I know we are eating our own dog food, our Customer Care department uses
ExpertDesk (ofcourse!). And yes, the detailed description field is of length
0. No rocket science there :)
On topic, I always assumed that BMC uses some form of ITSM for their
support, but they do not? What about the last
Good morning dear listers,
I'm not a Java guy but mere a simple Remedy consultant... currently I'm
working on a project in which we'll be interfacing with a middleware
solution and I have to explain to a java programmer how to retrieve
records from a form in Remedy.
I already have a sample
Michiel,
Point the Java programmer at the JavaDriver source code. Be warned, I
found the v7.1 windows install to be missing two class files. So if
your missing them then he will not be able to compile the JavaDriver
himself, but it also comes pre-compiled in a JavaDriver.jar file in
the windows
Hello all,
Remedy 7.0.01 patch 004
Server Group
DB:10.2.0.2.0 64bit
We have this issue:
We need to change our default value of DB parameter create storage in row,
because our db is 64GB
and we want to reduce size of it.
storage in row clause is described in
Has anyone had trouble with the client not having the correct time since
last Sunday, October 28? Our unix server time is correct and our
Windows Citrix server time is correct but 'some' of the users are an
hour behind. It seems to correct the problem if we take out the locale
and leave it clear
We went through this exact change about two months ago. Our 60gig DB
went down to 13gig overnight after my DBA's rebuilt the tables with this
parameter. I can't see a reason why you wouldn't use this on an Oracle
database...(but then, I'm still pretty green to Oracle.)
J.T.
-Original
I had one user who was an hour behind but everyone else and our servers
were fine. I uninstalled then reinstalled his client and he's fine now.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
Janet:
Because you indicate that the problem affects only some of your users, I
would suspect this is a client issue, not a server issue. So, first of
all, are you certain the Windows OS of the affected users have been
patched for DST? I just noticed yesterday morning that my Windows XP
desktop
I found this insightful:
http://tkyte.blogspot.com/2007/02/i-learn-something-new-every-day.html
Axton Grams
On Oct 30, 2007 10:48 AM, Davies, J.T. [EMAIL PROTECTED] wrote:
We went through this exact change about two months ago. Our 60gig DB
went down to 13gig overnight after my DBA's rebuilt
Listers,
I am trying to use the latest ITSM Dataloader from BMC for loading
foundation data into ITSM. I am having issues with it. Has anyone used this
tool successfully? I am having the following challenges:
Data is not showing up in the Data Validation screen, this worked before and
now
Dave, I haven't used that, but I have used the advanced version of Effective
Technologies' Datalink tool, and that seems to work fine for adding user
perms.
Rick
On 10/30/07, David Charters [EMAIL PROTECTED] wrote:
**
Listers,
I am trying to use the latest ITSM Dataloader from BMC for
I don't think so.
I have always used 2 pieces of workflow.
1st. Sets flag to 'Delete'. Based on whatever qual.
2nd. If flagged, run Delete process.
Mark Blankenship
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise
Hey David,
I used this last week, on AR 7.0.01 patch for without any major issues for
the product catalog. Though the first time I ran it, something strange
happened and the validation didn't go through. I went into the DLD:Thread
Manager form, ran an unqualified search and deleted all the
For example I have data in the CTM:LoadPeople form but it never pushed
anything to the DLD:SYS:DataLoad order form. There is an underlying issue I
had to over come. Def files pulled from previous versions of ARS (i.e. ARS
7.0.2) will not import into 7.1. So I had to work around by importing into a
I'm testing some stuff and I'm experiencing very slow Incident submit
times right now.
I'm using SLM 7.03 and Incident 7.02. I have two service targets
defined for a particular Incident - and submit time has now gone to
about 30 seconds for a single Incident.
I'm working through the logs, etc
Louise,
Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
'Status-Dtl' = Pending
I think you need an AND in that qualification.
Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
AND 'Status-Dtl' = Pending
Application-Query-Delete-Entry takes 2 params, the first
Yes it does work after adding an AND, thanks folks.
--
Regards,
Louise van Hine
[EMAIL PROTECTED]
Quoting Robert Halstead [EMAIL PROTECTED]:
Louise,
Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
'Status-Dtl' = Pending
I think you need an AND in that qualification.
A bit of clarification on the topic... I was contacted by a BMC person
off list to explain the situation.
BMC is using an ARS application to support their external customers.
(no surprise there, just look at the URL's on the support site)
However it is the Customer Support application and not
My personal experience is that one word sums up how bad their support is at
this point: Bhopal
Carey Matthew Black [EMAIL PROTECTED] 10/30/2007 1:24 PM
A bit of clarification on the topic... I was contacted by a BMC person
off list to explain the situation.
BMC is using an ARS application to
I think I'd have to support their position of using the Customer Support
product.
ITSM didn't go into general release until mid-last year (I forget
exactly when). Their project to put the customer support product into
place probably started months before that - quite likely before they
even had
William,
Are you also seeing a delay on the notification
Howard
On 10/30/07, William Rentfrow [EMAIL PROTECTED] wrote:
** I'm testing some stuff and I'm experiencing very slow Incident submit
times right now.
I'm using SLM 7.03 and Incident 7.02. I have two service targets defined
I'm not exactly sure how you mean that - I'm using the email engine and
I've got it set up to poll every 5 minutes - I get the notification
within the 5 minute cycle but I haven't checked to see how long it takes
to generate the notification for the request.
Or are you referring to
William,
We also get a lagged response from Remedy when a ticket is saved. We
haven't been able to track it down to a cause but have been blaming it
on the network. Essentially, the user client shows the ticket number
created in the status bar right after the save button is clicked,
however,
Hello Everyone,
I am getting an error in an Active Link that says,
ARERR [552] Failure during SQL operation to the database : ORA-01406: fetched
column value was truncated.
This happens during a Set Fields operation where it is reading a value from
another form. The Set Field is very similar
William,
I have seen on our system were you would create the incident, which creates
the service request and then does the auto assign, in less then 15 seconds.
However the assignment notification could take up to 15 minutes to hit the
email messages form (and then go out using the engine).
Since it is a column value that is truncated, what is the size of the
data and the size of the fields you are putting them into? Did someone
change the size of a field on either form?
C1,C2,C561000203,C8
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
In the Incident Rules form, I think you would have to select Yes to Create
Request on Submit for Surveys to be sent for an incident that originates from
the Incident Management form
Date: Mon, 29 Oct 2007 10:15:23 -0600From: [EMAIL PROTECTED]: Are Surveys
generated for all Incidents in ITSM
I asked about a week ago whether anyone else had noticed that when
Incidents are
created, the Estimated Resolution Time was getting set to Next Target Date
instead of the appropriate calculated value from the service level record. I
reported this to BMC and was given the existing defect number:
I think that the point of why support has suffered is missed when we blame
only the off-shoring of support.
The real problem is that they made a decision to do away with the support
staff (thus cutting payroll), and off shoring it. If they had decided to do
away with the support staff and hire
I know many of those former support peopleI bet more would come back
than you might think.especially if they came back to something that was
more like the old Remedy.
The point being, that the old Remedy was successful, profitable and had
VERY happy customers. It had the most loyal
I had Remedy web down for four days because w3wp.exe was in a constant loop.
Rebooting the server did not help.
Support originally told me my Java was too good - I had to downgrade from 1.5
to 1.4.something. Still in a loop in a loop in a loop.
So using cunning born of years of practice, I
They are available at Kinetic Data and Aeroprise.
Thanks to both groups for helping us distribute them.
Cheers ... Daniel
___
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Answers Are
Stop teasing us.
Anthony O. Burkholder
One of the many only there in spirit.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Tuesday, October 30, 2007 7:41 PM
To: arslist@ARSLIST.ORG
Subject:
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