inc. (O) 888-380-8899 (C) 316-208-5341 (F) 708-887-1704 [ZA104088553]<https://twitter.com/partnerITSM> [ZA104088555] <http://www.linkedin.com/company/partner-it-inc-> [ZA104088556] <https://www.youtube.com/user/partnerITSM> From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Thursday, November 05, 2015 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Interface Create Question - Probably a Beginner Question ** Hi, The SRM interface form is not designed to accept question answers, so it can only be used to invoke a simple request. If you require to map variables through, you need to use the CAI interface form to populate the variables and trigger the associated actions that would occur when invoking from SRM directly. Kind Regards, Carl Wilson On 5 Nov 2015 19:00, "Kevin Shaffer" <kshaf...@partneritsm.com<mailto:kshaf...@partneritsm.com>> wrote: ** ARS 7.6.04 SRM 7.6.04 I am sure this is a beginner’s question so I apologize up front. Scenario I have a basic PDT with a condition. The question is “Is the Sky Blue”, if Yes it will create an Incident, if No it will create a Work Order. When I submit a request through the Request Entry Console I get my desired results. Issue We are using SRM:Interface_Create form for an integration point. I don’t know how we answer the questions using the interface create form so what we did was put the answer to the question “Is the Sky Blue” in SR Type field 1. In my SRD on the Variable Mapping I have my variable “SkyBlue” mapped to ‘SR Field 1’ and on the SR Field Mapping tab I have SR Type 1 mapped to “SkyBlue” (internally represented response). In the interface create form I see SR Type 1 populated with Yes or No but it is not passing to the SRM:Request form, therefore all records created in the interface create form are creating work orders because the condition is being met for Work Orders Questions: 1.Do I have this configured wrong? 2. When would I use User Displayed Response vs Internally Represented Response? 3. When I create a Service Request via Request Entry console, I can click on Request Details and see the responses to my question on the first tab. When I create a Service Request via WebServices, and then check the status by clicking on Request Details on the Request Entry Console, the responses to my question cannot be seen. Is this expected behavior? Hope this makes sense. Bottom line is I need the web service to create a request based on the response to a question. Any direction would be appreciated. Thanks [Partner Logo-EmailSig]<http://www.partneritsm.com/> Kevin Shaffer, Senior Partner Partner IT, Inc. (O) 888-380-8899 (C) 316-208-5341 (F) 708-887-1704 [ZA104088553]<https://twitter.com/partnerITSM>[ZA104088555]<http://www.linkedin.com/company/partner-it-inc-> [ZA104088556] <https://www.youtube.com/user/partnerITSM> _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: SRM Interface Create Question - Probably a Beginner Question
Hi, The SRM interface form is not designed to accept question answers, so it can only be used to invoke a simple request. If you require to map variables through, you need to use the CAI interface form to populate the variables and trigger the associated actions that would occur when invoking from SRM directly. Kind Regards, Carl Wilson On 5 Nov 2015 19:00, "Kevin Shaffer" <kshaf...@partneritsm.com> wrote: > ** > > ARS 7.6.04 > > SRM 7.6.04 > > > > I am sure this is a beginner’s question so I apologize up front. > > > > Scenario > > I have a basic PDT with a condition. The question is “Is the Sky Blue”, > if Yes it will create an Incident, if No it will create a Work Order. > > When I submit a request through the Request Entry Console I get my desired > results. > > > > Issue > > We are using SRM:Interface_Create form for an integration point. I don’t > know how we answer the questions using the interface create form so what we > did was put the answer to the question “Is the Sky Blue” in SR Type field > 1. In my SRD on the Variable Mapping I have my variable “SkyBlue” mapped > to ‘SR Field 1’ and on the SR Field Mapping tab I have SR Type 1 mapped to > “SkyBlue” (internally represented response). In the interface create form > I see SR Type 1 populated with Yes or No but it is not passing to the > SRM:Request form, therefore all records created in the interface create > form are creating work orders because the condition is being met for Work > Orders > > > > Questions: > > > > 1.Do I have this configured wrong? > > 2. When would I use User Displayed Response vs Internally > Represented Response? > > 3. When I create a Service Request via Request Entry console, I can > click on Request Details and see the responses to my question on the first > tab. When I create a Service Request via WebServices, and then check the > status by clicking on Request Details on the Request Entry Console, the > responses to my question cannot be seen. Is this expected behavior? > > > > Hope this makes sense. Bottom line is I need the web service to create a > request based on the response to a question. > > > > Any direction would be appreciated. > > > > Thanks > > > > > > [image: Partner Logo-EmailSig] <http://www.partneritsm.com/> > > Kevin Shaffer, Senior Partner > > Partner IT, Inc. > > (O) 888-380-8899 > > (C) 316-208-5341 > > (F) 708-887-1704 > > > > [image: ZA104088553] <https://twitter.com/partnerITSM> [image: > ZA104088555] <http://www.linkedin.com/company/partner-it-inc-> [image: > ZA104088556] <https://www.youtube.com/user/partnerITSM> > > > _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"
SRM Interface Create Question - Probably a Beginner Question
ARS 7.6.04 SRM 7.6.04 I am sure this is a beginner's question so I apologize up front. Scenario I have a basic PDT with a condition. The question is "Is the Sky Blue", if Yes it will create an Incident, if No it will create a Work Order. When I submit a request through the Request Entry Console I get my desired results. Issue We are using SRM:Interface_Create form for an integration point. I don't know how we answer the questions using the interface create form so what we did was put the answer to the question "Is the Sky Blue" in SR Type field 1. In my SRD on the Variable Mapping I have my variable "SkyBlue" mapped to 'SR Field 1' and on the SR Field Mapping tab I have SR Type 1 mapped to "SkyBlue" (internally represented response). In the interface create form I see SR Type 1 populated with Yes or No but it is not passing to the SRM:Request form, therefore all records created in the interface create form are creating work orders because the condition is being met for Work Orders Questions: 1.Do I have this configured wrong? 2. When would I use User Displayed Response vs Internally Represented Response? 3. When I create a Service Request via Request Entry console, I can click on Request Details and see the responses to my question on the first tab. When I create a Service Request via WebServices, and then check the status by clicking on Request Details on the Request Entry Console, the responses to my question cannot be seen. Is this expected behavior? Hope this makes sense. Bottom line is I need the web service to create a request based on the response to a question. Any direction would be appreciated. Thanks [Partner Logo-EmailSig]<http://www.partneritsm.com/> Kevin Shaffer, Senior Partner Partner IT, Inc. (O) 888-380-8899 (C) 316-208-5341 (F) 708-887-1704 [ZA104088553]<https://twitter.com/partnerITSM> [ZA104088555] <http://www.linkedin.com/company/partner-it-inc-> [ZA104088556] <https://www.youtube.com/user/partnerITSM> ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
SRM upgrade prior to CMDB
Hi all, Need help on following. We are planning to upgrade from SRM 8.1 to 8.1.02 patch 1. Currently our ARS on 8.1.02 patch 1 and CMDB is on 8.1 While going through docs I found following note. - To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 8.1.02 before installing BMC Service Request Management 8.1.02. - I would like to know what imports may fail? We are heavily using SRM but not the CMDB at this time. We have a number of SRM defects that the upgrade will hopefully resolve. If the CMDB has to be upgraded first then the SRM defects won't be corrected as soon as we planned. Thank you in advance. Best regards, Harsh. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: SRM 8.1 SP2 On Behalf Of Issues
Lisa, With the user you are logged in as, can you do the same last name search on the People form without filling out the company? Similar results or do you see all? Sent from my iPhone On Aug 10, 2015, at 10:42 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: 8.1 SP2 AR System and Oracle Database. I created a On Behalf Of setting that uses Global for Requested by and Requested For, so I should see all users when I search on a last name correct? I don't, I only see a fraction of the amount of users I should see when searching on the last name (Miller for example). I should see more than 100 Millers, but I only see 5. I compared all of them and I can't fine any rhyme or reason why I should be able to see them all. Seems like a really easy setting to set, but it's not giving me the results that I think I should see. Even though we are set for Multi-Tenancy, we only have 1 company set up. I even tried adding the On Behalf Of Setting for our company (In addition to Global) and I'm still not able to view all the users with a last name of Miller when I do my search. Plus, even though we have FTS enabled, the search box does not bring up ANYTHING when searching for miller. Only Miller will bring back data. Anyone have any ideas? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ 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: SRM 8.1 SP2 On Behalf Of Issues
Our max query is set to 0, so everything should come back and be listed in my opinion correct? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar Sent: Monday, August 10, 2015 11:00 PM To: arslist@ARSLIST.ORG Subject: Re: SRM 8.1 SP2 On Behalf Of Issues ** What is the max query set to? Did you tried setting it to 0 and has same result? Just wanted to understand the returning SQL not return result based on max query parameter set. Regards, Vaibhav On Mon, Aug 10, 2015 at 9:42 AM Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: 8.1 SP2 AR System and Oracle Database. I created a On Behalf Of setting that uses Global for Requested by and Requested For, so I should see all users when I search on a last name correct? I don't, I only see a fraction of the amount of users I should see when searching on the last name (Miller for example). I should see more than 100 Millers, but I only see 5. I compared all of them and I can't fine any rhyme or reason why I should be able to see them all. Seems like a really easy setting to set, but it's not giving me the results that I think I should see. Even though we are set for Multi-Tenancy, we only have 1 company set up. I even tried adding the On Behalf Of Setting for our company (In addition to Global) and I'm still not able to view all the users with a last name of Miller when I do my search. Plus, even though we have FTS enabled, the search box does not bring up ANYTHING when searching for miller. Only Miller will bring back data. Anyone have any ideas? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM 8.1 SP2 On Behalf Of Issues
I see all of them, that's how I know there's more than 5 Miller's. And they are all enabled. I tested 1 that I see in the list and one that I don't, and they are EXACTLY the same (except for Org and dept, etc). But that shouldn't matter about the org and dept if I set the OBO to Global- I may need to get BMC to try to explain this to me, maybe it's a defect? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, August 11, 2015 8:53 AM To: arslist@ARSLIST.ORG Subject: Re: SRM 8.1 SP2 On Behalf Of Issues Lisa, With the user you are logged in as, can you do the same last name search on the People form without filling out the company? Similar results or do you see all? Sent from my iPhone On Aug 10, 2015, at 10:42 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: 8.1 SP2 AR System and Oracle Database. I created a On Behalf Of setting that uses Global for Requested by and Requested For, so I should see all users when I search on a last name correct? I don't, I only see a fraction of the amount of users I should see when searching on the last name (Miller for example). I should see more than 100 Millers, but I only see 5. I compared all of them and I can't fine any rhyme or reason why I should be able to see them all. Seems like a really easy setting to set, but it's not giving me the results that I think I should see. Even though we are set for Multi-Tenancy, we only have 1 company set up. I even tried adding the On Behalf Of Setting for our company (In addition to Global) and I'm still not able to view all the users with a last name of Miller when I do my search. Plus, even though we have FTS enabled, the search box does not bring up ANYTHING when searching for miller. Only Miller will bring back data. Anyone have any ideas? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com __ _ 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
SRM 8.1 SP2 On Behalf Of Issues
8.1 SP2 AR System and Oracle Database. I created a On Behalf Of setting that uses Global for Requested by and Requested For, so I should see all users when I search on a last name correct? I don't, I only see a fraction of the amount of users I should see when searching on the last name (Miller for example). I should see more than 100 Millers, but I only see 5. I compared all of them and I can't fine any rhyme or reason why I should be able to see them all. Seems like a really easy setting to set, but it's not giving me the results that I think I should see. Even though we are set for Multi-Tenancy, we only have 1 company set up. I even tried adding the On Behalf Of Setting for our company (In addition to Global) and I'm still not able to view all the users with a last name of Miller when I do my search. Plus, even though we have FTS enabled, the search box does not bring up ANYTHING when searching for miller. Only Miller will bring back data. Anyone have any ideas? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM 8.1 SP2 On Behalf Of Issues
What is the max query set to? Did you tried setting it to 0 and has same result? Just wanted to understand the returning SQL not return result based on max query parameter set. Regards, Vaibhav On Mon, Aug 10, 2015 at 9:42 AM Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: 8.1 SP2 AR System and Oracle Database. I created a On Behalf Of setting that uses Global for Requested by and Requested For, so I should see all users when I search on a last name correct? I don't, I only see a fraction of the amount of users I should see when searching on the last name (Miller for example). I should see more than 100 Millers, but I only see 5. I compared all of them and I can't fine any rhyme or reason why I should be able to see them all. Seems like a really easy setting to set, but it's not giving me the results that I think I should see. Even though we are set for Multi-Tenancy, we only have 1 company set up. I even tried adding the On Behalf Of Setting for our company (In addition to Global) and I'm still not able to view all the users with a last name of Miller when I do my search. Plus, even though we have FTS enabled, the search box does not bring up ANYTHING when searching for miller. Only Miller will bring back data. Anyone have any ideas? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ 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: SRM Self Service - Password Reset
Hi Brad, To achieve this functionality we need to follow below steps: 1. We can achieve this using AIF forms in SRM , which contains design of Login form as you required. 2. We need to create manual workflows for this. 3. On AIF form we need to take all these login form fields , and one 'forget password button'. 4. On click of this button , we can open another window/ form where we can take answers of questions from user who have forgot the password. 5. we can ask him answers or else registered email id, if registered email id is correct then we can send automatically generated password to him on his registered email id. 6.Now he can login with dummy password provided on his registered email id and then reset it again. HTH :) Kindly revert. T.E.A.M. = Together Everyone Achieves More! Thanks Regards, ___ Nilesh Janjire BMC Remedy Engineer Vyom Labs Pvt. Ltd. BSM Solutions Services||ITIL Consulting Training E-Mail: nilesh.janj...@vyomlabs.com Contact:8087749833/9421979437 Success with fear of loosing it is Luck ! whereas Success with confidence is Achievement ! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM Self Service - Password Reset
Good day all Hope everyone is doing ok Just wanted to find out if anyone out there has developed a solution where a use can reset their password from the SRM Request login screen? Something along the lines that they enter their username, click on a Forgot my password link which then either does a small confirmation with questions for them or gets the system to generate a random password and email it back to the user ? Andy ideas are appreciated. Cheers Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Steps to migrate SRM 2.2 AIF Services to 8.1
Anyone had success migrating custom AIF Services from SRM 2.2 to 8.1? If so, what steps were taken to minimize any manual recreation of objects? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Product Ordering Feature
Hi, Yes, we have used this at my current customer however we modified it to only have one selection available as there is a third party that fulfils the request (Software) via automation - therefore it was one request per selection. We only used the AIF and built a simple PDT for the fulfilment into Work Order. We will open it up to Hardware later in the year and possibly allow multiple selections (via the Work Order Type Fields). The OOB PDT that comes with this assumes you have a very mature processes in place, so it might be too complex for some organisations. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Veronica Soriano Sent: 18 March 2015 21:28 To: arslist@ARSLIST.ORG Subject: SRM Product Orderinig Feature Has anyone implemented the SRM Product Ordering Feature. I prototyped this feature and it looks promising for one of my customer's requirements. Just want to see if there are any issues I should be aware of. Thank you. ___ 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
SRM Product Orderinig Feature
Has anyone implemented the SRM Product Ordering Feature. I prototyped this feature and it looks promising for one of my customer's requirements. Just want to see if there are any issues I should be aware of. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Surveys Multi-Tenancy
Hi, This is OOTB as it uses a hard coded SRD for each fulfillment application. You have to customize in such a way, it can pick up the different internal SRD based on the tenant under which incident is created and then in turn SRD can have tenant specific surveys n questions. Others might have different apporach than mine. Would like to hear from them You can raise this as an idea also in communities as many customers like you are requesting this. Regards, Jayesh -Original Message- From: Hennigan, Sandra, CTR, DSS sandra.hennigan@dss.mil Sent: 10-03-2015 08:32 PM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: SRM Surveys Multi-Tenancy ARS 8.1.01 ITSM 8.1.01 SRM Surveys have been successfully turned on. My question is regarding SRM Surveys Multi-Tenancy. The issue I have is the inability to use separate Survey Questions by Company in our Multi-Tenancy environment. I know that singularly, a Survey can be attached to a SRD but only our customer users submit a request from the Request Entry Console using SRDs. All other Incidents are submitted by analyst using the Incident form. The Service Desk Incident, which allows every Incident to create a Service Request, allows for only a single -Global- Survey to be selected. Does anyone know if it is possible to setup a Service Desk Incident by Company so that Survey control belongs to each Company? Your assistance is greatly appreciated. Thank you, Sandra Sandra Hennigan DSS ITSS BMC ITSM Developer Office: 571-305-6579 CACI Email: shenni...@caci.com NIPR Email: sandra.hennigan@dss.mil DSS Service Desk: 1.866.377.4846 or dssitsupp...@dss.mil ___ 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
SRM Surveys Multi-Tenancy
ARS 8.1.01 ITSM 8.1.01 SRM Surveys have been successfully turned on. My question is regarding SRM Surveys Multi-Tenancy. The issue I have is the inability to use separate Survey Questions by Company in our Multi-Tenancy environment. I know that singularly, a Survey can be attached to a SRD but only our customer users submit a request from the Request Entry Console using SRDs. All other Incidents are submitted by analyst using the Incident form. The Service Desk Incident, which allows every Incident to create a Service Request, allows for only a single -Global- Survey to be selected. Does anyone know if it is possible to setup a Service Desk Incident by Company so that Survey control belongs to each Company? Your assistance is greatly appreciated. Thank you, Sandra Sandra Hennigan DSS ITSS BMC ITSM Developer Office: 571-305-6579 CACI Email: shenni...@caci.com NIPR Email: sandra.hennigan@dss.mil DSS Service Desk: 1.866.377.4846 or dssitsupp...@dss.mil ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
AR System (ITSM, Atrium, SLM, SRM) 8.x and MS-SQL 2008 SP 4
Has anyone having MS-SQL 2008 and ARS 8.x on Windows updated their SQL servers to SP4? Any issues with SP4? Wanted to confirm before installing the 8.x suite on MS-SQL 2008 Express with SP4.. Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Approval Chain with SRM-Level and SRM-AdHoc approval proces
Hi Onkar, Please let us know if you could find any solution to you problem. If YES, could you please share the solution! Thanks in advance. On Wed, Dec 31, 2014 at 3:46 PM, onkar shinde onkarbshi...@gmail.com wrote: ** Hi Experts, I am trying to develop the SRM approval chain for Client's one requirement. Here is the scenario: 1. There would be 2 designated approvals for each SR. (Level wise, they should approve one after another and then only SR should get initiated) 2. If end user enters any approver's name explicitly (i.e AdHoc approval process), then SR should 1st go to this particular approval and then after its approval should trigger above level approval process. I am able to designed this process, but thing is when Adhoc approver approves the request, the SR status moves into Initiated. However other Level Process is invoked and their signature do get attached to request for their approval, but that is of hardly any meaning. (as SR is already got initiated after adhoc approver's approval) I know this is the AdHoc approval process and this is the way it works. Does any one modify and added extra approval rules to get this kind of working done or any similar to that. Ideas are welcome. Thanks. -- Regards, Onkar Shinde Senior Software Engineer Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Telephone: +91-20-6632-1000 Mobile: +91-7709008719 Email: onkar.shi...@vyomlabs.com Web: www.vyomlabs.com _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: SRM Request Portal
Hope you liked the doc :) Actually if you attended my Wwrug2013 breakout you had more info on some modifications on skinning and identifying srm resources for example skinning the service request list. And if you attended the BMC Engage 2014 one you had more goods like calling active links, javascript code (and getting answers) or more from a standard service request :) As for the question the text should be quite easy to modify if you follow the doc, on the default choice I dunno, it'll depend I guess if it's indeed in a javascript code in the jar file but I'll have to check, but not until this week end, I'm travelling now :p The question is actually if nothing is selected what do you want to display on the right side, nothing or a screen? And what about the left side, just the list and nothing selected? Ps: I don't know if I can share the resources I mentioned soo well... I know some here do have them :) Mobilis in Mobile. Le 13 janv. 2015 à 20:57, Pierson, Shawn shawn.pier...@energytransfer.com a écrit : Funny, I've been looking at modifying SRM and am working on something related to it right now, and happened to come across the solution to at least part of your request: https://communities.bmc.com/docs/DOC-23501 Basically, you'll have to edit the jar file attached to the Data Visualization Module Registration form with a description of SRS Service Request Console DVF, then reupload that attachment with the new name for the label for available services, and if you can find an option to de-select an SRM form. Just remember if you do this, you could lose your changes to upgrades and/or patches and that it will only apply to that SRM form so it shouldn't carry over to things like My IT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS Sent: Tuesday, January 13, 2015 1:37 PM To: arslist@ARSLIST.ORG Subject: SRM Request Portal I have been searching and cannot find how to modify the following: On the SRM Request Entry portal (where the user can browse to submit from posted SRDs) on the Browse frame, the label is Available Services. The top SRD is by default selected. My customer wants the label Available Services changed to Select a Service and to have no SRD pre-selected. Any ideas? Your assistance is appreciated. ARS ITSM - version 8.1.01 SQL db Thank you, Sandra Sandra Hennigan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.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
SRM Request Portal
I have been searching and cannot find how to modify the following: On the SRM Request Entry portal (where the user can browse to submit from posted SRDs) on the Browse frame, the label is Available Services. The top SRD is by default selected. My customer wants the label Available Services changed to Select a Service and to have no SRD pre-selected. Any ideas? Your assistance is appreciated. ARS ITSM - version 8.1.01 SQL db Thank you, Sandra Sandra Hennigan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Request Portal
Funny, I've been looking at modifying SRM and am working on something related to it right now, and happened to come across the solution to at least part of your request: https://communities.bmc.com/docs/DOC-23501 Basically, you'll have to edit the jar file attached to the Data Visualization Module Registration form with a description of SRS Service Request Console DVF, then reupload that attachment with the new name for the label for available services, and if you can find an option to de-select an SRM form. Just remember if you do this, you could lose your changes to upgrades and/or patches and that it will only apply to that SRM form so it shouldn't carry over to things like My IT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS Sent: Tuesday, January 13, 2015 1:37 PM To: arslist@ARSLIST.ORG Subject: SRM Request Portal I have been searching and cannot find how to modify the following: On the SRM Request Entry portal (where the user can browse to submit from posted SRDs) on the Browse frame, the label is Available Services. The top SRD is by default selected. My customer wants the label Available Services changed to Select a Service and to have no SRD pre-selected. Any ideas? Your assistance is appreciated. ARS ITSM - version 8.1.01 SQL db Thank you, Sandra Sandra Hennigan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM Request Portal
Shawn, Thanks for the doc - I will check it out. Thank you, Sandra Sandra Hennigan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, January 13, 2015 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Request Portal Funny, I've been looking at modifying SRM and am working on something related to it right now, and happened to come across the solution to at least part of your request: https://communities.bmc.com/docs/DOC-23501 Basically, you'll have to edit the jar file attached to the Data Visualization Module Registration form with a description of SRS Service Request Console DVF, then reupload that attachment with the new name for the label for available services, and if you can find an option to de-select an SRM form. Just remember if you do this, you could lose your changes to upgrades and/or patches and that it will only apply to that SRM form so it shouldn't carry over to things like My IT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS Sent: Tuesday, January 13, 2015 1:37 PM To: arslist@ARSLIST.ORG Subject: SRM Request Portal I have been searching and cannot find how to modify the following: On the SRM Request Entry portal (where the user can browse to submit from posted SRDs) on the Browse frame, the label is Available Services. The top SRD is by default selected. My customer wants the label Available Services changed to Select a Service and to have no SRD pre-selected. Any ideas? Your assistance is appreciated. ARS ITSM - version 8.1.01 SQL db Thank you, Sandra Sandra Hennigan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.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: SRM Request Portal
Thank you, Laurent. I have not yet had chance to review the doc but will let you know. Sandra Sandra Hennigan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Tuesday, January 13, 2015 3:14 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Request Portal Hope you liked the doc :) Actually if you attended my Wwrug2013 breakout you had more info on some modifications on skinning and identifying srm resources for example skinning the service request list. And if you attended the BMC Engage 2014 one you had more goods like calling active links, javascript code (and getting answers) or more from a standard service request :) As for the question the text should be quite easy to modify if you follow the doc, on the default choice I dunno, it'll depend I guess if it's indeed in a javascript code in the jar file but I'll have to check, but not until this week end, I'm travelling now :p The question is actually if nothing is selected what do you want to display on the right side, nothing or a screen? And what about the left side, just the list and nothing selected? Ps: I don't know if I can share the resources I mentioned soo well... I know some here do have them :) Mobilis in Mobile. Le 13 janv. 2015 à 20:57, Pierson, Shawn shawn.pier...@energytransfer.com a écrit : Funny, I've been looking at modifying SRM and am working on something related to it right now, and happened to come across the solution to at least part of your request: https://communities.bmc.com/docs/DOC-23501 Basically, you'll have to edit the jar file attached to the Data Visualization Module Registration form with a description of SRS Service Request Console DVF, then reupload that attachment with the new name for the label for available services, and if you can find an option to de-select an SRM form. Just remember if you do this, you could lose your changes to upgrades and/or patches and that it will only apply to that SRM form so it shouldn't carry over to things like My IT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS Sent: Tuesday, January 13, 2015 1:37 PM To: arslist@ARSLIST.ORG Subject: SRM Request Portal I have been searching and cannot find how to modify the following: On the SRM Request Entry portal (where the user can browse to submit from posted SRDs) on the Browse frame, the label is Available Services. The top SRD is by default selected. My customer wants the label Available Services changed to Select a Service and to have no SRD pre-selected. Any ideas? Your assistance is appreciated. ARS ITSM - version 8.1.01 SQL db Thank you, Sandra Sandra Hennigan __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.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: How long does the 8.1.02 SRM installer run?
Vivek, thanks for confirming, those are the environment versions that I'm using. rp On 1/7/2015 10:17 PM, Patil, Vivek wrote: Hi Rick, Can you please mention few details: 1] Whether you are doing a fresh install or upgrade ? 2] How many locales are you are installing ? 3] Which Database and version ? SRM 8.1.02 all locale install on windows 2008 R2 and SQL 2008 R2 Unicode DB takes approximately 3 hours. On UNIX, it should take more time. Thanks, Vivek -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: Wednesday, January 07, 2015 9:40 PM To: arslist@ARSLIST.ORG Subject: How long does the 8.1.02 SRM installer run? Hi, Can anyone who's run the 8.1.02 SRM installer tell me approx. how long it runs? Thanks, rp ___ 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: How long does the 8.1.02 SRM installer run?
Hi Rick, Can you please mention few details: 1] Whether you are doing a fresh install or upgrade ? 2] How many locales are you are installing ? 3] Which Database and version ? SRM 8.1.02 all locale install on windows 2008 R2 and SQL 2008 R2 Unicode DB takes approximately 3 hours. On UNIX, it should take more time. Thanks, Vivek -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: Wednesday, January 07, 2015 9:40 PM To: arslist@ARSLIST.ORG Subject: How long does the 8.1.02 SRM installer run? Hi, Can anyone who's run the 8.1.02 SRM installer tell me approx. how long it runs? Thanks, rp ___ 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
How long does the 8.1.02 SRM installer run?
Hi, Can anyone who's run the 8.1.02 SRM installer tell me approx. how long it runs? Thanks, rp ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: How long does the 8.1.02 SRM installer run?
Hi RP, Usually it takes 20 to 30 minutes, depends on your configuration. Regards, Chetan Wagh On Jan 7, 2015 9:40 PM, Rick Phillips r...@netfirst.com wrote: Hi, Can anyone who's run the 8.1.02 SRM installer tell me approx. how long it runs? Thanks, rp ___ 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
SRM Approval Chain with SRM-Level and SRM-AdHoc approval proces
Hi Experts, I am trying to develop the SRM approval chain for Client's one requirement. Here is the scenario: 1. There would be 2 designated approvals for each SR. (Level wise, they should approve one after another and then only SR should get initiated) 2. If end user enters any approver's name explicitly (i.e AdHoc approval process), then SR should 1st go to this particular approval and then after its approval should trigger above level approval process. I am able to designed this process, but thing is when Adhoc approver approves the request, the SR status moves into Initiated. However other Level Process is invoked and their signature do get attached to request for their approval, but that is of hardly any meaning. (as SR is already got initiated after adhoc approver's approval) I know this is the AdHoc approval process and this is the way it works. Does any one modify and added extra approval rules to get this kind of working done or any similar to that. Ideas are welcome. Thanks. -- Regards, Onkar Shinde Senior Software Engineer Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Telephone: +91-20-6632-1000 Mobile: +91-7709008719 Email: onkar.shi...@vyomlabs.com Web: www.vyomlabs.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM
Hi Kathy You can relate service targets to SRDs from the SLM tab on the SRD form. Is that what you are looking for or are you asking about the run-time service requests and tracking service targets attached to them? Pam ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM
Hi, Does anyone know how to view the SLT (SLM) associated with an SRD? I am not seeing the details within the SRD. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
MyIT/SRM and Kinetic
If there are any users who are interested in having their MyIT or SRM work with Kinetic — please contact me off list. Thanks, -John -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Services Migration from Cisco RC to BMC Remedy SRM
Hi Experts, Any thoughts on below query. Regards, Raj On Wed, 20 Aug 2014 22:47:23 +0530 rajesh wrote Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj Get your own FREE website, FREE domain FREE mobile app with Company email. Know More ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Services Migration from Cisco RC to BMC Remedy SRM
That I know of : It is just a build from scratch. but I do not know CRC -- I know of no migration tool On Tue, Aug 26, 2014 at 12:41 PM, rajesh rajhp...@rediffmail.com wrote: ** Hi Experts, Any thoughts on below query. Regards, Raj On Wed, 20 Aug 2014 22:47:23 +0530 rajesh wrote Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj Get your own FREE website, FREE domain FREE mobile app with Company email. Know More http://sigads.rediff.com/RealMedia/ads/click_nx.ads/www.rediffmail.com/signatureline.htm@Middle? Get your own *FREE* website, *FREE* domain *FREE* mobile app with Company email. *Know More * http://track.rediff.com/click?url=___http://businessemail.rediff.com/email-ids-for-companies-with-less-than-50-employees?sc_cid=sign-1-10-13___cmp=hostlnk=sign-1-10-13nsrv1=host _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Services Migration from Cisco RC to BMC Remedy SRM
*** newScale does not hold their data in a structured easy to read way. *** much of newScale is done in “javascript” … it doesn’t convert nicely to a structured system like SRM. You asked how to convert to SRM — which I am unable to comment. However - you asked a 2nd time … so... For this project I would use Kinetic Request. We have done this project a number of times. (Convert people from newScale to Kinetic). Pretty much all of them wanted to “pick up existing services” and bring them into Kinetic. Pretty much all of them decided - it was easiest (more correct) to build the services in Kinetic. (You will find you did some “weird things” in newScale - because you had to). Kinetic is designed differently — you will want to do things differently too. However - I would say the “hard part” is already done — which is — to define your services. Rebuilding them in Kinetic won’t be bad. -John On Tue, Aug 26, 2014 at 11:41 AM, rajesh rajhp...@rediffmail.com wrote: ** Hi Experts, Any thoughts on below query. Regards, Raj On Wed, 20 Aug 2014 22:47:23 +0530 rajesh wrote Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj Get your own FREE website, FREE domain FREE mobile app with Company email. Know More http://sigads.rediff.com/RealMedia/ads/click_nx.ads/www.rediffmail.com/signatureline.htm@Middle? Get your own *FREE* website, *FREE* domain *FREE* mobile app with Company email. *Know More * http://track.rediff.com/click?url=___http://businessemail.rediff.com/email-ids-for-companies-with-less-than-50-employees?sc_cid=sign-1-10-13___cmp=hostlnk=sign-1-10-13nsrv1=host _ARSlist: Where the Answers Are and have been for 20 years_ -- *John Sundberg* Kinetic Data, Inc. Your Business. Your Process. 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Services Migration from Cisco RC to BMC Remedy SRM
Rajesh, You are talking 2 completely different products and SRM has it's own world of complexity built in. I hate to say it, but you're going to have to build these out. You may be able to build a spreadsheet and create just the SRD's but I'm not sure if that really buys you anything since you still have to create PDT, AOT, and app templates if applicable. Sent from my iPhone On Aug 20, 2014, at 1:17 PM, rajesh rajhp...@rediffmail.com wrote: ** Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj Get your own FREE website, FREE domain FREE mobile app with Company email. Know More _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: Services Migration from Cisco RC to BMC Remedy SRM
Thanks Tauf Experts, I thought same as building SRD's from scratch would be best bet. Thanks! Raj On Tue, 26 Aug 2014 22:35:27 +0530 Tauf Chowdhury wrote ** Rajesh,You are talking 2 completely different products and SRM has it's own world of complexity built in. I hate to say it, but you're going to have to build these out. You may be able to build a spreadsheet and create just the SRD's but I'm not sure if that really buys you anything since you still have to create PDT, AOT, and app templates if applicable. Sent from my iPhone On Aug 20, 2014, at 1:17 PM, rajesh wrote: ** Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj Get your own FREE website, FREE domain FREE mobile app with Company email. Know More _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: Services Migration from Cisco RC to BMC Remedy SRM
I second this recommendation. I have 10-15 customers to whom I've sold Kinetic Request. These tend to be customers who are doing more complex types of tasks and who have more robust interface requirements. I have also sold SRM - It has improved significantly in the last few years, but there are still some kinks to be ironed out, though the skill set is exactly the same as developing on AR which is a win. Kinetic can require additional skill sets which are fairly commonplace in today's day and age (like javascript, CSS, HTML, etc.) FWIW, the Kinetic customers tend to be happier and tend to build many more services into the system. They therefore realize more value out of Remedy and stick with the product for longer. Benefits for the customer, Kinetic, BMC, and everyone involved. Hope this helps! Andrew Paolino Sr. Account Manager - Column Technologies Mobile: 551-486-2549 http://linkd.in/1hhXCcZhttps://urldefense.proofpoint.com/v1/url?u=http://linkd.in/1hhXCcZk=%2FJMyfAnQZOhZ4dnr8BYv6w%3D%3D%0Ar=O%2F7oWcQXbzDxWLRZbLEpqtIfPXW91Hddv4CA%2Fm%2BW3QE%3D%0Am=mMWiA0nAnkm8yaOQrs%2BlAgjEeEtCS0Ycpb0iUkEhKJQ%3D%0As=4e07f5e64905f71ba1152045558e2bfa451f7c4e0275c0f64d80c24d7b1be412 From: John Sundberg john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date: Tuesday, August 26, 2014 at 12:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Services Migration from Cisco RC to BMC Remedy SRM ** *** newScale does not hold their data in a structured easy to read way. *** much of newScale is done in javascript ... it doesn't convert nicely to a structured system like SRM. You asked how to convert to SRM - which I am unable to comment. However - you asked a 2nd time ... so... For this project I would use Kinetic Request. We have done this project a number of times. (Convert people from newScale to Kinetic). Pretty much all of them wanted to pick up existing services and bring them into Kinetic. Pretty much all of them decided - it was easiest (more correct) to build the services in Kinetic. (You will find you did some weird things in newScale - because you had to). Kinetic is designed differently - you will want to do things differently too. However - I would say the hard part is already done - which is - to define your services. Rebuilding them in Kinetic won't be bad. -John On Tue, Aug 26, 2014 at 11:41 AM, rajesh rajhp...@rediffmail.commailto:rajhp...@rediffmail.com wrote: ** Hi Experts, Any thoughts on below query. Regards, Raj On Wed, 20 Aug 2014 22:47:23 +0530 rajesh wrote Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj Get your own FREE website, FREE domain FREE mobile app with Company email. Know More [http://sigads.rediff.com/RealMedia/ads/adstream_nx.ads/www.rediffmail.com/signatureline.htm@Middle]http://sigads.rediff.com/RealMedia/ads/click_nx.ads/www.rediffmail.com/signatureline.htm@Middle? Get your own FREE website, FREE domain FREE mobile app with Company email. Know More http://track.rediff.com/click?url=___http://businessemail.rediff.com/email-ids-for-companies-with-less-than-50-employees?sc_cid=sign-1-10-13___cmp=hostlnk=sign-1-10-13nsrv1=host _ARSlist: Where the Answers Are and have been for 20 years_ -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. 651-556-0930 I john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com www.kineticdata.comhttp://www.kineticdata.com/ I community.kineticdata.comhttp://community.kineticdata.com/ _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
Services Migration from Cisco RC to BMC Remedy SRM
Hi All, We have a requirement of moving all the Services from our Current Product (Cisco Request Center) to BMC SRM.We have Close to 200 services which needs to be migrated to BMC SRM. I would appreciate if you can provide insight on the same as i do not want to build 200 Services manually in SRM. What should be the best way to migrate services from Third Party Tool to BMC SRM. Thanks, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
911: SRM 7.6.4
Hi, We have a requirement to create SRDs. The info that I received from our team:: - New service Tier 1, Tier 2, Tier 3 Category - The name of the Service requested - The support group details - A Work order needs to be created. Is there any info missing that I need to create the SRD? What are the steps to create the SRD? The technical guide provided me with the following 1. Build Work Order Template 2. Build AOT 3. Build PDT 4. Build SRD When a user requests a specific service, do we need to follow all of these steps above in order to create a Work Order? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM 8.1 Product Ordering Capabilities
Happy Friday! I'm working on revamping the SRM form I built for on-boarding and am in the process of converting it to an Advanced Interface Form to make it even cooler. In the current implementation, I have drop-down menus to select whether you want a desktop or laptop, a few hardcoded checkboxes for specific applications, etc. Now that I'm looking into it, it seems like I can leverage SRM 8.1's capabilities to do product ordering in a data-driven manner that should allow for all sorts of cool stuff. I've read through the documentation and set up a few test products in my development environment (generally PCs, GPS, and software for now.) Where I'd like some guidance is if any of you all are currently using this functionality, and if so, what pitfalls you may have encountered. I haven't begun to dig too deeply yet but I'm starting to get the opinion from what I have seen that I may want to wait for a future version, especially since we're at the beginning of a project to redefine how we do asset management. Should I go down this path? What things have to be in place to do this effectively? What steps would be required to build my own AIF that successfully sends data to a PDT that can internally call the out of the box product ordering PDT so I can use that instead of simply creating CRQs for handling hardware and software deployments? I want to look into this and future-proof my SRM form as much as possible. However, I have to produce a better version of the on-boarding form pretty soon, so I may just do a custom form to store records that kind of fakes what the Product Ordering Console does so I can quickly come out with something that can be replaced later on when the Asset management project is done. Any advice on this topic would be appreciated. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM Supervisor User.
Our customer ask us to create an user able to display all Requests open for a Company. What's profile must use? Can you help me ? Thanks in advance. Pietro ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM 8.1.01 Mapping Questions and Responses
Hello all, Looking for guidance. Does anyone know how to map Questions Text, and Question Responses to the SR Details field, to push to an Incident during Service Request creation? I have fairly large SRDs, 15+ questions, and, when I do the advanced mapping, I want labels in front of the Responses, on the notes (detailed description) field of the Incident, however, I only want labels for active questions answered. Right now, I have static labels, but, no responses to them, depending on the questions the users answer. I know this is going to be a customization, but, I need to have this done per the requirements from my employer, and I'm having trouble. Any help would be very much appreciated. Thank you for your time, Josh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: API for SRM Services
Hi, You are very limited with what you can do with the interfaces for SRM. The BMC Communities has a plethora of information on what you can and cannot do and how to do it. The best way if using an external program would be to show the service in a frame utilising a direct link and OOB functionality (due to the lack of functionality on the interface forms i.e. no question submission through the OOB interface forms). If you wanted to do more i.e. populate questions, then you have to understand all the underlying CAI structures and how it all interacts. Kind regards, Carl Wilson Missing Pieces Software Solutions -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety Sent: 08 May 2014 23:05 To: arslist@ARSLIST.ORG Subject: API for SRM Services Hi Experts, I am tryint to create API program for services in SRM but finding it difficult to figure out how? Which form should I refer to list the services available in SRM? How about the fields? Each service will have different fields, how can I show these fields in my API UI? Please help me. ___ 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
API for SRM Services
Hi Experts, I am tryint to create API program for services in SRM but finding it difficult to figure out how? Which form should I refer to list the services available in SRM? How about the fields? Each service will have different fields, how can I show these fields in my API UI? Please help me. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM Error
When executing a Deployed SRD through SRM Request Entry, we get: Error during loading document The syntax of this message must have been translated from French, but English aside, I believe this is a result of a corrupted questions, variables or something else. Can anyone point to a scientific way to figure out where the problem is? Logs and or error pointers come to mind Would a Filter Log shed any light on the subject? We are on 7.6.4 Windows and I'll bet this is another instance of It's fixed in 8.1. Any help would be appreciated Thanks -- [image: Crab] Gordon M. Frank ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Having issues with SRM Entilement
Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americashttp://www.nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Having issues with SRM Entilement
HI Karthik, I tried to create the SRD global but I am not able attached the existing PDT into the Global SRDs. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americashttp://www.nttdata.com/americas From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik Nagaramu Sent: Friday, April 11, 2014 9:36 PM To: arslist@ARSLIST.ORG Subject: Re: Having issues with SRM Entilement ** Hi, I believe for SRD row level security also applied. The end user need to have access to srd company and entitlement. I have seen this behavior. Probably you need to create srd as global. Regards, Karthik On Apr 12, 2014 9:32 AM, Jayaraman, Lokesh lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com wrote: ** Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338tel:%2B91-9566066338 | lokesh.jayara...@nttdata.commailto:lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americashttp://www.nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Having issues with SRM Entilement
Give them restricted access and select unrestricted button Try again Sent from my iPhone On Apr 11, 2014, at 9:36 PM, Karthik Nagaramu karthiknagar...@gmail.com wrote: ** Hi, I believe for SRD row level security also applied. The end user need to have access to srd company and entitlement. I have seen this behavior. Probably you need to create srd as global. Regards, Karthik On Apr 12, 2014 9:32 AM, Jayaraman, Lokesh lokesh.jayara...@nttdata.com wrote: ** Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _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: Having issues with SRM Entilement
I believe with 8.1.01 it works nicely 8.1.0 and below. Was a no go for us Sent from my iPhone On Apr 11, 2014, at 10:32 PM, Jayaraman, Lokesh lokesh.jayara...@nttdata.com wrote: ** HI Karthik, I tried to create the SRD global but I am not able attached the existing PDT into the Global SRDs. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik Nagaramu Sent: Friday, April 11, 2014 9:36 PM To: arslist@ARSLIST.ORG Subject: Re: Having issues with SRM Entilement ** Hi, I believe for SRD row level security also applied. The end user need to have access to srd company and entitlement. I have seen this behavior. Probably you need to create srd as global. Regards, Karthik On Apr 12, 2014 9:32 AM, Jayaraman, Lokesh lokesh.jayara...@nttdata.com wrote: ** Hi Team, We created SRD for the specific company and we created an entitlement for other companies also . For example 3 or 4 companies needs visibility of the SRD in Request Entry. But we are not able to see the SRD , if we login as some other company , which we already add that company into entitlement . Any Suggestion please. Regards, Loki | Associate Operation Manager, Cloud Infrastructure Services | NTT DATA, Inc | m. +91-9566066338 | lokesh.jayara...@nttdata.com | Learn more at nttdata.com/americas __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ __ Disclaimer:This email and any attachments are sent in strictest confidence for the sole use of the addressee and may contain legally privileged, confidential, and proprietary data. If you are not the intended recipient, please advise the sender by replying promptly to this email and then delete and destroy this email and any attachments without any further use, copying or forwarding _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
Opening SRM to accept variables from external applications
Good morning, We're working on a plan to allow SRM to accept data from external applications being passed to a form. This may be a wild goose chase but I thought I'd get input from here to see if anyone has done something like this. Basically, we have some JavaScript to enable a listener that we can theoretically use to accept values from an external source (which also has built in security to verify the host that's passing the data.) What I was thinking is that we take that JavaScript, and embed it into the Web Header Content section of the Default Administrator View on SRS:SREC_ProvideInformation or maybe one of the JavaScript libraries used by SRM. At that point, the external application can call the SRM form via a direct URL and also pass these fields along so it gets pre-populated with data from the external system. Has anyone done something like this? If so, do you have a better way or does this seem on the right track? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Opening SRM to accept variables from external applications
What about using a web service? I haven't played with SRM other than a prelim run a couple of years ago but its worth a shot and also already built into Remedy. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 25, 2014 11:09 AM To: arslist@ARSLIST.ORG Subject: Opening SRM to accept variables from external applications ** Good morning, We're working on a plan to allow SRM to accept data from external applications being passed to a form. This may be a wild goose chase but I thought I'd get input from here to see if anyone has done something like this. Basically, we have some JavaScript to enable a listener that we can theoretically use to accept values from an external source (which also has built in security to verify the host that's passing the data.) What I was thinking is that we take that JavaScript, and embed it into the Web Header Content section of the Default Administrator View on SRS:SREC_ProvideInformation or maybe one of the JavaScript libraries used by SRM. At that point, the external application can call the SRM form via a direct URL and also pass these fields along so it gets pre-populated with data from the external system. Has anyone done something like this? If so, do you have a better way or does this seem on the right track? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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: Opening SRM to accept variables from external applications
I looked into that recently. Unfortunately the web service for SRM doesn't include any way of mapping to questions. What we're trying to do is have our identity management system kick that creates IDs kick off a request to our hardware and software request form (which is in Remedy) but since these are for new workers in our organization there is a lot of common data being entered at once that doesn't exist in a database we have access to yet. They'll be passing us stuff like first name, last name, manager name, department, etc. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Tuesday, February 25, 2014 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Opening SRM to accept variables from external applications ** What about using a web service? I haven't played with SRM other than a prelim run a couple of years ago but its worth a shot and also already built into Remedy. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 25, 2014 11:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Opening SRM to accept variables from external applications ** Good morning, We're working on a plan to allow SRM to accept data from external applications being passed to a form. This may be a wild goose chase but I thought I'd get input from here to see if anyone has done something like this. Basically, we have some JavaScript to enable a listener that we can theoretically use to accept values from an external source (which also has built in security to verify the host that's passing the data.) What I was thinking is that we take that JavaScript, and embed it into the Web Header Content section of the Default Administrator View on SRS:SREC_ProvideInformation or maybe one of the JavaScript libraries used by SRM. At that point, the external application can call the SRM form via a direct URL and also pass these fields along so it gets pre-populated with data from the external system. Has anyone done something like this? If so, do you have a better way or does this seem on the right track? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Opening SRM to accept variables from external applications
The problem is that this is an SRM form rather than an AR System form. These
are generated on the fly and use some sort of GUIDs, I assume related to the
record in the database that the question is tied to rather than hardcoded field
names. The same would apply to Active Links. While these are being loaded
inside of an AR System form, I don't know that you can fully interact with it
in a clean way from Active Links.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, February 25, 2014 12:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Opening SRM to accept variables from external applications
**
ARS Web Pages already accept data so I'm not sure why you would need to use
something custom.
http://{webserver}/arsys/servlet/ViewFormServlet?server={arsserver}form={formname}username={arsLogin}pwd={pwd}F536870923=0F536870924=Some%20TextF536870925=Some%20More%20texthttp://%7bwebserver%7d/arsys/servlet/ViewFormServlet?server=%7barsserver%7dform=%7bformname%7dusername=%7barsLogin%7dpwd=%7bpwd%7dF536870923=0F536870924=Some%20TextF536870925=Some%20More%20text
If you want it to do something immediately you can add a Form Loaded AL that
looks for some type of key
Fred
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 25, 2014 11:52 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Opening SRM to accept variables from external applications
**
I looked into that recently. Unfortunately the web service for SRM doesn't
include any way of mapping to questions. What we're trying to do is have our
identity management system kick that creates IDs kick off a request to our
hardware and software request form (which is in Remedy) but since these are for
new workers in our organization there is a lot of common data being entered at
once that doesn't exist in a database we have access to yet. They'll be
passing us stuff like first name, last name, manager name, department, etc.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Tuesday, February 25, 2014 11:17 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Opening SRM to accept variables from external applications
**
What about using a web service? I haven't played with SRM other than a prelim
run a couple of years ago but its worth a shot and also already built into
Remedy.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 25, 2014 11:09 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Opening SRM to accept variables from external applications
**
Good morning,
We're working on a plan to allow SRM to accept data from external applications
being passed to a form. This may be a wild goose chase but I thought I'd get
input from here to see if anyone has done something like this.
Basically, we have some JavaScript to enable a listener that we can
theoretically use to accept values from an external source (which also has
built in security to verify the host that's passing the data.) What I was
thinking is that we take that JavaScript, and embed it into the Web Header
Content section of the Default Administrator View on
SRS:SREC_ProvideInformation or maybe one of the JavaScript libraries used by
SRM. At that point, the external application can call the SRM form via a
direct URL and also pass these fields along so it gets pre-populated with data
from the external system.
Has anyone done something like this? If so, do you have a better way or does
this seem on the right track?
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
_ARSlist: Where the Answers Are and have been for 20 years_
Private and confidential as detailed here:
http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the
link, please e-mail sender.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
Re: Opening SRM to accept variables from external applications
Sorry my reply does not help you anyway but it relates to this context. Seems like BMC is taking simple and faster approach of moving away from native remedy where ever it needs flexibility/ease instead of improving the arsystem platform to align with ongoing gui/workflow demands More and more remedy is just being used as a database to just store meta data for the plugins.. Most of the new gui related stuff coming to remedy are all as black boxes like java plugins, dvf, flash plugins, report plugins. It seems like there is a plugin for everything in remedy now a days. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM, Change Templates Global Process Flow
Good morning Remedy Listers Got a strange one... we can't recreate the issue and it happens randomly for various Users. So here's the deal: User enters a Service Request that's linked to a Change Request Template - which uses the -Global- Process Flow. With the Global process flow - a newly created Change Request, using the Change Request Template with the -Global- Process Flow, generated through the Service Request should have the Status of Request For Change. However, some Service Requests, using the Change Request Template with the -Global- Process Flow are generating Change Requests with the Status of Scheduled. What could be causing some Change Requests, using the Change Request Template with the -Global- Process Flow, to create a Change Request with the Status of Scheduled instead of Request For Change? I'm fresh out of ideas... Anybody? Thanks RozzT ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM - Global SRD using an Application Template
ARS 7.6.04 SP4 SRM 7.6.04 SP4 Multi - Tenant Environment Requirement: I need to create an SRD that is visible to all companies that creates a change that uses a pre-defined change template. When you create the AOT with an application template it forces you to pick a company. Therefore I can't create a Global PDT or SRD using an application template. I noticed in the community pages a few people saying they got around this but I haven't been able to get their suggestions to work. Has anyone had a similar requirement and been able to get this to work or is this just a limitation of the product? One final gotcha, I can not doing any customizations, so I can not modify workflow. The solution has to be configuration only. Thanks in advance Kevin Shaffer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM, Change Templates Global Process Flow
Hello RozzT, You can check the class information on both Change Requests (one with Request for Change status and another with Scheduled status) For scheduled status change request, mostly the class information seems to be set as ‘No-Impact’ which will take the change request to Scheduled status if no Change Manager information is provided on Change request when it gets created from SRM application. This transaction is getting executed with 'Change Level Business - No Impact' Approval Configure process form record. Hope this information wouldbe useful to you. From: RozzT rosalin...@yahoo.com To: arslist@ARSLIST.ORG Sent: Wednesday, 19 February 2014 10:25 PM Subject: SRM, Change Templates Global Process Flow Good morning Remedy Listers Got a strange one... we can't recreate the issue and it happens randomly for various Users. So here's the deal: User enters a Service Request that's linked to a Change Request Template - which uses the -Global- Process Flow. With the Global process flow - a newly created Change Request, using the Change Request Template with the -Global- Process Flow, generated through the Service Request should have the Status of Request For Change. However, some Service Requests, using the Change Request Template with the -Global- Process Flow are generating Change Requests with the Status of Scheduled. What could be causing some Change Requests, using the Change Request Template with the -Global- Process Flow, to create a Change Request with the Status of Scheduled instead of Request For Change? I'm fresh out of ideas... Anybody? Thanks RozzT ___ 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: SRM - Global SRD using an Application Template
Kevin, Not sure what you tried but I've gotten it to work using a method Carl Wilson suggested which is opening up the SRD in the base form, and adding the group ID of the company or entitlement group in field 179. Sent from my iPhone On Feb 19, 2014, at 4:34 PM, Kevin Shaffer kevin_l_shaf...@hotmail.com wrote: ** ARS 7.6.04 SP4 SRM 7.6.04 SP4 Multi - Tenant Environment Requirement: I need to create an SRD that is visible to all companies that creates a change that uses a pre-defined change template. When you create the AOT with an application template it forces you to pick a company. Therefore I can't create a Global PDT or SRD using an application template. I noticed in the community pages a few people saying they got around this but I haven't been able to get their suggestions to work. Has anyone had a similar requirement and been able to get this to work or is this just a limitation of the product? One final gotcha, I can not doing any customizations, so I can not modify workflow. The solution has to be configuration only. Thanks in advance Kevin Shaffer _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: SRM - Global SRD using an Application Template
Hi Tauf, Close, SRD:ServiceRequestDefinition_Base and field 112 J The Assignee Groups field controls visibility at the Console level, so you can create a Company based SRD/PDT/AOT/Template then expose this by changing the 112 field and set to Public or the combination of Groups required to access this Service Request. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: 19 February 2014 21:52 To: arslist@ARSLIST.ORG Subject: Re: SRM - Global SRD using an Application Template ** Kevin, Not sure what you tried but I've gotten it to work using a method Carl Wilson suggested which is opening up the SRD in the base form, and adding the group ID of the company or entitlement group in field 179. Sent from my iPhone On Feb 19, 2014, at 4:34 PM, Kevin Shaffer kevin_l_shaf...@hotmail.com wrote: ** ARS 7.6.04 SP4 SRM 7.6.04 SP4 Multi - Tenant Environment Requirement: I need to create an SRD that is visible to all companies that creates a change that uses a pre-defined change template. When you create the AOT with an application template it forces you to pick a company. Therefore I can't create a Global PDT or SRD using an application template. I noticed in the community pages a few people saying they got around this but I haven't been able to get their suggestions to work. Has anyone had a similar requirement and been able to get this to work or is this just a limitation of the product? One final gotcha, I can not doing any customizations, so I can not modify workflow. The solution has to be configuration only. Thanks in advance Kevin Shaffer _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: SRM - Global SRD using an Application Template
Crap! Forgot about the public perms and the field ID. Thanks Carl. Sent from my iPhone On Feb 19, 2014, at 5:18 PM, Carl Wilson carlbwil...@gmail.com wrote: ** Hi Tauf, Close, SRD:ServiceRequestDefinition_Base and field 112 J The Assignee Groups field controls visibility at the Console level, so you can create a Company based SRD/PDT/AOT/Template then expose this by changing the 112 field and set to Public or the combination of Groups required to access this Service Request. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: 19 February 2014 21:52 To: arslist@ARSLIST.ORG Subject: Re: SRM - Global SRD using an Application Template ** Kevin, Not sure what you tried but I've gotten it to work using a method Carl Wilson suggested which is opening up the SRD in the base form, and adding the group ID of the company or entitlement group in field 179. Sent from my iPhone On Feb 19, 2014, at 4:34 PM, Kevin Shaffer kevin_l_shaf...@hotmail.com wrote: ** ARS 7.6.04 SP4 SRM 7.6.04 SP4 Multi - Tenant Environment Requirement: I need to create an SRD that is visible to all companies that creates a change that uses a pre-defined change template. When you create the AOT with an application template it forces you to pick a company. Therefore I can't create a Global PDT or SRD using an application template. I noticed in the community pages a few people saying they got around this but I haven't been able to get their suggestions to work. Has anyone had a similar requirement and been able to get this to work or is this just a limitation of the product? One final gotcha, I can not doing any customizations, so I can not modify workflow. The solution has to be configuration only. Thanks in advance Kevin Shaffer _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: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
Thanks Ravi Rai. I had figured as much. Making the changes now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC SRM Process Consultant in Toronto
Hello Kaniya, I am interested in the position. Was is the rate of pay? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM Web Service Question
Good morning, I can't really find much documentation on the SRM_RequestInterface_Create_WS web service so I thought I'd see if you all have any experience with it. Here's what I'd like to do: Using a third party application, push some data to create a request through SRM_RequestInterface_Create_WS that is added to the user's cart, then within that third party application pop up the hyperlink to the user's cart where they can finish filling out the request. This would be a workaround for the fact that you can't (or at least I haven't figured out how) provide a direct hyperlink to a form in SRM that includes data being automatically set in the fields from an external source. Do you all know if this would work? If not, are there any other suggestions that may work? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
I am looking for a way to hide/disable the Knowledge Article section that appears in SRM 8.1 after searching for a service. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
It is not possible thru configuration We customized few workflow to stop searching and also customized SRS:Servicerequestconsole to hide Knowledge panel. Thanks Ravi Rai Date: Wed, 12 Feb 2014 15:46:37 -0500 From: stacy.f...@state.ca.gov Subject: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1 To: arslist@ARSLIST.ORG I am looking for a way to hide/disable the Knowledge Article section that appears in SRM 8.1 after searching for a service. 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
SRM : Registered and Unregistered templates
Hi Experts, I am reading SRM notes and found a point where it says register application template https://docs.bmc.com/docs/display/public/srm81/Defining+application+object+templates What does registering a template mean ? How about unregistered template ? What to know the difference as well. Thanks, ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM : Registered and Unregistered templates
A template is registered once you use it in an AOT. After it is registered, you can't use it in another AOT. Sent from my iPhone On Feb 11, 2014, at 3:58 PM, Sweety sweetykhann...@gmail.com wrote: Hi Experts, I am reading SRM notes and found a point where it says register application template https://docs.bmc.com/docs/display/public/srm81/Defining+application+object+templates What does registering a template mean ? How about unregistered template ? What to know the difference as well. 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: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?
Howard: I can tell you that we measure MTTR using the Business Hours Duration field from the Assignment Log form. But I can't tell you whether that value gets calculated excluding the time spent in Pending status or not. And you have to be a little careful with it, at least if you build your reports in Analytics. If you bring in any element with a many-to-one relationship to the ticket (such as Work Info or both resolution and response targets from SLM), it can end up incorrectly doubling the value for MTTR in your report. Dunno if that helps you or not... Most of the data in the SLM portion of the incident ticket comes from SLM:Measurement. If what you are looking for exists specifically within SLM, it's probably in there somewhere. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Thursday, January 16, 2014 7:14 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM? ** Hello all, I am looking for a way to report MTTR of incidents with excluding the time for which it was in PENDING status. I think that that data is held some place on an SLA form/field, however, I cannot find it. This is because when you open the SLM Status details (from a closed incident) one of the fields displayed on the Related Service Targets from now says Completed Time (in this case just 21 minutes). However, on a open incident (that is in progress) it shows Time Until Due (in this case 165 hr and 49 min) So I am asking: One am I correct and this would give me the correct MTTR without time in pending? Two anyone have an idea where this form/field is? As always thanks, Howard [Description: Description: Description: Cox Enterprises, Inc]http://www.coxenterprises.com/ Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) [Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png]http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png[Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _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 inline: image001.gifinline: image002.pnginline: image003.pnginline: image004.png
