We have the opposite issue. We have been Business Objects users for years, and
we've owned BMC Analytics for a year and a half, but the extra BO server
license is really useless for us since we put it on our production BOXI server.
BMC didn't want to give us a discount even though we wouldn't
Good morning,
I was wondering what you all view as the best practice for dealing with assets
that have been stolen, in as much as tracking that in Asset Management. How do
your companies deal with this?
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX
We tried to use it to import into our CMDB, and after a while we got it
working. We are no longer using it. It's far inferior to EIE, in my opinion,
especially since you have to do .NET development just to map fields between
applications.
Shawn Pierson
From: Action Request System discussion
This looks like it may be the best option for us as well. It's simple and
seems to make sense since the location really did change.
We also have no tie between our financial system and Remedy at this point, and
the only part we are looking at integrating at this time are related to
purchasing
Good morning,
Has anyone heard from BMC whether the next version of SRM will have
relationships or not? If you pull up the Work Orders form, it looks like BMC
hastily copied the form from Change Management and deleted the table field and
workflow but left the tab and a few buttons there. It
I am as well. We upgraded from a prior version of SRM and had a BMC person
here doing some minor custom stuff, so I wonder if there was a problem in the
upgrade because of that.
That should be ok as I plan to restore my DB from production and do a new
install of 2.2. Perhaps that would help.
Good afternoon everyone,
We randomly started getting a message on Asset Management today citing an error
any time you try to open the Asset Management Console or any form dealing with
assets. The error is:
ARERR [102] Name parameter (or name field in a parameter) is empty
I've seen instances
11, 2009 at 1:21 PM, Pierson, Shawn
shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote:
**
Good afternoon everyone,
We randomly started getting a message on Asset Management today citing an error
any time you try to open the Asset Management Console or any form dealing with
assets
There is one filter that you have to remove both the URL and attachment from.
Unfortunately, I forgot the name of the filter but I believe it originally got
it from BMC's knowledgebase. I would try to do a search there first.
Shawn Pierson
From: Action Request System discussion list(ARSList)
This is not always the case. For example, if someone registered
remedysucks.com and used it to sell T-shirts with smart alec quips about
things they don't like about Remedy, I think it would be legal under the first
amendment. In that case, they are mocking the product, which is a form of
Personally, I blame our government for how terrible of a product the Remedy
Approval Engine is. I just know that the political party I oppose is
responsible for making the Approval Central link too generic which makes my
management angry. The whole thing is either a liberal or conservative
You should try exporting ITSM then. I don't know if it's even possible to do
without crashing something, and I haven't tried lately.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Monday, June 29,
I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate
Change and Incident templates to AOTs. As a part of my troubleshooting, In my
investigations, it appears that BMC hardcoded a field in the search criteria
for Incident and Change templates that doesn't exist on either
that the later
seems to apply in many cases is beside the point. ;-)
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 08, 2009 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Wednesday SRM Humor
**
I've been
to make it easier, but the
template names need to be modified since they have to be unique.
Tami Palacky
Remedy Developer
Dev Technologies
On Jul 8, 9:29 am, Pierson, Shawn shawn.pier...@sug.com wrote:
Good morning,
I've been working with SRM and the Work Order Management, and was curious
Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 08, 2009 3:53 PM
To: arsl...@arslist.org
Subject: Re: Wednesday SRM Humor
**
I recall when I was learning Perl the book I used always seemed to use $foo
and $bar
We use log shipping for sending our ARSystem changes to our remote backup
server and it works fine with no problems. Obviously, this works for us since
we don't have requirements for realtime replication or mirroring.
From: Action Request System discussion list(ARSList)
One thing to consider is the time zone that the people who you will need to
call are in. We have had a tremendous amount of trouble with BMC support due
to the time zone. Since most of their U.S. based support is in Pacific time,
and they apparently start work at 9:00am, if you are in EST or
Norm,
It's not simple, and I believe there is a whitepaper about it that I am too
lazy to look up right now.
Basically, you have multiple levels of licenses. So if you were setting up a
new server and wanted to log in as a user for Incident Management, you would
have to have:
1) AR Server
Isn't CSS considered to be CRM? I know it's not the most widely used Remedy
product suite out there, but it should count.
Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of dcharters
Sent: Tuesday, July 14,
This is correct, and it can be far-reaching. At my current employer, we were
looking into purchasing ITSM a few years ago. Basically, BMC let us have it
for paying back-maintenance from an old company.
So basically what happened is that Company E went sold off Company C and
went bankrupt.
I'd like to echo that David Easter's message to the ARSList is the only
official communication I got about this. I contacted my sales rep, but I got
the impression that my inquiry was the first he had heard about it as well.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL
of BMC Software, Inc. My voluntary
participation in this forum is not intended to convey a role as a spokesperson,
liaison or public relations representative for BMC Software, Inc.
Axton Grasm
On Thu, Sep 4, 2008 at 9:45 AM, Pierson, Shawn [EMAIL PROTECTED] wrote:
**
I'd like
It is possible to set up a database to be case insensitive in Oracle. The
Remedy limitation is really an Oracle limitation. By default, Oracle is case
sensitive, and your DBA should either know or be able to figure out how to make
your ARSystem database case insensitive. However, as far as I
We did this and ran into no issues. We have a pretty straight-forward Remedy
implementation, with the DB on a remote server so it was just a matter of the
DBAs copying over the appropriate files and setting up ARSystem on the new 2005
server, and my team updating the ar.cfg file to point to
Good morning everyone,
I just wanted to check in and see if everyone else in the Houston area on this
list is doing well or not. Sorry to clog up the ARSList with non-Remedy stuff,
but we've got major problems down here that aren't being reported on in the
national news, and I just wanted to
To: arslist@ARSLIST.ORG
Subject: Re: OT: Hurricane Ike
**
You don't need to apologize for the post, Shawn. We're family here, and we're
concerned about you, Claire, the BMC offices, and others that got hit by this.
Keep us posted, please.
Rick
On Thu, Sep 18, 2008 at 7:16 AM, Pierson, Shawn
offer my home. Afterall, the arslist is an
extended family of sorts.
Susan
On Thu, Sep 18, 2008 at 9:16 AM, Pierson, Shawn [EMAIL
PROTECTED]mailto:[EMAIL PROTECTED] wrote:
**
Good morning everyone,
I just wanted to check in and see if everyone else in the Houston area on this
list is doing well
Susan,
While I agree with your feelings on the matter, I don't think BMC is going to
do any of the things you suggest. Also, I sent my sales rep an email after the
news of it being cancelled, and have been in contact with him as an outlet
rather than the ARSList. Sometimes it's better to
I didn't mean to make a dig at anyone. If what I said gave you any offense I
apologize because that was not my intent. I was thinking more of my own
reputation. Sometimes I find it more interesting to participate in discussions
that we all feel passionate about like this and say negative
This isn’t directly specifically at Kelly, but at everyone who is in that type
of situation.
I would be offended if my boss didn’t trust me enough to be professional and do
my job. I don’t think I would want to work for someone that didn’t trust me
enough to be able to go to Las Vegas for a
I don't have a lot to add right now as I've only skimmed over this, but I agree
with those who say this is what the industry has been going towards. Actually,
I think BMC (or actually Remedy) should be complimented for how much backwards
compatibility they have maintained over the years. I
Instead of making a change to the way ITSM route, we chose to publicly ridicule
people who don't fill them out and treat them with contempt.
I'm joking. Actually, we didn't change the software, but rather made it a best
practice and run a report that shows Incidents and Changes without those
It's hard to tie this in with politics though.
Obama drives a Ford Escape Hybrid, which isn't listed here.
McCain drives a Cadillac CTS, a 2005 Volkswagen convertible, a 2001 Honda
sedan, a 2007 Ford pickup, a 1960 Willis Jeep, a 2008 Jeep Wrangler, a 2000
Lincoln, a 2001 GMC SUV, and his wife
to free speech.
ROFLMAO !
Have a great weekend ... and don't forget to vote
Regards...Gidd
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Pierson, Shawn
Sent: Friday, October 03, 2008 9:19 AM
To: arslist@ARSLIST.ORG
I've never run into that. The first thing I'd try would be clearing the cache
on the Mid Tier, and if that doesn't work, go into the Admin Tool and look at
the form. If the Save button is available, click it, and try again after the
Mid Tier re-caches.
From: Action Request System discussion
Actually, that's one of my favorite examples of inconsistency in ITSM. I don't
think it's because the same person created all of those fields, I think it
suffers the same problems any other large, long-lasting ARS application does.
So to further your complaint, the Change Manager's database
Same here. I wonder if they know that they are violating the CAN-SPAM Act.
Perhaps we should find out who is behind it, as they can be fined $11,000 for
each individual email they send out.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Luksha,
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Pierson, Shawn
Sent: Monday, October 20, 2008 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Elite?
Same here. I wonder if they know that they are violating the CAN-SPAM
Good morning,
Has anyone ever successfully used the CMDB web service? We have a vendor that
has come in and is trying to use it, but has been unsuccessful thus far. The
only thing that has happened is that when they attempt to access it, Tomcat
seems to crash and we can no longer use either
I have a tool called Web Services Studio that is pretty good. Unfortunately, I
don't think either we or the vendors know what the data we are pushing should
look like, and I'm not sure they are going about it the right way, as they are
trying to write directly to the BMC.ASSET dataset.
Peter,
Thanks for the email. The web service does seem to be correctly installed, but
we have found that calling some methods causes Tomcat to hang up, and others
just simply don't work. For testing, we're using the appadmin account just to
see if it works, and that still doesn't seem to be
Good afternoon everyone,
This is something that should be simple, but I can't seem to get it working
right. When creating a Navigation Field, I'd like to be able to have all items
on all of the menus opened whenever the form opens. Is there some trick to
getting it to do it? I've tried
their own
version. This may make patches and updates difficult, but we haven't tested it
fully yet to see what the impact will be.
Thanks to all those who responded.
_
From: Pierson, Shawn
Sent: Monday, November 03, 2008 8:44 AM
To: arslist
Next year, BMC User World will be cancelled to not conflict with a Star Trek
convention.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Rick Cook
Sent: Monday, November 17, 2008 8:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Monday Humor: They're ready
There have been a lot of interesting responses, but there have been a few areas
that haven't been covered here that I've either built myself or with a team so
I'll list them below.
A data-driven ARS-based survey application to tie in with a trouble ticket
system, but was created generically
I haven't used SSRS much, but I do recall that it is more difficult to report
off of applications like Remedy than .NET applications. The reason being that
Remedy doesn't store foreign keys and such to relate to other tables in the
DBMS, rather storing relationships like that in the
Good morning,
I decided to try going from patch 6 to patch 9, and found a strange bug and
wanted to see if anyone else ran into this before.
Basically, we use AD authentication for Remedy, but do store all permissions
and such in ARS. This has worked fine for my account in the past. However,
I once had an interview where the technical portion consisted of How do you
create a user in Remedy? then once I answered that sufficiently, the questions
were more along the lines of asking me for technical advice because the
interviewer was thrown into Remedy and didn't know what he was
This sounds like a really big deal. Has BMC said that it's as designed, or is
this a bug? This could potentially break Remedy for ITSM applications.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Frank Caruso
Sent: Monday, December 01, 2008 1:39 PM
I've run into similar problems with ARS Patch 9 when using Active Directory,
but haven't seen any threads on it yet.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Barb Wagner
Sent: Thursday, December 11, 2008 9:34 AM
To: arslist@ARSLIST.ORG
Subject:
That depends on what type of work is required. If they want a junior resource
for data entry or something like that, then it could be ok.
Also keep in mind that some recruiting firms are getting their job requirements
from other firms, who are getting it from other firms, and so on. This is
I'm pretty sure that jobs aids are just a fancy term for documentation.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96
CS/SCCE
Sent: Thursday, December 18, 2008 1:42 PM
To: arslist@ARSLIST.ORG
Subject: JOBAIDS?
**
Ib,
I know you're a smart guy so I'm not going to ask why the Filters don't work
and such, so another creative option might be to create another dataset in the
CMDB where you update it via SQL or some other means that you know will work,
then use the Reconciliation Engine to merge the
I'd like to third this. I was never notified of BMC UserWorld 2009 being
cancelled, except through the ARSList. My company too has money set aside for
training and it is disappointing that we won't have this conference available,
especially since BMC sales seems to have lost interest in
The questions about upgrading to ARS 7.1 lately have gotten me thinking about
something.
For our disaster recovery solution, we have a failover server sitting in
another city, with a different server name, etc. We use log shipping in SQL
Server 2005 to keep the two databases synchronized. In
.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, January 14, 2009 1:17 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.1 Licenses and Database Log Shipping
**
The questions about upgrading to ARS 7.1
Good morning,
I'm curious if anyone else out there has a good explanation for why BMC went
from using a Diary field to a separate table for the work log on the ITSM
applications. Management here has told the users to fill it out more, and now
that they've been doing it, they are upset that
I see all three versions of everything logged in on mine. I think what David
is pointing at is that in some cases there are multiple support ids, and that
if you don't have the right one that your support contract is tied to, you may
not be able to download them. That still doesn't explain
Out of curiosity, what if you are married to a foreign national who gets their
citizenship?
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of VanSickle, James W
Sent: Monday, January 26, 2009 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Jr. Remedy
The ARS List is no place to talk politics, especially in defaming my president.
Based on the email address you are using, I'm very surprised you don't have
more respect for this country.
Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList)
I have a feeling that as BMC shifts Remedy to be more of a Java tool, they are
trying to make it easier for Java Developers to work with the ARS toolset.
Notice all the focus over the past few years of making your own plugins and on
the focus of making a decent Java API instead of a Java
Title: Message
**
Personally, I did this for all applications just by modifying the
logout.jsp and adding in this meta tag right below the other meta tag in
there:
META
HTTP-EQUIV="Refresh" CONTENT="2; URL=""
class=678315412-10102006>yourservername/arsys/home"
This
makes it log out, then takes
Title: Message
**
Jamie,
I'm
forwarding this message for someone who tried to respond but is having problems
sending to the ARSList. Hopefully this helps.
Thanks,
Shawn
Pierson
-Original Message-From: Narsing Metpally
[mailto:[EMAIL PROTECTED] Sent: Wednesday, October 11, 2006
1:56
Title: Message
**
Lori,
Unfortunately it is hard to compare load times for forms because it
partially depends on the complexity of the form (e.g. number of fields, number
of extra items like tabs, view fields, etc) and the performance of the mid tier
server itself.
In my
experience when it
Title: BMC Discovery Suite
**
Hello folks,
My company is looking into using the BMC Discovery Suite (Foundation, Topology, Configuration) to populate our CMDB and leverage that for our ITSM applications. I'm wondering if any of you have experience with it and what your general opinion is.
Title: OT: Home Page Customization
**
I've been thinking of the best way to customize the Home Page form for my Remedy implementation. Currently, I set the white space that takes up about 3/4 of the screen to be a view field to a static HTML page with some graphics and instructions on using
Is LDAP enabled? That could be a potential problem if you had it
enabled on the old system but it is not configured on the new system.
If all else fails, you can create a new Administrator account from the
command line using arcache and see if that one works.
-Original Message-
From:
Title: Message
**
I
heard it was supposed to be released early November, but no solid
date.
Additionally, if you have the BMC Discovery Suite or plan on implementing
it, for some reason it needs CMDB 2.0.1.
-Original Message-From: Action Request
System discussion list(ARSList)
Title: Message
**
There
are a couple of factors to consider. Make sure that the user that the
Remedy daemon runs under can access that directory and file. I'm not sure
if you did that or tested it via the username that you log into the system
with.
In any
case, it sounds like it's time to turn
This is one of the flaws of most early ITIL adoptions I think. While in
ITIL everything is initiated and communicated through the Service Desk
as front line support, that doesn't mean that it has to be an
organization structure. There's no valid reason for them to limit the
KBs as tightly as
I think that you can still go by car with only a birth certificate and
state-issued photo id for a few more years. However, most people would
be going by plane, so yeah.
Does anyone know why they're having it outside of the U.S. this year?
Wouldn't it have been easier to have it in Seattle? I'm
Halloween isn't a big deal, but the fact that it's being held out of the
country is. I'd like to go, but the fact that it's in Canada is going
to make it even more difficult to convince the management of the value
of the User World.
-Original Message-
From: Action Request System
I'm getting HTTP 500 - Internal server error messages all over the
place on Supportweb so I assume they're having issues.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Monday,
I'm glad that I installed Patch 20 on my test server, because it hosed
everything up. I'm debating trying out a completely new install to see
if that works, but Patch 20 is a failure so far and I will not be
deploying it to my production environment until the kinks are worked
out.
I also
I still can't get it to work on Windows even with the newer files. For
some reason it doesn't try to log in to the database using ARAdmin and
instead seems to pass a null value to SQL Server.
Hopefully support gets back to me with a solution because it would be
nice to have enough confidence in
My plan was to simply do a few things like the following:
1) Create a few tickets with the current date.
2) Change the date to right after the DST change and create a few
tickets.
3) Modify the tickets created in step 1.
4) Verify everything worked as expected in steps 1 - 3.
5) Repeat all
Good morning folks,
I don't recall seeing anything specific to this before on the list and
wanted to bring it up for advice.
In our current homegrown system, I built an application that is similar
to Asset Management that I call Application Inventory. In it, there is
a list of applications, a
I was working as a consultant for a while and it was great. You
generally get better organized, bigger projects to be on where full-time
work often ends up being admin work.
As far as the durations are concerned, rarely do 3 - 6 month projects
remain 3 - 6 months. For some reason Remedy is one
Good afternoon folks,
In my current homegrown app, on our assignment groups, we have a field
that I use for group emails and group pagers. All of our pagers are
email compatible, so I just use the normal email engine to send them.
In ITSM 7.0, the pager section requires you to set up some
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, June 04, 2007 12:29 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.0 Group Email Paging
**
Good afternoon folks,
In my current
Joe,
In some cases, the oversights of BMC in this release of ITSM are so huge
that you have no choice but to customize things to some degree. While
best practice is to avoid directly touching the OOTB forms, there are
some important customizations you have to make. For example, we had to
change
Dan,
In my experience, you most impress management with items that deal with
communicating things. They will not be all that impressed if you are
able to do something that makes the CMDB return results three times
faster. What impresses them are things relating to notifications,
reporting, and
It's pretty easy for what my company's needs are. BMC will provide you
with license keys specifically for DR if you ask for them.
Additionally, all you really need to do is get AR System installed on
the backup server, then copy over the ITSM files (alternatively, you can
install the ITSM suite
Good afternoon,
I'm looking for an easier way to populate permission groups and licenses
for users in ITSM 7.0. In the past it was easy just to copy one
person's permissions to another in the User form, but with the added
CTM:People Permission Groups form in the way, among other things, I'm
not
It depends. If you're using the CMDB, then it might be worth looking
into. If you're not using the CMDB, I wouldn't even consider the BMC
Discovery Suite.
Additionally, I would look into other vendors that your company may
already use and see if they have an interface. If you're running SMS,
I agree completely with what you've written, and I've had to deal with
pretty much everything you wrote here within the past few months. I've
got a high priority ticket open right now that I haven't heard from BMC
support in a few days now, despite updating the ticket asking for a
call.
On the
I would just add a record that has a value of something like CLEAR
so it shows up at the top of the list, and when a user selects that
value in the menu, you kick off an Active Link on Menu Choice that sets
the field to $NULL$. This prevents you from adding a Clear button to
the form and taking
Joe,
It's not working for me either and the rest of the support site is ok.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe Bucci
Sent: Monday, June 18, 2007 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Is the Support Site
Good morning folks,
I'm having issues with SLM, and it looks like BMC Support has decided
that my issue is too difficult to work on or something as they haven't
responded to me for a few weeks now so I turn to the ARSlist for help.
Basically, I'm trying to create Service Targets for Incidents.
Good morning folks,
When attempting to run a report out of the full client in 7.0, I get the
following error:
An error occurred while generating the Crystal report: 0x80004003 -
Invalid pointer (ARERR 1904)
Any ideas on what this is and how to fix it? The BMC knowledgebase is
useless for this
You all are correct. Reinstalling the WUT seemed to help.
The information in this e-mail, and any files transmitted with it, is intended
for the exclusive use of the recipient(s) to which it is addressed and may
contain confidential, proprietary or privileged information. If you are not an
Rick,
For certain things it does seem like it would make sense. I can think
of two scenarios where you would want this:
1) Email Approvals. Let the approver simply respond with Approve or
Reject in the body and leave it at that. The system can be case
insensitive and drop off the d or ed
If you are on ITSM 7.0, you should go to the Application Administration
Console. From there, it will show you a list of things you need to
configure, including users.
The reason I suggest you start there is because the proper way to set
up the users requires they have a People record as well,
Roseta,
I believe the answer to your question about the unknown users are those
who log in that are not listed in the People data. For example, if you
have the system set to allow guest users, it should let them still
request things if you have single tenancy set. This is useful if you
don't
We don't use contact unless the customer is someone like an executive
that has their assistant handle everything, who gets listed as the
contact. It's more of an optional thing for the situations where people
are unable to be reached for their own tickets.
-Original Message-
I'm running patch 3 in a similar environment to you, except using Tomcat
instead of Newatlanta, and I'm able to log in ok and all of the apps
work as expected so far. I wouldn't necessarily suggest moving from
ServletExec to Tomcat in production if you're already using it, but that
might be a
Norm,
The easiest way I can think of off hand is to create companies of those
independent business units. If the organization you're talking about is
large enough it would probably be best to have multiple ITSM
installations on multiple servers, and use DSO to push between the
different
When you go into a company's configuration, on the Advanced tab you can
set up multiple tiers for the companies, although I'm not sure what that
does. If you have ITSM 7 installed, go to the Application
Administration Console, select one of the companies you created, and
click View. Look at the
Good morning folks,
Does anyone know if there is a way, without changing the workflow, to
not send artask attachments from ITSM 7.0? Is this a configuration
setting somewhere?
Thanks,
Shawn Pierson
5444 Westheimer Rd
Houston, TX 77056
(713)989-7226
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