Hello all,
We have an instance of Business Objects that is being used for the mid-tier
reporting and ticket printing. Does anyone know if there's a way to determine
how often the web reports are being used and by who? We're looking at a needed
OS upgrade for the system this runs on which
Hi all,
I'm updating some contacts and I seem to remember that there's a vendor on here
with a name something like Missing Solutions or ??? but I can't remember/find
the name. The idea of the name is that they have add-ons/packages that probably
should have been included in main product but
and INC work detail table.
Did you look at AL HPD:INC:TblWorkLog_100_Details-R?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, March 05, 2013 3:00 PM
To: arslist@ARSLIST.ORG
Subject: CRQ and INC
On the work detail table for Incident on HPD:Help Desk (AR 7.5 ITSM 7.6), I can
double-click an entry which brings up the Work Info form with the details for
the specific entry. The same work detail form for change on the
CHG:Infrastructure Change form does nothing. I can only view the records
think we need to look into using
Procmail since we haven't started to (re)build email integration with our new
out of the box system.
Jason
On Fri, Mar 1, 2013 at 9:35 AM, Peters, Ron
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
Fortunately I already had our system pretty much
something many people would benefit from having a document to follow and some
sample use cases.
Jason
On Thu, Feb 28, 2013 at 8:20 AM, Peters, Ron
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
I'd echo everything said below for the pros and cons. We heavily use email
integration
I'd echo everything said below for the pros and cons. We heavily use email
integration and the OOTB email engine primarily for incident creation and
routing. I moved all the email decision making and ticket creation logic out of
Remedy and use Procmail which is designed for the task. I have a
, 2013 at 6:27 PM, Peters, Ron
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
After some more testing, I can rule out the AL. I simply created a new
character field on both forms, gave them a default value, gave them 'display'
for their entry modes, and changed their name/display from
For what it's worth, I've flushed both the browser and mid-tier cache multiple
times without change. With the caches flushed, I'm not sure why these fields
would perform differently between browsers. Any other ideas?
I've looked at the client logs both in Chrome and IE and they both look the
Hello,
We recently updated our notification templates to contain HTML direct links to
incidents and changes. We disabled the default link at the beginning of all
messages and created our own. An example of our INC URL is this:
is
archive/deleted and the URL is no longer valid.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, February 26, 2013 12:49 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: ticket direct URLs and login
puts your field in the foreground and the other puts it in
the background.
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, February 26, 2013 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: New
for that
notification.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, February 26, 2013 10:49 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: ticket direct URLs and login sessions
**
Hello,
We recently updated our
)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, February 26, 2013 10:49 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: ticket direct URLs and login sessions
**
Hello,
We recently updated our notification templates to contain HTML direct links to
incidents and changes
custom field oddity
**
Did you flush your MidTier cache after you added the field?
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Monday, February 25, 2013 10:57 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: New
Hi all,
I created a new field on both the HPD:Help Desk and CHG:Infrastructure Change
forms. They are both similar in that they are read-only display fields. Each
one has an active link that gives the field its value. The AL is working fine
as the value is correct on both. The issue I'm having
This may be a dumb question that is very simple but I'll ask anyway. I'd like
to create a link on the Incident/Change form that directly points to the
selected Incident or Change. In other words, I can copy the URL from that link
and use it to point others directly at the record. The use case
We use the email engine extensively to create incidents (25% of total volume).
I had to look up what you meant by RBE but if you mean the formatted
field:value message to create incidents, we're on the same page. In any case,
our implementation uses the HPD:IncidentInterface_Create form to
Finally got mine working. I had mistakenly disabled an AL in my fumbling around.
1. Modify 'selection code*' field on sys:status reason menu items form so it's
read/write instead of read-only
2. Modify filter HPD:INC:ClearStatusReason_210 to add: AND ('Status' != In
Progress) or whatever status
Hello all,
I've added the reasons to this status in the status_reason_hidden field and
entries to the sys:status reason menu items form. The reasons appear on the
HPD:Help Desk screen but when I save an entry, the reason field is blanked out.
I looked to see if I could find an active link
Browser Cache.
Take Care
Dale Jones
DCS
Raleigh, NC
919-523-6034
From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on
behalf of Peters, Ron [rpet...@columbia.com]
Sent: Thursday, January 03, 2013 11:46 AM
To: arslist
too.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 8:46 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Add status reason to In Progress status
**
Hello all,
I've added the reasons
the process flow
bar. You need the AL to set the field when you load the screen. Did you add
the menu option to the z1D_Status_Reason field?
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 11:04 AM
(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, January 03, 2013 3:45 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Add status reason to In Progress status
**
I see the pending option on the flow bar, I didn't know it was there before.
Typically I've
there is code that removes the status reason based on
selections from. Take a look at filter HPD:INC:ClearStatusReason_210 and add
'status' !=In Progress
On Jan 3, 2013, at 4:17 PM, Peters, Ron
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
Yep, I don’t care about the flow bar. I had
My understanding is that the 'selection code' should match the menu item 'id'.
I think this looks right, the numbers match (hopefully these screenshots come
through):
[cid:image001.png@01CDE9C0.F97BDF90]
[cid:image002.png@01CDE9C0.F97BDF90]
-Original Message-
From: Action
We're starting down the path of using the 'problem' module and noted that users
without the 'problem user' role cannot create known issues or KB articles. This
works fine for us since we're currently using a separate KB/documentation
solution. Once we enable the 'problem user' role, folks will
Check out logrotate. http://linuxcommand.org/man_pages/logrotate8.html
Ron
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tristan Roppel
Sent: Tuesday, November 27, 2012 12:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARerror.log file size control
Below is from a list I’m on where various authors are requesting folks to
interview for their work. I thought this was appropriate. Timing is short but
you can respond if you like.
Summary: Writing a newspaper column on the demise of the Twinkie and looking
for someone who still eats them.
This should be a simple question but I'm not seeing it. If I have a panel
holder with several panels in it, can I choose the default active tab when the
form is opened without re-ordering the panels?
In other words, I have 4 tabs and when the form is opened, tab 3 becomes the
active tab
an Active Link on Window Open or Window Loaded to set the
current panel.
A simple Set Fields action where you set the Panel Holder to the db Name of the
panel you want to show.
Fred
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent
National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.govmailto:nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Peters,
Ron
Sent: Monday
FYI, the wiki documentation was demonstrated at WWRUG11. It looked pretty cool
at the demonstration and since we're not on V8 I haven't had the need to use
the real thing yet.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark
Sent:
We're on AR 7.5 and ITSM 7.6 and we're using the system mostly OOTB. I just ran
into an oddity. When creating a CRQ, the 'implementer group' is being auto
populated by a support group that has nothing to do with the CRQ or the
submitter. On the CRQ itself, there's no field/ability to set/change
I wasn't there this year but to clarify your question, are you asking about
copying the database server or database or something else and copying it to
another server? We do something similar to refresh our non-prod environments
with the production database. I came up with the process and it
You sort of imply that you'll have a custom form/app that will be available to
external folks and have the fields to be filled out which will send the email.
A couple thoughts here. As Rebecca mentioned you could put the login/password
in the template being sent but hide it behind your
I ended up creating an entry in the assignment configuration form for all our
support groups for the event - General -. Once those were configured and I
assigned the group in the form, the incident was created.
-Original Message-
From: Action Request System discussion list(ARSList)
That's similar to what we do. ~25-30% of our incidents are created with that
form via email. I use the OOTB email engine and that form for ticket creation.
I handle all the logic of how the tickets are created prior to the email being
sent to Remedy. We have a faceless account called
Both on Win7:
IE9 = 138
Chrome=434
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, October 18, 2012 8:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG12 Doug Mueller and Kia Benhia
Unrestricted Access if only two
companies are there in your system).
Regards,
Aditya
On Thu, Oct 11, 2012 at 3:48 AM, Peters, Ron
rpet...@columbia.commailto:rpet...@columbia.com wrote:
**
Hi all,
I believe we are currently running in multi-tenancy mode though we only use a
single company. Our help
Hi all,
I believe we are currently running in multi-tenancy mode though we only use a
single company. Our help desk assigns tickets to various support groups as
normal. Now, were looking into bringing our HR department on board so we can
assign tickets etc. to them. I believe the main sticking
We went to 2010 earlier this year. Here's the link to the issue/outcome I
reported then.
http://ars-action-request-system.1093659.n2.nabble.com/Email-engine-mailbox-issue-with-Exchange-2010-SP2-upgrade-td7551752.html
From: Action Request System discussion list(ARSList)
On a periodic basis, we want to make sure our non-production environments match
production for valid testing. Over time they seem to drift apart. In any case,
the various folks at BMC weren't able to give much of a procedure for making
this happen. I know there are many differences in
We don't have pagers but use cell phones. People records have the Pager
Email+ field where you can put the email address of the phone. At least some
pagers have the same type of email access. I then setup blat (Linux/UNIX likely
wouldn't require a separate mail program) for the pager
I started playing around with the HPD:WorkLog form to create new log records.
It works fine but I'm not seeing any Work Log Update for Incident
notifications being sent. Is there a trigger that needs to be set in these
records for those notifications to be sent?
On a semi-related note,
Hi all,
I'm working through a developing a process for refreshing our dev/qa
environments with production data. We dumped the data from production into dev
and I've done a lot of cleanup and re-pointing so Remedy/ITSM is working
correctly. That part seems to be fine.
The issue I'm having is
database I always
say to just do the aradmin data
What DB are you using? Can you do a restore from before the copy of the non
aradmin schema?
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent
/...) in the database.
Fred
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Wednesday, June 20, 2012 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy DB refresh and Business Objects
**
I can revert to the snapshot (vmware) I took prior
Pardon my ignorance. I understand the issue being seen in the screenshot that
was provided and rolling back to 12 seems to be the right work-around. I really
appreciate the heads-up.
The question I have is this. What should the browser do if you enter data that
is one character longer than the
The 'being open too long' reason is new to me. I just recently (middle of May)
had them close a ticket because I gave up on their support. The issue was
relatively low in priority but I opened it in October! They asked for logs at
least 3 times, had multiple webex sessions to re-demonstrate the
What is an example call to your pager script? You mention sticking single
quotes around things, is this the whole message or just part(s) of the
message? When the call is made, is the whole message quoted or ???
Trying to understand exactly what's happening both normally (short messages)
and
The changes we made were based on recommendations from support. He really
didn't give me any indication of why specific changes were being made except
for one. Probably just best practice settings. The only setting he explained
was the Cache-mode.
Ron
-Original Message-
From: Action
For your specific example, we have a customization that was built by a BMC
contractor that adds worklog entries to Incidents and Changes when the specific
INC/CRQ number is in the subject of the message. His name is Todd Lazar and is
likely to be on this list. I have his contact info if not.
We had a similar issue start cropping up in December with more in January and
February. We're on 7.5 and as much OOTB as possible. It started by being
unresponsive for ~15-20min and then got longer. We ended up needing to restart
the AR server service to get the system back which worked fine
It seems like requestfor and changeto might be reserved words in some way
so it replaces what you've done with what it thinks you meant. This is
speculation and I don't really know what I'm talking about. Have you tried
putting the begin/end field delimiters in place?
I believe it would look
In the OOTB ITSM application, when an end user is creating an incident, instead
of typing in the last name of the customer and pressing enter to search the
people records, we have users that will press the '+' icon and 'add' a new
customer. This ends that a people record is created in a
We saw this very think last week but related to Pacific time. We saw it when
looking at the form for currently active users and their last active date/time.
Had to remove the locale from the preference from the individual and then time
displayed correctly. The time on the client machine was
@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 08, 2012 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Account issue and arerr 330
**
Yeah, we’ve seen that one before and documented it and was my first attempt at
a solution.
Here’s hoping that the latest version has this resolved.
From
Hello all,
I have an individual user that was set as an administrator with a fixed
license. We were doing some changes and the person doesn't need administrator
any more so we set the privs the same as any other typical support person
(Incident/Change user, asset viewer). I then changed their
the records in
question. You should be able to check the permissions on the fields to figure
out what they may be missing.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Thursday, March 08, 2012 12:08 PM
To: arslist@ARSLIST.ORG
Subject
we noticed they have no default group set and
they were seeing the similar errors.
On Thursday, March 8, 2012 3:59:06 PM UTC-6, Peters, Ron wrote:
**
Thanks. I wouldn’t think that I’d have to open the hood for a simple people
record permission modification. We’re not doing anything special here
Hey everyone. Has anyone been able to connect to a Remedy web service with
Infopath? I'm trying to connect to the OOTB service called
HPD_IncidentInterface_Create_WS. The idea is to create an Infopath form (likely
more than one) that will simply take the fields and create an incident using
the
in NTE:SYS-NT Proces Control for a single change. hotfix was SW00369891
Knowledgebase article is KA 354923 - just a hunch - but check your NTE:SYS-NT
Proces Control form (or select from the Database if your server is
unresponsive as ours was).
br
Jonas
Den 10-02-2012 16:34, Peters, Ron skrev
Hello all,
Having some AR server issues. Something has been happening in the mornings
about 6am in that our service desk can't access Remedy. This started in
Decemeber but only once. Then twice in January and now a couple times this
week. The first few times it resolved itself after about 30
System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Tuesday, December 20, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved.RE: [$$ $$] wrap in email templates
**
I frequently create tickets with multi-line details that include colons and
have
I have a user who needs to search for a term in change work info entries across
a group of changes. I didn't see anything in the stock interface but in the
thick client I found a join form called Search Work Info CHG:Chg
Search-Worklog. It seems to be what I'm looking for but the user doesn't
bar.
Good luck.
Brett
-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Peters, Ron
Sent: Tue 12/6/2011 9:13 AM
To: ARSList
Subject: Re: Change phases
Thanks that's what I was remembering but isn't exactly what I needed. I have a
request from our
It seems like I've seen this before but I may have been dreaming. How do I
configure a particular change type (no impact, normal, etc.) with regard to the
stages that are included such as 'implementation in progress' or 'planning in
progress' etc. I can't seem to find anything related in the
Tickets that are open for some arbitrarily long amount of time may or may not
be valid depending on your environment. The best way that I can see to incent
users to clean up their queue is to publish reports that highlight ticket age.
Don't make it a punishment, just increase visibility and the
We're currently on 7.5 and looking to upgrade likely sometime next year. A
couple of modules we had been waiting to implement until we upgrade were SRM
and RKM. Based on this thread it sounds like they've gotten worse in a
non-trivial way. What other issues are there besides direct access URL's
I thought I'd wait for any others to chime in on this since I'm fairly new to
the list. Since no one has, I'll jump in. We're on 7.5 and heavily use the
email engine for processing email in a LOT of ways such as auto routing
incidents to select support groups based on from/to/subject/body etc.
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