Re: SRM Integration Question
We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn’t seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other’s data. For example, there may be some way to get customer data by setting up an “on behalf of” person for requests if you don’t have it segregated by company. Other than that, since I haven’t implemented in your scenario, I haven’t thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren’t associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn’t mention what you are integrating with, so I assume you meant to use the word “implementation” instead. Also, you don’t list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I’m sure someone on the list may be able to help. Personally, I’ve been working with SRM since last year, I’m in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender.
Re: SRM Integration Question
Thank You Shawn We will need to check into that ourselves as well. Nice heads up. Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question We were looking at using SRM in a similar fashion for external users. However, you will want to have your contracts and legal groups look over the contract to make sure you are allowed to use it in that way. There were questions here over whether or not BMC allows you to use SRM for external customers, and it was determined by the experts in legal contracts at my company that we should err to the side of caution and not use SRM for external use. BMC may allow it, but since the document that was evaluated here didn’t seem to indicate that it was ok, we decided not to use it for that. If you were going to use it as you describe, one thing to consider is how company-dependent it is. If you use multi-tenancy at all, it will create strict silos here. That may actually be a good thing, unless you want customers somehow figuring out how to access each other’s data. For example, there may be some way to get customer data by setting up an “on behalf of” person for requests if you don’t have it segregated by company. Other than that, since I haven’t implemented in your scenario, I haven’t thought about many of the gotchas. I do think the company question is the biggest one since you would want to segregate the data. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question Thank You Shawn, We are looking at using Remedy ITSM for a service desk for our customers. There are about 500,000 customers. Some customers are companies, some are individuals. The obvious way to bring the customer data into the Remedy ITSM is to store the companies in the company form, and the individuals in the people form. However, the individuals aren’t associated with any company, so we have to resolve that, one way or another. We want to offer a Self Help portal, using SRM. The rate of SRs would average 2000 per day. At busy times, it could go up to 10,000. Has anyone seen a successful implementation of Remedy ITSM, on such as scale? If so, please share some of the gotchas you had to resolve, and maybe even some hints about how you went about it? Respectfully, William Abdo From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Friday, May 07, 2010 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Integration Question ** William, You may get more answers if you clarify your question. You didn’t mention what you are integrating with, so I assume you meant to use the word “implementation” instead. Also, you don’t list out what your concerns are, what types of forms you would build, how many peak users you expect, what type of approvals, etc. If you can provide more detail I’m sure someone on the list may be able to help. Personally, I’ve been working with SRM since last year, I’m in the process of upgrading to 7.6, but it is only used internally in I.T. right now for very limited functionality so I may not be able to provide much assistance. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, May 07, 2010 8:19 AM To: arslist@ARSLIST.ORG Subject: SRM Integration Question ** Hello Remedy Wizards, I really could use your wisdom on this one. Does anyone out there have experience in performing or know of someone that has performed an SRM 7.6.00 integration with more than 500,000 Users? Or, If you had to do this, how would you proceed? Respectfully, William Abdo _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender.
SRM Integration Question
Hi All, Does anyone out there have experience in performing or know of someone that has performed and SRM integration with more than 500,000 Users? Hopefully not importing all the users? SRM 7.6.00 Respectfully, William Abdo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Permissions on SRM 2.1 forms
Thanks! It helps a lot. On Apr 7, 1:30 pm, Joe D'Souza jdso...@shyle.net wrote: Lee, SRS:ServiceRequestConsole General Access = Hidden Public = Visible (I know this makes the above permission questionable) Request Catalog Manager = Visible SRM:Request Public = Hidden Request Master = Visible SRS:ServiceRequestCoordinatorConsole Service Request User = Visible Hope this helps Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of remedy lee Sent: Wednesday, April 07, 2010 10:07 AM To: arsl...@arslist.org Subject: Permissions on SRM 2.1 forms Hi, Can someone tell me the form permissions on SRM 2.1 no patch forms: SRS:ServiceRequestConsole SRM:Request SRS:ServiceRequestCoordinatorConsole Thanks ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Permissions on SRM 2.1 forms
You are welcome.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of remedy lee Sent: Thursday, April 08, 2010 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions on SRM 2.1 forms Thanks! It helps a lot. On Apr 7, 1:30 pm, Joe D'Souza jdso...@shyle.net wrote: Lee, SRS:ServiceRequestConsole General Access = Hidden Public = Visible (I know this makes the above permission questionable) Request Catalog Manager = Visible SRM:Request Public = Hidden Request Master = Visible SRS:ServiceRequestCoordinatorConsole Service Request User = Visible Hope this helps Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of remedy lee Sent: Wednesday, April 07, 2010 10:07 AM To: arsl...@arslist.org Subject: Permissions on SRM 2.1 forms Hi, Can someone tell me the form permissions on SRM 2.1 no patch forms: SRS:ServiceRequestConsole SRM:Request SRS:ServiceRequestCoordinatorConsole Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Permissions on SRM 2.1 forms
Hi, Can someone tell me the form permissions on SRM 2.1 no patch forms: SRS:ServiceRequestConsole SRM:Request SRS:ServiceRequestCoordinatorConsole Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Permissions on SRM 2.1 forms
Lee, SRS:ServiceRequestConsole General Access = Hidden Public = Visible (I know this makes the above permission questionable) Request Catalog Manager = Visible SRM:Request Public = Hidden Request Master = Visible SRS:ServiceRequestCoordinatorConsole Service Request User = Visible Hope this helps Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of remedy lee Sent: Wednesday, April 07, 2010 10:07 AM To: arslist@ARSLIST.ORG Subject: Permissions on SRM 2.1 forms Hi, Can someone tell me the form permissions on SRM 2.1 no patch forms: SRS:ServiceRequestConsole SRM:Request SRS:ServiceRequestCoordinatorConsole Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SRM 2.2 calendar issue Wrong day
We have a ticket it.. I am guessing there is no homemade fix action.. using the SRM - there is a calendar button.. if you use it at the end of the month.. and put in the next month it defauts to the wrong day for the 1st of the month. everytime. It will do this next month as well. Re-Explained Summary: open calendar and forward the date 1 month.. notice the 1st is on the wrong day.. -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM 2.2 calendar issue Wrong day
But you can select the next month beyond, and then go back 1 month and it works correctly. Seems a bit extream to ask the customers to go ahead 2 months, and go back 1 just to get it to work correctly. On Thu, Apr 1, 2010 at 11:04 AM, patrick zandi remedy...@gmail.com wrote: We have a ticket it.. I am guessing there is no homemade fix action.. using the SRM - there is a calendar button.. if you use it at the end of the month.. and put in the next month it defauts to the wrong day for the 1st of the month. everytime. It will do this next month as well. Re-Explained Summary: open calendar and forward the date 1 month.. notice the 1st is on the wrong day.. -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SRM 2.2, ITSM 7.0.3 - Surveys not getting created from Incident Mgmnt
All, Not sure if this is as designed and if it is, if anyone has a workaround. When a user submits a request via the SRM console, a survey is generated when the request is resolved. However, if the request is submitted for the user directly into the HPD:HelpDesk form, the corresponding REQ is created in SRM but the Survey is not. Any ideas? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM 2.2, ITSM 7.0.3 - Surveys not getting created from Incident Mgmnt
Hi, thier has to be ina workflow wriiten on HPD form wherein if a request is resolved then the relevant survey has to be submitted to the survey form Regards Rajesh From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Tuesday, March 30, 2010 11:59 PM To: arslist@ARSLIST.ORG Subject: SRM 2.2, ITSM 7.0.3 - Surveys not getting created from Incident Mgmnt ** All, Not sure if this is as designed and if it is, if anyone has a workaround. When a user submits a request via the SRM console, a survey is generated when the request is resolved. However, if the request is submitted for the user directly into the HPD:HelpDesk form, the corresponding REQ is created in SRM but the Survey is not. Any ideas? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM Error trying to create Process Definition Template
Hi Kevin, Have you considered using Abydos Designer as an alternative ? This would provide you with more flexibility to create whatever SRM processes you need without having to create any PDTs or AOTs Please visit the Abydos website at http://www.abydos-workflow.com www.abydos-workflow.com for more information. Kind regards, The Abydos Team. Tel: +44 (0)1582 400127 US Freephone: 866-635-4358 Fax: +44 (0)1582 450260 Email: i...@abydos-workflow.com Web: http://www.abydos-workflow.com Abydos Analyser - the quickest way to analyse, document, edit and graphically present workflow rules within BMC Remedy applications. Abydos Designer - the fastest and most efficient way to design, deploy, track and maintain IT or other business processes within BMC Remedy applications. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM Error trying to create Process Definition Template
I meant to post this earlier but it had something to do with the data visualizer. Added a different version and all is well Sent from my iPhone On Mar 11, 2010, at 5:13 AM, Simon Urquhart surquh...@abydos-workflow.com wrote: ** Hi Kevin, Have you considered using Abydos Designer as an alternative ? This would provide you with more flexibility to create whatever SRM processes you need without having to create any PDTs or AOTs Please visit the Abydos website at www.abydos-workflow.com for more information. Kind regards, The Abydos Team. Tel: +44 (0)1582 400127 US Freephone: 866-635-4358 Fax: +44 (0)1582 450260 Email: i...@abydos-workflow.com Web: http://www.abydos-workflow.com Abydos Analyser - the quickest way to analyse, document, edit and graphically present workflow rules within BMC Remedy applications. Abydos Designer - the fastest and most efficient way to design, deploy, track and maintain IT or other business processes within BMC Remedy applications. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SRM Error trying to create Process Definition Template
List, Bear with my because I am new to the SRM world but I am trying to configure SRM with a custom form and I went through all of the steps. Now I am at the step now where I need to create the Process Definition Template (PDT) with a third party application and then create my SRD and deploy it. I am trying to create the PDT but I keep getting a error message stating There is no processes defined for this Active process definition template. Define processes or modify the process defintion template status to inactive Well I filled out all the appropriate information and I added a application ohject template (AOT) that I created to this PDT. Has anyone else got this error when trying to create a PDT? Am I missing something here. SRM 2.2 patch 3 ARS 7.5 patch 002 ITSM 7.0.003 patch 009 Windows 2003 x64 SQL 2005 -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM 2.2 Patch 002 - Question Mapping Conversion
Hello list! The other day I upgraded my SRM 2.2 app form Patch 001 to patch 003. Of coure it loaded the patch 002 components as well, which includes a couple of SQL scripts that re-map the question mapping forms. Well, these scripts failed to execute and none of my question mapping would function after the patch install. So I went ahead and wrote a sql query to perform the updates and wound up having to do field type conversions to get the script to function properly. I'm curious if anyone else ran into this issue while patching SRM 2.2. I'm wondering if it is a defect with the product or a dysfunction that is solely applicable to my environment. I had opened a ticket with BMC and their response was to restore my database and install the patch again. I'm running ARS 7.5 Patch 002 on Windows 2003 64-bit with SQL 2005 backend. The two tables that didn't convert were SRM_MasterDataMappingLIst and SRM_SourceToTargetDataAssociat. The issue being that the columns being modified are TEXT and that data type is not valid within the context of T-SQL's REPLACE command. Thanks all! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Uninstalling SRM 7.6
Hello list! I am attempting to downgrade from SRM 7.6 to 2.2 for testing purposes. I ran the uninstall for SRM, I removed entries from SHARE:Application_Properties and I removed all the workflow using the Admin tool. However, when I try to run the 2.2 install it still detects a newer version of SRM. Can anyone suggest where else I might check to locate remnants of the SRM app? Thank you! Eli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Uninstalling SRM 7.6
There is a form called something like data visualization modules.. There should be a SRM related entry there.. remove that too.. Remove all entries related to SRM from Share Application Properties (which I think you must have already done as per your email). Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Eli Schilling Sent: Monday, February 15, 2010 6:04 PM To: arslist@ARSLIST.ORG Subject: Uninstalling SRM 7.6 ** Hello list! I am attempting to downgrade from SRM 7.6 to 2.2 for testing purposes. I ran the uninstall for SRM, I removed entries from SHARE:Application_Properties and I removed all the workflow using the Admin tool. However, when I try to run the 2.2 install it still detects a newer version of SRM. Can anyone suggest where else I might check to locate remnants of the SRM app? Thank you! Eli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM
We are building a new SRM integration. Our team wants to just open with the Support Console instead of the SRM Console. I was wondering what other businesses are doing. I am trying to avoid bringing the same broken processes into a new system. If we bypass the SRM console - is more of the silo effect??? Or is it more efficient to go straight to the Support Console. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
By SRM Console, you mean SRM request entry Console? And By Support Console, you mean ITSM Overview Console? SRM Request entry console is for end users to submit tickets. IT Support Staff uses ITSM overview console for managing tickets. On Tue, Feb 9, 2010 at 10:25 AM, oracle...@aol.com wrote: ** We are building a new SRM integration. Our team wants to just open with the Support Console instead of the SRM Console. I was wondering what other businesses are doing. I am trying to avoid bringing the same broken processes into a new system. If we bypass the SRM console - is more of the silo effect??? Or is it more efficient to go straight to the Support Console. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Displaying open requests for Customers and SRM Documentation
I was asked if there is any way a customer can see all of their open requests (meaning Incidents), or open requests for their department in Remedy - something I used to give them in Remedy Help Desk 4 and 5.5 using ARSPerl. In our implementation of ITSM 7.0 customers have NO ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they are restricted to the Kinetic Request interface - which definitely has no provision whatsoever for showing customers a table or list of their open incidents in ITSM. That shortcoming is one we keep tripping over, everywhere we try to provide request services to ITSM using Kinetic SR. Is there such a capability in SRM? We don't have access to it - have not looked at it since it was about to go into beta and the pricing scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb contains no screen shots, so it is completely worthless in terms of seeing what views of the data you might have when using the application. The docs mention a Business Manager Console, but again, without any screen shots I have no idea what they are talking about. Who is it for, and what does it show? Assuming that SRM is no better than Kinetic SR at showing customers what they have open for them in ITSM, or showing someone like the head of HR all of the tickets opened for or by people from his/her department, how are any of you displaying that sort of thing for customers who are NOT support staff and basically have no permission to access ITSM? In our multi-tenancy setup, the support staff and the customers are not in the same company anyway; support staff have access to the customer company. BTW, the reason we don't give customers any access to ITSM at all is that when we first tested it, any requester that clicked on the URL they were sent OOTB for their incident (created through either Kinetic SR or the Requester Console) would be taken to the Incident form and their ticket after logging on via LDAP, but could then click on Search on that same form and see EVERY INCIDENT that existed for the entire customer company!!! That was a non-starter with our information security folks, as well as all of the IT staffs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Displaying open requests for Customers and SRM Documentation
We use SRM 2.2 to allow users to see their incidents and requests without actually entering the ITSM suite; they don't have unlimited search abilities and in fact don't see any forms in the traditional sense. It does allow them to see any entry they submitted and if you configure the 'On Behalf Of' rules accordingly, they can also view entries submitted by departmental coworkers, etc... The downside is that the 'On Behalf Of' view doesn't show more than one user's entries at a time. Our workaround was to create a 'generic' profile for each customer department and then grant department members 'On Behalf Of' access to that user. New submissions are done under the 'generic' user with the actual submitter listed as a contact. It gives departments one 'queue' to examine if they so choose. It's not elegant, but it is effective. Unfortunately, department policies prevent us from customizing the base ITSM application (we can add to it but not tweak it). In theory, we'll reap the benefits when we upgrade to SRM 7.6 in the very near future. We're hoping that it provides a better solution than our workaround. - Don From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, January 28, 2010 12:14 PM To: arslist@ARSLIST.ORG Subject: Displaying open requests for Customers and SRM Documentation I was asked if there is any way a customer can see all of their open requests (meaning Incidents), or open requests for their department in Remedy - something I used to give them in Remedy Help Desk 4 and 5.5 using ARSPerl. In our implementation of ITSM 7.0 customers have NO ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they are restricted to the Kinetic Request interface - which definitely has no provision whatsoever for showing customers a table or list of their open incidents in ITSM. That shortcoming is one we keep tripping over, everywhere we try to provide request services to ITSM using Kinetic SR. Is there such a capability in SRM? We don't have access to it - have not looked at it since it was about to go into beta and the pricing scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb contains no screen shots, so it is completely worthless in terms of seeing what views of the data you might have when using the application. The docs mention a Business Manager Console, but again, without any screen shots I have no idea what they are talking about. Who is it for, and what does it show? Assuming that SRM is no better than Kinetic SR at showing customers what they have open for them in ITSM, or showing someone like the head of HR all of the tickets opened for or by people from his/her department, how are any of you displaying that sort of thing for customers who are NOT support staff and basically have no permission to access ITSM? In our multi-tenancy setup, the support staff and the customers are not in the same company anyway; support staff have access to the customer company. BTW, the reason we don't give customers any access to ITSM at all is that when we first tested it, any requester that clicked on the URL they were sent OOTB for their incident (created through either Kinetic SR or the Requester Console) would be taken to the Incident form and their ticket after logging on via LDAP, but could then click on Search on that same form and see EVERY INCIDENT that existed for the entire customer company!!! That was a non-starter with our information security folks, as well as all of the IT staffs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ADV Re: [ARSLIST] Displaying open requests for Customers and SRM Documentation
I am sitting in Dallas Airport (DFW) waiting for a delayed plane. (Big weather here today - but good meetings none the less) Chris/gang, Kinetic Request can do what you are asking about. See example: http://img.skitch.com/20100129-fca5mkwenyed1rery2t8nrnttq.jpg Basically the Catalog Page which we call a Launcher is a collection of Remedy queries that get rendered through what we call a partial. Or possibly multiple partials. A partial can actually have more than one source (Requests, Incidents, Changes, Purchase Orders, Complaints, etc...) A launcher can have 0 to many queries (from any Remedy source) to display what you want. The samples we ship with do not do this -- as we do not assume you own ITSM or anything on Remedy. (In fact - we have users that exclusively use Kinetic Request for their request management (meaning no Incidents or Changes etc created). ) Kinetic can actually be a fulfillment target itself. However - people do use Kinetic Request for front ending ITSM, CSS, Purchase Orders etc... To get it to work - is a matter of configuring the Launcher partials. (Basically - change the queries (or add additional) to point to the proper source form - with proper criteria - then modify the partial to display the columns and look/feel that you want.) Example of showing worklog from an incident in ITSM 7: http://img.skitch.com/20100129-dj6anufe1fu7wuud6kt1xx1jxy.jpg Generally I would shy away from discussing incidents and incident numbers with an end-user -- as all things should be Kinetic :) -- more realistically - I think you want to think of the fulfillment as blackbox and where and how something is fulfilled is not of concern to the requester. The thing a requester should think of is their request -- with it's ID (if relevant). Again - more realistically - people do actually have Incidents (without requests) -- and it would be of value to look at them. So - the capability is there. (I expect we have this written up in a how-to of some sort -- I will look it up and send directly) Have fun!!! and enjoy the Texas weather -- MN is -9 tonight. (That is not 9 degrees below freezing -- it is 41 degrees below freezing (as in the difference between 73 and 32 -- yet again 32 to -9)) -John On Jan 28, 2010, at 2:14 PM, strauss wrote: ** I was asked if there is any way a customer can see all of their open requests (meaning Incidents), or open requests for their department in “Remedy” – something I used to give them in Remedy Help Desk 4 and 5.5 using ARSPerl. In our implementation of ITSM 7.0 customers have NO ACCESS AT ALL to ITSM (and the Requester Console is disabled), as they are restricted to the Kinetic Request interface - which definitely has no provision whatsoever for showing customers a table or list of their open incidents in ITSM. That shortcoming is one we keep tripping over, everywhere we try to provide request services to ITSM using Kinetic SR. Is there such a capability in SRM? We don’t have access to it – have not looked at it since it was about to go into beta and the pricing scheme was announced. The SRM 7.6 User Guide off the BMC Supportweb contains no screen shots, so it is completely worthless in terms of seeing what views of the data you might have when using the application. The docs mention a “Business Manager Console,” but again, without any screen shots I have no idea what they are talking about. Who is it for, and what does it show? Assuming that SRM is no better than Kinetic SR at showing customers what they have open for them in ITSM, or showing someone like the head of HR all of the tickets opened for or by people from his/her department, how are any of you displaying that sort of thing for customers who are NOT support staff and basically have no permission to access ITSM? In our multi-tenancy setup, the support staff and the customers are not in the same company anyway; support staff have access to the customer company. BTW, the reason we don’t give customers any access to ITSM at all is that when we first tested it, any requester that clicked on the URL they were sent OOTB for their incident (created through either Kinetic SR or the Requester Console) would be taken to the Incident form and their ticket after logging on via LDAP, but could then click on “Search” on that same form and see EVERY INCIDENT that existed for the entire customer company!!! That was a non-starter with our information security folks, as well as all of the IT staffs. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of the WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I
Re: ADV Re: [ARSLIST] Displaying open requests for Customers and SRM Documentation
Thanks for the quick response, John. These look interesting, and may be able to do what we are looking for. Our Launcher completely hides the Requests table because the only thing it displays OOTB are the Kinetic Requests, which immediately close after generating the appropriate Incident or Work Info entry over in ITSM. They do not remain open, and they are not updated by the ITSM record that they originally generated. Rather than have to explain there's nothing to see here... move along, we just hid the whole thing in our Launcher. Virtually all of the email notifications going out of the system are directly from Incident Management or Service Level Management anyway, so customers never see any reference to the Kinetic Request record that they actually employed to create those records in ITSM. We had to customize those notifications so that customers were always pointed back to the Kinetic Request Launcher (and never to mid-tier), where there are service items for reopening, closing, or updating an existing incident. Since we never exposed the Requester Console in version 7 (in testing, the CAI plugin-driven interface wasn't even remotely as reliable at generating Incidents as Kinetic was), and we don't have SRM, there are no surrogate request records left open for the customer to view that get updated by changes to the Incident. It was actually a cleaner and much more reliable process, but it left us with no effective way to present the open ITSM records to the customer in the only interface they have access to - Kinetic Request. Re-customizing the Launcher to query for ITSM records for the logged-in user should provide the answer, and of course we can create different launchers for different purposes since we have departments that submit multiple requests and want to be able to see all of them at once - as customers. We look forward to seeing the documentation on how to do this, and to being able to extend additional functionality to our customers. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Sundberg Sent: Thursday, January 28, 2010 9:00 PM To: arslist@ARSLIST.ORG Subject: ADV Re: [ARSLIST] Displaying open requests for Customers and SRM Documentation ** I am sitting in Dallas Airport (DFW) waiting for a delayed plane. (Big weather here today - but good meetings none the less) Chris/gang, Kinetic Request can do what you are asking about. See example: http://img.skitch.com/20100129-fca5mkwenyed1rery2t8nrnttq.jpg Basically the Catalog Page which we call a Launcher is a collection of Remedy queries that get rendered through what we call a partial. Or possibly multiple partials. A partial can actually have more than one source (Requests, Incidents, Changes, Purchase Orders, Complaints, etc...) A launcher can have 0 to many queries (from any Remedy source) to display what you want. The samples we ship with do not do this -- as we do not assume you own ITSM or anything on Remedy. (In fact - we have users that exclusively use Kinetic Request for their request management (meaning no Incidents or Changes etc created). ) Kinetic can actually be a fulfillment target itself. However - people do use Kinetic Request for front ending ITSM, CSS, Purchase Orders etc... To get it to work - is a matter of configuring the Launcher partials. (Basically - change the queries (or add additional) to point to the proper source form - with proper criteria - then modify the partial to display the columns and look/feel that you want.) Example of showing worklog from an incident in ITSM 7: http://img.skitch.com/20100129-dj6anufe1fu7wuud6kt1xx1jxy.jpg Generally I would shy away from discussing incidents and incident numbers with an end-user -- as all things should be Kinetic :) -- more realistically - I think you want to think of the fulfillment as blackbox and where and how something is fulfilled is not of concern to the requester. The thing a requester should think of is their request -- with it's ID (if relevant). Again - more realistically - people do actually have Incidents (without requests) -- and it would be of value to look at them. So - the capability is there. (I expect we have this written up in a how-to of some sort -- I will look it up and send directly) Have fun!!! and enjoy the Texas weather -- MN is -9 tonight. (That is not 9 degrees below freezing -- it is 41 degrees below freezing (as in the difference between 73 and 32 -- yet again 32 to -9)) -John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
AD: Remedy Graphical Process Design Tool for SRM and Change
AD: Remedy Graphical Process Design Tool for SRM and Change Abydos are pleased to announce that we will be holding a webinar on Abydos Designer, the Remedy Graphical Process Design Tool for SRM and Change applications on Wednesday 3rd February at 12:00 Noon Eastern Standard Time. Abydos Designer is a tool for process designers that provides a graphical interface to build processes that can be executed on Remedy without the need to develop new applications or customise existing applications or templates. Abydos Designer is particularly beneficial for systems that require multiple different processes and tasks depending on the type of request such as Change Management, Service Request Management and Incident/Problem Management. Please click on this link to register: http://www2.gotomeeting.com/register/179868579 Or visit our website at http://www.abydos-workflow.com Kind regards, The Abydos Team. Tel: +44 (0)1582 400127 US Freephone: 866-635-4358 Fax: +44 (0)1582 450260 Email: i...@abydos-workflow.com Web: http://www.abydos-workflow.com Abydos Analyser - the quickest way to analyse, document, edit and graphically present workflow rules within BMC Remedy applications. Abydos Designer - the fastest and most efficient way to design, deploy, track and maintain IT or other business processes within BMC Remedy applications. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Order in SRM. Is it possible to stablish an order in the requests?
Thanks a lot Mahesh!!! 2010/1/20 Mahesh Chandra mchand...@gmail.com ** Assuming you are on SRM 2.2, 1. Open SRM:CategoryReference form 2. Select Form-Form Properties 3. Click on the Sort tab 4. Click on Request ID in the Sorted Fields section and click the Remove button Thanks Mahesh On Mon, Jan 18, 2010 at 3:52 AM, Alberto Mel. alberto.rem...@gmail.comwrote: ** Hi all! and happy new year to all!. Anybode knows the way to order the service requests alphabetically?. Thank yo very much in advance!. Alberto _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Order in SRM. Is it possible to stablish an order in the requests?
Assuming you are on SRM 2.2, 1. Open SRM:CategoryReference form 2. Select Form-Form Properties 3. Click on the Sort tab 4. Click on Request ID in the Sorted Fields section and click the Remove button Thanks Mahesh On Mon, Jan 18, 2010 at 3:52 AM, Alberto Mel. alberto.rem...@gmail.comwrote: ** Hi all! and happy new year to all!. Anybode knows the way to order the service requests alphabetically?. Thank yo very much in advance!. Alberto _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Order in SRM. Is it possible to stablish an order in the requests?
Hi all! and happy new year to all!. Anybode knows the way to order the service requests alphabetically?. Thank yo very much in advance!. Alberto ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
Hi Tommy We have installed SRM v7.6 - there are alot of new features in the product compared to the v2.0 release (such as smart questions and a handy SRD wizard) - the actual install was a little tricky ... since we had to upgrade our ARS and CMDB versions before doing the SRM install - but once installed ... it seems to work pretty well (based on limited testing .. haven't promoted it to production yet) - I think our biggest issue was using the new installer for our Linux platform (since it needs to use the new v7.5 windows based installer) Personally - having worked with with v2.0 product I would definately recommend using the v7.6 product since there are alot of improvements ... but time will tell since we are just doing our initial rounds of testing on the upgraded system in our test environment Barb Wagner Remedy Architect IBM Global Services (612) 397-2955 Tie Line 608-1958 bar...@us.ibm.com Tommy Morris tommy.mor...@rad IOSHACK.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list (ARSList)Subject arsl...@arslist. SRM ORG 12/30/2009 03:33 PM Please respond to arsl...@arslist.o RG ** Has anyone installed SRM 7.6? If so what do you think about it? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are inline: graycol.gifinline: pic28227.gifinline: ecblank.gif
Re: SRM
Thanks for the heads up with the installation. I am really getting tired of installer issues with this new version of Remedy. So far I have had serious issues with the 7.5 p1 upgrade to CMDB (didn't install all of the Product Catalog objects but said the install was successful), AR 7.5 p3 upgrade (installer was not converting a script correctly and thus blowing up), and CMDB 7.6 upgrade (not installing the service required for AIS but is upgrading the form and workflow). Of course I cannot upgrade to ITSM 7.6 without AIS installed but I expect a nightmare with that one too. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Barb Wagner Sent: Thursday, December 31, 2009 7:34 AM To: arslist@ARSLIST.ORG Subject: Re: SRM ** Hi Tommy We have installed SRM v7.6 - there are alot of new features in the product compared to the v2.0 release (such as smart questions and a handy SRD wizard) - the actual install was a little tricky ... since we had to upgrade our ARS and CMDB versions before doing the SRM install - but once installed ... it seems to work pretty well (based on limited testing .. haven't promoted it to production yet) - I think our biggest issue was using the new installer for our Linux platform (since it needs to use the new v7.5 windows based installer) Personally - having worked with with v2.0 product I would definately recommend using the v7.6 product since there are alot of improvements ... but time will tell since we are just doing our initial rounds of testing on the upgraded system in our test environment Barb Wagner Remedy Architect IBM Global Services (612) 397-2955 Tie Line 608-1958 bar...@us.ibm.com Tommy Morris ---12/30/2009 03:33:28 PM---** Has anyone installed SRM 7.6? If so what do you think about it? Tommy Morris tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 12/30/2009 03:33 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject SRM ** Has anyone installed SRM 7.6? If so what do you think about it? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are image001.gifimage003.pngimage004.png
Re: SRM
Yeah, I know how you feel. In previous versions, if (when) there was a problem with an installer, we could edit the script or so other relatively easy workaround. But now, we don't have that ability, and the scripts don't give reliable output on whether they ran successfully or not. One thing I have had to do is pay more attention to pre-installation setup. Making sure of version compatibility prior to starting is an absolute must, even down to scouring KBs for info not in the manuals. The degree of flexibility in even things like Java and Tomcat versions decreases as the number of AR System plugins and Atrium components increases. Rick -Original Message- From: Tommy Morris tommy.mor...@radioshack.com Date: Thu, 31 Dec 2009 08:19:59 To: arslist@ARSLIST.ORG Subject: Re: SRM Thanks for the heads up with the installation. I am really getting tired of installer issues with this new version of Remedy. So far I have had serious issues with the 7.5 p1 upgrade to CMDB (didn't install all of the Product Catalog objects but said the install was successful), AR 7.5 p3 upgrade (installer was not converting a script correctly and thus blowing up), and CMDB 7.6 upgrade (not installing the service required for AIS but is upgrading the form and workflow). Of course I cannot upgrade to ITSM 7.6 without AIS installed but I expect a nightmare with that one too. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Barb Wagner Sent: Thursday, December 31, 2009 7:34 AM To: arslist@ARSLIST.ORG Subject: Re: SRM ** Hi Tommy We have installed SRM v7.6 - there are alot of new features in the product compared to the v2.0 release (such as smart questions and a handy SRD wizard) - the actual install was a little tricky ... since we had to upgrade our ARS and CMDB versions before doing the SRM install - but once installed ... it seems to work pretty well (based on limited testing .. haven't promoted it to production yet) - I think our biggest issue was using the new installer for our Linux platform (since it needs to use the new v7.5 windows based installer) Personally - having worked with with v2.0 product I would definately recommend using the v7.6 product since there are alot of improvements ... but time will tell since we are just doing our initial rounds of testing on the upgraded system in our test environment Barb Wagner Remedy Architect IBM Global Services (612) 397-2955 Tie Line 608-1958 bar...@us.ibm.com Tommy Morris ---12/30/2009 03:33:28 PM---** Has anyone installed SRM 7.6? If so what do you think about it? Tommy Morris tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 12/30/2009 03:33 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject SRM ** Has anyone installed SRM 7.6? If so what do you think about it? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are image001.gifimage003.pngimage004.png
SRM
Has anyone installed SRM 7.6? If so what do you think about it? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Integrating SRM with Blackberry
Hi All, Anybody here integrated SRM with Blackberry ? Best Regards, Prasanth.P 999-559-5875 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integrating SRM with Blackberry
I do not believe SRM can natively work with the BlackBerry. You may be able to buy external products for that functionality - check out Aeroprise. However, Kinetic Request is built on ARS -- and takes a different strategy -- you might want to check it out. Kinetic Request has worked with the BlackBerry for 4 years now. And, also with the iPhone - since the day it came out. http://www.kineticdata.com/Products/KineticRequest/index.html Use your BlackBerry/iPhone and fill out: http://www.kineticdata.com/AboutUs/RequestInformation.html (The above is driven by Kinetic Request) I will say - it is most common to do approvals with a BlackBerry for Kinetic Request. Probably the next most common is to check off work- orders in the field. However, not so much activity in making Requests -- but you can. So -- if you are in the request management market -- know your options -- make the choice that is right for you. Oh FYI -- Kinetic Request also won the award Innovator of the year at the WWRUG in Las Vegas. http://www.kineticdata.com/News/PressReleases/KineticDataNamedInnovatorOfTheYearByWorldwideRemedyUserGroupWWRUG09ConferenceAttendees.html -John On Nov 24, 2009, at 4:14 AM, Prasanth Prabhakaran wrote: ** Hi All, Anybody here integrated SRM with Blackberry ? Best Regards, Prasanth.P 999-559-5875 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integrating SRM with Blackberry
John, I'm planning to implement approval through blackberry. Best Regards, Prasanth.P 999-559-5875 From: John Sundberg [mailto:john.sundb...@kineticdata.com] Sent: Tuesday, November 24, 2009 10:51 PM To: Prasanth Prabhakaran Subject: Re: [ARSLIST] Integrating SRM with Blackberry Integrating SRM with Blackberry -- what do you mean? Being able to Request a service? Being able to check status of a service? Being able to approve? Being able to fulfill? The main issue is -- SRM is built on MidTier -- MidTier does not support the blackberry. So -- if you want to integrate it -- you are probably going to end up writing your own .java .jsp etc I would think it would be easiest to tackle the approvals. Requests and fulfillments may be quite dynamic -- and therefore much harder. -John On Nov 24, 2009, at 4:14 AM, Prasanth Prabhakaran wrote: ** Hi All, Anybody here integrated SRM with Blackberry ? Best Regards, Prasanth.P 999-559-5875 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integrating SRM with Blackberry
You could use HTML formatted emails for Approval with a hyperlink Approve and Reject. Clicking on the hyperlink must trigger an email to Remedy and have workflow to update the approval status. Thanks Mahesh On Tue, Nov 24, 2009 at 10:24 PM, Prasanth Prabhakaran prasanth.prabhaka...@ust-global.com wrote: ** John, I’m planning to implement approval through blackberry. Best Regards, Prasanth.P 999-559-5875 *From:* John Sundberg [mailto:john.sundb...@kineticdata.com] *Sent:* Tuesday, November 24, 2009 10:51 PM *To:* Prasanth Prabhakaran *Subject:* Re: [ARSLIST] Integrating SRM with Blackberry Integrating SRM with Blackberry -- what do you mean? Being able to Request a service? Being able to check status of a service? Being able to approve? Being able to fulfill? The main issue is -- SRM is built on MidTier -- MidTier does not support the blackberry. So -- if you want to integrate it -- you are probably going to end up writing your own .java .jsp etc I would think it would be easiest to tackle the approvals. Requests and fulfillments may be quite dynamic -- and therefore much harder. -John On Nov 24, 2009, at 4:14 AM, Prasanth Prabhakaran wrote: ** Hi All, Anybody here integrated SRM with Blackberry ? Best Regards, Prasanth.P 999-559-5875 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Changing language in some SRM fields
Hi all, I want to change some fields (buttons, character fields etc) in SRM, specifically in the form SRS: Servicerequestconsole, those under the requests that were made for me, such as the button Show related services, etc.. I can chage many fields from Remedy administrator (or developer studio) or from the form SYS: MessageBox, but these I do not know how. Could anybody help me please?. Thank you very much! Alberto ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Directly Opening a SRM Form
Good afternoon, This has come up before and I don't think anyone has figured it out yet, but I thought I'd ask again before I spend a bunch of time trying to figure it out. Has anyone found a way to directly open a form in SRM without forcing the user to go to the console and click around a bunch of times first? My requirement is to have something like, To request access to this application click this link and have the link go directly to the SRM form for application requests, rather than to the SRM console. I remember being told that it was not possible, but now that it's a solid requirement I have to find a way to make it work one way or another. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Co-ordinator in ars 7.5
Kiran, When creating the SRD, you will need to specify the Coordinator Group on the Service Request tab in the lower section. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of kiran Sent: Tuesday, October 27, 2009 11:22 AM To: arslist@ARSLIST.ORG Subject: SRM Co-ordinator in ars 7.5 ** Hi Listers, Can anyone suggest me how to configure SRM co-ordinator in ars 7.5 I have given all the required privileges but no tickets are visible in my co-ordinator console Can anyone please help me Regards, kiran _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM
Does SRM work with ITSM 6? What is SAM? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
I believe SAM is Asset Management Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Friday, October 16, 2009 10:28 AM To: arslist@ARSLIST.ORG Subject: SRM ** Does SRM work with ITSM 6? What is SAM? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
You may want to Refer Chapter 4 of SRM 2.2 installation guide. Thanks Mahesh On Fri, Oct 16, 2009 at 9:28 AM, Kathy Morris kathymorris...@aol.comwrote: ** Does SRM work with ITSM 6? What is SAM? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
I do not believe SRM does work with ITSM 6, however Kinetic Request (which is a service request management system built on Remedy) does work with ITSM6. http://www.kineticdata.com/Products/KineticRequest/index.html -John On Oct 16, 2009, at 9:28 AM, Kathy Morris wrote: ** Does SRM work with ITSM 6? What is SAM? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
Yes It works with ITSM 6. You can find the PDF in SRM support area with this name: (White Paper) Covers the installation and configuration of SRM 2.1.00 and its integration with the Help Desk 6.0 and Change Management 6.0 applications. PCr On Fri, Oct 16, 2009 at 12:43 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** I do not believe SRM does work with ITSM 6, however Kinetic Request (which is a service request management system built on Remedy) does work with ITSM6. http://www.kineticdata.com/Products/KineticRequest/index.html -John On Oct 16, 2009, at 9:28 AM, Kathy Morris wrote: ** Does SRM work with ITSM 6? What is SAM? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
New BMC release. ITSM SRM 7.6
Hi, I just enter documentation area in BMC support, and I found yesterday was release ITSM 7.6 SRM 7.6 BMC has not sent the Announcement emails, so I want to let you know. Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM
If you are talking to anyone in the government, SAM is Sunflower asset Management m Date: Fri, 16 Oct 2009 12:43:13 -0500 From: john.sundb...@kineticdata.com Subject: Re: SRM To: arslist@ARSLIST.ORG ** I do not believe SRM does work with ITSM 6, however Kinetic Request (which is a service request management system built on Remedy) does work with ITSM6. http://www.kineticdata.com/Products/KineticRequest/index.html -John On Oct 16, 2009, at 9:28 AM, Kathy Morris wrote:** Does SRM work with ITSM 6? What is SAM? _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Where to create a Process Template for SRM?
All, I know that I am getting older then dirt, however, I cannot find the form that allows you to create a Process Template for SRM. On page 52 of the SRM configuration guide its talks about them, but no place that I can find points you to the form. Any ideas? As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Where to create a Process Template for SRM?
Howard, Go to the service request manager console. On the left side select process view then click the create button. Sorry this is off the top of my head as I'm out at lunch Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.comhttp://www.itprophets.com (sent from my Apple IPhone) On Oct 13, 2009, at 12:48 PM, Howard Richter hbr4...@gmail.commailto:hbr4...@gmail.com wrote: ** All, I know that I am getting older then dirt, however, I cannot find the form that allows you to create a Process Template for SRM. On page 52 of the SRM configuration guide its talks about them, but no place that I can find points you to the form. Any ideas? As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = mailto:hbr4...@gmail.com hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_
Re: Where to create a Process Template for SRM?
Howard: Process Definition Templates(PDT's) are maintained on the Service Catalog Manager Console, use Focus to alternate between PDT's and SRD's. - Don From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Tuesday, October 13, 2009 9:48 AM To: arslist@ARSLIST.ORG Subject: Where to create a Process Template for SRM? ** All, I know that I am getting older then dirt, however, I cannot find the form that allows you to create a Process Template for SRM. On page 52 of the SRM configuration guide its talks about them, but no place that I can find points you to the form. Any ideas? As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Install SRM 2.2
Hello all, I would like to install SRM 2.2 in the ITSM 7.1, but i would like to know if I install, what happen with the data of the ITSM Request Console, I have almost 3 thousand data there, because by the Installation manual, i saw that when I install the SRM, replace the forms of the ITSM Resquest Console. If somebody did this, what were the steps? Regards for all Hellyson - Brazil helly...@gmail.com Quando se sabe ouvir não precisam muitas palavras Edgard Scandurra ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Install SRM 2.2
Hi, When you will install SRM 2.2, The requeter console will be not delete, but installer will add active link on action on open with message Requester console is disabled, please use the SRM Console. Cheers Konrad Hellyson pisze: ** Hello all, I would like to install SRM 2.2 in the ITSM 7.1, but i would like to know if I install, what happen with the data of the ITSM Request Console, I have almost 3 thousand data there, because by the Installation manual, i saw that when I install the SRM, replace the forms of the ITSM Resquest Console. If somebody did this, what were the steps? Regards for all Hellyson - Brazil helly...@gmail.com mailto:helly...@gmail.com Quando se sabe ouvir não precisam muitas palavras Edgard Scandurra _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5
Mohtashim, Its not allowing me to send the def files as the size exceeds. You may take the export of the same from any other system or you may share any FTP where I can upload the def files. thanks From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mohtashim Abbasi - Technosys Limited Sent: Wednesday, September 16, 2009 5:15 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5 Thanks Ankita for the solution. I've just found out that I'm missing following active links. 1. SRS:SRC:EN_SetEntitlement_CallGuide 2. SRSSRC:DVFAction_ClearEventAndParamData 3. SRSSRC:DVFAction_SendToDVF_BrowseServices 4. SRSSRC:DVFAction_SendToDVF_BrowseCategories 5. SRSSRC:DVFAction_SendToDVF_ListServicesAndListQuickPicks 6. SRSSRC:DVFAction_SetUserMode 7. SRSSRC:DVFAction_SendToDVF_DisplayBusyView These are not even present in the list of active links configured for SRS:ServiceRequestConsole Form Any suggestions? Regards, Mohtashim From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ankita Ahuja Sent: 16 September 2009 11:35 To: arslist@ARSLIST.ORG Subject: Re: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5 Hi Mohtashim, There's a fix provided for the Error 9217 in SRM. Please find the solution below: Verify the following: SRS:SRC:DVFAction_SendToDVF_ProvideInformation Activelink exists. SRS:SRC:DVFProcessAction Activelink Guide exists and should have 9 Active links in the following order: 1. SRS:SRC:EN_SetEntitlement_CallGuide 2. SRSSRC:DVFAction_ClearEventAndParamData 3. SRSSRC:DVFAction_SendToDVF_BrowseServices 4. SRSSRC:DVFAction_SendToDVF_BrowseCategories 5. SRSSRC:DVFAction_SendToDVF_ListServicesAndListQuickPicks 6. SRSSRC:DVFAction_SendToDVF_ProvideInformation 7. SRSSRC:DVFAction_SetUserMode 8. SRSSRC:DVFAction_SendToDVF_AllActions 9. SRSSRC:DVFAction_SendToDVF_DisplayBusyView Thanks Ankita From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mohtashim Abbasi - Technosys Limited Sent: Wednesday, September 16, 2009 3:10 PM To: arslist@ARSLIST.ORG Subject: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5 Hi Everybody, We are running SRM 2.2 on ARS 7.5 along with ITSM 7.5. We get ARERR [9217] after logging onto SRM application console. It seems like we are having problem accessing plug in directory. Yet we've reviewed all permissions and it seems like permissions are not really the issue. We also configured SRM application to integrate with mid-tier and tested mid-tier URL in browser to find out if we are able to browse to SRM form and all of that works fine. Not much information in error log either that could help us troubleshoot this issue. Please feel free to suggest in case anybody among you have seen this before. Regards, Mohtashim Abbasi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5
Hi Everybody, We are running SRM 2.2 on ARS 7.5 along with ITSM 7.5. We get ARERR [9217] after logging onto SRM application console. It seems like we are having problem accessing plug in directory. Yet we've reviewed all permissions and it seems like permissions are not really the issue. We also configured SRM application to integrate with mid-tier and tested mid-tier URL in browser to find out if we are able to browse to SRM form and all of that works fine. Not much information in error log either that could help us troubleshoot this issue. Please feel free to suggest in case anybody among you have seen this before. Regards, Mohtashim Abbasi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5
Hi Mohtashim, There's a fix provided for the Error 9217 in SRM. Please find the solution below: Verify the following: SRS:SRC:DVFAction_SendToDVF_ProvideInformation Activelink exists. SRS:SRC:DVFProcessAction Activelink Guide exists and should have 9 Active links in the following order: 1. SRS:SRC:EN_SetEntitlement_CallGuide 2. SRSSRC:DVFAction_ClearEventAndParamData 3. SRSSRC:DVFAction_SendToDVF_BrowseServices 4. SRSSRC:DVFAction_SendToDVF_BrowseCategories 5. SRSSRC:DVFAction_SendToDVF_ListServicesAndListQuickPicks 6. SRSSRC:DVFAction_SendToDVF_ProvideInformation 7. SRSSRC:DVFAction_SetUserMode 8. SRSSRC:DVFAction_SendToDVF_AllActions 9. SRSSRC:DVFAction_SendToDVF_DisplayBusyView Thanks Ankita From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mohtashim Abbasi - Technosys Limited Sent: Wednesday, September 16, 2009 3:10 PM To: arslist@ARSLIST.ORG Subject: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5 Hi Everybody, We are running SRM 2.2 on ARS 7.5 along with ITSM 7.5. We get ARERR [9217] after logging onto SRM application console. It seems like we are having problem accessing plug in directory. Yet we've reviewed all permissions and it seems like permissions are not really the issue. We also configured SRM application to integrate with mid-tier and tested mid-tier URL in browser to find out if we are able to browse to SRM form and all of that works fine. Not much information in error log either that could help us troubleshoot this issue. Please feel free to suggest in case anybody among you have seen this before. Regards, Mohtashim Abbasi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5
Thanks Ankita for the solution. I've just found out that I'm missing following active links. 1. SRS:SRC:EN_SetEntitlement_CallGuide 2. SRSSRC:DVFAction_ClearEventAndParamData 3. SRSSRC:DVFAction_SendToDVF_BrowseServices 4. SRSSRC:DVFAction_SendToDVF_BrowseCategories 5. SRSSRC:DVFAction_SendToDVF_ListServicesAndListQuickPicks 6. SRSSRC:DVFAction_SetUserMode 7. SRSSRC:DVFAction_SendToDVF_DisplayBusyView These are not even present in the list of active links configured for SRS:ServiceRequestConsole Form Any suggestions? Regards, Mohtashim _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ankita Ahuja Sent: 16 September 2009 11:35 To: arslist@ARSLIST.ORG Subject: Re: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5 Hi Mohtashim, There's a fix provided for the Error 9217 in SRM. Please find the solution below: Verify the following: SRS:SRC:DVFAction_SendToDVF_ProvideInformation Activelink exists. SRS:SRC:DVFProcessAction Activelink Guide exists and should have 9 Active links in the following order: 1. SRS:SRC:EN_SetEntitlement_CallGuide 2. SRSSRC:DVFAction_ClearEventAndParamData 3. SRSSRC:DVFAction_SendToDVF_BrowseServices 4. SRSSRC:DVFAction_SendToDVF_BrowseCategories 5. SRSSRC:DVFAction_SendToDVF_ListServicesAndListQuickPicks 6. SRSSRC:DVFAction_SendToDVF_ProvideInformation 7. SRSSRC:DVFAction_SetUserMode 8. SRSSRC:DVFAction_SendToDVF_AllActions 9. SRSSRC:DVFAction_SendToDVF_DisplayBusyView Thanks Ankita _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mohtashim Abbasi - Technosys Limited Sent: Wednesday, September 16, 2009 3:10 PM To: arslist@ARSLIST.ORG Subject: ARERR [9217] fail to load data visualisation field for SRM 2.2.0 Patch 003 using ARS 7.5 Hi Everybody, We are running SRM 2.2 on ARS 7.5 along with ITSM 7.5. We get ARERR [9217] after logging onto SRM application console. It seems like we are having problem accessing plug in directory. Yet we've reviewed all permissions and it seems like permissions are not really the issue. We also configured SRM application to integrate with mid-tier and tested mid-tier URL in browser to find out if we are able to browse to SRM form and all of that works fine. Not much information in error log either that could help us troubleshoot this issue. Please feel free to suggest in case anybody among you have seen this before. Regards, Mohtashim Abbasi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.5/SRM 2.2 Issues
Hi Scott, The patch 003 read me, states to install on ARS 7.5 patch 001. Patch 002 is now availavle for ARS 7.5. Try installing patch 002, and then re-installing SRM 2.2. If your using VM should be easy enough to go back to your snapshot prior to SRM install. Ken Scott Parrish sparr...@itprophets.com wrote: Listers, We are currently having major issues with SRM 2.2 Patch 003 running on ARS 7.5.0/ITSM 7.5.01. BMC's answer to the problem is to roll back and reinstall SRM. I am curious, is there anyone out there running SRM 2.2 with ITSM 7.5.01? And, if so, was yours a fresh install of ARS 7.5/ITSM 7.5 or an upgrade? And, did you run into any issues or problems? ARS 7.5.0 ITSM 7.5.1 SQL Server 2005 Windows Server 2003 Standard Edition Scott Parrish IT Prophets (770) 653-5203 www.itprophets.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.5/SRM 2.2 Issues
Scott, While we are on 7.1, I am curious what issues you are having with SRM 2.2. We ran into lots of issues and resolved most of them without a reinstall so if you post them here, we may be able to give you a better answer. We've had some issues with BMC support providing answers with SRM, and I think the reason is that it's too big and complex for only two people (Jason and Jeff) to support in the U.S., so the simple answer ends up being for you to reinstall. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Parrish Sent: Monday, August 10, 2009 4:40 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.5/SRM 2.2 Issues ** Listers, We are currently having major issues with SRM 2.2 Patch 003 running on ARS 7.5.0/ITSM 7.5.01. BMC's answer to the problem is to roll back and reinstall SRM. I am curious, is there anyone out there running SRM 2.2 with ITSM 7.5.01? And, if so, was yours a fresh install of ARS 7.5/ITSM 7.5 or an upgrade? And, did you run into any issues or problems? ARS 7.5.0 ITSM 7.5.1 SQL Server 2005 Windows Server 2003 Standard Edition Scott Parrish IT Prophets (770) 653-5203 www.itprophets.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Print Button on a custom SRM interface form
Hi, How could I get a print button to use the User tool (and crystal) to set up a print view of an SRM advanced interface form? In HPD:Help Desk and other Remedy 7.1 forms, there is a print button that brings up a nice formatted version of an Incident. I would like that same functionality with an SRM form. The existing HPD print button goes through several active links. When I associate the form to the ALs and add the same Print button to my custom form, it fails qualification. SHR:SHR:PrintPreview-R_100 ($OPERATION$ = SET ) OR (($OPERATION$ = QUERY ) AND ($SCHEMA$ LIKE %Console% )) Is it something easy to do? Is there a simple Print object or keyword that I could use? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.5/SRM 2.2 Issues
Is the SRM support just 2 people? Maybe that explains why it took 9 months to fixing a patch issue (they insisted that we reinstall our whole dev environment and reinstall SRM to 'fix' the issue during that 9 month period)... On Aug 11, 9:37 am, Pierson, Shawn shawn.pier...@sug.com wrote: Scott, While we are on 7.1, I am curious what issues you are having with SRM 2.2. We ran into lots of issues and resolved most of them without a reinstall so if you post them here, we may be able to give you a better answer. We've had some issues with BMC support providing answers with SRM, and I think the reason is that it's too big and complex for only two people (Jason and Jeff) to support in the U.S., so the simple answer ends up being for you to reinstall. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Parrish Sent: Monday, August 10, 2009 4:40 PM To: arsl...@arslist.org Subject: ITSM 7.5/SRM 2.2 Issues ** Listers, We are currently having major issues with SRM 2.2 Patch 003 running on ARS 7.5.0/ITSM 7.5.01. BMC's answer to the problem is to roll back and reinstall SRM. I am curious, is there anyone out there running SRM 2.2 with ITSM 7.5.01? And, if so, was yours a fresh install of ARS 7.5/ITSM 7.5 or an upgrade? And, did you run into any issues or problems? ARS 7.5.0 ITSM 7.5.1 SQL Server 2005 Windows Server 2003 Standard Edition Scott Parrish IT Prophets (770) 653-5203 www.itprophets.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.5/SRM 2.2 Issues
By support, I am referring to the BMC Support staff, those that answer phones, etc. I have no idea how many programmers and others are there behind the scenes, but based on what information I have, there are two front-end support people for SRM in the U.S. Both myself and others I have talked with have only worked with these two guys on SRM issues, although they supposedly have worked with engineering as well. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lee Sent: Tuesday, August 11, 2009 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.5/SRM 2.2 Issues Is the SRM support just 2 people? Maybe that explains why it took 9 months to fixing a patch issue (they insisted that we reinstall our whole dev environment and reinstall SRM to 'fix' the issue during that 9 month period)... On Aug 11, 9:37 am, Pierson, Shawn shawn.pier...@sug.com wrote: Scott, While we are on 7.1, I am curious what issues you are having with SRM 2.2. We ran into lots of issues and resolved most of them without a reinstall so if you post them here, we may be able to give you a better answer. We've had some issues with BMC support providing answers with SRM, and I think the reason is that it's too big and complex for only two people (Jason and Jeff) to support in the U.S., so the simple answer ends up being for you to reinstall. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Parrish Sent: Monday, August 10, 2009 4:40 PM To: arsl...@arslist.org Subject: ITSM 7.5/SRM 2.2 Issues ** Listers, We are currently having major issues with SRM 2.2 Patch 003 running on ARS 7.5.0/ITSM 7.5.01. BMC's answer to the problem is to roll back and reinstall SRM. I am curious, is there anyone out there running SRM 2.2 with ITSM 7.5.01? And, if so, was yours a fresh install of ARS 7.5/ITSM 7.5 or an upgrade? And, did you run into any issues or problems? ARS 7.5.0 ITSM 7.5.1 SQL Server 2005 Windows Server 2003 Standard Edition Scott Parrish IT Prophets (770) 653-5203 www.itprophets.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSM 7.5/SRM 2.2 Issues
Listers, We are currently having major issues with SRM 2.2 Patch 003 running on ARS 7.5.0/ITSM 7.5.01. BMC's answer to the problem is to roll back and reinstall SRM. I am curious, is there anyone out there running SRM 2.2 with ITSM 7.5.01? And, if so, was yours a fresh install of ARS 7.5/ITSM 7.5 or an upgrade? And, did you run into any issues or problems? ARS 7.5.0 ITSM 7.5.1 SQL Server 2005 Windows Server 2003 Standard Edition Scott Parrish IT Prophets (770) 653-5203 www.itprophets.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Dataload utility for SRM 2.2
Hello Listers, Is anyone aware of any such utility? To the best of my knowledge BMC doesn't have one in its shop as yet. At least they didn't have one when I had asked about it many many months ago.. If not, what did some of you guys do to get a large volumn of data in? Built your own tool / data load app? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
How to create a process template in SRM
Good morning, afternoon and evening all, I have looked at all of the documentation on SRM v 2.2 but can not find out how to create a process template from a AOT. Anyone know where I can find that info? As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to create a process template in SRM
That information should be in the SRM Users Guide. I only have docs for v2.1 but you should be able to find what you need there. HTH Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Wednesday, July 15, 2009 9:31 AM To: arslist@ARSLIST.ORG Subject: How to create a process template in SRM ** Good morning, afternoon and evening all, I have looked at all of the documentation on SRM v 2.2 but can not find out how to create a process template from a AOT. Anyone know where I can find that info? As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How to create a process template in SRM
To create a PDT. Home Page -- Service Request Management -- Service Catalog Manager Console -- Console Focus -- Process -- Create. Please see SRM 2.2 Admin Guide Page 78 Thanks Mahesh On Wed, Jul 15, 2009 at 11:31 AM, Howard Richter hbr4...@gmail.com wrote: ** Good morning, afternoon and evening all, I have looked at all of the documentation on SRM v 2.2 but can not find out how to create a process template from a AOT. Anyone know where I can find that info? As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM through the thick client
Hi, Question regarding SRM 2.1 through the user tool. We have a citrix server with Remedy 7.1 User tool installed. However, it is restricted to only 1 port that we designated for Remedy. eg 999 or something. It can access AR server and do everything in Remedy except SRM. SRM 2.1 has the midtier part load the Request Entry screen. However, does the Remedy client use midtier on the Citrix box and port 80 and talk directly to midtier server? Or does it use the AR server to pull that Request Entry screen? If the former, then I guess I need to also open port 80. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM through the thick client
SRM data is provided via HTTP or HTTPS whatever you plop in the admin configuration Http://Server.dom.main:/arsys http://server.dom.main:/arsys https://server.dom.main:8443/arsys so if you have a proxy server, and or an isa server it has to pass that way as well.. FYI.. Admin console, general, server information, Advanced tab // Default web path ... this is what is used, Also want to change Application Settings to match.. open CMD Remedy IT Service management, customer configuration, SRM, advanced, application settings, open Modify the mid-tier path.. That should help some... On Tue, Jul 14, 2009 at 10:21 AM, lee haeyoon@gmail.com wrote: Hi, Question regarding SRM 2.1 through the user tool. We have a citrix server with Remedy 7.1 User tool installed. However, it is restricted to only 1 port that we designated for Remedy. eg 999 or something. It can access AR server and do everything in Remedy except SRM. SRM 2.1 has the midtier part load the Request Entry screen. However, does the Remedy client use midtier on the Citrix box and port 80 and talk directly to midtier server? Or does it use the AR server to pull that Request Entry screen? If the former, then I guess I need to also open port 80. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM through the thick client
Hi, The Remedy User tool connects directly to the Remedy Mid-Tier in case of SRM. It caused me many issues in case of multiple mid-tiers. Best regards, Jean-Louis Halleux ARSmarts sa http://www.arsmarts.com On 14 Jul 2009, at 16:21, lee wrote: Hi, Question regarding SRM 2.1 through the user tool. We have a citrix server with Remedy 7.1 User tool installed. However, it is restricted to only 1 port that we designated for Remedy. eg 999 or something. It can access AR server and do everything in Remedy except SRM. SRM 2.1 has the midtier part load the Request Entry screen. However, does the Remedy client use midtier on the Citrix box and port 80 and talk directly to midtier server? Or does it use the AR server to pull that Request Entry screen? If the former, then I guess I need to also open port 80. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM through the thick client
I just got it to work using the 32 bit client, however, its on 2.2 of SRM with 7.5 ITSM, just slower then using it on the web. Howard On Tue, Jul 14, 2009 at 10:41 AM, ARSmarts Support supp...@arsmarts.comwrote: Hi, The Remedy User tool connects directly to the Remedy Mid-Tier in case of SRM. It caused me many issues in case of multiple mid-tiers. Best regards, Jean-Louis Halleux ARSmarts sa http://www.arsmarts.com On 14 Jul 2009, at 16:21, lee wrote: Hi, Question regarding SRM 2.1 through the user tool. We have a citrix server with Remedy 7.1 User tool installed. However, it is restricted to only 1 port that we designated for Remedy. eg 999 or something. It can access AR server and do everything in Remedy except SRM. SRM 2.1 has the midtier part load the Request Entry screen. However, does the Remedy client use midtier on the Citrix box and port 80 and talk directly to midtier server? Or does it use the AR server to pull that Request Entry screen? If the former, then I guess I need to also open port 80. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM through the thick client
Thanks for the replies. I do have the SRM set up and works in midtier. Also works if the user tool is on the network with port 80 access. It's just the few citrix boxes we have that are restricted. I was hoping that just access to the Remedy server would be enough to get SRM (via AR server to midtier server). On Jul 14, 10:50 am, Howard Richter hbr4...@gmail.com wrote: I just got it to work using the 32 bit client, however, its on 2.2 of SRM with 7.5 ITSM, just slower then using it on the web. Howard On Tue, Jul 14, 2009 at 10:41 AM, ARSmarts Support supp...@arsmarts.comwrote: Hi, The Remedy User tool connects directly to the Remedy Mid-Tier in case of SRM. It caused me many issues in case of multiple mid-tiers. Best regards, Jean-Louis Halleux ARSmarts sa http://www.arsmarts.com On 14 Jul 2009, at 16:21, lee wrote: Hi, Question regarding SRM 2.1 through the user tool. We have a citrix server with Remedy 7.1 User tool installed. However, it is restricted to only 1 port that we designated for Remedy. eg 999 or something. It can access AR server and do everything in Remedy except SRM. SRM 2.1 has the midtier part load the Request Entry screen. However, does the Remedy client use midtier on the Citrix box and port 80 and talk directly to midtier server? Or does it use the AR server to pull that Request Entry screen? If the former, then I guess I need to also open port 80. Thanks ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile =http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
The even more fun part would be when (and if) patch 4 is released AND if it is cumulative (which would mean it would include Patch 3).. And if patch 4 fixes SRM and includes Patch 3.. So you would need Patch 4 BUT it may have installation issues cause Patch 3 may not install depending on how smart the installer is.. Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Sunday, July 12, 2009 11:26:52 PM Subject: Re: SRM on 7.5 ** Joe, The fun part is if you need patch 3, how do you install it? Thanks again, Howard On Sun, Jul 12, 2009 at 9:58 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** You are welcome.. That is exactly what Remedy support told me.. that if I do not have ITSM 7.5, patch 3 for SRM is not for me.. It must be the answer to your problem too if you do not have ITSM 7.5.. Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Sunday, July 12, 2009 9:53:19 PM Subject: Re: SRM on 7.5 ** That might be the key, I found one item on the BMC site that stated that patch 3 of SRM must be installed with ITSM 7.5 (incident/change/problem). I wonder if anyone from BMC tested out that configuration? I installed SRM 2.2 and then tried patch 3, that hung. Then I tried patch 1, it looked like it worked (no errors in the logs), but the system says SRM no patch. I tried patch 2, but that hung as well. Tomorrow I will see what BMC says, should be a fun day. Thanks again, Howard On Sun, Jul 12, 2009 at 9:07 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I didn't have any of Problem Change or Incident, but had ITSP 4.0 and SRM 2.2 on ARS 7.5 with SRM working as a standalone so far (no integrations with ITSP as yet). I didn't have any problems except for patch 3 (which basically fixes stuff with ITSM anyways) which was looking for ITSM and not finding it and hence I had a problem with installing Patch 3. Remedy support told me that since I wasn't using ITSM I didn't need patch 3 anyways so do not install it was my solution I got from them. What patch of SRM were you trying to install? I didn't have any problems with 1 and 2 of SRM 2.2 with ITSP 4.x Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Sunday, July 12, 2009 8:55:37 PM Subject: Re: SRM on 7.5 ** Joe, 7.5 (Incident/Problem/Change) with version 2.2 SRM. What order did you install it? I did Incident/Problem/Change first (applied all patches) then tried SRM. I got SRM to install, but when I try to run the patches, the patch just hangs. Also I cannot get the SRM connector to connect to Incident. Howard On Sun, Jul 12, 2009 at 8:10 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I had it working on LINUX not too long ago.. what are you guys having problems with? Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, July 10, 2009 5:26:23 PM Subject: Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, July 10, 2009 2:55 PM To: arslist@ARSLIST.ORG Subject: SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message._Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter
Re: SRM on 7.5
I had it working on LINUX not too long ago.. what are you guys having problems with? Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, July 10, 2009 5:26:23 PM Subject: Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, July 10, 2009 2:55 PM To: arslist@ARSLIST.ORG Subject: SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message._Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
Joe, 7.5 (Incident/Problem/Change) with version 2.2 SRM. What order did you install it? I did Incident/Problem/Change first (applied all patches) then tried SRM. I got SRM to install, but when I try to run the patches, the patch just hangs. Also I cannot get the SRM connector to connect to Incident. Howard On Sun, Jul 12, 2009 at 8:10 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I had it working on LINUX not too long ago.. what are you guys having problems with? Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Friday, July 10, 2009 5:26:23 PM *Subject:* Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.orgwrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Howard Richter *Sent:* Friday, July 10, 2009 2:55 PM *To:* arslist@ARSLIST.ORG *Subject:* SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
I didn't have any of Problem Change or Incident, but had ITSP 4.0 and SRM 2.2 on ARS 7.5 with SRM working as a standalone so far (no integrations with ITSP as yet). I didn't have any problems except for patch 3 (which basically fixes stuff with ITSM anyways) which was looking for ITSM and not finding it and hence I had a problem with installing Patch 3. Remedy support told me that since I wasn't using ITSM I didn't need patch 3 anyways so do not install it was my solution I got from them. What patch of SRM were you trying to install? I didn't have any problems with 1 and 2 of SRM 2.2 with ITSP 4.x Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Sunday, July 12, 2009 8:55:37 PM Subject: Re: SRM on 7.5 ** Joe, 7.5 (Incident/Problem/Change) with version 2.2 SRM. What order did you install it? I did Incident/Problem/Change first (applied all patches) then tried SRM. I got SRM to install, but when I try to run the patches, the patch just hangs. Also I cannot get the SRM connector to connect to Incident. Howard On Sun, Jul 12, 2009 at 8:10 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I had it working on LINUX not too long ago.. what are you guys having problems with? Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, July 10, 2009 5:26:23 PM Subject: Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, July 10, 2009 2:55 PM To: arslist@ARSLIST.ORG Subject: SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message._Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
That might be the key, I found one item on the BMC site that stated that patch 3 of SRM must be installed with ITSM 7.5 (incident/change/problem). I wonder if anyone from BMC tested out that configuration? I installed SRM 2.2 and then tried patch 3, that hung. Then I tried patch 1, it looked like it worked (no errors in the logs), but the system says SRM no patch. I tried patch 2, but that hung as well. Tomorrow I will see what BMC says, should be a fun day. Thanks again, Howard On Sun, Jul 12, 2009 at 9:07 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I didn't have any of Problem Change or Incident, but had ITSP 4.0 and SRM 2.2 on ARS 7.5 with SRM working as a standalone so far (no integrations with ITSP as yet). I didn't have any problems except for patch 3 (which basically fixes stuff with ITSM anyways) which was looking for ITSM and not finding it and hence I had a problem with installing Patch 3. Remedy support told me that since I wasn't using ITSM I didn't need patch 3 anyways so do not install it was my solution I got from them. What patch of SRM were you trying to install? I didn't have any problems with 1 and 2 of SRM 2.2 with ITSP 4.x Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Sunday, July 12, 2009 8:55:37 PM *Subject:* Re: SRM on 7.5 ** Joe, 7.5 (Incident/Problem/Change) with version 2.2 SRM. What order did you install it? I did Incident/Problem/Change first (applied all patches) then tried SRM. I got SRM to install, but when I try to run the patches, the patch just hangs. Also I cannot get the SRM connector to connect to Incident. Howard On Sun, Jul 12, 2009 at 8:10 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I had it working on LINUX not too long ago.. what are you guys having problems with? Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Friday, July 10, 2009 5:26:23 PM *Subject:* Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.orgwrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Howard Richter *Sent:* Friday, July 10, 2009 2:55 PM *To:* arslist@ARSLIST.ORG *Subject:* SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
You are welcome.. That is exactly what Remedy support told me.. that if I do not have ITSM 7.5, patch 3 for SRM is not for me.. It must be the answer to your problem too if you do not have ITSM 7.5.. Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Sunday, July 12, 2009 9:53:19 PM Subject: Re: SRM on 7.5 ** That might be the key, I found one item on the BMC site that stated that patch 3 of SRM must be installed with ITSM 7.5 (incident/change/problem). I wonder if anyone from BMC tested out that configuration? I installed SRM 2.2 and then tried patch 3, that hung. Then I tried patch 1, it looked like it worked (no errors in the logs), but the system says SRM no patch. I tried patch 2, but that hung as well. Tomorrow I will see what BMC says, should be a fun day. Thanks again, Howard On Sun, Jul 12, 2009 at 9:07 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I didn't have any of Problem Change or Incident, but had ITSP 4.0 and SRM 2.2 on ARS 7.5 with SRM working as a standalone so far (no integrations with ITSP as yet). I didn't have any problems except for patch 3 (which basically fixes stuff with ITSM anyways) which was looking for ITSM and not finding it and hence I had a problem with installing Patch 3. Remedy support told me that since I wasn't using ITSM I didn't need patch 3 anyways so do not install it was my solution I got from them. What patch of SRM were you trying to install? I didn't have any problems with 1 and 2 of SRM 2.2 with ITSP 4.x Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Sunday, July 12, 2009 8:55:37 PM Subject: Re: SRM on 7.5 ** Joe, 7.5 (Incident/Problem/Change) with version 2.2 SRM. What order did you install it? I did Incident/Problem/Change first (applied all patches) then tried SRM. I got SRM to install, but when I try to run the patches, the patch just hangs. Also I cannot get the SRM connector to connect to Incident. Howard On Sun, Jul 12, 2009 at 8:10 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I had it working on LINUX not too long ago.. what are you guys having problems with? Joe From: Howard Richter hbr4...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, July 10, 2009 5:26:23 PM Subject: Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, July 10, 2009 2:55 PM To: arslist@ARSLIST.ORG Subject: SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message._Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http
Re: SRM on 7.5
Joe, The fun part is if you need patch 3, how do you install it? Thanks again, Howard On Sun, Jul 12, 2009 at 9:58 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** You are welcome.. That is exactly what Remedy support told me.. that if I do not have ITSM 7.5, patch 3 for SRM is not for me.. It must be the answer to your problem too if you do not have ITSM 7.5.. Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Sunday, July 12, 2009 9:53:19 PM *Subject:* Re: SRM on 7.5 ** That might be the key, I found one item on the BMC site that stated that patch 3 of SRM must be installed with ITSM 7.5 (incident/change/problem). I wonder if anyone from BMC tested out that configuration? I installed SRM 2.2 and then tried patch 3, that hung. Then I tried patch 1, it looked like it worked (no errors in the logs), but the system says SRM no patch. I tried patch 2, but that hung as well. Tomorrow I will see what BMC says, should be a fun day. Thanks again, Howard On Sun, Jul 12, 2009 at 9:07 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I didn't have any of Problem Change or Incident, but had ITSP 4.0 and SRM 2.2 on ARS 7.5 with SRM working as a standalone so far (no integrations with ITSP as yet). I didn't have any problems except for patch 3 (which basically fixes stuff with ITSM anyways) which was looking for ITSM and not finding it and hence I had a problem with installing Patch 3. Remedy support told me that since I wasn't using ITSM I didn't need patch 3 anyways so do not install it was my solution I got from them. What patch of SRM were you trying to install? I didn't have any problems with 1 and 2 of SRM 2.2 with ITSP 4.x Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Sunday, July 12, 2009 8:55:37 PM *Subject:* Re: SRM on 7.5 ** Joe, 7.5 (Incident/Problem/Change) with version 2.2 SRM. What order did you install it? I did Incident/Problem/Change first (applied all patches) then tried SRM. I got SRM to install, but when I try to run the patches, the patch just hangs. Also I cannot get the SRM connector to connect to Incident. Howard On Sun, Jul 12, 2009 at 8:10 PM, Joe DeSouza joe_rem...@yahoo.comwrote: ** I had it working on LINUX not too long ago.. what are you guys having problems with? Joe -- *From:* Howard Richter hbr4...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Friday, July 10, 2009 5:26:23 PM *Subject:* Re: SRM on 7.5 ** I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.orgwrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Howard Richter *Sent:* Friday, July 10, 2009 2:55 PM *To:* arslist@ARSLIST.ORG *Subject:* SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn
SRM on 7.5
Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC's help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don't want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, July 10, 2009 2:55 PM To: arslist@ARSLIST.ORG Subject: SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM on 7.5
I got it installed, but not the can not get the patches to install. Also I am not sure any of the integrations worked as well. Monday will be my day to open that ticket with BMC. Thanks, Howard On Fri, Jul 10, 2009 at 5:07 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** If you manage to get this to work, let me know how you did it. I fought this for well over a month with no success, even with BMC’s help. Although, to be fair I have to say that I stopped trying before BMC could help me come to a solution, so I don’t want to imply that they were unable to help me solve the problem. Actually, I did get the installer to run, but once I restarted the AR server after the install, I got all kinds of errors, and the server was unusable after that. I had to restore the database from backup after every time that I tried. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Howard Richter *Sent:* Friday, July 10, 2009 2:55 PM *To:* arslist@ARSLIST.ORG *Subject:* SRM on 7.5 ** Good Friday afternoon all, Is there some strange step that is needed to install SRM on a new install of 7.5? I have been fighting this all day. Thanks and have a great weekend, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Work Order Templates and Multi-Tenancy
Shawn, unfortunately you will have to set up a work order for each company if you want to attach an AOT to it. AOT's cannot be related to a company of global. we used the copy to new feature to make it easier, but the template names need to be modified since they have to be unique. Tami Palacky Remedy Developer Dev Technologies On Jul 8, 9:29 am, Pierson, Shawn shawn.pier...@sug.com wrote: Good morning, I've been working with SRM and the Work Order Management, and was curious if anyone knew of a way to allow Work Order Templates to have a company of -Global-, because in our environment there are tasks that can be used by any company such as setting up a login id. I'd prefer not to create a separate template for each company, but it looks like that may be the only way to go OOtB. Am I wrong? If so, I will look into customizing the template workflow. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM Question Information
i have been trying to come up with a way to capture the mapped data that is entered in the service request definition questions selected in the question details section of the service request. i have located 2 forms where the information is sent to and stored, SRM:AppInstanceBridge and the SRD:MultipleQuestionResponse forms. i have determined that the SRD:MultipleQuestionResponse form contains the information and is sent to the SRM:AppInstanceBridge form (in a table field) with which i believe uses the Instance ID field to identify the records are related to the same request. there are filters and CAI events that process this data, but i am not familiar with them and support has been less that helpful, as usual, referring me to the documentation that i have already read several times. if anyone has knowledge of how i can utilize this information, send it to another form or something, please let me know. with the way SRM is currently set up, there is no way to report or audit this information. environment : ARS ITSM 7.1 patch 6 SRM 2.2 patch 2 Oracle DB thank you Tami Palacky Remedy Developer Dev Technology ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Work Order Templates and Multi-Tenancy
Tami, Thanks for the email. I thought this was the case. I may still evaluate a customization to allow -Global- templates. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tami Palacky Sent: Thursday, July 09, 2009 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Work Order Templates and Multi-Tenancy Shawn, unfortunately you will have to set up a work order for each company if you want to attach an AOT to it. AOT's cannot be related to a company of global. we used the copy to new feature to make it easier, but the template names need to be modified since they have to be unique. Tami Palacky Remedy Developer Dev Technologies On Jul 8, 9:29 am, Pierson, Shawn shawn.pier...@sug.com wrote: Good morning, I've been working with SRM and the Work Order Management, and was curious if anyone knew of a way to allow Work Order Templates to have a company of -Global-, because in our environment there are tasks that can be used by any company such as setting up a login id. I'd prefer not to create a separate template for each company, but it looks like that may be the only way to go OOtB. Am I wrong? If so, I will look into customizing the template workflow. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here:http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Wednesday SRM Humor
i am going to have to side with Shawn no matter what. i have been pulling my hair out over SRM and its idiosyncrasies for over 6 months. harldy anyone knows anything about this application and support is not always helpful or its out of the realm of support On Jul 8, 6:05 pm, Lyle Taylor tayl...@ldschurch.org wrote: foo, bar and foobar are very commonly used in the field of computer programming and have been around for quite a while. Take a look at this: http://en.wikipedia.org/wiki/Foobar Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:53 PM To: arsl...@arslist.org Subject: Re: Wednesday SRM Humor ** I recall when I was learning Perl the book I used always seemed to use $foo and $bar as variable names, and I know there is some other history of spelling it that way, but I'm not really familiar with it like I am the military term fubar. Shawn From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, July 08, 2009 4:45 PM To: arsl...@arslist.org Subject: Re: Wednesday SRM Humor ** Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arsl...@arslist.org Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Wednesday SRM Humor
Yeah, I completely understand. I've had similar experiences with other of the ITSM apps. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tami Palacky Sent: Thursday, July 09, 2009 2:17 PM To: arslist@ARSLIST.ORG Subject: Re: Wednesday SRM Humor i am going to have to side with Shawn no matter what. i have been pulling my hair out over SRM and its idiosyncrasies for over 6 months. harldy anyone knows anything about this application and support is not always helpful or its out of the realm of support On Jul 8, 6:05 pm, Lyle Taylor tayl...@ldschurch.org wrote: foo, bar and foobar are very commonly used in the field of computer programming and have been around for quite a while. Take a look at this: http://en.wikipedia.org/wiki/Foobar Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:53 PM To: arsl...@arslist.org Subject: Re: Wednesday SRM Humor ** I recall when I was learning Perl the book I used always seemed to use $foo and $bar as variable names, and I know there is some other history of spelling it that way, but I'm not really familiar with it like I am the military term fubar. Shawn From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, July 08, 2009 4:45 PM To: arsl...@arslist.org Subject: Re: Wednesday SRM Humor ** Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arsl...@arslist.org Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Question Information
1. Copy the table field from SRM:AppInstanceBridge onto your destination form. 2. Loop the table field and set the values on to the destination fields. Thanks Mahesh On Thu, Jul 9, 2009 at 10:46 AM, Tami Palacky tpala...@gmail.com wrote: i have been trying to come up with a way to capture the mapped data that is entered in the service request definition questions selected in the question details section of the service request. i have located 2 forms where the information is sent to and stored, SRM:AppInstanceBridge and the SRD:MultipleQuestionResponse forms. i have determined that the SRD:MultipleQuestionResponse form contains the information and is sent to the SRM:AppInstanceBridge form (in a table field) with which i believe uses the Instance ID field to identify the records are related to the same request. there are filters and CAI events that process this data, but i am not familiar with them and support has been less that helpful, as usual, referring me to the documentation that i have already read several times. if anyone has knowledge of how i can utilize this information, send it to another form or something, please let me know. with the way SRM is currently set up, there is no way to report or audit this information. environment : ARS ITSM 7.1 patch 6 SRM 2.2 patch 2 Oracle DB thank you Tami Palacky Remedy Developer Dev Technology ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Wednesday SRM Humor
We have been working with a guy named Jason on our issues, and he has been helpful. However, I think BMC should just put some of the engineers on first level support for a few months and notify everyone that bought SRM. I do think that once you get past the issues and get everything working, it's probably a decent product. The problem is that it is more complex and involved than any other OOtB Remedy application. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tami Palacky Sent: Thursday, July 09, 2009 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: Wednesday SRM Humor i am going to have to side with Shawn no matter what. i have been pulling my hair out over SRM and its idiosyncrasies for over 6 months. harldy anyone knows anything about this application and support is not always helpful or its out of the realm of support On Jul 8, 6:05 pm, Lyle Taylor tayl...@ldschurch.org wrote: foo, bar and foobar are very commonly used in the field of computer programming and have been around for quite a while. Take a look at this: http://en.wikipedia.org/wiki/Foobar Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:53 PM To: arsl...@arslist.org Subject: Re: Wednesday SRM Humor ** I recall when I was learning Perl the book I used always seemed to use $foo and $bar as variable names, and I know there is some other history of spelling it that way, but I'm not really familiar with it like I am the military term fubar. Shawn From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, July 08, 2009 4:45 PM To: arsl...@arslist.org Subject: Re: Wednesday SRM Humor ** Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arsl...@arslist.org Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Work Order Templates and Multi-Tenancy
Even, I would prefer customization. As per SRM 2.2 configuration guide page 54 this is as designed. But I never understood the logic behind it. Thanks Mahesh On Thu, Jul 9, 2009 at 1:50 PM, Pierson, Shawn shawn.pier...@sug.comwrote: Tami, Thanks for the email. I thought this was the case. I may still evaluate a customization to allow -Global- templates. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Tami Palacky Sent: Thursday, July 09, 2009 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: SRM Work Order Templates and Multi-Tenancy Shawn, unfortunately you will have to set up a work order for each company if you want to attach an AOT to it. AOT's cannot be related to a company of global. we used the copy to new feature to make it easier, but the template names need to be modified since they have to be unique. Tami Palacky Remedy Developer Dev Technologies On Jul 8, 9:29 am, Pierson, Shawn shawn.pier...@sug.com wrote: Good morning, I've been working with SRM and the Work Order Management, and was curious if anyone knew of a way to allow Work Order Templates to have a company of -Global-, because in our environment there are tasks that can be used by any company such as setting up a login id. I'd prefer not to create a separate template for each company, but it looks like that may be the only way to go OOtB. Am I wrong? If so, I will look into customizing the template workflow. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Wednesday SRM Humor
I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Wednesday SRM Humor
Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arslist@ARSLIST.ORG Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Wednesday SRM Humor
I recall when I was learning Perl the book I used always seemed to use $foo and $bar as variable names, and I know there is some other history of spelling it that way, but I'm not really familiar with it like I am the military term fubar. Shawn From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, July 08, 2009 4:45 PM To: arslist@ARSLIST.ORG Subject: Re: Wednesday SRM Humor ** Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arslist@ARSLIST.ORG Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Wednesday SRM Humor
foo, bar and foobar are very commonly used in the field of computer programming and have been around for quite a while. Take a look at this: http://en.wikipedia.org/wiki/Foobar Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:53 PM To: arslist@ARSLIST.ORG Subject: Re: Wednesday SRM Humor ** I recall when I was learning Perl the book I used always seemed to use $foo and $bar as variable names, and I know there is some other history of spelling it that way, but I'm not really familiar with it like I am the military term fubar. Shawn From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, July 08, 2009 4:45 PM To: arslist@ARSLIST.ORG Subject: Re: Wednesday SRM Humor ** Nice. :-) Although, in their defense, they may really have meant FOOBAR and not FUBAR - they're two completely different things. The fact that the later seems to apply in many cases is beside the point. ;-) Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, July 08, 2009 3:35 PM To: arslist@ARSLIST.ORG Subject: Wednesday SRM Humor ** I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate Change and Incident templates to AOTs. As a part of my troubleshooting, In my investigations, it appears that BMC hardcoded a field in the search criteria for Incident and Change templates that doesn't exist on either the HPD or CHG Template forms. However, that field does exist on a form called SRM:SampleAppTemplate. When I opened that form to look, I saw what BMC's developers really think about the SRM product -- the Assigned Group field on that form has a default value of FOOBAR. So we see that not only do BMC developers appear to have a low opinion of their product, but their bugs are not limited to the application itself. Even their spelling of FUBAR is incorrect. It could be worse though. At least they're not as bad as Microsoft. :) Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM CSS Definition
HI, all Do somebody know how to modify the CSS of the SRM, I reallly need some suggestion, thanks Best Regards, 金 恺 （Kevin Jin） Professional Service Consultant BMC Software China Room 516, 5th Floor,159 Madang Road, Xintiandi,Shanghai 200021,China Tel. +8621-6135-7233 Fax: +8621-6135-7232
Re: SRM CSS Definition
the enviroment ARS7.5patch001 Kevin-J wrote: HI, all Do somebody know how to modify the CSS of the SRM, I reallly need some suggestion, thanks Best Regards, 金 恺 （Kevin Jin） Professional Service Consultant BMC Software China Room 516, 5th Floor,159 Madang Road, Xintiandi,Shanghai 200021,China Tel. +8621-6135-7233 Fax: +8621-6135-7232 -- View this message in context: http://www.nabble.com/SRM-CSS-Definition-tp23991557p23991656.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM Help
I am trying to create an SRD that has several PDT's attached. All of the PDT's are executed in the same phase / sequence when the SRD is selected. Each PDT has a different approver and is not dependant of any of the other PDT's. I have read the manuals what seems like a bazillion times and cannot determine how to set this up. AOT approvals? Work Order approvals? Entitlements? Any assistance is greatly appreciated. Thank you ! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Help
As far as I know, approvals are defined on SRD and not AOT or PDT. You may want to use an Advanced Interface Form and add custom workflow for this. Thanks Mahesh On Mon, Jun 8, 2009 at 12:32 PM, Tami Palacky tpala...@gmail.com wrote: ** I am trying to create an SRD that has several PDT's attached. All of the PDT's are executed in the same phase / sequence when the SRD is selected. Each PDT has a different approver and is not dependant of any of the other PDT's. I have read the manuals what seems like a bazillion times and cannot determine how to set this up. AOT approvals? Work Order approvals? Entitlements? Any assistance is greatly appreciated. Thank you ! _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM Training
Good morning, I am curious if any BMC partners out there offers training for SRM. Our problem is that BMC seems to never have actual classes on it that aren't cancelled, so we want to find someone who actually does offer the training. Also, I'm aware that BMC offers online courses, but it's not of any value to us unless we are physically offsite and away from our email and users. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
SRM: Navigational Categorization
Hi I defined my navigational service categories in the request entry point. The service categories are there - I am just not finding how to change the order of how the categories are displayed. I looked in the SRM guide, and I did not find it. Does anyone now how to arrange the order of the services on the Request Entry page? **We found the real ‘Hotel California’ and the ‘Seinfeld’ diner. What will you find? Explore WhereItsAt.com. (http://www.whereitsat.com/#/music/all-spots/355/47.796964/-66.374711/2/Youve-Found-Where-Its-At?ncid=eml cntnew0007) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM: Navigational Categorization
The default behaviour is that they are arranged by alphabetical order on Navigational Tier 1. However, there is a bug and to fix that, you may do the following. 1. In the admin tool open SRM:CategoryReference form 2. Select Form-Form Properties 3. Click on the Sort tab 4. Click on Request ID in the Sorted Fields section and click the Remove button 5. Save the form 6. Restart the User tool and click on Request Entry Console Navigational Categories should be sorted in Alphabetic order. Thanks Mahesh On Tue, Jun 2, 2009 at 1:02 PM, Kathy Morris kathymorris...@aol.com wrote: ** Hi I defined my navigational service categories in the request entry point. The service categories are there - I am just not finding how to change the order of how the categories are displayed. I looked in the SRM guide, and I did not find it. Does anyone now how to arrange the order of the services on the Request Entry page? -- We found the real 'Hotel Californiahttp://www.whereitsat.com/#/music/lyrical-landmarks/258/41.19651/-110.832818/2/The-Eagles-Hotel-California?ncid=emlcntnew0006' and the 'Seinfeldhttp://www.whereitsat.com/#/television/totally-tv/165/47.871213/-66.348481/2/Seinfeld-Diner?ncid=emlcntnew0005' diner. What will you find? Explore *WhereItsAt.com*http://www.whereitsat.com/#/music/all-spots/355/47.796964/-66.374711/2/Youve-Found-Where-Its-At?ncid=emlcntnew0007 . _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Skip SRM console or pass vital info
One way of doing this… 1. Create a regular form. I just copy the form “SRS:AdvancedInterface_WithBackendMapping” 2. Create an Active Link to set the Requester Information and Service Catalog Instance ID, SRD Title. I run the active link on Window Loaded with Run If of Operation = ‘Submit” 3. Add all your questions and workflow (if any) to validate the responses. 4. On submit, create a Filter that will push the data to “SRM: RequestInterface_Create”. Make sure you pass the requester information, Title Instance ID and Source Keyword. You may also add SR Type Fields from “SRM:Request” onto “SRM:RequestInterface_Create” so that the data can be mapped on the backend forms (Incident/ Change/ Work Order ) accordingly. 5. Create a URL for the form created in Step 1 and submit a request using that URL. A new request will be created and this request will show up in “Submitted Requests” on Request Entry Console. I use a similar approach to generate multiple work orders for the same request. A work order for each Requested For person...something that we customized. Thanks Mahesh On Thu, May 21, 2009 at 1:37 AM, Anthony K R anthony_rathna...@dell.comwrote: ** Thank you very much Matt. Will try. Regards, *Anthony* *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Matthew Perrault *Sent:* Tuesday, May 19, 2009 6:38 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Skip SRM console or pass vital info ** Anthony, We are working on the same thing here. The way to do it is to use an advanced interface form with Back end Mapping. Then you can have the URL pass the parameters to the form/fields as you need with the F1001=”Value”F123456=”value2”…. Where in F1001, the 1001 is the field Id. And when the Form is opened, it will set the Request ID, and on submission, it will create the SRM:Request record stub. HTH, Matt P *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Anthony K R *Sent:* Monday, May 18, 2009 11:06 PM *To:* arslist@ARSLIST.ORG *Subject:* Skip SRM console or pass vital info ** *Hi,* (Sending behalf of my colleague) *“* I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn’t filled in for a request because it wasn’t navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? “ Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Skip SRM console or pass vital info
Thank you very much Matt. Will try. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Tuesday, May 19, 2009 6:38 PM To: arslist@ARSLIST.ORG Subject: Re: Skip SRM console or pass vital info ** Anthony, We are working on the same thing here. The way to do it is to use an advanced interface form with Back end Mapping. Then you can have the URL pass the parameters to the form/fields as you need with the F1001=ValueF123456=value2 Where in F1001, the 1001 is the field Id. And when the Form is opened, it will set the Request ID, and on submission, it will create the SRM:Request record stub. HTH, Matt P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Monday, May 18, 2009 11:06 PM To: arslist@ARSLIST.ORG Subject: Skip SRM console or pass vital info ** Hi, (Sending behalf of my colleague) I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
