Re: ITSM 7: Can't have autoassign rule with different Customer Support Company?

Rabi, It is as strange as you think, but it may be easy to fix. First, the key filter that actually does the lookup is called HPD:INC:Assignment_035_AsgRouting. The qualification in the Set Field action will show you what is mapped. It turns out that both the Contact Company *and* the Location

Re: ITSM Support Group Roles Help

The only functional significance I am aware of is the Help Desk role is used to set an Incident Owner if an owner assignment rule is not present. See the Inc User guide in the section on Understanding incident ownership. As far as I can tell the other roles are informational. I would be

How to save huge qual string in Table / Tree Property?

Hello all, I am trying to update the Table / Tree Property on the HPD:Incident Assoc Search form to let users search for some of their custom fields. However, the Qualification string is so large that the Admin tool will not let me add to it. I can't even re-paste the original qualification

Re: Incident Owner - ITSM 7.0.3 p8

To your first question, your observation is correct. The order of Owner assignment appears to be: 1. If user has entered a value for Owner, use it 2. If there is an Owner rule in CFG:Assignment, use it 3. Use default Owner rules based on submitter, assigned group, etc. To your second

Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?

The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi,

Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?

Tripathi ars_l...@yahoo.com wrote: Charles, A review of Incidents on my system supports your statement. Did I miss this statement anywhere in the manuals, or do you know this from experience/code review? Anyway, thank you. --- Charles Baldi charles.ba...@gmail.com wrote: The OOB workflow

Re: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk

Sorry for the silly question, but did you rebuild your Data Source after you added the field to HPD:Help Desk? Chuck On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau timothy.rond...@phaseforward.com wrote: Hi All, More sla questions. So I basically went through the docs again and found

Re: Accounting for Virtual Servers in the CMDB

If you install the help files for CMDB, they include detailed information on the data model, including the purpose of each class and attribute. This is very helpful when trying to map CI types to existing classes. Regards, Chuck Baldi On Fri, Jan 16, 2009 at 11:02 AM, SCOTT PHILBEN

Re: Admin Tool Sync Search Database

Joe, BMC provided an updated DLL for the Admin tool that fixed the timouts trying to do Sync Search Database with 7.1.0 p 3/4. They said it was in the patch 4 of the admin tool but it was not there. We had to replace the DLL to fix the problem. I can dig it up and email it to you if you can't

Re: CMDB 2.1 help needed - Changing the class for a CI from BMC_MONITOR to BMC_COMPUTERSYSTEM

As far as I know, you will need to re-import (or re-create) the monitor CI as the appropriate class and delete the one mistakenly created as a ComputerSystem. You should also investigate how the Monitor got created as a ComputerSystem in the first place. Regards, Chuck Baldi On Wed, Dec 10,

Re: Error creating Incidents from Requester Console

What patch level are you on for ITSM? This was a bug (I think in 7.0.3) that was fixed in one of the patches. Regards, Chuck Baldi On Wed, Dec 10, 2008 at 11:42 AM, Edward Womack [EMAIL PROTECTED] wrote: ** Hello Listers I am working in a Microsoft 2003, SQL 2005, ARS 7.1, ITSM 7.03

Re: Company wants to use VMWare and SQL 2005 for Remedy 6.3

And don't try to use it in production. Still significant performance impacts. We have QA and production environments that are identical except that QA is all VMs and Prod is native OS. Prod performance screams while QA is unacceptably sluggish (if it wer a production system). Regards, Chuck

Re: Problem with Incidnet Report -- ITSM V7

If you are referring to the Print button report then I have recently encountered this. This report (Help Desk (English) for an Incident) does not run directly against HPD:Help Desk but instead runs against HPD:HelpDeskPeopleReportJoin which joins help desk and CTM:People. The join criteria is

Reporting and dynamic group fields

Hello listers, I have modified several fields on HPD:Help Desk to have only permissions of a dynamic group that I have added to the form. This is to restrict access to these fields based on operational category values, or give Public access otherwise. This works fine--so far so good. However,

Support site down?

Hello listers, Is anyone else having trouble getting to BMC Support website? I was getting long delays and javascript errors, and now I'm getting 500 errors. I'm just wondering if it is the access from my customer site or if it is on BMC's side. Regards, Chuck Baldi

Re: Server Groups - is load balancer required?

Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Wed, Sep 10, 2008 at 1:58 PM, Charles Baldi [EMAIL PROTECTED] wrote: ** Hello listers, We have installed ARS 7.1

Server Groups - is load balancer required?

Hello listers, We have installed ARS 7.1 with ITSM 7.0.3. We are building the QA and Prod environments with multiple ARServers and multiple Mid-Tiers. We currently have a load balancer in front of the Mid Tier servers but do not have one between the Mid Tier and ARServers. We have been having

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