Re: Modify incident vai email
Take a look at this series of articles: http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-2/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-3/ http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/ http://williamrentfrow.com/part-5-updating-incidents-incoming-email-remedy-email-engine/ Once you have the staging form and basic workflow in place, you can add all sorts of intelligence to it to route, close, re-open, change status, get attachments, etc... Hope this helps! -Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu -Original Message- From: remedy lee [mailto:haeyoon@gmail.com] Sent: Wednesday, March 23, 2011 3:03 PM Subject: Modify incident vai email Ok I looked through the remedy guide and determined that Modifying an Incident using an email template doesn't work unless Remedy itself sends a reply back to an email submit. So there's no way for me to use the modify template for a support staff to close a ticket via email. Using the email engine modify instruction that is. So is a possible solution to create a staging form that accepts an email submit and it matches up the INC# and modifies it accordingly? Or is there a better way? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Federated Knowledge Management
I am wondering if anyone has managed to set up (or even considered) a federated knowledge management system using RKM? My thought is to facilitate knowledge sharing between multiple companies (or in our case, universities) by connecting our individual RKM installs via DSO, or by setting up a central knowledge database. We would obviously want to be able to pick and choose what is shared and what is internal. It would also need to be configured in such a manner that it would not matter what version of Remedy the various companies are using. Thoughts? -Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general availability
Just downloaded the new version and noticed that SRM comes with something called Identity Request Management. What is this about? Is BMC going to be developing some integrations to other IDMs, or this just an SDK for us to do it ourselves? -Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Easter, David [mailto:david_eas...@bmc.com] Sent: Friday, January 28, 2011 9:24 PM Subject: ITSM Suite 7.6.04 (including AR System 7.6.04) has reached general availability ** FYI - The IT Service Management Suite version 7.6.04 has reached general availability and is available for download from the Product Downloads (EPD)http://apps.bmc.com/server/available.cfm?fc=EPDAPP site. The compatibility matrix site will be updated within the next few business days. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those 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. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: OT - Friday Humor
Answer to #5: http://www.youtube.com/watch?v=YHTyH2nuFAw - How to fold a fitted sheet. ;) Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu 10. Bad decisions make good stories. Really bad decisions make epic sagas. Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pruitt, Christopher (Bank of America Account) Sent: Friday, November 26, 2010 8:22 AM To: arslist@ARSLIST.ORG Subject: OT - Friday Humor Subject: Truths for Mature Humans 1. I think part of a best friend's job should be to immediately clear your computer history if you die. 2. Nothing stinks more than that moment during an argument when you realize you're wrong. 3. I totally take back all those times I didn't want to nap when I was younger. 4. There is great need for a sarcasm font. 5. How the h$%^ are you supposed to fold a fitted sheet? 6. Was learning cursive really necessary? 7. Map Quest really needs to start their directions on # 5. I'm pretty sure I know how to get out of My neighborhood. 8. Obituaries would be a lot more interesting if they told you how the person died. 9. I can't remember the last time I wasn't at least kind of tired. 10. Bad decisions make good stories. 11. You never know when it will strike, but there comes a moment at work when you know that you just aren't going to do anything productive for the rest of the day. 12. Can we all just agree to ignore whatever comes after Blue Ray? I don't want to have to restart my collection...again. 13. I'm always slightly terrified when I exit out of Word and it asks me if I want to save any changes to my ten-page technical report that I swear I did not make any changes to. 14. I keep some people's phone numbers in my phone just so I know not to answer when they call. 15. I think the freezer deserves a light as well. 16. I disagree with Kay Jewelers. I would bet on any given Friday or Saturday night more kisses begin with Miller Lite than Kay. 17. I have a hard time deciphering the fine line between boredom and hunger. 18. How many times is it appropriate to say What? before you just nod and smile because you still didn't hear or understand a word they said? 19. I love the sense of camaraderie when an entire line of cars team up to prevent a jerk from cutting in at the front. 20. Sometimes I'll look down at my watch 3 consecutive times and still not know what time it is. 21. Even under ideal conditions people have trouble locating their car keys in a pocket, finding their cell phone, and Pinning the Tail on the Donkey - but I'd bet everyone can find and push the snooze button from 3 feet away, in about 1.7 seconds, eyes closed, first time, every time! 22. The first testicular guard, the Cup, was used in Hockey in 1874 and the first helmet was used in 1974. That means it only took 100 years for men to realize that their brain is also important. Christopher Pruitt Business Consulting III HP Enterprises Services christopher.pru...@hp.com www.hp.comhttp://www.hp.com/ Confidentiality Notice: This message and any files transmitted with it are intended for the sole use of the entity or individual to whom it is addressed, and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended addressee for this e-mail, you are hereby notified that any copying, distribution, or dissemination of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately destroy, erase, or discard this message. Please notify the sender immediately by return e-mail if you have received this e-mail by mistake. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Asset tracking
Does anyone here have a method for tracking assets (in Remedy) that are temporarily loaned to a department? Is this something that can be managed using the Asset Management application (which we don't currently have)? We are bringing our Media Equipment team into Remedy and IM doesn't quite meet their needs. I started developing a custom app for them a while back and it was sidelined, but now we are considering upgrading our licensing and it would include AM. I suppose the real question comes down to: should I bother to continue work on the custom app at this point if a better way is around the corner. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Run Process PSEXEC
Has anyone used Run Process active links to run PSEXEC.exe to execute remote commands on a Windows machine? I am looking for ways to gather customer computer information and run simple processes from the Service Desk without purchasing extra software to do so. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Session Invalid Error
I've seen this behavior in 7.1 without a load balancer in the way. Timeouts happen in 15 minutes instead of 60 and I've never figured out why. Running Tomcat 5.5 and MT 7.1 patch 006. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Lyle Taylor [mailto:tayl...@ldschurch.org] Sent: Wednesday, July 28, 2010 1:41 PM Subject: Re: Session Invalid Error ** Hmm. Odd. I was seeing something similar at one point, but I think I tracked it down in our case to either the F5 or the IBM HTTP server switching someone from one MT server to the other for some unknown reason. It hasn't happened for a while for us, though, so I'm not sure what changed. I'm pretty sure I've never seen sessions expire like that so long as the person stays on the same MT server, though, on 7.1 p5 or 7.5 p3. Just out of curiosity, why do you have apache web servers in front of tomcat if they're simply forwarding to the local tomcat instance? Are you serving up static content (e.g., documentation) as well? Now you're making me nervous about upgrading. We're currently on MT 7.5 p3, and I was considering changing to p6. Have you done any testing with p5 or p6 yet to see if that makes a difference? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, July 28, 2010 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** I've verified this is not the case by looking through the Apache access logs. The sessions are staying with the same Apache HTTP server. The Apache HTTP servers talk to Apache Tomcat on localhost, so the HTTP servers aren't redirecting to different Tomcats. On Wed, Jul 28, 2010 at 12:15 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** I would try to double-check that when this happens, the person hasn't actually been switched from one mid-tier server to the other - doing that could cause what you are seeing. You could verify this by logging into the configuration page and looking at the cache information just after someone gets an invalid session message and has to log in again. There are entries on the cache settings page for everyone that has recently logged into the mid-tier on that server. If you find an entry for that person on both servers, then I would suspect that something is causing the F5 to switch from one server to the other, despite the sticky bit setting. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, July 28, 2010 8:10 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** We are facing the same issue with mid-tier 7.5 patch 4 on Tomcat 6.0.20. Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those 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. On Wed, Jul 28, 2010 at 2:50 AM, Aluru, Radhika radhika.al...@invesco.commailto:radhika.al...@invesco.com wrote: ** Hi Listers, In my Test environment, Session timeout is set to 60 minutes in Remedy midtier servers. I have F5 load balancer in front of two midtier servers and sticky bit is set to 120 minutes on the F5 load balancer. Application timeout is set to 1 hour. When users are accessing the application via web, users are getting session invalid or timed out error before 60 minutes sometimes before 20 minutes . This is not happening every time. It is intermittent. Has anyone faced this type of issue and found any solution to resolve this? I have tried setting the session time out in web.xml(located in D:\ARSystem\Mid-Tier\WEB-INF) file of the midtier servers. But this didn't resolve the issue. Any help would be appreciated. Thanks. Environment Details: AR Server --7.1 patch 3 Miditer --7.1 patch 6 OS --Windows standard 2000 Database -- SQL 2005 Regards, Radhika Aluru | Remedy Admin | Direct Line: +1 713 214 8270 | Mobile: 00919177708021 Confidentiality Note: The information contained in this message, and any attachments, may contain confidential and/or privileged material. It is intended solely for the person(s) or entity to which it is addressed. Any review, retransmission, dissemination, or taking of any action in reliance upon this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where
Re: Generate Ticket via incoming mail from subject line
You can start here: http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/ and work through the rest of the related entries. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: T Wang [mailto:remedy.lis...@gmail.com] Sent: Thursday, July 15, 2010 1:12 PM Subject: Generate Ticket via incoming mail from subject line ** Does anyone have a method to generate incident ticket base on the subject line of the incoming mail and not relying on the message body? _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: User Tool On Win 7 64 Bit
I am aware of this. However, I was just providing the official Microsoft names and how I got things working. I did make mention to the issue I saw during testing from Win 7 Beta to RC to RTM. ;) http://windows.microsoft.com/en-us/windows7/products/features/windows-xp-mode Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: LJ LongWing [mailto:lj.longw...@gmail.com] Sent: Wednesday, June 23, 2010 3:18 PM Subject: Re: User Tool On Win 7 64 Bit ** Robert, There is a difference between running something in XP Compatibility mode and running something in XP Virtual modeI have had to do both with some softwarebut one does not necessarily mean the other. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Fults Sent: Wednesday, June 23, 2010 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Bear in mind that XP Mode is a virtualized Windows XP environment and WUT will not be running natively in this manner. This can cause some stability issues. What Jeff is describing is called Compatibility Mode and works for most applications. When installing the 7.5 WUT you need to go to \Disk1\InstData\VM and set the Compatibility Mode for setup.exe to Windows XP SP2, then you can run the setup.cmd file a couple directories up which sets your system path information and runs the installer with the proper arguments. Earlier versions are a little bit easier to install since you just need to set the compatibility mode on the EXE installer. BTW, WUT 7.5 patch 004 crashes whenever it tries to open a FlashBoard on my system, so I downgraded to patch 003. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Joe D'Souza [mailto:jdso...@shyle.net] Sent: Wednesday, June 23, 2010 2:22 PM Subject: Re: User Tool On Win 7 64 Bit ** Cool.. Nice to know.. Maybe that was what was wrong when I installed the Atrium Orchestrator Dev tool on my laptop. It didn't work correctly after installing and complained about some admin rights when launching the tool when I am the admin of the system! I'll uninstall it the next time I need to use it and install it in XP mode and see if it works.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Maher, Jeff Sent: Wednesday, June 23, 2010 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Hi Joe, right click on the program icon, select properties, then click the Compatibility tab. In there you can select what OS you want it to simulate when you run the program.. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, June 23, 2010 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Maybe a dumb question to ask, but how do you install something in 7 in an XP mode? I am pretty new to Windows 7 myself and can't quite say I like it as yet except for the pretty desktop pictures it comes with out of the box :-) Too much has changed from the XM / Windows 2000 Professional days, and many of those changes appear like they have tried to make things easier for new users just learning a new OS, but has left some of us old school guys wondering where is what.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of McClure, Don Sent: Wednesday, June 23, 2010 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Hi Brian and Joe. I am using WUT 7.5/patch 5 and 7.1/patch 7 on my Win7 Ultimate, 64-bit (Dell Precision T7500). As I remember--the 7.5 installed without issue; the 7.1 required installing in XP/SP2 mode (basic installer would not recognize available disk space for installation). Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, June 23, 2010 12:50 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Try 7.5. I had it installed on windows 7 home premium edition with no problems.. I have not tried earlier versions on windows 7. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Sokol, Brian Sent: Wednesday, June 23, 2010 1:41 PM To: arslist@ARSLIST.ORG Subject: User Tool On Win 7 64 Bit ** Will the Remedy User app work on Windows 7 64 Bit? If so what version(s)? I tried an unpatched 7.1 and it would not install. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494
Re: User Tool On Win 7 64 Bit
Bear in mind that XP Mode is a virtualized Windows XP environment and WUT will not be running natively in this manner. This can cause some stability issues. What Jeff is describing is called Compatibility Mode and works for most applications. When installing the 7.5 WUT you need to go to \Disk1\InstData\VM and set the Compatibility Mode for setup.exe to Windows XP SP2, then you can run the setup.cmd file a couple directories up which sets your system path information and runs the installer with the proper arguments. Earlier versions are a little bit easier to install since you just need to set the compatibility mode on the EXE installer. BTW, WUT 7.5 patch 004 crashes whenever it tries to open a FlashBoard on my system, so I downgraded to patch 003. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Joe D'Souza [mailto:jdso...@shyle.net] Sent: Wednesday, June 23, 2010 2:22 PM Subject: Re: User Tool On Win 7 64 Bit ** Cool.. Nice to know.. Maybe that was what was wrong when I installed the Atrium Orchestrator Dev tool on my laptop. It didn't work correctly after installing and complained about some admin rights when launching the tool when I am the admin of the system! I'll uninstall it the next time I need to use it and install it in XP mode and see if it works.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Maher, Jeff Sent: Wednesday, June 23, 2010 2:16 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Hi Joe, right click on the program icon, select properties, then click the Compatibility tab. In there you can select what OS you want it to simulate when you run the program.. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, June 23, 2010 2:10 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Maybe a dumb question to ask, but how do you install something in 7 in an XP mode? I am pretty new to Windows 7 myself and can't quite say I like it as yet except for the pretty desktop pictures it comes with out of the box :-) Too much has changed from the XM / Windows 2000 Professional days, and many of those changes appear like they have tried to make things easier for new users just learning a new OS, but has left some of us old school guys wondering where is what.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of McClure, Don Sent: Wednesday, June 23, 2010 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Hi Brian and Joe. I am using WUT 7.5/patch 5 and 7.1/patch 7 on my Win7 Ultimate, 64-bit (Dell Precision T7500). As I remember--the 7.5 installed without issue; the 7.1 required installing in XP/SP2 mode (basic installer would not recognize available disk space for installation). Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Wednesday, June 23, 2010 12:50 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool On Win 7 64 Bit ** Try 7.5. I had it installed on windows 7 home premium edition with no problems.. I have not tried earlier versions on windows 7. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Sokol, Brian Sent: Wednesday, June 23, 2010 1:41 PM To: arslist@ARSLIST.ORG Subject: User Tool On Win 7 64 Bit ** Will the Remedy User app work on Windows 7 64 Bit? If so what version(s)? I tried an unpatched 7.1 and it would not install. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.comhttp://www.scholastic.com/ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Allow support staff to edit all Incident Tickets
Having a similar issue in 7.1. When system was originally built they enabled multi-tenancy and all the support groups wanted access to move all the tickets. Then they complain that their own data needs to be private. :s Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu -Original Message- From: remedy lee [mailto:haeyoon@gmail.com] Sent: Tuesday, June 15, 2010 10:51 PM Subject: Re: Allow support staff to edit all Incident Tickets You don't need to create a filter for that workflow. You can set the assignment configuration to set Incident Owner as Help Desk for all tickets. On Jun 15, 6:37 pm, Martinez, Marcelo A marc...@cpchem.com wrote: I was recently working on something similar (ITSM 7.0.03). In my org, the help desk is the only support group which can re-assign and update anyone else's tickets. We do not allow every support group to edit every ticket; they can view all tickets but not edit them. I have not given the help desk incident master permission either; what I did was create a filter which sets the help desk as the incident owner when the ticket is submitted (the owner fields are hidden). The reason I don't grant the help desk incident master permission is because I do not want them to have the ability to delete incident records. I am not sure if the owner fields are still there in 7.5... Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tricia Sent: Tuesday, June 15, 2010 4:30 PM To: arsl...@arslist.org Subject: Allow support staff to edit all Incident Tickets Hi Everyone, We have rolled out Remedy ITSM 7.5 to the users in April. We are now doing follow-up feedback to see what the users like and dislike. One constant is they want to be able to update and transfer Incident tickets no matter what queue it is in. For example if the Service Desk has a ticket assigned to them but Tier 2 has an update, Tier 2 can update the ticket directly. Very similar to the way they worked in 6.3. Can anyone help me accomplish this without giving everyone Incident Master permissions? Thanks, Tricia __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: No subject given
In the workflow, date/time is calculated in seconds. We calculate this
information in the same manner that Norbert described in his post.
If you want to stop users from closing incidents you can build a bit a workflow
that executes on Modify IF ('Status'=Closed) AND ($USER$ != AR_ESCALATOR)
and have it throw an ERROR message, which will prevent the incident from being
saved until the status is changed.
Sincerely,
Robert Fults
Remedy Admin/Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.eduhttp://uts.fiu.edu/
From: IT (Amanullah Bashir Ahmed) [mailto:ahmed...@emiratesnbd.com]
Sent: Sunday, June 13, 2010 1:28 AM
Subject: No subject given
**
Hi Enslin,
Thanks for your response. One more thing is if I want to stop all users to
close the incident. My concern is incidents should close only using Auto Close
Resolved escalation. Now in my company users can close the incidents but I am
interested users would not be able to close the incidents manully, what should
I do?
Thanks Regards
Amanullah
Software Consultant
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Enslin Van Blerk - MWEB
Sent: Wednesday, June 09, 2010 3:22 PM
To: arslist@ARSLIST.ORG
Subject:
**
Hello Amanullah
I think the only way in 7.1 is to change the escalation
HPD:INC:AutoCloseResolved
Regards
Enslin
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of IT (Amanullah Bashir Ahmed)
Sent: 09 June 2010 09:45 AM
To: arslist@ARSLIST.ORG
Subject:
Hi there
Version 7.1
According to BMC Remedy If you leave an incident as resolved, after 15 days
the Incident Management application closes the incident.
My requirement is If you leave an incident as resolved, after 5 days the
Incident Management application should close the incident
What Changes or configuration required to do this.
Thanks in advance
Thanks Regards
Amanullah
Software Consultant
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Re: Deleting Remedy Records Specifically Incidents and Their Audits
You generally don't want to delete the records. Consider archiving them instead. Robert Fults Remedy Admin/Dev Florida International University From: Kevin Begosh [kbeg...@gmail.com] Sent: Friday, June 04, 2010 2:07 PM Subject: Deleting Remedy Records Specifically Incidents and Their Audits ** Just wondering how everyone out there removes records, HelpDesk tickets specifically and it's audits from the system. I was going to have an escalation that went through and remove all of the based on that cirteria, have a delete flag or something, but how is everything removing the Audit logs and for that matter all other forms related, Worklogs, SLM:Measurements etc... Just for the audit logs though for help desk, form is HPD:HelpDesk_AuditLogSystem Is the best way to in the same workflow that is deleting the helpdesk record to do a delete on the Audit log record if the $Original Request ID$ = 'Entry ID' Not looking so much for a hey do this but just wondering what everyone does -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Custom System Email Message
If I remember correctly I just created the email in the sys:notification messages form, then duplicated the 2 filters that were attached to another message with minor adjustments for the tag info. They should show up in the notification list in the user profile so they can opt out. But it has been a while, and I can't find the documentation at the moment. Need to get myself organized... :\ Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Kevin Begosh [mailto:kbeg...@gmail.com] Sent: Thursday, May 20, 2010 12:24 PM Subject: Custom System Email Message ** List, Does anyone know of a how to/white paper on how to add a custom email that uses the remedy out of the box email process. Just like the out of the box emails that you can go into your peronal profile and opt out of them, and how you can change the text in sys:messages etc... I know most of the steps I justs did not know if I was missing anything. I know there are documents on how to add a custom field to the process so kind of looking for something like that but just a new message instead. ARS 7.1 ITSM 7.03 Windows 2003 -- Kevin Begosh _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
South Florida RUG
Anyone in the South Florida area interested in (re)starting a local Remedy User Group? I know ARSList is the greatest resource ever, but I think it would be good to get together, face to face, with other Remedy users and share ideas/thoughts about what we are doing or where we are going with Remedy. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Trepidation moving from ARS 6.3 to 7.5 with Helpdesk 5.6 baggage
Went from 5.5 to 7.1. 7.1 has worked out well for us. We worked with a consultant since we had no idea what we were doing at the time and we ended up creating a duplicate of the 5.5 Helpdesk form and importing all of the old data into that for archival purpose. Don't know exactly what he did with that since I joined the project halfway through the upgrade process and I never looked into it. I have been playing with 7.6 and really like what I am seeing. That being said, you should really request a demo and see if it will meet your needs. Sincerely, Robert Fults Remedy Admin/Dev Florida International University From: Brad Terhune [brad.terh...@live.com] Sent: Monday, May 17, 2010 1:32 PM Subject: Trepidation moving from ARS 6.3 to 7.5 with Helpdesk 5.6 baggage ** Hey everyone. I am currently running ARS 6.3 (with some patching) and the Helpdesk 5.6 forms. Remember those? I like them. They work wonderfully for us. The server is Windows Server 2003 R2 and the database is remote and Oracle. -Anyway, I am currently buying maintenance and support from BMC. I was told that in order to stay within the realms of support I would need to upgrade ARS to 7.5. -Has anyone else done that using Helpdesk 5.6 with any measure of success? -Also, has anyone moved away from Helpdesk 5.6 to a different, “out of the box” Helpdesk from BMC? What do you think about it? Sorry for such broad questions, but I really would like to know if my present system is sustainable. If not, I’d like to hear what other people on the list tried that worked (or did not work)? Thank you, Brad Terhune brad.terh...@live.commailto:brad.terh...@live.com University of Tennessee Health Science Center Memphis, TN _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
Or you can follow this series: http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-1/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-2/ http://williamrentfrow.com/automating-service-bmc-remedy-email-engine-part-3/ http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/ http://williamrentfrow.com/part-5-updating-incidents-incoming-email-remedy-email-engine/ http://williamrentfrow.com/add-email-attachments-incoming-emails/ I have some updated material that will allow you to accept multiple incoming attachments as well. Sincerely, Robert Fults Sr. Remedy Dev. Florida International University From: Martin, Dwayne [marti...@jmu.edu] Sent: Monday, May 10, 2010 2:27 PM Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the “AR System Email Messages” entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: References for www.misicompany.com
They seem to be the US subsidiary of these guys: http://en.wikipedia.org/wiki/NTT_Data. They also seem to be pretty big and publicly traded in Japan: http://investing.businessweek.com/research/stocks/snapshot/snapshot.asp?ticker=9613:JP. Can't give references, but they LOOK reputable. Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu -Original Message- From: Joe D'Souza [mailto:jdso...@shyle.net] Sent: Thursday, April 22, 2010 12:52 PM Subject: Re: References for www.misicompany.com Actually I thought the same thing too which is why I raised the question. But I know Misi (over this list) long enough to know that I hadn't ever previously heard of any possible association between Misi and this company. I do not think they claim that either, but I'm really curious how they came up with that name. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of LJ LongWing Sent: Thursday, April 22, 2010 11:57 AM To: arslist@ARSLIST.ORG Subject: Re: References for www.misicompany.com I almost suggested it as wellkuz Misi is the only person I have ever met with that nameinteresting coincidence :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Thursday, April 22, 2010 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: References for www.misicompany.com I was going to raise the question :) Axton On Thu, Apr 22, 2010 at 2:20 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, Interesting, but I have nothing to do with them ;-) /Misi Anybody heard of them? Worked or contracted with them? I'm not sure I heard of them before and I got contacted by them with reference to some work in NYC and I was interested in references about them. Cheers Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Broken McAfee DAT update cripples Windows workstations
At least we have a WORKING fix now: https://kc.mcafee.com/corporate/index?page=contentid=KB68780. Tested and being deployed...manually. :\ Sincerely, Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Tommy Morris [mailto:tommy.mor...@radioshack.com] Sent: Thursday, April 22, 2010 4:17 PM Subject: Re: Broken McAfee DAT update cripples Windows workstations ** That was actually a perfect example of how McAfee is keeping PC's safe from viruses. Proactively shutting down machines before they can be attacked :P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, April 22, 2010 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: Broken McAfee DAT update cripples Windows workstations ** At UNT it killed thousands of XP machines that get their dats pushed out by E-Policy Orchestrator as soon as a new dat appears. Machines not on EPO that pull their dats daily were not affected; by the time they pulled, McAfee had removed the offending dat 5958. Sometimes proactive isn't better. 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:arsl...@arslist.org] On Behalf Of Robert Fults Sent: Wednesday, April 21, 2010 6:43 PM To: arslist@ARSLIST.ORG Subject: Re: Broken McAfee DAT update cripples Windows workstations ** This killed us today... Cleanup will be going on for a bit. And I don't even want to think about how many students are being effected... :S Sincerely, Robert Fults Remedy Dev/Admin Florida International University From: Drake, David [david.dr...@schwab.com] Sent: Wednesday, April 21, 2010 4:00 PM Subject: Broken McAfee DAT update cripples Windows workstations ** http://arstechnica.com/business/news/2010/04/broken-mcafee-dat-update-cripples-windows-workstations.ars _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Broken McAfee DAT update cripples Windows workstations
This killed us today... Cleanup will be going on for a bit. And I don't even want to think about how many students are being effected... :S Sincerely, Robert Fults Remedy Dev/Admin Florida International University From: Drake, David [david.dr...@schwab.com] Sent: Wednesday, April 21, 2010 4:00 PM Subject: Broken McAfee DAT update cripples Windows workstations ** http://arstechnica.com/business/news/2010/04/broken-mcafee-dat-update-cripples-windows-workstations.ars mailto:k...@schwab.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Application-Bus-Time-Add question
I added an integer field to the test form, did the set field and pulled the
value from the escalation policy form to the test form, then I passed the new
integer field into the process and it works. Thanks for everyone's help on
that part. :)
Any ideas one why I get an error using $TIMESTAMP$ in the statement when I do
this from a filter?
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Grooms, Frederick W [mailto:frederick.w.gro...@xo.com]
Sent: Wednesday, March 17, 2010 5:09 PM
Subject: Re: Application-Bus-Time-Add question
**
Go ahead and use 2 set fields actions so you can see the values of the fields
in the log.
Action 1: Set Fields
EscalationOffset=$EscalationOffset$
Action 2: Set Fields
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ $EscalationOffSet$
1 SGP0070 SGP0070
Fred
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Bus-Time-Add question
**
It's coming up as null in the set fields. :s Even though the data is there and
the qualification is being passed. I ran into another issue when I tried this
with a filter: $TIMESTAMP$ doesn't work. I get ARERR [4568] The start or end
time provided for the command is not valid. I also tried passing this from a
char field and got the same result.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 4:10 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question
$EscalationOffSet$ appears to be $NULL$ when you fire the AL. I would use a
logical if ($EscalationOffSet$ == NULL) { Throw an error message } first.
From: Robert Fults [mailto:rfu...@fiu.edu]
Sent: Wednesday, March 17, 2010 3:58 PM
To: Lamy, Thomas
Subject: RE: Application-Bus-Time-Add question
Tried it with the same results. I thought it was strange that the process
requires it to be in quotes in the first place, but $TIMESTAMP$ seems to work.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 3:39 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question
Looks like $EscalationOffSet$ is being read as a string and not an integer.
Try taking out the quotes.
From: herd-dispatch-boun...@mailman.stanford.edu
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:02 PM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: [HERD] Application-Bus-Time-Add question
How come
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ 86400 1
SGP0070 SGP0070
returns a result in my set fields action but
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ $EscalationOffSet$ 1
SGP0070 SGP0070
doesn't?
$EscalationOffSet$ is an integer field; I am able to get the info from this
field using the set fields action, but as soon as I use the
Application-Bus-Time-Add process nothing is pulled over.
Here is my AL log entry:
ACTL Start active link processing -- Operation - On Control
ACTL For Schema - +testingform
ACTL Linked to field - btn_showEsc (536870914)
ACTL On screen type - SET
ACTL Checking +testform:btnSetEscTime (0)
ACTL - Passed qualification -- perform if actions
ACTL 0: Set Fields
ACTL Process: Application-Bus-Time-Add 3/17/2010 2:35:25 PM
1
ACTL Date/Time Field (536870915) = Wednesday, March 17, 2010
3:35:25 PM
ACTL Integer Field (536870916) = 86400
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
_Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net
ARSlist: Where the Answers Are_
_Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net
ARSlist: Where the Answers Are_
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attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Application-Bus-Time-Add question
Sort of resolved the issue with doing this in the filter with the same concept.
Created a temp field for the timestamp then passed that field into the
process. :D
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Robert Fults
Sent: Thursday, March 18, 2010 8:45 AM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: RE: Application-Bus-Time-Add question
I added an integer field to the test form, did the set field and pulled the
value from the escalation policy form to the test form, then I passed the new
integer field into the process and it works. Thanks for everyone's help on
that part. :)
Any ideas one why I get an error using $TIMESTAMP$ in the statement when I do
this from a filter?
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Grooms, Frederick W [mailto:frederick.w.gro...@xo.com]
Sent: Wednesday, March 17, 2010 5:09 PM
Subject: Re: Application-Bus-Time-Add question
**
Go ahead and use 2 set fields actions so you can see the values of the fields
in the log.
Action 1: Set Fields
EscalationOffset=$EscalationOffset$
Action 2: Set Fields
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ $EscalationOffSet$
1 SGP0070 SGP0070
Fred
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Bus-Time-Add question
**
It's coming up as null in the set fields. :s Even though the data is there and
the qualification is being passed. I ran into another issue when I tried this
with a filter: $TIMESTAMP$ doesn't work. I get ARERR [4568] The start or end
time provided for the command is not valid. I also tried passing this from a
char field and got the same result.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 4:10 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question
$EscalationOffSet$ appears to be $NULL$ when you fire the AL. I would use a
logical if ($EscalationOffSet$ == NULL) { Throw an error message } first.
From: Robert Fults [mailto:rfu...@fiu.edu]
Sent: Wednesday, March 17, 2010 3:58 PM
To: Lamy, Thomas
Subject: RE: Application-Bus-Time-Add question
Tried it with the same results. I thought it was strange that the process
requires it to be in quotes in the first place, but $TIMESTAMP$ seems to work.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 3:39 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question
Looks like $EscalationOffSet$ is being read as a string and not an integer.
Try taking out the quotes.
From: herd-dispatch-boun...@mailman.stanford.edu
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:02 PM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: [HERD] Application-Bus-Time-Add question
How come
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ 86400 1
SGP0070 SGP0070
returns a result in my set fields action but
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ $EscalationOffSet$ 1
SGP0070 SGP0070
doesn't?
$EscalationOffSet$ is an integer field; I am able to get the info from this
field using the set fields action, but as soon as I use the
Application-Bus-Time-Add process nothing is pulled over.
Here is my AL log entry:
ACTL Start active link processing -- Operation - On Control
ACTL For Schema - +testingform
ACTL Linked to field - btn_showEsc (536870914)
ACTL On screen type - SET
ACTL Checking +testform:btnSetEscTime (0)
ACTL - Passed qualification -- perform if actions
ACTL 0: Set Fields
ACTL Process: Application-Bus-Time-Add 3/17/2010 2:35:25 PM
1
ACTL Date/Time Field (536870915) = Wednesday, March 17, 2010
3:35:25 PM
ACTL Integer Field (536870916) = 86400
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
_Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net
ARSlist: Where the Answers Are_
_Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net
ARSlist: Where the Answers Are_
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attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Application-Bus-Time-Add question
How come $PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ 86400 1 SGP0070 SGP0070 returns a result in my set fields action but $PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ $EscalationOffSet$ 1 SGP0070 SGP0070 doesn't? $EscalationOffSet$ is an integer field; I am able to get the info from this field using the set fields action, but as soon as I use the Application-Bus-Time-Add process nothing is pulled over. Here is my AL log entry: ACTL Start active link processing -- Operation - On Control ACTL For Schema - +testingform ACTL Linked to field - btn_showEsc (536870914) ACTL On screen type - SET ACTL Checking +testform:btnSetEscTime (0) ACTL - Passed qualification -- perform if actions ACTL 0: Set Fields ACTL Process: Application-Bus-Time-Add 3/17/2010 2:35:25 PM 1 ACTL Date/Time Field (536870915) = Wednesday, March 17, 2010 3:35:25 PM ACTL Integer Field (536870916) = 86400 Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Application-Bus-Time-Add question
It's coming up as null in the set fields. :s Even though the data is there and
the qualification is being passed. I ran into another issue when I tried this
with a filter: $TIMESTAMP$ doesn't work. I get ARERR [4568] The start or end
time provided for the command is not valid. I also tried passing this from a
char field and got the same result.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 4:10 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question
$EscalationOffSet$ appears to be $NULL$ when you fire the AL. I would use a
logical if ($EscalationOffSet$ == NULL) { Throw an error message } first.
From: Robert Fults [mailto:rfu...@fiu.edu]
Sent: Wednesday, March 17, 2010 3:58 PM
To: Lamy, Thomas
Subject: RE: Application-Bus-Time-Add question
Tried it with the same results. I thought it was strange that the process
requires it to be in quotes in the first place, but $TIMESTAMP$ seems to work.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
From: Lamy, Thomas [mailto:tom.l...@unh.edu]
Sent: Wednesday, March 17, 2010 3:39 PM
To: Robert Fults
Subject: RE: Application-Bus-Time-Add question
Looks like $EscalationOffSet$ is being read as a string and not an integer.
Try taking out the quotes.
From: herd-dispatch-boun...@mailman.stanford.edu
[mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults
Sent: Wednesday, March 17, 2010 3:02 PM
To: arslist@arslist.org; herd-dispa...@lists.stanford.edu
Subject: [HERD] Application-Bus-Time-Add question
How come
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ 86400 1
SGP0070 SGP0070
returns a result in my set fields action but
$PROCESS$ @@: Application-Bus-Time-Add $TIMESTAMP$ $EscalationOffSet$ 1
SGP0070 SGP0070
doesn't?
$EscalationOffSet$ is an integer field; I am able to get the info from this
field using the set fields action, but as soon as I use the
Application-Bus-Time-Add process nothing is pulled over.
Here is my AL log entry:
ACTL Start active link processing -- Operation - On Control
ACTL For Schema - +testingform
ACTL Linked to field - btn_showEsc (536870914)
ACTL On screen type - SET
ACTL Checking +testform:btnSetEscTime (0)
ACTL - Passed qualification -- perform if actions
ACTL 0: Set Fields
ACTL Process: Application-Bus-Time-Add 3/17/2010 2:35:25 PM
1
ACTL Date/Time Field (536870915) = Wednesday, March 17, 2010
3:35:25 PM
ACTL Integer Field (536870916) = 86400
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edumailto:rfu...@fiu.edu
http://uts.fiu.edu
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Re: Building a Remedy development server via VM clone
In the same boat right now. Any help would be appreciated. Using ARS 7.1, ITSM 7.0.03, Oracle 11g. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: T Wang [mailto:remedy.lis...@gmail.com] Sent: Tuesday, March 09, 2010 2:36 PM Subject: Building a Remedy development server via VM clone ** I was trying to find a thread discussion on this, but couldn't find it so i am hoping to get this clear from someone on the list and possibly other may use this as a helpful resource information in the future. Our system engineer and DBA were trying to setup a development server by just cloning the existing server of our current production system and place it on one of the VMHost within the network. I knew that it couldn't be that easy and of course that didn't work. We could not start the Remedy service and the ar.cfg and armonitor.cfg have already been change and point to the new VM guest OS. Our current system is on 7.1, ITSM 6.3, this is a Window base environment and the database server, web server and application server is on the same machine. I have never built a development server this way before. Normally I would create a new SQL instance on the same SQL box and do a DB backup and restore the ARSystem DB on the new instance and make sure that the ARSystem DB owner is ARAdmin. If anyone have an experience in setting the development server via a VM clone and won't mind the time to educate some of us I would appreciate it. Thanks T. _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: [HERD] Reusing the Status Reason field
:D Works now. Thanks! :D Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: Rabi Tripathi [mailto:rt2...@columbia.edu] Sent: Sunday, March 07, 2010 10:53 PM To: Robert Fults Cc: herd-dispa...@lists.stanford.edu Subject: RE: [HERD] Reusing the Status Reason field I just saw your subsequent comment on ARSLIST. This part of the menu qual is likely tripping you: 'Form Name' = $SCHEMA$ You need to add records on the form with 'Form Name' field set to name of the other form you are trying to have the menu work on. The easiest way may be to export the records on the form that have 'Form Name=HPD:HelpDesk, open the exported file in a text editor and do a search/replace to change HPD:HelpDesk to name of the other form. Then reimport the file, making sure you don't map the request id (or entry id, whatever the field with ID 1 is called). From: herd-dispatch-boun...@mailman.stanford.edu [mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults Sent: Friday, March 05, 2010 13:24 To: arslist@arslist.org Cc: herd-dispa...@lists.stanford.edu Subject: [HERD] Reusing the Status Reason field I posted this over in BMCDN: I am trying to reuse the status reason field from IM in a form in order to build some dynamic workflow. I copied over the field and verified that the menu was the same. I also copied over the hidden status reason field and duplicated the 2 Active Links (that I could find) that were related to these fields. For some reason I can't get the status reasons to load when I set my status to Pending or Resolved. The ALs were: HPD:SHR:OnDisplay_100_SetTempStatusReason and HPD:SHR:SetStatusReason_100. What am I missing? Why is it these issues don't exist with other fields like the Assigned Support Group fields? Any help would be great! Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Reusing the Status Reason field
Yes, I just copied the fields to a different form, didn't alter IM at all. I looked at the SYS:Status Reason Menu Items form, and I am still trying to figure out why the menu won't load. If I load a different menu it works, but is missing some of the items I need from the Incident form. I could load the values into a drop-down list manually, but it wouldn't be very dynamic that way. -Rob From: Thad K Esser [tkes...@regence.com] Sent: Friday, March 05, 2010 1:48 PM Subject: Re: Reusing the Status Reason field ** I think he's trying to add the status reason functionality to a completely different form, not repurpose its use on Incident. Robert, have you looked at the SYS:Status Reason Menu Items forms. The records there control the values in the display-only version of the menu (and are form-specific) and have to match the attributes of the hidden field. Thad Esser Remedy Developer From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Date: 03/05/2010 10:27 AM Subject:Re: Reusing the Status Reason field Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Do NOT repurpose fields in ITSM. You are only starting to see the reasons why it is a bad idea. Rick From: Robert Fults rfu...@fiu.edu Date: Fri, 5 Mar 2010 13:24:13 -0500 To: arslist@ARSLIST.ORG Subject: Reusing the Status Reason field I posted this over in BMCDN: I am trying to reuse the status reason field from IM in a form in order to build some dynamic workflow. I copied over the field and verified that the menu was the same. I also copied over the hidden status reason field and duplicated the 2 Active Links (that I could find) that were related to these fields. For some reason I can't get the status reasons to load when I set my status to Pending or Resolved. The ALs were: HPD:SHR:OnDisplay_100_SetTempStatusReason and HPD:SHR:SetStatusReason_100. What am I missing? Why is it these issues don't exist with other fields like the Assigned Support Group fields? Any help would be great! Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Reusing the Status Reason field
I posted this over in BMCDN: I am trying to reuse the status reason field from IM in a form in order to build some dynamic workflow. I copied over the field and verified that the menu was the same. I also copied over the hidden status reason field and duplicated the 2 Active Links (that I could find) that were related to these fields. For some reason I can't get the status reasons to load when I set my status to Pending or Resolved. The ALs were: HPD:SHR:OnDisplay_100_SetTempStatusReason and HPD:SHR:SetStatusReason_100. What am I missing? Why is it these issues don't exist with other fields like the Assigned Support Group fields? Any help would be great! Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: User Tool 7.5.00.004 hanging on ITSM 7.6 application consoles
I actually reported a similar issue to BMC last week with the User Tool. Patch 004 would hang whenever I tried to load a form containing a flashboard. Issue just seems to be with the User Tool though. Dev studio has been working fine at the new patch level. I only tested this against Windows 7 Pro x64, Vista Business x86, and XP Pro SP3 x86, since that is what I had handy at the moment. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: strauss [mailto:stra...@unt.edu] Sent: Tuesday, February 16, 2010 8:14 PM Subject: User Tool 7.5.00.004 hanging on ITSM 7.6 application consoles ** We started seeing very intermittent problems with the User Tool not responding while testing 7.5.00.003a, mainly with the Incident Console and form. This may have coincided with the recent update of Adobe Flash Player, as well. It became a problem across the board after we installed 7.5.00.004. Today I put 7.5.00.003a on a Vista vm with the older (Oct 2009) Flash Player, and it loaded ALL consoles, no problem. As SOON as I updated it to patch 004, it would hang immediately on Incident, Problem, Asset, CMDB, sometimes Change. It still opens the Admin Consoles, SLM, AIE, Approval, RKM (anything NOT part of ITSM) without hanging - these have never been prone to hanging in any version. Updating the server to 7.5.00.004 from 003 did not help. It even hangs on the User Tool that is locally installed on the AR Server... which doesn't even have Flash installed. Anyone else seeing similar issues? We have seen the problem with clients on: XP Pro Sp3 Vista Ultimate Sp2 Windows 7 Ultimate Windows Server 2003 Ent x64 Sp2 Windows Server 2008 R2 Ent x64 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remedy Home Page
http://fiu.edu/~rfults/remedyhome.html This is still in progress and the RSS feeds don't render properly in IE for some reason. Flash and RSS are actually linked to our main IT Support homepage (http://uts.fiu.edu) so when they update info there it reflects in Remedy. They are just view fields and I have an AL do a Set Fields to load the flash and RSS on window load. Links open in a new browser window using AL Run Process command. I have the IM and PM tabs with tables set to show tickets assigned to the current logged in support user and the flash board show total open tickets for the University. Ability to view tabs and support links are controlled using row-level security. Page really doesn't slow down too much using tables. If users have a lot of tickets assigned to them you can always chunk the table data so it doesn't load everything all at once. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edu http://uts.fiu.edu -Original Message- From: lee [mailto:haeyoon@gmail.com] Sent: Thursday, February 11, 2010 4:15 PM Subject: Re: Remedy Home Page Thanks everyone for the replies! I was really hoping to show a simple number of their own tickets. I could do it with tables and colcount but don't want to slow the home page down. On Feb 8, 7:17 pm, Brock, Anne anne_br...@bmc.com wrote: Might want to check out what BMC did with the ITSMoD home page; there's a webinar Tuesday morning that will show it. The webinar will be recorded for later viewing (go towww.bmc.com/eventsto sign up for it) It's much nicer looking! Anne Brock BMC SC (note: comments are my own, not necessarily BMC's position) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lee Sent: Monday, February 08, 2010 12:49 PM To: arsl...@arslist.org Subject: Remedy Home Page This one was quite difficult to search on. Everytime I log into Remedy, the Home Page is so plain. I have some ideas that I want to do but I'm wondering what others have done to spruce up their home page. I'm thinking of putting some simple like a flashboard. Ideally I'd like to put up a flashboard of the logged user's current open incident and work orders. However I can't find a way to do it with a single variable flashboard. Anyway, what have others done on their home page? Links to intranet? Picture of the company office? Thanks ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Jaspeserver integration
I am trying to get Jasperserver to connect to ARS 7.1 using Jaspars. I tried using the writeup http://www.mypathworks.com/arslist/Public?id=8ae4b6940c259f32010c3707fbae01bf to connect using iReport and can connect, but connecting Jasperserver to the data source seems a bit more complicated. I know some listers have successfully implemented this, so if anyone can help out with this please share your experience. DB is Oracle 11g. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: RPC Timeout Errors
I am actually working through the same issue using the Dev Studio with ARS 7.1. It only seems to happen when I am working from my Windows 7 box though. :s Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: danish khoya [mailto:danish.kh...@gmail.com] Sent: Sunday, February 07, 2010 1:55 AM Subject: Re: RPC Timeout Errors ** Is your Windows OS 32 bit or 64 bit? How many language views you have installed during installation of ITSM and CMDB? More lang views more will be Cache size. On Fri, Feb 5, 2010 at 10:10 PM, Tommy Morris tommy.mor...@radioshack.commailto:tommy.mor...@radioshack.com wrote: ** No but I have seen one Malloc error concerning CopyCache that actually caused the service to restart... that was really neat. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Leonard Neely - FOJ Sent: Friday, February 05, 2010 10:39 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: RPC Timeout Errors ** Is the server in Development Cache Mode? Leonard Neely From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Friday, February 05, 2010 7:46 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RPC Timeout Errors ** Development Environment Windows 2003 Enterprise Server R2 sp2 Dual Xeon 2.66ghz 6gb RAM ARS 7.5p3 CMDB 7.6 ITSM 7.6 Remote Oracle 11g We have started receiving RPC Timeout (91) errors when attempting to save objects through the developer tool. Does anyone know if there is a maximum number of developers that can connect? I have 4 developers who report the same issue. Is there an issue where two people cannot save through dev tool at the same time? Tommy Morris _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Sharepoint 2010 integration
Has anyone had chance to play with and integrate Remedy with SharePoint Server 2010 beta yet? It is my understanding that fixed a bug that was making the use of Remedy Web Services rather difficult (something to do with SOAP headers being overwritten in the XML). I am still messing with it over here, but my lack of experience with Web Services and with SharePoint development (as well as lack of system resources :s) is proving to be a bit inhibitive. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Fields forced to background
Strange bug here... I am working on a form in the dev studio and the core fields in this form are being forced into the background behind a trim box. The funny thing is they display fine in 2 out of 3 views. Any ideas what this is about? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Fields forced to background
:) Move along, nothing to see here... There is my bonehead move for the month. Thanks! Robert From: Lyle Taylor [tayl...@ldschurch.org] Sent: Tuesday, January 26, 2010 1:33 PM Subject: Re: Fields forced to background ** Dev Studio allows you to push items back and bring items forward (there are toolbar buttons for this). Have you tried selecting the trim field and then telling DS to push it to the back so that the core field is in front (or conversely, selecting the trim field and then telling it to bring it forward)? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Fults Sent: Tuesday, January 26, 2010 10:26 AM To: arslist@ARSLIST.ORG Subject: Fields forced to background ** Strange bug here… I am working on a form in the dev studio and the core fields in this form are being forced into the background behind a trim box. The funny thing is they display fine in 2 out of 3 views. Any ideas what this is about? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Conversion of Plain text to HTML without a template.
Glad to hear you resolved this issue. I have two questions for you just for reference. What version of the AR System are you using? Did you set the header template as the default header template in AR System Mailbox Configuration during your testing (a step I seemed to have forgotten)? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.com] Sent: Tuesday, January 19, 2010 6:20 AM To: Robert Fults Cc: arslist@arslist.org Subject: Re: Conversion of Plain text to HTML without a template. Hi Robert, The workaround is not working. So I moved forward with the new workaround. I created a filter on the AR System Email Messages form with a set fields action -- 'HTMLBody' = $Plain Text Body$ Then I pasted the the HTMl format in the Message Body of the SYS:Notification Messges form. This really worked fine. Thanks for your valuable time. Thanks Regards, Mahendra Mahalkar On Mon, Jan 18, 2010 at 8:50 PM, Robert Fults rfu...@fiu.edumailto:rfu...@fiu.edu wrote: Well, if you are using the AR System Email Messages form, you can paste the contents in the HTML tab. If you are modifying the default system message you just need to insert the tags in the Message Body box on SYS:Notification Messages. As long as you have that header template defined it should be forcing everything to HTML regardless. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University University Park, PC 330 Miami, Florida 33199 Office: 305-348-2284 http://uts.fiu.eduhttp://uts.fiu.edu/ From: Mahendra Mahalkar [mahendra.mahal...@gmail.commailto:mahendra.mahal...@gmail.com] Sent: Monday, January 18, 2010 4:25 AM To: Robert Fults Cc: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Conversion of Plain text to HTML without a template. Hi Robert, Thanks for your response. Bu I am getting the expected results. The header template is doing it's job at the mail client but not the body text of the mail message which is pasted in the plain text body with all the html tags except html body tags. Are u saying to paste these things in the html tab of the email messages form try to send? Thanks Regards, Mahendra Mahalkar Mobile -- 9561330353 Home -- 02025231506 On Fri, Jan 15, 2010 at 8:42 PM, Robert Fults rfu...@fiu.edumailto:rfu...@fiu.edu wrote: Define a header template with the html and body tags, then set that as the default in your email configuration. That will force everything to be in html. When you send the emails use all the html tags in the email except the html and body tags. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.commailto:mahendra.mahal...@gmail.com] Sent: Wednesday, January 13, 2010 8:01 AM Subject: Conversion of Plain text to HTML without a template. ** Hi Listers, I am working on email notification. In the email messages the default outgoing messages are send by the plain text with the message in the tab Plain text in AR System Email Messages form. How can we make this message appear in the tab HTML forcefully in the AR System Email Messages from SYS:Notification Messages form? I don't want to ues the template method. Thanks Regards, Mahendra Mahalkar _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Conversion of Plain text to HTML without a template.
Well, if you are using the AR System Email Messages form, you can paste the contents in the HTML tab. If you are modifying the default system message you just need to insert the tags in the Message Body box on SYS:Notification Messages. As long as you have that header template defined it should be forcing everything to HTML regardless. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University University Park, PC 330 Miami, Florida 33199 Office: 305-348-2284 http://uts.fiu.edu From: Mahendra Mahalkar [mahendra.mahal...@gmail.com] Sent: Monday, January 18, 2010 4:25 AM To: Robert Fults Cc: arslist@ARSLIST.ORG Subject: Re: Conversion of Plain text to HTML without a template. Hi Robert, Thanks for your response. Bu I am getting the expected results. The header template is doing it's job at the mail client but not the body text of the mail message which is pasted in the plain text body with all the html tags except html body tags. Are u saying to paste these things in the html tab of the email messages form try to send? Thanks Regards, Mahendra Mahalkar Mobile -- 9561330353 Home -- 02025231506 On Fri, Jan 15, 2010 at 8:42 PM, Robert Fults rfu...@fiu.edumailto:rfu...@fiu.edu wrote: Define a header template with the html and body tags, then set that as the default in your email configuration. That will force everything to be in html. When you send the emails use all the html tags in the email except the html and body tags. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.eduhttp://uts.fiu.edu/ From: Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.commailto:mahendra.mahal...@gmail.com] Sent: Wednesday, January 13, 2010 8:01 AM Subject: Conversion of Plain text to HTML without a template. ** Hi Listers, I am working on email notification. In the email messages the default outgoing messages are send by the plain text with the message in the tab Plain text in AR System Email Messages form. How can we make this message appear in the tab HTML forcefully in the AR System Email Messages from SYS:Notification Messages form? I don't want to ues the template method. Thanks Regards, Mahendra Mahalkar _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Pinnacle Integration
We are not integrated yet. They haven't upgraded to Pinnacle 6 yet. I am just trying to get some research done now so I can start as soon as they finish the upgrade. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University University Park, PC 330 Miami, Florida 33199 Office: 305-348-2284 http://uts.fiu.edu From: Lamy, Thomas [tom.l...@unh.edu] Sent: Friday, January 15, 2010 5:18 PM To: Robert Fults; herd-dispa...@lists.stanford.edu; arslist@ARSLIST.ORG Subject: RE: Pinnacle Integration Hi Robert, Are you integrated with Pinnacle now? We have integration with Pinnacle (I forget the version) and ARS 6.3. It's done using a form interface and SQL calls (filters) that interacts bi-directionally. I have no documentation and even less time, but if you have some specific questions please don't hesitate to ask. Tom Lamy UNH IT From: herd-dispatch-boun...@mailman.stanford.edu [herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults [rfu...@fiu.edu] Sent: Friday, January 15, 2010 11:23 AM To: herd-dispa...@lists.stanford.edu; arslist@ARSLIST.ORG Subject: [HERD] Pinnacle Integration Does anyone have some documentation handy on integrating ARS 7.0 or higher with Pinnacle 6.3? Our telecom team will be upgrading in a couple months and I am trying to get the research and integration plan together before they go live with the new version. Any help would be greatly appreciated! Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Conversion of Plain text to HTML without a template.
Define a header template with the html and body tags, then set that as the default in your email configuration. That will force everything to be in html. When you send the emails use all the html tags in the email except the html and body tags. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: Mahendra Mahalkar [mailto:mahendra.mahal...@gmail.com] Sent: Wednesday, January 13, 2010 8:01 AM Subject: Conversion of Plain text to HTML without a template. ** Hi Listers, I am working on email notification. In the email messages the default outgoing messages are send by the plain text with the message in the tab Plain text in AR System Email Messages form. How can we make this message appear in the tab HTML forcefully in the AR System Email Messages from SYS:Notification Messages form? I don't want to ues the template method. Thanks Regards, Mahendra Mahalkar _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Pinnacle Integration
Does anyone have some documentation handy on integrating ARS 7.0 or higher with Pinnacle 6.3? Our telecom team will be upgrading in a couple months and I am trying to get the research and integration plan together before they go live with the new version. Any help would be greatly appreciated! Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Creating Service Requests from Incidents
Posted this in the BMCDN Community as well: I have my Incident Management rules set to create request on submit. We also have some workflow in place to autofill customer information when we search by Corporate ID or Login ID. It seems that if we perform our search and generate the Incident ID in this manner the rules aren't checked and a Service Request is not created. This in turn stops surveys from being created. I have verified that everything is working properly when I search by last name. After analyzing a couple of AL logs and comparing the results this is what I came up with: When a contact search is performed using the Corporate ID or Login ID field the HPD:INC:ContactSearch_FoundMatch_046_GetPersonInfo AL fires which will populate the fields, then executes a call guide (HPD:INC:ContactFound). After that it generates the Incident ID, then it closes without checking the incident rules. When a contact search is performed using the last name or first and last name fields this will trigger the HPD:INC:ContactSearch_DoSearch_105 AL which runs a call guide and triggers a run process on the z3Btn Perform Contact Search (302064000) button. This runs through several ALs that will fill the fields based on the name criteria, create the incident number, and then it processes the rules. It seems I will need to create a new AL similar to AL HPD:INC:PCS_200_Search=YesSearchRules which will Run Process PERFORM-ACTION-ACTIVE-LINK 1 302063600, which refers to a hidden button (z3Btn HPD Rules Search) that will execute 4 other ALs to process the rules. My issue is that there is a qualification on HPD:INC:PCS_200_Search=YesSearchRules that seems stop the AL from running everytime we change the customer info. If I were to add the Run Process PERFORM-ACTION-ACTIVE-LINK 1 302063600 to HPD:INC:ContactSearch_FoundMatch_046_GetPersonInfo would this cause any issues such as multiple Service Request's being created? Anyone else deal with this issue? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Duplicate notifications on helpdesk modify
Changed my qual to this:
( 'Assignee Login ID' != $USER$) AND (($USER$ != AR_ESCALATOR ) OR ($USER$
!= Remedy Application Service )) AND ( 'z1D Action' != SYNC_WORKLOG )
So what happens is that when you save the worklog info from the helpdesk form
it runs a bunch of workflow two of which actually modify the ticket.
HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! actually creates the worklog
entry, then INT:HPDSRM:WLG:CreateWorkInfo_700_Request`! syncs the worklog with
the incident request making the connection between the two entries on the
helpdesk and worklog forms. Each of these was triggering the workflow to fire,
so now it bypasses my filter during the sync operation.
Thanks for bring this up Rod! Everything seems to be working now.
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu
-Original Message-
From: Rod Harris [mailto:r...@smapps.com.au]
Sent: Thursday, November 19, 2009 12:13 AM
Subject: Re: Duplicate notifications on helpdesk modify
Hi Robert,
ITSM has some rather complex workflow and quite often it will do two
updates on the ticket for one user update. You have to exclude the
second update. One thing you could try is to exclude the second update
caused by syncing the worklog by adding ('z1D Action' !=
SYNC_WORKLOG to your condition.
Rod
2009/11/19 Robert Fults rfu...@fiu.edu:
**
I set up a filter to fire a notification on Modify of the HPD:HelpDesk form
by anyone other than the assignee:
( 'Assignee Login ID' != $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee
Login ID') OR ( 'Last Modified By' != AR_ESCALATOR ) OR ( 'Last Modified
By' != Remedy Application Service ) )
For some reason it fires twice, even when updated by the assignee. Any
ideas what I did wrong here?
Sincerely,
Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu
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Duplicate notifications on helpdesk modify
I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by anyone other than the assignee: ( 'Assignee Login ID' != $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee Login ID') OR ( 'Last Modified By' != AR_ESCALATOR ) OR ( 'Last Modified By' != Remedy Application Service ) ) For some reason it fires twice, even when updated by the assignee. Any ideas what I did wrong here? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: [HERD] Duplicate notifications on helpdesk modify
Thanks! That is one issue down. Still firing twice though. From: Thomas Bean [mailto:bea...@slu.edu] Sent: Wednesday, November 18, 2009 11:54 AM To: Robert Fults Cc: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu Subject: Re: [HERD] Duplicate notifications on helpdesk modify Hi Robert, I'm not sure why it is firing twice, but the 'OR' operators are the reason it is firing even when the assignee makes the update (using 'AND' would probably prevent this). I would recommend trying a much simpler 'Run If' statement: 'Assignee Login ID' != $USER$ If the 'Assignee Login ID' field is NULL, it shouldn't meet the qualification. Hope that helps, --Thomas On Wed, Nov 18, 2009 at 10:37 AM, Robert Fults rfu...@fiu.edumailto:rfu...@fiu.edu wrote: I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by anyone other than the assignee: ( 'Assignee Login ID' != $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee Login ID') OR ( 'Last Modified By' != AR_ESCALATOR ) OR ( 'Last Modified By' != Remedy Application Service ) ) For some reason it fires twice, even when updated by the assignee. Any ideas what I did wrong here? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Duplicate notifications on helpdesk modify
7.1 patch 007 Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University University Park, PC 330 Miami, Florida 33199 Office: 305-348-2284 Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: Shellman, David [mailto:dave.shell...@tycoelectronics.com] Sent: Wednesday, November 18, 2009 11:40 AM Subject: Re: Duplicate notifications on helpdesk modify ** There was a bug in the email engine that generated duplicate messages. What version of the email engine are you using? Dave From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Fults Sent: Wednesday, November 18, 2009 11:38 AM To: arslist@ARSLIST.ORG Subject: Duplicate notifications on helpdesk modify ** I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by anyone other than the assignee: ( 'Assignee Login ID' != $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee Login ID') OR ( 'Last Modified By' != AR_ESCALATOR ) OR ( 'Last Modified By' != Remedy Application Service ) ) For some reason it fires twice, even when updated by the assignee. Any ideas what I did wrong here? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Double-Click to select incident template
A question came up about this on the BMC Communities board today, I thought it was good idea so I implemented it. Requirement: Support Staff wants to be able to double-click incident template on the Incident Template Selection and have it populate the incident instead of having to press the select button. Solution: You need to deselect the Return/Table or Level Dbl-Clk option in HPD:HTU Details_100_OpenDiag. You then select that option to run on the field z2TH Template Selection in the 5 Active Links that start with HPD:HTU:Select. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Duplicate notifications on helpdesk modify
Unfortunately, no dev server. ..yet. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu From: Lamy, Thomas [mailto:tom.l...@unh.edu] Sent: Wednesday, November 18, 2009 2:40 PM To: Robert Fults; arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu Subject: RE: Duplicate notifications on helpdesk modify Hi Rob, Do you have a development server? If so, make sure the email on development is configured for development and not your production service. Same with your ar.conf. If these settings get copied over from production email do exactly that - send two emails. Tom Lamy UNH From: herd-dispatch-boun...@mailman.stanford.edu [mailto:herd-dispatch-boun...@mailman.stanford.edu] On Behalf Of Robert Fults Sent: Wednesday, November 18, 2009 11:38 AM To: arslist@ARSLIST.ORG; herd-dispa...@lists.stanford.edu Subject: [HERD] Duplicate notifications on helpdesk modify I set up a filter to fire a notification on Modify of the HPD:HelpDesk form by anyone other than the assignee: ( 'Assignee Login ID' != $NULL$ ) AND ( ( 'Last Modified By' != 'Assignee Login ID') OR ( 'Last Modified By' != AR_ESCALATOR ) OR ( 'Last Modified By' != Remedy Application Service ) ) For some reason it fires twice, even when updated by the assignee. Any ideas what I did wrong here? Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: E-mail engine - incredibly sensitive to formatting?
I always comma separate email addresses and I have never had an issue, never had any luck with semicolons. Running ARS 7.1 patch 007 on Windows 2003. Sincerely, Robert Fults Remedy Dev Florida International University From: Barber, David [mailto:david.bar...@cw.com] Sent: Tuesday, November 10, 2009 11:12 AM Subject: E-mail engine - incredibly sensitive to formatting? ** All, Is it just my imagination, or is the e-mail engine incredibly sensitive to the formatting on multiple recipients. It seems to only accept them in the form j...@a.commailto:j...@a.com; b...@b.commailto:b...@b.com - if you try to put space-semicolon-space, it seems to fail. Carriage returns (or line feeds) are also not accepted. We're getting a lot of errors in our email messages form, some are from valid errors (spaces within the address, multiple full stops), but others I just cannot really figure. Currently running on ARS 7.0.1 patch 006 on Solaris. I had a look over some email functionality on one of our old (and still running) ARS 4.5.2 servers, and that seemed to be happy with the carriage returns Its impossible to educate thousands of users on the correct formatting, so would have to perform a series of filter actions - remove all spaces, all double full stops, all carriage returns, then replace every semi-colon with semi-colon space . or is there a much easier option? Regards Dave Barber This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
[no subject]
I had a request to increase the number of attachments slots on CTM:Email System so support users can send more attachments at a time to customers. What I did was add two more slot to the CTM:Email System attachment pool and two more to the NTE:Notifier pool. I then modified these filters and ALs to send the attachments: FL - NTE:NTS:Email_200_Manual-NT - in the notify action selected the other 2 attachment fields FL - NTE:NTS:EmailNT_605_Attach-Log - updated the Description to include the other 2 attachments in the audit log AL - CTM:EMS:SendEmail_100_PNTS-E - added the other 2 attachment fields to the push action AL - INT:FNDHPD:EMS:SendEmail_151_PWLG - added the other 2 attachment fields to the push action AL - INT:FNDHPD:EMS:SendEmail_151_PHAT - added the other 2 attachment fields to the push action (left this AL disabled) Everything shows up in the audit logs and the work logs, but the attachments are not being added the the actual email. The references are there, meaning it says the attachment name in the email body, but no attachments, not even the one from the first attachment slot, which I never touched. Any ideas? Robert Fults Remedy d...@florida International University Email: rfu...@fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
[no subject]
Issue seems to be specifically with the Outlook 2007 client. Everything seems to be working fine on the web and with every other email account I sent my test messages to. Anyone run into this before? Could be an issue since we are a Microsoft house and most users are using Outlook here. Robert Fults Remedy d...@florida International University Email: rfu...@fiu.edu From: Robert Fults Sent: Monday, November 09, 2009 10:44 AM To: 'arslist@ARSLIST.ORG'; 'herd-dispa...@lists.stanford.edu' Subject: I had a request to increase the number of attachments slots on CTM:Email System so support users can send more attachments at a time to customers. What I did was add two more slot to the CTM:Email System attachment pool and two more to the NTE:Notifier pool. I then modified these filters and ALs to send the attachments: FL - NTE:NTS:Email_200_Manual-NT - in the notify action selected the other 2 attachment fields FL - NTE:NTS:EmailNT_605_Attach-Log - updated the Description to include the other 2 attachments in the audit log AL - CTM:EMS:SendEmail_100_PNTS-E - added the other 2 attachment fields to the push action AL - INT:FNDHPD:EMS:SendEmail_151_PWLG - added the other 2 attachment fields to the push action AL - INT:FNDHPD:EMS:SendEmail_151_PHAT - added the other 2 attachment fields to the push action (left this AL disabled) Everything shows up in the audit logs and the work logs, but the attachments are not being added the the actual email. The references are there, meaning it says the attachment name in the email body, but no attachments, not even the one from the first attachment slot, which I never touched. Any ideas? Robert Fults Remedy d...@florida International University Email: rfu...@fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Is there a RUT Client for Windows 7 64 Bit
I installed WUT on Windows 7 x64 with no issues. Just use the troubleshoot compatibility option when you right-click the installer. It should install in compatibility mode for Windows XP SP2 and will run fine. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University http://uts.fiu.edu From: strauss [mailto:stra...@unt.edu] Sent: Thursday, October 29, 2009 7:26 PM Subject: Re: Is there a RUT Client for Windows 7 64 Bit ** I did a clean install of the 7.5.00.003 clients (User Tool, Developer Studio, Migrator) on Windows 7 Ultimate x64 (running under Parallels 4.0 on MacBook Pro OS X 10.6.1) without any errors. All of them connected to my 7.5.00.003 server without any problems, and Migrator cached the server as it should. All three do wildly different variations on where they put their User Tool ini and log files, workspaces, and cache files; no consistency there, so you will have to hunt around to see where your user files are being stored. 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:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Thursday, October 29, 2009 5:27 PM To: arslist@ARSLIST.ORG Subject: Re: Is there a RUT Client for Windows 7 64 Bit ** I had the 7.5 clients installed on 64 bit vista, and just recently upgraded to Windows 7 without a problem. I've not tried a clean install though. Matt From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: 29 October 2009 9:50 PM To: arslist@ARSLIST.ORG Subject: Re: Is there a RUT Client for Windows 7 64 Bit ** Also note that the Remedy User client is not supported on 64-bit desktop operating systems - only 32-bit. For users on 64-bit desktop operating systems, BMC supports using a supported browser and utilizing the web client. It may work for you on 64-bit operating systems - I'm not saying it doesn't. Just pointing out it is unsupported as per the compatibility matrix. Also note that Windows 7 is only supported on AR System 7.5.00. There are no plans to grandfather support back to AR System 7.1.00. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those 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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Reinfeldt Sent: Thursday, October 29, 2009 1:28 PM To: arslist@ARSLIST.ORG Subject: Re: Is there a RUT Client for Windows 7 64 Bit ** Jase, You'll probably need to load it in XP Compatibility Mode (check here: http://www.microsoft.com/windows/virtual-pc/download.aspx ). Good luck, Matt R. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon Sent: Thursday, October 29, 2009 2:56 PM To: arslist@ARSLIST.ORG Subject: Is there a RUT Client for Windows 7 64 Bit ** Hello All, Our company has decided to start evaluating Windows 7. I just tried to install 7.1 Patch 002 and got the operating system not supported error. Has anyone tested this yet with windows 7? Thanks, Jase Brandon _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Liveperson integration
Has anyone here ever done an integration with Liveperson Live Chat? Curious if there was anything out there already so I don't have to reinvent the wheel. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Auto-find in Remedy object lists
I tried using SQL Server 2008 and failed miserably, then again had issues with SQL 2008 on Server 2003 as well. Haven't gone back and tried with SQL Server 2005 yet. Sincerely, Robert Fults Coordinator and Remedy Developer UTS Support Center Florida International University http://uts.fiu.edu From: strauss [mailto:stra...@unt.edu] Sent: Wednesday, October 14, 2009 3:08 PM Subject: Re: Auto-find in Remedy object lists ** So, who has tried installing any of the ARS or ITSM 7.5 components on Windows Server 2008 R2 Enterprise (x64)? I am debating putting everything on R2 (SQL, ARS, mid-tier, RKM, ITSM, SLM, whatever) since I am installing new hardware to host it all. 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:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Wednesday, October 14, 2009 1:26 PM To: arslist@ARSLIST.ORG Subject: Re: Auto-find in Remedy object lists ** It's a conspiracy. Actually the Remedy Developer Tool lets you filter forms, AL's, filters etc so you can enter part of the name and returns what you are looking for. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Thad K Esser Sent: Wednesday, October 14, 2009 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: Auto-find in Remedy object lists ** That has always annoyed me as well. You get the same behavior (always jumps to first letter) when selecting a form for a Set Fields or a Push fields. I haven't played with the developer studio enough to know if the same thing exists there. Thad Esser Remedy Developer Now... Just where did I put that cheese...? From: Martin, Robert marti...@jmu.edu To: arslist@ARSLIST.ORG Date: 10/14/2009 11:08 AM Subject: Auto-find in Remedy object lists Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Dear List, Let's say I am in the Admin tool looking at a list of Active Links. I want to find a Link that starts with wxyz. So I type a w in the list, and that takes me to the first link that starts with w, then I type x and that takes me to the first link that starts with wx, etc till I get to wxyz. Very handy! Now let's say I am editing a form, and I want to find a field that starts with wxyz. I type a w in the field list and that takes me to the first field that starts with w. But when I type an x it takes me to the first field that starts with x. To find wxyz I have to type a w, then scroll down till I find wxyz. Very un-handy! Is there some reason why all object lists can't use the first option? Dwayne Martin James Madison University (ARS 7.1 p3) _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Disappearing reports...
I have groups of users who are all of a sudden losing access to Incident Management reports. I have changed permissions (I have even given admin rights with no luck), deleted and recreated accounts, etc... and available reports is zero for several users. Permissions for the reports is set to Public. I am losing access for entire support groups at a time. BMC couldn't give me a solution after a month and a half. Any ideas? Using AR System Remedy 7.1 on Windows Server 2003 using Oracle 10 db. No Crystal reporting in place, just using plain AR System reports. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University University Park, PC 330 Miami, Florida 33199 Office: 305-348-2284 Email: rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
South Florida RUGs?
Do we have a Remedy User Group down here in South Florida? I can't find info anywhere on an active one. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University University Park, PC 330 Miami, Florida 33199 Office: 305-348-2284 Email: rfu...@fiu.edu http://uts.fiu.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
