Hi,
We have recently migrated to Remedy ARS version 7.0.1 on HP UNIX and
wanted to go to the Web access interface via Mid-tier. My question
concern the Report functionality, when I try to report some selected
entry via the ReportSelection schema everything is fine if I use the
Destination =
Hello,
I have upgraded ARS server from 5.1.2 to 7.1. Can we use client 5.1.2
with the upgraded server? I am planning to upgrade the client as well
but wanted to wait for few weeks just to be on the safe side. Please
advise.
Thanks!
Manjari R. Shrestha
Manjari,
In general I have found that upgrading the client first is a
better strategy. The newer clients can _generally_ down grade their
behavior to be like the older client better than the older client can
talk to the newer servers. This is especially true if your talking
about security
I don't know if this is related to what we all have been complaining about, but
BMC's stock price just took a dive last Friday. They lost about 7% of their
stock price in a single day. I haven't investigated why, but it isn't a good
thing. If their sales are down, or if ITSM is getting bad
**
Please do investigate.
Sales were up but the one time cost of acquiring Bladelogic took a big hit on the quarter -
http://www.bmc.com/USA/News/attachments/BMC_Q1FY09_Earnings.pdf
http://www.marketintelligencecenter.com/articles/650370
Kelly Deaver
[EMAIL PROTECTED]
(Yes, I work for BMC. This
Not to mention that even if it does appear to work, BMC support will not help
you with issues if you encounter them with this configuration because it is not
supported. I agree with the client upgrade being done first in this case.
-Original Message-
From: Action Request System
Wondering if you would consider part time off site help? I have mainly
worked on custom systems and have more than enough experience picking apart
home grown Remedy applications and creating new modules and functionality.
I'm just not in Chicago :)
On Thu, Jul 24, 2008 at 4:33 PM, Susan Palmer
Column Technologies is hiring Senior Level Remedy Developers in the DC metro
area. If you are interested in applying, please email your resume as a Word
or PDF document to mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] No
recruiters please. These are permanent opportunities only- no contractors.
Hi listers,
are there any other ideas on this??
We have the same problem over here and always get the error message Failed
to create object - Extension View
if we try to open a flashboard variable in the Admin Tool.
Thanks in advance.
Regards,
Dan
On Mon, Mar 31, 2008 at 11:54 PM, sumeetdas
I don't believe Java 1.6 is supported by the Admin tool. Try installing
the latest 1.5 Java on the desktop with the Admin tool.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARS Dummie
Sent: Monday, July 28, 2008
Hi there,
still on ARS 6.3.
My forms have the Detail Pane Banner hidden, so there is no button to
switch the Advanced Search Bar on.
Therefor I've placed the field 1005 on all forms and I'm switching it
on by default via Workflow.
The problem is, that when I have the field 1005 on the form,
Hi Mark,
Maybe you thought of this already but what if on the client you check
the box for Show Advanced Search Bar? Tools--Options--General Tab--On
Open section. If that works then you can set it on the user preference form.
Steve
On 7/28/08, Mark Milke [EMAIL PROTECTED] wrote:
Hi there,
Hello,
After upgrading Remedy to 7.1, when I reboot the server it takes almost
half an hour for the server to come up and the status of Remedy service
is started but I have to restart the service manually again for users to
be able to login, any idea why this would happen?
Thanks in advance.
I have had this problem, and noticed that, according to the remedy logs, that
remedy was unable to talk to sql server. I realized then that windows was
saying sql server was up before it really was ready to receive connections. I
also noticed that sql server agent had a dependency of sql
I have enabled this option and it does not create any surveys when
resolving or closing an incident created/closed from HPD:Helpdesk
The only thing it appears to do is add the ticket to the requester
console 'My Requests' table view. When the incident is resolved,
there is no survey created,
Hi,
You could try and put the start up loggin on and see whats happening?
Read this on the BMC KB, how to turn it on etc KM-10033931
Regards
Danny
Hello,
After upgrading Remedy to 7.1, when I reboot the server it takes almost
half an hour for the server to come up and the status of
Mark,
There was a resent thread (Subject: Re: Advanced Search? - RESOLVED )
where it was concluded that having the field (1005) disabled the Web
Menu Bar's button to enable/disable the OOB Advanced Search Bar(ASB)
UI. ( I am guessing that effects the User Tool equally to the
Mid-Tier, but that is
What are you trying to do? You can use the field 1005 in calculations (ie,
filter/active link run ifs) without it being on the form.
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157
From: Action Request System
Who has implemented a hotbackup server in a 7.x environment? In 6.3 and
prior, it was relatively simple (license-wise) since the licenses were in
a file, and not the database. How does, or what is the best way, it
should work in a 7 environment since the licenses are not in the database?
We
Hello Ben,
First I can only assume you are talking about a 7.1 environment. Second,
I have to assume you are talking about user licenses not server
licenses. Are both of these assumptions correct?
Thanks,
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile, USA
Desk:972-464-3712 NEW
Ben-
We're working on a similar solution, but one word of caution- we tried setting
up a mirror DB using SQL transactional replication and the first time we made
an administrative change to a form (adding a field via the Class Manager) our
system got all kinds of messed up. Of course, using
Did you try database mirroring?
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/ http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore,
Chris-
This is what our DBA has planned for now:
Before we go DSO route, I would like to explore following methods in SQL
Server to get data to backup server:
1. Log Shipping
2. Snapshot
3. DTS package
I'm not much of a DBA- I stay out of it as much as I can, so I'm not sure
which, if any, of
Roger,
Yes, a 7.1 environment. Secondly, yes, the server license (Hotbackup)
will be different for each of the ARS server machines.
Regards,
Ben
Nall, Roger [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
07/28/2008 11:53 AM
Please respond to
Here is another solution:
* 2 app servers clustered - 1 active, 1 passive
* 2 database servers clustered - 1 active, 1 passive
Thanks,
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile, USA
Desk:972-464-3712 NEW
Cell: 973-652-6723
FAX:
sf49fanv AIM IM
RogerNall Yahoo IM
Chris,
I'm not 100% I like the transactional approach either. I like the idea of
when a server goes down, you turn on the service on the Hotbackup machine
and you're good to go. 7 licensing has really messed this up.
Regards,
Ben
Moore, Christopher Allen [EMAIL PROTECTED]
Sent by:
We have not tried anything with version 7 yet, but we'll get there pretty
dang quickly. I wonder if I could just write a SQL update statement with
the new license information to have ready in case PRD goes down? Would
that be a better approach?
Regards,
Ben
strauss [EMAIL PROTECTED]
Sent
That is correct. The server licenses are still in a file aren't they? I
though only the user licenses are in the database.
Thanks,
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile, USA
Desk:972-464-3712 NEW
Cell: 973-652-6723
FAX:
sf49fanv AIM IM
RogerNall Yahoo IM
Go to:
user tool app admin console custom config tab Requester Console
Requester Console Options Rules
Search to see if you have an entry already created.
Make sure Status is enabled.
Make sure 'Enable Survey' is set to Yes.
Janie
-Original Message-
From: Action Request System
Hi Roger
All licenses are stored in the database i9n v7.1 - User and server licenses.
The normal solution to this hot backup license issue is to install the
server license for both the main and the backup servers in the database -
only the one corresponding to the ARS server currently active
We're currently running ARS 6.x and Helpdesk 4.x. We looked at upgrading
Remedy, but the costs are just too high. In the meantime we've been
looking at replacing it with something else, even looking at Service
Desk Express (formerly Magic).
Unfortunately our maintenance is due soon. My
Thanks David,
That's exactly what I was looking for (looking to hear)!
Regards,
Ben
David Sanders [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
07/28/2008 12:44 PM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re:
Thanks David. I missed that one completely.
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile, USA
Desk:972-464-3712 NEW
Cell: 973-652-6723
FAX:
sf49fanv AIM IM
RogerNall Yahoo IM
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On
Hello
Can anyone send examples of executive level flashboards? What are CIO's
interested in seeing?
Thanks for any assistance.
Joe Butera
BAE Systems, IT
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James,
Unless something has changed since the last time I was involved in licensing
issues, you don't have to stop using the server. Now, again, this might
have changed, but my instinct tells me that a sales person is trying to
squeeze you for money. Now I know that if you wanted to start up
Well, technically, software licenses have, over the past few years, morphed
from defining purchasing to de facto leasing. The licensing agreement
contains the terms under which the customer may use the software, and that
includes clauses for licensing and costs. So what your salesperson said
Hello:
I have a Set Field active link action which is using direct sql to get a
sum of difference between two fields. The sql statement is something
like below:
Select SUM ((C3 - C901001003)/60 ) from T573 Where C901001003 = $Start
Date_int$ AND C901001003 = $End Date_int$ AND C901002104
Hui,
The Reason that's happening is because you are passing a Single quote in a
field. The Direct SQL still runs through the ARS Engine. So, when the ARS
engine sees a single quote in a field, it escapes it out, by adding another
single quote, that way the database will recognize it as a normal
Good afternoon all,
I hope you had a great weekend.
Now for the question, has anyone had issues with modifying the out of box
crystal reports?
I can create new reports with no issues, however I am getting some strange
issues changing the out of box ones.
FYI: this is ITSM 7, patch 7 running on
Does anyone know why when a user in Help Desk 6.3 is set as a Manager
they do not see the tickets assigned to their groups under the
Management Console?
Thanks!
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Yes. I have tried to modify 2 of them and have been able to save them
to the report record, but they will not execute without strange errors.
We plan to work on this again tomorrow so I will let you know if I
discover anything new.
From: Action Request System discussion list(ARSList)
Are they a member of the App-Management group?
Rick
On Mon, Jul 28, 2008 at 12:43 PM, T. Dee [EMAIL PROTECTED] wrote:
Does anyone know why when a user in Help Desk 6.3 is set as a Manager
they do not see the tickets assigned to their groups under the
Management Console?
Thanks!
We've made a mistake in the name of the Company to which we already created
all the foundation data under. Is there a way to simply change the name of
the Company and have all the foundation data remain intact?
We are running ARS 7.1 patch 3 on Solaris 10 and Oracle 10
--
View this message in
What are the error messages that you are receiving.? I worked quite a bit with
modifying out-of-the box crystal reports and customizing reports.
-Original Message-
From: Howard Richter [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 12:40 pm
Subject: BMC Out of Box
Not without a lot of work. You can give the company a nickname and then
change the nickname, but that's the only easy solution. There was a thread
a couple months ago on what's entailed in changing the Company name.
Rick
On Mon, Jul 28, 2008 at 12:59 PM, versicle [EMAIL PROTECTED] wrote:
Thanks Matt,
I was hoping there will be a simply solution. L
Since I've never created stored procedure before, it will be a little
hard for me to implement your solution... Well, if that is the only
solution, I guess I will have to dig into it, maybe this is the good
time for me to pick
They just will not pull anything back from the database.
For example take any of the incidnet reports, I have connected to the
database and when I refrech the report from Crystam, it will prompt you and
then say that there was no data to pull back.
If then create a new report (also on the
Hi All,
For Operational categorizations, I have followed the Remedy BMC recommended
format - I believe in alignment with Rick Cook's helpful guidelines.
Category 1 - Verb
Category 2 - What we are servicing
Category 3: Asset
We are having trouble getting our organizational structure to fit into
Couldn't you do this by also looking at the Location information instead? If
not location, what criteria is used to determine which group gets assigned the
work? In our case, we use location because each location has their own local
I.T. help, separate from the actual help desk. If there is
I would make the Tier 2 more generic - rather than naming each application
(which the DSL will identify for you), make it Application.
Rick
On Mon, Jul 28, 2008 at 1:52 PM, Pierson, Shawn [EMAIL PROTECTED]wrote:
**
Couldn't you do this by also looking at the Location information instead?
If
Not sure - do they need to be?
Thanks!
On Mon, Jul 28, 2008 at 3:55 PM, Rick Cook [EMAIL PROTECTED] wrote:
**
Are they a member of the App-Management group?
Rick
On Mon, Jul 28, 2008 at 12:43 PM, T. Dee [EMAIL PROTECTED] wrote:
Does anyone know why when a user in Help Desk 6.3 is set
How do I give a Company a nickname? I've added an alias but that doesn't
seem to have helped.
Michael Ziniti
DCO - ITAM
San Francisco
Direct: 925-974-5273
Cell: 516-729-8150
AIM: MikePZiniti
From: Action Request System discussion list(ARSList)
There is a new patch 9005 that will allow this to be done.
-Original Message-
From: versicle [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 3:59 pm
Subject: Change Company Name
We've made a mistake in the name of the Company to which we already created
all the
To have permissions to the fields and the console, yes! The ITSM 5/6
permission model is pretty simple. App-Support gives you the Support
module, and perms therein. App-Management does likewise for the Mgmt.
console. App-Administrator gives access to the configuration data console.
Rick
On
I thought that BMC was going to come out with some tool to do that. In fact
I thought it was coming out this month.
Howard
On 7/28/08, Michael Ziniti [EMAIL PROTECTED] wrote:
**
How do I give a Company a nickname? I've added an alias but that doesn't
seem to have helped.
Michael Ziniti
Manjari,
That was our strategy when we upgraded from 5.1.2 to 7.0.1P3 and it caused
us a tremendous amount of grief. It worked in the past to keep an older
version of the user tool but with this combination it was terrible.
Something in the login process would cause issues and threads would
It is called Patch 9005.
-Original Message-
From: Howard Richter [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 6:49 pm
Subject: Re: Change Company Name
**
I thought that BMC was going to come out with some tool to do that. In fact I
thought it was coming out this
The manager would need to be part of the group to see that groups tickets.
Just like support.
Steve
On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote:
Does anyone know why when a user in Help Desk 6.3 is set as a Manager
they do not see the tickets assigned to their groups under
Hi,
Can you please suggest me some performance improving tips in Remedy?
Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008
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Platinum Sponsor:
no more than 7 indexes of any kind on any 1 form that is for submitting -
(makes the creates faster)
15 for history (archived)
I have 12 more... That I know others will share.
=8-)
On Mon, Jul 28, 2008 at 9:47 PM, sam appecherla [EMAIL PROTECTED]wrote:
** Hi,
Can you please suggest me some
Find where it's slow, then make it faster. Is that on queue? Places to look:
- db queries (indexing, find full table scans and fix them)
- db tuning (cursor sharing, lob storage, etc.)
- network performance (for various critical communication paths)
- app design (server vs. client workflow)
-
Hi Kathy,
I would also make the second tier far more generic. You also have the
product categorization to specify what you are actually installing. As for
the Business Unit, is there any way to get this information from your
CTM:People form? For example the location, or maybe separate the
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