Prod ARS 7.0.1 p006 cannot consume a webservice

hi all, we are having a critical Production issue regarding Remedy consuming a webservice and was hoping someone here can help us. we are using ARS 7.0.1 p006 MT 7.0.1 p006 AR Admin 7.0.1 p006 we have a filter that we created in a Dev server sometime ago that consumes an external webservice.

Incident Work Info submitter is always Remedy Application Service if sent from Requester Console

hi folks, i need your input. it's very important for our support people to know who from our clients submitted a work info for an Incident that is being worked on. it seems that when Work Info are added by clients using the Requester Console, when it gets to the Incident form, the Submitter of

Updating Service Request Status from Pending to Assigned/In Progress when Client replies

hi folks, another important function that needs to work for us is that when a Client adds a Work Info to a Pending / Client Action Required Incident (in the Service Request/Requester Console), we need to be able to update the Status from Pending / Client Action Required to the last active Status

OT: free jobs listing site for ITIL professionals

just helping a friend put the word out about their new free service for ITIL peeps... Hello Folks, We'd like to let everyone know of the new free service we are offering for all the ITIL professionals / recruiters out there. Post your job ads for free, no registrations, no strings

Controlling Incident Status and Assignee via WS - possible?

hi all, can anyone tell me, is it possible to control the Incident Status and Incident Assignee fields via web services? if it is, how big of a task do you think this will be and what is the level of difficulty? ___

HPD:WorkLog attachment incorrect file count

Hi, We have an external active link that is inserting Work Log info to the HPD:WorkLog and I noticed that the File column in the Attachment field is not counting the correct number of attachments that our active link was inserting. Is there a configuration or active link that counts the Files

Re: Attachment $NULL$ vs Empty

BUMP! Anyone has any input? TIA. Elinore On Aug 8, 4:30 pm, Elinore AR [EMAIL PROTECTED] wrote: hi all, i am having an issue with attachments. in the HPD:WorkLog form there is a field called Files where the number ofattachmentis counted for that particular worklog. i am getting a count of 3

Attachment $NULL$ vs Empty

hi all, i am having an issue with attachments. in the HPD:WorkLog form there is a field called Files where the number of attachment is counted for that particular worklog. i am getting a count of 3 (instead of the actual number of attachments that are in that worklog) every time my filter (from

differences of Impact, Urgency and Priority in Incident Form

Hi all, I know this is a silly question but can someone clearly define the differences between Impact, Urgency and Priority in Incident Form and how do you actually use them? (i.e. can there an Incident with Urgency = Critical but have Priority = Low?) TIA.

how to execute Direct SQL command to update/modify Assignee Group

hi all, can anyone show me how to execute Direct SQL command on filters to update/modify Assignee Group? a ticket was accidentally logged with some highly confidential information but we don't want to delete the ticket, just limit the access to the ticket to no one but our Remedy Administrators

MAPILogonEx Failed - Unable to login to MAPI (365,868 records on AR System Email Error Logs)

hi all, can someone help us? we don't know what is causing the humongous error email log that is being dumped to/by our server. i'm definitely positive we did not attempt sending any emails this many since we are only on devel right now. i checked and half (182,934!) of the record says this:

check field for null

hi all, i am working on a customization in change management form. i added a new tab on CHG and added fields on the tab. what i want to do is display the tab only when any of the fields inside of the tab has value. is there a way to test the database field value if empty or not and execute an On

Forcing Proxy Server Cache to refresh whenever they hit Mid-Tier

Hi all, I just want to throw this question out to everyone. We recently reinstalled our Mid-Tier 6.3 and some people are able to access the web URL and perform tasks on the Incident form but others are getting the errors we were having prior to the re-install. For some other clients, merely

Re: URGENT: Need help on Error loading preference from server

Hi, 1. Are you using a Preference Server?  And if so, is it a different server than the AR Server that you are logging into? The preference server is the same as the AR Server we are logging in to 2.Have there been any other modification to your environment since truncating the data? We

Syntax for Checking Password in Remedy 5.1

Hi all, Can anyone tell me the exact syntax for checking password in Remedy 5.1? For Remedy 6.x-7.x, this works fine: $PROCESS$ @@:Application-Confirm-Password Password But for Remedy 5.x, this doesn't work. I read from the docs that the workaround is to use the command:

List of Remedy tables to truncate?

Hi All, We are doing some major clean-up on our old server (ARS 5.1) to unclog our db and was looking into truncating records from the following tables (that we have never used as reference for anything as far as I know) - Alert Events - AR System Email Messages - AR System Email Error Logs -

Closing Incident from Requester Console

Hi all! I was wondering if anyone has ever done closing an incident from the Requester Console? Can anyone share their experience? I know that from the Requester Console there is a Reopen and Cancel buttons but no way to close the incident from there without having to go to the Incident

Re: Closing Incident from Requester Console

Hi Lisa, Thanks for your insight. The reason for wanting a quick close button on the Requester Console is that, on our end (operating company), we can only take the incident up to complete/resolved status. All of our clients who logs their support issues on the console are the only ones who can

SOLVED: Re: Requiring CI in Change Request - Please Help!

ha! just when i thought i can't figure this out! the ACTL CHG:CRQ:AssocTab_100_Refresh does the trick of refreshing the z2TH_Assoc_Association table field when the Relationships tab is clicked and sets the field z1D_RefreshRelationshipsTab to Done (but what if you don't click on this tab and

Requiring CI in Change Request - Please Help!

hi folks, i am here again with another dilemma... i am working on an enhancement that requires at least a CI related to a Change Request before it can be submitted. i used the field z1D Char23 for my flag (i didn't want to add another field just to use for flag) if CI is found to be related to

Friday Humor: My Computer

(pls excuse this post if you already know this joke...got this from the ITIL Community Forum) ITIL Humor: True Stories == We couldn't resist this one: Service Desk: Double click on My Computer User: I can't see your computer. Service Desk: No, double click on My Computer on your

SOLVED Re: need help to figure out $TIME$!

Uber-thanks to Brian Bishop! This worked flawlessly: ($TIMESTAMP$ - $DATE$) (60*60*6) AND ($TIMESTAMP$ - $DATE$) (60*60*18) Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:

need help to figure out $TIME$!

can any of you folks help me? i am trying to test $TIME$ if it falls between 06:00-18:00 CST (server is in CST) this is the qualification i am using: ( ($TIME$ = (60 * 60 * 6)) AND ($TIME$ (60 * 60 * 18)) ) and it's not working! when i try to reverse the qual to test if $TIME$ is between

Re: need help to figure out $TIME$!

hello guys, thanks for all your input. i tested the reverse the time in the qual suggested by Fred, but didn't get anything. i also tried reversing the order of the qual as JT said, but same thing... how can something that seem so basic and simple be very complicated?!

Re: need help to figure out $TIME$!

hi patrick, i do not have probs with testing time from 6PM-6AM as it this works perfectly: ( ($TIME$ = (60 * 60 * 18) ) OR ( $TIME$ (60 * 60 * 6)) ) however, for 6AM-6PM, this one doesn't work: ( ($TIME$ = (60 * 60 * 6)) AND ($TIME$ (60 * 60 * 18)) )

anyone used the NTE:SYS-NT Process Control form yet?

hi, has anyone ever used the NTE:SYS-NT Process Control form for their customized notifications? can anyone share their experience? i was reading the ITSM7 architecture doc and i can't believe it looks so easy (based on the Notification Engine process flow diagram) but i don't want to get all

Re: Remedy 5.1, no permission to requests when searching?

hi, i need your help again guys. so i did add a Client permission (literal, as in Client is the name of our permission) to the Request ID field and did try searching for tickets for a specific client (i used their company name as search param) and was able to retrieve all their tickets. what i

How to modify Assignee Group?

Hi, can anyone tell me if there is a way to update or modify Assignee Group when the ticket has already been submitted? TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:

Remedy 5.1, no permission to requests when searching?

we had reports recently that some clients could not view the tickets that they logged in our system. i tried checking their user and group permission and everything looks normal. when i search for the ticket using my company account, i can search and view the client tickets fine. but when the

Re: Remedy 5.1, no permission to requests when searching?

I was actually thinking about row-level access too. But then, I did not write this app and don't know what they really did with it. But yeah, I will be checking if they implemented that and see if it could be done that way too. On Dec 6, 1:26 pm, Joe D'Souza [EMAIL PROTECTED] wrote: Or have you

how to test all the fields for values in a form

hi, can anyone help me? i need to check all the fields in a form whether the field has a value or not, and if it's not empty, grab the name of that field and its value and concatenate them all together and push the string value to a field in another form. i know i can do this by creating a

modifying alias value of a drop-down list

Hi, anything I should consider first before modifying the alias value of drop-down field? We have several items in the Work Info Type list that we are requiring from our users before they can move the Change Request to Request for Authorization. Since I couldn't find a way to make the menu value

Re: Mid-Tier displays GMT time

Just to add, you can refer to this Remedy page explaining Mid-Tier Date/Time http://www.remedy.com/customers/dht/archive/04-04-2005_B.htm Cheers! ~ Eli ~ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org

Re: Caught Exception errors, Microsoft KB943460, IE and who knows what else

We're using Remedy AR 5.1 | Mid-Tier 6.3 and we've been having these caught exception errors for the longest time. Though recent reports to us looked like some could be an issue of localization. Frequent reports to us of people encountering this usually comes from users accessing the Mid-Tier in

Re: Field 530001900

schema name : OBJSTR:ClassDefinition field id: 530001900 field name : zIntExposure ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the

Re: Create New Notification using the Notification Engine

Hi John, Yeah, I remember BMC telling me that too. But when I checked the KM, there was no attachment, so they sent it to me instead. Oh well... Hi Howard, I created a new notification that checks that Status of a Change Request and notifies the Change Implementer to move the Status to Complete

Re: Mid-Tier displays GMT time

Hi, Just deduct 28800 from your Start and End Dates when doing query on the web if you don't want the Mid-Tier to auto-adjust the time to GMT: 'Create Date' = (10/01/2007 00:00:00 AM - 28800) AND 'Create Date' (11/01/2007 00:00:00 AM - 28800) Cheers! ~ Eli ~

Re: One notification engine to rule them all?

brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR Sent: Thursday, November 08, 2007 10:41 PM To: [EMAIL PROTECTED] Subject: Re: One notification engine to rule them all? Just

Re: One notification engine to rule them all?

Just in case anyone hasn't seen this doc named ITSPAddFieldsNotification-Instruction from Remedy, on pages 20-22 of this doc, it described how you can create your own notification using the Notification Engine. The rest of the doc described in detail how you can enable notification even for the

Re: Notification Group in ITSM 7?

Hi John, You might want to look into BMC Service Level Management 7.0 Configuration Guide (SLM-Config-Guide-700.pdf) if you are referring to notification about expiration and review of agreements (p.54-55) Hope this helps! ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72

Diary field empty on Mid-Tier 6.3

Hi, we recently started having problems with our web Remedy users. When they login and try to view the notes (diary field) that have been added to their Incident, the notes are just blank. But when we view the Incident on a Remedy client tool, the notes are all there. We tried flushing the

Approval Phase Name shows Business Approval for Review

Hi, we made the column Approval Phase Name available on the Approvers tab on CHG:Infrastructure Change. However, the Approval Phase Name sometimes show Business Approval for an approval made for Review phase instead. Has anyone encountered this behavior before? TIA. ~ Eli ~

Change Status does not move to Request For Change

Can anyone confirm that the Change Status from Request For Authorization does not move to Request For Change even if the Review has already been approved if the Scheduled Start and End Date is not filled out? Or if this is not the case, are there specific fields that need to be filled (required

Closing an Incident from the Requester Console

Has anyone ever done this? I know from the Requester Console form that I can Reopen and Cancel an Incident. But how do I close an Incident from the Requester Console? I would like to be able to set an Incident to Close from the Requester Console (given that the Incident has been resolved already)

How to use XPATH(/ROOT/Qualification)

Hi, can anyone show me how to use XPATH(/ROOT/Qualification)? Need to know how to loop through the dataset returned by XPATH(/ROOT/ Qualification). Can anyone give an example? TIA. ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72

How the Risk Level is Calculated

Got this from BMC Support. This tells you exactly how the Risk Level is calculated. Posting it here in case anyone's struggling with it (just like I have the first time) http://docs.google.com/Doc?id=df5vs5vj_1c2tnpj Cheers! ~ Eli ~ http://docs.google.com/Doc?id=df5vs5vj_0fvdv72

How to check content of a table field

Hi, I need to be able to check a table field for a specific content. I want to add a check to the CHG:Infrastructure Change to require a specific Request Type in the Relationships tab before the Change Request can be submitted. How can I do this? I tried creating an AL that checks for the Request

Re: Printing incidents from the web

Hi, We are having the same problems. I think it's a downer that just to be able to print reports we would need to get a license for another product. How come there isn't a way to print records (without any additional cost) just like the way it can be done in Mid-Tier 6.3? Any ideas? ~ Eli ~

Re: How to use XPATH(/ROOT/Qualification)

it to any field in your form. The calling party should pass the qualification as you would give in the Advanced search bar. E.g. 'User Name' = Rakshit. This will return all the matchinf records to the calling party. Regards, Rakshit On 11/7/07, Elinore AR [EMAIL PROTECTED] wrote: Hi