Re: ITSM 7.x Operational and Product Categories

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

Re: Incident Management 7.x Tasking system

been having problems with posting via the web lately and had to post my original posts via e-mail. Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor

Re: BUG in 7.0.1 patch 001 that is not reported in the Notes

' or 'until mid-2007' Also, as someone on this thread pointed out, it does not seem to be possible anymore to search by bug ID. Is there any way that customers can track bugs and RFEs and their status online ? Rgds, Chris Rom Schlumberger

ITSM 7.x - backup of config data

Everyone, our sandbox had a HD failure and replacing the drive did not fix it (RAID 5 array, W2K3). HP says there are read errors on two other drives and they are sending me replacements. The server is still running but I was having problems copying the entire Oracle database, probably due to

Re: ITSM 7 Create Company Slowness

Just as a side note, you can also experience a significant lag when switching between companies in the 'Application Administration Console' ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the

Re: ARS Training location/instructor recommendations

Michelle, I have asked BMC in the past to setup classes in Houston, TX (BMC HQ) and although they always say that it is possible it has never happened. Another issue right now is that their training staff is quite busy and it would be at least three months or more since they are all booked. I

ITSM 7 site problem - multi-tennancy

(i.e. Houston ABC, Houston DEF, etc.) or some kind of combination of city_street_name in order to make them unique. Not a very good solution. Has anyone else run into this issue ? Any suggestions ? Sounds like a bug to me. Rgds, Chris Rom Schlumberger

Re: ITSM 7 Success Stories?

provides conflicting guidance. Rgds, Chris Rom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: AREA LDAP with SSL

about this ? Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

ARS 7.x Admin Part 3 - any interest in Houston, TX class

Are any of you interested in attending AR System 7.x: Administering - Part 3 in Houston, TX in March or April ? I am trying to see if there would be enough interest to try to schedule a class. Right now BMC only offers these in MD and CA. Rgds, Chris Rom Schlumberger

Re: Migration from Serviceware to RKM

Jason, we may be looking at a similar issue. From what I understand from our SW admin, the previous version (SW/KPx) had some untility that let you export to a .csv file but the current version of SW (5.5) does not. I guess that is one way to keep your customers from jumping ship or at least

Re: Mid Tier Installation 7.0.1 Patch 001 JDK error....

the Apache / Tomcat with Mid-Tier. Again, Apache does not seem to be needed at all to run Tomcat. Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

ARS Training location/instructor recommendations

think that it may be better to take the class from BMC. In addition, any recommendations on the two classes below would be appreciated: BMC Remedy AR System 7.x: Administering – Part 3 BMC Remedy Service Desk BMC Remedy Change Management 7.x: Administering Rgds, Chris Rom Schlumberger

Re: Remedy Client Uninstaller?

The 5.x and 6.x clients seemed to perform a much more graceful job in 'upgrading' the older clients than what 7.x is doing. I also found that when installing 7.x clients, it leaves the older clients mostly intact due to it installing into different directories. Do your users install the 7.x

Re: .exe vs .msi

I second that motion. Rgds, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: 5.x User Client Against 7.x AR Server

Kyle, when we upgraded to version 6.x we launched a big awareness campain to our user community (3,000+) to download and install the 6.x client early (after we tested it against the 5.1.2 server). We used BB messages to our Remedy user community as well as a message and URL on the home page.

Re: What is Definitive Software Library (DSL)? and Updates downloadable

I agree with you. It seems that with ITSM 7 and the DSL, BMC has created a hybrid 'Product Dictionary' and DSL. The DSL should only contain the software that is actually used in the enterprise while the 'Product Dictionary' is a list of normalized values that can be used by discovery tools.

Re: What is Definitive Software Library (DSL)? and Updates downloadable

CFG_GeographyCountry109_05_0_1_cfg.arx perform an update, while the Geography Country data is replaced. I have opened a defect report with BMC - SW00255507 Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives

Re: Knowledge Base

Are you talking about RKM 7 (formerly KMexperts) or some older or other version ? Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: Relation between BMC:BMC_Application and BMC:BMC_Product

Sashi, I have never used Marimba, but it would certainly be helpful to know what versions of Marimba, ITSM and CMDB you are on. Looking at the CMDB 2.0 CDM (Common Data Model), there is no relation between BMC_Product and BMC_Application, except at the top level (BMC_Base_Element)

Re: Time Zone lookup?

?continent=allsort=0low=0 http://www.worldtimezone.com/ Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: What is Definitive Software Library (DSL)? and Updates downloadable

Sorry for the multiple posts, but another thing you may want to consider, is that when you install the BMC supplied DSL it also creates over 2,300 sites in you site table and almost as many companies of type 'Manufacturer' making your foundation data baloon.

Re: Daylight savings time again

Mike, there is a Statement of Direction for FTS that should address your questions. Is was just recently released and is available on the support site. Rgds, Chris ___ UNSUBSCRIBE or access ARSlist Archives at

Re: CDM Types of Classes in CMDB 1.1 and 2

Igor, you are right, the Appendix A does not exist in the CMDB 2.0 Installation and Configuration doc, however, it exists in the 2.0.1 version. Look for that section in a separate e-mail. Rgds, Chris ___ UNSUBSCRIBE

Re: OT:Spec for a demo laptop

I have found that a single 2.8 GHz CPU, 2 GB machine is the bare minimum for running a full install incl. DB and all ITSM apps. BMC/Remedy recommends dual CPU 2.8 GHZ with 4 GB and an additional gig for every ITSM app. For a demo system you can probably get by with only 2 GB but I would

Re: USA City, State lookup by zip code for Customer in Help Desk

that you could use to select values from the new 'Geography Zip' table. That should work. Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: CMDB Classes

, conformance, alignment or compatibility. However, ITIL is aligned with BS15000 and there is a BS15000 certification scheme to which interested parties are referred. Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE

Re: Daylight Savings for USA 2007

for several weeks. There was already a difference for one week between the US and Europe when going to DST. This will now be 5-7 weeks. A good site for DST info is http://www.timeanddate.com/time/aboutdst.html Rgds, Chris Rom Schlumberger

Re: CMDB/DSL - Cleaning Up Product Dictionary Entries

with BMC Remedy Support. Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: CMDB 2.0

There are supposed to be some extension packs from BMC as well as other vendors. Have you checked with BMC ? Some of the come with other applications that integrate with Remedy such a network/server monitoring. Rgds, Chris

ARS 7.x Solaris 10 Containers

be appreciated. Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

DST changes this weekend

to update the business hours ? A useful site - http://www.timeanddate.com/time/aboutdst.html Rgds, Chris Rom Schlumberger ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are

Re: ITSM 7.0 permissions summary ?

You can also check the following docs: ITSM Configuration Quick Start page 2 (of 2) ITSM Config Guide page 102-118 (Chapter 5) Rgds, Chris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: ardbcquery.dll and caieventcmd.dll, where do they go?

Alex, ardbcquery.dll goes under each of the ITSM modules' 'bin' directories. c:\Program Files\AR System\server_name\BMC Remedy Asset Management\bin c:\Program Files\AR System\server_name\BMC Remedy Change Management\bin c:\Program Files\AR System\server_name\BMC Remedy Incident Management\bin

Re: Tips or Tricks needed for improving performance of Mid-Tier 7.0/6.3

Rob, just wondering ... do you have serious performance issues with this configuration ? What is the mid-tier configuration ? IIS/Apache/Tomcat/ServletExec/etc. How many concurrent users do you have on mid-tier (peak and average) ? Rgds, Chris

ITSM 7 - Operational Categories vs Product Categories

I was wondering if anyone else was having some issues with coming up with the Operational Categories and Product Categories in ITSM 7 ? It requires to rethink the who CTI issue since you now have two separate hirarchical menu structures to deal with compared to the old CTIs and BMC/Remedy is

Re: Any issues using 5.x User Tool with a 7.x Server?

Has the 7.0 UT been fully tested against 6.3 server ? I believe someone had posted a comment that there may be an issue with Asset Management. I understand that you should not mismatch admin tool and server versions but has anyone tried Admin 7.0 with 6.3 server ? Rgds, Chris

ITSM 7 import templates

Everyone, I believe someone already posted some ITSM import templates on the list recently, however, the attachment did not make it through to the digest. Does anyone know who posted them and when ? Could someone please send them to me or provide a download link ? Thanks Chris

people lookup in realtime from LDAP ?

Hi there, has anyone implemented a people lookup in realtime from LDAP (or AD) ? Instead of loading 50,000+ employees into the people table, could you do a realtime lookup and then populate the employee info on the Indicent/Problem/Change ? That way it would always be accurate, as long as LDAP

Re: Windows VISTA

that is great news, however, I have seen a previous post stating that 7.0 User Tool has some issues with 6.x Asset Management. Has anyone fully tested User and Admin 7.0 with AR 6.3 and ITSM 6.x ? In the past there were some issues with Admin 6.x and AR 5.x Rgds, chris

Re: How do I remove an SLA from a task/case?

What happens if you change the CTIs ? Doesn't the SLA get re-applied ? (Sorry we are not using SLA module on our system) Chris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Product/Operational Categorizations in ITSM7

We are struggling with this as well, going from a custom helpdesk app with 4 levels of categorization to the new ITSM 7 with 3 OpCat + 3 ProdCat. Here is BMCs emplanation from the ITSM Config manual: Operational categories list all the operational services that a typical help desk provides,

Re: RKM 7.0 is out

Do you need to buy a licenses or can this be installed for testing ? You mention '1 user' Has anyone installed it yet ? Rgds, chris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Pushing values to the CTM:People Form

I have created about a dozen records and logged everything. The problem is that you must somehow emulate the menu selection that you would do manually during the escalation pushing LDAP data. Remedy Support has only had some vague info and there is no documentation. It isn't pretty nor is it

Re: ITSM 7 Implementation Workshop RSMG-ITIW-0700

I was able to register in the U.S. after the BMC EMEA Education dept. kicked me out of the Stockholm class because I did not have the CMDB 2.0 pre-requisite. Interestingly the class-description has since been updated to read: Note: In the EMEA region this course is only available to Alliance

Re: ITSM 7.0 Rolled Out?

Greg, I am running the full ITSM 7.0 suite on a dev server right now and we are in the first phase of a rollout project. My first impressions are pretty good, besides the initiall problems during the install. What kind of bugs have you found and did you submit them to BMC ? You can expect

Re: Single Sign on

Prasad, so you want single signon only for Mid-Tier or also for Remedy server ? If you enable external authentication on Remedy server, you can use the user's Windows network password and/or LDAP/Active Directory. I have only done LDAP so far. It works both on the Remedy server as well as

Re: Pushing values to the CTM:People Form

When trying to push values to the people form I get the following error: Checking CTM:PPL:VerifySite_100 (100) -- Passed -- perform actions 0: Set Fields z1D Char01 Checking CTM:PPL:VerifySite_101 -- Passed -- perform actions 0: Message

Re: Midtier 7 authentication error

James, the Midtier documentation states: pg. 17 - Before you install the mid tier, install the following components. (See the preinstallation considerations [if any] for these components in the sections that follow.) - Java Software Developer’s Kit (SDK), which is available from the appropriate

Re: ITSM 7.0 Group Names ?

here is the answer from Remedy Support: I'm following up on your issue regarding the Group Name in the Group form. I researched this issue and found that the application was designed this way because the Support Group Name length can exceed the max field size in the group form. Therefore, the

Midtier 7 authentication error

Everyone, I installed Java 1_4_03 SDK, Tomcat 5.0.28 and then mid-tier on Windows 2003 server which also has Oracle 10g, ARS 7 ITSM 7. This is a sandbox, so everything is on the same server. Midtier installer could not find a JDK or supported webserver, but I installed anyway after

Re: Midtier 7 authentication error

James, thanks for your quick responses. I was just going to reply to your other message. I ran javaws.exe and selected 'About' and strangely enough it still shows Version 1.5.0_06, which is strange since I uninstalled that version and the directory does not even exist. I manually pointed it

Re: Midtier 7 authentication error

the Sun site only shows Java EE 5 SDK and J2EE 1.4 SDK I got J2EE 1.4 SDK and the file name is j2eesdk-1_4_03-windows.exe Not sure where to get 1.4.2_11 which appears to be even older. I dug around the Sun site but could not find that version. Chris

Re: Midtier 7 authentication error

found it .. http://java.sun.com/products/archive/index.html ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Pushing values to the CTM:People Form

Mike, I am trying to setup something similar but from LDAP instead of AD. Question: How many people do you have ? Are you trying to import all of them at the same time or did you have to break it up ? Are you going to sync them on a daily basis and also bring in newly created people ? We

Re: Palm PC with Remedy

I am actually looking at this as well (Pocket PC to view and update tickets). Would it be possible for the mid-tier to detect the Pocket PC and automatically show that custom form or do I need to use a separate URL for these devices ? Rgds, Chris

Re: Question: User Tool 7

not exactly since Micro$oft still support Windows 2000 client/server and BMC specifically told me that ARS 7 and ITSM 7 for Windows was supported on Windows 2003 Server only. I am glad I asked as I had already installed Oracle 10g on a Windows 2000 Server for a sandbox. The V.7 client is

Re: ITSM 7.0 - Service Requests

I had the same issue. I believe you need to create at list one assignment rule (catch-all) so that these requests will be assigned to a support group, otherwise they will sit in limbo. See form 'Assignment Configuration' Rgds, chris

Re: Version 7.0 Sample Data

one of their consultants told me that sample data was included in the early alpha/beta of 7 but then disabled. it apparently is still there, but during the install the option to install the sample data is set to 'No' this can supposedly be seen in some of the install logs. chris