Our client is looking to recruit a junior remedy developer (6-12 months
experience). If you are interested or would like to know more - please
e-mail me on [EMAIL PROTECTED]
All the best
James
. . . . .
James Tobin
Cubicegg
+44 (0) 870 720 1074 - office
+44 (0) 7952 145 127 - mobile
To learn
Hello listers,
I would download one of remedy clients form remedy support site but I
encounter that downloads are not available, now there are only the
option to recipe products by mail. There are not other way to obtain a
Remedy Administrator 6.3?
Regards.
Is anyone running ARS 7 with Helpdesk 5.6 on Windows Server 2003? If
so, does it work all right?
I don't understand the Helpdesk product offering on BMC's site at this
time. There is something called Helpdesk v. 9? But it is not
available for download. There is also something called BMC
The new naming convention is Service Desk that includes Incident and Problem
Management. This is the direct replacement to Helpdesk.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 24 Jan 2007 9:11 AM
Subject: Remedy Helpdesk and ARS 7
Is anyone
Thanks all for the update.
Thanks Regards,
Pavan Kumar AV - [Remedy]
HCL - AutoDesk
Work: 408 416 0170 Extn: 5576
Mobile: +91 98409 95070
Home: +91 44 4359 0919
Mail To: [EMAIL PROTECTED]
-Original Message-
From: Action Request System discussion list(ARSList)
Brad,
With the release of the version 7 of ARS and ITSM, HelpDesk split into
Incident Management and Problem Management. Together, they are known as
Service Desk. ARS is the base Action Request System, which all of the
applications are built on. There is no Helpdesk v. 9, so I would avoid
Anyone using this or have seen this work.
Thanks
Kyle
Kyle Whitley wrote:
Just wondering if anyone has ran the ITSM 5.5 applications on ARS
7.0.1? We plan on upgrading the apps, but this would happen after the
ARS is upgrade across all our servers.
Thanks
Kyle
--
Kyle Whitley
IT
I wonder how long it will take before companies start questioning the
price of support when we can't even use it most of the time and tickets
get closed without a resolution.
Dan-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
I wish I could even get subscribed for my Support ID's so I could get to the
supportweb. I've been told to contact my sales rep., which I tried to do and
they have not called me back after 2 weeks. It seems that it's not just the
web services which are suffering it seems like this supportweb
All,
I know this question has been asked a few months ago and I think I know the
anwer, but wanted to make sure.
Do you know if CMDB version 2 is supported with a Helpdesk 6.0 application?
The compatibility matrix only lists CMDB 1.1, but I want to verify this.
We have already installed
Maybe someone should email the CEO of BMC to see what he thinks...
From: Dan Caissie [EMAIL PROTECTED]
Reply-To: arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Web Site Performance
Date: Wed, 24 Jan 2007 09:38:13 -0500
I wonder how long it will take before companies start
Whilst BMC haven't listed a Helpdesk v9 previously, I saw it listed earlier
today whilst I was browsing our downloads, didn't bother looking into it
though, as I was looking for the v7 clients.
Just tried to get back in and the BMC support site woes struck again - can't
get into the downloads,
Good news. The 7.0.1 Patch 1 Mid-tier exe file that timed out after an
hour yesterday, downloaded in seconds, today. :)
Michelle
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie
Sent: Wednesday, January
There are 2 questions:
1. Upgrade CMDB 1.1 to 2.X with existing ITSM 6.x
2. CMDB new install with ITSM 6.X
A lot of information has been passed through the list the only problem is BMC
has not officially released the patch needed to do either of the above.
-Original Message-
From:
Funny,
I am not having any issues at all..
Matter a fact, I had to resubmit a ticket monday for 3 individual issues..
and I have now resolved 2 of them in 3 days..
We have sent email.. to the tune of some:: 22 emails since monday..
I have had very little issue with the web site, the ARS server
Kyle,
when we upgraded to version 6.x we launched a big awareness campain to our
user community (3,000+) to download and install the 6.x client early (after
we tested it against the 5.1.2 server).
We used BB messages to our Remedy user community as well as a message and
URL on the home page.
Hi, Robert:
Same environment, but still on ARS 6.3 Patch 18 (Windows 2003, SQL Server 2000):
Thank you for this information. If I were you, I would definitely report this
to Tech Support as soon as humanly possible. Don't forget the all import logs.
We're about to embark on upgrading our
One additional thing that IS a sore point.. you select a patch, and if
you Drill down.. you have to open the site AGAIN to drill back up..
right mouse does not allow a back, and you cannot back up..
On 1/24/07, patrick zandi [EMAIL PROTECTED] wrote:
Funny,
I am not having any issues at
Trust me, website probably isn't as helpful as phone support (save
downloads). We got sold/told that the basic support was the way to go by
our sales rep since we had limited funds and we wanted the longest
contract we could purchase. Citizens have to vote a bond when we want
money! With
...getting ready to install patch 20 for ARS Server v6.3 (SQL Server, W2K3) on
a dev server.
Because the Installer also modifies forms I prefer copying the new files
instead when installing patches. I submitted a RFE last year so that we have
the option of _only_ installing patched files and
Hi ARSListers,
If I were subscribed from my personal email account rather than my work
account, I would probably make a tongue-in-cheek observation about BMC
perpetrating a CDS attack (Centralized Denial of Service, did you get that OK,
NSA?) upon their customers by apparently not leasing
Thanks. So are you saying that it is not officially supported? I have
already installed CMDB 2. Now I need to install HD 6.0
From: Roger Justice [EMAIL PROTECTED]
Reply-To: arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?
Date:
I'm glad that I installed Patch 20 on my test server, because it hosed
everything up. I'm debating trying out a completely new install to see
if that works, but Patch 20 is a failure so far and I will not be
deploying it to my production environment until the kinks are worked
out.
I also
Remedy has, for months, promised a White Paper showing how to map ITSM 6 to
CMDB 2.0.1. I don't think it's out yet, but if not, it should be soon. The
patch Roger spoke of is really just the WP.
It's not a matter of it being unsupported or impossible without the WP, it's
just a matter of
I have not seen anything either from BMC Support or on the list officially
supporting it.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 24 Jan 2007 10:21 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?
Thanks. So are you saying
Your discretion is laudable.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anderson, Douglas W.
Sent: Wednesday, January 24, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: OT: Re: BMC Support Web Site Performance
Perhaps I am misunderstanding this. We are having this same problem. Our
user logs are loaded with this error. The problem with the solution
below is it closes the window you are using. If I have a user who uses
the Support Console and opens one of their Help Desk tickets to update
it then their
Uh-oh. Something tells me that we might have to download all of patch
20 all over again. I downloaded both the installer and files a couple
of days ago. However, today, it looks like the winnt\bin folder AND
files have been updated. Many of the files shows today's date at 8:50
AM.
Note to
Adding the ALink to execute a exit action action on window close is not the
solution. This will only work if your Web application has only one form.
Have either of you opened a ticket with BMC on this issue?
On 1/24/07, Sokol, Brian [EMAIL PROTECTED] wrote:
Perhaps I am misunderstanding this.
Carina,
I understand your experiences. (and I have been there too.)
However, let me, for a moment point out that being a customer is a
type of relationship. If we truly give up on them, then they will also
not learn/improve because of what we know.
All,
Let me pick on Carina's sample ticket
CMDB 2.0 with ITSM 6.0 is not officially supported. As mentioned, BMC
is currently taking the necessary steps to officially enable the use of
ITSM 6.0 with CMDB 2.0.1. I do not have an expected date for when this
will be completed - only the information that it is currently in
progress.
Noticed an odd problem. When we use hyperlinks in the following formats
from Microsoft Word (tried on 2000 and 2003 from multiple clients) it
automatically comes back with an ARERR 9295, Incorrect login parameters.
Web page, user, and/or server names(s) must be provided.
Carey,
You're observations and statements are correct. It can be frustrating
but the overall effect can be an improvement.
I even take it one further when the resolution is Working as designed.
In more than one case I noted that the design was flawed and asked that
an enhancement request be
Woo, not good..
I have seen this with oracle patches.. Frustration.. now that is
upsetting..
On 1/24/07, Lucero, Michelle - IST contractor [EMAIL PROTECTED]
wrote:
Uh-oh. Something tells me that we might have to download all of patch
20 all over again. I downloaded both the installer and
All,
I have not been able to find out a definitive answer whether the
user tool needs patched or not. Currently our user tool is 6.00.01
(patch 1364) . Our server is 6.0.3 and we will be adding patch 20(when
it is good ! ) but I'm wondering if we shouldn't just upgrade the user
Oscar,
They are currently available to current customers on the supportweb. I'm
assuming that you are not a current customer. If that's correct, you'll
probably need to contact a Remedy Sales agent or reseller. If you do have a
supportweb login, then you should be able to get it without a
I'm working in both version 7.x and 6.3 (ARServer) and the Usertool works
just fine for both. I'm on usertool version 7.0.0 patch 2. I've been on
this version since October.
On the Admin tool, I'm cautious to only use matching versions.
John Kovalcik [EMAIL PROTECTED]
Sent by: Action
Hmmm, Seems to be down now... .. Wonder why ?
/sarcasm off
On 1/24/07, Smith, Ron [EMAIL PROTECTED] wrote:
** It would be nice if Remedy would help us out with some Technical
Bulletins. As soon as this posting came out, I went out and started
checking the create dates on the Patch 20 file.
Hello everyone.
Environment
W2K3
IIS 6
Mid-Tier 6.3
Java 4.2_10
We are having problems with our Servlet Exec configuration page. AFter
logging in I get the following results, I know I have typed the password in
correctly. I have tried restarting IIS and the ServletExec service, but we
have
Oh great...and I already ran the installer, and have people testing...we
have yet to see any major issues...keeping fingers crossed now that I
read these.
Hoping!
~jj
-Original Message-
From: Action Request System discussion list(ARSList)
Good afternoon,
Has anyone who is using AREA LDAP authentication experienced the
following problem? And if so, were you able to fix it?
Sometimes when a user is prompted to change their network password (and
they change it) they are no longer able to log into the midtier. They
receive
Roger:
You are correct that the CMDB, by itself, does not install
AST: forms. However, Service Desk 7.0 (Incident and
Problem) installs the AST forms as part of it's install.
Asset management includes a whole bunch of other
functionality related to assets (lifecycle management,
etc.),
Hi Mary:
I see what you are getting at.
If you have built the relationships in the CMDB correctly,
when you go and fill in the Incident Customer information
(on the Customer Tab of the Incident and press CR), the
list of related configuration items should automatically
appear in the table
How strong is the need to replicate data across multiple local AR databases?
Is there a performance issue with multiple distributed clients (fat or thin)
accessing a central AR database?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On
We did the make install, because I saw where the make test doesn't work for
everyone. And it appears to be working now.
Thanks,
Jeff
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the
Hi Terry,,,
So, if all our relationships are good it will work,,, so like from the movie
Field of Dreams,, build it and they will come?? :)
Ok,,, that's what we were hoping would happen we just need to figure it all
out on the CMDB side, get things related properly and it will magically
What Host name, User Base, and User Search Filter settings?
I have noticed AREA (somehow) uses a cached password on our system for
about an hour. I am not sure how this happens though. It seems pretty
weird. If I change my LDAP password, I can still use my old password for
around an hour,
I've been asked to add some fields and workflow to Remedy Help Desk (ver 6)
to facilitate recording time spent and/or charges on a Case so we can
ultimately charge back some of our clients for certain service requests.
Obviously there's probably many ways to go about this, but in general can
There are fields already there to capture time spent. You would then need to
determine the criteria for actually charging the customer and either create a
new Crystal Report or a search and export to a csv file.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
There is costing data in both Asset and Change, and in Help Desk, you can
assign users a Cost code or accounting code or G/L # or whatever, and use
that as chargeback criteria. I rarely see it used, though.
Rick
On 1/24/07, Julie Kanakanui [EMAIL PROTECTED] wrote:
I've been asked to add some
Fellow listers
Has anyone faced this error,
Cannot establish a network connection to the AR System server napxxxpdv
(0) : RPC: Miscellaneous tli error - System error (Socket
error - 10048) (ARERR 90)
when running the arreload utility. Running it from the arserver.
ARS 7.0.1
ORACLE 10g
WIN
It sounds like you're logging into another exchange server on the your
companies domain, but not the one that contains the mailbox that is used
to store the messages in question. Did the exchange administrator change
servers? Essentially, the message is stating that the mailbox in question
does
Julie,
There used to be a Start and Stop clock functionality in the earlier versions
of the ITSM Helpdesk apps.. I'm not quite sure if they have carried over that
functionality but you could use that if it is carried forward to 6.
This functionality gave the agent the ability to click on a
I have since changed the AREA configuration for the domain controller to
specific domain named servers (i.e. domaincontroller.domain.com)
I am trying a specific domain controller listing by IP in the AREA
configuration.
Additionally, I have changed hte RPC timeouts. Basically I have doubled
Now I and my users are getting RPC errors within the Mid-tier dialog boxes.
Where should I look for these issues?
Thanks.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the
Answers Are
We use DSO quite a bit with some good success. But giving an opinion on
whether you should use it or not, without knowing anything about how you want
to implement it or what you are doing is difficult to do.
Rem
Date: Wed, 24 Jan 2007 15:54:36 -0500From: [EMAIL PROTECTED]: DSO - Yes or
Hi Raido,
On Support Central, in the patch download section for an ITSM
application, you will find a patch numbered 9001. This is not really
a patch but rather a set of documentation that has more detail about
what the migration effort entails. Within this documentation is a
statement that
I was just on the site looking at the Patch 20 files. The only thing I
saw different from last Friday was 7 dll files were added to the
server/winnt/bin directory. Everything else I saw has 1/15 or 1/16 date
stamps on the files.
The new files are:
icudt32.dll
icuin32.dll
icuuc32.dll
Hope to get some help from someone who has integrated the Netcool Remedy
gateway (via the Alert form) to the new BMC Remedy ITSM 7.0 Incident
form. This is not as easy as it used to be in the old ITSM products, so I
am wondering if anyone has done this yet.
Thanks
Angie
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