Re: Form looks stretched or not displaying properly

[Rosemary]

You might also want to try deleting the form cache on the users PC. Usually
located under ARSystem/Home folder - you'll find a bunch of subfolders with
names corresponding to the forms the user has viewed.

Regards,
Rosemary

On Thu, Aug 13, 2009 at 9:10 AM, Shyam Attavar atta...@sbcglobal.netwrote:

 Jason,

 Check the users' display properties -- settings -- advanced button and on
 the general tab, the fonts
 are set to Normal size (96 DPI). Many times this has been the cause of the
 forms being stretched out.

 HTH,
 --
 Shyam

 Jason Tricky trickyma...@yahoo.com wrote in message
 news:818379.83098...@web45011.mail.sp1.yahoo.com...
 I have a user that when he logs in to Remedy using User tool(7.1 patch 007)
 he would need to use the scroll on the bottom to see the whole form.  But
 if
 the user login to another PC with the same version of the user tool, the
 display looks normal and can see the whole form without scrolling.  It
 seems
 like the user tool on his machine is messed up... I have uninstalled the
 user tool and reinstalled it but the display is still messed up.  Is there
 a
 setting somewhere where I can fix this?  Please help thanks.

 Jason



 --


 ___
 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: Mid Tier Authentication Error ARERR 9388

[Rosemary]

I've noticed after installing mid-tier 7.1 that it doesn't automatically
specify the Authentication Server on the General Settings tab in the Mid
Tier Configuration webpage. You haven't mentioned that in your original
post, so you might want to double-check.

Regards,
Rosemary

On Thu, Aug 13, 2009 at 1:03 PM, Raj ravi6...@gmail.com wrote:

 Thank you Joe for your reply.

 I am using IIS(6.0) with TOMCAT(5.5).
 I used the user name Demo but now DEMO, Sorry for typing mistake
 earlier during posting.

 Also without using port number 8080 , i am getting the login page.
 Previously I used to use http://midtier server name : 8080/arsys
 but with that i am getting page cannot be displayed page.

 so I removed the 8080 and i was able to get mid tier login page.

 Also i changed password to a common one. But I will cross check what
 you mentioned:
 If this is not your case (which I do not think it would be as you can
 see the login page if you are attempting your logon), check the AR Mid-
 Tier Application Password. Make sure that it is the same as that what
 is configured in the ar.conf / ar.cfg file via the AR Server
 Configuration.
 but I am pretty sure i changed the ar midtier appln password , and it
 is same in the ar.conf file.

 I will check tomorrow and update in here.

 Thank you for your reply. Really appreciate it.

 On Aug 12, 7:41 pm, Joe DeSouza joe_rem...@yahoo.com wrote:
  Raj,
 
  First of all it would be nice to know what web server you are using. If
 you are using IIS, then http://mid-tier-server-name/arsys would be
 enough..
 
  If you are using any other server other than IIS, the default port is not
 80 which is assumed by the http protocol. For eg, it is 8080 for Tomcat,
 8090 for Websphere so in those two cases your URL would turn out to be
 http://mid-tier-server-name:8080/arsys or 
 http://mid-tier-server-name:8090/arsys respectively
 if the default ports were used for these web servers.
 
  If this is not your case (which I do not think it would be as you can see
 the login page if you are attempting your logon), check the AR Mid-Tier
 Application Password. Make sure that it is the same as that what is
 configured in the ar.conf / ar.cfg file via the AR Server Configuration.
 
  Lastly, if you are using that default admin user to login, then I thought
 you should know that the user names and passwords in Remedy are case
 sensitive irrespective to whether the database is case sensitive or not.. So
 it will not be DEMO but Demo unless you have modified the login name in the
 User form to be DEMO instead of Demo..
 
  Cheers
 
  Joe
 
  
  From: Raj ravi6...@gmail.com
  To: arsl...@arslist.org
  Sent: Wednesday, August 12, 2009 7:44:16 PM
  Subject: Mid Tier Authentication Error ARERR 9388
 
  Hello All,
  After the fresh installation of mid tier, I addedhttp://midtier server
 name/arsys in default webpath under advanced tab in server information form
 through user tool and also added ar system server name under all the options
 available in mid tier configuration tool ie. Ar system Server , Preference
 Server, Data Visualization Server and Homepage Server.
 
  Still getting an AUTHENTICATION ERROR ARERR 9388 when i am trying to
 login through DEMO.
 
  Please advise.
 
  Thanks,
  Raj
 
 
 ___
  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


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Approval Server

[Rosemary]

Hi Vijay,

I have seen this before and this is the information BMC Support provided to
fix the issue

-


STEPS to REBUILD AP:NOTIFY-x Filters:



AP:Notification is the form that holds the notification records, there are
14 of them.  The filters are built against the 3-way join:
CHG:InfrastructureChangeAPDetail



Do a view/by form in the admin tool for CHG:InfrastructureChangeAPDetail and
check to see if the AP:Notify filters are there. Probably not, but if they
are, they may not be updated .



Export the data out (all 14 records) of the AP:Notificaiton form and
reimport to AP:Notification, with approval server running. The Approval
server should then build those filters. (This should have occurred
automatically, but it has been seen where there will be data in the
AP:Notification form, but the accompanying AP:Notifiy filters will not have
been generated. It is believed that the approval server, since it is what
creates the filters, was not running or operational at the time that the
Change Management application was installed, or during the approval server
install/upgrade).



Before you import the records, you may need to delete the 14 filters
starting with the name:



   AP:Notify-0xx



these filters will be recreated upon import of hte records to the
AP:Notification form.



When you import, set preferences in the AR Import tool, under
File/Preferences, Duplicate Request ID, choose Update old record with new
record's data. (Only if there are existing AP:Notify records).  Upon import
of this data, the approval server should generate the new filters.  The
exact notification ID used for the AP:Notify-x filter name is the value
used in the AP:Notification form under the Administrative Information tab
for Notification ID. Your exact number may not be the same as those in the
attachment, but they only need to be unique, so yours may vary.



If this does not work you will need to get approval debug logging and filter
logging capturing the problem.



From the Admin tool,  there should be 14 AP:Notify- filters, firing on
Submit/Modify from CHG:ChangeAPDetailSignature form:



AP:Notify-001  AP:Notify-008

AP:Notify-002  AP:Notify-009

AP:Notify-003  AP:Notify-010

AP:Notify-004  AP:Notify-011

AP:Notify-005  AP:Notify-012

AP:Notify-006  AP:Notify-013

AP:Notify-007  AP:Notify-014


On Wed, Aug 19, 2009 at 4:06 PM, Vijayalakshmi Paulraj 
vijayalaksh...@virtusa.com wrote:

 **

 Hi  All,

 One of my server is not sending mails or alerts when a approver is added to
 a Change ticket reason being the Filters which trigger the notification
 process is missing.

 E.g.,

 AP:Notify-001;

 I am not sure why these filters are missing in one server and available in 
 other
 server. Please write to me if anybody has come across this situation?

 I want to know how these filters get created?

 Thanks  Regards,

 Vijayalakshmi Paulraj

   
 -

 This message, including any attachments, contains confidential information 
 intended for a specific individual and purpose, and is intended for the 
 addressee only. Any unauthorized disclosure, use, dissemination, copying, or 
 distribution of this message or any of its attachments or the information 
 contained in this e-mail, or the taking of any action based on it, is 
 strictly prohibited. If you are not the intended recipient, please notify the 
 sender immediately by return e-mail and delete this message.

 -

 _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: Error - Reached maximum number of database entries...

[Rosemary]

This message appears when you haven't licensed your server or your server
license has expired and you exceed 2000 (?) database entries.

To be able to submit more records to your database you need to license your
AR Server.

On Tue, Sep 8, 2009 at 1:14 PM, Kali Obsum kali.ob...@macquarie.com wrote:

 ** Hi,

 We suddenly encountered this error in our DEV environment that we've been
 using for years:

 (when trying to save a record using User Tool)
 *ARERR [337] You have reached the maximum number of database entries
 permitted with this version of the Action Request System(R). To purchase the
 unrestricted version, contact your sales representative.*

 (when trying to log-in using Admin Tool)
 *This version of Action Request System(R) is ready for use or evaluation
 without purchasing or activating an authorication key. For unlimited
 capabilities, contact your sales representative or visit **www.remedy.com/
 * http://www.remedy.com/* (ARERR 2877)*

 Checked the app server and used space in the installation directory is 66%.
 Checked the db server and free space for ARSystem db is as follows:
 data file = 43% free
 log file = 100% free

 Anyone knows what may have caused this problem? Is it possible that
 something somewhere has been corrupted?

 Regards,
 Kali


 NOTICE

 The information contained in this email is confidential. If you are not the
 intended recipient, you must not disclose or use the information in this
 email in any way. If you received it in error, please tell us immediately by
 return email and delete the document. We do not guarantee the integrity of
 any e-mails or attached files and are not responsible for any changes made
 to them by any other person.


 _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: Need Stats on ITSM Licensing Usage

[Rosemary]

It is good, but be prepared for a phonecall from their salespeople after
using the demo version.

On 6/24/08, Barber, David [EMAIL PROTECTED] wrote:

 ** http://rrr.se/en/ - the rrrLicense tool is pretty good.

 Regards

 Dave

 -Original Message-
 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] Behalf Of *Ranjith
 *Sent:* 23 June 2008 14:47
 *To:* arslist@ARSLIST.ORG
 *Subject:* Need Stats on ITSM Licensing Usage

 **

 Hi All,

 How can we get a report that shows us the usage of all of the different
 ITSM License types?

 Thanks,
 Ranjith
 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
 html___


 This e-mail has been scanned for viruses by the Cable  Wireless e-mail
 security system - powered by MessageLabs. For more information on a
 proactive managed e-mail security service, visit
 http://www.cw.com/uk/emailprotection/

 The information contained in this e-mail is confidential and may also be
 subject to legal privilege. It is intended only for the recipient(s) named
 above. If you are not named above as a recipient, you must not read, copy,
 disclose, forward or otherwise use the information contained in this email.
 If you have received this e-mail in error, please notify the sender (whose
 contact details are above) immediately by reply e-mail and delete the
 message and any attachments without retaining any copies.

 Cable and Wireless plc
 Registered in England and Wales.Company Number 238525
 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ

 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
 html___


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: CAI:EventParams

[Rosemary]

I found the same issue when submitting Service Requests from Advanced
Interface Forms through to Work Order. However, modifying the fields on the
AIF to the appropriate data length and changing the SRM:Request SR Type
Fields to be unlimited worked fine, there was no need to touch the CAI
forms.

On Fri, Jun 12, 2009 at 11:54 AM, lee haeyoon@gmail.com wrote:

 It seems that a few of our service request fields are greater than 254
 characters but the workflow wouldn't use the unlimited value field.
 So these service requests were 'stuck'.
 Figured that allowing more than 254 would allow it through and it did.


 On Jun 11, 9:16 pm, Howard Richter hbr4...@gmail.com wrote:
  I have to ask the question, why would you need to modify that form?
 
 
 
  On Thu, Jun 11, 2009 at 7:09 PM, lee haeyoon@gmail.com wrote:
   Hi,
 
   We had an issue with the CAI:EventParams form.
   The Params Value (301386800) input value was changed from 254 to 1500
   as a workaround for an issue.
   The save took place and things were working fine for a while.
   Then we changed it to 255 and it caused an issue.
 
   Our environment:
   Remedy 7.1
   ITSM 7.0.3 patch 8
   SQL 2005
   DB replicating to another SQL server
 
   The issue was that the column from CAI:EventParams in the table
   disappeared.
   After clicking save to the change in Administrator, it came up with an
   error after it tried to save.  ARERR 552 C301386800 column view not
   found.  or something like.
   Our dba checked and found that the column was missing from that
   table.  But he couldn't understand why it would.  Changing the input
   value shouldn't cause that.
 
   Anyway we manually created the column with the same name.  But a
   consultant said that might not be the best idea. It was suggested that
   Remedy dynamically creates these tables and we should get it do create
   it again.
 
   We tried importing the def file of the form and remedy threw up an
   error about missing C301386800.
   We didn't delete the column on the form and readd though.
 
   What implications is there for manually creating that column in the
   CAI:Event Params table?
   Also what would have caused that issue?  It worked in our dev
   environment with no issue.
 
   Thanks
 
  
 ___
   UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
   Platinum 
   Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.net
 sponsor%3armisoluti...@verizon.net 
 sponsor%253armisoluti...@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.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


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: CAI:EventParams

[Rosemary]

I just tested passing 300 chars of data through to Work Order and it's
working...SRM 2.2 Patch 2.

Sorry I can't help with the SQL question though. Perhaps the error is
related to the CAI:EventParamsInterface form, which is an inner join of
CAI:EventParams

On Fri, Jun 12, 2009 at 12:57 PM, lee haeyoon@gmail.com wrote:

 Those fields are all unlimited.
 I know some of them weren't but it seems to get stuck at the
 CAI:EventParams part.

 But anyone know if creating the column in SQL 2005 is ok or do I have
 to do something else to bring that column back?
 For example, deleting the field and recreating it?
 Importing the form def (I tried before creating the column manually
 and it failed)

 Does the caieventcmd need to be restarted to work properly?

 On Jun 11, 10:46 pm, Rosemary rjing...@gmail.com wrote:
  I found the same issue when submitting Service Requests from Advanced
  Interface Forms through to Work Order. However, modifying the fields on
 the
  AIF to the appropriate data length and changing the SRM:Request SR Type
  Fields to be unlimited worked fine, there was no need to touch the CAI
  forms.
 
 
 
   On Fri, Jun 12, 2009 at 11:54 AM, lee haeyoon@gmail.com wrote:
   It seems that a few of our service request fields are greater than 254
   characters but the workflow wouldn't use the unlimited value field.
   So these service requests were 'stuck'.
   Figured that allowing more than 254 would allow it through and it did.
 
   On Jun 11, 9:16 pm, Howard Richter hbr4...@gmail.com wrote:
I have to ask the question, why would you need to modify that form?
 
On Thu, Jun 11, 2009 at 7:09 PM, lee haeyoon@gmail.com wrote:
 Hi,
 
 We had an issue with the CAI:EventParams form.
 The Params Value (301386800) input value was changed from 254 to
 1500
 as a workaround for an issue.
 The save took place and things were working fine for a while.
 Then we changed it to 255 and it caused an issue.
 
 Our environment:
 Remedy 7.1
 ITSM 7.0.3 patch 8
 SQL 2005
 DB replicating to another SQL server
 
 The issue was that the column from CAI:EventParams in the table
 disappeared.
 After clicking save to the change in Administrator, it came up with
 an
 error after it tried to save.  ARERR 552 C301386800 column view not
 found.  or something like.
 Our dba checked and found that the column was missing from that
 table.  But he couldn't understand why it would.  Changing the
 input
 value shouldn't cause that.
 
 Anyway we manually created the column with the same name.  But a
 consultant said that might not be the best idea. It was suggested
 that
 Remedy dynamically creates these tables and we should get it do
 create
 it again.
 
 We tried importing the def file of the form and remedy threw up an
 error about missing C301386800.
 We didn't delete the column on the form and readd though.
 
 What implications is there for manually creating that column in the
 CAI:Event Params table?
 Also what would have caused that issue?  It worked in our dev
 environment with no issue.
 
 Thanks
 
  
 ___
 UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
 Platinum 
 Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.net
 sponsor%3armisoluti...@verizon.net sponsor%253armisoluti...@verizon.net
 
   sponsor%3armisoluti...@verizon.netsponsor%253armisoluti...@verizon.net
 sponsor%253armisoluti...@verizon.netsponsor%25253armisoluti...@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 atwww.arslist.org
Platinum 
Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.net
 sponsor%3armisoluti...@verizon.net 
 sponsor%253armisoluti...@verizon.netARSlist:
 Where the Answers Are
 
  
 ___
   UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
   Platinum 
   Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.net
 sponsor%3armisoluti...@verizon.net 
 sponsor%253armisoluti...@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


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum 
 Sponsor:rmisoluti

Re: Sys Notifications - Adding Fields

[Rosemary]

I have a word document detailing exactly what is required to get the Service
Request ID to appear in Incident notifications. (ITSM 7.03 Patch 7). I found
the instructions on BMCDN to be somewhat lacking (eg, advising people to
modify the filter that pushes to X rather than detailing the name of the
filter)

If you are interested in a copy please let me know and I will email it to
you offlist.

All you would need to do is swap references to the Service Request ID field
with your Phone Number field.

Regards,
Rosemary

On Thu, Jun 25, 2009 at 9:25 AM, Gareth Oliver
gareth.oli...@planwell.netwrote:

 ** Scott,

 I think you have to create a filter that performs the translation of the
 ##Phone Number## to the $Phone Number$ field that's on the HPD:Help Desk
 form. You then need to add the filter to the Filter Guide that performs all
 the translation processing.

 Easiest way to do it is to find an existing translation filter, copy 
 paste  change the translation options.

  --
  *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Scott Fluegge
 *Sent:* Thursday, 25 June 2009 12:21 AM
 *To:* ARSList
 *Subject:* Sys Notifications - Adding Fields

  **

 All,



 I have two hot issues and both are being denied support by my BMC partner
 because they call them customizations.  Can someone please help me out?  We
 are desperate here…  I will open them in two mails as they are not directly
 related.



 This first issue is with Sys Notifications.  We are trying to add the phone
 number from the HPD_Help_Desk form of the incident customer to the sys
 notifications emails.  For some strange reason this field is not one of the
 options.



 I found the following instructions in a link (
 http://www.mail-archive.com/arslist@arslist.org/msg48716.html) and
 followed them.  It did add the OPTION for phone number to the SYS
 Notification but inside the NTE:SHR:TranslateNotificationMessage filter I
 found there was no mapping for phone number so when I tried to use $Phone
 Number$ as instructed, Remedy would put quotes around it and then literally
 replace it with $Phone Number$!!  So I know quoted values worked as string
 replace but not lookup…



 I then tried to map that form to HPD_Help_Desk instead of CURRENT
 TRANSACTION (at least the set field action) but when I did that, the emails
 stopped working.



 We got some more instructions from BMC Support before they stopped taking
 this issue which listed more to do (included below)



 As per logs and webex session we understand that You have created a new
 record on SYS:Form Field Selection for a new filed Phone Number (User Phone
 Number). This allows you to select the #Phone Number# filed on
 SYS:Notification Messages form. You have added this filed on
 SYS:Notification Messages form for Incident Assignment Notifications. From
 the notification audit log, it is observed that the filed value is not
 getting updated with the proper value. i.e. in Notification message the
 User's Phone is #Phone Number# and not updated with the actual phone number.

 With these out of the box forms and workflows you can create Menu Items but
 to populate the values dynamically, you need to customize the existing forms
 and workflows.

 Below are the reasons and actions required to achieve this customization

 1) The Notification filed values are captured from three forms NTE:SYS-NT
 Process Control, NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control

 2) The User Phone Number (Requester Phone Number) filed is not created on
 the above three out of the box forms (You need to create one filed Requester
 Phone Number)

 3) The filed values in the NTE:SYS-NT Process Control form are updated by a
 workflow Filter HPD:INC:NotificationGenerator_899_PNPC'!(You need to modify
 the push field action to push Phone Number from HPD:Help Desk

 4) These values are translated into SYS:Notification Messages form by the
 filter NTE:SHR:TranslateNotificationMessageINC3_102. Modify this filter with
 additional set filed action before Exit Guide to translate the #Phone
 Number# filed



 These steps were also followed to no availe.  We are STILL not getting the
 #Phone Number# replaced with the phone number on the incident.  HELP!!



 Thanks,



 Scott
 _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: Problem with document downloads?

[Rosemary]

yes, i'm having this issue also and have been advised that BMC are
looking into it.

R.

On 9/16/08, Joe DeSouza [EMAIL PROTECTED] wrote:
 I was trying to download documents to Remedy RKM 7.2 but clicking on any of
 the documents ranging from RN's to config or install guides or others, I get
 page not found errors.. Is the site down??

 Thanks for any information...

 Joe D'Souza



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: BMC Elite?

[Rosemary]

I received confirmation from BMC Elite that they harvested my work email
address from the BMC Developer website.

On Tue, Oct 21, 2008 at 3:04 PM, Will Du Chene [EMAIL PROTECTED]wrote:

 **

 I don't think so.. I haven't received anything from them personally. If
 they were harvesting addresses, my guess would be that there would be more
 traffic and/or complaints. The only exposure that I have had to them is here
 on the list. With that being said, I am *highly* amused when one does come
 through. The whole notion of an 'elite' is questionable at best (unless they
 are in the business of proving their members as such) and affixing the
 letters BMC on the front is just icing on the cake unless they are
 sactioned. Heh. IMNSHO - they could have used the name 'remedy
 monkeys/guys/cyborgs/people/whatever' and got the same effect. Remind me not
 to laugh when someone claims to be an 'elite' like their poop don't stink.





 Mon Oct 20 2008 04:16:39 PM CDT from Pierson, Shawn to
 arslist@ARSLIST.ORG
 Subject: Re: BMC Elite?

 **

 Basically, I opted out before, but I started getting it again.  I'm
 assuming they pull email addresses from the ARS List whether we signed up or
 not, and even if we opt out, when they harvest the email addresses here
 again, it apparently overwrites the opt out__Platinum Sponsor:
 www.rmsportal.com ARSlist: Where the Answers Are html___


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: Email Engine 7.1 P5

[Rosemary]

I've got an environment running JRE 1.6 on the ARS Server (Patch 5) and it
works fine. Unable to comment re mid-tier.

It's worth noting that ARS Patch 5 actually fixed an issue where you would
receive an error about Java 1.6 in the arerror.log. It's mentioned in the
release notes for the patch.

R.

On Tue, Nov 18, 2008 at 6:08 AM, Bala Patel [EMAIL PROTECTED] wrote:

 **  All,

 ARS version 7.1 Patch5
 Windows 2003
 SQL 2005 DB

   Is anyone using java 1.6 for the Email Engine and Mid-Tier?  Java was
 automatically updated and I want to see if I can just leave this version. I
 don't see on compatibility matrix.


 Regards,

 Bala Patel
 Independent Consultant

 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
 html___

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: ITSM logging = timeout problem

[Rosemary]

Not sure about the error log, but do you have any Service Targets attaching
to these Incidents?


On 12/9/08, Wheeler, Dylan [EMAIL PROTECTED] wrote:

 I'm having a problem with ITSM 7 and submitting incidents while I try and
 log.
 I submit an incident in the WUT and it goes through fine, bit slow but it's
 my dev system and it's not the best of boxes.
 I turn on AL and filter logs in the WUT and try to submit another ticket
 and it times out.
 I have checked the server after and notice that my plugin and arserver
 process are running at about 50% each, taking up 90-100% of the processor
 time for a long time after the submission. So I did some logging and in 10
 minutes I got about 2.5 million of the following error in the log.

 PLGN TID: 000412 RPC ID: 00 Queue: Dispatcher Client-RPC:
 00 BMC.ARDBC.NOTIFY FINE DEBUG TCPSV Got a Bad FD !! 3084

 I'm not sure what's causing the error. Anyone run into this before or have
 a clue where to start looking?

 Dylan
 Pacific Life


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: ITSM logging = timeout problem

[Rosemary]

Hi Dylan,

I had a similar issue where the problem ended up being caused by dodgy SLM
configuration:

A combination of two things - one was I had specified the wrong type of
field in the Start Time for Request-Based SVTs in HPD:Help Desk SLM Data
Sources. I cleared the value and let it choose the default Start Time
(submit date).

The second part of the issue was that I had a dodgy Business Entity
configured for 24x7 support. I had to change it from a Daily recurrence type
to a Weekly recurrence type and select all the days of the week.

Hope this helps,
Rosemary

On 12/9/08, Wheeler, Dylan [EMAIL PROTECTED] wrote:

 Hi Rosemary,
 Yes we have 5 Service Targets attaching to a new incident.

 Quoting Rosemary [EMAIL PROTECTED]:

 Not sure about the error log, but do you have any Service Targets attaching
 to these Incidents?


 On 12/9/08, Wheeler, Dylan [EMAIL PROTECTED] wrote:


 I'm having a problem with ITSM 7 and submitting incidents while I try and
 log.
 I submit an incident in the WUT and it goes through fine, bit slow but
 it's
 my dev system and it's not the best of boxes.
 I turn on AL and filter logs in the WUT and try to submit another ticket
 and it times out.
 I have checked the server after and notice that my plugin and arserver
 process are running at about 50% each, taking up 90-100% of the processor
 time for a long time after the submission. So I did some logging and in
 10
 minutes I got about 2.5 million of the following error in the log.

 PLGN TID: 000412 RPC ID: 00 Queue: Dispatcher
 Client-RPC:
 00 BMC.ARDBC.NOTIFY FINE DEBUG TCPSV Got a Bad FD !! 3084

 I'm not sure what's causing the error. Anyone run into this before or
 have
 a clue where to start looking?

 Dylan
 Pacific Life



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are



 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: OT: Test

[Rosemary]

Tayler ex KPMG? :)

On Tue, Jan 27, 2009 at 4:15 AM, TayMcLean tpmcl...@gmail.com wrote:

 Test.


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: OT: Test

[Rosemary]

oops that was not meant to go to the list, sorry.

On Tue, Jan 27, 2009 at 9:48 AM, Rosemary rjing...@gmail.com wrote:

 Tayler ex KPMG? :)


 On Tue, Jan 27, 2009 at 4:15 AM, TayMcLean tpmcl...@gmail.com wrote:

 Test.


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: SMPM 7.1 for ITSM 7.1 customization questions

[Rosemary]

I had this issue as well, even with the customisation guide that comes with
the full version - you will need to have something like Frontpage or
Dreamweaver if you don't want to make modifications at a code level.

On Thu, Feb 5, 2009 at 6:34 AM, Bilinski, John john.bilin...@usdoj.govwrote:

 David thank you.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Easter, David
 Sent: Wednesday, February 04, 2009 2:26 PM
 To: arslist@ARSLIST.ORG
  Subject: Re: SMPM 7.1 for ITSM 7.1 customization questions

 I spoke briefly with someone on the SMPM team and they said that the
 trial executable cannot be customized. The licensed SMPM product comes
 with a customization manual.  Minimal HTML and Microsoft Visio skills
 are needed to customize the licensed Service Management Process Model.

 Hope this helps.


 -David J. Easter
 Sr. Product Manager, Solution Strategy and Development
 BMC Software, Inc.

 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.


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Bilinski, John
 Sent: Wednesday, February 04, 2009 4:31 AM
 To: arslist@ARSLIST.ORG
 Subject: SMPM 7.1 for ITSM 7.1 customization questions

 All,

 We just purchased and installed the SMPM for Service Support and Service
 Delivery application for the ITSM Suite 7.1. I was under the impression
 that there was a GUI that could easily be used to update or modify the
 dynamic process flows contained within the web pages of the application.
 For example, the incident mgt process does not completely fit our
 processes and my customer wants to update the flow chart to add an extra
 step. So far I cannot find an executable for a GUI to do this. It seems
 to me that the process webpage's are static and cannot be modified even
 though BMC told me they could it looks like I have to go deep in to the
 JavaScript files to get this stuff to work. Of course, I have not
 lessened the application with our production license I am only using the
 trial for testing.

 Does anyone know if there is a GUI that can be used to update the
 webpage's in a more easy fashion then going down to the script level to
 make customizations?

 Thanks.

 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
 Sponsor: RMI Solutions ARSlist: Where the Answers Are

 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


 ___
  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: Question: ITSM 7.0 - Permissions and Roles

[Rosemary OConnor]

A permissions and roles calculator? Archive search and Google have revealed 
nothing...where can I find it?


- Original Message 
From: T. Dee [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Saturday, 15 December, 2007 6:28:05 AM
Subject: Question: ITSM 7.0 - Permissions and Roles

** 
Does anyone know if there is a more detailed explaination of the Permissions 
and Roles in ITSM 7.0?
 
I have read BMC Remedy IT Service Management 7.0 - Configuration Guide (Chapter 
5 Permissions and Roles) - page 101 - 118).  This is OK for something high 
level, but is there something more detailed.
 
I have already downloaded the Permissions and Roles Calculator.
 
Thanks!
 
 
__20060125___This posting was submitted with HTML in it___

Send instant messages to your online friends http://au.messenger.yahoo.com

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: Question: ITSM 7.0 - Permissions and Roles

[Rosemary OConnor]

Awesome, thank you Kelly :)


- Original Message 
From: Kelly Deaver [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, 18 December, 2007 1:34:42 AM
Subject: Re: Question: ITSM 7.0 - Permissions and Roles

Rosemay,
You can find it on the BMC Developer Network. You must first login then go here 
-
http://developer.bmc.com/jiveProd/entry.jspa?externalID=2657categoryID=751
If you don't have an account, it is easy to create one.
-
Kelly Deaver
[EMAIL PROTECTED]


  Original Message 
 Subject: Re: Question: ITSM 7.0 - Permissions and Roles
 From: Rosemary OConnor [EMAIL PROTECTED]
 Date: Sun, December 16, 2007 8:01 pm
 To: arslist@ARSLIST.ORG

 A permissions and roles calculator? Archive search and Google have revealed 
 nothing...where can I find it?


 - Original Message 
 From: T. Dee [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Saturday, 15 December, 2007 6:28:05 AM
 Subject: Question: ITSM 7.0 - Permissions and Roles

 **
 Does anyone know if there is a more detailed explaination of the Permissions 
 and Roles in ITSM 7.0?

 I have read BMC Remedy IT Service Management 7.0 - Configuration Guide 
 (Chapter 5 Permissions and Roles) - page 101 - 118).  This is OK for 
 something high level, but is there something more detailed.

 I have already downloaded the Permissions and Roles Calculator.

 Thanks!


 __20060125___This posting was submitted with HTML in it___

 Send instant messages to your online friends http://au.messenger.yahoo.com

 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Send instant messages to your online friends http://au.messenger.yahoo.com

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

BMC Remedy Incident Management 7.0.02 installation query

[Rosemary OConnor]

Hi all,

I'm hoping someone can shed some light on the installation process.

I'm attempting to install BMC Remedy Incident Management 7.0.02 onto a Windows 
2003 Server R2 SP2 Standard Edition (VMWare unfortunately), 2.2Ghz processor 
and 2.0Gb RAM. It's been going a few hours so far. I know the server specs 
leave a lot to be desired but it's all I've been able to squeeze from our 
systems team, even after pointing out all the recommendations in the 
installation manuals.

The installation seems to go fine until it gets to the point where it says 
Restarting BMC Remedy Action Request System Server. Please wait., also the 
CPU has been running at 100% since it got to this screen.

Does anyone know how long it could do this for before finalising the 
installation? It's the first of the ITSM applications to go onto the server.

Kind regards
Rosemary

Send instant messages to your online friends http://au.messenger.yahoo.com 

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

Re: BMC Remedy Incident Management 7.0.02 installation query

[Rosemary OConnor]

Many thanks Roger

Considering my lack of information regarding AR Server and other components 
that was very well spotted - I've done as suggested and Incident Management is 
indeed installed.

Kind regards
Rosemary

- Original Message 
From: Roger Justice [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, 2 July, 2007 12:17:04 PM
Subject: Re: BMC Remedy Incident Management 7.0.02 installation query

** 
You installed the email engine and this is what is hanging up the Incident 
install. Shut down the email engine and set it to manual start up and it will 
work. Most likely the Incident Management is installed since the last step is 
to restart the Service.






See what's free at AOL.com. 
__20060125___This posting was submitted with HTML in it___

Send instant messages to your online friends http://au.messenger.yahoo.com 

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

Re: BMC Remedy Incident Management 7.0.02 installation query

[Rosemary OConnor]

Will give that a go next time - I'm a little unfamiliar with ARSlist so thanks 
for the heads up.


- Original Message 
From: Roger Justice [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Monday, 2 July, 2007 1:03:15 PM
Subject: Re: BMC Remedy Incident Management 7.0.02 installation query

** 
If you go to the Arslist.org site and did a query you might have found the 
answer.






See what's free at AOL.com. 
__20060125___This posting was submitted with HTML in it___

Send instant messages to your online friends http://au.messenger.yahoo.com 

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

Re: Is there a way to automatically populate workstation name in a field?

[Ingrey, Rosemary]

Thanks heaps ☺

Rosemary Ingrey
Remedy Service Request Management Specialist



Group Services
Level 26, 60 Martin Place,
Sydney NSW 2000 Australia

P +61 7 4039 4260

E ring...@westpac.com.aumailto:ring...@westpac.com.au





[cid:image003.png@01D010A6.D6E40E30]

Noticed a job well done or an outstanding achievement? Put a 
Sparkhttp://cms.intranet.westpac.com.au/content/ppl/GrpServRec.nsf/Pages/SparkHome
 into their day today!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Wednesday, 1 July 2015 6:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a way to automatically populate workstation name in a 
field?

**
Hi

This may give you a start:
https://communities.bmc.com/message/76221

--
J

2015-07-01 1:01 GMT+02:00 Ingrey, Rosemary 
rosemary.ing...@btfinancialgroup.commailto:rosemary.ing...@btfinancialgroup.com:
**
Hi guys,

I have a “nice to have” requirement from a customer to automatically populate 
the workstation name of the computer displaying the form in a field. This is 
using Remedy 8.1.

I’ve had a look through the keywords but can’t see anything that’s a good fit. 
I had a thought that maybe it could be achieved via javascript, but I have next 
to no experience with that.

Any advice would be greatly appreciated.

Kind regards
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone.

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product.

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp

Past performance is not a reliable indicator of future performance.
_ARSlist: Where the Answers Are and have been for 20 years_

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

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp 

Past performance is not a reliable indicator of future performance.


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

Is there a way to automatically populate workstation name in a field?

[Ingrey, Rosemary]

Hi guys,

I have a “nice to have” requirement from a customer to automatically populate 
the workstation name of the computer displaying the form in a field. This is 
using Remedy 8.1.

I’ve had a look through the keywords but can’t see anything that’s a good fit. 
I had a thought that maybe it could be achieved via javascript, but I have next 
to no experience with that.

Any advice would be greatly appreciated.

Kind regards
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp 

Past performance is not a reliable indicator of future performance.


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

Table field quirk

[Ingrey, Rosemary]

Hi all,

I'm wondering if anyone else has come across this, and if there's a workaround?

Using Remedy 8.1.02

I have a cell based table on a form which already has a considerable number of 
columns which are used in workflow.

I've added two new fields to the form it queries, however these aren't 
available for selection from the field list.

This happened previously when the table wasn't so large so I reselected the 
Form, losing all the columns, and then added them back with the correct 
database names and IDs.

I'd prefer not to do this again, however. Is there a way to avoid it?

Thanks  regards,
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp 

Past performance is not a reliable indicator of future performance.

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

Re: Table field quirk

[Ingrey, Rosemary]

Good point Fred, I figured it out - I was trying to use Display Only fields, 
replaced them with Optional fields and its perfect :)

Rosemary Ingrey
Remedy Service Request Management Specialist



Group Services
Level 26, 60 Martin Place,
Sydney NSW 2000 Australia

P +61 7 4039 4260

E ring...@westpac.com.aumailto:ring...@westpac.com.au





[cid:image003.png@01D010A6.D6E40E30]

Noticed a job well done or an outstanding achievement? Put a 
Sparkhttp://cms.intranet.westpac.com.au/content/ppl/GrpServRec.nsf/Pages/SparkHome
 into their day today!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, 11 August 2015 11:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Table field quirk

**
What type and size fields did you add to the form?

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ingrey, Rosemary
Sent: Monday, August 10, 2015 8:52 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Table field quirk

**
Hi all,

I'm wondering if anyone else has come across this, and if there's a workaround?

Using Remedy 8.1.02

I have a cell based table on a form which already has a considerable number of 
columns which are used in workflow.

I've added two new fields to the form it queries, however these aren't 
available for selection from the field list.

This happened previously when the table wasn't so large so I reselected the 
Form, losing all the columns, and then added them back with the correct 
database names and IDs.

I'd prefer not to do this again, however. Is there a way to avoid it?

Thanks  regards,
Rosemary

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone.

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product.

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp

Past performance is not a reliable indicator of future performance.


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

This message and any attachment is confidential and may be privileged or 
otherwise protected from disclosure. You should immediately delete the message 
if you are not the intended recipient. If you have received this email by 
mistake please delete it from your system; you should not copy the message or 
disclose its content to anyone. 

This electronic communication may contain general financial product advice but 
should not be relied upon or construed as a recommendation of any financial 
product. The information has been prepared without taking into account your 
objectives, financial situation or needs. You should consider the Product 
Disclosure Statement relating to the financial product and consult your 
financial adviser before making a decision about whether to acquire, hold or 
dispose of a financial product. 

For further details on the financial product please go to 
http://www.bt.com.au/general/rse.asp 

Past performance is not a reliable indicator of future performance.

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

Re: Basic SRD Question

[Ingrey, Rosemary]

How about:


· Create a Template/AOT/PDT/SRD per company

· Use some workflow on the AIF, to determine based on the Requested For 
person, which SRD Instance ID is appropriate for their company

· Have a global AIF/SRD/PDT/AOT which the end user interacts with

· Submit to SRM:Request the appropriate SRDInstanceID based on workflow 
on the AIF

I haven’t tried in a multi-tenanted environment but we use the concept of a 
user facing SRD submitting different processes via SRD Instance ID in our Prod 
environment.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, 15 August 2017 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
That is why I recommended creating a template for each Company and then 
creating the WF needed to attach the appropriate Template to the Service 
Request during the creation.

I was working for BMC when the SRM application was built and it was designed 
and built as a standalone and did not take into consideration the multi-tenant 
concept.

I have done some ServiceNow Catalog work and it allows the company to be used 
when the Request is created. To then create a CRQ requires custom Workflow and 
JavaScript code.

-Original Message-
From: Kevin Shaffer >
To: arslist >
Sent: Mon, Aug 14, 2017 6:28 pm
Subject: Re: Basic SRD Question
**
I can't use a change template since that won't work in a multi tenant 
environment or customization
I had read Carls workaround but we had to unhide the assignee group field and 
set it to public. I just find it hard to believe this can't be done OOTB but it 
sounds like you can't add tasks to a CRQ without some customization to get it 
to work in a multi tenant environment.
Get Outlook for Android


From: Action Request System discussion list(ARSList) 
> on behalf of Tauf Chowdhury 
>
Sent: Monday, August 14, 2017 5:15:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
JD,
His issue is that you can't have a -Global- SRD tied to an AOT that is specific 
to a company. You can't create a -Global- AOT if you want to pick an app 
template.
That's where Carl's workaround helps.

Sent from my iPhone

On Aug 14, 2017, at 6:10 PM, JD Hood 
> wrote:
**
Add the tasks in the change *template*. Then build your SRD with the template.

Thanks,
-JDHood


On Aug 14, 2017 6:07 PM, "Kevin Shaffer" 
> wrote:
**
SRM 8.1.02
Multi-Tenancy Yes

Requirement – Create a Service Request that the entire enterprise can submit.  
End result is to have a CRQ with Tasks attached and the question responses 
dumped into the Notes field.

My question is can I do this without an AIF or customization?

If I create an AOT with a Change Template that has Tasks tied to it, the AOT 
must be tied to a Company, so this option doesn’t seem to work since I need 
this available to the Enterprise.

If I create an AOT with no Template I can pass variables to create the CRQ but 
how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ 
Template Name and/or CRQ GUID and maybe some magic would happen or can I only 
create the CRQ in Draft mode and the support staff will need to manually add 
the Tasks via process.

Any advice?

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

Confidential communication
Westpac Banking Corporation (ABN 33 007 457 141)
Westpac Institutional Bank is a division of Westpac Banking Corporation


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

Re: Basic SRD Question

[Ingrey, Rosemary]

I think I just described your concept in detail. Whoops! But it works well ☺

Rosemary Ingrey | Remedy Technical Lead - ITSM Development | Ph: +61 (0) 466 
015 419 |• 
rosemary.ing...@westpac.com.au<mailto:rosemary.ing...@btfinancialgroup.com>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Tuesday, 15 August 2017 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

**
That is why I recommended creating a template for each Company and then 
creating the WF needed to attach the appropriate Template to the Service 
Request during the creation.

I was working for BMC when the SRM application was built and it was designed 
and built as a standalone and did not take into consideration the multi-tenant 
concept.

I have done some ServiceNow Catalog work and it allows the company to be used 
when the Request is created. To then create a CRQ requires custom Workflow and 
JavaScript code.

-Original Message-
From: Kevin Shaffer <kshaf...@partneritsm.com<mailto:kshaf...@partneritsm.com>>
To: arslist <arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Aug 14, 2017 6:28 pm
Subject: Re: Basic SRD Question
**
I can't use a change template since that won't work in a multi tenant 
environment or customization
I had read Carls workaround but we had to unhide the assignee group field and 
set it to public. I just find it hard to believe this can't be done OOTB but it 
sounds like you can't add tasks to a CRQ without some customization to get it 
to work in a multi tenant environment.
Get Outlook for Android<https://aka.ms/ghei36>


From: Action Request System discussion list(ARSList) 
<arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> on behalf of Tauf Chowdhury 
<taufc...@gmail.com<mailto:taufc...@gmail.com>>
Sent: Monday, August 14, 2017 5:15:34 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Basic SRD Question

**
JD,
His issue is that you can't have a -Global- SRD tied to an AOT that is specific 
to a company. You can't create a -Global- AOT if you want to pick an app 
template.
That's where Carl's workaround helps.

Sent from my iPhone

On Aug 14, 2017, at 6:10 PM, JD Hood 
<hood...@gmail.com<mailto:hood...@gmail.com>> wrote:
**
Add the tasks in the change *template*. Then build your SRD with the template.

Thanks,
-JDHood


On Aug 14, 2017 6:07 PM, "Kevin Shaffer" 
<kshaf...@partneritsm.com<mailto:kshaf...@partneritsm.com>> wrote:
**
SRM 8.1.02
Multi-Tenancy Yes

Requirement – Create a Service Request that the entire enterprise can submit.  
End result is to have a CRQ with Tasks attached and the question responses 
dumped into the Notes field.

My question is can I do this without an AIF or customization?

If I create an AOT with a Change Template that has Tasks tied to it, the AOT 
must be tied to a Company, so this option doesn’t seem to work since I need 
this available to the Enterprise.

If I create an AOT with no Template I can pass variables to create the CRQ but 
how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ 
Template Name and/or CRQ GUID and maybe some magic would happen or can I only 
create the CRQ in Draft mode and the support staff will need to manually add 
the Tasks via process.

Any advice?

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

Confidential communication
Westpac Banking Corporation (ABN 33 007 457 141)
Westpac Institutional Bank is a division of Westpac Banking Corporation


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

Re: [Non-DoD Source] Re: Securing Sensitive WO Information

[Ingrey, Rosemary]

That's a really interesting idea! Thanks for sharing it.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma
Sent: Wednesday, 23 August 2017 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Re: Securing Sensitive WO Information

While entry row-level access can do what you want, I've implemented something 
different that might meet your needs and you may want to think about. I've 
created a special type of Work Log (Secure Work Log) and only allowed users 
with certain permissions to view, report, etc. on this type of work log entry.  
This has the benefit of having people being able to interact with the 
application and entry (Incident/Change/Work Order) as a whole without the pain 
of hiding/unhiding/etc. the entry as it is passed between various groups.  Any 
"secure" information needs to be put into the request via the "Secure Work Log" 
entry.  This might work in your situation, based upon your requirements.

Something to think about.  

Terry




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rackley, James A CIV
Sent: August-22-17 8:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Re: Securing Sensitive WO Information

Roger is correct.  Configuring multi-tenancy is not worth the ROI in this 
instance.  Neither is Case Management.  We were hoping for a simpler solution 
at the Support Group level.

Regards, 

Jim


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Friday, August 18, 2017 4:14 PM
To: arslist@ARSLIST.ORG
Subject: [Non-DoD Source] Re: Securing Sensitive WO Information

** His statement is specific Support Group not separate companies.



-Original Message-
From: Deepak Pathak 
To: arslist 
Sent: Fri, Aug 18, 2017 3:52 pm
Subject: Re: Securing Sensitive WO Information


**
I believe that feature is called Multi-Tenancy.

On Fri, Aug 18, 2017 at 10:34 AM, Rackley, James A CIV 
 wrote:


Oh Mighty Brain Trust,

What is the recommended method to ensure that users with Work Order 
permissions CANNOT see a specific subset of WOs via Global Search, WO Console, 
Overview, AR Reporting, Analytics, or Smart Reporting?
Essentially, only users in a specific Support Group should be able to see 
anything at all about WOs assigned to this Support Group.

Thanks in advance!


Regards,

Jim Rackley, PMP
CGFIXIT Service Manager
USCG, C4ITSC, Business Operations Division

"You can't help everyone. But everyone can help someone."



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



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


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

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

Confidential communication
Westpac Banking Corporation (ABN 33 007 457 141)
Westpac Institutional Bank is a division of Westpac Banking Corporation

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

Re: Srm AIF form

[Ingrey, Rosemary]

Have you set the field properties appropriately?

Eg, Visible, appropriate permissions applied? If it’s on a panel, is the panel 
expanded/visible?

Rosemary Ingrey | Remedy Technical Lead - ITSM Development | Ph: +61 (0) 466 
015 419 |• 
rosemary.ing...@westpac.com.au<mailto:rosemary.ing...@btfinancialgroup.com>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajat Sharma
Sent: Friday, 29 September 2017 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Srm AIF form

**
Yes, I  did

On Sep 29, 2017 2:04 PM, "Chris Jones" 
<chris.jo...@arameasoftware.com<mailto:chris.jo...@arameasoftware.com>> wrote:
**
Hi Rajat,

have you re-sync'd your mid-tier cache via the Mid-tier configuration tool?

Regards,

Chris


On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma 
<rajatcome...@gmail.com<mailto:rajatcome...@gmail.com>> wrote:
**
Hi Team,

I am trying to add/modify existing fields in already created AIF. I am able to 
see the changes in dev studio but unable to see the changes in the SRM form in 
Mid tier. I also tried changing the backend mapping in the SRD questions and 
mapping sections but no help.

Can you experts please let me know the exact steps to modify the existing 
backend mapping of SRD or any suggestions in this regards.

Thanks,
Rajat
_ARSlist: "Where the Answers Are" and have been for 20 years_



--

Chris Jones, Director

Email: chris.jo...@arameasoftware.com<mailto:chris.jo...@arameasoftware.com>

Cell: +44 (0)7756 919 818

UK: +44 203-514-3079 US: +1 321-710-7201

Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United 
Kingdom<https://maps.google.com/?q=207+Regent+Street,+London+W1B+3HH,+United+Kingdom=gmail=g>

Company Registration Number: 08503253 VAT Number: GB171863492

www.arameasoftware.com<http://www.arameasoftware.com/>
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

Confidential communication
Westpac Banking Corporation (ABN 33 007 457 141)
Westpac Institutional Bank is a division of Westpac Banking Corporation


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