Brien,
Let me see if I can explain. When you are trying to set the field to a
Static value, then the CONDITIONS that you're trying to use in the action are
not really used because they're irrelavent to the value that you're setting;
it's basically like using a SET FIELDS action on the CURRENT
Hey Everyone,
I've got the following:
ARS 7.0.01 P05 on AIX 5.0 with and Oracle 10g Database
Mid-Tier on a separate AIX 5.0 machine
ITSM suite 7.0.01 P05
EIE 2.0
Remedy Link for SQL Server
We recently moved 3 EIE data exchanges into our production environment. All
three write Remedy data to
Let's see if I can summarize what I've done to combat this.
I've created a backend form to hold the data on Oldest Unsent Email
Message. I have an escalation that runs every half hour to set a flag
if the email service needs to be restarted.
I have a filter that runs on modifications to that
Hey everyone,
AR Server: 7.0.01 P05
Server: AIX 5.3
Database: Oracle 10g
ITSM Suite: 7.0.01 P05 with Patch 9002 applied
Our Datacenter Manager would like to create tasks (or service requests)
for ongoing physical inventories of the data center. Additionally, the
head of our Windows
ARS 7.0.01 P08 - AIX 5.3
Oracle 10g on a separate AIX 5.3
Remedy Link for SQL 7.0 P05
We are successfully moving data between our Remedy database and an MS
SQL 2005 database in both directions.
We are being asked to move ATTACHMENTS from Remedy to the SQL database.
The word I'm
ARS 7.0.01 P08 on AIX 5.3
Database Oracle 10g on separate AIX 5.3 server
Remedy Link for SQL 7.01 Patch 05
It seems as if the Remedy Link for SQL uses a different port each time
the service is started on the Windows server.
This puts the port number in the EIE:BackUpLoadFlag form in
ARS 7.0.01 P8 on AIX
Database: Oracle 10g on AIX
Mid-Tier also on AIX
We are wanting to communicate between a Remedy ARS on AIX/Oracle and an
external database on Windows/SQL.
What is the best way to make these two servers talk to each other?
Thanks in advance,
Gp
George Payne
ARS 7.0.01 P05
DB Oracle 10g
I'm looking to make a Set Fields Filter Action to Count the number of
records in an ARS Table where the value of the field is '1' and the
record is more than 1 week old.
This SQL works fine (returns a value for $1$ of =392):
SELECT Count(C18099) FROM T1116
engine. It has bee a few years but you should be able to call
emaild.sh script (I think that is the name) and give it a stop
parameter. Once armonitor sees that it is stopped it should
automatically start up again.
Jason
On 7/18/08, Payne, George [EMAIL PROTECTED] wrote:
Hey gang
AM, Payne, George [EMAIL PROTECTED]
wrote:
**
Hey gang...
Occasionally the ARSystem Email Engine will just stop working. The
DAEMON
is running and so the ARMONITOR does not realize that the service
needs to
be re-started because the PROCESS is still running.
What I
Hey gang...
Occasionally the ARSystem Email Engine will just stop working. The
DAEMON is running and so the ARMONITOR does not realize that the service
needs to be re-started because the PROCESS is still running.
What I would like to do is have an ESCALATION run a PROCESS on the
server to
Hey everyone,
The most wonder thing about Remedy ... (reminds me of Tigger) ... used
to be that you could slice and dice things any way that you wanted it.
Databases, platforms, user tools. Heck...I wonder how many higher
education sites bought Remedy just because there was a Macintosh
Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Tuesday, April 15, 2008 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Bug Found in the Assignment Form
ITSM 7.0.01 P05
AIX 5.3
Oracle 10g
Symptom: If the user selects Infrastructure Event as the Service Type
on an Incident ticket and the AutoAssign feature finds more than one
possible group, then the HPD:INC:ASGAppDFLT_120_Dialog Active Link opens
the Selection View of the CFG:Assignment
Let me put it another wayif it ain't broke, don't fix it. I've done
half a dozen similar migrations and none of them are too
tedious...export all your old data, get your new environment set and
import the data...not tough, just time-consuming! And, of course, with
7.0 the order of the
ENV:
ARS 7.0.01 P05
AIX 5.3
ITSM 7.0.01 P05
ORACLE 10g also on AIX
Ok...this is kind of the turn around to all the problems that we used to
have trying to send attachments successfully with previous versions of
the ARS!
We chose to disable the Notification Engine configurations for
Dear Listers,
Current Environment:
ARS 7.0.01 P05 on AIX 5.3
Mid-Tier 7.0.01 P05 on separate AIX 5.3
Oracle 10g Database on a third AIX 5.3
ITSM 7.0.01 P05 - Asset, Change, Incident, Problem, and
Service Level Management
CMDB 2.0.1 not
Hey everyone...
ARS 7.0.01 P5 on AIX 5.3
ITSM 7.0.01 P5
CMDB 2.0.1 unpatched
DB-Oracle 10g on AIX 5.3
MT-7.0.01 P5 on AIX 5.3
I hope that this is something VERY small and silly, but it's got a lot
of us stumped right now.
Three diverse and possibly related sets of circumstances:
Don,
There is actually a fairly thorough KB article on the BMC Knowledge Base
for fixing the discrepancies...I'm surprised that it hasn't been an
enhancement.
The KB that I used was ... somewhere in my pile of documents and I can't
seem to get into the BMC Knowledge Base right now...I
Ken,
Yes, you're right, there were two pushes changed in each of
those Active Links:
'Parent Name' and 'RootRequestName' were both changed from
pushing $RootRequestName$ and now push $Incident Number$ instead.
Best of luck,
And I remember reading somewhere that Oracle with case-insensitivity
enabled caused a large volume of highly inefficient table scans...in
other words it wasn't using the indexes at all. Perhaps that was
someone who had tried to switch after the initial installation of the
database.
We are on
Hey Andre' and Chris...
First, we are using Incident Management 7.0.01 for on-boarding new
employees and, in order to do that we needed a real task management
similar to that offered in Change Management and that's where Patch 9002
comes in.
Based on Chris' post from early 2007, we did ITSM
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Friday, February 01, 2008 4:16 PM
To: arslist@ARSLIST.ORG
Subject: ARERR (314) with Change Management and FTS
**
Hey everyone...
ARS 7.0.01 P05
ITSM 7.0.01 P05
Hey everyone...
ARS 7.0.01 P05
ITSM 7.0.01 P05
Server and Database are on AIX 5.3
Database is Oracle 10g
We added FTS licenses and installed the Hummingbird application on our
DEV server last night.
Everything seemed to be going along just fine; we were able to perform
Ok...to be perfectly frank...we've added a workflow to fill them in with
the current date if the assignee has left them blank.
Our task assignees are ecstatic about that!
Gp
George Payne
Corporate Applications Developer
Electric Reliability Council of Texas
(512) 248-3940
[EMAIL PROTECTED]
The hardware and O/S are something I would give a look at. I had a
sub-admin once with a beefy 64-bit workstation that caused all sorts of
problems with the ADMIN tool on 6.3. My poor little 32-bit Windows XP
Pro box just ran circles around him.
Gp
George Payne
Corporate Applications Developer
Mike,
The Send To field is resolved in a very strict way. From the Online
Manual:
Note: AR System resolves the contents of the User Name field by first
checking for a matching request in the User form. If found, the
notification is sent to that user. If not found, the server checks for a
Mike,
What versions are you using? ARServer, ITSM Suite/Applications,
Database?
There's a checkbox on the filter that sends the notification to indicate
whether or not to include that URL in the outbound message.
If you're using 7.0.01 then you might look at the FILTER:
JT,
You may need to look at the PERMISSIONS on that attachment field. For a
test, make it PUBLIC and then see if that works.
Gp
George Payne
Corporate Applications Developer
Electric Reliability Council of Texas
(512) 248-3940
[EMAIL PROTECTED]
ITSM 7.0.01 P05 (Asset, Change, Incident, Problem and SLM)
ARS 7.0.01 P02
AIX 5.3
Oracle 10g
I have configured the surveys for Incident Management and I note that
surveys are only being sent to the user when the request originates from
the Requester Console.
When an incident
verify the fields which are mentioned there, whether they exists or not.
If you find any field which doesnot exists then remove them and try
again after refreshing the Cache.
On 10/26/07, Payne, George [EMAIL PROTECTED] wrote:
**
Hey y'all...
ARServer 7.0.1 P02
ITSM 7.0.1 P05
AIX 5.3
Jaimie,
Wow...so many things that this could be:
1.) Is there a C Compiler on the box, is it properly configured and
available in your path?
2.) Were you attempting this installation as ROOT or as another user?
3.) Are the files that the script is trying to CHMOD actually there? If
so, who
Ok...I know that this is grasping here; but sometimes that works.
Is the routine that they're trying to initiate trying to pull up a
Crystal Report on the tail end of it??
If so, check to see if they have a ; in their password. The access
denied could be an ODBC call the database and the
Hey y'all...
I've been tasked with getting our DEV environment to perform exactly
like our PROD environment. Great idea, but the installer for PROD
didn't leave behind any documentation and the current Admin has tried to
install the DEV environment to the best of his ability.
Environment:
Ok...I'm a little buffaloed by this one, but I think I've nailed it
down; at least a little bit:
Server: 7.0.01 P02 on UNIX
ITSM: 7.0
DB: Oracle 10g also on UNIX
Users are usually authenticated with their Active Directory credentials
when the AR System password is left blank.
UserA
Avon
(914) 935-2946
Payne, George [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
09/14/2007 01:36 PM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Hey gang!
**
Ok...I'm a little buffaloed
There's a couple of things to remember here gang.
The CTM:People Permission Groups form is keyed on the RequestID field
from the CTM:People file. If you're going to import records into
CTM:People, you'll need to use the associated RequestID in order to
create entries in CTM:People Permission
Actually, I think that the wording is separate. We changed the
background but we also had to null out that string.
Gp
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513
From:
Hey Gang,
We're using ITSM 7.0 on ARS 7.0.01 with an Oracle 10g database.
Trying to create a new Support Group, I guess I got a little too
aggressive with the Description; I typed 141 characters and it threw
the error below when I tried to save it. The field properties show it
to be a 255
Ray et al.,
You mentioned that the user can fill in Field1 and/or Field2. If you
are going to leave it so that the values of either Field1 or Field2
could be left blank, then you'll need to make several Active Links to
test for the various conditions and set your SQLFilter string
accordingly.
Hey all...
Wouldn't Lenny Warren's Admin Console do this for you??
I'm sure that the def files are posted in a ton of places...
Gp
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513
Brian,
The qualification that you typed will only list cases for current USER
or No assignee.
If you want to include all cases for your GROUP, you need to make the
qualification include AssigneeGroup...
Of course, you'll need to determine whether there'll be a static GROUP
that you want as a
to see all of the tickets assigned
to them. I have tried all of the qualifications that I can think of
that pertain to assigned group. I have no idea where to go from here.
Thanks for your help.
Brian Skalla
On Jul 24, 10:15 am, Payne, George [EMAIL PROTECTED] wrote:
Brian,
The qualification
Mike,
You can always add a MENU ITEM and make it so that the user can fire
that item with ALT + letter. With a little forethought, you could
probably get quite a few shortcuts working that way...
Gp
George Payne
Assistant Director, User Services
Information Technology Services
Ok...this may be coming out of left field, but it's just a thought.
Take a look at that ASSIGNEE GROUP IDs for the companies that are having
this strange issue.
Somehow or another, we had several of our companies assigned to the same
GROUP ID. It was truly weird and caused some of the same
. The OS is XP
with service pack 2.
On 7/6/07, Payne, George [EMAIL PROTECTED] wrote:
**
Rakshit,
What was the hardware and O/S for the machine where you were trying to
use the 6.3 User Tool??
Gp
George Payne
Assistant Director, User Services
Information Technology Services
If you're using ITSM 7 then I would recommend choosing a starting number
HIGHER than any that you've already used (kind of like you do with your
paper checkbook if anyone remembers what THOSE are :-) ). There are
potentially CHILD forms that would reference the INCident number that
might get
Rakshit,
What was the hardware and O/S for the machine where you were trying to
use the 6.3 User Tool??
Gp
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513
From: Action
Dylan,
Could it be a TIME ZONE issue on the mid tier either with the server or
with the user's profile? Is that the only ticket resolved after 5pm on
5/31?
Gp
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513
Susan,
I'm certainly not implying that you haven't looked here, but you didn't'
mention whether or not you've looked at your escalations or escalation
log. I've had escalations cause a cascading effect that was recurring
and hard to catch.
Gp
George Payne
Assistant Director, User
The funny thing is that a respected Remedy Trainer (who will remain
un-named) brought up a very similar question in a class he was teaching
on Application Design in the spring of 2006. My solution was to submit
a ticket to a child and then update the parent with workflow and he
assured me that
Ok...maybe I'm being a little too simplistic here, but why don't you
just set up the following 12 companies:
Widgets Research
Widgets Development
Widgets Testing
Widgets Contracting
Sprockets Research
Sprockets Development
Sprockets
Just to echo what Shawn said, we're treating the Contact tab as an
alternate contact only.
I used to always create an Alternate Contact tab for notifications to
an Admin Assistant when the ticket was really for their boss. I also
provided an option to contact either one or both when an
CTM:People Permission Groups requires the People ID (PPL000...) of the
user before you can add data for a user, that's the glue.
First, create all of your PEOPLE in CTM people...importing them would be
easiest and make sure that you've added their Remedy Login ID.
Next, run a report
Roseta et al.,
There's actually a decent definition for unknown user in the appendix
of the ITSM 7.0 Configuration Guide. That might be of some help.
What we've found is that the distinction between multi-tenancy and
single-tenancy does NOT affect the ability to establish multiple
companies
Rick's first suggestion is excellent. I've used that strategy at
several installations. The buttons started out real simple and then I
was able to do all sorts of neat tricks with permissions and other
workflow associated with them.
George
George Payne
Assistant Director, User Services
Hey Gang,
I'm in the middle of moving from ITSM 6 on ARS 6.3 to ITSM 7 on ARS
7.0.1.
We have 70,000+ users and around 1000 support personnel. We would
rather avoid having to load all of those users into either the
CTM:People form or the User form (or both). In Version 6, we could
Dave is correct; this is a license management issue.
If the users are so distracted that they are getting timed out (maybe
your timeout is too short), then they probably won't notice any workflow
that you come up with to notify them that their license is about to
timeout.
How about you
Ray and Carey,
We handle this kind of request with a form in Remedy that includes the
information that we want reported. Then, every morning around 2am an
escalation fires that collects the data SUBMITS a new record to that
form. Finally, a filter action on submissions to that form sends the
by on the customer field from HPD:HelpDesk. How would I do
that?
Thanks
Ray
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Friday, May 25, 2007 9:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Doc on reporting
Ray
,
but the profile will likely be incomplete for ARS needs.
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On 5/24/07, Payne, George [EMAIL PROTECTED] wrote:
**
Ok
And...since you are an affirmed newbie, leave your Admin Client open
while you're running the SYNC, do it during OFF hours and don't let you
machine go to sleep.
Pain points learned :-)
Gp
George Payne
Assistant Director, User Services
Information Technology Services
University of
Wouldn't that be something like UPPER(LEFT(Target_String,1)) +
SUBSTR(Target_String,2)
Leave the optional LENGTH value off of the SUBSTR function to get the
rest of the text.
Gp
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at
Hey Gang,
Our Environment:
ARS 7.0.1 P2 on Solaris
ITSM 7.0
Oracle 10g on Solaris
We were trying out our new installation of ITSM 7.0 and noticed an odd
thing in the Requester Information on the New Request off of the
Requester Console.
The user's Business Phone had been properly entered
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