Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
I whole heartedly second the opinion that an option to turn that feature off for certain groups, especially Public, should be added to the system. Otherwise, I just looked into this issue recently due to spamming every contact in Remedy twice in a week - had to delete over 100K e-mails. The translation happens internally as part of the Notify action in a Filter (or Active Link). That is, you have a Notify action that sends to zero, and the system translates that to everyone and stars creating the messages in the AR System Email Messages form. You won't see a message in the AR System Email Messages form that goes to 0. In my case, I decided the easiest place to stop things, that would catch any OOB ITSM notifications going to 0, was on the NTE:Notifier form. A record gets created in there for every e-mail that goes out. I added validation filters that attempt to ensure that the e-mail address is at least remotely valid (like it contains an @ and it isn't at the beginning or end of the address, etc.). If the e-mail address is not valid, I simply clear it, and the system then doesn't even try to send a message. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Thursday, June 09, 2011 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** I agree that group translation is useful and I can even see where it could be useful to have a contact record that would have a group ID instead of an email address, but the price of making a mistake is disturbingly high. I think it wouldn't hurt to have the option to prevent emails to Public (and perhaps some of the other common groups like General Access), in the same way that you can configure ARS to disallow unqualified searches. It's an option that almost everyone would want to have active while still allowing a unique customer to turn it off. I'm guessing that, as usual, we'll have to do it first so Remedy can use it in the next patch. . . ;^) So does anyone know where the translation taking place off-hand? Is it a central location or a common action in several modules? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Wednesday, June 08, 2011 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Well, you specifically told the email system to notify the group Public (group ID = 0) -and- there are sound reasons and a reasonable need for the ability to notify by group ID. Unfortunately, you found out the hard way what 0 resolves to... You aren't alone as this is not the first time this has happened and likely won't be the last. I'll presume you've already got a filter in place to error if email address = 0. Don't feel too bad. It's not like you ran rm -r * without realizing you were from root while logged in as root on a unix box or something. (There's a story somewhere in there...) I don't mean to make light of your episode, but hopefully, you will look back on this and get a chuckle. So, keep your chin up. You have a nice bragging scar from this lesson. JDHood On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
My experience related to source of such huge number of outbound emails was little different were we get huge number of email template based duplicate incidents sent to remedy system where the email engine will struggle to keep up with the outbound emails to be sent. All we do in such case is we go to the NTE Sys Process control form and delete all the ones pending to be processed related to that particular source email template. And also go to AR System email message form and make the Send Message = No by having the Group name criteria which will be in the email subject. Unfortnately i haven't seen a Group Notifications feature in 7.1 NTE Module for sending group emails instead of sending for each individual. This would have been a good feature for number of emails to be sent by the email engine and making the email engine to perform better. -Sathish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
I agree that group translation is useful and I can even see where it could be useful to have a contact record that would have a group ID instead of an email address, but the price of making a mistake is disturbingly high. I think it wouldn't hurt to have the option to prevent emails to Public (and perhaps some of the other common groups like General Access), in the same way that you can configure ARS to disallow unqualified searches. It's an option that almost everyone would want to have active while still allowing a unique customer to turn it off. I'm guessing that, as usual, we'll have to do it first so Remedy can use it in the next patch. . . ;^) So does anyone know where the translation taking place off-hand? Is it a central location or a common action in several modules? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Wednesday, June 08, 2011 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Well, you specifically told the email system to notify the group Public (group ID = 0) -and- there are sound reasons and a reasonable need for the ability to notify by group ID. Unfortunately, you found out the hard way what 0 resolves to... You aren't alone as this is not the first time this has happened and likely won't be the last. I'll presume you've already got a filter in place to error if email address = 0. Don't feel too bad. It's not like you ran rm -r * without realizing you were from root while logged in as root on a unix box or something. (There's a story somewhere in there...) I don't mean to make light of your episode, but hopefully, you will look back on this and get a chuckle. So, keep your chin up. You have a nice bragging scar from this lesson. JDHood On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or
WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ /prefont face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.brpre ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero” in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from “AR System Email Messages” form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in “AR System Email Messages”. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA – pardon the pun), they said we just had to let them process – RIDICULUOUS! Furthermore we found out through this issue that this is an “AS DESIGNED” feature – RIDICULULOUS! So be warned if you don’t want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good “AS DESIGNED” feature. I can understand needing that capability for use in workflow – but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
Any decent well designed application will have layers of abstraction :) Who doesn't validate for '@' in an email field! Apparently BMC. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, June 08, 2011 9:05 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero” in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from “AR System Email Messages” form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in “AR System Email Messages”. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA – pardon the pun), they said we just had to let them process – RIDICULUOUS! Furthermore we found out through this issue that this is an “AS DESIGNED” feature – RIDICULULOUS! So be warned if you don’t want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good “AS DESIGNED” feature. I can understand needing that capability for use in workflow – but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
We process about 20-30k emails a day - if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed - it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are --
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
/rant The Support solution of just let the notifications process seems to be the real kick in the crotch though. I am not very happy with the quick answers that I am getting from BMC Support lately. Seems the support guys have circled back to Reboot, Upgrade, Working As Designed, Restore Database. I'm thinking of making a Magic 8-Ball and using that before putting in a ticket. /end rant From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
By the way, I believe I saw this behavior once when a - (dash) was in the To: field on ARS 6.0 (Solaris/Oracle). (Perhaps it got interpreted as an 0?) David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, June 08, 2011 10:05 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
A mis-configured MTA will allow you to put whatever you want into the reply-to header. Axton Grams On Wed, Jun 8, 2011 at 9:11 AM, Andrew C Goodall ago...@jcpenney.com wrote: Any decent well designed application will have layers of abstraction :) Who doesn't validate for '@' in an email field! Apparently BMC. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, June 08, 2011 9:05 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer.
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
When things like this happen, the only way to get rid of these emails before they go out is to start deleting pending emails from the staging form. I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails that got generated, I was able to delete 20,000(give or take). Had to keep refreshing the form for a while till they stopped getting created. Hind-sight I should have just changed the status to sent as a bulk modify would have been faster than delete. I am sure all seasoned developers have run into this at some point. Now You now need to setup some workflow to ensure the email address doesn't get populated with a zero again... The email issue has been around since version 6.x, and don't think it's going away anytime soon. Sent from my iPhone On Jun 8, 2011, at 7:16 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** We process about 20-30k emails a day – if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed – it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero” in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from “AR System Email Messages” form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in “AR System Email Messages”. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA – pardon the pun), they said we just had to let them process – RIDICULUOUS! Furthermore we found out through this issue that this is an “AS DESIGNED” feature – RIDICULULOUS! So be warned if you don’t want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good “AS DESIGNED” feature. I can understand needing that capability for use in workflow – but for goodness sake only allow it on a back end hidden field e.g. a z_
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
Which staging form are you referring to? Thanks - and wonder why BMC support would not know this? Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ | From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Wednesday, June 08, 2011 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. When things like this happen, the only way to get rid of these emails before they go out is to start deleting pending emails from the staging form. I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails that got generated, I was able to delete 20,000(give or take). Had to keep refreshing the form for a while till they stopped getting created. Hind-sight I should have just changed the status to sent as a bulk modify would have been faster than delete. I am sure all seasoned developers have run into this at some point. Now You now need to setup some workflow to ensure the email address doesn't get populated with a zero again... The email issue has been around since version 6.x, and don't think it's going away anytime soon. Sent from my iPhone On Jun 8, 2011, at 7:16 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** We process about 20-30k emails a day - if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed - it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . http://www.jcp.com/ www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton mailto:axton.gr...@gmail.com axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall mailto:ago...@jcpenney.com ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
My guess is the ARS System Email Message form. _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +401-789-5735 ext. 2120 | Fax: +401-789-3710 | Email: john.athe...@apcc.com | Site: www.apc.com/ | Address: 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail Andrew C Goodall ago...@jcpenney.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 06/08/2011 10:49 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Which staging form are you referring to? Thanks – and wonder why BMC support would not know this? Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com | From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Wednesday, June 08, 2011 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. When things like this happen, the only way to get rid of these emails before they go out is to start deleting pending emails from the staging form. I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails that got generated, I was able to delete 20,000(give or take). Had to keep refreshing the form for a while till they stopped getting created. Hind-sight I should have just changed the status to sent as a bulk modify would have been faster than delete. I am sure all seasoned developers have run into this at some point. Now You now need to setup some workflow to ensure the email address doesn't get populated with a zero again... The email issue has been around since version 6.x, and don't think it's going away anytime soon. Sent from my iPhone On Jun 8, 2011, at 7:16 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** We process about 20-30k emails a day – if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed – it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero”
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
I don't know if anyone mention this in the thread but zero-zero (00) is also interpreted as Public. Had that happen to me about a year ago. FYI Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Wednesday, June 08, 2011 10:49 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Which staging form are you referring to? Thanks - and wonder why BMC support would not know this? Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ | From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Wednesday, June 08, 2011 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. When things like this happen, the only way to get rid of these emails before they go out is to start deleting pending emails from the staging form. I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails that got generated, I was able to delete 20,000(give or take). Had to keep refreshing the form for a while till they stopped getting created. Hind-sight I should have just changed the status to sent as a bulk modify would have been faster than delete. I am sure all seasoned developers have run into this at some point. Now You now need to setup some workflow to ensure the email address doesn't get populated with a zero again... The email issue has been around since version 6.x, and don't think it's going away anytime soon. Sent from my iPhone On Jun 8, 2011, at 7:16 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** We process about 20-30k emails a day - if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed - it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.comhttp://www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.commailto:axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
Well, you specifically told the email system to notify the group Public (group ID = 0) -and- there are sound reasons and a reasonable need for the ability to notify by group ID. Unfortunately, you found out the hard way what 0 resolves to... You aren't alone as this is not the first time this has happened and likely won't be the last. I'll presume you've already got a filter in place to error if email address = 0. Don't feel too bad. It's not like you ran rm -r * without realizing you were from root while logged in as root on a unix box or something. (There's a story somewhere in there...) I don't mean to make light of your episode, but hopefully, you will look back on this and get a chuckle. So, keep your chin up. You have a nice bragging scar from this lesson. JDHood On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.comwrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero” in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from “AR System Email Messages” form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in “AR System Email Messages”. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA – pardon the pun), they said we just had to let them process – RIDICULUOUS! Furthermore we found out through this issue that this is an “AS DESIGNED” feature – RIDICULULOUS! So be warned if you don’t want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good “AS DESIGNED” feature. I can understand needing that capability for use in workflow – but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
An easy way to prevent this is to create a user record with the login 0 Then 0 will resolve to that user's email address instead of the public group. As other people have pointed out, there are lots of ways for 0 to end up in the to address. Juan Ingles On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero” in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from “AR System Email Messages” form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in “AR System Email Messages”. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA – pardon the pun), they said we just had to let them process – RIDICULUOUS! Furthermore we found out through this issue that this is an “AS DESIGNED” feature – RIDICULULOUS! So be warned if you don’t want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good “AS DESIGNED” feature. I can understand needing that capability for use in workflow – but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
Assuming that works, what an elegant and simple solution! Doug -- Doug Blair Sent from my iPhone4, typographic errors likely +1-224-558-5462 On Jun 8, 2011, at 6:16 PM, Juan Ingles juan.n...@gmail.com wrote: An easy way to prevent this is to create a user record with the login 0 Then 0 will resolve to that user's email address instead of the public group. As other people have pointed out, there are lots of ways for 0 to end up in the to address. Juan Ingles On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.com wrote: ** All, FYI – for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated “zero” in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from “AR System Email Messages” form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in “AR System Email Messages”. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA – pardon the pun), they said we just had to let them process – RIDICULUOUS! Furthermore we found out through this issue that this is an “AS DESIGNED” feature – RIDICULULOUS! So be warned if you don’t want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good “AS DESIGNED” feature. I can understand needing that capability for use in workflow – but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
