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-- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell) Remedy FAQ Confidentiality Notice:: This email, including attachments, may include non-public, proprietary, confidential or legally privileged

Re: Bulk upload of entitlement group peole

I've done so using the Data Import tool. I mapped Remedy Login ID, Company, Person ID, Permission Group, Permission Group ID, and Permission Group Type (Entitlement).Target form was ENT:SYS People Entitlement Groups -- Thank You, Chris Danaceau FINRA Remedy FAQ -Original

Re: Cry for help! Task Management System

Warren I’ve done a LOT of this over the past few years at my current job. Sequencing groups, flow groups, and passing variable data between tasks. Happy to help with any specific questions. -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) From: Action Request System discussion

Re: ITSM 8 - Requested record is locked

Might be coming from the DB. Try turning on database logging as well. -- Thank You, Chris Danaceau FINRA Remedy FAQ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of BradRemedy Sent:

Re: Scheduled Report is not running in BMC remedy 8.1

Also check your escalation logs. I had an escalation in the same pool error out and it severely delayed my scheduled reports. -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell) Remedy FAQ From: Action

Notification for More Information approval status on a CRQ approval?

Had a user set his approval to this the other day and nothing went out to anyone (Manager or Coordinator). Went looking for a notification thinking I may have turned it off. Could not find anything that matched. Is there one? -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk)

Re: Anyone still using AIE against a 8.x AR Server?

As am I.AIE still available for 8.x At least for OnDemand customers. -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell) Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ From: Action Request System discussion list(ARSList)

Re: Anyone still using AIE against a 8.x AR Server?

Joe I had to rearchitect some jobs and add in an AI component since they moved a number of our discovered attributes out of the CMDB and into AST:Application form.Asset ID, Status, and a number of the Date fields. -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell)

Re: Is it possible to pass data from a Change Request to a System variable?

of the script. Put the script on all of your environments. Create a filter that does a set-field run-process that populates a field with the output from that script, then do whatever you want with the output :) On Wed, Mar 25, 2015 at 1:03 PM, Danaceau, Chris wrote: ** I want to use

Is it possible to pass data from a Change Request to a System variable?

I want to use the environment (when Dev) to bypass certain tasks. Thought maybe a system variable would do this, but I can't see how to populate it from data on the parent Change.Not much guidance for this in the documentation. I can map it INTO a task, but cannot figure out how to

Re: Problem with ITSM Consoles

Double check that the company permissions were properly applied to the user record. I just ran into that with a couple users. The access company was set on the People record but it did not translate to the User form. -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell)

Incident Broadcast Behavior

Trying to figure this out. Getting the broadcasts to pop up when users go to their console seems very inconsistent. I've tried Console Refresh, console open. It seems to work some of the time. Does anyone have a good idea of what I should expect? We want to use this feature to target all users

Re: Override Change Lock down during approval phase 8.1

] On Behalf Of Danaceau, Chris Sent: Friday, November 07, 2014 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Override Change Lock down during approval phase 8.1 ** Thanks, all. Was able to track down the workflow involved. As Shawn mentioned, it's really not that much

Re: OT: What was the first ARS app you built?

12, 2014 4:48 PM To: arslist@ARSLIST.ORG Subject: Re: OT: What was the first ARS app you built? ** it it was branded 'Phoenix', then yes...that was the system :) On Wed, Nov 12, 2014 at 2:33 PM, Danaceau, Chris chris.danac...@finra.orgmailto:chris.danac...@finra.org wrote: ** LJ was the the WCom

Re: OT: What was the first ARS app you built?

LJ was the the WCom system I eventually took over? -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell) Remedy FAQhttp://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of

Override Change Lock down durring approval phase 8.1

Has anyone done a customization to override this? It's causing a bit of a storm for us as we go through our upgrade and our release teams are insisting they have to be able to add tasks and change other information even during implementation approval. Discussion about best practice are

Re: Override Change Lock down during approval phase 8.1

is meant by 'best practice' I opted to just build this type of interface. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris Sent: Friday, November 7, 2014 9:15 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Override

How can I map Task data to a System Variable

I have a piece of data I want visible to all tasks in a CRQ regardless of what task group they are in. I find using a Local varialbe that it is only persistant within the task group in which it is generated. I thought to use a system variable but the Task Template did not give me the option to

Re: List issues?

I sent a post in yesterday which I'm still not seeing. -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) Remedy FAQ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS

Re: Map TIMESTAMP keyword as default value for PDT Variable

310.829.5552 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris Sent: Tuesday, March 25, 2014 11:22 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Map TIMESTAMP keyword as default value for PDT Variable ** Hi Listers

Map TIMESTAMP keyword as default value for PDT Variable

Hi Listers, I'm trying to map the current $TIMESTAMP$ as the default value for a variable that maps to the Scheduled Start Date on a Change Request ticket created from a Service Request. If I use $TIMESTAMP$ it is converted immediately to the current Timestamp. Obviously not what I want.

Re: Slightly OT: Saas vs On Premise...

I've found that in our SaaS environment there is very little coordination between the sysadmin, NW, Application Admin, and security services. It becomes an extreme headache when implementing integrations between internal systems the SaaS hosted application. The engineering ownership we THOUGHT

Clearing data (set to NULL) in Asset Management

Recently noticed that when we clear out data it does not stay that way.I'm suspecting this is because I've got the Sandbox Enabled (Yes). Am I really getting any benefit from this setting considering we do a fair amount of manual updates, especially to In House Applications, which are not

Re: Clearing data (set to NULL) in Asset Management

: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris Sent: Thursday, February 20, 2014 1:37 PM To: arslist@ARSLIST.ORG Subject: Clearing data (set to NULL) in Asset Management ** Recently noticed that when we clear out data it does not stay

Re: How can I limit AIE exchanges to existing CMDB records?

activity will only promote identified records. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris Sent: Thursday, October 31, 2013 1:12 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: How can I limit AIE exchanges to existing

Re: RemedyOnDemand

You could start by looking at objects in the Developer Studio and filtering them by Customization Types of Custom and Overlay (remove Base) -- Thank You, Chris Danaceau FINRA 240-386-6728 (desk) 301-367-8949 (cell) From: Action Request System discussion list(ARSList)

How can I limit AIE exchanges to existing CMDB records?

I want to limit records from a source that I bring into the CMDB to just those that match on the key attribute (in this case serial number). Can this be done with a data key or update query? Currently my model is to bring this data into its own data set. Should I instead target a data set

Re: Support Company based muti-tenancy

John I've run into this at a couple of sites, and the problem has ALWAYS been the common user base. Never had a solution that didn't involve tinkering with the code to change the default behavior of multi-tenancy's additive permission model. -- Thank You, Chris Danaceau FINRA 240-386-6728

AIE Syntax - This SHOULD be simple

I have an exchange that includes the Site. Some of the supplied values may not align, and I want to translate them, but leave good ones alone. For example: DNV - DEV But ... KWA should remain KWA. I've tried SQL (Case statements), and IF/THEN functions. Have not found a good method to

Cat Tier 3 value not passing from Service Reqeust to CRQ ticket

On Demand environment - 7.6.04 everything. Trying to set Op Cat Tier 3 with a value when one of the questions is answered Yes. I have configured the question so the actual value is the configured Tier 3 value (Compliance Restore). I am using a Change Template with the first two Op cats set and

Re: Cat Tier 3 value not passing from Service Reqeust to CRQ ticket - RESOLVED

it by hard coding tier 1 and 2 in the AOT by setting the default value of op cat 1 and 2. Sent from my iPhone On Mar 12, 2013, at 1:42 PM, Danaceau, Chris chris.danac...@finra.orgmailto:chris.danac...@finra.org wrote: ** On Demand environment - 7.6.04 everything. Trying to set Op Cat Tier 3

Re: Download latest patches

David, this has caused me some heartache as an On Demand customer when I needed to get an install package for the Data Management Tool. -- Thank You, Chris Danaceau From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Friday,

Re: Login to troubleshoot a user

Ding, Ding, Ding!I have the same conversation with users here, regularly. I put together a little one page document instructing them how to set up application preferences so they can see their tasks in the Overview Console. -- Thank You, Chris Danaceau From: Action Request System

AIE DB table wont show all tables/views in ARSystem Database

On Demand implementation - 7.06.04 Atrium on SQL Server I have a custom staging form in our database. I've previously loaded the fields into AIE.Updated the form, and now when I go to update the db fields the view does not show up in the AIE DB configuration interface. Problem is the

Due Soon Change Approvals

Has anyone configured Due Soon approvals from approval central? Can it be based on a scheduled start date or must a static interval be defined for the process? -- Thank You, Chris Danaceau 240-386-6728 Confidentiality Notice: This email, including attachments, may include non-public,

Re: ITSM Notifications

Mark, the form to update is SYS:Notification Messages. You'll notice one of the fields is 'Notification Message Tag'. This is used by the calling filter on the source form to identify the template. Take a look at the filters in the 800 range on the HPD:Help Desk form to get a model to how

Need help importing/reconciling CI relationships

Hi, It's not clear to me how the Reconciliation engine works to identify and merge relationships. I need to import thousands of relationships (A - S), (A - Db), (S - Db), get them reconciled and promoted to production dataset. I've got CI IDs for everything. I'd need to get the

Re: Atrium Reporting

Not aware of an OOB report, Bob. One important thing you should do is set up form style auditing for any attribute changes you want to capture. Log auditing makes reporting very difficult. Thank You, -- Chris Danaceau -Original Message- From: Action Request System discussion

Menu Style issue on AST:Form

I created several fields with menus for the Application Class. Fields were created in Class manager, with menu style of Overwrite.When I added them to my AST:Application form the menu style was append. I tried to change it back to Overwrite in the AST form, but the change does not take.

Re: Menu Style issue on AST:Form

Sent: Wednesday, May 09, 2012 2:24 PM To: arslist@ARSLIST.ORG Subject: Re: Menu Style issue on AST:Form ** Are you changing it on the base (primary) form or the join? From: Danaceau, Chris mailto:chris.danac...@finra.org Sent: Wednesday, May 09, 2012 1:54 PM Newsgroups

Re: Remedy Inbound Email errors

I noticed Error 2, NULL Value, entryID. Can you confirm the action on the incoming email is set to Submit? That error would suggest that it's looking for a ticket to update. -- Chris Danaceau From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf

Availability Calculation Periods - SLM Outages

This is my first time working with CI Outage service targets. I was able to relate a CI and it's associated Time Entity. Outage calculations seem to be working as expected. The problem is the measurement cycle. According to the documentation (and BMC Support), when you set the lifecycle

Re: Error Message No item matches filter conditions --

Most likely. Try enabling filter and escalation logging and you will get the detail you need. They can log to the same file, which will make it easier to see the workflow sequence. -- Chris Danaceau 301-903-8741 Contractor to the Department Of Energy From: Action Request System discussion

Has anyone enalbed Surveys in Multi-Tenancy?

Older System, SRM 2.2. We'd like to enable surveys but we're in a multi tenancy environment. The SRM Config guide explicitly states that you must be in Single Tenancy mode to allow guest users access to the Request Entry Console. Note that we don't have any Service Requests published (and

Re: Not Matching Lengths

LJ from your results below it looks like for the fields in question the database is allocating the max length for the data type it associates with the field. The question is either 1) Why is that done for these particular fields or 2) Why is it not done for ALL fields? -- Chris Danaceau

Surveys Not going out SRM 2.2

I'm testing Surveys for Incident Management. I've configured the following: 1. Set up a rule for my Location Company (Last Surveyed Days = 1) 2. Configured Incidents to create requests I found KA340199 to troubleshoot. What I found was the the filter

Re: Service Target Import issue

Was there any information in the arimportcmd log file? It should be created in the same directory as your .arx file. -Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta Sent: Monday, January 16, 2012 3:50 AM To:

Re: How do I force a filter to only happen after save? i.e. phase 3 ....

How about using the TR.Value which should capture the changed name? -- Chris Danaceau 301-903-8741 Contractor to the Department Of Energy From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Friday, December 16, 2011 2:14

Problems changing the status of Service Targets

ARS 7.1 patch 8 SLM 7.1 patch 2 I wanted to set several service targets to Disabled because we're changing our Categorizations and the old targets would sometimes interfere with the new targets (even using groups). I've tried changing status and saving on two environments now, and when

Re: TelAlert Integration Question

Here's a stab. Changes are in green. Not every field translates exactly. Categorization data structure is different; Work Log now on it's own form. -- Chris Danaceau 301-903-8741 Contractor to the Department Of Energy From: Action Request System discussion list(ARSList)

Re: Inherent Group/Role Approvals in 7.0

Ron I saw this implemented successfully at a previous engagement with a 7.1 ITSM system. There is an obvious risk with it not being supported by BMC. In our case it helped us reduce the volume of approval records we had to configure, which was considerable (thousands). -- Chris Danaceau

Changeable Reported Date Rule

And responded and resolution date. From what I can tell the settings haven't changed the access these fields. As an Incident Master I can change Responded Date and Last Resolved Date, but not Reported Date. As a regular user I can only change Last Resolved Date. Changing the Incident

Re: Data Management Tool Error

Mark, I JUST ran into the same issue. For me the cause turned out to be the Admin tool (actually, the arimportcmd.exe that is bundled with it). I was advised to patch my Admin tool to 7.1 patch 1 or higher. I installed patch 4 and the imports worked after that. The problem is not with the

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-- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them.

Re: Check a Database Link in workflow.

I did something similar in Remedy to check the status of an LDAP integration. I ran an escalation against a control record and queried the plug-in form for a qualifying record. If one was returned, I knew the link was up. -- Chris Danaceau This e-mail and its attachments are confidential

Re: ITSM 7 AIE Question

I agree. I created a staging table to translate data from my LDAP source before I pushed it into the CTM:People form. -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If

Re: SLA 5.5

Warren I've got the 5.5 SLA User Guide if that would help. -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them.

Re: SLA's - ITSM 5.5

Warren I put together a Key to help our reporting team figure out how to measure SLA times in our 5.5 environment. This is for Help Desk tickets but it may be instructive for your Change SLA as the measurement fields are generic. Application_InstanceID : HD002552416- Case ID SLA Name :

Re: Permissions Issues - URGENT HELP NEEDED

Have you tried setting up an Incident Owner assignment record that defaults ownership of ALL incidents to your HD group? I'm assuming you've got them configured as a Help Desk group also, right? -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended

Re: SLM Business times based on Priority

I'd agree with Matthew. I created several sets of Service targets (i.e, Incident Reassignment), with separate targets for each priority. I have time segments for 24X7, 8 - 6, 9 - 5, etc. Never had any problem with the wrong time segment attaching. -- Chris Danaceau This e-mail and its

Security Permission for Pasword Resets

Testing Security Permissions in ITSM 7 Configured a user with Security permissions in order to reset any user password. When I click the Reset Password link the user ID is locked down to the current user. Shouldn't this behave differently for my user with Security permissions? The stated

Who has done any password management while using AREA LDAP Authentication

ITSM 7, ARS 7.1 Our issue is that while our LDAP password rules are good, we have some accounts solely in Remedy (utility accounts) for which we need to enforce password rules. The password Management function does not look like an option. We'd need to keep it disabled for the LDAP folks

Re: Who has done any password management while using AREA LDAP Authentication

. Review the OOTB workflow and determine if you can add a qualification where password is not null should work. -Original Message- From: Danaceau, Chris [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wed, 29 Oct 2008 9:04 am Subject: Who has done any password management

Re: Escalation Threads

We added a second thread and configured the primary notification engine escalation, SYS:NPC:IM1-TriggerGroupNTG, to use that thread. We have significant notification volume based on some standard Service Targets, and this escalation is on a one minute poll. Bottom line, identify your high

Re: RANT: Support Finally Got under my skin

@ARSLIST.ORG Subject: Re: RANT: Support Finally Got under my skin ** Out of curiosity...what's your problem with client side logging? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, October

Re: RANT: Support Finally Got under my skin

? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, October 23, 2008 5:57 PM To: arslist@ARSLIST.ORG Subject: RANT: Support Finally Got under my skin ** Can you please re-check the permissions for the user-id that you

Re: RANT: Support Finally Got under my skin

? --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Friday, October 24, 2008 8:53 AM To: arslist@ARSLIST.ORG Subject: Re: RANT: Support Finally Got under my skin So first of all my

Re: RANT: Support Finally Got under my skin

to. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Friday, October 24, 2008 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: RANT: Support Finally Got under my skin So first of all my account has administrator permissions. Client side

Re: RANT: Support Finally Got under my skin

not an explicit member of the group that it is set to. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Friday, October 24, 2008 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: RANT: Support Finally Got under my

RANT: Support Finally Got under my skin

Can you please re-check the permissions for the user-id that you are using and try the same with the Demo user as well? Same behavior for Demo. The ID I am using is definitely a member of the Administrator group. It is my personal login. If it wasn't in the correct group the client would not

Re: Issue with Product Name

Hmm... I would expect logging to show this. Did you turn on filter AND active link logging? We're on patch 6. Seen a lot of defects, this was not one of them. -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use

Re: escalation

Rick we do this all the time. I use a read-only check box field on my target form. The escalation set's the field to Yes given the right conditions. The filter logic is: 'TR.CheckBoxField' = Yes -- Chris Danaceau This e-mail and its attachments are confidential and solely for the

Re: Limitation of Member List on AP:Role form

Can't help but we ran into the same problem. I'd be interested in any responses to this. -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the

Re: Permissions question.....

Is this an in house developed system or an ITSM implementation? -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them.

Re: Permissions question.....

, 2008 9:30 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions question. ** Right out of the box ITSMno changes at allbrand spankin' new.. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Friday, August 15, 2008 9:21

Re: Question: SLM Import and Export - ITSM 7

We had a couple problems: 1. Importing service targets with actions: The actions DO NOT get imported to the destination server. I had to rebuild them all. BMC recommended the latest patch release to fix this (SLM 7.1, patch 1), but we're too close to implementation to patch right now. (Still

Re: Question: SLA - Emails / Audit Log

T - From the vertical navigation bar on the ticket: Functions, View Audit Log. When the dialog opens click the Notification Audits tab. You should see the Service Level notification audits there. This e-mail and its attachments are confidential and solely for the intended addressee(s). Do

Re: How to trigger workflow at specific time?

Service Level Target? If the calculation is consistant you could probably build an SLA/SLT with a milestone to to email the agen 30 minutes before the goal. -- Chris Danaceau 703-833-2459 This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not

Re: Oracle 10G R2 - Case Sensitivity - ITSM 7

Indeed. We scrapped an Sybase to Oracle conversion in 2006 because of performance issues around case insensitivity. This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact

Re: Customizing ITSM7 Multi-Tenancy Mode

We customized a single tenancy environment by overwriting the 'assignee groups' field (112) for selected support groups. This field normally has the company group ID(s). By overwriting we were able to hide these tickets from the rest of our company since they no longer had group permission to

Re: Database CI Configuration Advice

We've captured databases/data servers for each platform. They are, in fact, distict entities. Look at this from a Change Management perspective. You would execute a production change that was related to a database on that particular platform (i.e. modify a table). Presumably you would have

Re: Pushing Attachments

We're using the Incident Interface forms and encountered numerous bugs around data getting pushed to the correct destination. One of the documented defects was around attachments. The BMC defect ID was SW00263546 if you want to look it up on BMC support.. We actually wound up fixing it in

Re: Pushing Attachments

them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Thursday, June 12, 2008 2:11 PM To: arslist@ARSLIST.ORG

Re: Adjusting Menu Access with Workflow?

Or, fight fire with fire. write a filter that fires on the SET ALL operation to throw an error. Exclude Administrators or any other relevant permission groups. $OPERATION$ = SET ALL -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended

Importing On-Call records - Manually create business time tag?

ITSM 7. Since we have hundreds of groups I am planning to import the on call records for all the groups. I noticed that part of the workflow for creating an on-call record through the UI uses Business Time Tag generator form (CFG:BusTimeTagGenerator). The import will obviously circumvent this

Best Way to update work Log from Service Level Target?

ITSM 7 - Looking to have an Incident SLT submit a work info entry. Has anyone done this? And How? Direct push to HPD:WorkLog form? Set or push field to the Incident form? Push to Incident_Interface form? I've tried push to WorkLog and Set to current Incident record without success. Thanks,

Re: Best Way to update work Log from Service Level Target?

Service Level Target? Chris - what do you mean by SLT? On 1/9/08, Danaceau, Chris [EMAIL PROTECTED] wrote: ** ITSM 7 - Looking to have an Incident SLT submit a work info entry. Has anyone done this? And How? Direct push to HPD:WorkLog form? Set or push field to the Incident form? Push

Re: SLM Service Level Target Reset Question

again for your help Chris!!! On 1/4/08, Danaceau, Chris [EMAIL PROTECTED] wrote: Can you post your start/stop conditions and your reset condition? I assume on the milestone tab you've set reset goal for same request to Yes? -cd This e-mail and its attachments are confidential

Re: SLM Service Level Target Reset Question

Question Great Perhaps you can help me. I have a Change SLA that works fine, however, I am trying to 'Reset Goal for Same Request When' the Scheduled Start Date' Changes. I don't seem to be having much luck. Suggestions? THANKS!!! On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote: Ding Ding

Re: SLM Service Level Target Reset Question

for Same Request When' says: 'TR.Scheduled Start Date' != $\NULL$ I think this is the problem, but not sure how it should be for when the Scheduled Start Date changes. On 1/4/08, Danaceau, Chris [EMAIL PROTECTED] wrote: Conditions look right. Did you rebuild your target after setting your

SLM Service Level Target Reset Question

I have a Service Level Target I want to reset when the Stop condition is met. In this case, I've set the stop condition to a certain Work Info Type transaction. ('TR.z1D_Activity_Type' = 11500) OR ('Status' = Resolved) When the first part of this stop condition is met I want to generate

Re: SLM Service Level Target Reset Question

Sent: Thursday, January 03, 2008 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: SLM Service Level Target Reset Question Did you modify the fields in Configure Service Target Data Source and then run Modify Filter? On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote: ** I have a Service Level Target

Re: SLM Service Level Target Reset Question

@ARSLIST.ORG Subject: Re: SLM Service Level Target Reset Question Have you tried having it reset on another goal instead of stopping it and resetting it on the same goal. On 1/3/08, Danaceau, Chris [EMAIL PROTECTED] wrote: Yes. That's the Goal Reset Criteria I mentioned. And I did rebuild the filter

Re: Question: ITSM 7.0 - Auto Assignment

We are going to do this. We examined the workflow associated with a new field and found it all to be contained on the application forms. In our case we are implementing Incident and Change and it was no more than a handfull of filters. So ... Add the new field to CFG:Assignment Add the field

Re: Incident Request

There is an escalation that handles this - HPD:INC:AutoCloseResolved that is attached to HPD:Help Desk. Ours is set for 15 days (( 'Status' = Resolved) AND ( 'Last Resolved Date' ($TIMESTAMP$ - 1296000))), but it may have been updated by one of our other developers. YMMV -- Chris

Problem viewing related CIs

I have a user with Asset Viewer permissions, and restricted company access. When this user opens a person record he cannot see a related CI (Equipment Class). When he goes to the Asset Management console he CAN search for and view that same CI. Anyone have an idea about why the record wouls

Strange Filter Processing Prolem for CTM:People Feed

Ok, ARS 7.1, ITSM 7.1 I have an LDAP Plugin - no problems. Send the data to a mapping form to do data validation before the push to CTM:People. For MOST of the records it works great. I have a 2 stage process. 1. Push the LDAP Plugin data to the mapping form. (First escalation) 2.

Re: Error Handling

It seems Remedy is seeing the escalation and filter as a single process Yes, indeed. Remedy would view the escalation and any filters it triggered as one transaction. If there were an error the transaction would be rolled back. I took a similar approach to many to accomplish this. One

Re: Filter: HPD:INC:ChkStatusRule_115_E

It is preceded by the filter HPD:INC:ChkStatusRuleRead_110 which looks up valid status transitions is the form SYS:Status Transition Lookup. If you run some tests and filter logs against an Incident you will see how the first filter finds the matching transition (i.e. from Assigned to New) and

Re: Filter: HPD:INC:ChkStatusRule_115_E

: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Tuesday, November 27, 2007 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Filter: HPD:INC:ChkStatusRule_115_E It is preceded by the filter HPD:INC:ChkStatusRuleRead_110 which looks up valid status

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