**
Our Environment:
Windows SQL
2 x App Servers and 1 x web server
Using the out of the box remedy services
Version 7.6.01
Hi everyone,
I have a small issue with a new piece of integration I am trying to put in.
We have created a process as follows:
• End user can create a service
Jay,
First, thank you for your reply.
I'm concerned that you are focusing on this one incident. What I
experienced yesterday has become indicative of support from BMC. 1st Level
support is often times an exercise in futility. If you have been following
this thread (as I am sure you have),
I agree with Warren that SLA pinging is the rule rather than the exception,
at least on initial responses. My experience is that the process you want
cannot differ greatly from the process by which you compensate people, or
you force them to choose between doing the best thing for the customers
The shown status field is field id 7. The one that has a hidden value is
the status reason. So I don't think that this is the problem.
Jose M. Huerta
Project Manager**
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94
http://www.sm2baleares.es/
SM2 Baleares S.A.
C/Rita
Is Tibco updating the ‘Last Modified By’ and ‘Last Modified Date’ fields?
Also, look for “GO TO 1000” actions in workflow… I’ve had trouble with
those before… J
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta
*Sent:*
I receive surveys regularly. On the last survey I gave everything a 1. It asked
would I like to be contacted by BMC Support regarding my response, I replied
Yes. Never heard from them again. I had escalated the issue to the manager, but
nothing much happened anyway, so I just closed the ticket
TIBCO connects to the database or to the API?
I assume it connects to the API. If it is true, then those fields will be
updated automatically.
Jose M. Huerta
Project Manager**
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94
http://www.sm2baleares.es/
SM2 Baleares S.A.
I was wrongI just went and found a join, looked at the forms utilized in
that join, then right clicked on one of them and said 'show relationships'...it
listed several places where the form was used as a source in a table...but it
did NOT list the form is was used as a source of the
Warren,
Reference: Not paying for support and losing patches.
At JSS, we provide access to updates regardless of whether a customer is
paying for support. When politely asking if a customer wishes to renew
their support, because we're always grateful for their business, we
point out that support
The answer can be found in ARSmarts (www.arsmarts.com). ARSmarts lists
all the relationships of all objects type, and also offers you a much
better view of Base and Overlay objects.
HTH.
Kaïs
kais.albas...@arsmarts.com
On 6/06/2012 15:21, Longwing, LJ CTR MDA/IC wrote:
I was wrongI
I sent this earlier, and just wanted to remind you:
ARUtilities will tell you if a form is part of a join.
Download ARUtilities (note there is a free trial period)
http://www.arutilities.com
Login to your server with ARUtilities
Search for the form you wish, and double-click it
When the details
Agreedso we now know that
1 - Dev Studio DOES NOT provide it, but
2 - ARUtilities, ARSmarts, and ARInside do
I'm sure that there are multiple other utilities that provide what I'm sure we
would all consider 'basic' information :)
-Original Message-
From: Action Request System
I second Warren on this..
Maybe a good start would be, to send out, or at least make a survey available
to the customer to rate responses – especially or at least the initial
response.. After all the initial response really decides where that ticket may
be headed to through its lifespan.. And
Unfortunately this is just the modus operandi for BMC support.. You are
lucky they didn't ask you to capture and package up every log you could
possible find and send it to them for the 5th time for the same problem.
And yes I'm not exaggerating .. 5 diferent times for a problem I
eventually
That comes in subsequent followups.
- Original Message -
From: benny shell xosi...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Wednesday, June 6, 2012 10:52:49 AM
Subject: Re: Support - An open letter to BMC
** Unfortunately this is just the modus operandi for BMC support.. You are
lucky
Good going Warren, you're going to get this poor guy canned...
Kidding!
Sent from my iPhone
On Jun 6, 2012, at 7:52 AM, Warren R. Baltimore II
warrenbaltim...@gmail.com wrote:
**
Jay,
First, thank you for your reply.
I'm concerned that you are focusing on this one incident. What I
And if you are on a poor man’s budget and do not mind writing a small query to
the database, query the schema_join table using the schemaid of the table you
want to find out about.. It may turn out to be a bit of a nested query, but
doable..
Cheers
Joe
From: Andrew Fremont
Sent: Tuesday,
Quite right, I’ve been a little off since I got back from India J
That being said is your Tibco integration throwing an error?
Is your changes being rolled back or just one change isn’t happening?
(API logging I think would find this?).
Daniel
From: Action Request System discussion
I'm getting thrown into the deep end of ITSM and trying not to splash too much
trying to stay afloat and would love some assistance from the more experienced
swimmers in these waters.
I'm in a situation where I'm creating incidents through a non 'gui' method.
From discussions on the list I
Lyle is right.. it shouldn't as the field stores the ID and not the name..
However, that being said, I would look for OTB workflow as well as any
customized workflow, that may be using the actual name in some calculation,
that may be stored in some fields. I would be more cautious about
For whatever it may be worth, I recall problems with this form and the WS
associated with it in its OTB state - I do not recall which version but it
wasn't any of the most recent ones.. One of the required fields was
missing.. I had to create that field both on the form as well as modify the
Hi all,
My name is Toya Crosby and I'm an Account Manager with TEKsystems in New
Orleans. I am reaching out to you to network with Systems Management Engineers
with BMC Remedy Atrium CMDB, Atrium Data Dependency Mapping, and ITIL best
practices for opportunities that will come up in this
-Global- is fine, but if the product catalog entry is not displaying -
it sounds like something corrupted and got orphaned.
Check your new imports against ones you know to work to compare for
differences.
Regards,
Andrew C. Goodall
Software Engineer
Development Services
Are you looking at the correct CI Class ... For example LAN Endpoint?
Sent from my iPhone
On Jun 6, 2012, at 10:34 AM, Goodall, Andrew C
ago...@jcp.commailto:ago...@jcp.com wrote:
**
-Global- is fine, but if the product catalog entry is not displaying – it
sounds like something corrupted and
I would also add that they game the SLA system as a rule by trying to close
things out for being open too long. On numerous occasions, either myself or
one of my colleagues has had a ticket open with BMC Support where BMC made no
progress on the issue and didn't respond to us, then after a
LJ ,
Greetings
IncidentInterface_Create act as intermidiate form for landing request to create
incident
SRM also use this form.
webservice HPD_IncidentInterface_Create_WS
It works fine in 7604 not sure about 7.57 or previous version
Ravi
Date: Wed, 6 Jun 2012 11:24:52 -0400
Hi Jay,
Would you be willing to stop by the WWRUG12 in October so you can talk in
person to the folks having problems with Support?
Daniel
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar
Sent: June 6, 2012
Daniel, are you going to have security check for pitchforks and torches?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, June 06, 2012 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An
Hi all!
Column Technologies is currently seeking an experienced Remedy Integration
candidate to join our company on a full-time/permanent basis; this position
involves an annual salary and full-benefits. We are open to reviewing
candidates across the United States, who are eligible to work
Hey Ravi,
Yes, I'm familiar with the function of the form, but what I'm not aware of is
WHY it's needed. Basic information that I have picked up over the years tells
me that because of the fact that HD is VERY active link based, there are
various business rules that are written and enforced
Not ever using ITSM (I have always used pure custom Remedy) I am guessing some
here
The Related Items section could be from separate sub-forms or if you know there
are always the 3 you could use an On-Get filter to pull the data into temporary
Display Only fields.
I would assume the Work
I thought a cage match would do the trick :-)
I think that face to face conversations add a lot.
Even when Remedy support and quality were at their lowest
(and I have heard arguments that that was still way above the bar at BMC up
until now),
and the VP of Worldwide Support was at the
LJ
i dont think it does all validation we have written lot of filter and filter
guides to do validation which we needed
Date: Wed, 6 Jun 2012 10:12:56 -0600
From: lj.longwing@mda.mil
Subject: Re: IncidentInterface_Create
To: arslist@ARSLIST.ORG
Hey Ravi,
Yes, I'm familiar with
Thanks Misi - performance is why I added it last time as well. It just
struck me as an important enough field that there should already be an
index on it, so I was questioning my understanding of it.
Thanks again,
Thad
On Tue, Jun 5, 2012 at 12:10 AM, Misi Mladoniczky m...@rrr.se wrote:
Hi,
So what you are saying is that I may be assuming competence where none exists?
:)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: Wednesday, June 06, 2012 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re:
Do a search Doug Mueller replied to my question about this last year. So
if you look at 2011 archives the answer is there.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, June 06,
The 'being open too long' reason is new to me. I just recently (middle of May)
had them close a ticket because I gave up on their support. The issue was
relatively low in priority but I opened it in October! They asked for logs at
least 3 times, had multiple webex sessions to re-demonstrate the
Honestly... if you get someone in Austin, Atlanta, or California, you will get
your ticket resolved and in a manner that speaks to the old Remedy support
ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow!
They have a lot of D names there! Paula is a top notch manager!
Show Relationship option is available in Dev studio which will list all
relationship
It works fine. I am on BMC Remedy Developer Studio Version: 7.6.04
Ravi
Date: Wed, 6 Jun 2012 08:32:43 -0600
From: lj.longwing@mda.mil
Subject: Re: Check if the form is a base form using Developer
The old California Remedy HelpDesk was great. The off-shored BMC Call
Center never was and still isn't. At this point I really don't see anything
changing about that. Call me a pessimist, but history is what it is.
-Original Message-
From: Action Request System discussion
Does anyone know if there is a control for the Clear button on the Mid-Tier?
I have a user that says it doesn't do anything.
Or is this user error? I'm having a hard time finding anything which would
enable\ disable the Clear button. I don't think it makes sense to disable this
button.
Clear button works fine and is available only on search mode.
Ravi Rai
Date: Wed, 6 Jun 2012 17:02:51 +
From: gjj...@comcast.net
Subject: Clear Button on the Mid-Tier
To: arslist@ARSLIST.ORG
**
Does anyone know if there is a control for the Clear button on the Mid-Tier?
I have
My understanding was that the primary purpose of the interface forms and web
services was to provide a more stable integration point for custom
integrations. It follows the normal interface vs. implementation paradigm.
You publish an interface which establishes a contract between your system
You got to add new form action field in the view you want – its basically a
button with an ID 1006..
Cheers
Joe
From: ravi rai
Sent: Wednesday, June 06, 2012 1:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Clear Button on the Mid-Tier
**
Clear button
This isn't meant to be a jab at BMC, but I wouldn't question yourself too much
when adding indexes that really make sense. I have seen a number of cases
where I was pretty much shocked that BMC didn't add an index on a field OOB,
because even the OOB functionality didn't work well without it.
Also it should be functional in both modes Submit and Query – its not available
in the Modify mode only.. That’s the only restriction I am aware of..
Joe
From: ravi rai
Sent: Wednesday, June 06, 2012 1:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Clear
In your 7.6.4 system if you show relationships on a form you know is in a join,
it lists that join form as a relationship? If your answer is yes, that was
fixed some time between 7.5 P7 and whatever your patch of 7.6.4.
-Original Message-
From: Action Request System discussion
I had forgotten about the field ID.
Thanks and I will dig a little deeper to see if somethings a little off on the
form .
Thanks
- Original Message -
From: Joe Martin D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Sent: Wednesday, June 6, 2012 1:31:43 PM
Subject:
Dan,
I absolutely would love to do that. Please let me know the details in terms of
dates and location and timeslot and I can definitely make it happen.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Also,
I have heard BMC say - that it is a supported way to push into Incident…
(You can think of it loosely as an API)
As in - BMC owns the responsibility from version to version - that it will
work.
So - if you are somebody like Kinetic - we should feel somewhat safe to
push to incident_create
LJ,
I have worked with loading incidents directly on the incident form via AIE and
bypassing the IncidentInterface_create form. This was for an ITSM 7.0 go-live
and moving data from ITSM 6 to ITSM 7 on a different server (a long time ago).
Some of the things I had to take into consideration
Yeathe Incidents I'm creating are going to be already in closed status, and
won't be having things like person id populated because this is data being
migrated from a non-remedy system. Was planning on getting all of my data
ready and importing a csv file through the data import tool.
Just bear in mind, it would be supported on Submit, Query and Modify All modes
.. It would do nothing on Modify mode.. Basically it works whenever CTRL+E
would work on the User tool as it’s the same action..
Do you have a reason to believe its not working for you? If so what kind of
behavior
Hello all,
I'm pleased to announce the release of ARInside 3.0.3. The new version is
focused mainly on the overlay feature of ARS 7.6.04 but it contains some
bugfixes and other improvements too. You can find the latest downloads and the
What's New page at http://arinside.org.
John
Thank you very much for continuing to support and enhance this wonderful
tool!
Jason
On Wed, Jun 6, 2012 at 1:53 PM, Luthgers, John jl...@gmx.net wrote:
** **
Hello all,
I'm pleased to announce the release of ARInside 3.0.3. The new version is
focused mainly on the overlay feature of
This deserves a post on my blog. Do you have a logo for the software?
Jose M. Huerta
Project Manager**
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94
http://www.sm2baleares.es/
SM2 Baleares S.A.
C/Rita Levi
Edificio SM2 Parc Bit
07121 Palma de Mallorca
The Email message error form needed an index on message id.This was
missing OOB
On Monday, June 4, 2012 6:42:06 PM UTC-5, Thad Esser wrote:
**
Hello,
We are reviewing the customizations we did for CMDB 2.1 in preparation for
an upgrade to 7.6.04. Way back when, an index was added
Transactional Data can be loaded using Data Management Tool. For missing
information such as Person ID, I would recommend creating a generic People
record and use that to load the incidents.
Thanks
Mahesh
On Wed, Jun 6, 2012 at 3:05 PM, Longwing, LJ CTR MDA/IC
lj.longwing@mda.mil wrote:
We have had success with the Data Wizard and seen no adverse effects when
renaming Support Groups.
.: Mike T :.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, June 06, 2012 10:21 AM
To clarify... Are you creating an integration or a one-time (or maybe
few-time) load?
If just a load then I would do as Mahesh suggested and use the Data
Management Tool. You probably could get away with importing directly into
the Help Desk form but why not use the DMT? If there is a
I regularly import to the direct forms. You will have a problem with the
closed status. In this case, I import an open ticket and then modify the
ticket to the closed (or other) status.
You will need to understand and fill in all hidden fields that may be needed
- even including Display Only
Apparently, we dont have a real logo for the software. I could imagine
to use the letters ARInside with color #039 as in the documentation if
it helps.
John
Am 07.06.2012 00:17, schrieb Jose Huerta:
** This deserves a post on my blog. Do you have a logo for the software?
Jose M. Huerta
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