The one style argument I would have with that technique deals specifically
with how to move incoming emails from the AR System Email Messages Form to the
staging form. He uses a Filter, and rightly cautions, The Java process that
runs the email engine will fail to create an entry in the AR
I've seen this behavior as well with the latest SRM but haven't had time to
investigate it. That hotfix will be on my list to test now.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
From: Action Request System discussion list(ARSList)
Do you have SharePoint? If so, you can work with the SharePoint administrator
to set up a BDC (Business Data Catalog) connection (basically XML) to a view on
the Remedy database, and display that data in a SharePoint Calendar.
SharePoint calendars can also be integrated with Outlook so you
If you look into Task Management, there are automated tasks that you can build
that should help you with some of that. You would still have to do some level
of customization of ITSM (especially if you want to pass data entered via SRM
to the Task itself) but it should be doable.
Thanks,
**
Thanks Shawn,
Is there a document specifically about Task Management. I can't find anything
about the Launch Command feature of this...
Thanks!
Lisa
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson
In order to help developers like myself get better at filtering data, my son is
named Robert'); DROP TABLE Students;-- Pierson.
http://xkcd.com/327/
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On
The way to determine if you need to create another class is to consider what
additional attributes you need to track that don’t exist in any of the other
classes. My personal preference is to use the Computer System class as sort of
a catch all, and like Rick Cook said, use Categorization to
We're currently in the process of figuring out how many Remedy licenses we need
to purchase in order to bring our newly merged organization up on Remedy. The
other company that we are being combined with is on Footprints, we are on
Remedy, so we thought that BMC would have some sort of license
Goodall
Software Engineer 2 | Development Services | jcpenney . www.jcp.com
http://www.jcp.com/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 03, 2012 3:06 PM
To: arslist@ARSLIST.ORG
Subject: BMC Numara Footprints
-BMC product line.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 03, 2012 3:33 PM
Log in to the Application Administration Console and go to the Advanced tab,
then select SRM Advanced Preferences and you can turn the Cart
functionality via the Show Cart field, or are you trying to do this on a case
by case basis?
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
We experienced a lot of latency on multiple browsers with SP2 and BMC sent us a
custom hotfix that I believe cleaned up some of the mess in the Javascript and
CSS on the Midtier to resolve the issue. BMC Support should be able to get a
good handle on this because a lot of people have had
I would echo what others said about a People record being required, but I would
also suggest building an integration with Active Directory via ARDBC. Just
build a vendor form against the User Accounts in AD via ARDBC, then build an
escalation to put that data into a staging form, which has
Sorry for the even further off topic history lesson, but the term “third world”
bothers me. It has become a term that relates to a nation’s backwardness or
poverty rather than the original meaning with relation to the Cold War.
The terms First, Second, and Third world basically express the
What is showing up in the logs? I've been dealing with some Normalization
issues as well, and I see lots of things in the neJob.BMC.ASSET.### files but
none that explain this. The only errors I see are for products that truly
don't match anything in the Product Catalog where I get errors such
I'm in a similar situation. BMC has put together a matrix comparing the two,
but it's not very complete. According to BMC, SCSM isn't something that has
been a competitor to the Remedy platform in the past, so they don't have a well
put together comparison between the two.
I have put
a developer has not touched the system in over a
year except for patching.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 17, 2012 11:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: System Center
It looks like just another activist investor trying to make some short term
dollars without any long term concern. My opinion is that BMC is doing well
enough that they probably won’t do everything he says, but they will likely
make some small changes to their organization to drive up share
iTunes is probably the main reason I have no interest in Apple products. It’s
like you’ve been given a Ferrari and are limited to driving it in on a go-kart
course.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList)
Something that I have is a custom webpage on my MidTier that redirects based on
which incoming DNS host name the user is coming from (options are remedy or
the physical server hostname for I.T. staff or help for end users. I think I
got this from someone on the ARSList but I forgot who so I
)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, May 17, 2012 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: System Center 2012 Service Manager question
I can't speak for all situations, but in my experience the vast majority of
situations where the tool is switched
discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, May 25, 2012 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: System Center 2012 Service Manager question
Yesterday was my company's demo of Microsoft SCSM. Overall I would say that
the demo made it look promising
I've been testing some similar ideas, and while I agree that a CRQ is the best
approach from a process standpoint for enhancement requests, the extra fields
available on the Work Order screen are nice. If you need to report on your
backlog of enhancement requests, it seems much easier to do so
Just a heads up, if you are on 7.6.4 and your users are angry that Asset
Management is less useful than prior versions because BMC removed the search by
Role functionality from the Asset Management console, I found the above item in
the Supportweb knowledge base that includes a hotfix to
Perhaps a good alternative would be if BMC somehow made a volunteer-based
support forum that could take the place of their offshore support. They could
somehow anonymize the contact data to where you don't actually know who the
person you are dealing with is, and they could use this new
I would also add that they game the SLA system as a rule by trying to close
things out for being open too long. On numerous occasions, either myself or
one of my colleagues has had a ticket open with BMC Support where BMC made no
progress on the issue and didn't respond to us, then after a
In these situations we use email distribution lists maintained in Exchange
instead of having them listed anywhere in Remedy. I don't see why it wouldn't
work, since the email engine is just passing onto SMTP or whatever and properly
formatted lists of email addresses should work. I would just
I've seen these types of situations play out before, and basically what
generally happens is one of two things: 1) the management of the corporation
makes some changes to take the wind out of the sails of the activist
investor(s), or 2) the management of the corporation is replaced by people
Most of the stock is held by non-BMC folks. According to
http://finance.yahoo.com/q/mh?s=BMC+Major+Holders it says that 91% of the
shares are held by institutional and mutual fund owners. For example, the top
mutual fund holder according to that is DODGE COX STOCK FUND which has 5.10%
of
Just like the minimum amount of time being one hour for floating licenses.
Most floating users in my organization log in and log out within maybe 15 – 20
minutes, but due to the way the licensing timeout works, there’s a bunch of
licenses being used for no valid reason other than the vendor
is not intended to convey a role as a spokesperson,
liaison or public relations representative for BMC Software, Inc.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, June 21, 2012 10:29 AM
To: arslist@ARSLIST.ORG
Subject
What I set up (that I can't share, unfortunately) is that I created an
intermediate form for approvals that updates the back-end approval form for
approvers and alternates. I also adjusted the emails that go out in
SYS:Notification Messages (I think that's the form name) to include some
An example of a Windows version that was a minor version update but is
actually very different is Windows Server 2008 versus Windows Server 2008 R2
(not to be confused with Windows Server 2008 SP2.) In fact, I think that 2008
was technically Windows NT 6 and 2008 R2 is Windows NT 6.1, but I
Good morning,
It looks like in SRM 7.7, the Survey functionality ignores the SRM Preferences
form completely. I had wanted to limit the surveys to only one company but it
looks like that is impossible. Does anyone have a solution for doing so other
than creating some custom code?
Thanks,
Another point that I would make is that based on my own observations, I'm not
sure I've seen a case where someone goes from Remedy to ServiceNow and stays
there. From a functionality standpoint, I've heard that companies used to the
Remedy suite generally end up unhappy with ServiceNow and
We built a Task Console for using on the landing page, although there is a
defect in it that is preventing it from working correctly if you save it to
your default profile, which BMC hasn’t been very helpful with since it’s custom.
However I agree, Tasks should be much more visible, because
Claire,
Could some of them be Incidents that you migrated from your old system, or some
created by SRM and some manually? I've not seen this behavior before, but I
would try to identify at least one example that does show up at all times and
one example that doesn't, and do a comparison via a
Dale,
I think all of the ITSM suites out there could use a lot of improvement, but
then again, our processes as users of those suites probably need just as much
if not more. After we implemented ITSM 7.0 back in 2007, most of the user
complaints I encountered were about the processes rather
Good morning folks,
I'm about to begin working on something and I wanted to run it past you all
first. Our problem is that we rely heavily on Tasks for infrastructure groups
that are part of Change Requests yet approvals for those groups must be done
manually. For example, the DBA team works
://www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, July 10, 2012 8:06 PM
To: arslist@ARSLIST.ORG
Subject: Task Management
I think that a good place to start would be to look at the past few AR System
service pack whitepapers and see how many defects in recent releases were
specific to Linux as an OS. It's not something that I've looked into, but I
have a theory that Windows receives the most QA time, and as a
I've been given a request that is simple but I don't think can be done in SRM
7.7 without creating an AIF.
Basically, what the user wants is an instruction section for each question.
For example:
Would you like to report an issue or enhancement?* ( ) Issue ( ) Enhancement
_Select Issue
Ron,
One side project I've worked on recently but haven't had time to finish is a
refresh of testing data. For example, I set up some Migrator scripts to move
Product Catalog data from Production to testing. It was kind of a pain because
of all the different forms, but it may be an easier
I resolved a similar issue with 7.6.4. In my case, it was due to the Change
Implementer being populated by the Assignment Mappings, even though those
fields are not something usable in 7.6.4. That's the first thing I would check
into.
Thanks,
Shawn Pierson
Remedy Developer | Energy
Have either of you tried running on the real version of Tomcat rather than
the version BMC ships with the Mid Tier? While I've not had the trouble you
all have, I'm personally more confident in downloading and setting up Apache
the way I think it should be set up, then installing the Mid Tier
discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, August 13, 2012 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Apache Tomcat
**
Have either of you tried running on the real version of Tomcat rather than
the version BMC ships with the Mid Tier
I personally like using the HPD:IncidentInterface_Create form to do imports if
I have something custom, especially if you're doing the migration on the same
server that your data resides. It takes care of some of the lookups for you so
you don't have to worry about it too much. Be sure your
. Nate.
Nathan Aker
ITSM Solution Architect
McAfee, Inc.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, August 14, 2012 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Importing data from another
I ran into similar issues with custom approval processes years ago, and I can't
remember what I did to fix it other than recognizing that it was my fault
somehow. The two things I would suggest doing are 1) turn on approval logging
via the Approval Administration Console and see what is going
Business Objects/Remedy
Desk: 972-464-3712
PCS: 973-652-6723
SA_Intakehttp://saintake.t-mobile.com/
SA Portalhttp://sa.eng.t-mobile.com/Pages/Default.aspx
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, August 14, 2012 9
How are you getting the data from AD into Remedy? I have an integration that
serves the same purpose and I use Escalations to make the updates on a
scheduled basis. As a result, each record triggers the filters in its own
action rather than in bulk. I'm processing about 4,000 records daily
processing as well? Nate.
Nathan Aker
ITSM Solution Architect
McAfee, Inc.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, August 20, 2012 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: AD People Integration Choking due
I've always thought of the song by The Prodigy, Poison. The lyrics are
mostly the two guys singing back and forth, I got the poison... then the
other I got the remedy, I got the pulsating rhythmical remedy. I don't know
about you, but my 7.6.4 installation is neither pulsating or rhythmical.
I've worked with both, and in the specific case of running Remedy, I personally
prefer SQL Server. Part of it may be due to the out of the box case
insensitivity, the easier to use interfaces (I have done Microsoft-based
development and taken several SQL Server DB classes in the past.) We use
I haven't done that, but at least with an advanced interface form I believe
that may be one of the (undocumented) things you can push to. I have an AIF
that has some fields exposed to populate the Customer fields, so on this
specific request anyone that has access to it can submit it on behalf
responsible to oversea and/or monitor the
request from end to end ensuring its completing and integrity.
Moe
From: Pierson, Shawn
[mailto:shawn.pier...@sug.com]mailto:[mailto:shawn.pier...@sug.com]
Sent: Friday, September 07, 2012 4:00 PM
Subject: Re: SRM assign to submitter for On Behalf Of
**
I haven't
I know it's not your question, but we ran into a lot of issues with AI, so we
kept using AIE. BMC Support assured me that AIE is not going away too soon
even though the plan is for AI to replace it. Based on what I've seen, AI has
all the functionality of AIE and more. Unfortunately, it's
The answer is yes, you will need the JDK, but I'd suggest reading the install
guide and filling out the install worksheets to make sure you have everything
you need in place which includes the prerequisites.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
If it's just a onetime migration why not use the Data Management Tool?
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Thursday, September 13, 2012
Another route could be to layer two fields on top of each other, one being a
date field that stores the value and has no calendar button, the other being a
calendar field with no data visible but with a calendar button. The
no-calendar button is read only so they can't click on it, and since
selection.
** Not sure if i followed you. I'll try.
Jose Manuel Huerta
http://theremedyforit.com/
On Wed, Sep 19, 2012 at 4:23 PM, Pierson, Shawn
shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote:
is to set the read only da
_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where
We had to make our own audit form for Asset Management. The tricky part is
being able to track relationship (including people and CI) changes. The other
major enhancement we made for Asset Management is a CI Transfer form. It's
used on Computer Systems, so when a user gets a new PC, you can
I don't have a good answer either, but we do something like this, although
completely custom. Basically, we have a form in SRM for software requests,
that create Work Orders. Based off of values in the fields of the Work Order
template, I have the things I need to 1) create the Product CI
SQL Server is cheaper and easier to manage. It works better when it comes to
case sensitivity. For the amount of users you have, there are no performance
advantages or anything when it comes to Oracle. Basically, Remedy works
perfectly fine on both, but you should use whatever you and your
Are you using Advanced Interface Forms? If you're using standard SRM SRDs and
AOTs I would look at the mappings on the SRD first. Also you didn't mention
whether the Service Request record gets created successfully, or if it's messed
up from the beginning. I've had issues with the mapping
Good morning,
I've been tasked with moving Support Groups to an entirely different Company
structure. Basically, in the Data Wizard Console in 7.6.4, I can rename
support groups and organizations, but they seem to need to stay in the same
Company. Other than re-creating them from scratch in
First, I would double check that the ADDM user has Asset Admin permissions. If
so, I would look at BMC.CORE.CONFIG:BMC_Dataset_ and ensure that Asset Admin is
listed in the CMDBRowLevelSecurity and possibly the CMDBWriteSecurity fields if
adding it to the first doesn't solve it.
Thanks,
Good afternoon,
I have an unusual request that I am working through, and hope that someone here
has an idea that may work to implement different signature escalations on
different approvals within the same process.
Basically, we have two different Change Management processes in ITSM 7.6.4. To
: patchsk [mailto:vamsi...@gmail.com]
Sent: Thursday, October 04, 2012 9:46 AM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Pierson, Shawn
Subject: Re: Multi-Tenant Approval Signature Escalations
What you are looking for is a combination of approval chain and SLA
I know all the work was already done manually, but why not just write an
Escalation to do a REPLACE on the field to remove the hyphens and avoid dealing
with any import issues altogether?
Otherwise, Atrium Integrator/AIE in conjunction with the Reconciliation Engine
are the right ways to
Good afternoon,
I'm working on something that keeps giving me errors and I was wondering if
anyone might have an idea other than deleting the record and creating a new one.
Basically, I have a custom Process Flow Configuration record that I would like
to update. When I tried to set the Status
Import into Asset
**
That's probably a better idea since I don't know AIE yet.
I would create the escalation on the AST:Monitor form (for monitors). Correct?
Thanks!
Lisa
On Wed, Oct 17, 2012 at 2:22 PM, Pierson, Shawn
shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote:
**
I know all
We're not supposed to do this since BMC doesn't support it, but word on the
streets is that my uncle's brother's son would run this against
BMC_CORE_BMC_BaseElement and add a WHERE clause looking for ClassId =
'BMC_MONITOR' to avoid the potential join form issues that could arise
especially if
Good morning,
I've been tasked with building a custom approval process. The requirement is
that on Change Management, the Close Down Approval isn't to take place until at
least 24 hours after the Change Request is completed. The way I was thinking
of handling this would be to use a custom
it seems like nobody in support understands how
approvals work.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Pierson, Shawn
Sent: Thursday, October 18, 2012 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Approval Engine Notifications
Good morning,
I've been tasked with building a custom
Do you have some conditions that must be met? In your example of three
approvers, do they all have the same weight? For example, if the I.T. Manager
and I.T. Director are added as approvers and either one can approve and have it
still go through, but if the Business manager is added and they
My personal (as in don't make any decisions based on this, especially
financial) opinion is that since BMC shares have stabilized from the massive
freefall of last year and reached a bottom of around $31/share earlier this
year, potential buyers may wait to see if BMC's sales stabilize. I'm
Just to follow up since I didn't get any answers, I found that I was running
into errors, but for some reason they weren't showing up in the log. What was
happening is that my custom process would be bypassed and the backup process I
selected was being triggered. When I took that out, I saw
We've been trying to bring in consultants over the past few years, with varying
degrees of success. I can assure you that the market for Remedy is the
strongest I've seen it since the dotcom boom. We had to offer a difficult rate
(from management's perspective) just to start receiving
I didn't vote and I'm not sure if I would next year or not either. Within my
current environment, we won the battle to get the other half of the
organization to use Remedy, but I'm spending nights and weekends getting things
set up for them, and as a result my time spent on the ARSList is
Shouldn't this be handled via the license jobs on the SAM Console in 7.6.4?
The way I've done it is to load the data in through various means to create the
CIs, and the license jobs (which you have to build, but can be fairly generic)
can relate them to the Contracts in an automated fashion.
trying to associate/relate hardware to contracts, don't think this does
it for us...
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, 25 October 2012 2:33 p.m.
To: arslist@ARSLIST.ORG
Subject: Re
In my experience, Migrator 7.6.4 tends to drop permissions on Active Links and
potentially mess up other things. It also would take much, much longer than
getting a backup of the database and restoring it to another instance of SQL
Server and fixing the hardcoded server references to the
Good morning,
For the past two weeks, we've seen issues within a specific subset of the users
accessing the Mid Tier. Basically what happens is that they log in to Remedy
(we have SSO so they don't actually log in), sometimes they can see the Home
Page, sometimes they can't. Other times it's
This is most likely due to an assignment mapping. While the fields aren't
visible in the Best Practices view, they are visible in the older version of
the Change Management form. I don't recall what I had to do to fix this, but I
believe it involved changing the mappings so that the same
Doh! I can't believe I left that out. I'm on 7.6.4 SP2 for everything, but
with a custom hotfix for the midtier with things that I'm not sure BMC has
still fixed in their official release despite it being nearly a year after we
discovered the issues. Maybe when I have time I should try SP3.
From my perspective, wiki pages are great for documentation that is dynamic
and needs constant maintenance. It makes a lot of sense for a tool like ADDM
since the TKUs contain different updates for different applications and models
that need to be updated regularly. However, also on the ADDM
Good afternoon,
Has anyone gotten the 7.6.4 Data Management Tool to work successfully on
Windows 7 and Office 2010? Any guidance on what might need to be done to get
this working would be appreciated. I keep getting errors that the CSV being
generated is read only, but I've verified that not
- SQL Server 2008
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of
Pierson, Shawn
Sent: Monday, November 05, 2012 1:06 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM 7.6.4 Data
@ARSLIST.ORG; arslist@ARSLIST.ORG; Pierson, Shawn
Subject: Re: ITSM 7.6.4 Data Management Tool Windows 7
The installation guide talks about window DEP settings.
Not sure if it applies to DMT but did you check on that?
It is under system properties- advanced -- performance -- Settings.
Private
: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Pierson, Shawn
Subject: Re: ITSM 7.6.4 Data Management Tool Windows 7
The installation guide talks about window DEP settings.
Not sure if it applies to DMT but did you check on that?
It is under system properties- advanced -- performance -- Settings
It's not difficult to filter out PCs in 8.3 either so I'm not sure that would
be a huge thing to worry about. You can basically filter them by the OS
running on them and that should take care of it.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
From: Action Request System
I can confirm that IE9 is causing issues for us as well, both in things not
loading well and performance problems.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf
Good afternoon,
I wanted to see if anyone had found a way to use Change Process Flow records
without using specific Templates. In the 7.0.3 I was able to simply use
Approval Process Configuration records to bypass phases that aren't needed. It
looks like in 7.6.04 you have to select a
I want to jump in and ask a question on this specific to the example of the
Overview Console, and the area I'm specifically most interested in is the
customizable Home Page version of it, rather than the standalone Overview
Console. You said,
As BMC has uncovered areas where licenses were
for CM licensing to cover ~300 people because it was
free when CM was homegrown, I get that shutup look each time I mention this
issue).
Jason
On Nov 14, 2012 6:18 AM, Pierson, Shawn
shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote:
I want to jump in and ask a question on this specific
That article is older, but it doesn’t seem that controversial to say that you
could build a ticketing system similar to the Help Desk application in eight
months. However, the screenshots in that URL are a mess. Even the pre-7.6.4
ITSM tabbed interface looked cleaner. I thought one of the
If it was the same briefing that I attended, I believe the line may have been
blurred a bit between SRM, the AI agent, and the rest of the chat
functionality. I recall the BMC folks saying that SRM 8.0 was compatible with
ARS and ITSM 7.6.4 and that we could upgrade SRM on its own now. The
: The New BMC Chat (what version of ARS and ITSM will it work on)
But if support has no idea about it, what do you do when you run into issues
with it?
Sent from my iPhone
On Dec 10, 2012, at 10:14 AM, Pierson, Shawn shawn.pier...@sug.com wrote:
If it was the same briefing that I attended, I
Good afternoon folks,
I'm running into a weird issue on ITSM and ARS 7.6.4 that I wanted to run past
you all. Basically, the user was experiencing an issue where they try to get
to the Incident form, and the only thing they get is a grey screen on the Mid
Tier. The system isn't trying to
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