I think the Remedy folks on the list would say it’s the other way round. :-)
To answer the question though - http://community.servicenow.com/
My experience is that it’s not as lively or responsive as the ARS List, but
it’s as close as SNOW gets.
Thanks,
Ron Legters
System Administrator
Univar
tried to query this other table for
it.
I solved this by creating a second menu that doesn't use this value, and
attached it to the character field, and then attaching the first menu with a
change fields action after the qualifier field gets populated.
Thanks,
Ron Legters
ITIL Tools Process
you,
Ron Legters
ITIL Tools Process Administrator
UNIVAR Business Information Services
17425 NE Union Hill Road
Redmond, WA 98052 USA
+1 425 889 3952 Work
ron.legt...@univar.commailto:ron.legt...@univar.com
Bingo! I would swear this worked on Friday, though. Well, back to the drawing
board.
Thanks,
Ron Legters
ITIL Tools Process Admin
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Roger Medsker
Sent: Monday, October 25, 2010 2:26 PM
To: arslist
is null (or blank?)
it doesn't find a matching CRQ, and it opens a Change Request window with no
data.
Thank you very much for your time. :-)
Thanks,
Ron Legters
ITIL Tools Process Admin
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe Martin
that's a button
field, it doesn't have any data.
It's working now.
Thanks,
Ron Legters
ITIL Tools Process Admin
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ron Legters
Sent: Wednesday, October 20, 2010 8:45 AM
To: arslist@ARSLIST.ORG
Subject
I missing here?
ARS 7.0.1
ITSM 7.2
Windows Server 2003
SQL 2005
Thank you,
Ron Legters
ITIL Tools Process Administrator
UNIVAR Business Information Services
17425 NE Union Hill Road
Redmond, WA 98052 USA
+1 425 889 3952 Work
ron.legt...@univar.commailto:ron.legt...@univar.com
action
to the button AL to see why the CRQ wasn't opening, and the message tells me
that 'Originating CRQ' is empty.
Thanks,
Ron Legters
ITIL Tools Process Admin
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brien Dieterle
Sent: Tuesday
recall which one that is. I'm pretty sure it's either 'Contact Organization
Admin', 'Contact People Admin', or 'Contact Support Admin'.
Thanks,
Ron Legters
ITIL Tools Process Admin
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jorge Polo
Sent: Friday
to be working this way.
Am I going about this the wrong way? It occurred to me that it might be easier
to just change the labels for 2 and 4 Minor and Medium (or something) and just
let it go.
Ron Legters
ITIL Tools and Process Administrator
UNIVAR Business Information Services
17425 NE Union Hill Road
So what I did is create a People record with the login ID of 'AR_ESCALATOR' and
gave it the three Contact permissions. There may be a better way, but this
worked for me.
Thanks,
Ron Legters
ITIL Tools Process Admin
From: Action Request System discussion list(ARSList)
[mailto:arsl
...and it does it in two passes. That is, if your email engine fires every 5
minutes, it will pull the message into the messages form in the first pass,
then 5 minutes later it will create the ticket. (at least, this is what happens
on my system)
Thanks,
Ron Legters
ITIL Tools Process Admin
a floating license and some
application permissions. This didn't have anything to do with notifications,
but it may be an avenue to explore for your problem.
Thanks,
Ron Legters
Remedy Administrator
Production and Quality Control
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
we're the only shop that gets calls from users asking for help when
nothing's broken.
Thanks,
Ron Legters
Tools Administrator
Production and Quality Control
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
Rick -
Count me in.
Thanks,
Ron Legters
Tools Administrator
Production and Quality Control
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, April 09
Ron Legters would like to recall the message, NWRUG Meeting April 27th.
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don't think we want to do
that'. I don't know where in the ITSM Suite to point her, though for a better
bug tracking tool.
Could we use 'Known Errors' in Problem Management as a sort of Bug Tracker?
What are other shops doing?
We're currently on ITSM 7.
Thanks,
Ron Legters
Tools Administrator
could go on,
but let me just ask: Are many of you using these reports; have you modified the
canned ones to make them more useful, or have you just created your own?
Thanks,
Ron Legters
Tools Administrator
Production and Quality Control
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
Shawn -
The Work Info is searchable, just not directly from Incident form. In the left
nav bar, under 'Advanced Functions', there's a link - 'Advanced Search'. One of
the options here is 'Search Incidents by Work Info'.
Thanks,
Ron Legters
Tools Administrator
Production and Quality Control
Except I'm not sure Ben has answered your question. He's given you the 'Status'
values for Help Desk, and you asked for 'Status Reasons' when the 'Status' is
Resolved. The answer is there aren't any. In version 6, the only status that
had 'reasons' was 'Pending', and the field that holds those
I was having a similar problem with the Plug-in server. On a service restart,
it would start, then die, then restart. Not quite what you're experiencing, but
I thought my experience might shed some light.
BMC Support said there were some know issues with ARPlugin that were fixed in
AR server
no categorization. This makes for very bad reporting. I
had assumed the OTB workflow would cause these to be required at some
point, but I'm discovering that's not the case.
So, I'm curious - how have other folks dealt with this issue?
Thanks,
Ron Legters
Tools Administrator
Data Systems
I'm probably too late to this conversation, since you've probably gotten
your keys by now, but as an FYI for future reference:
If you're not getting the emails for trial licenses, you can click on
the 'View Current Trial Licenses' tab on the Trial License Request page
to get the keys. They show
The creation form is called HPD:IncidentInterface_Create. Sadly, the
fieldids don't exactly match the fieldids in HPD:Help Desk' so it takes
a bit of research to figure out what to push where.
Thanks,
Ron
Tools Admin
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
.
When I log into my machine as this user, I see the ticket just fine.
I've had him re-install the User tool, but this hasn't helped.
We're on Windows with SQL, AR System 7.0.1, Help Desk 6.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
ID's aren't the
same in 6 vs. 7. I'm hoping someone has already worked through this, so
I don't have to start from scratch.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
?
** The biggest thing, Ron, is not to try to push directly into
HPD:HelpDesk. Push into the Interface_create form, which already has
filters in place to grab some of the arcane data elements needed from
other forms. It'll save you a ton of work.
Rick
On Fri, Mar 28, 2008 at 2:22 PM, Ron Legters [EMAIL
. Generic
has not had a password. Could this be the problem? Is 7.1 pickier about
passwords than 7.0.1?
Both systems are running HelpDesk 6.0 if that matters.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
in
different regions and site groups.
I've got some thoughts about how to proceed, but I'd love to hear from someone
else who may have dealt with this or something similar.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
you.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
Sent: Thursday, 17 January 2008 12:42 p.m.
To: ARSList
Subject: Site question for ITSM 7
I've come across a stumbling block in configuring ITSM 7
To: arslist@ARSLIST.ORG
Subject: Re: IncidentInterface_Create Question
**
Great! At least my confusion helped one person out today!
Did you have to add the keyword CREATE to the .arm file as a value, or
just the field itself?
On 1/3/08, Ron Legters [EMAIL PROTECTED] wrote:
The field 'z1D_Action
The field 'z1D_Action' is referenced in the filter
HPD:HII:CreateIncident_010_SetINCNumber`! so I added it to my template. After
reading Roger's reply to your message, I'm not entirely certain I needed to,
but it didn't work before I did, and it does now, so...
Thanks,
Ron Legters
Tools Admin
Like several other posters so far, I would check the credentials on the
Email Service log-in. I've had several occasions over the years where
even though the password hadn't expired or changed, just re-entering it
for the log-on as in the Service properties and re-starting the
service got the
Just a thought, but if you're using ITSM a lot of views of a lot of the
forms have many of the basic functions, like 'delete' and 'save',
disabled. Have you explored this?
Ron
Tools Admin
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
Russ -
Not sure what your link looked like before you forwarded this to the
list, but it appears to have gotten wrapped and broken. The last chunk
should be 'externalID=1926'
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
, (telling me it's complete when it's not, and saying
so in French) or did I do something wrong?
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
...and if you know who made off with our carriage returns, we'd
appreciate getting them back.
;-)
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
From: Action Request System
Now that I think of it, number 2 is how we fixed it, too. We just
upgraded all of our users to V7 user tool, even though we weren't on V7
on the server yet.
Thanks,
Ron
Tools Admin
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
Is everyone getting this, or just some? I'm remembering this happening
to all my users when we were on 6, and it was just a bug in the user
tool. I would try a newer patch for the v6 user and see if it goes away.
Thanks,
Ron
Tools Admin
From: Action
know about binaries that may get installed for ITSM 7 which might make
going back and forth between 6 and 7 challenging.
Your thoughts?
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
...and I've also found that frequently when I make any kind of change to
the email configuration, I have to go back into the service properties
and retype the password for the account it's logging on as, even though
it hasn't changed.
Thanks,
Ron
Tools Admin
.
The platform is ARS 7.0.1 patch 001 on Windows with a SQL db.
I'd appreciate your thoughts about where next to look for what's up with
this.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
and LDAP
You are going to have to work with the vendor on this one. Sounds like
what my plugin server does when my ardbc plugin overwrites memory it
doesn't own.
Axton Grams
On 5/17/07, Ron Legters [EMAIL PROTECTED] wrote:
I'm using a View form with ARDBC LDAP to get user information from
Active
and LDAP
The Need to Sync timout on the External Authentication tab of the Server
Settings. Setting that to 300 (seconds) worked for me.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
Sent: Thursday, May 17
I've been using Dreamweaver. I'm not very good with HTML, so I use
Dreamweaver to get it looking the way I want, but then I still check the
code in Notepad to be sure there's no extraneous junk. From what I hear,
Front Page is probably a poor choice, as it's biased toward the way
Internet Explorer
the ESS Concepts Guide
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
web http://www.westoverconsulting.co.uk
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
Sent: Thursday, May 03, 2007 12
*/ End of filter processing
(phase 1)
/* Wed May 02 2007 15:39:51.8550 */ Restart of filter processing
(phase 3)
0: Notify
/* Wed May 02 2007 15:39:51.8550 */Stop filter processing
Any clue as to what I'm missing?
We're on ARS 7.0.1, patch 001 on Windows/MSSQL.
Thanks,
Ron
is that I can't tell exactly who the system was sending
the message to, once I receive it.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
www.univarusa.com
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED
Brad -
The first thing I would do is open up the properties of the Remedy Email
Engine service and re-type the password that whatever account your
running it as uses to log on. I've noticed I sometimes need to do this
after applying a patch or upgrading. The password doesn't change, and
the
(ARSList)
arslist@ARSLIST.ORG
From: Ian Trimnell [EMAIL PROTECTED]
Organization: The Open University
Subject: Re: Diary Field wierdness
In-Reply-To:
[EMAIL PROTECTED]
Content-Type: multipart/alternative;
Ron Legters wrote:
**
Listers -
I've got an issue here
08:27:43 -0700
Reply-To: arslist@ARSLIST.ORG
Sender: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
From: Ron Legters [EMAIL PROTECTED]
Subject: Re: Diary Field wierdness
In-Reply-To: A[EMAIL PROTECTED]
Content-Type: text/plain; charset
there. It doesn't appear to stay in the new case once it's
saved, though.
I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and this isn't
happening to him.
Any ideas?
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111
machine, I also get the error.
Where else can I look for what's causing this?
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
She didn't have 'Save Workspace' checked, but I checked the ar.ini file
again, and sure enough, I'd missed some references to OldServer in
there. Corrected these and the error went away.
Thanks for your help,
Ron
Tools Admin
From: Action Request System
list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
Sent: Monday, February 26, 2007 1:45 PM
To: arslist@ARSLIST.ORG
Subject: TimeZone problem?
**
OK, this is probably an easy one, but I've looked everywhere I know:
Why is the timestamp on objects on my servers showing in GMT
on the
servers are OK.
My Admin tool is 7.0.1 patch 001. Both servers are 6.3 patch 20. All systems
are Windows, XP for the desktop and 2003 for the servers.
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
www.univarusa.com
I'm in the middle of a move myself, and ran into this same thing. It
appears though, that I'm OK as long as I don't access both servers from
the same machine at the same time. I've got both systems up right now,
and I'm administering the current server through the admin tool on my
desktop, and I'm
Kyle -
Are you planning to upgrade from ITSM 5.5 directly to ITSM 7.X? Just
asking because my experience with upgrading to ITSM 6.0 after upgrading
to ARS 7.0 was not pretty. The CMBD didn't install correctly, and I got
errors that wouldn't go away until I ripped everything out and started
over,
the ones I've found) have 'Escalate to Manager
after...' in the filter name.
As I recall SLA generates these filters as SLAs are created, so yours
may have different names, but maybe not since these are OTB.
Hope this helps,
Thanks,
Ron Legters
Tools Administrator
Data Systems Services
Univar
Just because your computer clock is correct is no guarantee that times
in Remedy will be right. Remember that ARS stores times as seconds since
Midnight, 1/1/1970 GMT. Every time it displays a time, it calculates the
difference between what's stored and the time zone it's displaying in,
so if ARS
in the control record (ARERR 150)
Thanks,
Ron Legters
Tools Administrator
Production Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
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UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
, would DSO be an option? Can it share tickets between servers based on certain conditions, or does it pretty much just replicate one server to another?
We're currently running ITSM 5.6 on ARS 6.0.1, but by the time Canada comes on board, we'll be on ITSM 6.0 (maybe 7.0) on ARS 7.0.
Thanks,
Ron
languages.
James McKenzie
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters
Sent: Wednesday, August 09, 2006 8:38 AM
To: arslist@ARSLIST.ORG
Subject: Sharing ARS between countries
**
My company's
execute on 'Modify' vs. 'After Modify' so I'll dive into the manuals while y'all think about this.
Thanks,
Ron Legters
Tools Administrator
Production Systems Services
Univar USA Inc.
425.889.3952 Office
425.889.4111 Fax
__20060125___This posting was submitted with HTML
I just had to re-install 6.0.1 on my dev machine, and it replaced the
credentials with the local account, so I guess it's not fixed.
This is not the error it gives when that happens, though.
Thanks,
Ron
Tools Admin
From: Action Request System discussion
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