RE: Email template question

[Carl Wilson]

Hi,

I have responded on Communities.



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Roger Justice via 
ARSList
Sent: 09 October 2019 19:05
To: arslist@arslist.org
Cc: rjust2...@aol.com
Subject: Email template question



My customer wants to use an Email Template to provides more details to the 
approver including the links for approval and reject. This is for approving a 
request made using the Digital Workplace that populates the 
SB:ServiceRequestStub for.



Has anyone done a similar template that did not use the OOTB ITSM forms?



I posted this on communities and did not get a response.



I am trying the list before it disappears.







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RE: Question about BMC BAO

[Carl Wilson]

Hi,

If this is a user initiated workflow i.e. using the Operator Control Panel, you 
can add in the “Operator Dialog” Activity to request information from the user.

If using an automated triggered workflow, this is not possible and the value 
needs to be present when the workflow executes.



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Gustavo Tejo
Sent: 26 June 2019 20:38
To: arslist@arslist.org
Subject: Re: Question about BMC BAO





Hello experts,
My question is about the BMC BAO, how can I request the user to tell me, at the 
moment of executing a workflow, where is the file that he wants to process?




Thanks in advance.



Regards

Gustavo Tejo





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RE: Problems with BMC BAO

[Carl Wilson]

Hi,

Yes, happy to see if we can help.



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Gustavo Tejo
Sent: 31 May 2019 22:29
To: arslist@arslist.org
Subject: Problems with BMC BAO



Hello everyone, I have some problems with BMC Atrium Orchestrator, is there 
someone from the group who can help me?

Thanks in advance.


Regards
Gustavo Tejo

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RE: How to consume Rest API within BMC Remedy version 9.1.04 ?

[Carl Wilson]

Hi,

I hope BMC pick this up, which is “really” something basic which is required to 
keep in parallel with SNOW and other ITSM tools (REST API as a standard 
interface …) i.e. a 2 way REST API integration (it is available via DWP 
Catalog, so porting back makes sense as this is the “future” of integrations 
i.e. lightweight, standard, universal, etc).

I understand the challenges, but REST is now an industry standard in 
interfacing and now that ARS is Java based this should be very easy to 
implement.



That said, recently having done an integration with a custom “Message Bus” 
having to call the bus with a WS call and the “BUS” talking back to Remedy via 
the REST API worked well.

Unfortunately, the customer I am working with requires a “fully supported 
solution” which is only achievable via the above method (WS and REST).



I would like to be able to implement a full REST solution (supported by BMC), 
so kudos to LJ to build something that allows a single integration technology 
to be utilised without the mixing of WS and REST.



As LJ has an inside track to BMC internals, hopefully BMC implement this very 
soon to align a full REST solution to stay on par with other vendors …..



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Walters, Mark
Sent: 19 March 2019 15:24
To: ARSList 
Subject: RE: How to consume Rest API within BMC Remedy version 9.1.04 ?



There is no BMC provided feature to consume a REST webservice but there is a 
3rd party option – see http://remedylegacy.com/tools/restful-api-plugin/



Mark



From: ARSList mailto:arslist-boun...@arslist.org> 
> On Behalf Of Dinesh Gottipati
Sent: 19 March 2019 15:10
To: ARSList mailto:arslist@arslist.org> >
Subject: [EXTERNAL] How to consume Rest API within BMC Remedy version 9.1.04 ?



  Hi Experts,



We have a requirement to consume REST API for B2B Integration.  Can you please 
assist.

I have already gone through the <https://communities.bmc.com/docs/DOC-48676>  
documentation,  but couldn't see the way to consume..



Also, from communities I understand there are no OOTB ways to consume, so any 
option that you have or other solution which can help ?



Regards,

Dinesh

BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
1927903 The content of this email is confidential. If you are not the 
addressee, you may not distribute, copy or disclose any part of it. If you 
receive this message in error, please delete this from your system and notify 
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Re: Mid tier on one, AR Server on another

[Carl Wilson]

Murphy's law ..

On Wed, 6 Mar 2019, 17:46 Jason Miller,  wrote:

> I should not have said anything. Right after I sent this, one of our Mid
> Tiers had corrupt cache and I had to stop TC and delete files. The telltale
> sign usually is that the Work Detail table on the Incident form does not
> show up. If the Work Detail panel is blank we know it is time to do the
> cache dance with that MT server.
>
> Jason
>
> On Wed, Mar 6, 2019 at 9:53 AM Dave Barber  wrote:
>
>> We have been finding different behaviours across servers; we have 5 or 6
>> forms/areas to check, and we can find that each server seems to randomly
>> miss elements - doesn't matter if we have made any changes to that form on
>> a deployment, the mid tiers just misbehave.  Random selection of
>> sync/flush/restart and after an hour or two things tend to be working.
>>
>> I'll try that method of installation on one of our pre-prod servers, does
>> sound very easy.
>>
>> On Wed, 6 Mar 2019 at 15:12, Jason Miller  wrote:
>>
>>> We too have issues with 9.1 SP2 and cache. Basically sync cache and
>>> flush cache features are not usable. Anytime our cache becomes corrupt or a
>>> major change needs to be picked up, we need to shut down the Mid Tiers and
>>> manually delete files in ./midtier and ./tomcat. Unfortunately our upgrade
>>> to (originally SP4 but now 18.08) keeps getting delayed for production.
>>>
>>> On Wed, Mar 6, 2019 at 7:52 AM Dave Barber 
>>> wrote:
>>>
 All,

 Our live AR Servers are on 9.1.02. Our mid tiers are on 9.1.03.

 There are some really weird caching issues that appear to have been
 fixed on 9.1.04 patch 002 - so I have been looking into upgrading the mid
 tier to 9.1.04 patch 002. (If anyone is interested, there are massive
 inconsistencies in the mid tier handling of changes - whenever we make a
 change, we find the mid tiers either not reflecting the change, needing
 several restarts to pick up the change, random parts of forms stop
 rendering properly - CHG:Infrastructure Change Work Info table being one
 that disappears).

 9.1.04 itself is fine, but the patching to 9.1.04 patch 002 does not
 appear to work - can't even import the 9.1.04 patch 002 deployment package
 into the deployment console, as it seems to require the 9.1.04 updates to
 the deployment console.

 Has anyone manually updated a 9.1.04 mid tier without using the
 deployment management console?

 Regards

 Dave
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RE: Smart Reporting memory issue

[Carl Wilson]

Hi,

Sounds a like candidate, I have issues in the past with memory leaks and Java 
versions with respect to garbage collection and other settings.



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Dave Shellman
Sent: 19 February 2019 18:29
To: ARS List 
Subject: Smart Reporting memory issue



Good day folks.



It seems that we had an issue with memory on Smart Reporting servers that a lot 
of folks were seeing.  It seemed that daily we were cycling TomCat on one or 
the other server.   For over two weeks we’ve noted needed to cycle the service. 
 It seems to be behaving better.  Did a little digging and it looks like Java 
was patched around the time that we no longer needed to cycle the service.



Currently running Java 8 patch 202.  Anyone else see this or am I reaching for 
a reason?



Have a great day.

Dave



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Re: Remedy <-> Jira

[Carl Wilson]

Hi Peter,
I have a customer interested in this, so have a few questions if I may:

- Can you let us know how this is licensed i.e. do you pay for the Helix
application as a separate application?
- Does it work with on premise ITSM installs to cloud, cloud only, or can
you mix and match i.e. on premise ITSM > Integration Management (Helix) >
on premise Jira?
- Are there transaction based limits i.e. X amount of transactions per
month for a set fee, then Y amount above this limit?
- Does this use a "polling" system to pick up transactions, or is it real
time transaction processing?


Cheers,
Carl

On Wed, 30 Jan 2019, 23:33 Adams, Peter,  wrote:

> Before you embark building this, using the rich set of integration options
> available with Remedy, I suggest that you check out the new out-of-the-box
> solution available for Remedy ITSM – Jira integrations:
>
> BMC Helix Multi-Cloud Service Management
> https://www.bmc.com/it-solutions/multi-cloud-service-management.html
>
>- Covers incidents, changes, problems and in upcoming release also
>workorder
>- Bi-directional integration, i.e. integration can be triggered on
>either side
>- Data driven trigger, i.e. you define the conditions which trigger
>the integration flow
>- Automated sync of status, comments, attachments
>- Mapping of multiple Jira user stories into one change request
>possible
>- Has full UI integration with Smart IT, not just data exchange
>- Very easily configurable (flow, field mappings, …) with no-code
>approach
>- Can support multiple Jira instances
>- Reporting option available
>
> Plus, you can use the same solution also for many other integration use
> cases (ticket brokering, ticket consolidation)
>
>
>
> Note: for BMC Digital Workplace Advanced, there is also an option to
> directly integrate with Jira from the request fulfillment process.
>
> You can use this to create a Jira issue automatically as a result of a
> service request submittal.
>
>
>
> Hope that helps,
>
>
>
> Peter
>
>
>
>
>
> *From: *ARSList  on behalf of BradRemedy <
> bradrem...@gmail.com>
> *Reply-To: *ARSList 
> *Date: *Wednesday, January 30, 2019 at 2:44 PM
> *To: *ARSList 
> *Subject: *Remedy <-> Jira
>
>
>
> Hello everyone
>
>
>
> How are things going ? 2019 off to a good start ?
>
>
>
> I have been tasked with establishing a full integration between JIRA and
> Remedy (MYIT / ITSM). We are currently running Remedy 9.1 , ITSM 8.1 and
> MYIT 3.4 and while we do have plans this year to upgrade all our modules to
> the latest remedy versions, I need to determine how much work / effort is
> involved in getting a complete integration between these 2 keys systems
> with the current versions that we have. We understand that we might need to
> re-work some of the integrations as we upgrade - however as long as we have
> a starting point then we are good.
>
>
>
> So my initial thought it so have the following integration and it is a bit
> high level however it is a starting point:
>
>
>
> 1. Requester logs into MYIT and logs a request for a issue that they are
> experiencing. This in turn logs a Incident which is assigned to a support
> group;
>
>
>
> 2. The support group determines that this is a BUG and can either assign a
> incident to a development  team or they can create a task in the Incident
> and assign it to the development team;
>
> (If so required, we could also get the MYIT Request to push directly to
> JIRA if no Incident is needed)
>
>
>
> 3. Remedy has workflow that is setup to push any tickets assigned to that
> development team to a JIRA storyboard;
>
>
>
> 4. When successfully created, a JIRA reference number is pushed back to
> Remedy and updated on the ticket thus a relationship between the 2 systems;
>
>
>
> 5. As the JIRA moves through the different life-cycles, the ticket status
> in Remedy is updated;
>
>
>
> 6. Any Information or notes added in JIRA are also pushed back to the
> Remedy ticket which in turn are pushed to MYIT (If Public Work info's) so
> the requester is kept updated;
>
>
>
> 7. Likewise, any work info's added in Remedy need to be pushed back to
> JIRA to keep the developer updated;
>
>
>
> 8. When the JIRA ticket is completed, we can then automatically log a
> change request in Remedy, associated it to the JIRA ticket and also
> associated the change request to the logged Incident. This will let the
> Requester know that there is a scheduled release date etc;
>
>
>
> 9. Once the bug fix code is deployed, the JIRA task is closed (Completed),
> which in turn completes all associated Remedy tickets (Incident, Tasks,
> Change Requests) with a final work info update to MYIT for the requester to
> see.
>
>
>
> How does the above sound ? Have I missed anything ?
>
> The key for us is that the 2 systems need to be very interactive with each
> other as we don't want the development team having to use 2 different
> systems to do their work. Likewise, we don't want our end users having 

RE: How To Make an AR Server an Admin Server

[Carl Wilson]

Hi,

Also further to this with the server always being a SG member, it falls in line 
with the ability to run the AR Server against a Read Only DB (where you can 
split out an AR Server for Reporting purposes) – which as LJ mentions happened 
at around SP2 (or before 9.x SP2, it required a Hotfix).

The SG tables (Rankings, etc) control what the servers do now, not the ar.cfg 
switches.

It appears for some reason (configuration somewhere, which could be a result of 
the upgrade), that the system does not think there is an Admin or does not want 
to make that server the admin.

The following Wiki section lists the SG tables which need to be checked (based 
on the Servers being always a SG member):

 

https://docs.bmc.com/docs/brid91/en/planning-bmc-remedy-smart-reporting-deployment-825209988.html

 

So, I am guessing that the SG tables and Ranking form needs to be set correctly 
for the Server to be started as the “Admin” server.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: ARSList  On Behalf Of LJ LongWing
Sent: 11 December 2018 22:33
To: arslist@arslist.org
Subject: Re: How To Make an AR Server an Admin Server

 

Yes, but as of SP3 or SP4 (I forget which) BMC decided that all servers are 
part of a server group, even if it's a group of 1, I'm not part of the team 
that does this sort of thing but I believe it simplified the process of 'who is 
doing what' if all servers do it the same way instead of some of them doing it 
one way and groups doing it differentlyso, as of the SP that implements 
it...you must be in a server group.

 

On Tue, Dec 11, 2018 at 11:18 AM Rockwood, Julie via ARSList 
mailto:arslist@arslist.org> > wrote:

It’s my understanding that he does not want it to be part of a server group

 

From: ARSList mailto:arslist-boun...@arslist.org> 
> On Behalf Of LJ LongWing
Sent: Tuesday, December 11, 2018 10:36 AM
To: ARSList mailto:arslist@arslist.org> >
Subject: RE: How To Make an AR Server an Admin Server

 

That means nothing in a server group

 

On December 11, 2018 10:22:46 AM "Rockwood, Julie via ARSList" < 
<mailto:arslist@arslist.org> arslist@arslist.org> wrote:

You might need to go into ar.cfg on your server and make sure admin operations 
aren’t disabled.  It should be set to False.

 

Disable-Admin-Ops: F

 

From: ARSList < <mailto:arslist-boun...@arslist.org> 
arslist-boun...@arslist.org> On Behalf Of Brian Pancia
Sent: Tuesday, December 11, 2018 8:34 AM
To: ARSList < <mailto:arslist@arslist.org> arslist@arslist.org>
Subject: Re: How To Make an AR Server an Admin Server

 

Did you shutdown the other servers in the group when doing the install/upgrade? 
 Not sure if that would make a difference.


  _  


From: ARSList mailto:arslist-boun...@arslist.org> 
> on behalf of Thomas Miskiewicz mailto:tmisk...@gmail.com> >
Sent: Monday, December 10, 2018 1:48:00 AM
To: ARSList
Subject: Re: How To Make an AR Server an Admin Server 

 

Thank Theo, but the DB ist restored or copy of anything. We just upgraded the 
server from 7.6 to 9.1.04 and the server is running fine but we’d like a 
complete installation. All the forms haven’t been updated and the server is 
seen as a secondary for some reason...





On 10. Dec 2018, at 07:42, Theo Fondse mailto:theo.fon...@gmail.com> > wrote:

 

Hi Thomas,

 

Is the DB a restored copy from prod or another environment?

I would also make sure to change the servergroup name (Server Name Alias) on 
the new server if the DB was a copy of another server’s DB.

 

Also have a look at the below to get more info on the places to fix server 
references:

 <https://communities.bmc.com/message/139868#139868> 
https://communities.bmc.com/message/139868#139868

 

 
<https://docs.bmc.com/docs/ars81/changing-a-server-name-when-using-a-duplicated-or-migrated-environment-225971671.html>
 
https://docs.bmc.com/docs/ars81/changing-a-server-name-when-using-a-duplicated-or-migrated-environment-225971671.html

 

 

You could also use MPS to fix server references:

 <https://www.missingpiecessoftware.com/products/remedy-restore-tool> 
https://www.missingpiecessoftware.com/products/remedy-restore-tool

 

 

Best Regards,

 

Theo Fondse

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: Sunday, 9 December, 2018 10:35 PM
To: ARSList mailto:arslist@arslist.org> >
Subject: Re: How To Make an AR Server an Admin Server

 

I did everything you said, I even now removed the 
ARSystemInstalledConfiguraiton.xml and on the last screen before the 
installation the installer already says it will perform a a secondary server 
install / upgrade.

 

Again, my question is where is the primary / secondary info stored? Why is the 
ranking config being ignored?

 

 

 

On 7. Dec 2018, at 20:01, LJ LongWing < <mailto:lj.longw...@gmail.com> 
lj.longw..

RE: How To Make an AR Server an Admin Server

[Carl Wilson]

Hi,
If it is one of the latest versions of Remedy, all Servers are Server Group 
members by default now.

--

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: ARSList  On Behalf Of Thomas Miskiewicz
Sent: 07 December 2018 15:25
To: ARSList 
Subject: How To Make an AR Server an Admin Server

Hi Listers,

installed a server that wasn’t in a server group. The server is now suddenly a 
server group member and a non-admin server on top of that.

I tried to change IS_SECONDARY to false und set the Server-Group-Memeber to 
false but it doesn’t help.

How is that information stored? Support came up with the genius idea to fall 
back and start from scratch.



Thomas
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RE: BMC Remedy on Windows server 2012 vs 2016

[Carl Wilson]

Hi,

Other than OS based support and fixes, Remedy would not see a difference as far 
as I know.

It is more about the upkeep of the OS with patches, etc than it is about Remedy.



2012 it tried and tested, however it is now 8 years old so support may be 
limited in the near future.

--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Dinesh Kumar
Sent: 06 December 2018 11:10
To: ARSList 
Subject: Re: BMC Remedy on Windows server 2012 vs 2016



Hi Carl,



Another benefits to Remedy with regards to OS ?



Thanks,

Dinesh Kumar.



On Wed, Dec 5, 2018 at 11:05 PM Carl Wilson mailto:carlbwil...@gmail.com> > wrote:

Hi,

Always better to go with the latest versions, you get better support and don’t 
have to worry about when support will end for 2012.



--



Kind Regards,



Carl Wilson





From: ARSList mailto:arslist-boun...@arslist.org> 
> On Behalf Of Dinesh Kumar
Sent: 05 December 2018 16:26
To: ARSList mailto:arslist@arslist.org> >
Subject: BMC Remedy on Windows server 2012 vs 2016



Hi All,



Can someone help me in understanding the difference of installing BMC Remedy 
18.11 in windows server 2012 and 2016, Both OS is compatible with the new 
version of remedy. I want to suggest my team to go which windows OS.

--

Regards,

Dinesh Kumar.




 
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Dinesh Kumar.



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RE: BMC Remedy on Windows server 2012 vs 2016

[Carl Wilson]

Hi,

Always better to go with the latest versions, you get better support and don’t 
have to worry about when support will end for 2012.



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Dinesh Kumar
Sent: 05 December 2018 16:26
To: ARSList 
Subject: BMC Remedy on Windows server 2012 vs 2016



Hi All,



Can someone help me in understanding the difference of installing BMC Remedy 
18.11 in windows server 2012 and 2016, Both OS is compatible with the new 
version of remedy. I want to suggest my team to go which windows OS.

--

Regards,

Dinesh Kumar.



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RE: Run ACTL when Table Field Editable Checkbox value has been Changed...

[Carl Wilson]

Hi Misi,

As put on communities, are you wanting to do something similar to when you 
click the approve button in the table on the Approval Central?



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Misi Mladoniczky
Sent: 30 November 2018 12:37
To: arslist@arslist.org
Subject: Run ACTL when Table Field Editable Checkbox value has been Changed...



Hi,

I have a Table field with an Editable Checkbox.

I want a similar functionality like a normal Checkbox field where I run an ACTL 
on Return, but this is not possible in a Column Checkbox Field...

The user can Check/Uncheck one ore more of the Checkboxes in the table, and 
then I can have the user click a button saying "Save". Then it is easy to loop 
the table and do something. But...

I have a requirement to do something immediately when the user Checks or 
Unchecks an individual Checkbox.

Any ideas, or am I missing something fundamental/simple??? Hoping to avoid 
Javascript...

Best Regards - Misi, RRR AB, http://rrr.se

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
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RE: BMC Remedy Decommissioning Process

[Carl Wilson]

Hi,

I believe Peter Adams hit the nail on the head here, you need to check with 
your BMC representative as Peter mentions not all pricing plans allow Read only 
access.

I came across this same dilemma for a new client this year where the EULA 
changed where Read only licencing was not permitted.

--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Theo Fondse
Sent: 27 November 2018 21:17
To: 'ARSList' 
Subject: RE: BMC Remedy Decommissioning Process



At minimum, you can back up the Remedy database and scrap the entire system 
after verifying the last backup.

You can always access the data directly from the restored DB if needs be.



There should not be any issue if you retain the system as-is and make it 
“read-only” in whatever way you choose.





Best Regards,



Theo Fondse



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Dave Shellman
Sent: Monday, 26 November, 2018 02:35 PM
To: ARSList 
Subject: Re: BMC Remedy Decommissioning Process



Good day Sriram



You should be able to access the data using read licenses.  Especially since no 
changes will be made.



Dave



On Mon, Nov 26, 2018 at 5:50 AM sriram pm mailto:ramjavas...@gmail.com> > wrote:

Hi Misi,



We have already moved to a different ITSM Tool.  The licensing completes by Dec 
2018 and we have already stopped using the tool. We want only the read-only 
archival data as per the company data retention policy.  We would remove all 
the paid licenses and hold only the demo license for retrieving the archived 
data. I remember when I worked for other companies they used to have the Remedy 
Server running in a read only mode with the demo license in place for pulling 
archived data.

Just wanted to confirm/understand whether this policy with BMC is still valid 
or not.



Regards,

Sriram.





On Mon, Nov 26, 2018 at 2:30 PM Misi Mladoniczky mailto:m...@rrr.se> > wrote:

Hi,

I thought that you might even continue to use the licenses you have on your 
server and just stop paying support. You will then not be able to get upgrades, 
support or new license keys if you need to reinstall.

Another solution is to dump out the data to ARX-files and convert these to 
HTML-pages where you can then review data there if you need to.

I have created a set of free tools to accomplish exactly this task:
- RRR|Chive to dump data to ARX-files: https://rrr.se/cgi/index?pg=chive
- RRR|ArxToHtml to convert the ARX-files and Form Definitions to crude 
HTML-pages that you store on a file share: 
https://rrr.se/cgi/tools/main?tool=rrrArxToHTML

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




November 26, 2018 8:33 AM, "sriram pm" mailto:%22sriram%20pm%22%20%3cramjavas...@gmail.com%3E> > wrote:

Hi Experts,

Query regarding BMC Remedy Decommissioning. As part of the data retention 
policy we need to retain the data. In my previous organizations they used to 
remove the all the paid licenses from remedy and server will run with the 
standard demo licenses. This demo login would be used to pull data from remedy 
based on requirements from the users.

Just wanted to confirm whether this decommissioning process is still 
applicable. If not please let me know the current process.

Thank you,

Sriram.

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Re: Table field refresh in Remedy 18.05

[Carl Wilson]

Hi Misi,
Sometimes the Studio crashes and seems to corrupt the stored cache which
then stops a number of things working.
Creating a new workspace, or purging the old will rebuild the stored
objects.

Cheers.

On Tue, 9 Oct 2018, 23:25 Misi Mladoniczky,  wrote:

> Hi Carl!
>
> That seems to do the trick :-)
>
> Any idea why or when this can happen?
>
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
> Find these products, and many free tools and utilities, at http://rrr.se
>
>
>
>
> October 9, 2018 10:44 PM, "Carl Wilson"  <%22carl%20wilson%22%20%3ccarlbwil...@gmail.com%3E>> wrote:
>
> Hi,
> Try creating a new workspace in the Dev Studio and recreating you AL.
> Cheers
> On Tue, 9 Oct 2018, 21:38 Misi Mladoniczky,  wrote:
>
> Hi,
>
> I am on 18.05, Oracle, Linux.
>
> I am trying to do a simple table-refresh from an Active Link, but in Dev
> Studio I can not even pick the Table-field for the Change Field action.
>
> If I load an old Active Link the table field shows, but it is underlined
> with red and the action does not seem to trigger in Mid-Tier...
>
>
>
> So how are you supposed to do this? Am I doing some obvious mistake?
>
> When running Mid-Tier Active Link logging it looks like this, but the
> refresh does not happen:
>
>
> When choosing a column instead it looks like this in the Mid-Tier Active
> Link logging, or in other words nothing happens:
>
>
> Any suggestions?
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
> Find these products, and many free tools and utilities, at http://rrr.se
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: Table field refresh in Remedy 18.05

[Carl Wilson]

Hi,
Try creating a new workspace in the Dev Studio and recreating you AL.

Cheers

On Tue, 9 Oct 2018, 21:38 Misi Mladoniczky,  wrote:

> Hi,
>
> I am on 18.05, Oracle, Linux.
>
> I am trying to do a simple table-refresh from an Active Link, but in Dev
> Studio I can not even pick the Table-field for the Change Field action.
>
> If I load an old Active Link the table field shows, but it is underlined
> with red and the action does not seem to trigger in Mid-Tier...
>
>
>
> So how are you supposed to do this? Am I doing some obvious mistake?
>
> When running Mid-Tier Active Link logging it looks like this, but the
> refresh does not happen:
>
>
> When choosing a column instead it looks like this in the Mid-Tier Active
> Link logging, or in other words nothing happens:
>
>
> Any suggestions?
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
> Find these products, and many free tools and utilities, at http://rrr.se
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: Monitor REST API Jetty connections

[Carl Wilson]

Hi,
Might also be worth sending Justin Bakker a PM on the Communities as I know
he does a lot on the Web container side of things.

Cheers
Carl

On Fri, 31 Aug 2018, 12:39 Carl Wilson,  wrote:

> Hi,
> JMX works with Jetty, so you can use JConsole to monitor.
> Not sure with the BMC version how easy this is to enable, but it is an add
> in module to normal Jetty so I would think it is possible to enable with
> the BMC implementation.
>
> Cheers
> Carl
>
> On Thu, 30 Aug 2018, 19:37 Fred Grooms via ARSList, 
> wrote:
>
>> I asked this in the Communities (
>> https://communities.bmc.com/thread/182501) , but have not received an
>> response so I figured I would ask here as well.
>>
>> Does anyone know how to monitor the connection pool (and possibly other
>> statistics) in the embedded REST API Jetty server?
>>
>> Fred
>>
>>
>>
>> --
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>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
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Re: Monitor REST API Jetty connections

[Carl Wilson]

Hi,
JMX works with Jetty, so you can use JConsole to monitor.
Not sure with the BMC version how easy this is to enable, but it is an add
in module to normal Jetty so I would think it is possible to enable with
the BMC implementation.

Cheers
Carl

On Thu, 30 Aug 2018, 19:37 Fred Grooms via ARSList, 
wrote:

> I asked this in the Communities (https://communities.bmc.com/thread/182501)
> , but have not received an response so I figured I would ask here as well.
>
> Does anyone know how to monitor the connection pool (and possibly other
> statistics) in the embedded REST API Jetty server?
>
> Fred
>
>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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RE: URL to open a specific Knowledge Article

[Carl Wilson]

Hi,

Have you tried opening the article, then selecting the "Email" option which 
produces the direct link to the Article?



Example:



https:///arsys/forms//arsys/forms//RKM%3AKnowledgeArticleManager/Display+View/?eid=KBA0802



--



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Peter Rodriguez
Sent: 20 August 2018 14:32
To: ARSList 
Subject: Re: URL to open a specific Knowledge Article



Hi Tauf,



Thank you for responding.  Yes, the Visibility group permissions are set to 
Public,Visible and the App Permissions are set to Knowledge User.



On Mon, Aug 20, 2018 at 9:27 AM, Tauf Chowdhury mailto:taufc...@gmail.com> > wrote:

Have you checked visibility group permissions and app permissions?

Sent from my iPhone


On Aug 20, 2018, at 9:23 AM, Peter Rodriguez mailto:prodrig...@kmbs.konicaminolta.us> > wrote:

Good day to you all,



I am trying to use a URL to open a specific Knowledge Base Article record but 
keep getting kicked back to the Search Window rather than the record.  Any help 
or direction is greatly appreciated.  Here is what I have tried so far:



https:// 
<https://%3cMidtier%3e/arsys/forms/%3cserver%3e/RKM:KnowledgeArticleManager/Display+View/?qual='302300507'=%22KBA01201078%22AND'302300500'=%22Published>
 
/arsys/forms//RKM:KnowledgeArticleManager/Display+View/?qual='302300507'="KBA01201078"AND'302300500'="Published"



https:// <https://%3cMidtier%3e/arsys/forms/%3cserver> 
/arsys/forms/ 
/RKM%3AKnowledgeArticleManager/Display+View/?qual=%27302300507%27%3D%22KBA01201078%22AND%27302300500%27%3D%22Published%22



https://arsys/forms//RKM:KnowledgeArticleManager/Display+View/?mode=Search/?qual='302300507'="KBA01201078"AND'302300500'="Published"



https:// 
<https://%3cMidtier%3e/arsys/forms/%3cserver%3e/RKM:KnowledgeArticleManager/Display+View/?mode=Search/?qual=%27302300507%27%3D%22KBA01201078%22AND%27302300500%27%3D%22Published%22>
 
/arsys/forms//RKM:KnowledgeArticleManager/Display+View/?mode=Search/?qual=%27302300507%27%3D%22KBA01201078%22AND%27302300500%27%3D%22Published%22



Thanks in advance





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Regards,



  <http://kmbs.konicaminolta.us/signature/blue-line.png>


  <http://kmbs.konicaminolta.us/signature/KMBSLogo75pc.png>


Peter J. Rodriguez


System Programmer II


Konica Minolta Business Solutions U.S.A., Inc.


101 Williams Drive Ramsey, NJ 07446


Office:   201-236-4234


Visit us:  <http://www.countonkonicaminolta.com/> Count on Konica Minolta


 <http://www.facebook.com/konicaminoltaus>  
<http://www.twitter.com/konicaminoltaus>  
<https://plus.google.com/u/0/101069343240482341568/about>  
<http://www.linkedin.com/companies/4830>  
<http://www.youtube.com/user/konicaminoltaus>  
<http://www.pinterest.com/konicaminoltaus>


 <http://kmbs.konicaminolta.us/signature/KMBSUS-Disclaimer%20.png> Disclaimer


  <http://kmbs.konicaminolta.us/signature/blue-line.png>





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RE: Sending answers to request via SB API

[Carl Wilson]

Hi,

Try the following:



"questionnaireId":[123],



Or



"questionnaireId":["123"],



The error is saying it is expecting an ArrayList which is represented by "[]".



------



Kind Regards,



Carl Wilson





From: ARSList  On Behalf Of Maheshwari Lakshmanan
Sent: 16 August 2018 20:54
To: arslist@arslist.org
Subject: Sending answers to request via SB API



Hi,



We are on DWPA 1802 and I'm trying to created a request via Service Broker REST 
API using POSTMAN.

I got a request ID back and it appears that I'm supposed to send the answers 
now before the request can be "submitted". So I used the endpoint 
"services/{serviceId}/questionnaire/answers" and filled up questionIds and 
answers based on a previous GET response. But this results in this error:



Can not deserialize instance of java.util.ArrayList out of VALUE_STRING token 
at [Source: 
org.glassfish.jersey.message.internal.ReaderInterceptorExecutor$UnCloseableInputStream@6f58d5eb
 
<mailto:org.glassfish.jersey.message.internal.ReaderInterceptorExecutor$UnCloseableInputStream@6f58d5eb>
 ; line: 3, column: 11] (through reference chain: 
com.bmc.myservice.conditionalquestions.service.QuestionAnswer["answers"])



This is the format I'm posting:

{"questionnaireId":"123",

"questionId":"6ddb9b15-ac0a-4ea9-6bde-f06501bc83cb",

"answers":"PreconfigAns1",

"questionId":"ff1063b0-d2da-6e44-a682-5f6bcad2c8e2",

"answers":"PreconfigAns2",

"questionId":"7998d1bd-2cf5-ccf0-8de5-476987c83b13",

"answers":"blah",

"serviceRequestId":"2156"}



Could you please suggest how to resolve this?

The first 2 questions are dependent dropdowns if that's relevant.



Regards,

Maheshwari L







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RE: BMC Remedy Helix - is it really a thing?

[Carl Wilson]

Hi,

Business Workflows is the SAAS replacement for Case Management.  It is not 
built on Innovation Suite, although you may hear otherwise.



--



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Aykut Koray 
Kusat
Sent: 23 July 2018 07:53
To: ARSList 
Subject: RE: BMC Remedy Helix - is it really a thing?



Hi all,



Btw,  anybody knows what is the difference between Business Workflows and 
Innovation Suite? Afaik, Innovation Suite is the Service Broker solution of 
BMC. But thats it, im totally ignorant on these solutions.



Cheers



From: ARSList mailto:arslist-boun...@arslist.org> 
> On Behalf Of Tauf Chowdhury
Sent: Friday, July 13, 2018 6:04 PM
To: ARSList mailto:arslist@arslist.org> >
Subject: Re: BMC Remedy Helix - is it really a thing?



Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms 

Sent from my iPhone


On Jul 13, 2018, at 10:58 AM, Carl Wilson mailto:carlbwil...@gmail.com> > wrote:

Yep,

Renamed a while back to DWP Basic and DWP Advanced.



Cheers

On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, mailto:arslist@arslist.org> > wrote:


Yes. It is containerized in Docker. Whatever that means. And it is supposed to 
be available on AWS now with Azure and others in the future.



Ok. How about a few install instructions. Screenshots? Documentation? Anything 
at all on their website that’s not from the marketing department.



Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP (Digital 
Work Place).





Sent from my iPhone


On Jul 13, 2018, at 10:45, Tauf Chowdhury mailto:taufc...@gmail.com> > wrote:

>From some of the demos I’ve seen, the front end is basically SmartIt and myit. 
>I think the big changes are with the way it’s deployed and DB options. I work 
>at AWS now and I believe Helix can be installed against Aurora DB, and can 
>also be containerized. Not sure if that’s kubernetes or docker or what.

Sent from my iPhone


On Jul 13, 2018, at 10:40 AM, Jason Miller mailto:jason.mil...@gmail.com> > wrote:

Have you seen this post?   
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers



"BMC Helix is our common brand for the suite of SaaS offerings centered around  
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fremedy-itsm.html>
 Remedy,  
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fbusiness-workflows.html>
 Business Workflows,  
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fdigital-workplace.html>
 Digital Workplace,  
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fdiscovery-dependency-mapping.html>
 Discovery,  
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Fclient-management.html>
 Client Management and  
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.bmc.com%2Fit-solutions%2Finnovation-suite.html>
 Innovation Suite."



Jason



On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList mailto:arslist@arslist.org> > wrote:

I am supposed to be looking into this Helix on AWS thing. However, other than a 
bunch of marketing stuff and youtube commercials, I can’t find hide nor hair of 
it.

Does anyone know anything about it? Any documentation at all? Its does not 
appear in the BMC Support site drop downs, there is really nothing on 
communities (links back to the marketing page), and when you click on the 
“Contact BMC Sales” button on the marketing site, the Product Interest menu 
drop down doesn’t list it either.

It was supposed to have been released in… May? It is now July and I can’t find 
it.

Anyone else see it in the wild?
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Re: BMC Remedy Helix - is it really a thing?

[Carl Wilson]

Yep,
Renamed a while back to DWP Basic and DWP Advanced.

Cheers

On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, 
wrote:

>
> Yes. It is containerized in Docker. Whatever that means. And it is
> supposed to be available on AWS now with Azure and others in the future.
>
> Ok. How about a few install instructions. Screenshots? Documentation?
> Anything at all on their website that’s not from the marketing department.
>
> Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP
> (Digital Work Place).
>
>
> Sent from my iPhone
>
> On Jul 13, 2018, at 10:45, Tauf Chowdhury  wrote:
>
> From some of the demos I’ve seen, the front end is basically SmartIt and
> myit. I think the big changes are with the way it’s deployed and DB
> options. I work at AWS now and I believe Helix can be installed against
> Aurora DB, and can also be containerized. Not sure if that’s kubernetes or
> docker or what.
>
> Sent from my iPhone
>
> On Jul 13, 2018, at 10:40 AM, Jason Miller  wrote:
>
> Have you seen this post?
> https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers
>
> "BMC Helix is our common brand for the suite of SaaS offerings centered
> around *Remedy*
> 
> , *Business Workflows*
> 
> , *Digital Workplace*
> 
> , *Discovery*
> 
> , *Client Management*
> 
>  and *Innovation Suite*
> 
> ."
>
> Jason
>
> On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList <
> arslist@arslist.org> wrote:
>
>> I am supposed to be looking into this Helix on AWS thing. However, other
>> than a bunch of marketing stuff and youtube commercials, I can’t find hide
>> nor hair of it.
>>
>> Does anyone know anything about it? Any documentation at all? Its does
>> not appear in the BMC Support site drop downs, there is really nothing on
>> communities (links back to the marketing page), and when you click on the
>> “Contact BMC Sales” button on the marketing site, the Product Interest menu
>> drop down doesn’t list it either.
>>
>> It was supposed to have been released in… May? It is now July and I can’t
>> find it.
>>
>> Anyone else see it in the wild?
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Re: BMC Remedy Helix - is it really a thing?

[Carl Wilson]

Hi Tauf,
I believe it is the docker. They also use postgres for the Business
Workflows solutions.

Cheers

On Fri, 13 Jul 2018, 15:48 Tauf Chowdhury,  wrote:

> From some of the demos I’ve seen, the front end is basically SmartIt and
> myit. I think the big changes are with the way it’s deployed and DB
> options. I work at AWS now and I believe Helix can be installed against
> Aurora DB, and can also be containerized. Not sure if that’s kubernetes or
> docker or what.
>
> Sent from my iPhone
>
> On Jul 13, 2018, at 10:40 AM, Jason Miller  wrote:
>
> Have you seen this post?
> https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers
>
> "BMC Helix is our common brand for the suite of SaaS offerings centered
> around *Remedy*
> 
> , *Business Workflows*
> 
> , *Digital Workplace*
> 
> , *Discovery*
> 
> , *Client Management*
> 
>  and *Innovation Suite*
> 
> ."
>
> Jason
>
> On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList <
> arslist@arslist.org> wrote:
>
>> I am supposed to be looking into this Helix on AWS thing. However, other
>> than a bunch of marketing stuff and youtube commercials, I can’t find hide
>> nor hair of it.
>>
>> Does anyone know anything about it? Any documentation at all? Its does
>> not appear in the BMC Support site drop downs, there is really nothing on
>> communities (links back to the marketing page), and when you click on the
>> “Contact BMC Sales” button on the marketing site, the Product Interest menu
>> drop down doesn’t list it either.
>>
>> It was supposed to have been released in… May? It is now July and I can’t
>> find it.
>>
>> Anyone else see it in the wild?
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>
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RE: BMC Remedy Web Service Limitations

[Carl Wilson]

Hi,

Correct Tauf, if going via the interface forms.

The WS do restrict to one attachment dependent on ITSM version …  but normally 
3 max on initial create, then 3 x WI after the request is created.

BMC changed the functionality across the versions, so need to check what 
version does what :)



--



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Tauf Chowdhury
Sent: 05 June 2018 16:43
To: ARSList 
Subject: Re: BMC Remedy Web Service Limitations



I thought the way it worked is that on Create, you could only push one worklog 
entry with 3 attachments.

Then you’d have to GET the created incident and push the worklogs separately.

Not sure though. It’s been a while for me.

Sent from my iPhone


On Jun 5, 2018, at 11:37 AM, Thomas Miskiewicz mailto:tmisk...@gmail.com> > wrote:

Hello there,



in the ITSM Suite an Incident can have 0-n WorkLogs and a WorkLogs can have 0-5 
attachments.



I’m trying to transfer that structure though a Web Service but looks like 
Remedy is ignoring everything that does deeper than WorkLog:







Request:



http://www.w3.org/2003/05/soap-envelope;>



ARAdmin



Test 001

Only a Test













What other options do we have to deliver the Incident - WorkLogs - Attachments 
combination?





Thomas









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RE: [RSSO] Problem with some bypass URLs

[Carl Wilson]

Hi Thomas,

If you navigate to the RSSO admin console, then to the "Realm > Authentication" 
and then ensure that you have the checkbox "Enable AR authentication for 
bypass" checked and then click on the tab "AR" - this will show you the bypass 
URL:



e.g. "Here is the bypass url format: 
http://{server.domain.com}:8090/rsso/start?bypass-auth=true=*="



The bypass URL is a combination of the RSSO URL/Port plus then the URL/Port of 
the Mid Tier (all FQDN).



Example:





http://{domain.com}:8090/rsso/start?bypass-auth=true=*=http://{domain.com}:8080/arsys



Obliviously if you have RSSO on a separate server and you have changed the 
default port from "8090", then you need to adjust accordingly.



There is a "hidden trick" with RSSO where if you navigate to the normal MT URL 
login page then you can do the following:



*   Navigate to the default MT login page (e.g. 
http://{domain.com}:8080/arsys/shared/login.jsp)
*   Enter your login details
*   The browser throws an error
*   Navigate again to the default MT login page (e.g. 
http://{domain.com}:8080/arsys/shared/login.jsp)
*   Enter your login details
*   Login is successful



HTH's



Cheers

------



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: 08 March 2018 22:43
To: ARSList <arslist@arslist.org>
Subject: Re: [RSSO] Problem with some bypass URLs



Hi Carl,



cannyou give me a clue regarsing a córeczka bypass?



RSSO on port 8090? Where do you have that from? Why does it matter? I would 
appreciate if you could elaborate is that BMC documentation is still on open 
source level.



Thank you

Thomas


On 8. Mar 2018, at 22:59, Carl Wilson <carlbwil...@gmail.com 
<mailto:carlbwil...@gmail.com> > wrote:

Hi,

Seems like the first part of your RSSO bypass is not correct.

Usually RSSO is on port 8090, your URL shows 8080 for both RSSO and MT.



Cheers

Carl

On Thu, 8 Mar 2018, 21:56 Misi Mladoniczky, <m...@rrr.se <mailto:m...@rrr.se> > 
wrote:

Hi Thomas,

You should URL Encode the data part of your urls.

For example
http://our_domain:8080/arsys/forms/ourars/AR System Midtier Object List
http%3A%2F%2Four_domain%3A8080%2Farsys%2Fforms%2Fourars%2FAR%20System%20Midtier%20Object%20List

So the complete string would read:
http:// 
<http://our_domain:8080/rsso/start?bypass-auth=true=*=http://our_domain:8080/arsys/forms/ourars/AR+System+Midtier+Object+List/Default+Admin+View/>
 our_domain 
<http://s999espmt001d.in.bundesbank.de:8080/rsso/start?bypass-auth=true=*=http://s999espmt001d.in.bundesbank.de:8080/arsys/forms/arse7/>
 
:8080/rsso/start?bypass-auth=true=*=http%3A%2F%2Four_domain%3A8080%2Farsys%2Fforms%2Fourars%2FAR%20System%20Midtier%20Object%20List

I used this site to do it now: https://meyerweb.com/eric/tools/dencoder/

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se






March 8, 2018 8:25 PM, "Thomas Miskiewicz" <tmisk...@gmail.com 
<mailto:%22thomas%20miskiewicz%22%20%3ctmisk...@gmail.com%3E> > wrote:

Hi Listers,

URLs like:

http://our_domain:8080/rsso/start?bypass-auth=true 
<http://our_domain:8080/rsso/start?bypass-auth=true=*=http://our_domain:8080/arsys/forms/ourars/>
 =*=http://our_domain 
<http://s999espmt001d.in.bundesbank.de:8080/rsso/start?bypass-auth=true=*=http://s999espmt001d.in.bundesbank.de:8080/arsys/forms/arse7/>
 :8080/arsys/forms/ourars/
http://our_domain:8080/rsso/start?bypass-auth=true 
<http://our_domain:8080/rsso/start?bypass-auth=true=*=http:/our_domain:8080/arsys/forms/ourars/User>
 =*=http:/our_domain:8080/arsys/forms/ourars/User


http:// 
<http://our_domain:8080/rsso/start?bypass-auth=true=*=http://our_domain:8080/arsys/forms/ourars/AR+System+Midtier+Object+List/Default+Admin+View/>
 our_domain 
<http://s999espmt001d.in.bundesbank.de:8080/rsso/start?bypass-auth=true=*=http://s999espmt001d.in.bundesbank.de:8080/arsys/forms/arse7/>
 :8080/rsso/start?bypass-auth=true=*=http://our_domain 
<http://s999espmt001d.in.bundesbank.de:8080/rsso/start?bypass-auth=true=*=http://s999espmt001d.in.bundesbank.de:8080/arsys/forms/arse7/>
 :8080/arsys/forms/ourars/AR+System+Midtier+Object+List/Default+Admin+View/
http://our_domain:8080/rsso/start?bypass-auth=true 
<http://our_domain:8080/rsso/start?bypass-auth=true=*=http://our_domain:8080/arsys/forms/ourars/ABC:ControlCenter/Default+Administrator+View/>
 
=*=http://our_domain:8080/arsys/forms/ourars/ABC%3AControlCenter/Default+Administrator+View/

g

Re: [RSSO] Problem with some bypass URLs

[Carl Wilson]

Hi,
Seems like the first part of your RSSO bypass is not correct.
Usually RSSO is on port 8090, your URL shows 8080 for both RSSO and MT.

Cheers
Carl

On Thu, 8 Mar 2018, 21:56 Misi Mladoniczky,  wrote:

> Hi Thomas,
>
> You should URL Encode the data part of your urls.
>
> For example
> http://our_domain:8080/arsys/forms/ourars/AR System Midtier Object List
>
> http%3A%2F%2Four_domain%3A8080%2Farsys%2Fforms%2Fourars%2FAR%20System%20Midtier%20Object%20List
>
> So the complete string would read:
> http://
> 
> our_domain
> 
> :8080/rsso/start?bypass-auth=true=*=
> http%3A%2F%2Four_domain%3A8080%2Farsys%2Fforms%2Fourars%2FAR%20System%20Midtier%20Object%20List
>
> I used this site to do it now: https://meyerweb.com/eric/tools/dencoder/
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
> Find these products, and many free tools and utilities, at http://rrr.se
>
>
>
>
>
> March 8, 2018 8:25 PM, "Thomas Miskiewicz"  <%22thomas%20miskiewicz%22%20%3ctmisk...@gmail.com%3E>> wrote:
>
> Hi Listers,
> URLs like:
> http://our_domain:8080/rsso/start?bypass-auth=true=*=http://
> 
> our_domain
> 
> :8080/arsys/forms/ourars/
>
> http://our_domain:8080/rsso/start?bypass-auth=true=*=http:/our_domain:8080/arsys/forms/ourars/User
>
> http://
> 
> our_domain
> 
> :8080/rsso/start?bypass-auth=true=*=http://our_domain
> 
> :8080/arsys/forms/ourars/AR+System+Midtier+Object+List/Default+Admin+View/
>
> http://our_domain:8080/rsso/start?bypass-auth=true=*=http://our_domain:8080/arsys/forms/ourars/ABC%3AControlCenter/Default+Administrator+View/
> 
> give us HTTP 404.
> It seems that the Tomcat / RSSO doesn’t like the blanks or colons in the
> goto part. Any idea how to fix this?
> Thanks
> Thomas
>
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> https://mailman.rrr.se/cgi/listinfo/arslist
>
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RE: Adding WorkLog on SRM Submit.

[Carl Wilson]

Hi,

A couple of suggestions:

 

*   You can map the values into a Service Request field e.g. SR Type
Field 1, and then once the Application ID is returned to the Service Request
create the WI via custom workflow.
*   On creation of the Incident request, have workflow on the interface
create form that copies over the notes field into the WI fields to create
the WI on submission.

 

Option 2 would be what I would suggest, it would only require a single
Filter added to the Interface_Create form to perform this action and set the
required WI fields on this form.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M
Candelaria
Sent: 23 January 2018 14:56
To: ARSList <arslist@arslist.org>
Subject: Adding WorkLog on SRM Submit.

 

Hello Listers,

 

I am wondering if anyone can point me in the right direction, I have an SRD
that creates an incident and I have the user inputs showing up in Summary of
the Incident it creates an the notes field. 

 

I would like to have that same information instead show up as a worklog, I
know at creation it cannot do that but was wondering if anyone has any
insight on how I can achieve that. 

 

Thanks



 



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Re: Off Topic - HP Support Request

[Carl Wilson]

:)

On Mon, 22 Jan 2018, 23:12 Stan Feinstein, <st...@projectremedies.com>
wrote:

> Since we are off-topic, the best story I know of this kind was from my
> friend, Bob Lee, may he rest in peace.  He was having problems with his
> Mercury and on the way to work, heard on the radio that Henry Ford II was
> on his honeymoon at a hotel in Monaco and they named the hotel.  Bob
> decided to call him and ask for his help.  He called the hotel, and got
> connected to Mr. Ford’s party.  The person answering the phone asked who
> this was, and Bob said “Lee” which is the way he always answered that
> question.  They must have thought it was Lee Iacocca and put him through.
> Absolutely incredible but that was Bob.  Mr. Ford had him call a VP in
> Detroit who had him call someone locally.  Anyway, to make a long story
> shorter, he got a new engine for nothing 2 days later.
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 2:29 PM
> *To:* ARSList <arslist@arslist.org>
> *Subject:* Re: Off Topic - HP Support Request
>
>
>
> Hi Stan,
> Do you have a contact for the HP President, I seem to have exhausted all
> contacts I have including the executive escalations teams.
>
> Kind Regards,
> Carl
>
>
>
> On Mon, 22 Jan 2018, 22:25 Stan Feinstein, <st...@projectremedies.com>
> wrote:
>
> Hi Carl,
>
>
>
> Write to the President of HP about this matter.  He/she probably has their
> own help desk that takes care of complaints like yours.  That’s been my
> experience.  My rule has become: talk with the service desk twice, and then
> go to the President’s office.  I won’t bore you with the details, but it
> worked twice, once with Bank of America and once with Southwest Airlines.
> The Presidents of both companies had their own service desks which answered
> to them.
>
>
>
> Stan
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 1:53 PM
> *To:* 'ARSList' <arslist@arslist.org>
> *Subject:* Off Topic - HP Support Request
>
>
>
> Howdy,
>
> A little of topic, but none the less IT related.
>
> I would be appreciative if people could share/comment on the below to gain
> some traction to get to a satisfactory resolution:
>
>
>
> https://www.linkedin.com/pulse/hp-support-carl-wilson
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.linkedin.com%2Fpulse%2Fhp-support-carl-wilson>
>
>
>
> I purchased a couple of HP Spectre x360 2 in one laptops/tablets on my
> last BMC Engage trip in Las Vegas, only to have one of the screens crack on
> one of the units.
>
> Up until present, I have not been able to have this fixed although
> agreeing to pay to have this repaired and having the unit returned twice
> unrepaired.
>
>
>
> Seems like in the UK/EU, you cannot get a "US" based machine fixed as they
> cannot "obtain" the part from their US operations.
>
>
>
> I even supplied the required part (broken "screen", purchased at my own
> cost from the US - screen only) to the repair centre, but as this was not a
> "all in one" unit consisting of the backing plate (metal covering) + screen
> i.e. , they would not repair the unit as they could not simply just "bolt
> it in"!
>
>
>
> Cheers.
>
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
>
>
>
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
> Virus-free. www.avast.com
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
>
>
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> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: Off Topic - HP Support Request

[Carl Wilson]

Sorry, auto correct.
Thank you so much for the information.

Kind Regards,
Carl

On Mon, 22 Jan 2018, 23:12 Stan Feinstein, <st...@projectremedies.com>
wrote:

> Since we are off-topic, the best story I know of this kind was from my
> friend, Bob Lee, may he rest in peace.  He was having problems with his
> Mercury and on the way to work, heard on the radio that Henry Ford II was
> on his honeymoon at a hotel in Monaco and they named the hotel.  Bob
> decided to call him and ask for his help.  He called the hotel, and got
> connected to Mr. Ford’s party.  The person answering the phone asked who
> this was, and Bob said “Lee” which is the way he always answered that
> question.  They must have thought it was Lee Iacocca and put him through.
> Absolutely incredible but that was Bob.  Mr. Ford had him call a VP in
> Detroit who had him call someone locally.  Anyway, to make a long story
> shorter, he got a new engine for nothing 2 days later.
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 2:29 PM
> *To:* ARSList <arslist@arslist.org>
> *Subject:* Re: Off Topic - HP Support Request
>
>
>
> Hi Stan,
> Do you have a contact for the HP President, I seem to have exhausted all
> contacts I have including the executive escalations teams.
>
> Kind Regards,
> Carl
>
>
>
> On Mon, 22 Jan 2018, 22:25 Stan Feinstein, <st...@projectremedies.com>
> wrote:
>
> Hi Carl,
>
>
>
> Write to the President of HP about this matter.  He/she probably has their
> own help desk that takes care of complaints like yours.  That’s been my
> experience.  My rule has become: talk with the service desk twice, and then
> go to the President’s office.  I won’t bore you with the details, but it
> worked twice, once with Bank of America and once with Southwest Airlines.
> The Presidents of both companies had their own service desks which answered
> to them.
>
>
>
> Stan
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 1:53 PM
> *To:* 'ARSList' <arslist@arslist.org>
> *Subject:* Off Topic - HP Support Request
>
>
>
> Howdy,
>
> A little of topic, but none the less IT related.
>
> I would be appreciative if people could share/comment on the below to gain
> some traction to get to a satisfactory resolution:
>
>
>
> https://www.linkedin.com/pulse/hp-support-carl-wilson
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.linkedin.com%2Fpulse%2Fhp-support-carl-wilson>
>
>
>
> I purchased a couple of HP Spectre x360 2 in one laptops/tablets on my
> last BMC Engage trip in Las Vegas, only to have one of the screens crack on
> one of the units.
>
> Up until present, I have not been able to have this fixed although
> agreeing to pay to have this repaired and having the unit returned twice
> unrepaired.
>
>
>
> Seems like in the UK/EU, you cannot get a "US" based machine fixed as they
> cannot "obtain" the part from their US operations.
>
>
>
> I even supplied the required part (broken "screen", purchased at my own
> cost from the US - screen only) to the repair centre, but as this was not a
> "all in one" unit consisting of the backing plate (metal covering) + screen
> i.e. , they would not repair the unit as they could not simply just "bolt
> it in"!
>
>
>
> Cheers.
>
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
>
>
>
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
> Virus-free. www.avast.com
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
>
>
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>
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>
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Re: Off Topic - HP Support Request

[Carl Wilson]

Hi Stan,
Thank you souch for the information, very much appreciated.

Kind Regards,
Carl

On Mon, 22 Jan 2018, 23:01 Stan Feinstein, <st...@projectremedies.com>
wrote:

> 1501 Page Mill Rd., Palo Alto, CA. 94304.   001-650-857-1501.  Mr. Dian
> Weisler is President and CEO.  Ron Coughlin is President, Personal
> Systems.  I got all of this from their 2017 10-K/A.  if you go to the
> bottom of their home page, under Investor Relations, you’ll find links to
> their 10K, which replaced Annual Reports a few years ago.
>
>
>
> They are waiting for your call.  They are there just for these types of
> issues.
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 2:29 PM
> *To:* ARSList <arslist@arslist.org>
> *Subject:* Re: Off Topic - HP Support Request
>
>
>
> Hi Stan,
> Do you have a contact for the HP President, I seem to have exhausted all
> contacts I have including the executive escalations teams.
>
> Kind Regards,
> Carl
>
>
>
> On Mon, 22 Jan 2018, 22:25 Stan Feinstein, <st...@projectremedies.com>
> wrote:
>
> Hi Carl,
>
>
>
> Write to the President of HP about this matter.  He/she probably has their
> own help desk that takes care of complaints like yours.  That’s been my
> experience.  My rule has become: talk with the service desk twice, and then
> go to the President’s office.  I won’t bore you with the details, but it
> worked twice, once with Bank of America and once with Southwest Airlines.
> The Presidents of both companies had their own service desks which answered
> to them.
>
>
>
> Stan
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 1:53 PM
> *To:* 'ARSList' <arslist@arslist.org>
> *Subject:* Off Topic - HP Support Request
>
>
>
> Howdy,
>
> A little of topic, but none the less IT related.
>
> I would be appreciative if people could share/comment on the below to gain
> some traction to get to a satisfactory resolution:
>
>
>
> https://www.linkedin.com/pulse/hp-support-carl-wilson
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.linkedin.com%2Fpulse%2Fhp-support-carl-wilson>
>
>
>
> I purchased a couple of HP Spectre x360 2 in one laptops/tablets on my
> last BMC Engage trip in Las Vegas, only to have one of the screens crack on
> one of the units.
>
> Up until present, I have not been able to have this fixed although
> agreeing to pay to have this repaired and having the unit returned twice
> unrepaired.
>
>
>
> Seems like in the UK/EU, you cannot get a "US" based machine fixed as they
> cannot "obtain" the part from their US operations.
>
>
>
> I even supplied the required part (broken "screen", purchased at my own
> cost from the US - screen only) to the repair centre, but as this was not a
> "all in one" unit consisting of the backing plate (metal covering) + screen
> i.e. , they would not repair the unit as they could not simply just "bolt
> it in"!
>
>
>
> Cheers.
>
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
>
>
>
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
> Virus-free. www.avast.com
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
>
>
> --
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> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: Off Topic - HP Support Request

[Carl Wilson]

Hi Stan,
Do you have a contact for the HP President, I seem to have exhausted all
contacts I have including the executive escalations teams.

Kind Regards,
Carl

On Mon, 22 Jan 2018, 22:25 Stan Feinstein, <st...@projectremedies.com>
wrote:

> Hi Carl,
>
>
>
> Write to the President of HP about this matter.  He/she probably has their
> own help desk that takes care of complaints like yours.  That’s been my
> experience.  My rule has become: talk with the service desk twice, and then
> go to the President’s office.  I won’t bore you with the details, but it
> worked twice, once with Bank of America and once with Southwest Airlines.
> The Presidents of both companies had their own service desks which answered
> to them.
>
>
>
> Stan
>
>
>
> *From:* ARSList [mailto:arslist-boun...@arslist.org] *On Behalf Of *Carl
> Wilson
> *Sent:* Monday, January 22, 2018 1:53 PM
> *To:* 'ARSList' <arslist@arslist.org>
> *Subject:* Off Topic - HP Support Request
>
>
>
> Howdy,
>
> A little of topic, but none the less IT related.
>
> I would be appreciative if people could share/comment on the below to gain
> some traction to get to a satisfactory resolution:
>
>
>
> https://www.linkedin.com/pulse/hp-support-carl-wilson
> <https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.linkedin.com%2Fpulse%2Fhp-support-carl-wilson>
>
>
>
> I purchased a couple of HP Spectre x360 2 in one laptops/tablets on my
> last BMC Engage trip in Las Vegas, only to have one of the screens crack on
> one of the units.
>
> Up until present, I have not been able to have this fixed although
> agreeing to pay to have this repaired and having the unit returned twice
> unrepaired.
>
>
>
> Seems like in the UK/EU, you cannot get a "US" based machine fixed as they
> cannot "obtain" the part from their US operations.
>
>
>
> I even supplied the required part (broken "screen", purchased at my own
> cost from the US - screen only) to the repair centre, but as this was not a
> "all in one" unit consisting of the backing plate (metal covering) + screen
> i.e. , they would not repair the unit as they could not simply just "bolt
> it in"!
>
>
>
> Cheers.
>
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
>
>
>
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
> Virus-free. www.avast.com
> <https://www.avast.com/sig-email?utm_medium=email_source=link_campaign=sig-email_content=emailclient>
>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
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https://mailman.rrr.se/cgi/listinfo/arslist

Off Topic - HP Support Request

[Carl Wilson]

Howdy,

A little of topic, but none the less IT related.

I would be appreciative if people could share/comment on the below to gain some 
traction to get to a satisfactory resolution:



 
<https://communities.bmc.com/external-link.jspa?url=https%3A%2F%2Fwww.linkedin.com%2Fpulse%2Fhp-support-carl-wilson>
 https://www.linkedin.com/pulse/hp-support-carl-wilson



I purchased a couple of HP Spectre x360 2 in one laptops/tablets on my last BMC 
Engage trip in Las Vegas, only to have one of the screens crack on one of the 
units.

Up until present, I have not been able to have this fixed although agreeing to 
pay to have this repaired and having the unit returned twice unrepaired.



Seems like in the UK/EU, you cannot get a "US" based machine fixed as they 
cannot "obtain" the part from their US operations.



I even supplied the required part (broken "screen", purchased at my own cost 
from the US - screen only) to the repair centre, but as this was not a "all in 
one" unit consisting of the backing plate (metal covering) + screen i.e. , they 
would not repair the unit as they could not simply just "bolt it in"!



Cheers.



------



Kind Regards,



Carl Wilson







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https://mailman.rrr.se/cgi/listinfo/arslist

RE: First name displayed twice in contact field.

[Carl Wilson]

Hi,

Take a look at the HPD:IncidentInterface_Create form for your entry to see
what values are populated and go from there.

There is a Service Call used to do the people lookups, so something could be
going wrong there as it not a direct lookup to the People form.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M
Candelaria
Sent: 19 January 2018 19:18
To: ARSList <arslist@arslist.org>
Subject: First name displayed twice in contact field.

 

Hello Listers,

 

I have an interesting issue. I am using 9.1.04 and MyIT Digital Work Place
3.5

I created an SRD with an AOT that has an incident template, to create an
incident in a specific support group.

 

The SRD is working fine and creating the incident but the contact field has
the customer first name listed twice.

 

Kevin, Kevin  

 

when I mouse over it's my proper record, not sure why that's happening. any
ideas where to start to look to troubleshoot this?

 

 



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RE: ARERR [623] Authentication Failed - Remedy 9.1.04 / SAML

[Carl Wilson]

Hi,

The functionality surrounding the Hierarchical Groups has changed through
the SP's in 9.1, you will need to check the configurations for these to see
if it is affecting the display of the Assignees. 

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Kevin M
Candelaria
Sent: 19 December 2017 13:20
To: ARSList <arslist@arslist.org>
Subject: Re: ARERR [623] Authentication Failed - Remedy 9.1.04 / SAML

 

 

Thanks Ashutosh, 

 

I realized that was the case after AI went on and everything was normal. So
far everything with my upgrade is stable after some trial and error. The
only issue I'm having is I am not able to see assignee values when trying to
assign an incident manually to someone. It will only show the current logged
in user if he/she belongs to that group.

 

 

 

  _  

From: ARSList <arslist-boun...@arslist.org
<mailto:arslist-boun...@arslist.org> > on behalf of Deshpande, Ashutosh
<ashutosh_deshpa...@bmc.com <mailto:ashutosh_deshpa...@bmc.com> >
Sent: Monday, December 18, 2017 11:52 PM
To: ARSList
Subject: RE: ARERR [623] Authentication Failed - Remedy 9.1.04 / SAML 

 

Hi Kevin, LJ,

 

The 9.1.04 AR installer doesn't reset Operating Mode from 1 to 0 in case you
also have CMDB and AI in your stack. It expects AR+CMDB+AI all 3 to be part
of the platform and once all of them are upgraded on a given server, AI
9.1.04 installer resets back the operating mode. This is to ensure all 3
components are always on the same version, as they are not always fully
backward compatible (due to local API and pentaho dependencies).

 

Thanks and Regards,

Ashutosh.

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, December 15, 2017 10:44 PM
To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: ARERR [623] Authentication Failed - Remedy 9.1.04 / SAML

 

potentiallyI would log a ticket :)

 

On Fri, Dec 15, 2017 at 10:02 AM, Kevin M Candelaria <ke...@temple.edu
<mailto:ke...@temple.edu> > wrote:

The install stated successfully finished and the logs had no errors..
Possible defect?

 

  

Kevin Candelaria
Senior Technical Support Specialist
Temple University Computer Services

* 215.204.3095 <tel:(215)%20204-3095>  |<mailto:*kevin...@temple.edu>
*kevin...@temple.edu <mailto:kevin...@temple.edu> 

 


  _  


From: ARSList <arslist-boun...@arslist.org
<mailto:arslist-boun...@arslist.org> > on behalf of LJ LongWing
<lj.longw...@gmail.com <mailto:lj.longw...@gmail.com> >
Sent: Friday, December 15, 2017 10:56 AM
To: ARSList
Subject: Re: ARERR [623] Authentication Failed - Remedy 9.1.04 / SAML 

 

That would indicate that the upgrade to 9.1.04 didn't succeed properly if
the operating mode was still 1...

 

On Fri, Dec 15, 2017 at 8:31 AM, Kevin M Candelaria <ke...@temple.edu
<mailto:ke...@temple.edu> > wrote:

Update:

 

I changed ar.cfg from 1 to 0 on Operating-Mode and it's online.

  

 


  _  


From: ARSList <arslist-boun...@arslist.org
<mailto:arslist-boun...@arslist.org> > on behalf of Kevin M Candelaria
<ke...@temple.edu <mailto:ke...@temple.edu> >
Sent: Friday, December 15, 2017 9:19 AM
To: ARSList@arslist.org <mailto:ARSList@arslist.org> 
Subject: ARERR [623] Authentication Failed - Remedy 9.1.04 / SAML 

 


This sender failed our fraud detection checks and may not be who they appear
to be. Learn about spoofing <http://aka.ms/LearnAboutSpoofing> 

Feedback <http://aka.ms/SafetyTipsFeedback> 

Hello all,

 

I have a case with bmc as well but I figure I would ask here if anyone else
may have experience this.

 

I have done the following:

 

Upgraded Midtier server to 9.1.04

Upgraded RSSO installation on Midtier to 9.1.04

Upgraded RSSO Integration to Midtier to 9.1.04

 

At this point everything was working fine, my ARServer was still 9.1.00 and
I had no issues. I ran this midtier version for a few days and had no
problems. In fact the midtier performed a lot faster. It was very nice.

 

Yesterday I upgraded ARSystem from 9.1.00 to 9.1.04

Upgraded RSSO integration on ARSystem from 9.1.00 to 9.1.04

 

ARSystem is online, RSSO seems to be working because I can still log on to
Smart IT and Smart Reporting.

Logging in to ARSystem via Midtier gives me ARERR 623. The logs all say I
authenticated and received my SAML token. The database is writing the token.

I have looked everywhere and all my configs seem to be accurate and correct.


 

Any ideas? 

 

 

 


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ARSList mailing list
ARSList@arslist.org <mailto:ARSList@arslist.org> 
https://mailman.rrr.se/cgi/listinfo/arslist

 


--
ARSList mailing list
ARSList@arslist.org <mailto:ARSList@arslist.org> 
https://mailman.rrr.se/cgi/listinfo/arslist

 



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RE: Date format in Java API search criteria

[Carl Wilson]

BTW: where is it stated he is using a BMC provided tool in the thread, did not 
see that with his original question - maybe I a missing some of the thread?



--



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: 13 December 2017 22:51
To: ARSList <arslist@arslist.org>
Subject: Re: Date format in Java API search criteria



The problem here is that he's not writing a java application, he's using an 
existing BMC provided tool, he just wants to be able to specify the date format 
for his queries



On Wed, Dec 13, 2017 at 3:46 PM, Carl Wilson <carlbwil...@gmail.com 
<mailto:carlbwil...@gmail.com> > wrote:

Hi Misi,

When using dates in Java, I predefine the date format to use with the following:



Declarations



static DateFormat dateFormat = new SimpleDateFormat("/MM/dd HH:mm:ss");



Then when invoking, use the following to convert the date(s) correctly:



Date dateLicenseDate = dateFormat.parse(strLicenseDate);



Other examples:



Date date = new Date();

String strDateNow = dateFormat.format(date);

Date dateNow = dateFormat.parse(strDateNow);





------



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org 
<mailto:arslist-boun...@arslist.org> ] On Behalf Of Misi Mladoniczky
Sent: 13 December 2017 18:10


To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: Date format in Java API search criteria



Hi,

Some further testing seems to indicate that the following different formats 
always works in any combination:

Date portion: "2017-01-31", "2017.01.31" or "01/31/2017"

Time portion: "23.59.59" or "11:59:59 PM"

There might be more that works, but the question about controlling the format 
still remains...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 6:01 PM, "Grooms, Frederick W" <frederick.w.gro...@xo.com 
<mailto:%22Grooms,%20frederick%20w%22%20%3cfrederick.w.gro...@xo.com%3e> > 
wrote:

What if you do set ARDATE?

From: ARSList [mailto:arslist-boun...@arslist.org 
<mailto:mailto:arslist-boun...@arslist.org> ] On Behalf Of Misi Mladoniczky
Sent: Wednesday, December 13, 2017 10:46 AM
To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: Date format in Java API search criteria

Hi,

Well, on my Ubuntu-machine it apparently defaults to the Swedish format 
"-MM-DD HH:mm:ss". One of my clients using that same program are 
successfully using the format "M/D/ h:mm:ss a"...

I tried changing my LANG environment variable without success. It seems to pick 
up some other system setting.

My standard setting:
locale
LANG=sv_SE.UTF-8
LANGUAGE=sv
LC_CTYPE="sv_SE.UTF-8"
LC_NUMERIC=sv_SE.UTF-8
LC_TIME=sv_SE.UTF-8
LC_COLLATE="sv_SE.UTF-8"
LC_MONETARY=sv_SE.UTF-8
LC_MESSAGES="sv_SE.UTF-8"
LC_PAPER=sv_SE.UTF-8
LC_NAME=sv_SE.UTF-8
LC_ADDRESS=sv_SE.UTF-8
LC_TELEPHONE=sv_SE.UTF-8
LC_MEASUREMENT=sv_SE.UTF-8
LC_IDENTIFICATION=sv_SE.UTF-8
LC_ALL=

I reset LC_ALL and get this, but the parseQualification still uses the same 
-MM-DD format:
locale
LANG=en_US.UTF-8
LANGUAGE=sv
LC_CTYPE="en_US.UTF-8"
LC_NUMERIC="en_US.UTF-8"
LC_TIME="en_US.UTF-8"
LC_COLLATE="en_US.UTF-8"
LC_MONETARY="en_US.UTF-8"
LC_MESSAGES="en_US.UTF-8"
LC_PAPER="en_US.UTF-8"
LC_NAME="en_US.UTF-8"
LC_ADDRESS="en_US.UTF-8"
LC_TELEPHONE="en_US.UTF-8"
LC_MEASUREMENT="en_US.UTF-8"
LC_IDENTIFICATION="en_US.UTF-8"
LC_ALL=en_US.UTF-8

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 5:29 PM, "LJ LongWing" <lj.longw...@gmail.com 
<mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e> > wrote:

okthat's a very good question that I've never had to explore.the API 
defaults to MM-DD- HH:MM:SS type of formatwhich is standard in America 
(and just about nowhere else)I've never had to deal with date/time 
formatting in the Java APIso sorry, I don't have a ready answer for you :|

On Wed, Dec 13, 2017 at 9:15 AM, Misi 

RE: Date format in Java API search criteria

[Carl Wilson]

Then the date format is taken from the AR Server format.



--



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: 13 December 2017 22:51
To: ARSList <arslist@arslist.org>
Subject: Re: Date format in Java API search criteria



The problem here is that he's not writing a java application, he's using an 
existing BMC provided tool, he just wants to be able to specify the date format 
for his queries



On Wed, Dec 13, 2017 at 3:46 PM, Carl Wilson <carlbwil...@gmail.com 
<mailto:carlbwil...@gmail.com> > wrote:

Hi Misi,

When using dates in Java, I predefine the date format to use with the following:



Declarations



static DateFormat dateFormat = new SimpleDateFormat("/MM/dd HH:mm:ss");



Then when invoking, use the following to convert the date(s) correctly:



Date dateLicenseDate = dateFormat.parse(strLicenseDate);



Other examples:



Date date = new Date();

String strDateNow = dateFormat.format(date);

Date dateNow = dateFormat.parse(strDateNow);





------



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org 
<mailto:arslist-boun...@arslist.org> ] On Behalf Of Misi Mladoniczky
Sent: 13 December 2017 18:10


To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: Date format in Java API search criteria



Hi,

Some further testing seems to indicate that the following different formats 
always works in any combination:

Date portion: "2017-01-31", "2017.01.31" or "01/31/2017"

Time portion: "23.59.59" or "11:59:59 PM"

There might be more that works, but the question about controlling the format 
still remains...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 6:01 PM, "Grooms, Frederick W" <frederick.w.gro...@xo.com 
<mailto:%22Grooms,%20frederick%20w%22%20%3cfrederick.w.gro...@xo.com%3e> > 
wrote:

What if you do set ARDATE?

From: ARSList [mailto:arslist-boun...@arslist.org 
<mailto:mailto:arslist-boun...@arslist.org> ] On Behalf Of Misi Mladoniczky
Sent: Wednesday, December 13, 2017 10:46 AM
To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: Date format in Java API search criteria

Hi,

Well, on my Ubuntu-machine it apparently defaults to the Swedish format 
"-MM-DD HH:mm:ss". One of my clients using that same program are 
successfully using the format "M/D/ h:mm:ss a"...

I tried changing my LANG environment variable without success. It seems to pick 
up some other system setting.

My standard setting:
locale
LANG=sv_SE.UTF-8
LANGUAGE=sv
LC_CTYPE="sv_SE.UTF-8"
LC_NUMERIC=sv_SE.UTF-8
LC_TIME=sv_SE.UTF-8
LC_COLLATE="sv_SE.UTF-8"
LC_MONETARY=sv_SE.UTF-8
LC_MESSAGES="sv_SE.UTF-8"
LC_PAPER=sv_SE.UTF-8
LC_NAME=sv_SE.UTF-8
LC_ADDRESS=sv_SE.UTF-8
LC_TELEPHONE=sv_SE.UTF-8
LC_MEASUREMENT=sv_SE.UTF-8
LC_IDENTIFICATION=sv_SE.UTF-8
LC_ALL=

I reset LC_ALL and get this, but the parseQualification still uses the same 
-MM-DD format:
locale
LANG=en_US.UTF-8
LANGUAGE=sv
LC_CTYPE="en_US.UTF-8"
LC_NUMERIC="en_US.UTF-8"
LC_TIME="en_US.UTF-8"
LC_COLLATE="en_US.UTF-8"
LC_MONETARY="en_US.UTF-8"
LC_MESSAGES="en_US.UTF-8"
LC_PAPER="en_US.UTF-8"
LC_NAME="en_US.UTF-8"
LC_ADDRESS="en_US.UTF-8"
LC_TELEPHONE="en_US.UTF-8"
LC_MEASUREMENT="en_US.UTF-8"
LC_IDENTIFICATION="en_US.UTF-8"
LC_ALL=en_US.UTF-8

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 5:29 PM, "LJ LongWing" <lj.longw...@gmail.com 
<mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e> > wrote:

okthat's a very good question that I've never had to explore.the API 
defaults to MM-DD- HH:MM:SS type of formatwhich is standard in America 
(and just about nowhere else)I've never had to deal with date/time 
formatting in the Java APIso sorry, I don't have a ready answer for you :|

On Wed, Dec 13, 2017 at 9:15 AM, Misi Mladoniczky <m...@rrr.se 
<mailto:m...@rrr.se> > wrote:

Hi,

You sort of understoo

RE: Date format in Java API search criteria

[Carl Wilson]

Hi Misi,

When using dates in Java, I predefine the date format to use with the following:



Declarations



static DateFormat dateFormat = new SimpleDateFormat("/MM/dd HH:mm:ss");



Then when invoking, use the following to convert the date(s) correctly:



Date dateLicenseDate = dateFormat.parse(strLicenseDate);



Other examples:



Date date = new Date();

String strDateNow = dateFormat.format(date);

Date dateNow = dateFormat.parse(strDateNow);





--



Kind Regards,



Carl Wilson





From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: 13 December 2017 18:10
To: ARSList <arslist@arslist.org>
Subject: Re: Date format in Java API search criteria



Hi,

Some further testing seems to indicate that the following different formats 
always works in any combination:

Date portion: "2017-01-31", "2017.01.31" or "01/31/2017"

Time portion: "23.59.59" or "11:59:59 PM"

There might be more that works, but the question about controlling the format 
still remains...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 6:01 PM, "Grooms, Frederick W" <frederick.w.gro...@xo.com 
<mailto:%22Grooms,%20frederick%20w%22%20%3cfrederick.w.gro...@xo.com%3e> > 
wrote:

What if you do set ARDATE?

From: ARSList [mailto:arslist-boun...@arslist.org 
<mailto:mailto:arslist-boun...@arslist.org> ] On Behalf Of Misi Mladoniczky
Sent: Wednesday, December 13, 2017 10:46 AM
To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: Date format in Java API search criteria

Hi,

Well, on my Ubuntu-machine it apparently defaults to the Swedish format 
"-MM-DD HH:mm:ss". One of my clients using that same program are 
successfully using the format "M/D/ h:mm:ss a"...

I tried changing my LANG environment variable without success. It seems to pick 
up some other system setting.

My standard setting:
locale
LANG=sv_SE.UTF-8
LANGUAGE=sv
LC_CTYPE="sv_SE.UTF-8"
LC_NUMERIC=sv_SE.UTF-8
LC_TIME=sv_SE.UTF-8
LC_COLLATE="sv_SE.UTF-8"
LC_MONETARY=sv_SE.UTF-8
LC_MESSAGES="sv_SE.UTF-8"
LC_PAPER=sv_SE.UTF-8
LC_NAME=sv_SE.UTF-8
LC_ADDRESS=sv_SE.UTF-8
LC_TELEPHONE=sv_SE.UTF-8
LC_MEASUREMENT=sv_SE.UTF-8
LC_IDENTIFICATION=sv_SE.UTF-8
LC_ALL=

I reset LC_ALL and get this, but the parseQualification still uses the same 
-MM-DD format:
locale
LANG=en_US.UTF-8
LANGUAGE=sv
LC_CTYPE="en_US.UTF-8"
LC_NUMERIC="en_US.UTF-8"
LC_TIME="en_US.UTF-8"
LC_COLLATE="en_US.UTF-8"
LC_MONETARY="en_US.UTF-8"
LC_MESSAGES="en_US.UTF-8"
LC_PAPER="en_US.UTF-8"
LC_NAME="en_US.UTF-8"
LC_ADDRESS="en_US.UTF-8"
LC_TELEPHONE="en_US.UTF-8"
LC_MEASUREMENT="en_US.UTF-8"
LC_IDENTIFICATION="en_US.UTF-8"
LC_ALL=en_US.UTF-8

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 5:29 PM, "LJ LongWing" <lj.longw...@gmail.com 
<mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e> > wrote:

okthat's a very good question that I've never had to explore.the API 
defaults to MM-DD- HH:MM:SS type of formatwhich is standard in America 
(and just about nowhere else)I've never had to deal with date/time 
formatting in the Java APIso sorry, I don't have a ready answer for you :|

On Wed, Dec 13, 2017 at 9:15 AM, Misi Mladoniczky <m...@rrr.se 
<mailto:m...@rrr.se> > wrote:

Hi,

You sort of understood.

It concerns controlling the date+time format when the Java-API program is 
calling the parseQualification method.

In a C-API program, you just set the environment variable ARDATE before running 
it, and it will use the specified format.

So how can you control this before running a Java-API program?

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se




December 13, 2017 5:11 PM, "LJ LongWing" <lj.longw...@gmai

Re: Remedy SSO with Kerberos

[Carl Wilson]

Hi,

To simplify:



1.   Create the service account in AD:



Username: Remedy_Kerb

Password:   **



2.   Add the SPN.

On a domain joined machine, run the command:



setspn -s HTTP/server.domain.com Remedy_Kerb



3.   Generate the keytab file.

Run the following command from one of our domain controllers:



ktpass -out c:\share\remedyssoservice.keytab -mapuser Remedy_Kerb -princ 
HTTP/server.domain@domain.com –pass ** -ptype KRB5_NT_PRINCIPAL 
-target DOMAIN.COM



4.   Copy the keytab file to RSSO server.

Stored in following location:



/u01/app/bmc/RemedySSO/remedyssoservice.keytab



5.   Configure Kerberos in the RSSO admin console.





If using a "shared" database for RSSO in an HA environment, you want to use the 
LB name for the SPN to Kerberos e.g. HTTP/loadbalancer.domain.com.



Also, the Kerberos realm does not have to be the same as the SPN, but does have 
to match the domain of the KDC server e.g. Kerberos Realm = domain.local, KDC 
Server = LDAP.domain.local.



The keytab file (copy to the RSSO server) can be skipped if using the SPN 
Password as the Credential Type in the Authentication in RSSO.



--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: 27 November 2017 15:10
To: arslist@ARSLIST.ORG
Subject: Re: Remedy SSO with Kerberos



**

Saw that one but it’s so wishy-washy I couldn’t believe this is it.



This one’s a lot better: 
https://docs.bmc.com/docs/rsso91/kerberos-authentication-process-662397346.html?src=search





Thanks



Thomas





On 27. Nov 2017, at 16:06, LJ LongWing <lj.longw...@gmail.com 
<mailto:lj.longw...@gmail.com> > wrote:



**

something like this?



https://docs.bmc.com/docs/display/public/ars9000/Configuring+Kerberos+for+Authentication



On Mon, Nov 27, 2017 at 7:53 AM, Thomas Miskiewicz <tmisk...@gmail.com 
<mailto:tmisk...@gmail.com> > wrote:

Hi there,

in our development we’ve installed RSSO on our Mid Tier server. Then we run the 
installer again and told it to do the Mid Tier integration. At last we run the 
installer on the AR Server and told it to do the AR Integration.

Is there a document that describes the Kerberos integration from this point?


Thanks

Thomas

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Re: Is there a state of the art way to prevent unauthorised access to Form Views in Mid Tier?

[Carl Wilson]

Hi,

You could write an AL that checks what view is being requested then log the
user out.  You can qualify the running of the AL based on the required
criteria.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: 17 November 2017 13:42
To: arslist@ARSLIST.ORG
Subject: Is there a state of the art way to prevent unauthorised access to
Form Views in Mid Tier?

 

** 

Hello there,

 

I have Form A with User View and Admin View. How can I prevent unauthorised
access to the Admin View?

 

If there is no configurable state of the art way maybe you have an elegant
idea how to achieve it?

 

 

Thank you

 

Thomas

_ARSlist: "Where the Answers Are" and have been for 20 years_



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Re: How can I change status in process flow status?

[Carl Wilson]

Hi,

The "CurrentStage" and "CurrentStageNumber" are the fields that indicate what 
process the Accelerator (Process Flow) Bar is in.

You can control the display using these fields.



--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Natalia Cuesta
Sent: 18 October 2017 17:02
To: arslist@ARSLIST.ORG
Subject: Re: How can I change status in process flow status?



**

Hi all,



The web service that we create reopens the ticket only when they are in the 
Resolved state.

When no work detail is added the process flow status bar goes to the 
Investigation and Diagnosis phase, but when work detail or an attachment are 
added, the process flow status is being left in a Resolved state.



Regards,



Natalia





De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Joel D Sender
Enviado el: miércoles, 18 de octubre de 2017 10:44
Para: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG>
Asunto: Re: How can I change status in process flow status?



**

Natalia,

You might want to re-evaluate the requirement.

Re-opening a Closed ticket destroys audit data.

For example, ‘Time To Resolve’ will have two different values, but only one 
will be preserved for reporting.



The Best Practice is to open a RELATED ticket that references the one you’re 
trying to re-open.

The reason to re-open a ticket may not be valid after an initial investigation; 
i.e. was it not resolved or did the same problem occur again?

In either case, a separate ticket should track ‘why it was mistakenly closed’ 
or a repetitive occurrence that could point to a broader Root Cause.



HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net <mailto:jdsen...@earthlink.net>



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Natalia Cuesta
Sent: Wednesday, October 18, 2017 6:51 AM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG>
Subject: How can I change status in process flow status?



**

Hi experts,



Your help please, we have a web service to reopen incidents tickets in Remedy 
8.1.02, when these are reopened change to Assigned, but in the process flow 
status bar appear like Resolved.



Best regards,



Natalia Cuesta

_ARSlist: "Where the Answers Are" and have been for 20 years_




 
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Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed

[Carl Wilson]

Hi,

As BMC have had many issues with the 9.x installers (e.g. patches for patch 
installers), have you tried a based upgrade to 9.0/9.1 then done the 9.1 SP?

Might be worth a try.



--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: 10 October 2017 16:46
To: arslist@ARSLIST.ORG
Subject: Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed



**

Carl,



the pre-check tool is totally bonkers. It’s reposting misleading and false 
errors and does randomly so. From my experience it cannot be taken seriously in 
95% cases.



This time it reported this:




Filter Correction Check





Description

In BMC Remedy AR System 8.1.02, the Ap:Alt-SetPermissions filter was introduced 
in one of the hotfixes 
(HF\pinatubo\CertifiedHotFixes\8.1.02\Multitenancy\SW00488367-ApprovalServer\MultiTenancy_Approval_Hotfix_81SP2).
 The same filter in 9.1.02 is included with an upper case 'P' in the form name: 
AP:Alt-SetPermissions. When upgrading from 8.1.02 with that hotfix to 9.1.02, 
you encounter the following error:

"ERROR RIKMain  - 382 The value(s) for this entry violate a unique index that 
has been defined for this form"

The check validates the casing in the AP:Alt-SetPermissions filter name.


Type

Pre-upgrade check


Check performed and expected result

When upgrading from 8.1.02 with that hotfix to 9.1.02, the check detects a 
lower case 'p' in the AP:Alt-SetPermissions filter name and displays the 
following error message:

Please correct the filter name from Ap:Alt-SetPermissions to 
AP:Alt-SetPermissions. Execute the following SQL statement to fix it:

UPDATE filter SET name = 'AP:Alt-SetPermissions', resolvedName = 
'AP:Alt-SetPermissions' WHERE name = 'Ap:Alt-SetPermissions';


Corrective action

Execute the SQL statement provided in the preceding row to update the filter 
name.

I ran this statement and of course none records were modified. So why bother?





Thomas









On 10. Oct 2017, at 17:36, Carl Wilson <carlbwil...@gmail.com 
<mailto:carlbwil...@gmail.com> > wrote:



**

Hi,

As Brian has mentioned, you could do the first server as a staged upgrade then 
for the other servers do a binary update on the remaining servers (as the DB 
will be already updated) ….  It is really getting the DB information updated 
with the first run, then the binaries on the other 23 servers.



Not surprising you are having issues, BMC seem to forget about people in the 
rest of the world when they create their installers and think that everyone 
runs "US English" as a default.



BTW: Your install log mentions that the pre-checker failed, but there is no 
reference to what failed in the pre-check.  What is in the report for this (' 
 
file:///ESP/usr/ar/ARSE1/Logs/result/configchecker_report_1507293439188.html')?



------



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) [ 
<mailto:arslist@ARSLIST.ORG> mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas 
Miskiewicz
Sent: 10 October 2017 15:55
To:  <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed



**

I didn’t try and I won’t. I have 24 servers to upgrade!!!






On 10. Oct 2017, at 16:51, Brian Pancia < <mailto:panc...@finityit.com> 
panc...@finityit.com> wrote:



**

Have you tried to upgrade one sp/version at a time instead of going directly to 
9.1.03.  I've done countless upgrades and never had a lot of luck with going 
from one version (ie 8.x to 9.x).  In that case I've always did a clean install 
and migrate data.  RRRChive does an excellent job at moving data.  I've seen 
installers go through stating successful only to find out things were missing 
on the back end.  I would recommend trying an incremental upgrade first and if 
you're spinning your tires do a clean install and migrate data.  It might be 
quicker then troubleshooting the install.



Brian



  _

From: Action Request System discussion list(ARSList) < 
<mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG> on behalf of Thomas 
Miskiewicz < <mailto:tmisk...@gmail.com> tmisk...@gmail.com>
Sent: Tuesday, October 10, 2017 8:14:40 AM
To:  <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed



**

No, the issue is that the installer updates the binaries and then cannot start 
the server and gives up. I also feel like giving up after the BMC support 
cannot tell us what their product does.



Thomas


On 10. Oct 2017, at 14:08, Saji Philip < <mailto:sphili...@gmail.com> 
sphili...@gmail.com> wrote:

**

Is this an upgrade in place?  Does the installer hang (never finishes and no 
errors).  We had a similar issue and the 9..x would fail ARS becaus

Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed

[Carl Wilson]

Hi,

As Brian has mentioned, you could do the first server as a staged upgrade then 
for the other servers do a binary update on the remaining servers (as the DB 
will be already updated) ….  It is really getting the DB information updated 
with the first run, then the binaries on the other 23 servers.



Not surprising you are having issues, BMC seem to forget about people in the 
rest of the world when they create their installers and think that everyone 
runs "US English" as a default.



BTW: Your install log mentions that the pre-checker failed, but there is no 
reference to what failed in the pre-check.  What is in the report for this 
('file:///ESP/usr/ar/ARSE1/Logs/result/configchecker_report_1507293439188.html')?



--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: 10 October 2017 15:55
To: arslist@ARSLIST.ORG
Subject: Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed



**

I didn’t try and I won’t. I have 24 servers to upgrade!!!





On 10. Oct 2017, at 16:51, Brian Pancia <panc...@finityit.com 
<mailto:panc...@finityit.com> > wrote:



**

Have you tried to upgrade one sp/version at a time instead of going directly to 
9.1.03.  I've done countless upgrades and never had a lot of luck with going 
from one version (ie 8.x to 9.x).  In that case I've always did a clean install 
and migrate data.  RRRChive does an excellent job at moving data.  I've seen 
installers go through stating successful only to find out things were missing 
on the back end.  I would recommend trying an incremental upgrade first and if 
you're spinning your tires do a clean install and migrate data.  It might be 
quicker then troubleshooting the install.



Brian



  _

From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG 
<mailto:arslist@ARSLIST.ORG> > on behalf of Thomas Miskiewicz 
<tmisk...@gmail.com <mailto:tmisk...@gmail.com> >
Sent: Tuesday, October 10, 2017 8:14:40 AM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG>
Subject: Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed



**

No, the issue is that the installer updates the binaries and then cannot start 
the server and gives up. I also feel like giving up after the BMC support 
cannot tell us what their product does.



Thomas


On 10. Oct 2017, at 14:08, Saji Philip <sphili...@gmail.com 
<mailto:sphili...@gmail.com> > wrote:

**

Is this an upgrade in place?  Does the installer hang (never finishes and no 
errors).  We had a similar issue and the 9..x would fail ARS because we had a 
custom AL guide and it would error out on tha arcontainer table.  Taking a 
backup and deleting this AL guide allowed ARS to install.  Then we had problems 
with Atrium in that it didn't like our overlay on the BMC.Elements form.  But 
that would error out.  We just deleted the overlay.  But the weirdest part is 
that ITSM would hang in installation.  Putting the server to Allow queries to 
be true, even though the prechecker said otherwise, allowed the ITSM to go 
through...

8.1.02 going to 9.1.03



On Tue, Oct 10, 2017, 6:27 AM Thomas Miskiewicz <tmisk...@gmail.com 
<mailto:tmisk...@gmail.com> > wrote:

**

Satya,



the environment is NOT a copy or clone of another environment. The servgrp... 
Tables don’t exist.



I did a clean start with deleting logs etc few times already. Nothing new. Same 
stuff in the logs.



I would appreciate if you could review my armonitor.conf and 
ARSystemInstalledConfiguration.xml Maybe you see something’s I don’t.



Apart from that I have no idea what else I can do. Even worse neither does BMC!



They‘ve been discussing the matter internally since a couple of days but didn’t 
approach us with a single suggestion.



When this happens (and this is how BMC support in India works 99.9% of time), 
they usually wait two weeks and send me a question whether the problem still 
persists. How ridiculous is that!





Thomas


On 6. Oct 2017, at 20:05, Satya Gandhi <satya.gan...@gmail.com 
<mailto:satya.gan...@gmail.com> > wrote:

**

Hi Thomas,



A dbVersion value of 54 indicates that the database has been upgraded



I also see that there is alternating information about the ARServer  being  
secondary serher AT least when it is validating FTS ports



If the database was a copy from another environment which was part of a server 
group,  then perform the flowing steps




Remove the old arerror log and armonitor log  files  and restart the arsystem 
services. If the reserves starts successfully the  perform the following steps



Delete records from table servgrp_board and servgrp_resources



Change db version value to  what is currently on prevdbversion column and 
remove the value from prevdbversion



On the AR config file, set multiple ar servers to false and server

Re: Getting error of duplicate contact info while trying to submit service request.

[Carl Wilson]

Hi,
The behaviour is dependent on the version of SRM/ITSM you have installed.
Some person lookups include additional fields such as Corporate ID, etc, so you 
need to look at the underlying code on the Interface_Create form performing the 
lookup to see what additional values you can supply to make the search unique.
By default the Interface_Create form only need First Name and Last Name, 
however if you supply additional information (see point above) it will be used 
in the lookup to uniquely identify and individual.

You can also add a "middle" name to the First or Last Names in the profile to 
make unique, but other than adding in the additional values to the search you 
would need to modify the underlying person lookup code to get round your issue.

--

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
Sent: 03 October 2017 16:07
To: arslist@ARSLIST.ORG
Subject: Getting error of duplicate contact info while trying to submit service 
request.

Hi Experts,

We are trying to submit service request from the request entry console with 
users profile having same Fname, Lname as well as email id.
The Incident is not getting generated with the error:-

48255: "", "2 records have been found for the Incident contact information you 
have provided.  Please talk to your data administrator to make this data 
unique."; 

We are having multiple profiles with same fname,lname as well as same email id 
but its as per business requirement.
So please assist how to overcome it so that such users can also submit the 
request successfully with fulfillment ids getting generated.

Regards,
AA

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Re: Jetty over HTTPS

[Carl Wilson]

Hi Dustin,

When you obtain a signed certificate, there is an associated CSR that is 
generated against which the authority provides the certificate.  These are tied 
to public/private keys, so the certificate needs to be imported back to where 
the keys are and where the CSR was generated from to complete the signing chain 
(using the same alias that you created the CSR against).

You then need to either convert use this keystore or convert to a Java based 
keystore.

Without the keys and full chain, Java (Jetty) will not present the certificate 
- so you need to export the full cert chain and keys or if you have these 
convert to a Java keystore.





--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 21 August 2017 16:57
To: arslist@ARSLIST.ORG
Subject: Re: Jetty over HTTPS



**

Carl,



I still am not doing something correctly.  I deleted the keystore and used the 
import command to import each of the three .crt files into a new one.  After 
restarting the AR System service, I can see that it’s listening on the port.  I 
still get the message that the server unexpectedly closed the connection.  Do 
you have any idea what part I may have left out?

Thanks!

Dustin Fawver

Sr. Help Desk Technician

Information Technology Services



P: 423-439-4648

itsh...@etsu.edu

 <http://www.etsu.edu/helpdesk>



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Monday, August 21, 2017 3:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Jetty over HTTPS



*** EXTERNAL EMAIL *** This email does NOT originate from an ETSU person or 
service. Please exercise caution when handling e-mails from external sources. 
If this e-mail is unsolicited and requires you to take immediate action, 
appears to be forged or is PHISHING for information, please contact the ITS 
Help Desk at, 423-439-4648. ETSU internal and official messages never include a 
disclaimer.

**

Hi Justin,

Jetty requires that you have the full cert chain installed in the keystore(s) 
that you are using, or it will not start correctly and present the certificate 
(as it uses Java which requires all elements for the certificates to be 
present).

So, you need to install the full certificate chain (root, intermediate, server) 
as a single chained file (p7b or similar), or convert the certificate chain and 
keys to a keystore file if say in a p12 format.

BMC instructions are not the best for actually stating this, and are geared 
more towards a single self signed certificate (not an authority chained cert).



Here is a section from a configuration document I wrote for Service Broker, but 
the concept is the same:


1.1   Configuring Jetty (Service Broker)


To implement SSL configuration on Service Broker, you need to update the 
“jetty-http.xml” file on the Remedy Service Broker system – located in 
…/jetty/etc/jetty-http.xml.

 
<https://docs.bmc.com/docs/display/myitsb33/Configuring+access+to+the+MyIT+Service+Broker+server+over+SSL>
 
https://docs.bmc.com/docs/display/myitsb33/Configuring+access+to+the+MyIT+Service+Broker+server+over+SSL

Point to the location of the keystore that contains the Signed Certificate and 
keys (public/private).  You can generate a new keystore / keys / certificate 
for a Self Signed Certificate, or convert and existing file to a Java “.jks” 
keystore.

You may receive a file in the “.pfx” format (Windows, containing certificate(s) 
and keys) which you can convert to a Java “.jks” keystore using keytool or 
another program.   You may also wish to change the alias and store passwords 
for use with your application to standardise.

You can also choose to update the port that Service Broker uses for SSL to a 
standard port e.g. 443 or 8443.

Note:  If Jetty cannot find all required parts associated with the certificate 
(keys, certificate – including all certificates in the chain), the application 
will not start.

Sample: jetty-http.xml



















C:/keystore/keystore

OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v

OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v

C:/truststore/cacerts

OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v





TLS_DHE_RSA.*

TLS_ECDHE.*









SSL_RSA_WITH_DES_CBC_SHA

SSL_DHE_RSA_WITH_DES_CBC_SHA

SSL_DHE_DSS_WITH_DES_CBC_SHA

SSL_RSA_EXPORT_WITH_RC4_40_MD5

SSL_RSA_EXPORT_WITH_DES40_CBC_SHA

SSL_DHE_RSA_EXPORT_WITH_DES40_CBC_SHA

SSL_DHE_DSS_EXPORT_WITH_DES40_CBC_SHA

.*NULL.*

.*RC4.*

.*MD5.*

.*DES.*

.*DSS.*

.*_DHE_RSA_.*









SSL

SSLv2

SSLv2Hello

 

Re: Jetty over HTTPS

[Carl Wilson]

Hi Justin,

Jetty requires that you have the full cert chain installed in the keystore(s) 
that you are using, or it will not start correctly and present the certificate 
(as it uses Java which requires all elements for the certificates to be 
present).

So, you need to install the full certificate chain (root, intermediate, server) 
as a single chained file (p7b or similar), or convert the certificate chain and 
keys to a keystore file if say in a p12 format.

BMC instructions are not the best for actually stating this, and are geared 
more towards a single self signed certificate (not an authority chained cert).



Here is a section from a configuration document I wrote for Service Broker, but 
the concept is the same:


1.1  Configuring Jetty (Service Broker)


To implement SSL configuration on Service Broker, you need to update the 
“jetty-http.xml” file on the Remedy Service Broker system – located in 
…/jetty/etc/jetty-http.xml.

 
<https://docs.bmc.com/docs/display/myitsb33/Configuring+access+to+the+MyIT+Service+Broker+server+over+SSL>
 
https://docs.bmc.com/docs/display/myitsb33/Configuring+access+to+the+MyIT+Service+Broker+server+over+SSL

Point to the location of the keystore that contains the Signed Certificate and 
keys (public/private).  You can generate a new keystore / keys / certificate 
for a Self Signed Certificate, or convert and existing file to a Java “.jks” 
keystore.

You may receive a file in the “.pfx” format (Windows, containing certificate(s) 
and keys) which you can convert to a Java “.jks” keystore using keytool or 
another program.   You may also wish to change the alias and store passwords 
for use with your application to standardise.

You can also choose to update the port that Service Broker uses for SSL to a 
standard port e.g. 443 or 8443.

Note:  If Jetty cannot find all required parts associated with the certificate 
(keys, certificate – including all certificates in the chain), the application 
will not start.

Sample: jetty-http.xml



















C:/keystore/keystore

OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v

OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v

C:/truststore/cacerts

OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v





TLS_DHE_RSA.*

TLS_ECDHE.*









SSL_RSA_WITH_DES_CBC_SHA

SSL_DHE_RSA_WITH_DES_CBC_SHA

SSL_DHE_DSS_WITH_DES_CBC_SHA

SSL_RSA_EXPORT_WITH_RC4_40_MD5

SSL_RSA_EXPORT_WITH_DES40_CBC_SHA

SSL_DHE_RSA_EXPORT_WITH_DES40_CBC_SHA

SSL_DHE_DSS_EXPORT_WITH_DES40_CBC_SHA

.*NULL.*

.*RC4.*

.*MD5.*

.*DES.*

.*DSS.*

.*_DHE_RSA_.*









SSL

SSLv2

SSLv2Hello

SSLv3















http/1.1



























8443

























--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 21 August 2017 03:54
To: arslist@ARSLIST.ORG
Subject: Jetty over HTTPS



**

Greetings, Listers!



I’ve been working on getting Jetty to run on my dev environment so that I can 
start working on REST calls.  I have ARS 9.1.02 installed.  In short, I can get 
it to run over HTTP if I make the proper mods in the jetty selector file.  When 
I configure it to run using HTTPS on port 9443 (or even the default 8443), I 
get a message that the server unexpectedly closed the connection.  Running 
“netstat –a” shows that the server is listening on the designated port.



I’ve been trying different things with the keytool program.  I have a GeoTrust 
signed cert available for me to use.  I used the following command as outlined 
at https://docs.bmc.com/docs/ars91/configuring-the-rest-api-609071434.html



C:\Program Files\BMC Software\ARSystem\jetty\etc>"\Program 
Files\Java\jre1.8.0_73\bin\keytool.exe" -import -trustcacerts -alias etsu.edu 
-file etsu.edu.crt -keystore keystore



All of the required services (ARS, email, flashboards, Mid-Tier, Tomcat, etc) 
run on the same box.  I hope this is not causing a conflict.  Any help would be 
much appreciated.

Thanks!

Dustin Fawver

Sr. Help Desk Technician

Information Technology Services



P: 423-439-4648

itsh...@etsu.edu <mailto:itsh...@etsu.edu>

 <http://www.etsu.edu/helpdesk>



_ARSlist: "Where the Answers Are" and have been for 20 years_



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Re: Basic SRD Question

[Carl Wilson]

Hi,

If you want to do this OOB with zero customisations, you can do the
following:

 

*   Create the Application Template.  This WILL be Company specific
however most fulfilment is done via one Company in the MSP.  If more than
one fulfilment Group is required, you can use multiple Company based
Templates and AOT's with conditioning.
*   Create AOT associating to above AT.
*   Create PDT with above AOT (here you can add in multiple logic if
multiple fulfilment across companies i.e. conditioning).
*   Create SRD with above PDT and map variables, etc.
*   Open the "SRD:ServiceRequestDefinition_Base" form and update the
Assignee Groups field (which is present on the base but not on the normal
"join" SRD form) with "Public" to expose to everyone and/or who you want to
expose too.  This workaround can also be used with ANY Group in the system,
so you can tie to custom Application Permission Groups, Support Groups,
Companies, etc i.e. you have options.

 

If you are up for some little "add-on" customisations, you can make life
easier moving forward for the Notes field mapping concatenations (for all
SRD's):

 

*   https://communities.bmc.com/docs/DOC-34264

 

Cheers.

------

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer
Sent: 14 August 2017 23:28
To: arslist@ARSLIST.ORG
Subject: Re: Basic SRD Question

 

** 

I can't use a change template since that won't work in a multi tenant
environment or customization 

I had read Carls workaround but we had to unhide the assignee group field
and set it to public. I just find it hard to believe this can't be done OOTB
but it sounds like you can't add tasks to a CRQ without some customization
to get it to work in a multi tenant environment. 

Get Outlook for Android <https://aka.ms/ghei36> 

 

  _  

From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG
<mailto:arslist@ARSLIST.ORG> > on behalf of Tauf Chowdhury
<taufc...@gmail.com <mailto:taufc...@gmail.com> >
Sent: Monday, August 14, 2017 5:15:34 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: Basic SRD Question 

 

** 

JD,

His issue is that you can't have a -Global- SRD tied to an AOT that is
specific to a company. You can't create a -Global- AOT if you want to pick
an app template. 

That's where Carl's workaround helps. 

Sent from my iPhone


On Aug 14, 2017, at 6:10 PM, JD Hood <hood...@gmail.com
<mailto:hood...@gmail.com> > wrote:

** 

Add the tasks in the change *template*. Then build your SRD with the
template.  

 

Thanks,

-JDHood

 

 

On Aug 14, 2017 6:07 PM, "Kevin Shaffer" <kshaf...@partneritsm.com
<mailto:kshaf...@partneritsm.com> > wrote:

** 

SRM 8.1.02

Multi-Tenancy Yes

 

Requirement - Create a Service Request that the entire enterprise can
submit.  End result is to have a CRQ with Tasks attached and the question
responses dumped into the Notes field.

 

My question is can I do this without an AIF or customization?

 

If I create an AOT with a Change Template that has Tasks tied to it, the AOT
must be tied to a Company, so this option doesn't seem to work since I need
this available to the Enterprise.

 

If I create an AOT with no Template I can pass variables to create the CRQ
but how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ
Template Name and/or CRQ GUID and maybe some magic would happen or can I
only create the CRQ in Draft mode and the support staff will need to
manually add the Tasks via process.

 

Any advice?

 

Thanks

Kevin

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 



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Re: Basic SRD Question

[Carl Wilson]

Hi,
You don't have to unhide this field, it is available the SRD Base form.

Cheers
Carl

On Mon, 14 Aug 2017, 23:38 Kevin Shaffer,  wrote:

> **
> I can't use a change template since that won't work in a multi tenant
> environment or customization
>
> I had read Carls workaround but we had to unhide the assignee group field
> and set it to public. I just find it hard to believe this can't be done
> OOTB but it sounds like you can't add tasks to a CRQ without some
> customization to get it to work in a multi tenant environment.
>
> Get Outlook for Android 
>
> --
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Tauf Chowdhury 
> *Sent:* Monday, August 14, 2017 5:15:34 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Basic SRD Question
>
> **
> JD,
> His issue is that you can't have a -Global- SRD tied to an AOT that is
> specific to a company. You can't create a -Global- AOT if you want to pick
> an app template.
> That's where Carl's workaround helps.
>
> Sent from my iPhone
>
> On Aug 14, 2017, at 6:10 PM, JD Hood  wrote:
>
> **
> Add the tasks in the change *template*. Then build your SRD with the
> template.
>
> Thanks,
> -JDHood
>
>
> On Aug 14, 2017 6:07 PM, "Kevin Shaffer"  wrote:
>
>> **
>>
>> SRM 8.1.02
>>
>> Multi-Tenancy Yes
>>
>>
>>
>> Requirement – Create a Service Request that the entire enterprise can
>> submit.  End result is to have a CRQ with Tasks attached and the question
>> responses dumped into the Notes field.
>>
>>
>>
>> My question is can I do this without an AIF or customization?
>>
>>
>>
>> If I create an AOT with a Change Template that has Tasks tied to it, the
>> AOT must be tied to a Company, so this option doesn’t seem to work since I
>> need this available to the Enterprise.
>>
>>
>>
>> If I create an AOT with no Template I can pass variables to create the
>> CRQ but how do I get the Tasks tied to it?  I thought maybe I could pass
>> the CRQ Template Name and/or CRQ GUID and maybe some magic would happen or
>> can I only create the CRQ in Draft mode and the support staff will need to
>> manually add the Tasks via process.
>>
>>
>>
>> Any advice?
>>
>>
>>
>> Thanks
>>
>> Kevin
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Issue in SRD Question menu loading

[Carl Wilson]

Hi,

It sounds like you have an issue with either the qualification you are using to 
query the underlying form, or a permissions issue on the data in the form (if 
using a Display to an underlying form, check permissions, etc).

Many people forget that the field permission access to the Query form need to 
be "Public" for normal SRM users to see the data.  If you are an Admin user 
testing, you bypass the restrictions.



Simplify and troubleshoot by accessing the underlying form that holds the data 
directly for the first menu option to eliminate any issues with your display 
field.



--



Kind Regards,



Carl Wilson





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vikram betholi@friends
Sent: 27 April 2017 19:46
To: arslist@ARSLIST.ORG
Subject: Re: Issue in SRD Question menu loading



** Hi Tauf,



As i said earlier, it shows only 6 CO records instead of 22 records. If i put 
any of the 6 CO records in Inactive state, it furthur shows the next CO records 
that were not displayed earlier.






On Friday, April 28, 2017, Tauf Chowdhury <taufc...@gmail.com 
<mailto:taufc...@gmail.com> > wrote:

Try throwing a: AND 'status' != $NULL$ in the qual

Sent from my iPhone

> On Apr 27, 2017, at 2:11 PM, Vikram_Betholi <betholi.vik...@gmail.com 
> <javascript:;> > wrote:
>
> Hi,
>
> I have created an normal SRD, where in I have added 3 Questions and made them 
> as menus.. like
>
> CO--> Menu
> RO--> Menu
> Branch-->Menu.
>
> End user for submitting the SR, he should select the CO menu, based on which 
> RO menu values and Based on the CO and RO menu values, Branch values will be 
> populated, which user needs to select.
>
> I have created a form where in CO, RO and Branch values are stored. Here I 
> have nearly 6000 Records.
> CO column has 22 records.
> But in the SR shown to the end user, in the CO Question menu it shows only 6 
> CO records. Qualification given in the Qualification builder is  "Status = 
> Active" itself. Even then it does not show 22 records. But if we select the 
> available CO value in the CO Question menu, it shows all the RO records 
> related to the CO value selected.
>
> Thinking there may be some issue in the data, i have created a Search Menu on 
> the CO, RO and Branch stored form and attached it to a field in a dispaly 
> only form. Here it shows all the 22 CO records.
>
> Could anyone please let me know how to get rid off this issue?
>
> With regards,
> BVSR.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> <http://www.arslist.org>
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Re: Outgoing email messages

[Carl Wilson]

Howdy,

You need to check in the directory where the email process is running and check 
the log files generated by the process.

The Remedy based logs and forms are really not much use here, so you need to 
check the process logs for the email process.

 

e.g. ….\BMC Software\ARSystem\AREmail\Logs

 

The stderr and stdout will tell you what is going on e.g. bad password, cannot 
identify server, etc. 

 

Best to clear the logs and when you restart see what they tell you.

 

Cheers. 

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 16 December 2016 23:59
To: arslist@ARSLIST.ORG
Subject: Outgoing email messages

 

** 

Greetings!

 

Is there a (hopefully) easy way to see if the email engine is actually trying 
to process outgoing email messages?  I have several piling up in the queue.  
This is on an ARS 9.1 system, currently in development.  It was working 
sometime last month when I was getting things running.  After I was done with 
them, I disabled the mailboxes.  When I re-enabled them, it just stopped 
flowing.  I am using SMTP as the transport method.

 

Things I have done.

 

- Deleted system messages that were in the queue, both sent and unsent, and 
created new messages.

- Deleted the mailboxes and recreated them via the AR System Administration: 
Console

- Changed server settings to a different server.

 

There are no errors being show in the AR System Email Messages form.  The Send 
Message column has "Yes" next to each of the messages.  The Date Sent field is 
empty.  There are no records in the AR System Email Error Logs form.  Outgoing 
mailbox is set to poll once a minute.

 

I have other things to do on the server, so I'm not just sitting around 
twiddling my thumbs.  I wanted to get this out to the experts to hopefully get 
a swift resolution to this issue.  I won't be able to go live without it.  

 

Thanks!

 

--Dustin Fawver

 

HelpDesk Technician

East Tennessee State University

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: AREA failures

[Carl Wilson]

:)

 

Can be a pain in the ass with these things, especially when you introduce
SSL.

 

Glad you got it sorted.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 16 December 2016 20:53
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

 

** 

Brian,

 

I got this nailed down a while ago.  I found that one server I was using for
standard LDAP queries didn't have the port open for LDAPS, and that the
server that did support LDAPS didn't have the port open for LDAP.  I also
found that I had to create a separate AREA configuration entry for each OU
where accounts could potentially exist on the domain.  I also had to play
with the bind user field needing to be in LDAP format instead of
domain\username format.

 

I hope this makes sense.  Thanks to all who helped me get this taken care
of.

 

--Dustin

 

  _  

From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG
<mailto:arslist@ARSLIST.ORG> > on behalf of Brian Gillock
<arslist2...@gmail.com <mailto:arslist2...@gmail.com> >
Sent: Friday, December 16, 2016 3:46 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: AREA failures 

 

** 

If you haven't nailed this down yet, in addition to the format Carl Wilson
mentioned for Bind User, we use samAccountName=$\USER$ for User Search
Filter and Port 3268 for LDAP and 3269 for SSL connections.  I'm not a
hundred percent on this, but I think the port number has something to do
with the Global Catalog for AD.  We have a gc tacked on to the beginning of
our Host Name.

 

Cheers!

Brian

 

On Tue, Nov 8, 2016 at 3:56 PM, Carl Wilson <carlbwil...@gmail.com
<mailto:carlbwil...@gmail.com> > wrote:

** 

Hi,

The simple bind user needs to be in the format of the fully qualified
distinguishedName including CN, OU and DC values not Domain/User.

 

------

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of
Fawver, Dustin
Sent: 08 November 2016 20:36


To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: AREA failures

 

** 

Ok.  The arjavaplugin.log file has these two lines that appear for each
attempt that I try.

 

<  ARPluginContext.java:176   > /* Tue Nov
08 2016 03:31:53.944 */  Login Failed as Atrium SSO
Server Location is null

 

<  ARPluginContext.java:176   > /* Tue Nov
08 2016 03:31:54.973 */  Ldap Authentication
failed!javax.naming.CommunicationException: ldap.etsu.edu:389
<http://ldap.etsu.edu:389>  [Root exception is java.net.ConnectException:
Connection refused: connect]

 

I'm not trying to use the Atrium SSO feature.  As far as the second line
goes, what I'm not sure of is whether that message is because the
credentials I gave in the configuration form are failing, or if the
credentials I'm giving on the login page are failing, or if the LDAP server
is simply refusing the AR server's attempt to connect.

 

--Dustin

 


  _  


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG
<mailto:arslist@ARSLIST.ORG> > on behalf of andres tamayo
<cycom...@gmail.com <mailto:cycom...@gmail.com> >
Sent: Tuesday, November 8, 2016 3:21 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: AREA failures 

 

** 

as recommendation i always use ldp.exe tool to validate my setup first and
be sure every setting is ok before to go to configuration on AR. 

 

to configure plugin logs check this document

 

https://docs.bmc.com/docs/display/public/ars81/Troubleshooting+AREA+LDAP+plu
g-in+issues

 

2016-11-08 15:11 GMT-05:00 Fawver, Dustin <faw...@mail.etsu.edu
<mailto:faw...@mail.etsu.edu> >:

** 

I just tried that and authentication is still failing.  Since I failed to
mention it the last time, we have an Active Directory environment.  I have
also tried turning on the plug-in and API logs, but the authentication
attempts don't seem to be logged there.

 

Thanks!

 

--Dustin

 


  _  


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG
<mailto:arslist@ARSLIST.ORG> > on behalf of andres tamayo
<cycom...@gmail.com <mailto:cycom...@gmail.com> >
Sent: Tuesday, November 8, 2016 3:06 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: AREA failures 

 

** 

hi there 

 

in User search filter field try uid=$\USER$

 

2016-11-08 14:59 GMT-05:00 Fawver, Dustin <faw...@mail.etsu.edu
<mailto:faw...@mail.etsu.edu> >:

** 

Greetings!

 

This is probably an easy one for the vets, but my Googlefu is weak.  On an
ARS 9.1 (no ITSM) system, I ha

Re: SSL for LDAP

[Carl Wilson]

Hi,

If you are using a Java Keystore, they are very explicit about what the key
chain is and where the certificates are stored.  

Generally you import the Root and Intermediate certs into the common Java
Keystore (cacerts) that the system is referencing, then you add the Server
certificate to your custom Keystore - however if you have multiple versions
of Java installed you need to identify the system default Java and Keystore
(which may end up in trial and error).  

Windows is more "forgiving" on certificates than Java is and only has one
store (with multiple sections), where Java can have multiple stores which
will be based on what Java runtime your actual application is using e.g.
could be a JVM or a JDK (and you may have multiple versions of each
installed).

 

For the Certificate:

 

I would recommend that you have an Administrator for the Active Directory
Server export the certificate using Cert Manager and for them to include all
certificates in the Chain (checkbox option in export) to a "*.p7b" file
(certificate zip file containing all certs in the chain i.e. Root,
Intermediate and Server certificates).  

Example:

 

Open the Certificate file (Server Certificate) and export to p7b by
selecting Details > Copy to File.. > Cryptographic Message .. (.P7B) - Check
"Include all certificates in the certification path if possible" > Filename

 

You will end up with a "*.p7b" file that when opened look like a file
structure inside which includes all 3 certificates (Root, Intermediate and
Server).

 

For the import to your custom Keystore:

 

Then import this "chained certificate" p7b file into your custom Keystore.

 

That way you end up with all 3 required certificates in the keystore - these
will be "linked" as you have exported them in a "chain" and not
individually.

 

When you reference this Keystore, you will not need to worry about any other
"system" based Java cacerts stores as all certificates are in the one place
an available.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 10 November 2016 00:19
To: arslist@ARSLIST.ORG
Subject: SSL for LDAP

 

** 

Greetings!

 

I have been trying to get AREA to use LDAP over SSL now.  I followed the
instructions over at
https://docs.bmc.com/docs/display/public/brid91/Enabling+LDAP+plug-ins+for+S
SL+connections+post-installation.  The systems administrator instructed me
some time ago to go to one of our servers and export the security
certificate from within Firefox.  I did that and used keytool to create the
store.  I am getting the error message below.

 

<  ARPluginContext.java:176   > /* Wed Nov
09 2016 07:12:12.805 */  Ldap Authentication
failed!javax.naming.CommunicationException: simple bind failed:
jcdc1.etsu.edu:636 [Root exception is javax.net.ssl.SSLHandshakeException:
sun.security.validator.ValidatorException: PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException: unable to find
valid certification path to requested target]

 

Looking at the certificate chain, I saw that there was a GeoTrust CA cert
and a GeoTrust SHA cert.  I exported those from the same server and added
those to the trust store.  While searching for a solution, I found some
people would add the certs to the primary Java cacerts store located in
/jre/lib/security/.  I did that as well and specified the path for the
primary cacerts store in the AREA LDAP configuration screen.  I am still
receiving the error message.

 

Is there something else that I'm missing?  If I need to ask something else
from the systems administrator, please let me know what to ask for.

 

Thanks in advance for your help!

 

--Dustin Fawver

 

HelpDesk Technician

East Tennessee State University

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: AREA failures

[Carl Wilson]

Hi,

The simple bind user needs to be in the format of the fully qualified
distinguishedName including CN, OU and DC values not Domain/User.

 

--

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 08 November 2016 20:36
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

 

** 

Ok.  The arjavaplugin.log file has these two lines that appear for each
attempt that I try.

 

<  ARPluginContext.java:176   > /* Tue Nov
08 2016 03:31:53.944 */  Login Failed as Atrium SSO
Server Location is null

 

<  ARPluginContext.java:176   > /* Tue Nov
08 2016 03:31:54.973 */  Ldap Authentication
failed!javax.naming.CommunicationException: ldap.etsu.edu:389 [Root
exception is java.net.ConnectException: Connection refused: connect]

 

I'm not trying to use the Atrium SSO feature.  As far as the second line
goes, what I'm not sure of is whether that message is because the
credentials I gave in the configuration form are failing, or if the
credentials I'm giving on the login page are failing, or if the LDAP server
is simply refusing the AR server's attempt to connect.

 

--Dustin

 

  _  

From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG
<mailto:arslist@ARSLIST.ORG> > on behalf of andres tamayo
<cycom...@gmail.com <mailto:cycom...@gmail.com> >
Sent: Tuesday, November 8, 2016 3:21 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: AREA failures 

 

** 

as recommendation i always use ldp.exe tool to validate my setup first and
be sure every setting is ok before to go to configuration on AR. 

 

to configure plugin logs check this document

 

https://docs.bmc.com/docs/display/public/ars81/Troubleshooting+AREA+LDAP+plu
g-in+issues

 

2016-11-08 15:11 GMT-05:00 Fawver, Dustin <faw...@mail.etsu.edu
<mailto:faw...@mail.etsu.edu> >:

** 

I just tried that and authentication is still failing.  Since I failed to
mention it the last time, we have an Active Directory environment.  I have
also tried turning on the plug-in and API logs, but the authentication
attempts don't seem to be logged there.

 

Thanks!

 

--Dustin

 


  _  


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG
<mailto:arslist@ARSLIST.ORG> > on behalf of andres tamayo
<cycom...@gmail.com <mailto:cycom...@gmail.com> >
Sent: Tuesday, November 8, 2016 3:06 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: AREA failures 

 

** 

hi there 

 

in User search filter field try uid=$\USER$

 

2016-11-08 14:59 GMT-05:00 Fawver, Dustin <faw...@mail.etsu.edu
<mailto:faw...@mail.etsu.edu> >:

** 

Greetings!

 

This is probably an easy one for the vets, but my Googlefu is weak.  On an
ARS 9.1 (no ITSM) system, I have been attempting to set up AREA to
authenticate via LDAP.  Authentication is failing.  I was trying to use
LDAPS, but I have reverted back to just LDAP so that I can eliminate any
issues regarding SSL for now.  The user account that I'm using as my test is
present in the User form with a blank password.  Since I don't know if the
listserv allows for screenshots, here are the settings that I have.

 

EA tab in Server Information



RPC Program Number:  390695

RPC timeout:  30

Need To Sync:  300

Authenticate Unregistered Users:  not checked

Cross Reference Blank Password:  checked

Authentication Chaining Mode:  AREA - ARS

Group Mapping:  blank

Ignore Excess Groups:  checked

 

 

AREA LDAP Configuration



Host Name:  ldap.etsu.edu <http://ldap.etsu.edu> 

Port Number:  389

Bind User:  domain\username

Bind Password:  (supplied)

User Secure Socket Layer:  No

Failover Timeout:  5

Chase Referral:  No

User Base:  ou=FacStaff,dc=etsu,dc=edu

User Search Filter:  cn=$\USER$

Group Membership:  None

 

Nothing else is filled in on the AREA configuration form.  With the User
Base, an issue I'm going to run into with that is that user accounts are
placed in different OUs based on their status with the university.  I had
tried a User Base of just "dc=etsu,dc=edu", but I don't know if that will
work.

 

I would appreciate any assistance with this.

 

Thanks!

 

--Dustin Fawver

 

HelpDesk Technician

East Tennessee State University

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: CMDB extension for Telecom Network

[Carl Wilson]

Interesting as the latest price lists still reference SMI ...

Kind Regards,
Carl Wilson

On 20 Jul 2016 14:47, "Rüdiger Tams" <ruedi...@tams.de> wrote:

> **
>
> well... SMI, formerly Quindell...
>
>
> https://communities.bmc.com/community/tap/tap_internal_portal/old_stuff/showcase/smi-t
>
> www.smi-t.com is now --> http://www.quobparksolutions.com/
>
> ;-)
>
> Carl Wilson <carlbwil...@gmail.com> hat am 20. Juli 2016 um 13:24
> geschrieben:
>
> **
>
> SMI (formerly somewhat TuringSMI) seem to have now teamed up with BMC for
> their OS3 product - I recently saw this as a product offering.
>
> This is a Telecom spec / compliant application with the associated
> extensions for the CMDB that I believe are certified.
>
> When I saw this some years back, the product was quite raw but I am sure
> it would now be polished up somewhat if BMC are now listing it on their
> pricing sheets.
>
> A trial maybe available for download?
>
> Kind Regards,
> Carl Wilson
>
> On 20 Jul 2016 10:44, "Harsh" <chaudhar...@gmail.com> wrote:
>
> **
> Hi Mark
>
> But is this supported for version 9.1? as per BMC compatibility matrix i
> cant see version 9.1 listed there.
>
> Regards,
> Harsh
>
> On Wed, Jul 20, 2016 at 9:17 AM, Mark Rushton <mark.rush...@talk21.com>
> wrote:
>
> **
> OS3 from Quindell software. eTom compliant.
>
> Sent from my iPhone 6 
>
> On 19 Jul 2016, at 19:05, Joe D'Souza <jdso...@shyle.net
> <jdso...@shyle.net>> wrote:
>
> **
>
> To the best of my knowledge there isn’t a ready made tailored extension to
> the classes you are looking for. You would need to custom build these. If I
> recall correctly, there used to be a lightweight extension available for
> telecom customers to plug into the CMDB in the past but I do not think it
> was further developed to incorporate newer classes that surfaced with time
> in the telecom market.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] *On Behalf Of *Harsh
> *Sent:* Tuesday, July 19, 2016 10:34 AM
> *To:* arslist@ARSLIST.ORG <arslist@arslist.org>
> *Subject:* Re: CMDB extension for Telecom Network
>
>
>
> **
>
> Thanks everyone, i checked OS3 extension on BMC site and it doesn't
> support version 9.
>
>
>
> Is there any other extension available  ? or we need to create custom
> classes for the same.?
>
>
>
> Regards,
>
> Harsh
>
>
>
> On Tue, Jul 19, 2016 at 3:32 PM, Rick Cook <remedyr...@gmail.com> wrote:
>
> **
>
> We had to build a custom subclass off of Connectivity Segment.
>
> Rick
>
>
>
> On Jul 19, 2016 03:07, "Satya Gandhi" <satya.gan...@gmail.com> wrote:
>
> **
>
> A look at the screen shots on the Quob Park Os3 Framework looks eerily
> similar to Quindell OS3 solution
>
>
>
> Satya
>
>
>
> On 19 July 2016 at 10:19, Rüdiger Tams <ruedi...@tams.de> wrote:
>
> **
>
> I think Quindell is now Quob Park...
>
> Kelvin Tan Kailun <mcla...@gmail.com> hat am 19. Juli 2016 um 11:06
> geschrieben:
>
>
>
> **
>
> What about Quindell *OS3* Frameworks ?
>
>
>
> On Tue, Jul 19, 2016 at 4:51 PM, Rüdiger Tams <ruedi...@tams.de> wrote:
>
> **
>
> I do not know about an extension of CMDB 9.x for telecommunication CIs
> from BMC... maybe with the ADDM product?
>
> Or maybe this could work...? AFAIK this is (was?) based on BMC Remedy ITSM.
>
> http://www.quobparksolutions.com/solutions/os%C2%B3-frameworks/
>
> regards
>
> Rüdiger
>
> Harsh <chaudhar...@gmail.com> hat am 19. Juli 2016 um 10:26 geschrieben:
>
>
>
> **
>
> Hi Everyone,
>
>
>
> Could you please let me know if there is any cmdb extension available for
> telecom networks like node, circuit, links etc. for 9.1 version.
>
>
>
> --
>
> *Thanks & regards*
> *“Harsh Chaudhary”*
> * "**Impatience never commanded success**"*
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
>
> --
>
> *Thanks & regards*
> *“Harsh Chaudhary”*
> * "**Impatience never commanded success**"*
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> *Thanks & regards*
> *“Harsh Chaudhary”*
> *"Impatience never commanded success**"*
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: CMDB extension for Telecom Network

[Carl Wilson]

SMI (formerly somewhat TuringSMI) seem to have now teamed up with BMC for
their OS3 product - I recently saw this as a product offering.

This is a Telecom spec / compliant application with the associated
extensions for the CMDB that I believe are certified.

When I saw this some years back, the product was quite raw but I am sure it
would now be polished up somewhat if BMC are now listing it on their
pricing sheets.

A trial maybe available for download?

Kind Regards,
Carl Wilson

On 20 Jul 2016 10:44, "Harsh" <chaudhar...@gmail.com> wrote:

> **
> Hi Mark
>
> But is this supported for version 9.1? as per BMC compatibility matrix i
> cant see version 9.1 listed there.
>
> Regards,
> Harsh
>
> On Wed, Jul 20, 2016 at 9:17 AM, Mark Rushton <mark.rush...@talk21.com>
> wrote:
>
>> **
>> OS3 from Quindell software. eTom compliant.
>>
>> Sent from my iPhone 6 
>>
>> On 19 Jul 2016, at 19:05, Joe D'Souza <jdso...@shyle.net
>> <jdso...@shyle.net>> wrote:
>>
>> **
>>
>> To the best of my knowledge there isn’t a ready made tailored extension
>> to the classes you are looking for. You would need to custom build these.
>> If I recall correctly, there used to be a lightweight extension available
>> for telecom customers to plug into the CMDB in the past but I do not think
>> it was further developed to incorporate newer classes that surfaced with
>> time in the telecom market.
>>
>>
>>
>> Joe
>>
>>
>> --
>>
>> *From:* Action Request System discussion list(ARSList) [
>> mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] *On Behalf Of *Harsh
>> *Sent:* Tuesday, July 19, 2016 10:34 AM
>> *To:* arslist@ARSLIST.ORG <arslist@arslist.org>
>> *Subject:* Re: CMDB extension for Telecom Network
>>
>>
>>
>> **
>>
>> Thanks everyone, i checked OS3 extension on BMC site and it doesn't
>> support version 9.
>>
>>
>>
>> Is there any other extension available  ? or we need to create custom
>> classes for the same.?
>>
>>
>>
>> Regards,
>>
>> Harsh
>>
>>
>>
>> On Tue, Jul 19, 2016 at 3:32 PM, Rick Cook <remedyr...@gmail.com> wrote:
>>
>> **
>>
>> We had to build a custom subclass off of Connectivity Segment.
>>
>> Rick
>>
>>
>>
>> On Jul 19, 2016 03:07, "Satya Gandhi" <satya.gan...@gmail.com> wrote:
>>
>> **
>>
>> A look at the screen shots on the Quob Park Os3 Framework looks eerily
>> similar to Quindell OS3 solution
>>
>>
>>
>> Satya
>>
>>
>>
>> On 19 July 2016 at 10:19, Rüdiger Tams <ruedi...@tams.de> wrote:
>>
>> **
>>
>> I think Quindell is now Quob Park...
>>
>> Kelvin Tan Kailun <mcla...@gmail.com> hat am 19. Juli 2016 um 11:06
>> geschrieben:
>>
>>
>>
>> **
>>
>> What about Quindell *OS3* Frameworks ?
>>
>>
>>
>> On Tue, Jul 19, 2016 at 4:51 PM, Rüdiger Tams <ruedi...@tams.de> wrote:
>>
>> **
>>
>> I do not know about an extension of CMDB 9.x for telecommunication CIs
>> from BMC... maybe with the ADDM product?
>>
>> Or maybe this could work...? AFAIK this is (was?) based on BMC Remedy
>> ITSM.
>>
>> http://www.quobparksolutions.com/solutions/os%C2%B3-frameworks/
>>
>> regards
>>
>> Rüdiger
>>
>> Harsh <chaudhar...@gmail.com> hat am 19. Juli 2016 um 10:26 geschrieben:
>>
>>
>>
>> **
>>
>> Hi Everyone,
>>
>>
>>
>> Could you please let me know if there is any cmdb extension available for
>> telecom networks like node, circuit, links etc. for 9.1 version.
>>
>>
>>
>> --
>>
>> *Thanks & regards*
>> *“Harsh Chaudhary”*
>> * "**Impatience never commanded success**"*
>>
>>
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>>
>> --
>>
>> *Thanks & regards*
>> *“Harsh Chaudhary”*
>> * "**Impatience never commanded success**"*
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> *Thanks & regards*
> *“Harsh Chaudhary”*
> *"Impatience never commanded success**"*
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy

[Carl Wilson]

Hi,

Normally the following applies:

 

SLA - Agreement with the Customer for a defined Target with
penalties/rewards for late/on time delivery.

OLA - Agreement between delivery teams that are fulfilling the request e.g.
Support Groups such as L1, L2, L3, etc. [this should be a product of the
overall SLA i.e. the OLA's should not exceed the overall SLA to the
customer, but should be a breakdown of the total SLA].

UPC - Agreement with a third party vendor i.e. External provider.

 

So, in your example:

 

1.  A customer reports a Service that is delivered to them is down "Email".
The ticket is created that carries an overall "SLA" (agreement with Customer
on defined Service Targets for up time e.g. 95%).  The moment the ticket is
raised, an SLA is applied and starts measuring.

2.  A Support agent is assigned and works the request.  It may transition
between internal support groups to resolve e.g. Level 1 (Support Desk),
Level 2 (SMA - Subject Matter Expert), Level 3 (Engineer, etc).  The OLA's
form the basis of the SLA e.g. if a SLA has 8hr resolution time, each time
may have a defined period of time to resolve i.e. Level 1 = 4hrs, Level 2 =
3hrs, Level 3 = 1hr (Total = 8hrs = SLA).  You would therefore base the
"OLA" targets based on the Support Groups. (not the overall "Status" of the
request which would determine the SLA e.g. Start = Assigned, Stop =
Completed).  Each OLA would start when the Assigned Group changes, therefore
measuring the time each group spent working the request.

3.  If a third party vendor is required to be involved, then you may
"suspend" (pend) the SLA/OLA until the third party vendor resolves the
issue, where the SLA/OLA would stop and not continue until the vendor has
completed the work.

 

In the above, the OLA's per team are a product of the SLA defined with the
customer i.e. you could not have a total OLA (combination of all OLA's) that
are longer than the overall SLA.  The OLA's are a breakdown of the total
SLA.

 

The "Service" should define the SLA, the interaction between resolver teams
will determine the OLA's that are defined between the resolver teams with
respect to the SLA e.g. a breakdown of the SLA into periods that each
resolver team has to perform their work with respect to the overall SLA (not
exceeding the overall SLA).

 

------

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: 17 June 2016 19:58
To: arslist@ARSLIST.ORG
Subject: Re: Let's discuss best practices on SLM between the SLA and OLA
relationship for BMC Remedy

 

** 

Looking at a pure ITIL approach.

 

Process Started

 

Incident - Email not working; Email SLA/OLA attached

 

Incident sent to next tier, where they determined it is a network issue.  At
this step a Problem ticket would be opened, the Incident would be related,
and any SLA/OLA for the Problem ticket would be generated.

 

More than likely the next step would be to issue a Change Request to fix the
network issue, which in turn may have additional SLA/OLA attached.

 

 

Good Luck,

 

Brian

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Johnson
Sent: Friday, June 17, 2016 1:30 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Let's discuss best practices on SLM between the SLA and OLA
relationship for BMC Remedy

 

** 

The more I work on trying to provide best practices to a customer on SLM,
the more I feel like I'm just not there in being able to fully explain the
concepts and correctly guide them on how to configure the SLAs and OLAs.
There are two parts to my issue with SLM: the first part is with the
concepts around SLM (services, SLAs, and OLAs) and the second part is with
implementing them in BMC Remedy.  Please provide any comments you have on my
thinking.

 

1.  Concepts

1.  Services

1.  There are two main types of services: Internal/External Customer
Facing Services (IT services) -- let's call them Parent Services and
Supporting Services (IT Provider services)-- let's call them Child Services.
The Child Services should support the Parent Services. Many Child Services
may make up a Parent Service.

2.  Service Level Agreements

1.  These are agreements for the Parent Services

1.  Example: Email

3.  Operational Level Agreements

1.  These are agreements for the Child Services

1.  Example: Exchange, Network, Database

2.  Configuration based on concepts above

1.  Atrium Service Catalog

1.  You would define your services

2.  Service Level Agreements

1.  You would create an SLA and relate a Parent Service

2.  Regarding Incident Management, you would setup the SLA and then
relate service targets to it. Typically the service target would only
include the related 

Re: SRD Mapping for Change Requests

[Carl Wilson]

Hi Sandra,
If a field does not exist in the Interface_Create form, it cannot be used 
within SRM to push a value through.  However, if it exists and is not available 
as a mapping you can add in the CAI configuration to "expose" it for use with 
SRM.

You can customise the forms to add any fields as required (custom or existing), 
this will consist of performing the following:

- Add required fields from the Change form to the Interface and 
Interface_Create forms (adding to both is for consistency if wanting to update 
the request), ensuring you keep the same ID's where possible.
- Update the Filter on the Interface_Create form (CHG:ICI:CreateChange_100`!) 
to include the new fields added above.
- Update CAI configuration to expose the field to the AOT and CAI Engine.  This 
is the "SYS:Form Field Selection" and "SRM:AppTagetData" forms.

https://communities.bmc.com/thread/148025

If using existing fields already available on the Interface_Create but not 
available in SRM, then you can just perform the CAI exposure configuration to 
make it available.

https://communities.bmc.com/message/578105#578105
------

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra H CTR DSS DSS HQ (US)
Sent: 02 June 2016 21:41
To: arslist@ARSLIST.ORG
Subject: SRD Mapping for Change Requests

We are heavily using SRM; lots of SRDs for consumption including SRDs for 
Change Management. 

For a Work Order SRD, SR Field Mapping will push data from the SR Type Field on 
the Service Request to its corresponding WO Type Field on a Work Order. Can 
this mapping be done on a Change Request? 

My thought was to use the z1D Char fields but they are not present on the 
CHG:ChangeInterface_Create form.  Unlike the WOI:WorkOrderInterface_Create form 
which holds the WO Type Fields, the CHG:ChangeInterface_Create form does not 
have similar fields. 
Can SR Field Mapping that pushes data to the Service Request push data to a 
Change Request? If not, how about a Filter that fires on SR submit to push in a 
SR Field Type to a z1D Char field?

Your feedback is appreciated. Thank you,

Sandra

ARS/ITSM 8.1.01
SQL db


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Re: How to prioritise the Knowledge Articles while search from the Requestor Console for the End Users?

[Carl Wilson]

https://docs.bmc.com/docs/display/public/srm81/Displaying+popular+articles

--

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
Sent: 31 May 2016 08:44
To: arslist@ARSLIST.ORG
Subject: Re: How to prioritise the Knowledge Articles while search from the 
Requestor Console for the End Users?

Still waiting for the response.

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Re: AR Utilities Saga continues

[Carl Wilson]

Hi Joe,

Yes, I have the 8.0 version and it works perfectly.

You cannot transfer licenses between version, however as Jason has mentioned
the older version still work against the newer ARS versions but there are
some additional features that are missing.

 

Cheers.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 25 February 2016 05:04
To: arslist@ARSLIST.ORG
Subject: Re: AR Utilities Saga continues

 

** 

Does it even work anymore? I had a license key years ago purchased for me
when working for a consulting firm called BearingPoint and applied to one of
my older laptop that I might have lying around somewhere but didn't bother
to port it on my new hardware assuming it may not be compatible with newer
versions of the AR System.

 

Would the old key work with the new version of the utilities and the new
versions of ARS?

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Monday, February 22, 2016 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR Utilities Saga continues

 

Hi Jason,

 

That is exactly for the help I was hoping to obtain. I was able to find my
valid key on the old workstation and apply to the new.

 

Thank you.

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 19, 2016 4:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Utilities Saga continues

 

** 

I see my license key in the registry:
HKEY_CURRENT_USER\Software\ARUtilities75

 

On Fri, Feb 19, 2016 at 11:46 AM Brittain, Mark <mbritt...@navisite.com>
wrote:

** 

Hi All & TGIF

 

As you may recall I am having issues installing ARUtilities 7.6 on my new
workstation and after a few tries did get it installed. However I cannot
find the license key. I have tried emailing support but I'm guessing they're
not there anymore. Is there any way to recover the license key from a
machine that was properly licensed? I see there are a few crack programs out
there but hesitate to go there as I have been burned before on such site.

 

Thanks

Mark

 

Mark Brittain

Sr. OSD Systems Engineer

ITILv3 Foundation, Continual Service Improvement

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 

 


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Re: AR Utilities Saga continues

[Carl Wilson]

Hi Mark,

I have licenses for last 3 versions of ARUtilities, and I have never had an
issue with support (from Les) or any issues with the program installation.  

It is one of the most useful tools in my arsenal of programs that I use day
to day.

 

Due to the lost cost of the program, and that fact that it is such a great
utility, I would suggest that you do not mention that you are even thinking
of "hacking/cracking" this program.  This is really an insult to the
developer and any other developers out there who put in the hard work to
create a program and offer this to the community at such a low cost.

 

You should have retained the original email containing the details of your
license, if not then I do not have any sympathy for you if you cannot manage
your affairs and cannot "find" the license.

 

Please don't insult us developers on an open forum that create programs and
offer them at a "reasonable" price for all to benefit from.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 19 February 2016 19:46
To: arslist@ARSLIST.ORG
Subject: AR Utilities Saga continues

 

** 

Hi All & TGIF

 

As you may recall I am having issues installing ARUtilities 7.6 on my new
workstation and after a few tries did get it installed. However I cannot
find the license key. I have tried emailing support but I'm guessing they're
not there anymore. Is there any way to recover the license key from a
machine that was properly licensed? I see there are a few crack programs out
there but hesitate to go there as I have been burned before on such site.

 

Thanks

Mark

 

Mark Brittain

Sr. OSD Systems Engineer

ITILv3 Foundation, Continual Service Improvement

NaviSite, Inc. - A Time Warner Cable Company

 <mailto:mbritt...@navisite.com> mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 

 

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proprietary information, which is privileged, confidential, or subject to
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Re: Email System Issue - Emails not Appending to Worklog

[Carl Wilson]

Hi Garrett,
This is a keyword used in Email Templates by the email engine, this is why it 
is forms part of the Filter qualification by BMC.

e.g. Action: Submit

As is one of the label / value pairs if using email templates to create 
requests, one can assume BMC placed this in there so as not to be able to 
double create and entry via RBE if you used the old incoming Email Templates as 
well. 
You could actually narrow the qualification down even further to check for the 
use of an Email Template by add in some additional label / value pairs that 
would be present with an incoming Template request:

e.g. ('Message Type' = "Incoming") AND (NOT ('Plain Text Body' LIKE 
"%Action:%")) AND (NOT ('Plain Text Body' LIKE "%Schema:%")) AND (NOT ('Plain 
Text Body' LIKE "%Server:%"))

If you are not using the incoming Email Template functionality at all, then 
there should be no issue in using what BMC have recommended.

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrett Sitter
Sent: 08 February 2016 15:22
To: arslist@ARSLIST.ORG
Subject: Email System Issue - Emails not Appending to Worklog

Hello everyone,

We've been having problems recently with certain email messages not appending 
to the worklog properly even though they meet the required RBE rules.  After 
doing some logging, we were able to narrow down the problem to the following 
filter:

INT:RBEEML:Email-S920-PushRBEMessage

Out of the box, the Run If qualification for this filter causes it to execute 
if the following condition is met:

('Message Type' = "Incoming") AND (NOT ('Plain Text Body' LIKE "%Action:%"))

This is causing problems for us, as several of our service requests contain a 
question with the phrase "Action:".   As a result, any emails in reply to the 
assignment notification email (or any email that contains the phrase "Action:") 
will not to append to the worklog, as they fail to meet the qualification of 
the above filter and do not get pushed to the RBE.  As a workaround, we have 
changed "Action:" to "Action :" on the affected service requests.  

BMC Support has advised us that it is OK to remove the latter half of the 
qualification, changing it to the following:

('Message Type' = "Incoming")

So far, I haven't run into any issues in our dev environment, but I am not 
confident at all in the support I received from BMC.  They spent weeks before 
this was discovered trying to convince me that the problem stemmed from a 
licensing issue, which I knew was not the case.  As such, I'm a bit hesitant to 
implement this modification and potentially break the email system in our 
production environment based on their advice.  I figured I'd double check with 
the List to make sure that making this modification would not cause any issues. 
 Is there any workflow-related reason that emails with the phrase "Action:" in 
the body need to be filtered?

Thanks in Advance,

Garrett Sitter
Service Management
State Employees’ Credit Union
919-376-2911

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Re: AR Utilities Alternative

[Carl Wilson]

Hi,

I use the latest version (and even 7.6) with no issues, great tool.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: 05 February 2016 20:27
To: arslist@ARSLIST.ORG
Subject: AR Utilities Alternative

 

** 

Hi All & TGIF,

 

Back in the day of AR 6.3 I was very happy with AR Utilities. Now that we
have migrated to 7.6 I have had problems installing the 7.6 (missing DLL) or
not being able to add more than one server. Support has been totally
unresponsive. There were a bunch of features that I liked finding table
ID's, running external queries before putting them in an active link or
filter, exporting data for reports. If anyone is aware of an alternative
that does what AR Utilites did, it would be great to hear about it.

 

Thanks

Mark

 

Mark Brittain

Sr. OSD Systems Engineer

ITILv3 Foundation, Continual Service Improvement

NaviSite, Inc. - A Time Warner Cable Company

 <mailto:mbritt...@navisite.com> mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 

 

  _  


This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
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the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
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unlawful. If you have received this E-mail in error, please notify the
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Re: Help with AIE

[Carl Wilson]

Hi Bala,

 

> During data exchange, field mappings between remedy & the source system
will be defined. Since AIE is no longer available in the latest versions,
you cannot see the documents .

 

Incorrect, all legacy documentation is still available on the docs site:

 

https://docs.bmc.com/docs/display/public/ac7604/PDFs

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Charters
Sent: 28 January 2016 16:26
To: arslist@ARSLIST.ORG
Subject: Re: Help with AIE

 

** 

9.x no longer uses AIE, that is correct, however the 7.6.04 Admin Guide
contains information about AIE. If you want me to send it to you off List
just let me know, but you probably already have it I am guessing. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Bala iLink
Sent: Thursday, January 28, 2016 5:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Help with AIE

 

** 

Mark,

 

You need to define the data source & data exchanges for creating AIE jobs.

 

During data exchange, field mappings between remedy & the source system will
be defined. Since AIE is no longer available in the latest versions, you
cannot see the documents .

Thanks, 

Bala

  _  

From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG>
on behalf of Brittain, Mark <mbritt...@navisite.com>
Sent: Friday, January 22, 2016 5:17 PM
To: arslist@ARSLIST.ORG
Subject: Help with AIE 

 

** 

Hi All & TGIF,

 

I need to set an AIE job to get data from an external source each night and
don't know where to start. I know what the external data is and where I want
to put it.  I have looked at some of the AIE jobs previously set up and it's
not jumping out at me how to get started. I did look for documentation at
BMC but came up empty there. If anyone knows where I can find the
documentation to get started, that would be much appreciated

 

ARS 7.6.04 SP5

ITSM 7.6.04 SP2

 

Thanks

Mark

 

Mark Brittain

Sr. OSD Systems Engineer

ITILv3 Foundation, Continual Service Improvement

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 

 

  _  


This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
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Re: How to add new values in the Status reason for the Asset?

[Carl Wilson]

Hi,
You have asked the same question on the BMC Communities where information has 
been shared on how to achieve this (along with the links I have sent).
Not sure why you are also still asking for the information here?

I suggest that you continue to work with the users on the Communities along 
with all the available information on how to add a Status Reason to other 
applications (as the same principle applies for AST:Attributes).

Kind Regards,
 
Carl Wilson
 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
Sent: 25 January 2016 11:07
To: arslist@ARSLIST.ORG
Subject: Re: How to add new values in the Status reason for the Asset?

Waiting for the response on it.

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Re: Code for pushing People changes to existing tickets etc... Is this needed?

[Carl Wilson]

I concur, the Data Wizard should be used for these updates.  However, there
are still issues in 8.x where certain forms are missed.
We ended up writing an AI job to simulate the functions and update the
missing forms.

Kind Regards,
Carl Wilson
On 21 Jan 2016 19:59, "Jarl Grøneng" <jarl.gron...@gmail.com> wrote:

> **
> Hi
>
> Have you looked into the Data Wizard Console? You can change a persons
> name using this application.
>
> Regards,
> Jarl
>
> 2016-01-21 9:46 GMT+01:00 David Charters <da...@charterstechnologies.com>:
>
>> **
>>
>> All,
>>
>>
>>
>> So in the last six months I ran into a little house keeping bug in the
>> People form (Now CTM:People). Let’s say someone gets married and there last
>> name changes or after years of Remedy being its own source of truth you
>> started using something like Active Directory to populate/update CTM:People
>> , or for an unusual reason (since this one is rare) someone’s email
>> changes. These changes might be pushed from something like AD or maybe they
>> are manually changed directly in the CTM:People form, either way it didn’t
>> matter.
>>
>> What we found was that these changes did not propagate out to other forms
>> like Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda
>> Smith then her name is changed to Linda Jones in CTM:People the Assignee
>> still says Linda Smith even though you changed her last name in people to
>> Linda Jones, or let’s say Steve becomes Steven due to an AD update. There
>> are several fields on CTM:People that might change for a good reason, yet
>> only the new records (Incidents, Changes, Approvals, etc… ) going forward
>> have the new data like name, email address, Manger etc…
>>
>>
>>
>> So when my reporting guy is trying to run reports for all of Linda
>> Smith’s ticket’s or Steven’s approvals but now their names are different he
>> doesn’t get all of the data back, unless he changes the report or query in
>> general. Let’s also say you have a reporting staff that does not want to
>> have to adjust reports every time something like this changes (kind of
>> can’t blame them).
>>
>> In the system I was working with there were a ton of changes because they
>> switched to having an external system set the CTM:People data and it didn’t
>> use Nicknames only their legal names. So I had several hundred People
>> records that related to over 100,000 rows (spanning Change, Incident,
>> Problem, SLM etc…) where the name in the ticket no longer matches the name
>> in CTM:People. Keep in mind their User ID which should be a Unique index
>> did not change.
>>
>> I don’t recall ever running into this before, so I assumed I was just
>> missing something like running some kind of reconciliation job that didn’t
>> used to exist. After all having people as relational items is relatively
>> new OOB code, so I might have missed something. So first I of course read
>> the docs again and then I called support. After 3 days back and forth they
>> said nope there is nothing out of the box that will propagate this data.
>> They said the is  fix is you don’t change the existing people data you
>> create new people records (which by the way I don’t remember any such
>> process in ITIL training). Tis would STILL leave the same gap however.
>>
>> So after all of this the names are still different. So I ended up writing
>> custom code to push all of these changes everywhere they needed to go,
>> which was many many different places. I wrote code to change the existing
>> disconnects and I used direct SQL so it would run much faster, allow me to
>> modify closed tickets, and in general bypass any workflow that these
>> updates might trigger. Using direct SQL straight into the database is
>> something I always fear doing. It’s never a smart idea if you can avoid it.
>> Since most them where not even linked back to People or User by a User ID
>> or GUID of some sort, I couldn’t just change a User ID or GUID in each
>> record, if Linda Smith was in 3 different places on the same form I had to
>> change all of those fields on that form.
>>
>>
>>
>> So based on this scenario I have 2 questions.
>>
>> 1.  Is there an “already built in way” that anyone knows of, that
>> would automatically propagate these changes which support and I missed?
>>
>> 2.   If there isn’t a built in way that I missed, do you guys think
>> it would be useful if I make the code I wrote more generic (based only on
>> out of the box items) and published it to the communities? 

Re: Code for pushing People changes to existing tickets etc... Is this needed?

[Carl Wilson]

Hi,
As BMC now include the UDM Data load sheets, updates "should" be directed
through these (as they contain validation code, etc). That said, I have not
checked that they would do all of what you would want to update.

Kind Regards,
Carl Wilson
On 21 Jan 2016 20:13, "David Charters" <da...@charterstechnologies.com>
wrote:

> **
>
> Yes, that makes sense but this was a web services push from a custom in
> house AD system. I don’t think we could have pushed this through the
> console and bypassed all of the system workflow, for example what would it
> do with closed tickets, and Incident would see it as an update to the
> Assignee and trigger off the corresponding code.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jarl Grøneng
> *Sent:* Thursday, January 21, 2016 3:56 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Code for pushing People changes to existing tickets etc...
> Is this needed?
>
>
>
> **
>
> Hi
>
>
>
> Have you looked into the Data Wizard Console? You can change a persons
> name using this application.
>
>
>
> Regards,
>
> Jarl
>
>
>
> 2016-01-21 9:46 GMT+01:00 David Charters <da...@charterstechnologies.com>:
>
> **
>
> All,
>
>
>
> So in the last six months I ran into a little house keeping bug in the
> People form (Now CTM:People). Let’s say someone gets married and there last
> name changes or after years of Remedy being its own source of truth you
> started using something like Active Directory to populate/update CTM:People
> , or for an unusual reason (since this one is rare) someone’s email
> changes. These changes might be pushed from something like AD or maybe they
> are manually changed directly in the CTM:People form, either way it didn’t
> matter.
>
> What we found was that these changes did not propagate out to other forms
> like Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda
> Smith then her name is changed to Linda Jones in CTM:People the Assignee
> still says Linda Smith even though you changed her last name in people to
> Linda Jones, or let’s say Steve becomes Steven due to an AD update. There
> are several fields on CTM:People that might change for a good reason, yet
> only the new records (Incidents, Changes, Approvals, etc… ) going forward
> have the new data like name, email address, Manger etc…
>
>
>
> So when my reporting guy is trying to run reports for all of Linda Smith’s
> ticket’s or Steven’s approvals but now their names are different he doesn’t
> get all of the data back, unless he changes the report or query in general.
> Let’s also say you have a reporting staff that does not want to have to
> adjust reports every time something like this changes (kind of can’t blame
> them).
>
> In the system I was working with there were a ton of changes because they
> switched to having an external system set the CTM:People data and it didn’t
> use Nicknames only their legal names. So I had several hundred People
> records that related to over 100,000 rows (spanning Change, Incident,
> Problem, SLM etc…) where the name in the ticket no longer matches the name
> in CTM:People. Keep in mind their User ID which should be a Unique index
> did not change.
>
> I don’t recall ever running into this before, so I assumed I was just
> missing something like running some kind of reconciliation job that didn’t
> used to exist. After all having people as relational items is relatively
> new OOB code, so I might have missed something. So first I of course read
> the docs again and then I called support. After 3 days back and forth they
> said nope there is nothing out of the box that will propagate this data.
> They said the is  fix is you don’t change the existing people data you
> create new people records (which by the way I don’t remember any such
> process in ITIL training). Tis would STILL leave the same gap however.
>
> So after all of this the names are still different. So I ended up writing
> custom code to push all of these changes everywhere they needed to go,
> which was many many different places. I wrote code to change the existing
> disconnects and I used direct SQL so it would run much faster, allow me to
> modify closed tickets, and in general bypass any workflow that these
> updates might trigger. Using direct SQL straight into the database is
> something I always fear doing. It’s never a smart idea if you can avoid it.
> Since most them where not even linked back to People or User by a User ID
> or GUID of some sort, I couldn’t just change a User ID or GUID in each
> record, if Linda Smith was in 3 different places on the same form I had to
> change all o

Re: Reg: Group form permission issue

[Carl Wilson]

Sounds like a difference between the User form and the User Cache (Cache
Corruption).

I have seen some strange things lately with Remedy and the User Cache (on
8.x) where they only way to get Users access back was to run a re-cache on
the server (command line) as a restart did not sort the issues.

The only problem with running the command line is the time it takes to drop
and rebuild the cache.

Kind Regards,
Carl Wilson
On 22 Jan 2016 13:26, "Pandi C" <arunpand...@gmail.com> wrote:

> **
>
> **
> Yes, Administrator group is showing in Group List value.
> On 22 Jan 2016 2:18 a.m., "Chetan Shinde" <chetanshi...@gmail.com> wrote:
>
>> **
>> Check the Group List value in the 'User' form, it should contain the
>> Administrator group.
>>
>> Regards,
>> Chetan Shinde
>>
>> On Thu, Jan 21, 2016 at 2:18 PM, Pandi C <arunpand...@gmail.com> wrote:
>>
>>> **
>>> Hello_
>>>
>>> Administrator User not able to access the remedy Group form. We have
>>> removed and updated Administrator permission again on the user people
>>> record, even though getting attached below error message when trying to
>>> open Group form url.
>>>
>>> ARERR[9264] You have no access permission to the form Group.
>>>
>>> Kindly check and let me know if anyone face this issue??? for the
>>> solution.
>>>
>>> --
>>> C.Pandi
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: How to add new values in the Status reason for the Asset?

[Carl Wilson]

Hi,

>From the later versions, the Asset Status is not housed on the Base Element 
>form (CMDB) but on "AST:Attributes" form:

 

https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_technologies/bmc_atrium_cmdb/blog/2013/10/18/the-pulse-understanding-tools-and-guidelines-for-extending-your-asset-and-cmdb-data-model

 

The communities has a number of discussions on how to add/edit attributes.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Virgilio Felonia
Sent: 18 January 2016 18:05
To: arslist@ARSLIST.ORG
Subject: Re: How to add new values in the Status reason for the Asset?

 

** 

I forgot to mention to edit the Base Element class.

 

virgilio

 

 

On Mon, Jan 18, 2016 at 11:03 AM, Virgilio Felonia <vfelo...@gmail.com> wrote:

 

You have to edit the Status Reason attribute from the Class Manager.  Add the 
values and the ID values (1000;2000;3000;4000;5000;6000). Make sure you save it 
and it should synchronize with the master object

 

virgilio

 

On Mon, Jan 18, 2016 at 10:59 AM, Virgilio Felonia <vfelo...@gmail.com> wrote:

Abhi,

 

 

On Mon, Jan 18, 2016 at 7:27 AM, Abhishek Anand <abhi.masc...@gmail.com> wrote:

Hi Experts,



Anyone having idea for how to add custom values to the status reason on Asset 
in 8.1.02 version.



Ex -

Status – Status Reason

Disposed – Lost/Stolen/Disposed……





Cheers,

Abhi.

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Re: Automated Atrium Integrator Job Monitoring in 8.1.2 environment

[Carl Wilson]

Hi,

You can add "Global" parameters in the "kettle.properties" file (in the
.kettle directory under the diserver sub directory) such as the below where
you can log the status of the Jobs/Transforms/Etc either to a file or a form
(xxx_LOG_TABLE) within AR System that you could utilise in monitoring to
check the status of your AI Jobs:

 

Example Parameters:

 

KETTLE_TRANS_PERFORMANCE_LOG_TABLE=UDM\:StepPerformanceLog

KETTLE_TRANS_PERFORMANCE_LOG_SCHEMA=

KETTLE_CHANNEL_LOG_DB=MPS-ARSystem

KETTLE_STEP_LOG_SCHEMA=

KETTLE_JOB_LOG_DB=MPS-ARSystem

KETTLE_LOG_SIZE_LIMIT=0

KETTLE_TRANS_LOG_TABLE=UDM\:TransformationLog

KETTLE_JOBENTRY_LOG_SCHEMA=

KETTLE_STEP_PERFORMANCE_SNAPSHOT_LIMIT=0

KETTLE_TRANS_LOG_DB=MPS-ARSystem

KETTLE_JOBENTRY_LOG_TABLE=UDM\:JobEntryLog

KETTLE_STEP_LOG_DB=MPS-ARSystem

KETTLE_STEP_LOG_TABLE=UDM\:StepLog

KETTLE_PLUGIN_CLASSES=

KETTLE_TRANS_ROWSET_SIZE=0

KETTLE_TRANS_LOG_SCHEMA=

KETTLE_JOB_LOG_SCHEMA=

KETTLE_TRANS_PERFORMANCE_LOG_DB=MPS-ARSystem

KETTLE_MAX_LOG_TIMEOUT_IN_MINUTES=0

KETTLE_EMPTY_STRING_DIFFERS_FROM_NULL=N

KETTLE_CHANNEL_LOG_SCHEMA=

KETTLE_JOB_LOG_TABLE=UDM\:JobLog

KETTLE_JOBENTRY_LOG_DB=MPS-ARSystem

KETTLE_SHARED_OBJECTS=

KETTLE_MAX_LOG_SIZE_IN_LINES=1000

KETTLE_CHANNEL_LOG_TABLE=UDM\:LoggingChannelLog

 

Alternately, you can turn on individual Job logging via the Spoon Client.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Gavin
Sent: 13 January 2016 15:31
To: arslist@ARSLIST.ORG
Subject: Automated Atrium Integrator Job Monitoring in 8.1.2 environment

 

** 

Hi All,

 

Has anyone implemented any type of automation of job monitoring to alert
your team when an AI job fails?  Outside of checking the AI console on a
daily basis we are not finding it easy to monitor our AI jobs to verify they
are running as scheduled.  Thanks for sharing any input you may have.

 

Best Regards,

 

Gavin

 

 

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Re: SRM Interface Create Question - Probably a Beginner Question

[Carl Wilson]

Hi,
The SRM interface form is not designed to accept question answers, so it
can only be used to invoke a simple request.

If you require to map variables through, you need to use the CAI interface
form to populate the variables and trigger the associated actions that
would occur when invoking from SRM directly.

Kind Regards,
Carl Wilson
On 5 Nov 2015 19:00, "Kevin Shaffer" <kshaf...@partneritsm.com> wrote:

> **
>
> ARS 7.6.04
>
> SRM 7.6.04
>
>
>
> I am sure this is a beginner’s question so I apologize up front.
>
>
>
> Scenario
>
> I have a basic PDT with a condition.  The question is “Is the Sky Blue”,
> if Yes it will create an Incident, if No it will create a Work Order.
>
> When I submit a request through the Request Entry Console I get my desired
> results.
>
>
>
> Issue
>
> We are using SRM:Interface_Create form for an integration point.  I don’t
> know how we answer the questions using the interface create form so what we
> did was put the answer to the question “Is the Sky Blue” in SR Type field
> 1.  In my SRD on the Variable Mapping I have my variable “SkyBlue” mapped
> to ‘SR Field 1’ and on the SR Field Mapping tab I have SR Type 1 mapped to
> “SkyBlue” (internally represented response).  In the interface create form
> I see SR Type 1 populated with Yes or No but it is not passing to the
> SRM:Request form, therefore all records created in the interface create
> form are creating work orders because the condition is being met for Work
> Orders
>
>
>
> Questions:
>
>
>
> 1.Do I have this configured wrong?
>
> 2.   When would I use User Displayed Response vs Internally
> Represented Response?
>
> 3.   When I create a Service Request via Request Entry console, I can
> click on Request Details and see the responses to my question on the first
> tab.  When I create a Service Request via WebServices, and then check the
> status by clicking on Request Details on the Request Entry Console, the
> responses to my question cannot be seen.  Is this expected behavior?
>
>
>
> Hope this makes sense.  Bottom line is I need the web service to create a
> request based on the response to a question.
>
>
>
> Any direction would be appreciated.
>
>
>
> Thanks
>
>
>
>
>
> [image: Partner Logo-EmailSig] <http://www.partneritsm.com/>
>
> Kevin Shaffer, Senior Partner
>
> Partner IT, Inc.
>
> (O) 888-380-8899
>
> (C) 316-208-5341
>
> (F) 708-887-1704
>
>
>
> [image: ZA104088553] <https://twitter.com/partnerITSM> [image:
> ZA104088555] <http://www.linkedin.com/company/partner-it-inc-> [image:
> ZA104088556] <https://www.youtube.com/user/partnerITSM>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Serious flaw in BMC Remedy Licensing

[Carl Wilson]

Hi,
Although you have found this, BMC will actually report this as being correct.  
Reasoning being is that with the "Breadcrumb" bar in the newer versions, you 
actually write back to the User Preferences form (and potentially other Forms 
where settings are stored) when opening the various Consoles, Forms and other 
backend forms which in fact does require the "Write" license (so the system 
"switches" to a Write license).
The way the Overview Console, Application Consoles and "Customisable Home Page" 
works in the later version forces the "Write" license due to the above (and 
Search Preferences, etc). 

Is is right or wrong?  Matter of opinion.

I have a number of customers who are currently questioning this logic with BMC 
...

Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: 30 October 2015 22:17
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Hi,

This might be considered a flaw, and if my information is correct it has been 
fixed in version 8.1.f I you use the OVERVIEW CONSOLE in 8.1.x it does NOT 
consume any application write licenses. This is something that I have read 
somewhere, and I have not tried to prove it myself. So Ryan, are you using a 
version prior to 8.1?

In all other circumstances any access to data in a form will "grab" the write 
token id one is available. This has worked the same way since the beginning, 
and I personally started with version 1.1...

If a license token is not available you will get a FLOATING READ, and will get 
an error first when you try to modify data.

As for APPLICATION LICENSES they work the same way, but only "grab" the license 
token when you access form data in a form tagged for that specific 
applications. Some forms are tagged, and some are not tagged.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Didn't think BMC wanted me to post this on their communities but we 
> have found what I would consider a serious flaw in the way that BMC 
> counts a license against a user.
>
> Here is the scenario:
>
> User A has been giving a FLOATING license for Incident.   User A has his IT
> home page configured as overview console to display all INC's, CR's, 
> and TASKS assigned to his group.
>
> User A's support group has NO incidents assigned to it.
>
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
>
> User A refreshes his overview console every half hour.   Since the "write"
> license doesn't switch back over to "read" for 15 minutes, he is 
> virtually consuming a "write" license for Incident all day long.
>
> And this is the really stupid part.  He has never even opened an Incident.
>
>
> What we have found through our use of the RRR License tool is that 
> some of our top "Incident License" users are people who have NEVER even 
> opened an
> Incident.   We've taken the list of people who (according to BMC) have
> consumed an Incident "write" license and searched for their login ID in the
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't
> in there.
>
> So, this begs the question.  Has anybody else figured this out?  If 
> so, does it bother you as much as it bothers us that a user who has 
> been given an Incident User (FLOAT) license and NEVER uses it, can 
> still cost your organization money in license fees?
>
> I know we can adjust our licenses and give out Incident viewer but it 
> seems like an administrative nightmare to figure out who should get 
> what when the real answer would be for the tool to do a better job of 
> counting who is really using a license.
>
> __
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>

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Re: Nested PDT'S - Yes or No?

[Carl Wilson]

Hi,

The only issue is the export/import of these requests.  I have found that
you have to export them individually as the DMT cannot handle the nested
PDT's.

I have used a couple of nested PDT's in a process where I pass in variables
from the Parent PDT (Internal) with no issues, the only caveat was the above
when moving between environments.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ali Khan
Sent: 29 October 2015 18:05
To: arslist@ARSLIST.ORG
Subject: Nested PDT'S - Yes or No?

 

** 

SRM Experts,

 

I've a small question, are there any outstanding issues using Nested PDT'S
(Process Definition Template) in a SRD?

 

SRM Version 8.1.02.

 

Thanks.

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Re: Template with Web Service Submit

[Carl Wilson]

Hi,

Yes, you specify the Template Instance ID on the Interface_Create form to 
utilise an existing Template.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of "Rüdiger Tams (priv)"
Sent: 25 October 2015 11:04
To: arslist@ARSLIST.ORG
Subject: Re: Template with Web Service Submit

 

** 

Hi Mark,

 

as far as I remember there should be a field for a Change Template ID in the 
form CHG:ChangeInterface_Create, right?

 

So - when you use the template by using the template ID and this template has a 
different process workflow defined,

a different than the ootb process workflow, the change created from the 
template should follow your different process workflow.

 

HTH

 

Regards

Rüdiger

 

** 

"Brittain, Mark" <mbritt...@navisite.com> hat am 23. Oktober 2015 um 19:35 
geschrieben:

Hi All & TGIF,

 

I have an external web service which creates a record in the 
CHG:ChangeInterface_Create and then of course creates the CHG:Infrastructure 
Change. The type of Changes being requested are for real simple “quick” changes 
and as such needs to have an abbreviated process flow. If I was manually 
creating this type of change, I could use template containing the abbreviated 
process flow.

 

Is there a way to designate in the CHG:ChangeInterface_Create to use a specific 
template or a specific flow process?

 

ARS 7.6.04 SP5

ITSM 7.6.04 SP2

 

Thanks

 

Mark

 

Mark Brittain

Sr. OSD Systems Engineer

ITILv3 Foundation, Continual Service Improvement

NaviSite, Inc. – A Time Warner Cable Company

mbritt...@navisite.com

Office: 315.634.9337

Mobile: 315.882.5360



 

 


  _  



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.


 

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Re: Figure out current CMDB version

[Carl Wilson]

Hi,

The SHARE:Application_Properties form will tell you what version is
installed.  

Sort by Property Value and look for "Atrium CMDB" for the values.

 

Cheers.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jared Fields
Sent: 22 October 2015 18:32
To: arslist@ARSLIST.ORG
Subject: Figure out current CMDB version

 

** 

Hey guys,

 

I feel like an asshole for asking this, but can anyone tell me how to figure
out what version of the BMC CMDB that I'm running? Is it under the Atrium
Core tab in Remedy? Or can I find out from ADDM?

 

We are On Demand, so I don't think I can just pop into the server and check.

 

Thanks,

Jared

 

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Re: Validation while submission of OOTB SR

[Carl Wilson]

Hi,
We use an additional form for a Person Lookup where you can have a type ahead 
function that you can call via JavaScript.  It is a custom form, but can be 
reused across SRM without the need for AIF's.
We have done this for a number of lookup e.g. People, Cost Centre, CI's, etc. 

https://communities.bmc.com/thread/124768

Actions then can be used to populate additional Read Only questions that expand 
on any of the information coming back from the lookups. 

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vikram betholi@friends
Sent: 17 October 2015 03:18
To: arslist@ARSLIST.ORG
Subject: Re: Validation while submission of OOTB SR

hi onkar,

Yeah we can use the instructions. But I need to have the validation as both the 
fields are not menus and they r just only normal text fields.

In your second point u said Actions and Setfields. As normal Sr will not have 
any basic form where can these actions can be perfomed? Can uplease tell this 
point in more detail

On 10/16/15, Kelly Logan <kelly.lo...@raptek.com> wrote:
> I have used two different methods for similar goals.
>
>1. Query menu fields that are connected to the People form or other
>lists of valid names or data. While the menus themselves can be too 
> large
>to use if there are many options, the typeahead feature is available.
> You
>can make one menu dependent on the last field, but only in one 
> direction,
>say first name is set and then choose last name that matches, or 
> vice versa.
>2. Use Actions on a field to copy the data from the user questions to
>hidden questions that are mandatory. The action can be set with a
>qualification on the second field to fire only if the two name fields
>*don't* match. You will need to have instructions that explain the error
>though because if the names match and the hidden fields aren't set the
>message will point to them, not to the visible name fields.
>
>
> On Fri, Oct 16, 2015 at 7:23 AM, onkar shinde <onkarbshi...@gmail.com>
> wrote:
>
>> **
>> Hi Vikram,
>>
>> With OOTB SR, you need to handle these scenarios by manipulating the 
>> OOTB techniques like:
>>
>> 1. Putting Instructions for each question.
>> 2. Use of Actions and Set Fields.
>> 3. Put the validations on Questions Designed questions such a way it 
>> would be of more obvious answers and should involve no errors made by 
>> end users.
>>
>>
>> Thanks
>> Onkar
>>
>> On Fri, Oct 16, 2015 at 3:41 PM, Vikram_Betholi 
>> <betholi.vik...@gmail.com>
>> wrote:
>>
>>> Hi,
>>>
>>> Can any one please let me know whether there is a way to put 
>>> validations on the OOTB Service Request Management ( without using 
>>> Advanced form)
>>>
>>> Example: Suppose we are creating an OOTB SR with FirstName and 
>>> LastName and then click on the submit button. On submission we need 
>>> to check whether Firstname and LastName are same or not. If they are 
>>> same system should an error message to the user, if not it should 
>>> get submitted without any problem.
>>>
>>> I can do above fucntionality with Advanced forms, but can it be 
>>> achieved thru OOTB SR behavior?
>>>
>>> With Regards,
>>> B.Vikram Simha Reddy.
>>>
>>>
>>> 
>>> ___ UNSUBSCRIBE or access ARSlist Archives at 
>>> www.arslist.org "Where the Answers Are, and have been for 20 years"
>>>
>>
>>
>>
>> --
>> Regards,
>> Onkar Shinde
>> Mobile: +91-7709008719
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> Kelly Logan
> Senior Consultant
> Rapid Technologies, Inc. <http://www.raptek.com>
> Office: 313-651-7169
> Cell: 313-645-4552
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>

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Re: Service Request Help

[Carl Wilson]

Hi,

Also to note, you need to have a "default" option depending on what way you
decide to implement otherwise you end up in the situation of "orphaning" a
request with no fulfilment generated i.e. if no condition matches (no
selection), there is not a "default" AOT/PDT applied (bad practise).

The parallel option is visually easier to see what is happening for what you
want to achieve, cascading the PDT with "LIKE" conditions will work but is
not so representative of what you are actually wanting to achieve.

 

So there are a couple of options you can use here.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 28 September 2015 20:36
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Help

 

** 

I'm not sure if you're aware, but you can use LIKE with your lists as well.
I do something like this with the five most common applications on our
onboarding SRM form.  Basically, I have a condition for each app but using
the same question so it would be like: 'AppList' LIKE "%Visio%", then the
next condition would be something like, 'AppList' LIKE "%Project%".  Each
condition branches off and creates a Work Order requesting that app (which
is actually a different PDT in my case but could just be a set of AOTs.)

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of April McPherson
Sent: Monday, September 28, 2015 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Help

 

** 

What is I put a question called Application(s) and listed all the names of
the available apps that they could choose as check boxes. Then I sent up
conditions for each of the applications  COND:APP! = "Appname as listed in
check box"? Or would I have to list each app with its own question?

 

Private and confidential as detailed here
<http://www.energytransfer.com/mail_disclaimer.aspx> . If you cannot access
hyperlink, please e-mail sender. 

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Re: Service Request Help

[Carl Wilson]

Hi,

As you have each condition being checked sequentially, you would need to
place these in Parallel if you wanted to evaluate multiple options.  If each
Condition is evaluating only one option as Tauf mentions, you would never
get to a "Default" and if it did not match that condition explicitly it
would be bypassed.

 

Example for multiple section:

 



 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of April McPherson
Sent: 28 September 2015 14:18
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Help

 

** 


I thought I had attached my process flow. Let me try again.

  



 


April McPherson

> Date: Mon, 28 Sep 2015 08:47:04 -0400
> From: taufc...@gmail.com
> Subject: Re: Service Request Help
> To: arslist@ARSLIST.ORG
> 
> April,
> Without seeing your process flow, I'm going to assume the reason you are
getting the Bypassed status is because you are using one condition. You will
probably have to create a condition for each choice leading to each AOT that
"could" be selected. 
> 
> Sent from my iPhone
> 
> > On Sep 28, 2015, at 8:20 AM, April McPherson <april_car...@hotmail.com>
wrote:
> > 
> > I am trying to create a Service Request in Remedy On Demand 8.1 that
would allow users to choose multiple options. Each choice would generate a
new work order based on that choice. I have created as such with a AOT for
each choice and work order template for each choice. I have attached the
process view. During testing when selecting only one choice everything works
as expected. Multiple choices result in a Bypassed status. I do NOT want to
use AIF if I can get away with it. Any help would be greatly appreciated.
> > 
> > 
> >

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> > 
> 
>

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Re: help in runic

[Carl Wilson]

You’re a rock star John!

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: 16 September 2015 17:04
To: arslist@ARSLIST.ORG
Subject: Re: help in runic

 

** 

Funny … I know I answered this before. (I am guessing it was in 1997) …

 

Check this post:

http://www.javasystemsolutions.com/arslist/view/52078443

 

-John

 

 

 

 

On Wed, Sep 16, 2015 at 10:12 AM, Grooms, Frederick W 
<frederick.w.gro...@xo.com> wrote:

** 

Yes … If you do some math on the Date or time it converts the value to a number 
and you can work with it

 

If you work with $TIMESTAMP$ you have to remove the date   (The % is the MOD 
operator so this removes the date and leaves only the seconds past midnight)   

   ((($TIMESTAMP$ - "1/1/70") % 86400) >= (16 * 3600))

 

Fred

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, September 16, 2015 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: help in runic

 

** 

My playing with this stuff before required something like 

 

($TIME$ - 0) > (14*3600)

 

It was the "- 0" that allowed the stuff to happen.

 

-John

 

 

 

 

On Wed, Sep 16, 2015 at 9:17 AM, Reiser, John J <john.j.rei...@lmco.com> wrote:

** 

Shouldn’t it be $TIMESTAMP$ > 57600

 

 

Thank you,

--- 
John J. Reiser 
Building 760-J202
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MST Moorestown Region
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 16, 2015 10:00 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: help in runif

 

** 

Try using the number of seconds instead of the string

 

(16 * 3600)

 

Fred

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Luisa Clotilde Carena
Sent: Wednesday, September 16, 2015 8:52 AM
To: arslist@ARSLIST.ORG
Subject: help in runif

 

** 

Hi all,

I've a filter and i want to run it only after 16:00 o' clock.
Can you help me to write the correct Run if?  I  receive this errors:

$TIME$ > "16.00.00"  arerror 313 - Incompatible data types for intended 
relational operation.,  
$TIME$ > "16:00:00"  arerror 313 - Incompatible data types for intended 
relational operation.,  

$TIME$  > "04:00:00 PM"arerror 8957

$TIME$ > 576000  filtre run everytime


thank you

Luisa Carena

 

 

 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 





 

-- 

John Sundberg

Kinetic Data, Inc.

"Your business. Your process."

 

651-556-0930 I john.sundb...@kineticdata.com 

 <http://www.kineticdata.com/> www.kineticdata.com I  
<http://community.kineticdata.com/> community.kineticdata.com 

 

 

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Re: Question on overlays - when?

[Carl Wilson]

7.6.x

Kind Regards,
Carl Wilson
On 11 Sep 2015 08:08, "Stone, Brian" <brian.st...@njvc.com> wrote:

> Wouldn't that be 7.6
> 
> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
> on behalf of Walters, Mark [mark_walt...@bmc.com]
> Sent: Friday, September 11, 2015 10:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Question on overlays - when?
>
> **
> 8.1
>
> Mark
>
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
> Sent: 11 September 2015 15:47
> To: arslist@ARSLIST.ORG
> Subject: Question on overlays - when?
>
> **
> In which version of ARserver/Remedy did the base and overlay forms
> first appear?
>
>
>
>
>
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>

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Re: a thread I haven't seen yet about BMC:Engage

[Carl Wilson]

I will be, please save me a hat :)

Kind Regards,
Carl Wilson
On 15 Aug 2015 21:16, Tauf Chowdhury taufc...@gmail.com wrote:

 **
 See you there Dan

 Sent from my iPhone

 On Aug 15, 2015, at 3:10 PM, Daniel daniel.bl...@danielbloom.ca wrote:

 **

 The conference is less than a month away, and I haven’t seen much in the
 way of folks saying they will be there?



 For those that are on the ARSlist I will have the ARSlist buttons and hats
 there this year. Hats are limited.

 Not sure when or how they will be given out and this will be the last time
 I bring them along, so be there and get your limited edition memorabilia.



 I thought the content looked much improved over last year and I am looking
 forward to catching more sessions than I have even been to before.

 (granted, in my case getting to 5 sessions would be a record, seems to
 take a long time to get from one room to the next when there are 10 people
 to talk to in between, best reason to be there though!)



 Cheers Dan
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Re: Getting duplicate survey mails for the Incidents when resolved/closed

[Carl Wilson]

Hi Lisa,
There is a default SRD that is used for the creation of the Service
Request when an Incident is generated from Incident Management (and you have
configured the Incident Rules to generate the Service Request).
This is the SRD that is in Draft status and named Service Desk Incident.

On this request you can set a Survey which will be generated for every
Incident created from IM directly. 

Kind Regards,
 
Carl Wilson
 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS
Sent: 07 July 2015 13:35
To: arslist@ARSLIST.ORG
Subject: Re: Getting duplicate survey mails for the Incidents when
resolved/closed

I thought the only way to send a survey was through SRM, is there a way to
turn on surveys for tickets that get created through an incident?  (not
through SRM?).  I would love to know because I need to set that up.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Tuesday, July 07, 2015 6:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Getting duplicate survey mails for the Incidents when
resolved/closed

Do you create a service request automatically when creating an incident or
does the incident originate from SRM? If you have incident surveys turned on
as well as a survey on the SRD, that may be why you get 2 surveys. 
Or... Are any other emails being duplicated? 

Sent from my iPhone

 On Jul 7, 2015, at 4:10 AM, Abhishek Anand abhi.masc...@gmail.com wrote:
 
 Hi Team,
 
 
 
 We are getting duplicate survey mails for the Incidents when
resolved/closed.
 
 
 
 We are in ITSM 8.1.01 version on win platform.
 
 
 
 Regards,
 
 Abhishek Anand
 
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Re: Let's discuss best practices on SLM between the SLA and OLA relationship for BMC Remedy Incident Management

[Carl Wilson]

Hi,
Normally an OLA is defined on the Task or the Support Group working the
request.  
The overarching SLA can be tied to the Business Service or Product
Categorisations, and the OLA that measures the performance of each Assigned
Group throughout the duration of the SLA can be tied to the Assigned or
Vendor Group (UPC).  
You can make your qualifications generic for the SLA (to ensure it attaches
to every Incident) e.g. 'Priority' = High AND ServiceCI_ReconId =
OU and the OLA qualification specific (to ensure it
attaches under certain criteria) e.g. 'Priority' = High AND
ServiceCI_ReconId = OU AND 'Assigned Group' = Unix -
Level 2 Support.

You can then determine the amount of time, based on the overarching SLA,
each Support Group has to work the request and create the necessary OLA to
measure e.g. an 8hr SLA may consist of 5hrs for level 1 Support, 2hrs for
level 2 Support and 1hr for level 3 Support.
You may also decide to include a UPC element if there is a third party
vendor involved.

You can then measure if a group uses more than their allocated time which
affects the next group working the request (reduces their time to work the
request).

HTH's
 
Kind Regards,
 
Carl Wilson
 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of jjohnson
Sent: 10 June 2015 20:16
To: arslist@ARSLIST.ORG
Subject: Re: Let's discuss best practices on SLM between the SLA and OLA
relationship for BMC Remedy Incident Management

Is there no one who has setup both SLAs and OLAs within Remedy? Could really
use some expert advice. :)



--
View this message in context:
http://ars-action-request-system.1.n7.nabble.com/Let-s-discuss-best-practice
s-on-SLM-between-the-SLA-and-OLA-relationship-for-BMC-Remedy-Incident-Mant-t
p121967p122010.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Creating a AP:Notification entry within Approval Admin Console does not create a AP:Notify filter

[Carl Wilson]

Hi,
Is the Business Rules Engine running on the same server as the Administration?
For workflow to be created these 2 operations need to be ranked to run on the 
same server.
 
Kind Regards,
 
Carl Wilson
 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: 02 June 2015 16:39
To: arslist@ARSLIST.ORG
Subject: Creating a AP:Notification entry within Approval Admin Console does 
not create a AP:Notify filter

I'm getting no where with BMC support on my issue, so I'll turn to the ARSlist 
for some help to see if anyone else has had this issue:

When I create a new Approval Notification within the approval administration 
console, the notification entry is created, however the AP:Notify filter is not 
being created.  This issue is occurring within our QA environment that is a 
server group environment.  I've tried performing this action on both the 
Administration server, as well as the server that is ranked 1 for Approval 
Server; however neither one worked. I am able to create new AP:Notifications on 
our development environment that is a single server environment and the filter 
gets created successfully. These two environments to all of my knowledge are 
the same, including the binaries on the servers themselves.  

I've validated that an entry is created in the Application Pending form to 
create a filter that goes through, but a filter is never created.  I've also 
tried creating them from both the midtier as well as the client.

ARS  ITSM: 8.1.01

App Server: Sun Solaris
Web Server: Windows 2008 R2
Database: Oracle

Thanks for the help!

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Re: ITSM 8.1 Tomcat Load Issue

[Carl Wilson]

Hi,
What are the JVM settings, Garbage Collection and Mid Tier config.properties?
Garbage Collection could be causing the pauses as the JVM is collecting back 
memory, these settings can be tuned for more frequent collections to stop 
larger major (pauses) collections.  You can observe these using JVisual or 
another Java Console (JDK required) that will give you the correct stats.

The JVM can be increased to give more overhead, however you would then need to 
adjust the config.properties file to use this overhead (e.g. you can get a 
larger glass, but if you put the same amount of wine in it as a small glass you 
gain no benefit).

I have a 8.1.02 Mid Tier (Solaris) running with 6144 JVM (Max and Min) that can 
handle well over 2000+ continuous users before falling over (in load testing 
this was more than 38000 API/12 DB transactions before failing) 
 
Kind Regards,
 
Carl Wilson
 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: 04 May 2015 14:15
To: arslist@ARSLIST.ORG
Subject: ITSM 8.1 Tomcat Load Issue

Windows 2008 VM, Tomcat, 8 GIG, 2 Dual CPUs. Using OOTB Tomcat configuration: 
300 threads, 50 min. Use the BMC Remedy Midtier Tuning Guide for all settings.

Running some basic load tests but keep running into thread contention issues 
(that is what I am calling it). The load tool is simulating 200 users doing 
basic queries, loading consoles, opening SRM. Each users logs in every 20 
seconds. No creates or updates. The server handles the first 100 people without 
much issue. But soon after that performance gets much slower to the point where 
it could take a minute for a simple refresh to complete. The CPU and memory on 
the web server are fine. The number of threads though has maxed out at 300 and 
all are busy. I am using the Tomcat Manager application and it lists all of the 
threads n Stage P (Processing).  Not that familiar with analyzing threads but 
if all of the threads are busy it would sound as thought the web server is 
overloaded but based on BMCs recommendation the server should be able to handle 
upwards of 300 users. I changed the max thread could to 400 and ran the same 
load but the results were the same; after about 120 users all threads had been 
instantiated and all were constantly showing as P (processing).

This could be a load testing tool issue (we are using Rational Performance 
Tester) or maybe we have some incorrect settings.

Thoughts?

Frank Caruso

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Re: Approval Notifications

[Carl Wilson]

Hi,
You could reassign the Approval to the same person and see if this will
re-trigger the Notification, alternately you could reassign to a dummy user
(with no email address) then back to the original Approver to trigger.

Cheers
Carl
On 2 Apr 2015 19:33, Brian Goralczyk bgoralc...@gmail.com wrote:

 **
 We had approval (only) notifications that were not being sent because of
 an overlay causing an issue.  We have that issue fixed, but we have to
 figure out how to send the notifications that should have been sent and
 weren't.   Does anybody have any knowledge to point me in the right
 direction?  They didn't make it to NTE:Notification so I can't resend them
 from there.  It seems they blew up before they made it to that form.  Any
 advice would be appreciated.

 ITSM 8.1


 TIA,

 Brian Goralczyk
 Phone 574-643-1144
 Email bgoralc...@gmail.com
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Re: Is it possible to pass data from a Change Request to a System variable?

[Carl Wilson]

Hi,

You will need to use the CAI to pass from the Change  Task.  You would need to 
create the Commands (Action), Parameters (Variable) and the Command Parameter 
Mapping (Field to Variable) to allow the data to flow.  It does require a good 
level of understanding on how the CAI works to setup.

 

You can you the TMS:Variable to pass data between Tasks but not into the actual 
Task.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: 26 March 2015 16:27
To: arslist@ARSLIST.ORG
Subject: Re: Is it possible to pass data from a Change Request to a System 
variable?

 

** 

Not trying to get system variables from the OS, rather trying to initialize a 
system variable template with data from the parent Change Request.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

Remedy FAQ http://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, March 25, 2015 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is it possible to pass data from a Change Request to a System 
variable?

 

** 

In a filter a simple Set Fields with PROCESS action can get an environment 
variable from the server

 

On Windows

$PROCESS$ cmd /c echo %VARIABLE%

On Unix/Linux

$PROCESS$ echo $VARIABLE

 

 

i.e.  To get the TEMP location

In a set fields action set a character field to

$PROCESS$ cmd /c echo %TEMP%

 

NOTE:  You may then have to do a replace on the field to remove the return at 
the end (Some versions of *nix will allow you to do  echo –n $VARIABLE  which 
will output without the trailing newline)

 

Fred

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, March 25, 2015 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is it possible to pass data from a Change Request to a System 
variable?

 

** 

Chris,

Write a batch file/perl script/your favorite language that will get the 
variable and it's value and put it in the output of the script.  Put the script 
on all of your environments.  Create a filter that does a set-field run-process 
that populates a field with the output from that script, then do whatever you 
want with the output :)

 

 

On Wed, Mar 25, 2015 at 1:03 PM, Danaceau, Chris  wrote:

** 

I want to use the environment (when Dev) to bypass certain tasks.  Thought 
maybe a system variable would do this, but I can’t see how to populate it from 
data on the parent Change.Not much guidance for this in the documentation.  
 I can map it INTO a task, but cannot figure out how to populated it.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

Remedy FAQ http://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ 

 

Confidentiality Notice:: This email, including attachments, may include 
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are not an intended recipient or an authorized agent of an intended recipient, 
you are hereby notified that any dissemination, distribution or copying of the 
information contained in or transmitted with this e-mail is unauthorized and 
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the sender by replying to this message and permanently delete this e-mail, its 
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Confidentiality Notice:: This email, including attachments, may include 
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Re: SRM Product Ordering Feature

[Carl Wilson]

Hi,
Yes, we have used this at my current customer however we modified it to only 
have one selection available as there is a third party that fulfils the request 
(Software) via automation - therefore it was one request per selection.  We 
only used the AIF and built a simple PDT for the fulfilment into Work Order.
We will open it up to Hardware later in the year and possibly allow multiple 
selections (via the Work Order Type Fields).

The OOB PDT that comes with this assumes you have a very mature processes in 
place, so it might be too complex for some organisations.

Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Veronica Soriano
Sent: 18 March 2015 21:28
To: arslist@ARSLIST.ORG
Subject: SRM Product Orderinig Feature

Has anyone implemented the SRM Product Ordering Feature.  I prototyped this 
feature and it looks promising for one of my customer's requirements.  Just 
want to see if there are any issues I should be aware of.  Thank you.

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Re: Incident template with tasks - no tasks?

[Carl Wilson]

Hi Marcelo,

I have sent you some .def files for Task Template integration to Incident 
Templates I built for version 7.1.  

This should be a good basis to start with.  Please let me know if you don't 
receive the files.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: 12 March 2015 12:50
To: arslist@ARSLIST.ORG
Subject: Re: Incident template with tasks - no tasks?

 

** 

Thank you guys… I suppose it just made sense in my head to have this.

I haven’t used PD very much  -just to do some basic FTP. I struggled to find 
documentation on it. –I may end up doing it thru workflow.

 

Speaking of ideas.. have you seen any of your “ideas” added into ARS/ITSM?

 

Thx,

Marcelo

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov
Sent: Thursday, March 12, 2015 1:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident template with tasks - no tasks?

 

** 

Jason is right: now you can attach the task templates only to the changes.

Is there an option to use the Process Designer? You could try to develop a 
process that would create the tasks after the Incident had been created.

Regards,
Dmitry Baryshnikov

On Mar 12, 2015 9:23 AM, Jason Miller jason.mil...@gmail.com wrote:

** 

It doesn't look like it is an option for incidents (so your not missing 
anything). There is an Idea (RFE) to add it here: 
https://communities.bmc.com/ideas/7438 
https://urldefense.proofpoint.com/v2/url?u=https-3A__communities.bmc.com_ideas_7438d=AwMFaQc=jPeYnCWs4C2yfrLNmdUWFQr=8S4PwC_PU4Zrhf0I-QKdBApCVXq7qcpID-QxJedHlNkm=YVqjqKk0U_mwlwwtSBZH2oTlHQTyYbcp2XZ9K4QGs1Qs=Ft7RhEMM2becrxlMCbSOzlpXAYk5bp6MaJd2MuA2dVUe=
 

Jason

** 

Hello List,

 

I’m trying to create an incident template that includes about 3 tasks. – or 
maybe a task group template (don’t know if this is necessary).  Ultimately this 
incident template will be consumed by the “Rule Base Email Engine” to create an 
incident from an email. The issue I have is that my incident template does not 
have a tab for tasks… huh? Shouldn’t it have a tab for tasks??

 

Ideally I would of liked for the RBE to create 3 incidents from one email. But 
I have not found a way to do that w/o customizing. Or… if the email could 
create an SRM request that was tied to a PDT that created 3 incidents.. would 
be perfect. J

 



 

ARS/ITSM 8.1.01

 

Thanks,
Marcelo

 

 

 

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Re: BMC Remedy Attachments

[Carl Wilson]

Hi,
This may help:

https://communities.bmc.com/message/456404#456404

Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Allan See
Sent: 05 March 2015 07:19
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Attachments

Hi,

I need help in understanding what Remedy uses as compression for File 
Attachments when inserting it to our B tables.

Also does anyone know how we can migrate attachments to another table over a DB 
link.
I have recently tried to do this but files that are migrated gets corrupted.

thank you,
TIA 

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Re: Yet another tenancy question...

[Carl Wilson]

Hi,

This is working as expected.

As you mentioned, Multi-tenancy is based on either of those fields on an
Incident so as long as you have membership to one of the Group ID's you will
see the Incident.  

So if Support Group 1 has access to the Customer common Company, then they
would see all requests, same for Support Group 2, etc as tenancy is done at
the Company level.

 

To separate out this there is the concept of Supporting Companies
introduced I think around version 7.6 where you can have a Support Company
work a request (Assignment) without the need to give them full Company
access and they only see those requests - however I believe this uses the
Vendor fields to control access so can be somewhat tricky to setup.  You
could not have the common Company for the People though as the above still
applies.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: 27 February 2015 15:42
To: arslist@ARSLIST.ORG
Subject: Yet another tenancy question...

 

** 

Hi all-

 

ARS 8.1.02, ITSM 8.1, etc - totally Remedy workflow question - architecture
doesn't matter.

 

We are doing a test configuration on our dev server trying to configure
multi-tenancy as follows:

 

1.) All People records belong to a company MyCompany

2.) Support users are in a company for their business unit, e.g. Group 1,
Group 2, etc.  To be very clear, these are defined as separate companies -
they are NOT under MyCompany.

3.) We do not have unrestricted access turned on for anyone. - so if an
incident is assigned to Group 1 we do not want Group 2 to be able to see it
at all.

 

The entire point of doing the above setup is to have one copy of each people
record shared among everyone - otherwise the only real option is to load a
separate copy of the people record for every defined company - and we're
talking about millions of records in that instance.  All of those would have
to get updated weekly in order to keep things up to date, so that's kind of
a non-starter.

 

Or we could customize multi-tenancy, which seems like path fraught with
peril...

 

The tenancy documentation I read says that tenancy and row level security is
based off of three things in 8.1: Customer Company for field 112, Support
Company on field 60900, and Vendor Assignee groups.  

 

I was under the impression that permissions were additive - so, if there was
a value in any of those three fields your People profile had to match all of
them for you to be able to see the incident.

 

I checked the permissions on Entry ID (Field 1) in HPD:Help Desk and they
match this as advertised (Unrestricted access membership is also one of the
permission groups for field one but no one is defined as unrestricted in my
test setup).  The problem is I don't think it's working right.  The value
that gets set for field 112 is the value of the customer's company, NOT the
assigned group's company.  Having the incident assigned to a group under a
separate company has no real effect on anything. I checked the data and the
field 60900 is filled in with the correct value of the Group entry that
matches the assigned support company.

 

Consequently, anyone can see all of the incidents, regardless of what
company they are in.

 

How do we go about getting this to work?  Is it supposed to work how we want
it, or is that a customization? All of the docs I read make me think it
should work this way.

 

I'm not even 100% sure anything is broken.  I opened an issue with support
too and I'm waiting to hear what they think.

 

 

William Rentfrow

wrentf...@stratacominc.com

Office: 715-204-3061 or 701-232-5697x25

Cell: 715-498-5056

 

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Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

[Carl Wilson]

Well, if you go on the BMC recommendations for DB and buffer cache settings you 
will always be swapping queries in memory to disk …

A simple % bypasses all settings on an AR Server, so with that indexes are 
useless and then you are relying on the table sizes …

 

I agree, interesting topic J

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: 25 February 2015 19:45
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

 

** 

It's been a while since I checked but I think with most DBMS, a clustered index 
is stored in memory / pages once it's used. So if this is large then you can 
end up with a buffer thats gigs right?

 

Agreed that indexes are great on large tables but I don't think it's an excuse 
not to keep the tables trim. Also think about those people who don't query with 
indexes.

 

Interesting topic though

 

-- Original Message --

From: Brittain, Mark mbritt...@navisite.com

To: arslist@ARSLIST.ORG

Sent: 25/02/2015 19:17:53

Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

 

** 

Its’ all about indexing. I have a large form on a 6.3 platform that contains 
over a million records and just flies. Adjust the indexing to match the most 
common queries. Company, Status, Assigned Group are probably the most common. 
Anything that is required and menu driven would be good candidates. But be 
careful not to have too many indexes because indexes rebuilt when a new record 
is inserted.

 

Mark

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, February 25, 2015 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

 

** 

Absolutely agree. An RDBMS is meant for massive amounts of data “so long as its 
efficiently stored and retrieved”. That’s the key factor.

 

Else its just like storing it in an Excel sheet if one does not pay heed to 
queries and the way data is retrieved.

 

Cheers

 

Joe

 


  _  


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, February 24, 2015 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Meta-Archive Product Announcement: ITSM Archiving

 

** 

Actually — I am wondering … do people agree with this fundamental assumption 
that the more records the worse the performance?

 

To me — that is only for “inefficient queries” and — for the most part - even 
if you archive — you will still have a slow system.

 

Do people agree with that??? And if so — isn’t the right solution - to “fix the 
queries”.

 

I know this — archiving roughly doubles” the reporting headaches, workflow 
headaches, maintenance headaches.

 

-John

 

 

 

On Tue, Feb 24, 2015 at 3:39 PM, Ben Chernys 
ben.cher...@softwaretoolhouse.com wrote:

** 

Hi Folks,

 

As enterprises have been using ITSM for some time now, they have accumulated 
Incidents, Changes, and other “root requests” that are closed, old, and can be 
archived.  These data have slowed down searches and the ITSM application 
responses.  Moving these data into Archive tables speeds up database search and 
retrieval from the high-use, active ITSM tables.

 

 


ITSM Challenges

 

BMC Remedy OOTB Archiving handles each table independently. In fact, an ITSM

Incident comprises many records in many forms — a tree of dependent records.

 

Further, if an Incident is associated with a Change that is not archive ready, 
then that

Incident too, must not be archived.

Meta-Archive for an ITSM Incident


Introducing Meta-Archive

 

Your Benefits


Software Tool House's Meta-Archive solves all ITSM Archiving challenges and 
implements your archiving rules. We make it easy! Handle customers and classes 
of tickets differently, add your customized forms easily — all in a simple 
spreadsheet.

Archive forms are automatically generated. Associations are checked and 
reported.

 

Meta-Archive delivers

· All associations are checked before a record is archived.

· The entire tree of records is archived before any deletions are done.

· Different archival ages can be set for different customers or classes 
of tickets.

· Different ages for associations can be set.

· It is easy to add any customized tables to the tree.

· It is easy to change or add archival targets: Archival forms, 
different servers, SQL databases, the file system.

· We get you going in a few hours with no server changes, no 
development project, no headaches.

 

More Information

 

Meta-Archive Home http://softwaretoolhouse.com/product/SthArch/  

Meta-Archive Overview Leaflet  
http://softwaretoolhouse.com/product/SthArch/Meta-Archive-Overview-Leaflet.pdf
 

Management Overview 
http

Re: Error while setting up my demo instance of AR System and ITSM Management Suite 8.1.02 on MS-SQL 2008

[Carl Wilson]

Hi Joe,

A couple of things:

 

· Install SP1 for MSSQL 2008.

· Check that both the SQL Server and SQL Server Agent services are 
running in Windows.

· The SSI will install its own instance of the Database as 
ARSystem/ARAdmin, so no requirement to pre-create this.

· If you are having trouble with the Windows Authentication, you can 
enable the mixed mode authentication in the MSSQL Server - ensure you check the 
password policies if doing so as although it may allow you to set a password it 
will enforce the strength on external connections, so you may need to disable 
this setting on the sa user.

 

 

Sounds like there is a process not running although the client can connect, you 
can always disable the firewall to see if it is rules related also (and log the 
connections to check missing port openings).

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 23 February 2015 01:49
To: arslist@ARSLIST.ORG
Subject: Error while setting up my demo instance of AR System and ITSM 
Management Suite 8.1.02 on MS-SQL 2008

 

** 

I did try that yesterday.

 

It is just too overwhelming with multiple choices that look like they might 
mean the same product when choosing the product you are seeking compatibility 
information for. And after choosing BMC Remedy IT Service Management Suite and 
extracting the Excel file, I got the file that I had posted in an earlier 
response which had a URL for a PDF doc having an address that no longer exists.

 

Anyway got the PDF file from Laurent who had downloaded it at a time when that 
URL had worked.

 

I’m now facing another issue.

 

I successfully installed the MS-SQL server 2008, and configured it so that it’s 
Management Studio could connect to the server (had some firewall issues 
initially where I had to expose port 1433 to inbound connections – for fun I 
also exposed the sqlserv.exe for inbound traffic so it would work even if the 
SQL port was changed down the line). I’m assuming that is more than enough to 
guarantee SQL client connectivity to the SQL server when running the ITSM stack 
installer.

 



 

I tried to connect with the above settings and no problems. I can get into the 
SQL server – it’s a one tiered setup for demo purposes. I have my MS-SQL server 
installed as a named instance supporting Windows Authentication.

 

I then created a ARSystem database, and created an SQL login with windows 
authentication [SERVERNAME]\jmdsouza and made this Login the dbo of the 
ARSystem where [SERERNAME] is the red part of the masked information in the 
screenshot.

 

Subsequently when installing the preconfigured stack installer logged into 
Windows as [SERVERNAME]\jdsouza (not [SERVERNAME]\jmdsouza) for ITSM 8.1.02, I 
chose the AR System and the AR Clients as the options for my installation and 
at the prompt for the “AR System Server and Database Information”, I entered 
the local [SERVERNAME] where all the red masked info is below. I entered the 
password of [CAMARO\jmdosuza]

 



 

When I press Next, after a brief while, my next screen I am met with the error 

 

“TCP/​IP connection to the host Camaro2015 using port number 1433 failed. 
Possible causes:  Database services are not available/​running or Network 
configuration is not configured correctly for TCP/​IP protocol or IP or host 
name/​ port number is incorrect.”

 

On  my MS-SQL Server Configuration Manager, I have enabled both the Client and 
Server TCP/IP protocol..

 

What might I be missing?

 

Cheers

 

Joe

_ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where 
the Answers Are and have been for 20 years_


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Re: 8.1 server group architecture

[Carl Wilson]

Hi Rick,

Best to install the full suite, makes for less issues in the future and for the 
possibility that this may end up being another user server or similar.

You could also think about cloning an existing server and updating the required 
references.  

As the operations that you specify will only run on this server, you can 
allocate system resources through configuration to target the operations that 
will occur on this server than that of the other servers i.e. more memory to 
CMDB and RE that the other servers (through Java settings, etc).  Effectively 
you would tune this server for specific tasks/operations.

 

Ideally you would allocate more memory to this server to accommodate the 
additional overheads and functions.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: 20 February 2015 22:01
To: arslist@ARSLIST.ORG
Subject: Re: 8.1 server group architecture

 

** 

Thanks, LJ, I was just wondering if I could reduce my upgrade/patching LOE 
(throughout the server group) by using a reduced number of installed apps on 
machines I don't want involved in failover.  I may have to open a ticket with 
support on this.

rp

On 2/20/2015 10:47 AM, LJ LongWing wrote:

** 

Rick, 

I don't have massive experience in this, but it is my understanding that the 
best practice is to install the same software on all of the machines in the 
group so that any 1 can take over any function at any time in the future, 
because you never quite know what the future holds...

 

On Fri, Feb 20, 2015 at 10:42 AM, Rick Phillips r...@netfirst.com wrote:

Hi,

8.1 ARS/Atrium/ITSM/SLM/SRM

I have a server group that consists of an admin server and a single non-admin 
server.  The admin server carries the load of all admin functions, while the 
non-admin server is only for end users.

Recently, some of my atrium work has really been taxing the resources of my 
admin server (extremely high CPU and RAM utilization), and I'm investigating 
adding a third server solely for atrium/spoon (recon, normalization, custom 
spoon jobs, etc.).

My question is:  can I simply install ARS and Atrium on this third server, or 
do I have to install the entire suite?

Thanks,

Rick

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Re: Upgrading just Mid Tier

[Carl Wilson]

Hi,

One more thing, be sure to rename the file correctly to match your deployment 
structure i.e. arsys, midtier, etc before you deploy.

The war file deployment method is preferred if you have installed your own 
version of Tomcat i.e. with the Administration Console options (which don't 
come pre-bundled with the Tomcat deployed by BMC).

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 18 February 2015 23:05
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading just Mid Tier

 

** 

Here is some more info along the line of what LJ suggests.

 

https://communities.bmc.com/message/507632#507632

https://communities.bmc.com/message/386030#386030

 

Jason

 

On Wed, Feb 18, 2015 at 1:15 PM, LJ LongWing lj.longw...@gmail.com wrote:

** 

John,

Mid-Tier is just a collection of files that is configured to connect to your 
Remedy Server.  The 'WAR' method you mentioned is simply a zip file that gets 
'deployed' by the tomcat/jsp engine.  So, yes...it's easy to upgrade just your 
Mid-Tier to the latest SP/Patch...download the WAR, unzip it to a folder on 
your tomcat server that's parallel to the current install, then, check out the 
config.properties fileI believe that's the one that contains all of the 
config that happens through the config app, copy that ever to your new version 
(or, to ensure you don't loose any new settings, hand jam the changes into the 
new file), then shut down your tomcat, move the new folder into place after 
moving the current folder out, then start tomcat back up and you should be good 
to go

 

Obviously, do this process in a Dev/Test server first to ensure you have the 
steps down before doing it in prod, but it should be a quick down/up process 
with minimal down time.

 

On Wed, Feb 18, 2015 at 2:04 PM, Reiser, John J john.j.rei...@lmco.com wrote:

** 

Hello Listers,

 

Is there an alternate method to get Mid Tier up to 8.1.02 from 8.1.00 without 
rerunning the whole installation?

I’m trying to minimize down time and have had problems with the installer 
before due to draconian OS restrictions.

I’ve heard of using the .war file but I don’t know if that is an approved 
method, plus I’ve never done anything like that before.

 

Thank you,

--- 
John J. Reiser 
Building 760-J202
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MST Moorestown Region
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased by me 

 

 

 

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Re: Need inputs about integration

[Carl Wilson]

Hi,

The .NET API, although not officially supported, has been kept updated by BMC 
since the original person who ported this left.  

As LJ mentions, you can use a number of methods to perform the integration 
where it will depend on what you are comfortable with as they all have their 
own little differences and nuances. 

One main factor for a decision would be on how you plan to get the information 
out of the .NET application and into Remedy.  If you had access to the .NET 
developers / code then it would make more sense to extend this using the .NET 
API and keep it all in the one programming language.  If not you, would need to 
decide on how you will gather the information which then may determine what 
path to take based on available functionality e.g. hooking into a Windows 
handle to read a field, read a text/XML file, send an email, etc.

 

All methods have examples and sample code available on the BMC Communities 
where people like LJ, Misi, etc add value in the different methods available so 
it should be fairly easy to get a POC for basic functionality happening.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 03 February 2015 15:57
To: arslist@ARSLIST.ORG
Subject: Re: Need inputs about integration

 

** 

Amit,

Last time I checked, the only supported API's are Java and C with Java quickly 
becoming the 'default'the .NET API, as I understand it (please don't take 
this as gospel) is produced by a BMC employee, but is not supported.  I believe 
it's a wrapper of the C API.so, if you are wanting to only go 'supported', 
you would use either C or Java, with my personal preference being Java (because 
I don't know C all that well)but, with all of that being saidany app 
you write in the API will be 'unsupported' by BMC, other than the fact that 
they will fix the API if it's not functioning properly, but you are required to 
support the app...so, as long as any given API 'works' for your needs, you 
don't need support on it, and are in the same bucket you are in now :)

 

As for the question about the Java API integrating with .NET application, I 
can't speak to it because .NET is not my forte, but I imagine there are 
'bridges' that can be either used, or built.

 

On Tue, Feb 3, 2015 at 8:41 AM, Remedy consultant raccons...@gmail.com wrote:

Hello ,

Thank you for your quick reply.As you suggested that JAVA or .NET api
are good to consider ,i have question for you whether BMC support API
written in .NET .I am worried about maintenance prospective.

I have one more question. Can we have JAVA API to integrate .NET application ?

Sorry for asking too many question.

Regards,

Amit


On 2/3/15, LJ LongWing lj.longw...@gmail.com wrote:
 Well, Amit, considering that there is a .NET API for Remedy, it would make
 sense to look at that as a potential integration point...if that's a
 language you know and understand.  Web service, as you mentioned is another
 optionPerl, Java, C...all have API's that you could use if you
 wantedthere is even a Restful API written against the Java API you
 could utilize if you wanted

 On Tue, Feb 3, 2015 at 8:17 AM, Remedy consultant raccons...@gmail.com
 wrote:

 Hello All,

 I have to work on a client requirement in which i need to integrate
 external application (built in .NET) with Remedy.

 Could you please suggest best possible way to integrate this
 application with remedy? This .NET application will create new tickets
 in remedy application.

 I know web service is one of the way to integrate. But would like to
 know whether .NET API would be a good option to implement this.


 Regards,

 Amit


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Re: IT Home Page - Staged Tasks

[Carl Wilson]

Hi Sandra,

You could look into the SYS:Status Query Rules which is used in Application 
Preferences to set the query for Tasks e.g. All Open Tasks: = Staged and = 
Waiting.  

Modifying this query and updating your Application Preference record in theory 
should modify what is displayed in the Overview Console for Tasks.  Alternately 
you could add in your own record for the query you want and select accordingly 
in the Preferences.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: 24 January 2015 20:18
To: arslist@ARSLIST.ORG
Subject: Re: IT Home Page - Staged Tasks

 

** 

Jason,

Thanks for the reply.


 

From: Jason Miller [mailto:jason.mil...@gmail.com] 
Sent: Saturday, January 24, 2015 03:10 AM Eastern Standard Time
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG 
Subject: Re: IT Home Page - Staged Tasks 
 

** 

Taking just a quick look at it...  It looks like the SYS:Predefined Queries 
records are not for the Overview Console but some other query that would show 
Tasks.  I also looked any records that contained 'over' in SYS:Predefined 
Queries and only found ones for 'SHR:ARDBC_OverviewConsole' that do not appear 
to apply to what you want to do.  Looking a little deeper in Dev Studio it is 
looking like the Overview Console queries are built using workflow and not a 
configuration record. 

 

The Overview Console queries multiple DB tables at the same time via a View 
Form that is created against a SQL union view.  The Overview Console has some 
special magic involved to make it work and therefore doesn't appear to play be 
the same rules as other consoles in ITSM.

 

Jason

 

On Fri, Jan 23, 2015 at 1:00 PM, Hennigan, Sandra, CTR, DSS 
sandra.hennigan@dss.mil wrote:

All,

ARS  ITSM version 8.1.01

On the SYS:Predefined Queries form for form TMS:Task, I changed the Search 
Qualification from 'Status' = Staged to 'Status'  Staged expecting Staged 
Tasks to not be included in the Overview table on the IT Home page. Not true.

So what have I missed? Is there another form to which I need to make this 
change?

Interestingly, I modified the CHG:Infrastructure Change Search Qualification 
from 'Change Request Status'  Draft to 'Change Request Status' = Draft 
and the table content change was immediate.

Your assistance is always welcome!

Sandra

Sandra Hennigan

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Re: Tying Approvals to CIs

[Carl Wilson]

Hi Rick, 

One approach would be to build some workflow to populate a field with the
Approver(s) that you could use in a custom Approval process.

As there are Approval fields (Hidden) already on the Change request form,
you can re-use these to place in the Approver(s) into this field where the
Approval Engine can utilise to generate the signatures.

 

  _  

 

Kind Regards,

 

Carl Wilson

 



** 
ARS/ITSM 7.0.2 

I am pretty sure there is a way to do this, but it's currently eluding me. 

We want to associate CIs (Business Processes) to a Change Request, and have
a person associated with that CI to be automatically included in the
Approval notification process for that RFC.

So how can I do that? 

Same question for v8.1. 

Rick Cook 
_ARSlist: Where the Answers Are and have been for 20 years_ 

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Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Carl Wilson]

Hi Joe,

As Knowledge Management is based on the KCS Standard (Methodology and
documented set of practises), BMC and SNOW both use the documented Status
Flow for this Standard and therefore there are a number of tools that will
exhibit the same Status lifecycle.

 

http://library.serviceinnovation.org/KCS_Practices_Guide/030/040/010/030#Sta
te_Transitions

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: 08 January 2015 23:37
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

I'm not overly impressed by the development capability of SNow as of now at
least. You got to go all over the place just to create a form and add fields
and give it permissions. And I see no ability to even index fields you have
created. I have heard that you need to call tech support to create an index
which is ridiculous. I heard it would be added to the next release. They are
already a few versions down the road and do not have something as trivial as
that.

 

The other thing that strikes me about their interface is that users would
need to go through some intensive training just to use the tool. Not a lot
of it is intuitive.

 

I attended a 3 days fundamental training course online and not much that
wowed me apart from that they have a very friendly training crew.

 

But maybe it is just that I'm so new to the interface it may take a while to
grow on me. The index thing though is ridiculous.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Thursday, January 08, 2015 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

I !3 RKM  

Any hopes it gets revamped soon?

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, January 08, 2015 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

They also have enough exBMCers.  They built it once, go to next place and
build it again (ideally better because they learned from the first time
around).

 

Jason

 

On Thu, Jan 8, 2015 at 10:32 AM, Tanner, Doug doug.tan...@compass-usa.com
wrote:

** 

They all do it, anyone remember Rem-Mail. Doug

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, January 08, 2015 12:21 PM
To: arslist@ARSLIST.ORG
Subject: OT: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

Exact same status values.

 

Couldn't help wondering if BMC has a point or two about them having stolen
design concepts.

 

Joe

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Re: need help about stucked CAI:Evetns

[Carl Wilson]

Hi,

You need to determine the root cause for the events not to be processed.  This 
can be related to configuration for the CAI Plugin or the plugin itself not 
running.  

You can adjust the error logging from the CAI Plugin Registry form where you 
can also allocate a private queue and pooling (pooling = multiple threads on 
different pools - very similar to Escalation Pooling where you can allocate CAI 
commands to run on their own dedicated thread to split the load on the CAI 
engine).

 

If you have recently adjusted the CAI Plugin values, then a restart of the AR 
Servers is required or the CAI Engine will hang and stop processing (e.g. You 
have changed to a private queue and adjusted threads, the system then starts to 
use these threads in workflow without them being initialised by the server - 
which then stops the processing of events as it cannot spawn the required 
threads).

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: 07 January 2015 10:24
To: arslist@ARSLIST.ORG
Subject: Re: need help about stucked CAI:Evetns

 

** 

Hello Manoj,

Records are not in Error status. All records which are stuck having status = 
In Progress and Return code = Running

 

Regards,

 

Amit 

 

On Wed, Jan 7, 2015 at 2:37 PM, Manoj Kumar manoj.anup...@gmail.com wrote:

** 

Hi Amit,

 

First check why the records are getting pilled up, if they are in error status 
you need to correct the SR's and re-process them.




Thanxs  Regards
 
Manoj
+91 996 223 2006

 

On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh harshad.w...@vyomlabs.com wrote:

** 

Hi Amit,

In addition to  SriSamSri Appecherla you can do the following .

Thread pools for different commands are configured in the CAI:Commands form. 
Configuring thread pools defines dedicated CAI threads for use by the specific 
command. This ensures that requests from a command use only the dedicated 
threads, and performance of other command requests to the CAI is not affected.

you can configure this for the commands that are frequently created in 
CAI:Event Form.

Thanks and regards
Harshad Wagh
Engineer 
Vyom Labs Pvt Ltd.



On 1/7/2015 12:12 PM, Remedy consultant wrote:

** 

Sure Will do that and let you know. Meanwhile i have deleted al lrecords from 
CAI:Event and CAI:Eventparam .After that for some time it works fine and then 
again Queue is getting build up. 

 

On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla appecherla@gmail.com 
wrote:

** 

Hi Amit,

 

I'm assuming you want to bulk trigger all the failed CAI:Event records to 
create fulfilment records.

 

1. Try to fix the error(s) which is causing records to get stuck in CAI:Events

2. For one (preferably test record), change the Return Code to Start and Save

3. IF it is a success, if you want to re-trigger all 9000 of them in bulk, you 
can do a modify all on CAI:Events and change the Return Code to Start. 

 

 




Regards,

SriSamSri Appecherla
+61 478877812 tel:%2B61%20478877812 

 

On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant raccons...@gmail.com wrote:

** 

Hello All, 

 

We are facing issues with records in CAI:Events. There are almost 9000 records 
are stuck in this schema. Due to which lot of records in SRM:Requests are stuck 
in submitted. Could you please help me to identify this issue ?

 

We can not delete records present in CAI:Events as it is a production 
enviornment. 

 

Regards,

 

Amit

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Re: Determining first workinfo entry

[Carl Wilson]

Hi,

You could also use the request ID as it will be sequenced, there are existing 
joins available for Incident / Work Info that can be utilised.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 07 January 2015 21:38
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

 

** 

do a MIN on the create_date for the work log entry...this'll ensure you only 
get the first entry.

 

On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger vadr...@yahoo.com wrote:

Hi I am creating a report via sql, that would show several incident fields and 
2 fields fromn the HPD:Worklog forms. Naturally this would be a join, but I am 
trying to figure out which is the best way to single out the first/earliest 
workin info entry and exclude the rest. As you know the worklog can have more 
than one entry related to the single incident. Any Ideas would be helpful.

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Re: Determining first workinfo entry

[Carl Wilson]

Then I would adjust the SG so this does not happen J

 

  _  

 

Kind Regards,

 

Carl Wilson

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 08 January 2015 00:21
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

 

** 

Unfortunately the request id can be our of sequence in a server group situation

On Jan 7, 2015 5:06 PM, Carl Wilson carlbwil...@gmail.com wrote:

** 

Hi,

You could also use the request ID as it will be sequenced, there are existing 
joins available for Incident / Work Info that can be utilised.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: 07 January 2015 21:38
To: arslist@ARSLIST.ORG
Subject: Re: Determining first workinfo entry

 

** 

do a MIN on the create_date for the work log entry...this'll ensure you only 
get the first entry.

 

On Wed, Jan 7, 2015 at 2:33 PM, Scott Hallenger vadr...@yahoo.com wrote:

Hi I am creating a report via sql, that would show several incident fields and 
2 fields fromn the HPD:Worklog forms. Naturally this would be a join, but I am 
trying to figure out which is the best way to single out the first/earliest 
workin info entry and exclude the rest. As you know the worklog can have more 
than one entry related to the single incident. Any Ideas would be helpful.

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Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk Space

[Carl Wilson]

Hi,
Although you are running as Administrator have you checked the permissions
(write) on the folder where the installer is running from and the intended
destination location?

Cheers
Carl
On 24 Dec 2014 04:28, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
lisa.kemes@dla.mil wrote:

 I'm getting an error that my installation folder only has 0 MB of free
 Disk Space and I have over 4 GB's of Free Disk Space.  I researched this
 and some people suggested updating the TEMP environment which I have done,
 but to no avail.  Is there anything else I need to check?  I'm an
 administrator on the folders.  This is a Windows Server.  I was able to
 upgrade my other server from 8.1.01 to 8.1 SP2 without any problems (same
 server type and structure).

 Any ideas?

 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com


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