lf of Ramy S. Ayoub <ramyay...@gmail.com>
Sent: Friday, November 10, 2017 3:12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report requirement - Total Effort spent by each support group in a
particular Incident
**
Did you checked out of the box reports ?!
On Fri, Nov 10, 2017 at 1:07 PM Abhishek
Hi Experts,
We are having a requirement to retrieve a report from Incident – HPD_HelpDesk.
Scenario –
To calculate the total time spent by each support groups in a particular
Incident.
It should be calculated as per the business hours & also excluding the
Pending/Resolved/Closed & Cancelled
Thanks a ton for your super fast response with resolution.
Now i am able to close the Alerts from filter.
Also now i am performing some more rounds of sanity test & will post the
outcome soon.
Also we have to move the command LINE to our prod. server - So please could
you highlight the major
Thanks for your kind response.
And its working now for few reports but impacting some.
I will provide the details shortly.
Cheers,
Abhi.
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"Where the Answers
Are you pointing to use below command in the Filter Run Process:-
A workaround I saw on the net goes like this, and would requires a slight
change to your bat file:
cmd.exe /c echo y | C:\plink -l -pw * stemipt
/usr/opt/temip_tttls/Runtime/OpenCTI.sh CLOSE "$Request ID$"
Cheers,
Hi Experts,
Still i am trying out to find the solution for the above query of calling the
.sh script from the remedy which is on windows box with the help of Filter run
process.
Logs & detailed scenario are all posted in earlier threads.
Early response will be highly appreciated.
Cheers,
Hi Got below output in close-out file:-
C:\Program Files\BMC Software\ARSystem>C:\plink -l temip -pw temip123 stemipt
/usr/opt/temip_tttls/Runtime/OpenCTI.sh CLOSE "$Request ID$"
The server's host key is not cached in the registry. You
have no guarantee that the server is the computer you
think
Hi Experts,
We are trying to schedule a report on daily basis time range based like:-
All the resolved cases daily between 08:00 - 18:00
But scheduling the AR Report is not fulfilling the requirement as its not
having any filter criteria.
So please could you suggest on it.
Early response
PFB the filter log but its not highlighting any glitch just showing the full
command in the RUN PROCESS.
Tue Oct 17 2017 13:07:11.3430 */
Checking "Temip_TT_Filter_CaseClose_Test"
0: Process
cmd /c
C:\Users\AnandAb\Desktop\close_tt.bat
Thanks for your prompt response.
Please could you highlight the syntax for the scenario below:-
Calling the BAT file via filter RUN Process - $$PROCESS$ command.
I think some thing is wrong in the syntax as i am able to reach the desired
location so no access issue.
Please suggest on it.
Experts having any solution for it .please respond.
Early response will be highly appreciated.
Regards,
AA.
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"Where the Answers Are, and have been for 20
Hi Experts,
How to call a .sh script located in remote unix box from the remedy server
8.1 on windows using the FILTER Run Process command?
I have designed the close_tt.bat file in my local system which in turn is
calling below script residing on remote server:-
C:\plink -l -pw
Thanks for your prompt response.
But my query is that as MongoDB expertise is not present so how far we can go
with that in addition to My IT/SmartIT & ITSM 9.1.
And how much stable is it ? Also is it working behind the FTS as well??
Hi Experts,
Please could you guide me with the role of Mongo DB while upgrading from 8.1.02
to 9.1.
We believe that mongo db is required only when we are using My IT/SmartIT, but
please provide insight on it.
Also is it possible to use some other relational DB in place od Mongo DB as we
are
The below link contains the required solution with the help of the KA :-
https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21400PHgUCAW=Solution
Regards,
Abhishek Anand
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Hi,
I am on ITSM 8.1.02 so is it applicable here also??
Also just to reiterate the scenario, details are below:-
Whenever end user is trying to submit the service request via request entry
console.
The fulfillment ID is not getting generated & error encountered in SRM:Request
form for the
Hi Carl,
Thanks for your kind response.
Please could you provide detail as where to check for the additional fields so
as to overcome the issue.
As i am unable to trace it out in filters.
Early response will be highly appreciated.
Regards,
Abhi.
Hi Experts,
We are trying to submit service request from the request entry console with
users profile having same Fname, Lname as well as email id.
The Incident is not getting generated with the error:-
48255: "", "2 records have been found for the Incident contact information you
have
Hi,
We have to call the REMOTE server .sh script from our remedy server which is
on windows.
So tried it via filter RUN PROCESS but its failing.
Please suggest on it.
Regards,
AA
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Anyone can assist on the query??
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"Where the Answers Are, and have been for 20 years"
No we can us Filter also but please assist with the steps to achieve it.
As i have highlighted it in mail thread for the steps which i carried out.
Regards,
AA
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Hi Experts,
Please could you assist in below scenario:-
Requirement is stated as below:-
1. On the change in Status of a field to CLOSE in one of the form , it should
trigger a script residing in a remote unix box.
I am using below logic:-
Created an AL with Run process Command Line as
Hi Experts,
Please could you guide me regarding the Report which should fulfill below
requirement:-
1. The report should provide the time spent by each support groups in an
Incident.
2. The report should provide the work logs corresponding to the specific
support groups per Incident.
3. We
Thanks for your kind update.
But the concern is that when we are having the Worklog created in the
HPD:Worklog form then the Status will also be pushed to that form.
But even the Status is not changed then also we are trying to send the info. to
the user via web service , which is not required.
Thanks for your kind response.
But both Status & Work log updates are not interdependent means that Status
update can happen anytime no matter Work log updated or not & vice versa.
So HPD:Worklog form can suffice the requirement for the Work log update.
And Status update can be send with the
Hi Experts,
Please could you assist in designing the flow for below scenario in Remedy
8.1.02:-
How to send the Incident Work log, Status ...etc updates to third part via web
service?
Early response will be highly appreciated.
Cheers,
AA.
Hi Abhijeet,
Thanks for your kind response.
I am uploading the updated file again.
Please could you elaborate in detail so as to amend the WSDL file to be
consumed by filter & can parse the operations as well as its parameters.
Cheers,
AA
Hi Experts,
We are facing issue while trying to consume a WSDL file via the Filter set
field action.
Attached is the sample WSDL with three operations.
Filter is able to parse the operations but not able to read the parameters
within the operations:-
Early response is highly appreciated.
Hi Experts,
Please could you assist in designing the flow to transfer a file to a remote
server with the help of atrium integrator.
Also we need to schedule it.
we are using the remedy 8.1.
Early response will be highly appreciated.
Cheers,
AA
Its not working for remote location and even not asking for the credentials.
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"Where the Answers Are, and have been for 20 years"
I got the command to transfer the file from one location to another in a local
system.
But unable to perform it for remote system.
For local system -
xcopy "C:\Users\630386\Desktop\test\*txt" "10.215.133.50/opt/workorder/" /d
Please could you suggest for the file transfer on to the remote
Hi Experts,
Please could you let me know that How to transfer a file on daily basis to a
specific folder via Atrium Integrator?
The requirement is to transfer a file to a folder outside remedy 8.1 with the
help of AI & it should be automated on daily basis.ex a report consisting of
weekly
Thanks for the response.
Please could you guide me with the steps for how to transfer a
file/report(excel/csv) via SFTP from one server to another & all on windows.
Please suggest the most feasible approach.
Early response will be highly appreciated.
Cheers,
Abhi.
Hi Experts,
I am working on one requirement in which i am supposed to SFTP
attachments/files to another sever. I am looking forward for options by which i
can do the same from ARS Remedy 8.1 (Win).
Any suggestion is highly appreciated
.
Thanks & Regards,
Abhi.
Thanks for your prompt response.
Please could you assist in below scenarios:-
1. If the customer is not present in people data then we can add new one with
minimum details.
2. Logic to implement the workflow for the updates in Worklog, notes as well as
contact info.
3. Also is it feasible to
Hi Experts,
Can we schedule AR Reports & send it to third party via web service?
As we are having the 2000 rows restrictions at server level so unable to
achieve it via AR System Report console.
Early response will be highly appreciated.
Regards,
AA
Hi Experts,
We are having below requirement for Web Service integration:-
1. To create new requests in remedy with the help of web service integration
with third party.
2. The third party data will be also having customer/requester details so as
to feed it in customer contact details for
Still waiting for the response from the ITSM experts & will be highly
appreciated.
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"Where the Answers Are, and have been for 20 years"
Hi Experts,
How to change the Company value in details tab of the "In Progress" Knowledge
Articles in 8.1.02?
As currently even with the Knowledge Admin permission its greyed out .
Early response will be highly appreciated.
Cheers,
AA.
Hi Experts,
How to convert the .xml format knowledge Articles to Remedy Knowledge Articles
via Article conversion tool in 8.1.02?
I am trying the same but getting failed.
Also all .xml files are on my local system only.
Early response will be highly appreciated.
Cheers,
Abhi.
Still waiting for the response.
Cheers,
AA.
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Hi Experts,
How to customize the Remedy CSAT survey url with the custom one including the
Request ID in 8.1.02 version?
We are having a requirement in which we need to replace the OOB CSAT url with
the custom one including the request id as post/pre fix.
Please could you suggest on how to
Also please let me know how to access "FT_Pending" table so as to configure
BPPM alert on it:-
1. Developer Studio?
2. Mid Tier?
3. Database.?
etc
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Still waiting for the response on last mail queries.
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"Where the Answers Are, and have been for 20 years"
Thanks for your kind response.
As the FTS issue is frequent one that's why we are trying to implement the
monitoring alert for the FT_Pending table.
Please could you suggest for the threshold that need to be defined for the
alert & also the approach so that it can be taken ahead.
Also we are
Hi Experts,
We are facing frequent FTS failure issues with global as well as local search.
And records are getting piled up in FT_Pending table as well.
So we are planning to implement monitoring alerts on the FT_Pending as well as
FTS /collection/ folder to proactively manage FTS
Hi Experts,
Please could anyone suggest that how the viewed/Used by works for the knowledge
articles in 8.1.02?
As we have seen that there is no close button in knowledge articles also RKM
Session Recording forms works on the same but bit hazy.
Early response will be highly appreciated.
Still waiting for the response.
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Hi Experts,
How to prioritize the Knowledge Articles while search for the related item
from the Requester Console for the End Users?
We are in ITSM 8.1 version & need to prioritize the Knowledge Articles for all
searches so that when anyone " End user" as well as "Support Staff " search for
Is there any option without the customization.please suggest?
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**
Hi Expert,
Please suggest on how to identify that when the AR/Web report last run in remedy?
As we are having huge amount of reports & most of then are unused for long.
So we require to identify the method to fetch out the long unused reports.
Early response will be highly
Hi Expert,
While navigating in report console to Knowledge -> Open Knowledge -> Article
Usagewe are getting below error:-
Multiple exceptions occurred. Caused by: ERROR (361): An unqualified search was
issued and the server has been configured to disallow unqualified searches.
We
Hi Experts,
Please could you guide me for any technique to list down the name of all the
custom fields in whole ITSM related forms?
As we are soon upgrading to ITSM 9.0 and will be using SMART Reporting moving
ahead so we require it.
We require the list of custom fields from whole ITSM
Hi Experts,
We are not able to search the current published KA's and even two days back
published articles and there versions are not searchable.
Rest all the searhc/global search are working fine but only impact is with the
recent published KA's.
Please provide your valuable input on the
Hi Experts,
Please reply on it so as to get it resolved on priority.
Cheers,
Abhi.
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Hi Expert,
Please could anyone guide me regarding the AR System Report Console form
restriction for the number of report templates.
As we are having two environments:-
Env A - having 400 report templates and its working fine.
Env B - having 4000 report templates and causing concern.
Hi Ruediger,
Thanks for the update.
Please could you provide me any sample/dummy Service model to start with.
Cheers,
Abhi.
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"Where the Answers Are, and have
Hi Expert,
Please could you suggest on how to design the Service Impact modelling in CMDB
with a couple of servers X,Y in CMDB.
Please suggest for the needful steps to achieve it as we need to provide a POC
to the customer for the same.
The requirement is that Service impact model
Hi Experts,
Can anyone please provide some guidance for the list of commands which can be
useful for the proactive monitoring of the ADDM 9.0 appliances/consolidator in
Linux command line?
Early response will be highly appreciated.
Cheers,
Abhi.
Hi Expert,
After performing below steps again its not getting passed:-
1. I have added the required values of Lost and Stolen to the Status Reason,
Field Id [100150] in AST:Attributes form via Dev studio.
2. Also i have configured Lost and Stolen as the Status Reason for the
PFB my inline comments:-
Is your reporting server on a separate machine from your application
server? If not, can it be moved? Yes its a different one.
Do you have any scheduled reports that are running during peak hours? If
so, can they be moved to off-hours? Yes they are during peak
Hi Expert,
We are having a concern while creating new manufacturer name in CMDB in 8.1.02.
While navigating to the PCT:Product Catalog form -> Advance search -> New
request creation-> now while trying to create new entry for the manufacturer
name, we are getting a window which is having
Hi Team,
We are facing a major issue with the AR/Web Reporting as both are impacting the
server performance.
Also we are on 8.1.02 and please suggest that how can we fine tune it and
improve the server performance without impacting the reporting.
Early response will be highly appreciated.
Hi Experts,
Please could you share any doc. in relation to the performance tuning with the
Mid tier as our mid tier is causing loads of concern.
1. Cache flush required every alternate day even if no modification done at
code/config level.
2. FTS -Global search is hanging every now and
Hi Expert,
Any idea for audit on the CI attributes on the Asset form for the CMDB 8.1?
Ex - To carry data for past 6 months for the CI status change.
Also please highlight if it could impact the server performance.
Cheers,
Abhi.
Thanks for the response and i will get back on it after trying it out.
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"Where the Answers Are, and have been for 20 years"
Waiting for the response on it.
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"Where the Answers Are, and have been for 20 years"
Hi Experts,
Please provide your valuable input on the same.
Cheers,
Abhi.
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Hi Expert,
Please could you guide me with the required steps to achieve BELOW:-
How to add custom values to the status reason on Asset in 8.1.02 version.
Ex -
Status – Status Reason
Disposed – Lost/Stolen/Disposed……
Cheers,
Abhi.
Hi Experts,
Anyone having idea for how to add custom values to the status reason on Asset
in 8.1.02 version.
Ex -
Status – Status Reason
Disposed – Lost/Stolen/Disposed……
Cheers,
Abhi.
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Hi Team,
We are having the requirement for migration of the Service Now project to
Remedy.
Anyone having any high level view on the same.
Early response will be highly appreciated.
Cheers,
Abhi.
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Hi Expert,
There are no relationship between those CIs.
Please could you explain in detail for an ID rule.?
Cheers,
Abhi.
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"Where the Answers Are,
Hi Experts,
This is a data load import for where we are importing delta’s (changes to
existing CIs). The data was imported fine but when Reconciliation ran, instead
of updating the existing record, it has created new ones even though key
information such as serial number were the same.
Hi Chetan,
The steps provided by you in last update is not working so please suggest on it.
Early response will be highly appreciated.
Cheers,
Abhi.
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"Where
Hi Team,
There are some incorrect entries within the Product Catalog which can be easily
amended - we need to understand how then we can apply these new
categorizations to existing CIs - these are not discoverable CI s and have come
in via an import spreadsheet so what is the process for
Hi Expert,
Please could you provide detail for the same.
Cheers,
Abhi.
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Hi Experts,
We are having a requirement to promote some of the CI's with the relationships
from different Dataset to BMC.Asset or Sandbox.
Please suggest for the same as how to achieve it.
Early response will be highly appreciated.
Cheers,
Hi Experts,
Happy Diwali...!!
Could you please elaborate it in detail for the steps required.
As we require to copy some of the CI's from different dataset on to the
BMC.Asset dataset with relationships.
Early response will be highly appreciated.
Cheers,
Abhi.
Hi Experts,
Please guide us on how to fetch a report consisting of the users who last
logged in with there timestamp in remedy 8.1.
Early help will be highly appreciated.
Cheers,
Abhi..
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Hi Experts,
We are getting warning messages whenever trying out the search by filters in
change management console (version 8.1).
The Filter By menu may not be cleared, please only select valid search filters
(ARWARN 48440).
Also sometime its even not retaining the selected values from
Hi Experts,
We are having a requirement to upload the CI relationship data (used by/owned
by) in Atrium using spoon job.
Anyone having any expertise on it please share and will be highly appreciated.
Regards,
Abhi..
Hi Team,
We are getting duplicate survey mails for the Incidents when resolved/closed.
We are in ITSM 8.1.01 version on win platform.
Regards,
Abhishek Anand
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We are trying to achieve the intelligent auto ticketing process.
Once the incident ticket generated from BPPM into Remedy, the ticket should be
auto routed to respective support group depends on CI
Service,Organisation,Company, Operational Categories.
We have created a component based
Hi Expert,
We have a requirement to view the KA’s in the overview console as it is working
for the IM,PM,CM requests etc….
Any idea on it as how to proceed ahead will be highly appreciated.
ITSM Version – 8.1.01
Regards,
Abhishek A
Hi Team,
We have created the KA in Knowledge mgmt. app. and even after changing the
status to Published.
Not able to search them in the list.
Also other related articles are searched at ease but the newly created were not
retrieved in the list.
Regards,
Abhishek Anand
Hi Team,
We are trying to consume a restful webservice published by external party to
get data in JSON/XML format and load data in another form.
In our transformation , both source and destination are ar forms.
We are using HTTP Client to call restful web service and push the response xml
data
Hi Experts,
Anyone having any idea on it ,please revert back ASAP.
Regards,
Abhishek A
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Where the Answers Are, and have been for 20 years
.
2. AO will then call remedy web service (in SOAP) and create records in another
remedy form.
These are the high level flow for the exact requirement.
--
Regards,
Abhishek Anand
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Hi Team,
We are having a requirement to integrate/establish a bidirectional
communication between AO and Remedy.
On the record creation on a custom form in remedy, the AO should pool the form
and fetch the record from remedy.
Also AO (BMC Atrium Orchestrator) should convert it in WSDL so as to
Hi Team,
Any helpful suggestion will be highly appreciated.
Regards,
Abhishek A
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Where the Answers Are, and have been for 20 years
**
Hi Team,
While creating a relationship from any incident to another incident the incident relationship search is taking place.
And it is retrieving the matched records but the ID and Title column in the table is not having any value in it.
FTS.jpg
Any needful suggestion will be highly
Sub – Reg. the FTS issue.
Steps to Reproduce – While navigating to the Server Info - FTS tab - Reindex
check box.
On applying the Reindex we are getting the error:-
Full text indexing is disabled --
turn on full text indexing and retry your operation :
234 (ARERR 678)
Analysis completed –
Hi Team,
1. We created a DMT job and tried to load in server.
2. While trying to execute the job, we got an error message : “Data
management process flow is currently being initialized or rebuilt, this will
finish shortly, please run the job in a few minutes (ARERR 48698)”
Hi Team,
I am facing an issue with the table list in Quick links - Approval Central
-. Preferences in the table showing blank in the Remove columns option.
Expectation - The blank columns should not be present in preferences of the
table.
Environment - ITSM 8.1.
Any loop will be highly
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