Re: Analytics 7.6
Hi Frex, I am assuming you want to refresh your universe in analytics from production back to your test/development server. If that's not the case, then the below is some information you may find useful. The universe on analytics can be refreshed between environments by exporting from one environment (using a Briar file) and importing it to the other. There are a few best practices that BMC recommends with regards to the ITSM universe. The main one is to not make any customizations to the universe they provided, but to create a linked universe and make all your customizations to the linked universe. That way your customizations are retained when you do an upgrade and it is also quicker to export and import the linked universe rather than the entire universe. With regards to connections to Remedy, analytics connects directly at the database level and does not go through the API. You can change the connections and point it directly to the DB that your Remedy instance is using. Only When doing the install, it connects to Remedy to import the ANA:Fiscal Calendar forms and data, but subsequent connections are directly to the database from what I have seen. Regards, Saby On Fri, Oct 4, 2013 at 7:45 AM, Tauf Chowdhury taufc...@gmail.com wrote: Frex, If you look at the install document for Analytics, I think there is a part if the installation where it's like a manual option. I will look for you when I get a chance. In that area, it goes into detail about where the def files, SQL scripts exist. You shouldn't have to always run the installer. Sent from my iPhone On Oct 3, 2013, at 11:46 PM, Frex Popo frexp...@yahoo.fr wrote: ** Hello all, I have Analytics 7.6.06 installed in my development environment (Oracle database) and need to refresh it with a copy from production. That would mean losing all the objects (package, functions, stored procs, tables, views etc.). Is there any way I could rerun manually all the .sql scripts in the installation package to restore the schema, or is the only way to restore is by reinstalling analytics again? My second question would be, how about if I want to make my Analytics/BO installation point to a different Remedy database, could I BO ODBC to point to the new database and also run the SQL scripts or do I have to reinstall again? I am finding the option of reinstalling tedious and problematic so would appreciate if anyone who attempted this can shared their thoughts. Best Regards frex _ARSlist: Where the Answers Are and have been for 20 years_ -- Tauf Chowdhury _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Incident Task Panel on 8.1
David, I am assuming you are looking at the Incident form, best practice view in developer studio. In Incident 8.1 the tasks tab is rendered within a view field. The old tables for Task, Task Group and Task work info are not physically present on the tasks tab itself. The view field is set from the HPD:Help Desk Dialogs form, Tasks view. If your looking to make changes to the layout of the tasks tab then this is where you need to do them. Regards, Saby From: David Boylan david_boy...@brown.edu To: arslist@ARSLIST.ORG Sent: Thursday, March 21, 2013 12:45 PM Subject: Incident Task Panel on 8.1 We just upgraded our 7.6.04 ITSM to 8.1 in our Dev env and noticed that there is a panel blocking the Task Table on the Tasks page on Incident. Anyone else see this our is it just us? Also, the new Categoization location next to the Task page doesn't show the fields. Anyone else see this? Dave ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: HPD and SLM
Mark, There is a HPD:HelpDesk_SLA join form that is there. Not all fields are on the join, but it is a join of the SLM:Measurement and HPD:Help Desk form. You might have to add the fields from either form for reporting. Regards, Saby From: Brittain, Mark mbritt...@navisite.com To: arslist@ARSLIST.ORG Sent: Friday, February 8, 2013 2:12 PM Subject: HPD and SLM ** Hi All TGIF, We have been on ITSM 7.6 for a couple of months and the some of the focus is now around reports. I can get reports from the Incident/HPD:Help Desk or the SLM:Measurement but not a combined report. I only have one set of service targets but multiple customers. Since the Company Name is not in the SLM:Measurement form, so I cannot pull a Resolution report by company. Is there by any chance a join form that combines some fields of both? It would make life easier if one did exist. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Replicate ITSM Data for BMC Analytics
We are on SQL 2005 and use Idera SQL safe and replicate the data twice daily. Works well and compression is much better that what is provided in SQL 2005. I hear SQL 2008 has some enhancements and will be looking into it once we are done with the upgrade to ITSM 8 Regards, Saby From: Anantha Jeyaprakash mrwebminis...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, January 15, 2013 10:58 AM Subject: Re: Replicate ITSM Data for BMC Analytics ** We have been using Oracle Dataguard. It replicates real time data. On Tue, Jan 15, 2013 at 8:05 AM, Das, Anusha anusha@kbslp.com wrote: We have built a dedicated database that has the replicated ITSM database. We perform transactional replication from ITSM database onto the Analytics database. Both our databases are SQL. Thanks, Anusha Saving the world: one ITSM user at a time -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Maxence Nhouyvanisvong Sent: Tuesday, January 15, 2013 4:23 AM To: arslist@ARSLIST.ORG Subject: Replicate ITSM Data for BMC Analytics Dear All, I would like to know if there is someone who has already built a solution that replicates ITSM data to a dedicated database for BMC Analytics (BO). Some technical options that could be used in our context are: Informatica IDR (ETL), Oracle Dataguard and Oracle Golden Gate. Does anyone use one of that technology and has some feedbacks from experiences (pros, cons, issues)? Thanks in advance, Maxence ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- Cheers, Ananth _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy developers in NYC
Live in NJ, work in NYC. I know another 10 Remedy developers in and around NYC and they were not on this email chain. Saby From: John Sundberg john.sundb...@kineticdata.com To: arslist@ARSLIST.ORG Sent: Wednesday, November 28, 2012 2:21 PM Subject: Re: Remedy developers in NYC ** Thanks to all… Basically, the discussion was around how much actual ARS talent exists in NYC area. -John On Wed, Nov 28, 2012 at 12:54 PM, Joe D'Souza jdso...@shyle.net wrote: North (Central-ish) Jersey.. I have mostly worked in NY whenever I have in the NY / NJ area... Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Wednesday, November 28, 2012 10:13 AM To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: Re: Remedy developers in NYC I'm in South Jersey, y'all Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, November 28, 2012 10:10 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Remedy developers in NYC OK - I'll throw myself into the NYC area list - Live in Eastern Pa but have worked in NY/NJ pretty much all my career. With the increase of buses to NYC it's not a terrible commute. I must put in the caveat though that I'm currently working in the Northern Virginia / DC area, but still call Eastern Pa home. - Original Message - From: Mohamed Abdelaziz moe.abdela...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, November 28, 2012 9:51:51 AM Subject: Re: Remedy developers in NYC Another one over here in NJ, too. -Original Message- From: Samuel J Albury III [mailto:sjalb...@dne-llc.com] Sent: Tuesday, November 27, 2012 12:43 PM Subject: Re: Remedy developers in NYC As a native New Yorker I wonder if you are counting Jersey. I can think of about 4 Developers in the NYC area. One is in New Jersey. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- John SundbergKinetic Data, Inc.Your Business. Your Process. Save The Date! Second Annual KEG (Kinetic Enthusiasts Group) Feb. 25th - March 1st in Denver, CO. For more information click here - KEG 651-556-0930 I john.sundb...@kineticdata.com www.kineticdata.com I community.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ADDM pushing priority field to the CMDB
When ADDM synchronizes the data to the CMDB, the data is created in the BMC.ADDM dataset (i think). The data is then reconciled between this dataset and your golden dataset (BMC.ASSET). The Priority value on the base element form has a default value of 5. I don't think ADDM actually populates this value and its probably defaulted when the record is created based on the field value on base element during the synch. Changing the default to Priority_3 should resolve this issue. Make sure you do this from the class manager. Also take a look at precedence groups for reconciliation. This will allow you to define if a particular attribute should retain the value in the BMC.Asset dataset and not be overwritten by the BMC.ADDM dataset value during reconciliation. Hope this helps. Saby From: Joe H. Smith hornetlo...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 26, 2012 11:31 AM Subject: ADDM pushing priority field to the CMDB Currently, ADDM is pushing Priority_5 in the Priority attribute for Computer_Systems. We’s like to change that to a higher priority. For instance, Priority_3. We have never edited this or anything, so I assume it’s an OOB value ADDM is pushing. So the questions are: 1. How does ADDM push that priority value. I don’t see it on a host in ADDM 2. How do we change that value that is pushed. I have verified on another system that ADDM does indeed populate the Priority field there also. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Bring back the ARSList MVP for 2013
Starting my voting once again. I Vote for keeping this tradition. I am guilty of not voting this year but have done so in the past and will make sure I do so going forward From: Dariusz Kuzara dariusz.kuz...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, October 23, 2012 6:13 PM Subject: Re: Bring back the ARSList MVP for 2013 ** Count me in as well. I promise to vote every year as long as I will be in Remedy business. Darek I voted this year, last year, and a few years sporadically before that.. But to keep it alive I promise to vote every year going forward for as long as I am in this little ARS world.. About 990 more responses to go! Buck up people! Joe -Original Message- From: Grooms, Frederick W Sent: Tuesday, October 23, 2012 3:12 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Bring back the ARSList MVP for 2013 The fact that there have been over 400 different individuals posting to the list since July 1st (at least according to my ARS List email folder and a quick distinct query) and that small a number of votes is a sad commentary on people in general. Let's keep it going people Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Tuesday, October 23, 2012 2:05 PM To: arslist@ARSLIST.ORG Subject: Re: MVP 2012 - Congratulations LJ Longwing! ** I just counted the number of votes again. Using raw numbers of the number of registrations on the list, 1% voted. In other words, under 50 votes. Let’s see if we beat that on comments about keeping it before you get too excited about it returning. The only reason I am ending it is because I think the level of voting reflects the level of interest; and reflects that the arslist and participation in it is now for the most part taken for granted. Activity on, and interest in, the actual list has not grown in the last couple of years, but certainly has not diminished either! Keep Calm, Carry On. Daniel P.s. there were a lot of Hawaiin shirts, just there were so many attendees this year, 488 in fact -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: October 23, 2012 1:05 PM To: arslist@ARSLIST.ORG Subject: Re: MVP 2012 - Congratulations LJ Longwing! ** As I told LJ and the others in our midnight on discussion: IF there is a really big, and by big I mean say, 10% of the list, That sends emails or creates a really long thread about continuing it, I might be convinced to bring it back. But with 2.5% voting, although they usually reach the right conclusion, It says to me that the ARSlist is a commodity now and there isn’t that much interest in The Award. To Clarify and somewhat repeat what I said at the conference: There is no longer a separate session for the ARSlist Awards, it is part of an opening session dedicated to all awards The ARSlist carries on, and for now as “just an email list” Doing some Awards related to the ARSlist carries on The ARSlist MVP Award is now retired I will be doing the 20th Anniversary of the ARSlist next year. Twinkies and Hawaii shirts have a life of their own. I will be throwing a wrinkle into that next year as well ☺ Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tami Palacky Sent: October 23, 2012 11:31 AM To: arslist@ARSLIST.ORG Subject: Re: MVP 2012 - Congratulations LJ Longwing! ** Congrats LJ !!! I hope you did a good job of convincing Dan continue with the awards. i did vote and try to every year ... i dont do more on teh ARRList than read the posts everyonce in a while, but you do notice those that are helpful in the responses -Original Message- On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote: ** You had it coming a long time! Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- Pozdrawiam, Dariusz Kuzara _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 8.0 Documentation
The docs are in Wiki format and you have a link on each doc to download as pdf (note that screenshots do not render properly when downloaded as pdf). In some cases it ends up being one huge document that you need to go through to find something. You can however download individual sections that you are interested in which I think is really useful. As some previous posters stated, I wish there was a master reference index for the docs. With regards to the db install, I have installed successfully on Windows 2008 with SQL Server 2008 (64 bit) with the overwrite db option (During the beta, the db overwrite option did not work and you had to drop and create the database manually. It is fixed in the final release). Our SQL Enterprise servers are on a SQL farm so DBA's do not want to provide us with the system admin credentials. We restored the ARSystem database from our test server and used the overwrite function (wanted to make sure the overwrite function worked). If you want to create the database manually I remember seeing this mentioned in the documentation. If you are on SQL server let me know and I can email the steps to you. Hope this helps. Regards, Saby From: Drew Shuller drew.shul...@gmail.com To: arslist@ARSLIST.ORG Sent: Monday, October 22, 2012 12:04 PM Subject: ARS 8.0 Documentation ** Good morning ARS Listers. I take it that the ARS Server documentation format has changed from pdf files to html. Or are pdf files still available? I'm asking because the html documentation for installing the ARS Server is a bit light, and it's referencing the install spreadsheet, which doesn't seem to be matched up with the installer panels that I'm seeing. The information there is a bit light as well. We're getting hung up on the database panels. Is the installer creating the ARSystem user, called ARAdmin, or am I supposed to create that user beforehand? Furthermore, is there a way to specify that I may have created the ARSystem database beforehand? How would the installer know I've done that? We're also having problems where the installer doesn't seem to recognize anything but the default instance, and only then when the instance name is not included. Anything else, and the installer says that that database is not recognized. Drew Shuller Soto Cano Air Base, Honduras _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: MVP 2012 - Congratulations LJ Longwing!
Congratulations LJ. You definitely deserve it. Enjoy the lifetime supply of Twinkies! From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Thursday, October 18, 2012 5:13 PM Subject: MVP 2012 - Congratulations LJ Longwing! ** You had it coming a long time! Joe _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Approval Rule to stop a rejection from closing the process.
You may need to make changes to the Approval Process Definition for the Ad-hoc approval process. View the approval process defined and check the 'If Multiple Approvers' setting. If one must sign, it will cancel out the other approvals. If All must sign then it will keep the other approval records active. Regards, Saby From: fikebr b...@jbfike.com To: arslist@ARSLIST.ORG Sent: Friday, October 19, 2012 10:33 AM Subject: Re: Approval Rule to stop a rejection from closing the process. The number of approvers is variable but ther are no other conditions. The only thing that I'm trying to do is keep the process from completing when the first approver rejects. -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/Approval-Rule-to-stop-a-rejection-from-closing-the-process-tp104239p104241.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Updates via Import into Asset
Lisa, If the data is already in Remedy, then you should take an export of the data from the BMC.CORE:BMC_Baseelement form with the serial # and the Request id as the columns to export. Update the csv file with the serial numbers as needed and then import via the import tool to the Base Element form again. Make sure you have Duplicate Request update set in your import tool. I would advise that you test on a dev/test server. I have done this successfully on ITSM 7.1 with CMDB 2.2. Note that, when you take an export from the AST:Monitor form you get the request id of the join AST0009|AST777|ASTXX and this is might cause the import tool to not find the records. I have tried to import directly to the AST join forms, but have never succeeded as the import tool gives an error. Hope this helps. Regards, Saby From: Lisa Kemes lisa.ke...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, October 17, 2012 2:09 PM Subject: Updates via Import into Asset ** Hello all!! :) We import assets into the AST:XXX forms (for example AST:Monitor). We do not use AIE. Customer imported records into the AST:Monitor form and put hyphens in the serial number and would like to take them out (the hyphens). We exported the data into a .csv file, cleared out the hyphens and now would like to import the updates. Is there an easy way to do this? I tried doing an import using the data import tool (using the Update Old Record with New Record's Data option under Handle Duplicate Request IDs by) and it wants to add this to the database, not update it. Any ideas? ARS 7.5 ITSM 7.5 Windows 2003 SQL Thanks! Lisa _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Overruling / re-assigning SRM Service Request Approvals
**
Hi Rob,Use the Sig-Reassign command. From the documentation:Sig-Reassign [-s formName] -e requestID [-t processName] {-o shortApproverList | -l longApproverList}This command reassigns the signature line to another approver list by using either the -o (for an approver list less than 255 characters) or -l option. The signature line must be in an active state (Pending, Hold, or More Information) for this operation to be performed.Regards,SabyFrom: "Eerd, Rob van" rob.van.e...@capgemini.com To: arslist@ARSLIST.ORG Sent: Tuesday, August 28, 2012 5:42 AM Subject: Overruling / re-assigning SRM Service Request Approvals
**
Hi,
We’re using the Approval Engine for one of customers. We only use the Manager Approval Chain with a single level and occasionally Designated Person Approval.
We’re running SRM 7.6.00 on top of ARS 7.5.00 Patch 003.
Situation we ran into is the following: Managers forget to inform us about their holiday or managers get sick.
Because of their absence they cannot approve the Service Requests assigned to them.
For new Requests this can be “prevented” by implementing a temporary Alternate Approver.
However, we’re dealing with existing requests as well.
Anyone any idea on how to overrule / re-assign existing approvals to someone else?
It may be obvious that we, being the administrators of the application, want to have as little intervention as possible.
Thanks for any ideas / help.
Regards,
Rob van Eerd
_
Rob van Eerd | Capgemini
| Netherlands, Utrecht
IT Managed Solutions | Division ITS
E-Mail: rob.van.e...@capgemini.com
Office: +31306894641 / Mob: +615030666 / www.capgemini.com
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Re: Client Sensitivity
Jose, This is from the ITSM 7 config guide. VIP is used to identify a very important individual within the organization. The Client Sensitivity field is used to designate certain individuals assensitive, meaning that they might require additional attention. I interpret this as a indication to the service desk that the person whom they are helping might need more hand-holding when trying to resolve their problem. Could be also used for someone who is not exactly a VIP but works for one, so handle with care. Hope this helps. Saby From: Jose Manuel Huerta Guillén arsl...@theremedyforit.com To: arslist@ARSLIST.ORG Sent: Tuesday, August 14, 2012 2:06 AM Subject: Re: Client Sensitivity ** Two of you had provide the same definition: Sensitive Information. Is it the normal interpretation of this field? Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 14, 2012 at 4:54 AM, Joe Martin D'Souza jdso...@shyle.net wrote: ** I misread Jose’s posting, in a hurry to breeze through so I apologize.. I thought he meant to ask how would you flag people that complain about nothing and everything for no reason at all more often than not.. I would use Client Sensitivity for customers whose assets contain sensitive confidential data so if their asset is reported having a problem, proper care could be taken so that the assets storage devices do not end up places they should not, like external vendors etc., before that data is backed up and purged from the device before its handed over.. Joe From: Mahesh Chandra Sent: Monday, August 13, 2012 8:40 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Client Sensitivity ** People form has a field called Client Sensitivity. Thanks Mahesh Sent from my iPhone On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe From: Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 7:09 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Application List 7.6.4
Christie, I always thought the Application List Display Order when defining the Active link guide entry point or the an entry point within the form characteristics drove how this was displayed. Has it changed or are they just not properly defined i.e. Alphabetically with ITSM 764? Saby From: Pargeter, Christie :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Thursday, August 2, 2012 2:44 PM Subject: Application List 7.6.4 ** Hi All – I have started working on our upgrade from ITSM 7.0.3 to ITSM 7.6.4. One thing that struck me was that the Application List was no longer alphabetically and almost seemed random on the order. Does anyone know if the order is something that I can configure/change? Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Application List 7.6.4
With 7.1 the higher level applications are sorted alphabetically, so maybe something unique/new to 7.6.4. Saby From: Pargeter, Christie :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Friday, August 3, 2012 11:01 AM Subject: Re: Application List 7.6.4 ** As far as I understand that is to determine the order under the Application list’s heading. E.g., Search Incident before New Incident. I want the higher level back in alphabetical order (AR System Administration, BMC Atrium Core, Administrator Console, Change Console, …_ From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sabyson Fernandes Sent: Friday, August 03, 2012 6:04 AM To: arslist@ARSLIST.ORG Subject: Re: Application List 7.6.4 ** Christie, I always thought the Application List Display Order when defining the Active link guide entry point or the an entry point within the form characteristics drove how this was displayed. Has it changed or are they just not properly defined i.e. Alphabetically with ITSM 764? Saby From:Pargeter, Christie :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Thursday, August 2, 2012 2:44 PM Subject: Application List 7.6.4 ** Hi All – I have started working on our upgrade from ITSM 7.0.3 to ITSM 7.6.4. One thing that struck me was that the Application List was no longer alphabetically and almost seemed random on the order. Does anyone know if the order is something that I can configure/change? Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
[no subject]
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Re: Potential Virus/Malware??
Dave, Thanks. Hopfully no one has clicked on the link. Looks like somehow my address is being spoofed or my account is hacked. Listers, Apologies for the earlier email. I was just made aware of my posting and am running scans on the pc and resetting passwords. Sorry again. Saby From: Shellman, David dave.shell...@te.com To: arslist@ARSLIST.ORG Sent: Wednesday, July 25, 2012 12:26 PM Subject: Re: Potential Virus/Malware?? ** Please do not click on the link in the email that was just sent by Sabyson Fernandes. It's most likely a virus or malware. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sabyson Fernandes Sent: Wednesday, July 25, 2012 12:08 PM To: arslist@ARSLIST.ORG Subject: _attend WWRUG12 http://www.wwrug.com/ ARSlist: Where the Answers Are__attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Export definitions to CSV file
Kais, Off the top of my head maybe the form information, such as indexes, fields in results list and the fields itself (Label, DB Name, data type, entry mode, input length and where an enum the actual enum options). It comes in useful when you have a seperate team doing reporting and need to provide a data dictionary of some sort. Regards, Saby From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Tuesday, June 19, 2012 10:48 AM Subject: Re: Export definitions to CSV file ** Kais, Got you.. I should have guessed you were aiming it at management. But since meta data reports are generally more useful to developers, I was wondering what value it would serve a developer who may already be capable of reading XML. In reference to the new version, assuming that I was management incapable of reading XML, I might have found a report of overlaid objects compared with its original useful to see what may have been changed on a excel sheet.. This actually would be useful to a developer too as once an object has been overlaid and changes have been made, even a developer looses visibility of the original object – unless he deletes the overlay... This is my most spontaneous thought that came to mind given your explanation on grounds you wish to cover... Cheers Joe From: Support Sent: Tuesday, June 19, 2012 10:41 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Export definitions to CSV file ** Hi Joe, Most managers and non-technical people do not read XML. Also, we are thinking of exporting in CSV format such things as the result of a Search or the result of a Compare operation. Finally, we would like to offer the possibility to export only some properties of the objects. Maybe an example will clear things up: a customer wanted a list of all the notifications sent by a Remedy application, and wanted to know in what circumstances these notifications were sent. We produced a CSV file, with the name of the Filters, the Run If condition, and the Notification details. Kaïs On 19/06/2012 16:22, Joe Martin D'Souza wrote: ** Just curious as to why an output to a CSV would this be useful when we can already output the definition files to XML and pretty much see all we need to in a fairly decent ‘human readable format’? Joe From: Support Sent: Tuesday, June 19, 2012 10:17 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Export definitions to CSV file ** Hello List, At ARSmarts, we are currently developing an « Export definitions to CSV » functionality. In version 2.8.1 (just released), we implemented a basic version of this functionality that allows to export the content of a grid to a CSV file. This is a start, but certainly not enough. Now, here is where we can use your input: in order to build a really useful functionality, we need to know what objects you would like to see in the CSV file? What properties of what objects ...? In what situations would you like to use CSV documentation? In short: what are your needs. Looking forward to hear from you all. Kaïs kais.albassir@arsmarts.com_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Incident Notifications
All group notifications in ITSM (version 7.0) at least are expanded out to the individual members via an escalation. So any group notification is sent to all members of the group depending on their notification preferences on the CTM:People form. The site I am at does something similar for Incident notifications where certain groups want the assignment notification to go to a mailbox rather than each individual members email. To do this I created a generic account that had the email of the group and set the notification preference for members of the group for Module - Incident and notification event - Assignment as No. When the Group Notifications is set to No, the email is not sent to those individuals. Now for the generic account, you set the Group notifications to Yes and the email is sent to that mailbox/group email. I have noticed that the notification preferences does have a similar setting for Module - Infrastructure Change and Notification Event - Approval (and also Approval Information). This is the approach I would take if you have multiple groups and its a mix of who wants emails to a mailbox and to each individual. In our implementation we disabled the OOB notification in the Approval process and created out own notification via the AP:Administration form as we just have one CAB approval. If you go this route you can simply set the email address to the group email and it should send the single notification. A word of caution is that this is not very scalable as it affects all notifications that go out for that approval process unless you qualify it on a per group basis. You might end up creating too many notifications for various groups. You could do use workflow to set a field with the appropriate emails and reference that field. Regards, Saby From: Longwing, LJ CTR MDA/IC lj.longwing@mda.mil To: arslist@ARSLIST.ORG Sent: Thursday, June 7, 2012 5:01 PM Subject: Incident Notifications SorryI sound like such a nuby, and for that I'm sorry...but I am new to ITSM.some help please Remedy/ITSM 7.5 Setup: I have 5 users, each with their own login ID's (of course). All 5 users belong to the same group. I want the members of the group to be on the approval list, but I only want a single notification sent out (for approvals at least)...and I want that notification to be sent to a group mailbox. How do I go about setting that up? The config I'm working with at the moment is that all 5 are members. I setup a group approval, but it sends an email to all 5 members. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: IncidentInterface_Create
LJ, I have worked with loading incidents directly on the incident form via AIE and bypassing the IncidentInterface_create form. This was for an ITSM 7.0 go-live and moving data from ITSM 6 to ITSM 7 on a different server (a long time ago). Some of the things I had to take into consideration when doing this directly: - Any hidden fields that need to be populated for workflow tied to active links were populated. (Person ID comes to mind!) - Check the foundation data and make sure you use valid values when creating the incident - Check the hidden flag fields (create service request flag comes to mind) and make sure that the value you use is valid. - Ensure data integrity for relationships. (may not apply to what your doing) - Ensure that you populate all fields for the status/stage the incident is going to be created in. The incident interface create helps you to pre-populate values from a template if a template id is provided. It also validates the location info, op and prod cats, assignments etc. I take it you are still going via the API? Hope this helps. Saby From: Longwing, LJ CTR MDA/IC lj.longwing@mda.mil To: arslist@ARSLIST.ORG Sent: Wednesday, June 6, 2012 12:23 PM Subject: Re: IncidentInterface_Create So what you are saying is that I may be assuming competence where none exists? :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ i dont think it does all validation we have written lot of filter and filter guides to do validation which we needed Date: Wed, 6 Jun 2012 10:12:56 -0600 From: lj.longwing@mda.mil Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG Hey Ravi, Yes, I'm familiar with the function of the form, but what I'm not aware of is WHY it's needed. Basic information that I have picked up over the years tells me that because of the fact that HD is VERY active link based, there are various business rules that are written and enforced when creating things through the GUI that aren't enforced when creating them through a push to the form itself. This apparently lead to the creation of the interface form to enforce the same business rules at the Filter level, and push it to the incident form when everything is copaseticthe question I'm raising is really 'what does it do'...what sort of validations does it perform that I won't get if I push directly to the incident form itself? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ , Greetings IncidentInterface_Create act as intermidiate form for landing request to create incident SRM also use this form. webservice HPD_IncidentInterface_Create_WS It works fine in 7604 not sure about 7.57 or previous version Ravi Date: Wed, 6 Jun 2012 11:24:52 -0400 From: jdso...@shyle.net Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG For whatever it may be worth, I recall problems with this form and the WS associated with it in its OTB state - I do not recall which version but it wasn't any of the most recent ones.. One of the required fields was missing.. I had to create that field both on the form as well as modify the WS to include that.. I do not recall much beyond that.. Maybe its been fixed and your problem is something else - but I just thought I'd throw this there.. Joe -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Wednesday, June 06, 2012 11:18 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: IncidentInterface_Create I'm getting thrown into the deep end of ITSM and trying not to splash too much trying to stay afloat and would love some assistance from the more experienced swimmers in these waters. I'm in a situation where I'm creating incidents through a non 'gui' method. From discussions on the list I know that you don't want to do it directly into the incident form directly, and that I 'should' do it through the IncidentInterface_Create form...but in this situation I can't. I'm looking for either guidance to documentation that discusses the interface form, and what it does for me, or either straight from the horses mouth information about the things I need to look out for when loading these directly in the table. One thing that may be important...the records that I'm creating don't need to 'flow' anywherethey are being created strictly from a historical perspective and will be created already in the 'Closed' status. Remedy 7.5 Patch 7 ITSM 7.5
Re: PAUSE or SLEEP a filters in between actions...
Sounds more of an asynchronous interface and it appearsyou have to do some degree of response/error handling with this to account for any strange return values if the remote application is down etc. I would suggest taking the return value and updating the form in Remedy and have filters at a later order fire to check the value and process the record accordingly. Now if you get a return value of Pending, you can call another filter that can consume a WS to query OIM using the person id or other foreign key field (assuming they publish web service that allows you to query the record) and hopefully that will bring the actual value. If you still have pending, you could then handle these records via an escalation that causes this filter to fire again. If you get any other values or no value returned you could flag the record for investigation. Hope this helps. Saby From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Wednesday, May 30, 2012 5:18 PM Subject: Re: PAUSE or SLEEP a filters in between actions... I did find similar threads too on some oracle forums.. And it would basically work - only the user has to be granted dbms_lock which by default the ARADMIN user is not.. So far most of my team are in favor of the WSDL I have created and checking possibilities of the OIM team consuming it upon completion of the request we send to them.. We are not sure if they can do that, but its an angle worth pursuing.. Personally I'm half and half for it as it does not feel like its real time. If their processing time for this operation had a high degree of variance, I would find it more acceptable than I do right now. But most of the others here like this idea so it may possibly be the one that may get accepted unless something better comes up.. Joe -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Wednesday, May 30, 2012 4:53 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: PAUSE or SLEEP a filters in between actions... My brief search came up with execute dbms_lock.sleep(60); for a 60 second sleep...although I have no way to test it :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, May 30, 2012 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: PAUSE or SLEEP a filters in between actions... We are on Oracle.. I was in fact searching for an Oracle equivalent.. Great minds :-) -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Wednesday, May 30, 2012 4:31 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: PAUSE or SLEEP a filters in between actions... Joe, If using SQL Server you could issue a Direct SQL of waitfor delay 00:00:01 this would call the DB and would return after SS seconds or HH:MM:SS if you wanted more than SS secondsbut I agree with everyone else...setting hard 'pauses' in place is not ideal, but sometimes necessary. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, May 30, 2012 2:06 PM To: arslist@ARSLIST.ORG Subject: PAUSE or SLEEP a filters in between actions... ** We are updating an identity management system (OIM) using its SPML based WSDL. During the operations to suspend or resume a user the output status of this operation seems to always be ‘pending’ – which in reality is really an intermediate status before ‘success’ or ‘failure’. The lifespan of this intermediate status is just a brief fraction of a second before the update either succeeds or fails.. From the service consumption point of view, this intermediate status of ‘pending’ is not quite meaningful other than the the fact that the WSDL call was successful. Given a choice I would have rather had the option to wait for those few micro seconds, at what point the status of either ‘success’.. They have a operation in the same web service to query the status. Following the update WSDL with a query WSDL is what I thought would be my answer to getting the new status (although I do not like the option of have another WSDL call when there could have been one)... This query however returns the status of the the user pre update. Filters as we know have no ‘SLEEP’ type action, else I could have used that to pause the filter operations in between the update and query operation. Ideally it would have been perfect if there was an ability to introduce a pause between the two WSDL calls. Is there any ‘creative’ way of inserting a pause in a filter operation that maybe I do not know of? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy Approved Consultant - Is it still a valid handle?
I did a 7.5 whats new to update my RAC certification in 2010 and was infomed by BMC education that RAC is now Remedy Skilled Professional (RSP) and there was no RAC anymore. I vote that they bring the RAC certification back. From: Longwing, LJ CTR MDA/IC lj.longwing@mda.mil To: arslist@ARSLIST.ORG Sent: Tuesday, May 29, 2012 10:56 AM Subject: Re: Remedy Approved Consultant - Is it still a valid handle? WellI got a RAC almost 6 years ago after BMC purchased the toolset...so it was still called that back then...but I also noticed something similar to Terry and was watching this thread to see the outcome :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, May 29, 2012 7:28 AM To: arslist@ARSLIST.ORG Subject: OT: Remedy Approved Consultant - Is it still a valid handle? ** That’s a very interesting question considering that RAC should have changed for a very short time in the dark ages to PAC and then to BAC.. More power to Acronyms! Joe From: Terry Bootsma mailto:tboot...@objectpath.com Sent: Tuesday, May 29, 2012 8:03 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Remedy Approved Consultant - Is it still a valid handle? ** Hello arslist! If possible, I would like to verify whether the term Remedy Approved Consultant is still a valid certification status for BMC/Remedy. I cannot see any reference to this terminology on BMC's education web site (unless I am missing it). It only seems to mention Certified Professional and Certified Expert. A few years ago (when I was a RAC) it was restricted to only BMC Partners and involved a course/fee whenever new technology was released. Is there still something like this today and is it only restricted to partners? Have the new programs superseded it? Terry _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Configuring Mid-tier for a server group
** Jose,You can restrict the entry points on the application list field by using a reserved field called AppSubset - field id 1576. This field can control and display a subset of servers and applications that are displayed on your home page. It is documented in the form and application object guide pg 314. Hope this helps.Regards,Saby From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Wednesday, May 23, 2012 2:22 AM To: arslist@ARSLIST.ORG Subject: Configuring Mid-tier for a server group ** Hi listers, I'm with ARS and midtier 7.5. I have two ARS servers named: a1.contoso.es a2.contoso.es balanced both under address ars.contoso.es I have mid-tier configured only with server ars.contoso.es. But sometimes I want to access to one specific server, for instance when setting ARS Server settings. I currently do it using the user tool. But I want to allow to select it through mid-tier. If I allow the three addresses as valid ARS servers at the mid-tier, I see the entry points lists at Home Page triplicated. What I want is to always work with ars.contoso.es, but if user changes the URL, specifying the name of a real server, then connect directly to this server. Is this possible? How can you do it with versions 7.6.04 and beyond if no user tool is provided? Jose M. Huerta Project Manager Movil: 661 665 088 Telf.:971750324 Fax:971750794 SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. PPor favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. _attend WWRUG12 www.wwrug.com 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. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response.
Vikrant, Look at CURL. It's a great utility and can be called from the command line. You can pass a URL to it with the relevant parameters. You would have to write Remedy workflow to build the URL and then you can call the PROCESS from a filter set field, $PROCESS$. This way you get the result of the command back in a field and can fire additional workflow of that (notify someone via email of a failure to deliver etc) I have used it to perform integrations to an HP Openview Monitoring gateway and it works well. http://curl.haxx.se/docs/manpage.html Let me know if you have any questions. Saby From: Kulkarni, Vikrant vkulka...@columnit.com To: arslist@ARSLIST.ORG Sent: Tuesday, May 8, 2012 6:35 AM Subject: Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response. Thx Misi, One confusion still. I liked the idea of the view field but can I read the value back from that field as a http response? Need to check it. Will update on this approach shortly. Thanks Vikram -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 08, 2012 4:01 PM To: arslist@ARSLIST.ORG Subject: Re: PROBLEM :Invoking 3rd party sms gateway URL via remedy and capturing the response. Hi, The best way would probably be to write a small filter-plugin that can do the call from the server. Or you might be able to write some small javascript-code for Mid-Tier that does the call. If you create a small View-field, and assign the URL to that field. The returned value should be displayed. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi, I am in search of something I have not done before. We are trying to implement sms functionality for one of our customer. In short the requirement is such that we have a sms gateway URL which has destination number, and 2 text fields embedded into the URL. Once when we hit the URL with this info we get a 3 digit code in response which tell us about the status of the sms i.e. Delivered, failed, pending etc. This code is what the customer needs to record for auditing purpose. I am not sure how can we achieve this via Remedy workflow. Can any one help me with this. Thanks, Vikram ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Column Sort on Vendor Form
Does not seem to be an issue with the ARDBCPlugin. We have custom fields added to the vendor form with data populated for some records and NULL on others. The column sorts fine in a table field referencing the vendor form. We are on SQL server (ARS 7.1 and ITSM 7) and I know NULL is handled differently between SQL Server and Oracle. Could this be related to the backend db as well? Saby --- On Fri, 4/6/12, Murnane, Phil pmurn...@windwardits.com wrote: From: Murnane, Phil pmurn...@windwardits.com Subject: Re: Column Sort on Vendor Form To: arslist@ARSLIST.ORG Date: Friday, April 6, 2012, 2:31 PM Joe: I never ran into that, but my first thought would be to enhance the source code of the ARDBC plugin to produce the desired behavior and recompile. I suppose you could just write your own plugin, also. --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, April 06, 2012 09:27 To: arslist@ARSLIST.ORG Subject: Re: Column Sort on Vendor Form I recall this to be happening a long time ago too. I think it just never got fixed. Never tried that workaround though.. How would it work with ARDBC plugin related vendor form where the data is not actually stored in the form? Joe -Original Message- From: Murnane, Phil Sent: Friday, April 06, 2012 9:04 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Column Sort on Vendor Form Frank: I vaguely recall something like this happening to me years ago. The workaround was to get the DBA to change the database view to contain a space character when the data would have been null. If it's a numeric column, we asked the DBA to put zero instead of null. Maybe this would work for you? --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Friday, April 06, 2012 08:59 To: arslist@ARSLIST.ORG Subject: Column Sort on Vendor Form ARS 7.6.04 sp2 Oracle / Redhat Created a vendor form using the ARDBC LDAP connection with about 30 fields. The form opens correctly (User Tool and Midtier) and I can run queries against it. I can also click on a results list column heading and sort the results. However, when I try and sort on a column where one of the result records has no value (NULL, empty string) value for the field being sorted the plugin crashes and I get this error: Cannot establish a network connection to the AR System Plug-In server : abcd-123 ARSYS.ARDBC.LDAP : RPC: Miscellaneous tli error - System error (Connection refused) (ARERR 8760) Anyone else seen this issue? Thank you Frank Caruso ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Error while consuming a web service - ARERR [9130]...
Hey Joe, Check your classpath and make sure that the files exist in the folder it is pointing to. On my servers I have 2 copies of these files. One in a folder where Kinetic is installed and the other in jre_home\jre\lib\ext. Saby --- On Mon, 2/27/12, Joe Martin D'Souza jdso...@shyle.net wrote: From: Joe Martin D'Souza jdso...@shyle.net Subject: Error while consuming a web service - ARERR [9130]... To: arslist@ARSLIST.ORG Date: Monday, February 27, 2012, 8:40 PM ** I am on AR System 7.6.03 (unpatched) and use Oracle 10.2.0.3.0 – 64 bit – its an all round windows environment. Not that it matters but we have the ITSM apps 7.6.03 (unpatched) along with SRM and RKM installed too. I have used SoapUI and tried to pass the same parameters, and have had no problems getting a good response, but if I try to consume the same web service from the AR System using a Set Fields action in a Filter, I get the following message. ARERR [9130] Error encountered while executing a Web Service : Unknown method I have attached the arjavaplugin.log file along with the arjavaplugin-stderr-2012-02-27 and the arjavaplugin-stdout-2012-02-27 file at the time the error was generated. The Filter and API log does not say anything that is not already present in the arjavaplugin.log file pertaining to this error. In fact the arjavaplugin.log file contains more details.. (Hopefully the logs will find their way through the list server...) MY ANALYSIS so far A warning appearing just before the error on the arjavaplugin.log could be the possible cause of the problem. The warning is: 2012-02-27 10:46:11,919 WARN [pool-4-thread-9] org.apache.axis.utils.JavaUtils (JavaUtils.java:1308) - Unable to find required classes (javax.activation.DataHandler and javax.mail.internet.MimeMultipart). Attachment support is disabled. These two classes javax.activation.DataHandler and javax.mail.internet.MimeMultipart, should be found in the activation.jar and mail.jar file respectively. These files are not found anywhere bundled with any of the WS plugin. However there is a mail.jar file found at: C:\dir mail.jar /a/s Volume in drive C has no label. Volume Serial Number is A0A4-1005 Directory of C:\Program Files (x86)\Dell\SysMgt\jre\lib 06/02/2006 11:42 AM 280,984 mail.jar 1 File(s) 280,984 bytes Total Files Listed: 1 File(s) 280,984 bytes 0 Dir(s) 21,731,061,760 bytes free From the date of this file this is a pretty old version. I however listed the table of contents in this file and the class javax.mail.internet.MimeMultipart is present in this file although its not recently dated.. 5558 Fri Dec 01 00:02:02 EST 2000 javax/mail/internet/MimeMultipart.class I have 3 different versions of the activation.jar file on the server found at: C:\dir activation.jar /a/s Volume in drive C has no label. Volume Serial Number is A0A4-1005 Directory of C:\Program Files (x86)\Dell\SysMgt\jre\lib 06/02/2006 11:42 AM 45,386 activation.jar 1 File(s) 45,386 bytes Directory of C:\Users\esmadmin\AppData\Local\Temp\Utilities\cmdb 01/22/2010 01:01 PM 62,983 activation.jar 1 File(s) 62,983 bytes Directory of C:\Users\esmadmin\AppData\Local\Temp\Utilities\rik 12/08/2009 07:23 AM 54,829 activation.jar 1 File(s) 54,829 bytes Total Files Listed: 3 File(s) 163,198 bytes 0 Dir(s) 21,731,127,296 bytes free I listed the table of contents of the activation.jar file located at these three locations and found the class javax.activation.DataHandler of 3 different versions.. 7683 Fri May 21 14:14:22 EDT 1999 javax/activation/DataHandler.class 9912 Tue May 02 09:25:26 EDT 2006 javax/activation/DataHandler.class 7892 Wed Aug 28 13:49:50 EDT 2002 javax/activation/DataHandler.class Must any of these files be copied to the WS plugin directory? Or do I need to download the mail.jar and activation.jar file of some other specific version?? If the absence of these files is not the reason I am experiencing this ARERR [9130] problem, then let me know if you’ll have any other thoughts. I’ll appreciate all responses.. Cheers Joe _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: trying to query ARRemedy 6.3 data from ARserver 7.5.....help me with any ideas
Could you provide your environment details please. This would help us to better provide you with options that you can persue. The response time over a database link/linked server is dependent on network bandwidth and what your crietria for looking up the change record is. Do you search by the Change Request id, or are you searching by some other field. What happens if you just try to pull the change without its related tasks? To answer your question on the tasks, you can access the data the same way as in change. You can then create a table field on the view form that displays your changes to only view tasks related to that change. I still recommend making a copy of the relevant data and storing it locally. Try to convince your manager about the benfits of doing this. You do not need the entire ARSystem database from 63, but only pick the tables that have the relevant data e.g. the change and tasks table from 63 and copy the data to the 75 database instance. The tables can be stored in a seperate database (ARS63CHGData) and so your manager need not worry that the AR System database is being modified outside of Remedy. If you still get push back ask the following questions: 1. What happens if and when the ARS 63 database is retired 2. Is it not better that the DBA's have one less database to support 3. Easier development with a local copy of the data as you do not need to check if the remote database is up when querying the data from the 63 database. Saby From: gok's gmedise...@yahoo.com To: arslist@ARSLIST.ORG Sent: Mon, February 28, 2011 3:45:48 PM Subject: Re: trying to query ARRemedy 6.3 data from ARserver 7.5.help me with any ideas Thanks for response Sabyson I worked as you said but when I query any records it is taking a lot of time some times time out error because I need to get related tasks as well and moving the tables which my manger don't want to do it. So i am trying with stored proc to set a parameter value to get the records but is it possible to display the related tasks in the task tab in CHG:Change form. Sabyson Fernandes wrote: You can look into creating a Database link between the 6.3 ARSystem database and the 7.5 ARSystem database. Then create a database SQL view in the 7.5 database that points to the 6.3 database change form. You can then create a view form that points to this DB view and you can access the 6.3 change data from within Remedy 7.5 . Sometimes DB links are slow, so for best results I would just copy the relevant tables into a separate database within the same database instance as your 7.5 database and create the view form on top of that. Hope this helps. Saby --- On Sat, 2/26/11, gok's gmedise...@yahoo.com wrote: From: gok's gmedise...@yahoo.com Subject: Re: trying to query ARRemedy 6.3 data from ARserver 7.5.help me with any ideas To: arslist@ARSLIST.ORG Date: Saturday, February 26, 2011, 8:15 PM My manager didn't want to move the data structures in to the 7.5 database he want it keep out side but .user want see only CHG:Change tickets from that 6.3 data... I want to see only to view the CHG:Change tickets in 7.5 user tool. Joe Martin D'Souza wrote: If the database doesn't have a running AR Server, why not just upgrade it to AR System Server 7.5 by installing one and choosing the upgrade option against that database? That way the data structures will be of the same version.. I do not have a complete idea of what you are trying to achieve - meaning if you want to access this database to just view or modify or ?? So if you can give a little more of what you are trying to achieve I or someone here might have some better views on how to help you.. Joe -Original Message- From: gok's Sent: Saturday, February 26, 2011 1:20 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: trying to query ARRemedy 6.3 data from ARserver 7.5.help me with any ideas Hi All, I am trying to query or to search by based on CHG request id from ARSystem 6.3 to ARSystem 7.5. here ARSystem_6_3 database didn't have any ARServer and Mid-tier so I am trying to use Java API ..Here I want some information regarding whether I can get the chg ticket information like related tasks and attachments to ARSystem 7.5. Thanks for replies ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- View this message in context: http://old.nabble.com/trying-to-query-ARRemedy-6.3-data-from-ARserver-7.5.help-me-with-any-ideas-tp31021215p31021745.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com
Re: trying to query ARRemedy 6.3 data from ARserver 7.5.....help me with any ideas
You can look into creating a Database link between the 6.3 ARSystem database and the 7.5 ARSystem database. Then create a database SQL view in the 7.5 database that points to the 6.3 database change form. You can then create a view form that points to this DB view and you can access the 6.3 change data from within Remedy 7.5 . Sometimes DB links are slow, so for best results I would just copy the relevant tables into a separate database within the same database instance as your 7.5 database and create the view form on top of that. Hope this helps. Saby --- On Sat, 2/26/11, gok's gmedise...@yahoo.com wrote: From: gok's gmedise...@yahoo.com Subject: Re: trying to query ARRemedy 6.3 data from ARserver 7.5.help me with any ideas To: arslist@ARSLIST.ORG Date: Saturday, February 26, 2011, 8:15 PM My manager didn't want to move the data structures in to the 7.5 database he want it keep out side but .user want see only CHG:Change tickets from that 6.3 data... I want to see only to view the CHG:Change tickets in 7.5 user tool. Joe Martin D'Souza wrote: If the database doesn't have a running AR Server, why not just upgrade it to AR System Server 7.5 by installing one and choosing the upgrade option against that database? That way the data structures will be of the same version.. I do not have a complete idea of what you are trying to achieve - meaning if you want to access this database to just view or modify or ?? So if you can give a little more of what you are trying to achieve I or someone here might have some better views on how to help you.. Joe -Original Message- From: gok's Sent: Saturday, February 26, 2011 1:20 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: trying to query ARRemedy 6.3 data from ARserver 7.5.help me with any ideas Hi All, I am trying to query or to search by based on CHG request id from ARSystem 6.3 to ARSystem 7.5. here ARSystem_6_3 database didn't have any ARServer and Mid-tier so I am trying to use Java API ..Here I want some information regarding whether I can get the chg ticket information like related tasks and attachments to ARSystem 7.5. Thanks for replies ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- View this message in context: http://old.nabble.com/trying-to-query-ARRemedy-6.3-data-from-ARserver-7.5.help-me-with-any-ideas-tp31021215p31021745.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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
Re: Alternative Approver in Change Management
The site I am working on has notifications going to to alternates just fine.
Did you try to had to add a notification to the approval process being used
which sent the notifications to alternates? See if that works. When you add
the notification, you should see a filter created on the join form. Also make
sure that the alternates field is populated so there is a 'To' and also a
relevant 'tag' in the SYS:NotificationMessages form.
We are on ARS 7.1 P9, ITSM 7.0.3 P10, Approval 7.1 P9
Do you have any approval server logs and filter?
Saby
--- On Thu, 10/28/10, Pargeter, Christie :CO IS cparg...@lhs.org wrote:
From: Pargeter, Christie :CO IS cparg...@lhs.org
Subject: Re: Alternative Approver in Change Management
To: arslist@ARSLIST.ORG
Date: Thursday, October 28, 2010, 3:11 PM
**
Thanks. I put in a ticket with them.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, October 27, 2010 7:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternative Approver in Change Management
**
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I also remember a bug… unfortunately I’m a little fuzzy on the details but it
had to do with the notifications for alternates not going out due to the way
the approval mapping was configured. If you have BMC support, try to see if
they can shed some light on this. If it’s a defect, you may be doing more work
trying to deconstruct it.
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG ] On Behalf Of Roger Justice
Sent: Wednesday, October 27, 2010 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Alternative Approver in Change Management
** In the approval server look at notifications for this Change Process.
-Original Message-
From: Pargeter, Christie :CO IS cparg...@lhs.org
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Oct 27, 2010 3:46 pm
Subject: Re: Alternative Approver in Change Management
**
Yes, the person has the Functional Role of Change Approver but they still don't
get the notification. Also, I am not seeing a filter that will create a record
in AR System Email Messages or any of the Notifier forms. Can you give me the
name that triggers the notification?
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that any dissemination, distribution, copying or action taken in relation to
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sender immediately and permanently delete the original and any copy of this
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Re: Group Notifications
Check that escalations are running on the server. The group notifications are expanded to the group members by an escalation that created the records in the NTE notification form for members of the group. Sometimes escalations are disabled at the server configuration level when you do an install/upgrade and forget to re-enable them. Regards, Saby --- On Fri, 10/8/10, Tommy Morris tommy.mor...@radioshack.com wrote: From: Tommy Morris tommy.mor...@radioshack.com Subject: Group Notifications To: arslist@ARSLIST.ORG Date: Friday, October 8, 2010, 3:34 AM ** ARS 7.5p3 ITSM 7.6p1 Just rolled this version out live for the company and group notifications for incident records are not triggering. Notifications are not being sent when an Incident is assigned to a Group. Notifications are sent when an Incident is assigned to an individual. Notifications are sent for Tasks and Changes being assigned to a group but I cannot find a configuration to ensure that Group Notifications fire for incidents. Amazingly this is a major issue. _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: Pushing Field data from Incident to Task
Shane, What you are looking for is the set fields action that is triggered when the Relate Ad-hoc Task action is triggered via the Add task button. You will need to add to the list of fields in that set field, so when the user is creating the ad-hoc task this information is updated. Now, there is an issue if the fields that are copied across get updated on the incident you need to add additional workflow to push the updates to all the tasks that have this information. We have the relationship and you can view the parent incident/change, but I know techs do not want to open up the incident form, from the task as it involves extra clicks and they end up having many windows open in the background. To get around this update issue, I use display only fields on the task form and when the task is opened I pull the information back from the parent request (incident/change). Hope this is helpful. Regards, Saby --- On Tue, 10/5/10, Shane Buchholz sha...@samhealth.org wrote: From: Shane Buchholz sha...@samhealth.org Subject: Pushing Field data from Incident to Task To: arslist@ARSLIST.ORG Date: Tuesday, October 5, 2010, 5:40 PM ** I am hoping that someone may be able to help me in what is probably a simple process that I am overcomplicating. We have a need to add additional fields to both the Incident and Task forms in ITSM. What I am trying to work out is how to push values from the Incident into the Task when the Task is first created. Right now some basic data flows through (Requester Info, Location, etc.), but I have been unable to duplicate this. The process should work as follows: 1. Incident is created (HPD:Help Desk – Best Practice View) 2. User starts to create a Task (HPD:Help Desk Dialogs – Task View) 3. Request Type set to Ad Hoc and Relate button (z3Btn_AddTaskTG) clicked. 4. Task form (TMS:Task) is opened, and select data is preset in the Task. What I need to do is add functionality so that my fields populate from step 3 to step 4. I have a fairly good understanding of general workflow in ARS, but not a very good knowledge of the more advanced functions. Pulling logs of the workflow as it happens has not helped me to determine where the data push takes place. ARS 7.5 ITSM 7.6 SQL 2005 Windows 2008 (64-bit) Any help would be appreciated, and I apologize if this is a simple solution that I have just not discovered yet. Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Samaritan Health Services Confidentiality Notice: This e-mail message, including any attachments, 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 e-mail and destroy all copies of the original message. _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: Keywords - TIME and TIMESTAMP
There is also $SERVERTIMESTAMP$ if your on 7.1 Saby --- On Mon, 10/4/10, Joe Martin D'Souza jdso...@shyle.net wrote: From: Joe Martin D'Souza jdso...@shyle.net Subject: Re: Keywords - TIME and TIMESTAMP To: arslist@ARSLIST.ORG Date: Monday, October 4, 2010, 10:34 PM Use Filters as opposed to Active Links when setting that field.. Joe -- From: Sanford, Claire claire.sanf...@memorialhermann.org Sent: Monday, October 04, 2010 5:31 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Keywords - TIME and TIMESTAMP Is there a way to force the $TIME$ function to use the server time? We were going to use this to do some very time specific analysis, but found out that if Joe Blow had his time zone wrong on his machine it would set the time incorrectly. $TIME$ = 12:30 PM $TIMESTAMP$ = 2:30 PM Thanks! Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 claire.sanf...@memorialhermann.org ___ 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: Logging form searches?
Its been around for sometime now. I first used it in ARS 5.x (I think!). Its not mentioned in any of the ARS config manuals, so is still an undocumented feature, but there is a KB on the support website that has all the details. Have fun tracking down those advanced users! Saby --- On Tue, 6/22/10, LJ LongWing lj.longw...@gmail.com wrote: From: LJ LongWing lj.longw...@gmail.com Subject: Re: Logging form searches? To: arslist@ARSLIST.ORG Date: Tuesday, June 22, 2010, 3:19 PM ** Well I’ll be….never knew about that option….when did it get introduced? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sabyson Fernandes Sent: Monday, June 21, 2010 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: Logging form searches? ** James, You can use the Large-Result-Logging-Threshold parameter in the ar.cgf or ar.conf file. This tells the arserver to write to a log file whenever the data returned from a search exceeds the threshold that you have specified. To do this 1. Enable thread logging on the arserver. 2. Edit you ar.cfg (windows) or ar.conf (UNIX/LINUX) and add the parameter Large-Result-Logging-Threshold: valid number 3. Restart services or perform an arsignal. You should now see the user name and the form that was queried when the result set exceeded the threshold you set. An example of the output you get is below THRD /* Thu Jun 11 2009 12:07:49.2920 */ Thread Id 7144 (GLEWF) large result buffer allocation - /Length: 3271409/Entries: 15623/Client Ver: =10/RPC ID: 2012/User: testuser1/Form: HPD:HelpDesk/ Hope this helps. Saby --- On Mon, 6/21/10, James Van Sickle james.vansic...@cmc.com wrote: From: James Van Sickle james.vansic...@cmc.com Subject: Logging form searches? To: arslist@ARSLIST.ORG Date: Monday, June 21, 2010, 6:42 PM Fellow Remedy Admins I appear to have a user that is routinely performing large queries against our Help Desk form and causing performance hits. I am trying to find a way to determine who this user is so I can educate them on how to properly query records in Remedy. What would be the best way to see the types of queries that users are making against a particular form? If I can get either the search criteria or records returned, then I could use that information to track down this user. I have tried setting up an Active Link that feeds a form when a Search action is performed. I used $LASTCOUNT$ to try and capture the number of records returned. Unfortunately, this appears to only return 0 when using it with the Search Execute On. Any assistance would be greatly appreciated. The performance hit from these searches is too random to be an Escalation. However, I have gone over Escalation workflow and logs, and not found anything that could be causing the performance hit so far. James Van Sickle Remedy Developer Commercial Metals Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _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: Logging form searches?
James, You can use the Large-Result-Logging-Threshold parameter in the ar.cgf or ar.conf file. This tells the arserver to write to a log file whenever the data returned from a search exceeds the threshold that you have specified. To do this 1. Enable thread logging on the arserver. 2. Edit you ar.cfg (windows) or ar.conf (UNIX/LINUX) and add the parameter Large-Result-Logging-Threshold: valid number 3. Restart services or perform an arsignal. You should now see the user name and the form that was queried when the result set exceeded the threshold you set. An example of the output you get is below THRD /* Thu Jun 11 2009 12:07:49.2920 */ Thread Id 7144 (GLEWF) large result buffer allocation - /Length: 3271409/Entries: 15623/Client Ver: =10/RPC ID: 2012/User: testuser1/Form: HPD:HelpDesk/ Hope this helps. Saby --- On Mon, 6/21/10, James Van Sickle james.vansic...@cmc.com wrote: From: James Van Sickle james.vansic...@cmc.com Subject: Logging form searches? To: arslist@ARSLIST.ORG Date: Monday, June 21, 2010, 6:42 PM Fellow Remedy Admins I appear to have a user that is routinely performing large queries against our Help Desk form and causing performance hits. I am trying to find a way to determine who this user is so I can educate them on how to properly query records in Remedy. What would be the best way to see the types of queries that users are making against a particular form? If I can get either the search criteria or records returned, then I could use that information to track down this user. I have tried setting up an Active Link that feeds a form when a Search action is performed. I used $LASTCOUNT$ to try and capture the number of records returned. Unfortunately, this appears to only return 0 when using it with the Search Execute On. Any assistance would be greatly appreciated. The performance hit from these searches is too random to be an Escalation. However, I have gone over Escalation workflow and logs, and not found anything that could be causing the performance hit so far. James Van Sickle Remedy Developer Commercial Metals Company ___ 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: Clear All
Lisa, In the admin tool open the form and add the Clear button from the Form - Form action fields menu option. This will clear all values in the fields on that form without a need for an active link. Regards, Saby From:Action Request ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Automatically opening a particular form when logging in on a particular machine
Hi Dwayne, If it was done to work on a specific desktop then it might be the settings for the user tool under the Tools - Options - General Tab (On Exit Save Window Workspace) on that desktop. This will remember any forms that you had open in the background when a user exits the client. Note that you will have to check this option, then open the form you want in submit mode and exit the client. After this is done, the next time you login to the Remedy client it will automatically open the form in submit mode. Now go back and unselect the On Exit Save Window Workspace so it does not remember any new forms that the user might have open when he exits the client. There are also settings in the ar.cfg/ar.conf file (init-form) that will allow you to open a specific form when users login to the Remedy client. But this would affect all users who login. More details are on this parameter are available in the configuration guide. Hope this helps. Saby Fernandes From: Martin, Dwayne marti...@jmu.edu To: arslist@ARSLIST.ORG Sent: Thu, March 25, 2010 8:44:39 AM Subject: Automatically opening a particular form when logging in on a particular machine ** Dear List, Excuse me, but I’m getting forgetful in my old age. About six years ago I set up a PC to automatically open a particular form in Submit mode whenever someone logs onto Remedy on that particular PC. Now we want to switch to a new computer, which means switching the workflow. But I can’t remember how I did it. It seems like it has to be with an Active Link, because only Active Links open windows, but none show up in the workflow.log. (I checked the filter log just to be sure.) I looked in database “actlink_open” table for links that open that particular form, but none matched. Any suggestions? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.2 db) _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: White screen on refresh
Mark,
With regards to the admin tool, I have noticed that if your server window is
set to active links and you modify and save an active link, the save takes
longer, as the objects in the server window are refreshed in the background. If
you haven't selected a specific object type in the server window and save the
active link it saves a lot faster. It is the same with forms as well.
Saby
From: Joe D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Sent: Thu, March 11, 2010 2:17:23 AM
Subject: Re: White screen on refresh
**
Performance of
your application is an area you might want to check. Its typical signs of badly
written code, that uses a bad search probably on that table field since you say
that it happens on refresh of a table field..
Make sure that
you have used fields that would qualify for writing a good query, meaning that
they have been indexed. Make sure the query is optimized by way of minimum
calculations required to get the results.. constants on one side with variables
on the other side of an equation..
Joe
-Original Message-
From: Action Request System
discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of
Brittain, Mark
Sent: Wednesday, March 10, 2010 3:52
PM
To: arslist@ARSLIST.ORG
Subject: White screen on
refresh
**
Hi All
This might be an odd question but I thought worth asking. Sometimes when
I do a search or refresh a table in the RUT or save a change to a form
in the admin tool my screen goes white. Really weird.
Can anyone tell me why this occurs? ARS 6.3 patch 20 on server and
client. SunOS 5.9 server and Windows XP Professional client.
Thanks
Mark
Mark
Brittain
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Re: Refreshing the DB for ITSM 7.1.0
Hi Shyam, Sorry, I mis-understood what you were looking for. I have worked at a few sites where the DB copy was mainly done so that the test environment had production data to be tested with. Sorry, but at least you know of rrrchive if you didn't earlier. For DB copies with ITSM 7.0.3 (AIE, Incident, Problem, Change, Asset and CMDB) these are the tables that I am aware of that hold server name references. I had written a stored procedure that took a search string and traversed through all tables and columns within the tables of a specific database and returned the table name followed with the column name. This gave me the tables and columns referenced below. Report (field name: Server) BMC.CORE.CONFIG:BMC_FederatedInterface_ (Field name: ARServerName) EIE:ApplicationSettings (field name: Help File Path) EIE:DataExchange (field names: Instance Name, zTmpInstanceAlias) EIE:BackUpLoadFlag (field names: Host, Internal Instance Name,InstanceName) EIEORA:RuleHelper (field name: Path) - holds the path to the EIE bin directory so may or may not have the server name referenced here depending on how you did your install. CAI:AppRegistry (field name: Server) In addition to these there are also meta-data tables like field_table etc. that may need server references removed. Hope this helps. Saby From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar Sent: Friday, March 05, 2010 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Thanks for the suggestion Saby, But I am looking for a way to move customizations only and not the data. Thanks to Joe D'Souza for his suggestion and I will most likely be using that for our needs. Regards, -- Shyam From:Sabyson Fernandes sebyr...@yahoo.com To: arslist@ARSLIST.ORG Sent: Fri, March 5, 2010 6:08:39 AM Subject: Re: Refreshing the DB for ITSM 7.1.0 ** Hi Shyam, Have you looked into rrrChive? Its a great utility for copying over data from one server to another. I use it currently for copying data from a production server to a archive server and will shortly be using it to copy production data to our UAT environment so that users can test enhancements/fixes with production data. Regards, Saby From:Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, March 4, 2010 4:59:45 PM Subject: Refreshing the DB for ITSM 7.1.0 ** Dear Listers, I have a need to refresh the production database back onto a test environment we are building. Since there have been quite a few customizations, we would like to get to a point where we can start leveraging the Test environment without having to individually migrate the customizations over. If refreshing the DB from production environment is considered risky due to the various notifications, escalations and approvals that might be pending, we can even refresh from our development server. Here's the environment: ITSM 7.1.0 (except SRM) ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL Oracle 10gR3 RAC running on RHEL Has anyone attempted something like this and has been comfortable with the refresh process. I have done this in the past on ITSM 6.x running on Oracle. I do realize exporting the ARADMIN schema from one instance and importing into another instance would get me started. However, I am more concerned with the data driven nature of ITSM 7.1.0 and there is more to the refresh process than meets the eye. I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the list. Any words of advice, things to do, things not to do, things to watch out for, or not do this at all. Any feedback is welcome. Thanks in advance, -- Shyam_Platinum Sponsor: 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: Refreshing the DB for ITSM 7.1.0
Hi Shyam, Have you looked into rrrChive? Its a great utility for copying over data from one server to another. I use it currently for copying data from a production server to a archive server and will shortly be using it to copy production data to our UAT environment so that users can test enhancements/fixes with production data. Regards, Saby From: Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, March 4, 2010 4:59:45 PM Subject: Refreshing the DB for ITSM 7.1.0 ** Dear Listers, I have a need to refresh the production database back onto a test environment we are building. Since there have been quite a few customizations, we would like to get to a point where we can start leveraging the Test environment without having to individually migrate the customizations over. If refreshing the DB from production environment is considered risky due to the various notifications, escalations and approvals that might be pending, we can even refresh from our development server. Here's the environment: ITSM 7.1.0 (except SRM) ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL Oracle 10gR3 RAC running on RHEL Has anyone attempted something like this and has been comfortable with the refresh process. I have done this in the past on ITSM 6.x running on Oracle. I do realize exporting the ARADMIN schema from one instance and importing into another instance would get me started. However, I am more concerned with the data driven nature of ITSM 7.1.0 and there is more to the refresh process than meets the eye. I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the list. Any words of advice, things to do, things not to do, things to watch out for, or not do this at all. Any feedback is welcome. Thanks in advance, -- Shyam _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: Anyone ever add a custom app to the Overview Console?
Scott, We have developed a custom console which allows our users to view requests from different forms on a single table via the OOB ITSM vendor forms. To add a new form to the overview console or any table field that points to the vendor form here is what we did. 1. Make an entry for that form in the SHR:ARDBC_OverviewConsoleTemplate form 2. If this is a custom or OOB form, make sure any fields that you want displayed on the console are also added to the form in the admin tool if they dont already exist or an existing field cannot be used. 3. On the schema names form, search for an entry for the form that you added in 1 and check the form lookup and keyword lookup check boxes. This only has OOB entries, so you may need to add an entry for any custom form that you created. 4. Go to the SHR:ARDBCFields form and map the fields from your custom form to the relevant field ids of the vendor form. Make sure you map the request id field (field id 1) and the status field (field id 7) of your custom form. Note that you can have one field from your custom form mapped to more that one field on the vendor form but not the other way around. 5. For any enumerated fields like the status field which is being displayed in the template you will need to make the relevant entries in the SHR:ARDBCEnumLookup form. When doing this specifically for the status, if the values do not map to any relevant status values on the vendor form, then you will need to add the status attribute to the consolidated status field on the SHR:ARDBC_OverviewConsoleTemplate form before you can start the mapping. 6. Restart the services. Test To trouble shoot, I use the plugin logs (finest) and SQL logs. Let me know how you get along or if you need any clarifications Saby From: Scott Philben sphil...@mac.com To: arslist@ARSLIST.ORG Sent: Tue, January 26, 2010 7:08:42 PM Subject: Anyone ever add a custom app to the Overview Console? I have seen some posts on this area but thought I would revisit the topic. ARS 7.5 patch 002 ITSM 7.5.02 When I started this project I thought what I wanted would be a simple addition to something like the old SHR:ConsilidatedList. But it turns out that BMC have made things more complicated than need be (again) and the idea that I could easily add a custom app to the Overview Console is running into reality. All I want to do is let my users see the open tickets they have in both ITSM apps as well as a custom app in one place. So I started poking around in the Overview Console and found the following: The SHR:OverviewConsole form points to SHR:ARDBC_OverviewConsole (a vendor form) which in turn seems to use SHR:ARDBC_OverviewConsoleTemplate which uses SHR:ARDBCFields to map to your app. Based on some stuff I found floating around the web, I added my Application form and App name to SHR:ARDBC_OverviewConsoleTemplate. This accomplished, I then mapped a few fields from my App to the fields on SHR:ARDBC_OverviewConsole using entries in SHR:ARDBCFields. Thinking myself done, I restarted the plugin server (these forms are hooked together via Vendor forms... whodathunkit?) and then opened the Overview Console. I got SQL errors. Specifically: ARERR [522] Error: ARGetListEntryWithFields - Failure during SQL operation to the database. So, obviously I am missing something. I opened a ticket with BMC to see if there was a documented way to do this (there must be, right? They do it!) and was told in so many words to pound sand. They don't do customizations help. So for anyone else out there in a similar predicament, is there a way to do this that you would be willing to share? Thanks for your time. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: fast way to find the object in Remedy
Another option is if you have a documentation utility like ARInside (www.arinside.org). From here you can view all fields and workflow related to the form and go down to the field level as well. If you still want to stick to the admin tool, as Joe pointed out, it can be slow at times. If I need to do this, I restrict the number of objects I am viewing by using the View - By form functionality in the admin tool. Saby From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Mon, December 14, 2009 2:16:40 PM Subject: Re: fast way to find the object in Remedy ** Atif, Since you say 'quickest' technically the AR Admin tool isn't the 'quickest' way to find objects especially if you have all those OTB apps of ITSM installed.. The quickest way would be trying a database search.. For e.g. if you want to search for all AL's tied to a particular form: select name from actlink where schemaid in (select schemaid from arschema where name = 'your schema name'; You could also use the exist clause instead of in, which I am told has a performance advantage.. These searches will take no more than a few seconds (1 to 2 or 3 seconds) as opposed to nearly a minute or more on the Admin tool.. You could run similar searches for other objects like filters, menus, etc.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of ITN (Atif Akbar) Sent: Monday, December 14, 2009 7:09 AM To: arslist@ARSLIST.ORG Subject: fast way to find the object in Remedy ** Hi, I am using Remedy 7 and need to know the quickest way to find that Objects (e.g. active links, Filters) related to Form. Thanks Regards Atif Akbar DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error. Please notify the sender and delete the email destroying any hard copies of the original e-mail message and The sender will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons._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: Task error - suggestions?
Hi Richard, The tasks need to be activated by the parent object i.e. incident/change or any predecessor task/task groups in a sequential flow. For incident setting the status of In Progress will activate the first task or task group associated to the incident. There is a known issue when sometimes the task flow is broken and the tasks do not get activated. This mainly happens when you have a cancelled task somewhere in the middle of a sequence. The way to manually activate the task is to set the 'State' field on the task to active. You can do this by workflow to push this value into the relevant task from a display only form that you can create. BMC support advised that we install ITSM patch 9 to resolve the issue when a task does not get activated. We did install patch 9, but there were 2 major issues that got introduced as a result of installing the patch. We got a hot fix for one of them and the other issue is still open. Regards, Saby From: copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us To: arslist@ARSLIST.ORG Sent: Fri, December 4, 2009 8:22:59 AM Subject: Task error - suggestions? ** I’m starting to work with the Task Management system under Incident Mgt. I’ve created an incident and an ad-hoc task under it. However, when I go into the task to change the status I keep getting an error - (ARERR 45093) – that says I have to activate the task in the incident. I can’t seem to find any place in the “best practices” incident menu where I can do this. Any suggestions? There was no info in bing/google or anything really helpful in the KB on how to fix this.. Thanks. AR 7.5 patch 2 Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this 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: Task error - suggestions?
Richard, Did you set the status of the incident to In Progress? Saby From: copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us To: arslist@ARSLIST.ORG Sent: Fri, December 4, 2009 10:04:51 AM Subject: Re: Task error - suggestions? We want to be able to create an ad-hoc task from an incident. When we create an ad-hoc task (only one/first one) we can’t change the status from “staged” to “assigned”. When we try, we get this error: This task (or group) must be activated (from the parent) before it can be changed to the status: Assigned (ARERR 45093) We can’t figure out how to “activate” it from the parent (we assume parentis incident ). I think we have everything set up right but not 100% sure. We’re pretty much OTB. From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, December 04, 2009 9:52 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? Richard, What is your Issue #? I had a ticket open for this but they closed it out because at the time, I didn’t know how to reproduce. I will re-open but possibly they can relate the issues together. TaufChowdhury |ForestLaboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us Sent: Friday, December 04, 2009 9:44 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? OK. Thanks. The task that won’t change is the first (and only) ad-hoc task. I have a ticket open with BMC so we’ll see what they suggest…. From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sabyson Fernandes Sent: Friday, December 04, 2009 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Task error - suggestions? ** Hi Richard, The tasks need to be activated by the parent object i.e. incident/change or any predecessor task/task groups in a sequential flow. For incident setting the status of In Progress will activate the first task or task group associated to the incident. There is a known issue when sometimes the task flow is broken and the tasks do not get activated. This mainly happens when you have a cancelled task somewhere in the middle of a sequence. The way to manually activate the task is to set the 'State' field on the task to active. You can do this by workflow to push this value into the relevant task from a display only form that you can create. BMC support advised that we install ITSM patch 9 to resolve the issue when a task does not get activated. We did install patch 9, but there were 2 major issues that got introduced as a result of installing the patch. We got a hot fix for one of them and the other issue is still open. Regards, Saby From:copits.rich...@bwc.state.oh.us copits.rich...@bwc.state.oh.us To: arslist@ARSLIST.ORG Sent: Fri, December 4, 2009 8:22:59 AM Subject: Task error - suggestions? ** I’m starting to work with the Task Management system under Incident Mgt. I’ve created an incident and an ad-hoc task under it. However, when I go into the task to change the status I keep getting an error - (ARERR 45093) – that says I have to activate the task in the incident. I can’t seem to find any place in the “best practices” incident menu where I can do this. Any suggestions? There was no info in bing/google or anything really helpful in the KB on how to fix this.. Thanks. AR 7.5 patch 2 Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message._Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly
Re: Adding AIE process to armonitor.conf
Shyam, Do you have any currency fields that are mapped as part of a data exchange? We had a similar issue here with AIE crashing if we tried to map any currency fields. Excluding the currency fields from the data exchange resolved this. Saby From: Shyam Attavar atta...@sbcglobal.net To: arslist@ARSLIST.ORG Sent: Thu, December 3, 2009 1:34:36 AM Subject: Adding AIE process to armonitor.conf ** Dear Listers, We are seeing an issue with the AIE process dying from time to time and we would like to add this to armonitor.conf, so that the process can be restarted without any manual intervention. We are currently running only a single instance of AIE on the same box running AR Server. I am not sure if this is even recommended. I was wondering if any of you have done this. If so, what are the things we need to watch out for? Any insight is really appreciated. Thanks, -- Shyam _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: ARPlugin.exe growing uncontrollably
Christie, We had the same issue here. BMC support provided us with a hotfix which involved replacing several dll files. They said that it was a memory leak on the plugin. Prior to this we used to go to the task manager and select the arplugin process and do a end process tree which would restart the plugin, whenever it was over the 1.5 GB. Hope this helps. Saby From: Pargeter, Christie :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Mon, November 23, 2009 11:48:45 AM Subject: ARPlugin.exe growing uncontrollably ** Hi All - I am having to reboot my production server because the ARPlugin.exe is growing to over 1.5 GBs of RAM. I have a ticket into BMC but they are not sure why this is happening. I thought I would see if anyone here has an idea why this is happening. We went live with ITSM 7 at the end of June and have stayed pretty out of the box. We haven't implemented the CMDB yet and only do a little with AIE. I am wondering if this is happening because we are trying to use the ad hoc report tool quite a bit. Any ideas? ARS 7.1 p 6 ITSM 7.0.3 p 9 Service Desk Change Management Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical analystcparge...@lhs.org1120 Building tel: 503-415-5149 _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: Ports and Queues - Thread Settings ?
Raj, AR Server crashing could also be due to a memory leak issue. Monitor the memory footprint of the arserver.exe process (windows)/arserverd (UNIX) to see if the memory footprint grows over time. Saby From: patchsk vamsi...@gmail.com To: arslist@ARSLIST.ORG Sent: Mon, November 9, 2009 9:28:33 AM Subject: Re: Ports and Queues - Thread Settings ? Hi Raj, There is no easy and straight answer to find the optimum number of threads. It is different for each app and environment. You need to start with a min number of threads and increase one or two at a time till you find the number which fits perfectly to your environment. Use api and thread logs to do analysis and fine tuning. There is a remedy performace tuning: Optimization and trouble shooting guide where you can get more details. As per that manual An optimal minimum thread count is typically 1 to 2 times the number of server CPUs. The more CPUs that are available to the AR System server, the fewer number of minimum threads are needed. Thanks, Vamsi On Nov 8, 7:42 pm, Raj ravi6...@gmail.com wrote: Hello All, Was wondering, where to find more information on optimum thread value settings/dependency in the ports and queue tab of server information ? Our production server is crashing, so just as a debugging/ troubleshooting aspect trying to make sure that the thread values are properly set. Thanks, Raj ___ 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
Re: Re : AIE 7.1 data conversion - RESOLVED
That's exactly what I do. Frex, since you can read the data that means that ARAdmin has been granted select access to the remote DB tables/views. You can create a view within the ARSystem db and point the view to the remote db table/view. You can then drop/recreate and convert the data into any format that you want. A note on SQL 2005, I noticed that sometimes views over linked servers are slow. In these cases, I pull the data into a temporary table using the select * into tmp_table andf then point AIE to this table. If you do this on a scheduled basis, then you will need to drop the table first. Saby From: Grooms, Frederick W frederick.w.gro...@xo.com To: arslist@ARSLIST.ORG Sent: Tue, October 27, 2009 10:13:28 AM Subject: Re: Re : AIE 7.1 data conversion - RESOLVED I think what he was saying is he creates views in the local Remedy DB pointing to the remote tables/views and does the conversion in his local views. I do the same type of thing here. i.e. I have a local view in my Remedy database that points to a remote table/view. This way I reference everything in Remedy as just the local database and the database view handles the remote info. This came in real handy when the DBA's went and moved (with a domain rename) the remote db. All I had to do was update the local database view and Remedy did not have to change at all. Fred From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frex Popo Sent: Tuesday, October 27, 2009 2:32 AM To: arslist@ARSLIST.ORG Subject: Re: Re : AIE 7.1 data conversion - RESOLVED ** What I mean by I do not have access to the object at the other end is, I can only read the data, I can not change it let alone drop and recreate the views. --- En date de : Mar 27.10.09, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: Re: Re : AIE 7.1 data conversion - RESOLVED À: arslist@ARSLIST.ORG Date: Mardi 27 Octobre 2009, 8h28 Wish it was that simple:) The object I am in fact puuling the data from are views and not physical tables. I do not have access to the views at the remote end, and to ask anyone to rebuild the views and change the data column would be asking for trouble :) Please let me know if you meant something else. Thanks for your thoughts. --- En date de : Lun 26.10.09, Sabyson Fernandes sebyr...@yahoo.com a écrit : De: Sabyson Fernandes sebyr...@yahoo.com Objet: Re: Re : AIE 7.1 data conversion - RESOLVED À: arslist@ARSLIST.ORG Date: Lundi 26 Octobre 2009, 16h43 ** I faced similar issues with data imports using AIE. To get around limitations of AIE, I create SQL views and perform data manipulation using SQL functions such as convert, dateadd etc. Once the view is created, simply point the AIE job to the view and perform simple field and sql column mappings. Hope this helps. From: Frex Popo frexp...@yahoo.fr To: arslist@ARSLIST.ORG Sent: Mon, October 26, 2009 11:16:13 AM Subject: Re: Re : AIE 7.1 data conversion - RESOLVED ** Good question :) All I did was use funtion|substr which did work but should not have worked, I mean loaded the data but I am still getting warnings, stating data type conflict which I am working on. Thanks --- En date de : Lun 26.10.09, jham36 jha...@gmail.com a écrit : De: jham36 jha...@gmail.com Objet: Re: Re : AIE 7.1 data conversion - RESOLVED À: arslist@ARSLIST.ORG Date: Lundi 26 Octobre 2009, 15h47 What was the solution? On Oct 26, 9:43 am, Frex Popo frexp...@yahoo.fr wrote: Thanks --- En date de : Lun 26.10.09, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: AIE 7.1 data conversion À: arsl...@arslist.org Date: Lundi 26 Octobre 2009, 14h20 Hello everyone, I have a table on a remote database (SQL Server 2005) whose data we are reading to a local form in Remedy. One of the columns in the remote table is of type INTEGER. The target column in the remedy form is of type character. I need to be able to convert the INTEGER data to charaters within the AIE mapping. I am trying to avoid adding a filter to the form to the do the conversion. I looked at the AIE manual but did not see a function to do this. I have perhaps missed something but the only one I could see is the SQL| and the targetSQL| statements... Any thoughts? Many thanks frex ___ 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
Re: Re : AIE 7.1 data conversion - RESOLVED
I faced similar issues with data imports using AIE. To get around limitations of AIE, I create SQL views and perform data manipulation using SQL functions such as convert, dateadd etc. Once the view is created, simply point the AIE job to the view and perform simple field and sql column mappings. Hope this helps. From: Frex Popo frexp...@yahoo.fr To: arslist@ARSLIST.ORG Sent: Mon, October 26, 2009 11:16:13 AM Subject: Re: Re : AIE 7.1 data conversion - RESOLVED ** Good question :) All I did was use funtion|substr which did work but should not have worked, I mean loaded the data but I am still getting warnings, stating data type conflict which I am working on. Thanks --- En date de : Lun 26.10.09, jham36 jha...@gmail.com a écrit : De: jham36 jha...@gmail.com Objet: Re: Re : AIE 7.1 data conversion - RESOLVED À: arslist@ARSLIST.ORG Date: Lundi 26 Octobre 2009, 15h47 What was the solution? On Oct 26, 9:43 am, Frex Popo frexp...@yahoo.fr wrote: Thanks --- En date de : Lun 26.10.09, Frex Popo frexp...@yahoo.fr a écrit : De: Frex Popo frexp...@yahoo.fr Objet: AIE 7.1 data conversion À: arsl...@arslist.org Date: Lundi 26 Octobre 2009, 14h20 Hello everyone, I have a table on a remote database (SQL Server 2005) whose data we are reading to a local form in Remedy. One of the columns in the remote table is of type INTEGER. The target column in the remedy form is of type character. I need to be able to convert the INTEGER data to charaters within the AIE mapping. I am trying to avoid adding a filter to the form to the do the conversion. I looked at the AIE manual but did not see a function to do this. I have perhaps missed something but the only one I could see is the SQL| and the targetSQL| statements... Any thoughts? Many thanks frex ___ 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 _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: Field 112 and ARS 6.3, how does it work?
Alexander, You need to make sure that the Enable Multiple Assign Groups option is selected in the Server Configuration. For 7.x, you can do this via the AR System Administration console - General - Server Information - Configuration tab. For 6.3, you would have to do the same from the Admin tools. File - Server Information. If you do not have this enabled, you cannot set multiple assign groups in this field. Saby From: Joe DeSouza joe_rem...@yahoo.com To: arslist@ARSLIST.ORG Sent: Thursday, October 1, 2009 5:39:10 PM Subject: Re: Field 112 and ARS 6.3, how does it work? ** Alexander, I am pretty sure 112 was enabled for multiple groups since 5.1.2. Have you entered set the groups in the same format that they would set if you selected them from the menu? Joe From: Alexander Straph azstr...@yahoo.com To: arslist@ARSLIST.ORG Sent: Wednesday, September 30, 2009 1:10:54 PM Subject: Field 112 and ARS 6.3, how does it work? Is there any way to include multiple groups on field 112 to restrict access to entries on a system with ARS 6.3? I know 7.0 allowed you to put multiple groups in but I have tried with 6.3 without much success. Thanks. _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: Performance Issues with 7.1 Patch 7
Hi Tim, Not sure what DB you are using. But have you checked for locks at the db level? We had a similar issue and the error we were getting was mis-leading and pointing us to the plugins, when infact it was locks at the db levels for the tables that the plugin was accessing that was slowing/timing out operations. We are running ARS 7.1 P5 with ITSM 7.0.3 Patch 7 (server groups) on a windows server with SQL Server 2005 db on the backend. Saby From: Tim Rondeau timothy.rond...@phaseforward.com To: arslist@ARSLIST.ORG Sent: Friday, October 2, 2009 10:18:34 AM Subject: Re: Performance Issues with 7.1 Patch 7 ** Everyone I don’t think it actually was email. I think the email errors, just because DB was too busy. Anyone have any other issues with the DB with this patch on windows? Thanks Tim From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rodriguez, Rafael J x23718 Sent: Friday, October 02, 2009 9:54 AM To: arslist@ARSLIST.ORG Subject: Re: Performance Issues with 7.1 Patch 7 Email ** Tim as per BMC's recommendation for performance tunning for email engine, please check the following setting in your emaildeamon.properties file and make the neccessary changes. You will experience a HUGE performance boost. Change the following entries in the emaildeamon.properties file from 100 to 200: com.remedy.arsys.emaildaemon.IncomingConnectionRecycleSize=200 com.remedy.arsys.emaildaemon.IncomingMessagesQueueSize=200 com.remedy.arsys.emaildaemon.OutgoingConnectionRecycleSize=200 com.remedy.arsys.emaildaemon.SendEmailSetSize=200 Also change the following line item from true to false which will force email polling to seconds from Minutes. com.remedy.arsys.emaildaemon.MailboxPollingUnitIsMinutes=false From:Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Thursday, October 01, 2009 11:13 PM To: arslist@ARSLIST.ORG Subject: Performance Issues with 7.1 Patch 7 Email ** Running 7.1 patch 7 and noticing slowness which really brings remedy to a hault. The table is T.64 which is AR SYSTEM Email Messages. Anyone have performance issues with this version. Thanks Tim _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. _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
Re: Server-Plugin-Alias
There is a KB for setting server-plugin-alias values. The KB ID is KM-10021221. Below is an extract from the KB +++ The following is a working list of plugins and their corresponding plugin names as they appear in the ar.cfg file. The plugin name can be found in the arplugin.log file. If this log is enabled at the time the Remedy Action Request Server is started or restarted, it will show the name of each plugin that it loads. Note: This list is subject to change. Customers can develop custom plugins and new product releases can also use plugins. In the case of the libcmdbconsolefilterapi20.dll plugin below, the default location is shown. This path may vary depending on where the application was installed. The order of this list of plugin dlls matches the order of the plugin names below. Plugin: arapprove.dll Plugin: WebService.dll Plugin: arealdap.dll Plugin: ardbcldap.dll Plugin: ardbcconf.dll Plugin: FlashboardObject.dll Plugin: ServerAdmin.dll Plugin: reportplugin.dll Plugin: C:\Program Files\AR System Applications\host name\BMC Atrium CMDB\server\bin\libcmdbconsolefilterapi20.dll Plugin: ardbcQuery.dll Plugin: arfcbdata.dll Plugin: caieventcmd.dll Plugin: omfobjiefilapi.dll Plugin: arfslasetup.dll Server-Plugin-Alias: ARSYS.ARDBC.PREVIEW ARSYS.ARDBC.PREVIEW servername:port Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE servername:port Server-Plugin-Alias: AREA AREA servername:port Server-Plugin-Alias: ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP servername:port Server-Plugin-Alias: ARSYS.ARDBC.CONFIGFILE ARSYS.ARDBC.CONFIGFILE servername:port Server-Plugin-Alias: REMEDY.ARDBC.FLASHBOARD.FORM REMEDY.ARDBC.FLASHBOARD.FORM servername:port Server-Plugin-Alias: REMEDY.ARDBC.SERVER.ADMINISTRATION REMEDY.ARDBC.SERVER.ADMINISTRATION servername:port Server-Plugin-Alias: ARSYS.ARDBC.REPORT ARSYS.ARDBC.REPORT servername:port Server-Plugin-Alias: BMC.ARF.CMDBCONSOLE BMC.ARF.CMDBCONSOLE servername:port Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY servername:port Server-Plugin-Alias: REMEDY.ARF.CBDATA REMEDY.ARF.CBDATA servername:port Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI servername:port Server-Plugin-Alias: REMEDY.ARF.OMFOBJIE REMEDY.ARF.OMFOBJIE servername:port Server-Plugin-Alias: REMEDY.ARF.SLASETUP REMEDY.ARF.SLASETUP servername:port +++ Saby --- On Wed, 3/4/09, Heanai seanhea...@hotmail.com wrote: From: Heanai seanhea...@hotmail.com Subject: Re: Server-Plugin-Alias To: arslist@ARSLIST.ORG Date: Wednesday, March 4, 2009, 11:51 PM Lovely Thanks very much Lyle Taylor wrote: If you turn on plugin logging, turn the logging level way up and restart your plugin server process, it will list the names of all the plugins that it loads in the log file. You'll have to dig a bit to find them all, but they should all be there. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Heanai Sent: Wednesday, March 04, 2009 4:26 PM To: arslist@ARSLIST.ORG Subject: Re: Server-Plugin-Alias I have servers configured in a Server Group. I am addin the Server-Plugin-Alias. To do this i need to find all the plugins Name. I would like to know where can i do this? Is it in the user tool? Admin Tool? An example of this would be: Server-Plugin-Alias: Plugin Alias Name Plugin Name HostName:Plugin Port which would be for the two that i have found: Server-Plugin-Alias:ARSYS.ARDBC.CONFIGFILE ARSYS.ARDBC.CONFIGFILE remedyServer: Server-Plugin-Alias:ARSYS.ARDBC.LDAP ARSYS.ARDBC.LDAP remedyServer: So my question is where can i find any more Plugin Names that i might need to configure here. Thanks Joe DeSouza wrote: Both these forms get installed with the ARDBC plugin.. What do you want to do with them? Whats basically your question about them? Joe From: Heanai seanhea...@hotmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, March 4, 2009 5:35:53 PM Subject: Re: Server-Plugin-Alias So i found two in a .def file inthe Plugins Folder: 1. Name:Configuration ARDBC ext-name:ARSYS.ARDBC.CONFIGFILE 2. Name:inetorgperson ext-name:ARSYS.ARDBC.LDAP Is there somewhere else i could find more, maybe in the user tool? I am looking at examples that other people have and they seem to have a lot more than two? Thanks, Joe DeSouza wrote: I think you need to manually input that in the ar.conf file (ar.cfg if your server is a windows server) Joe From: Heanai seanhea...@hotmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, March 4, 2009 4:59:05 PM Subject: Server-Plugin-Alias Hello, Quick
Re: What's wrong with this configuration
Marek, Take a look at the use of field id 1576 on your home page. This is a reserved field which can control what is displayed in the application list field. Depending on the value in this field only a subset of servers and entry points can be displayed on the home page. See the Form and Applications Guide for 7.1 Viewing a subset of entry points on page 269. Saby --- On Fri, 2/20/09, Marek B. mare...@gmail.com wrote: From: Marek B. mare...@gmail.com Subject: Re: What's wrong with this configuration To: arslist@ARSLIST.ORG Date: Friday, February 20, 2009, 11:17 AM Mark, Right, servers have Server-Name variable set to ARS_LoadBalancer. But when I set this as an only option in the midtier I'm getting a ARERR [9388] Authentication failed error while logging via web. And ARERR [9280] Server not present in the configured servers list - ARS1 while trying to display a flashboard from WUT. Something sill is messed up.. 2009/2/20 Mark Gemmell markgemm...@yahoo.com Adding to Fred's comments about IP Names... If I understand your description correctly you have a virtual IP for the AR Server farm called ARS_LoadBalancer with two AR servers in the farm (ARS1 and ARS2 I assume?). The mid tier servers should only know of ARS_LoadBalancer (not the individual AR servers ARS1 and ARS2). These servers should have as their server name (in ar.conf or ar.cfg) ARS_LoadBalancer. I assume you have configured correctly session affinity in the load balancers. Best of luck Mark --- On Thu, 19/2/09, Grooms, Frederick W frederick.w.gro...@xo.com wrote: From: Grooms, Frederick W frederick.w.gro...@xo.com Subject: Re: What's wrong with this configuration To: arslist@ARSLIST.ORG Date: Thursday, 19 February, 2009, 4:36 PM Make sure that each ARS Server knows itself by both the local server name and the load balancer nane In the ar.conf (ar.cfg for Windows) add the other names as additional IP-Name entries. Server-Name: ARS1 IP-Name: ARS1.blabla.net IP-Name: ARS_LoadBalancer IP-Name: ARS_LoadBalancer.blabla.net Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marek B. Sent: Thursday, February 19, 2009 5:47 AM To: arslist@ARSLIST.ORG Subject: What's wrong with this configuration Hi, Our environment consists of 2 ARServers with loadbalancer and 2 MidTiers with a separate loadbalancer. AR Server Setting for MT1 are: one entry for ARS1 and one for ARS_LoadBalancer, MT2 the same respectively. The settings for Preference Server, Data VisualizationModule Server, HomePage Server, Authentication Server are set to ARS1 The problem is if we go to the home page via MT_Loadbalancer all the application links are doubled. One link is for ARS1 and the second for ARS_LoadBalancer. If I remove the ARS_LoadBalancer entry from MT1 the page displays fine, but instead of this we got problem with displaying flashboards when entering via loadbalancer. Static mappings of IP addresses for host names are as follows: host file for ARS1: IP_of_MT1 MT1 IP_of_ARS1ARS_LoadBalancer host file for MT1: IP_of_ARS1ARS_LoadBalancer Please help me figure out what the correct configuration should be to get rid of the annoying behaviour. regards, Marek ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Masking the email address sent from Remedy
In addition you can also change it from the Configuration tab on the Server Information form via the AR System Administration console. --- On Fri, 2/20/09, Mike Worts mike.wo...@arqiva.com wrote: From: Mike Worts mike.wo...@arqiva.com Subject: Re: Masking the email address sent from Remedy To: arslist@ARSLIST.ORG Date: Friday, February 20, 2009, 10:49 AM Hi Frex, You can always change the 'Display Name' and 'Reply To Address' which will mask the email address that Remedy has sent from. This can be changed in the 'Email Mailbox Configuration' form or from a Notify Filter via workflow. Hope this helps, Regards, Mike. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frex Popo Sent: 20 February 2009 10:07 To: arslist@ARSLIST.ORG Subject: Masking the email address sent from Remedy ** Dear all, I have been asked, if posible, to mask the email address sent in the remedy notifications. If you have say myarl...@remedy.world sent in your notifications, to change to something else when it reaches the users inbox. I know this does not make sense, since the exhange server needs to know the real address to be able to deliver the notification. However is there anyway you could do something similar on the echange server side? The other solution is to create a new email account in remedy but I am trying to avoid this since it will involved changes to the workflow etc... Sorry if this is not a remedy question .-) Regards frex __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ This email, its content and any files transmitted with it are for the personal attention of the addressee only, any other usage or access is unauthorised. It may contain information which could be confidential or privileged. If you are not the intended addressee you may not copy, disclose, circulate or use it. If you have received this email in error, please destroy it and notify the sender by email. Any representations or commitments expressed in this email are subject to contract. Although we use reasonable endeavours to virus scan all sent emails, it is the responsibility of the recipient to ensure that they are virus free and we advise you to carry out your own virus check before opening any attachments. We cannot accept liability for any damage sustained as a result of software viruses. We reserve the right to monitor email communications through our networks. Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 2QA United Kingdom Registered in England and Wales number 2487597 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Double-servers in mid-tier application-list
Your right. I thought you meant the mid-tier server. Sorry. What would help is the use of field id 1576 on your home page. This is a reserved field which can control what is displayed in the application list field. Depending on the value in this field only a subset of servers and entry points can be displayed on the home page. See the Form and Applications Guide for 7.1 Viewing a subset of entry points on page 269. I have used this before and it works beautifully. Saby --- On Thu, 2/5/09, Misi Mladoniczky m...@rrr.se wrote: From: Misi Mladoniczky m...@rrr.se Subject: Re: Double-servers in mid-tier application-list To: arslist@ARSLIST.ORG Date: Thursday, February 5, 2009, 11:50 PM Hi, I thought that the web path only points to the mid-tier-server. You can not specify the AR Server there... Best Regards - Misi, RRR AB, http://rrr.se Misi, Could you not simply use the Email Notifications Web Path on the advanced tab of the server information. This would define the base url that is used when email notifications are generated. HTH, Saby --- On Thu, 2/5/09, Misi Mladoniczky m...@rrr.se wrote: From: Misi Mladoniczky m...@rrr.se Subject: Double-servers in mid-tier application-list To: arslist@ARSLIST.ORG Date: Thursday, February 5, 2009, 2:07 PM Hi, My client has a Mid-Tier configured with THREE server aliases for their ONE arserver: xxx123 xxx123.blabla.se arsprod When a user logs in, he sees two sets of application lists for server xxx123 and arsprod. For some fortunate reason, the xxx123.balbla.se name is omitted. The Server Name Alias is set to xxx123. How do you handle this? I have not set up this system, but I would have set the server-name-alias to arsprod, and only registered one arserver in Mid-Tier-Config. The reason we need xxx123.blabla.se in the config is that Email-Notification-Shortcuts to Mid-Tier is automatically set to the fully qualified name xxx123.blabla.se. I have not found a way to configure this though... Personally, I would have tried to use one alias in all instances. Preferrably the arsprod-alias. I would appreciate any feedback. Best Regards - Misi, RRR AB, http://rrr.se/sv/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Double-servers in mid-tier application-list
Misi, Could you not simply use the Email Notifications Web Path on the advanced tab of the server information. This would define the base url that is used when email notifications are generated. HTH, Saby --- On Thu, 2/5/09, Misi Mladoniczky m...@rrr.se wrote: From: Misi Mladoniczky m...@rrr.se Subject: Double-servers in mid-tier application-list To: arslist@ARSLIST.ORG Date: Thursday, February 5, 2009, 2:07 PM Hi, My client has a Mid-Tier configured with THREE server aliases for their ONE arserver: xxx123 xxx123.blabla.se arsprod When a user logs in, he sees two sets of application lists for server xxx123 and arsprod. For some fortunate reason, the xxx123.balbla.se name is omitted. The Server Name Alias is set to xxx123. How do you handle this? I have not set up this system, but I would have set the server-name-alias to arsprod, and only registered one arserver in Mid-Tier-Config. The reason we need xxx123.blabla.se in the config is that Email-Notification-Shortcuts to Mid-Tier is automatically set to the fully qualified name xxx123.blabla.se. I have not found a way to configure this though... Personally, I would have tried to use one alias in all instances. Preferrably the arsprod-alias. I would appreciate any feedback. Best Regards - Misi, RRR AB, http://rrr.se/sv/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Change timezone so all times show in Eastern time
Maybe you could create an entry in the AR System User Preferences form for the users and specify the timezone within the locale tab to show as Eastern time. See the configuring AR System guide for more details. --- On Tue, 9/30/08, Joe DeSouza [EMAIL PROTECTED] wrote: From: Joe DeSouza [EMAIL PROTECTED] Subject: Re: Change timezone so all times show in Eastern time To: arslist@ARSLIST.ORG Date: Tuesday, September 30, 2008, 8:13 PM You will need to virtualize your work environment for that - meaning set your network timeserver to the east coast time or if a timeserver isn't present on your network, set each individual client PC that will connect to the AR Server to the East Coast Regional settings.. Off course the server will need to be set to the East Coast settings too. Joe - Original Message From: SUBSCRIBE arslist Melissa [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, September 30, 2008 10:06:10 AM Subject: Change timezone so all times show in Eastern time ** How can I change the settings on AR Server (7.01) to display all times in Eastern time regardless of where the user is located? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arreload or arcache on ARS 7.1
You can set the ARTCPPort variable for specifying the port. Have you checked if you disabled the running of arcache and arreload utilities on the server configuration? Regards, Saby --- On Wed, 9/24/08, Joe DeSouza [EMAIL PROTECTED] wrote: From: Joe DeSouza [EMAIL PROTECTED] Subject: arreload or arcache on ARS 7.1 To: arslist@ARSLIST.ORG Date: Wednesday, September 24, 2008, 8:21 PM Has anyone used this successfully on a 7.1 server? This is what I get when I try to do a arreload on ARS 7.1 Patch 4 on AIX 5 connecting to a Oracle 10g DB $ arreload -u User -a admin_jdsouza -p ** -f Invalid password or authentication string for an existing user (ARERR 329) localhost The username and password is set correctly (I put in *'s for security up there) I've even tried to blank the password temporarily and run the above but that gave me the same results too.. $ arreload -u User -a admin_jdsouza -p -f Invalid password or authentication string for an existing user (ARERR 329) localhost Has anyone been able to use this successfully? According to 7.1 docs they dropped the -s option for stating the servername, but I did try to use the -s switch too but got the message that its an unknown option -s We are not using the portmapper and I was wondering if that is the issue while running it.. but with the current version there is no option to specify the server name and / or its port. Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SRM - AOT with template
Raido, The template should be applied to the incident when the incident is created. This is done via a filter. If you had your categorizations fields populated on the incident template, then these fields should be populated on the incident form when instantiated. Do you have any fields on the incident filled in via the template? Did you upgrade from a previous version of SRM? There is a bug when an upgrade was done, that the SRD question mappings or template values would not get applied to SRD's created in older versions of SRM. Saby --- On Fri, 9/12/08, Raido Oja [EMAIL PROTECTED] wrote: From: Raido Oja [EMAIL PROTECTED] Subject: Re: SRM - AOT with template To: arslist@ARSLIST.ORG Date: Friday, September 12, 2008, 4:39 PM Thanks, So even if I register that template with the AOT this does not mean that the template will be automatically applied when an Incident is created from a SR ? I thought I could just specify the classification etc. in the template so I don't need to map all the fields. Then what is the point of registering the template with the AOT ? On Fri, Sep 12, 2008 at 3:34 PM, Mahesh Chandra [EMAIL PROTECTED] wrote: ** You also need to map the fields on the SRD. Mahesh On Fri, Sep 12, 2008 at 6:16 AM, Raido Oja [EMAIL PROTECTED] wrote: ** Hi, In SRM 2.2, I have created a service request that uses an AOT with an attached template. However I can't see that the fields preset in the template are being applied on the incident. Should I assume that somethings gone wrong with the install? My understanding was that if I am registering a template with the AOT, it will be applied to the incident in addition to the mapped fields. Can someone confirm that my understanding is correct. Thanks, Raido __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SRM auto-assign
If you look at the request in the Service Requests form, on the assignment tab is the co-ordinator field blank? It should have the co-ordinator group that you specified in the SRD. Also when you submitted the SR, did it create the fulfillment records (Work orders/incident/change) or did it error out? (Check the process section when viewing the submitted request via the details button from the request entry console) --- On Fri, 8/29/08, Drew Shuller [EMAIL PROTECTED] wrote: From: Drew Shuller [EMAIL PROTECTED] Subject: Re: SRM auto-assign To: arslist@ARSLIST.ORG Date: Friday, August 29, 2008, 5:17 PM After changing one of my SRD's to include the Company and the Support Group in the Service Request Coordinator section of the SRD, I'm still not getting anything for a Service Coordinator in the SR itself. Did I miss a step somewhere? Drew -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Sabyson Fernandes Sent: Wednesday, August 27, 2008 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: SRM auto-assign The SRD can be configured with the service request co-ordinator for each request that is published. This is the only capability of auto assignment for the SRM Request that I am aware of. The fulfillment applications (WO, CHG etc..) are configured via the Configure Assignments form and are driven via the operational categorizations. Saby - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 27, 2008 1:47:40 PM Subject: SRM auto-assign Has anyone configured auto-assign for a Service Request, using the Assignment Configuration form? For Order 3 - Operational Categorization, this uses Foundation data. But when I'm creating an SRD, the Navigation Categories are apart from Foundation data. How do you tie a SRD to the Group Assignment record? Drew Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SRM auto-assign
Sounds like it works then. Were you expecting different results? --- On Fri, 8/29/08, Drew Shuller [EMAIL PROTECTED] wrote: From: Drew Shuller [EMAIL PROTECTED] Subject: Re: SRM auto-assign To: arslist@ARSLIST.ORG Date: Friday, August 29, 2008, 5:48 PM Yep, it's got the group in that field. The SR does assign to that group. No errors and the WO was created. Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Migrator in 7.x
Also make sure you use Migrator 7.0 patch 2 or later. The vanilla version used to fail to migrate permissions if you disabled unqualified queries. --- On Thu, 8/28/08, Audrey H Franklin [EMAIL PROTECTED] wrote: From: Audrey H Franklin [EMAIL PROTECTED] Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Date: Thursday, August 28, 2008, 7:01 PM Thank you, I will try that. Audrey - Original Message - From: LJ Longwing [EMAIL PROTECTED] Date: Thursday, August 28, 2008 1:49 pm Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Ensure that each server in the group knows itself by all possible names that it can be referenced as. You can do this with a combination of Server-Name and IP-Name cfg parameters. Any time you reference a server, it checks these parameters to see if 'abc' is 'me' or not...if it's not 'me' then the server hard codes the value into the workflow...if it recognizes it as 'me' then it uses an internal reference to 'current server' of @. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Thursday, August 28, 2008 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x Hi LJ, Thanks for your response. When this approach was taken, migrator hard coded the server-name and not the server group name into the objects. Is there a work around for this? Thanks, Audrey - Original Message - From: LJ Longwing [EMAIL PROTECTED] Date: Thursday, August 28, 2008 12:33 pm Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Server Groups have a single server defined as the 'admin' server...as long as you connect to that server to migrate then you shouldn't have any issue because the other servers should get the re-cache from the admin server -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Thursday, August 28, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x Good Afternoon, Is anyone successfully using Migrator 7.x in a Load Balanced Server group environment? And if so, were there any special configuration tasks required. What are the lessons learned in the process? Your feedback is greatly appreciated. Audrey Franklin ITS-Ecoms New York University [EMAIL PROTECTED] - Original Message - From: strauss [EMAIL PROTECTED] Date: Thursday, August 28, 2008 11:51 am Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG No problem with ITSM 7, either. Migrator is how I move all of my customizations back and forth when applying patches to the ITSM applications, as well as how we deploy new customizations. I have seen excellent performance and no apparent problems with Migrator 7.1.00.002 and 003. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center From: Action Request System discussion list(ARSList) [ Sent: Thursday, August 28, 2008 10:33 AMTo: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x ** Supposedly with ITSM 7.x. -Original Message- From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 28 Aug 2008 11:09 am Subject: Re: Remedy Migrator in 7.x ** Migrator=2 07.1 works just fine on ARS 7.1. I use it all the time. Is this a 7.5 rumor??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center From: Action Request System discussion list(ARSList) [ ] On Behalf Of Kathy MorrisSent: Thursday, August 28, 2008 10:04 AM To: arslist@ARSLIST.ORG Subject: Remedy Migrator in 7.x ** Am I hearing correctly - Remedy Migrator is not supported in 7.x??? What are we supposed to use then to migrate data/code? _ Check out AOL Video to see what's making news today! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _ Check out AOL Video to see what's making news today! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
Re: Remedy Migrator in 7.x
Audrey, I would go with the latest patch of migrator. I know I used patch 002 to resolve the issue with the permissions. Saby --- On Thu, 8/28/08, Audrey H Franklin [EMAIL PROTECTED] wrote: From: Audrey H Franklin [EMAIL PROTECTED] Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Date: Thursday, August 28, 2008, 9:39 PM Sabyson, I plan to use Migrator 7.01 Patch 01. Is that OK? Regards Audrey - Original Message - From: Sabyson Fernandes [EMAIL PROTECTED] Date: Thursday, August 28, 2008 4:20 pm Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Also make sure you use Migrator 7.0 patch 2 or later. The vanilla version used to fail to migrate permissions if you disabled unqualified queries. --- On Thu, 8/28/08, Audrey H Franklin [EMAIL PROTECTED] wrote: From: Audrey H Franklin [EMAIL PROTECTED] Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Date: Thursday, August 28, 2008, 7:01 PM Thank you, I will try that. Audrey - Original Message - From: LJ Longwing [EMAIL PROTECTED] Date: Thursday, August 28, 2008 1:49 pm Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Ensure that each server in the group knows itself by all possible names that it can be referenced as. You can do this with a combination of Server-Name and IP-Name cfg parameters. Any time you reference a server, it checks these parameters to see if 'abc' is 'me' or not...if it's not 'me' then the server hard codes the value into the workflow...if it recognizes it as 'me' then it uses an internal reference to 'current server' of @. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Thursday, August 28, 2008 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x Hi LJ, Thanks for your response. When this approach was taken, migrator hard coded the server-name and not the server group name into the objects. Is there a work around for this? Thanks, Audrey - Original Message - From: LJ Longwing [EMAIL PROTECTED] Date: Thursday, August 28, 2008 12:33 pm Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG Server Groups have a single server defined as the 'admin' server...as long as you connect to that server to migrate then you shouldn't have any issue because the other servers should get the re-cache from the admin server -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Audrey H Franklin Sent: Thursday, August 28, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x Good Afternoon, Is anyone successfully using Migrator 7.x in a Load Balanced Server group environment? And if so, were there any special configuration tasks required. What are the lessons learned in the process? Your feedback is greatly appreciated. Audrey Franklin ITS-Ecoms New York University [EMAIL PROTECTED] - Original Message - From: strauss [EMAIL PROTECTED] Date: Thursday, August 28, 2008 11:51 am Subject: Re: Remedy Migrator in 7.x To: arslist@ARSLIST.ORG No problem with ITSM 7, either. Migrator is how I move all of my customizations back and forth when applying patches to the ITSM applications, as well as how we deploy new customizations. I have seen excellent performance and no apparent problems with Migrator 7.1.00.002 and 003. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center From: Action Request System discussion list(ARSList) [ Sent: Thursday, August 28, 2008 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x ** Supposedly with ITSM 7.x. -Original Message- From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 28 Aug 2008 11:09 am Subject: Re: Remedy Migrator in 7.x ** Migrator=2
Re: URL issue
Also check the Email Notification Web Path setting on the advanced tab of the server information. You may have the right Default Web Path but an incorrect email notification web path. Saby --- On Wed, 8/27/08, jham36 [EMAIL PROTECTED] wrote: From: jham36 [EMAIL PROTECTED] Subject: Re: URL issue To: arslist@ARSLIST.ORG Date: Wednesday, August 27, 2008, 5:05 PM Also make sure that your mid tier is configed to serve all possible names of your remedy server. In the Mid Tier config tool for example you will want to have: servername servername.domainname serveralias serveralias.domainname On Aug 26, 4:53 pm, Joe DeSouza [EMAIL PROTECTED] wrote: You have probably configured the wrong web default URL in the Server Information for your remedy system.. Visit that configuration and check the setting.. Joe - Original Message From: Carmen Callaghan [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Tuesday, August 26, 2008 3:42:50 PM Subject: URL issue ** Hi All The following error is displayed when Remedy is accessed through the mid tier from an email sent. ARERR [9217] File not found. Either the file requested is not present or the URL supplied is bad. How can one make changes to a URL if it’s incorrect? Regards Carmen Callaghan ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SRM auto-assign
The SRD can be configured with the service request co-ordinator for each request that is published. This is the only capability of auto assignment for the SRM Request that I am aware of. The fulfillment applications (WO, CHG etc..) are configured via the Configure Assignments form and are driven via the operational categorizations. Saby - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 27, 2008 1:47:40 PM Subject: SRM auto-assign Has anyone configured auto-assign for a Service Request, using the Assignment Configuration form? For Order 3 - Operational Categorization, this uses Foundation data. But when I'm creating an SRD, the Navigation Categories are apart from Foundation data. How do you tie a SRD to the Group Assignment record? Drew Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SRM auto-assign
I brought this up with BMC support and was told that it was not currently setup/enabled for SRM 2.0/2.1 and was there for future releases. I thought it maybe used for a default/catch all group which do not have service request co-ordinators specified in the SRD. I did not get to test that out. I don't know if the above is still true for SRM 2.2. Saby --- On Wed, 8/27/08, Drew Shuller [EMAIL PROTECTED] wrote: From: Drew Shuller [EMAIL PROTECTED] Subject: Re: SRM auto-assign To: arslist@ARSLIST.ORG Date: Wednesday, August 27, 2008, 8:44 PM Thank you Saby and John. So on the Assignment Configuration form, what is the purpose of the Service Request Assignee event? Drew On Wed, 27 Aug 2008, john rosquist wrote: You do not link the SRD to the assignment rule directly or at least not at the catalog level. The navigational categories relate to how the SRD is published on the Request Entry screen not to how it is auto-assigned. The assignement rule seems to kick in for Work Order assignement after the SRD is instanciated (entered by the user). I see your point about a missing link here. The Work Order (or such) should tie closer to the auto-assignment rule, I would sugest that you look for the relationship there. John Rosquist RightStar Systems - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 27, 2008 1:47:40 PM Subject: SRM auto-assign Has anyone configured auto-assign for a Service Request, using the Assignment Configuration form? For Order 3 - Operational Categorization, this uses Foundation data. But when I'm creating an SRD, the Navigation Categories are apart from Foundation data. How do you tie a SRD to the Group Assignment record? Drew Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Pager Setup
Kevin, I have implemented this by creating an email user that belongs to the group with assignment availability set to No. This user has his email address specified in the CTM:People form as the group email address. Then for the other users in the group I have configured notification preferences that have Group Notifications set to No and Individual notifications set to yes for the module that your working on. This way the email user account gets notified for group notifications and the rest of the group members only get notified for the requests that are assigned to them. The drawback of this is that you have to remember to setup the notification preferences for the group members. It does give you the flexibility to mix and match group notifications i.e. if some group members want to be notified of requests assigned to the groups and if some don't. You could write workflow to automatically do a push to the notification preferences form as and when needed. HTH. Saby --- On Mon, 8/11/08, Begosh, Kevin [EMAIL PROTECTED] wrote: From: Begosh, Kevin [EMAIL PROTECTED] Subject: Re: Pager Setup To: arslist@ARSLIST.ORG Date: Monday, August 11, 2008, 9:28 PM Okay well I think I am making this question out to be harder than I intended. I really do not need paging, I wanted to set up the paging services because I know then you can set a support group to on call and add a email address that the tickets will go to instead of going to everyone in the group, so here goes: What I really need to do is when a ticket is created (incident, problem etc...) to send that ticket to an email address that has been set up for each support group. Out of the box there is a system default that sends emails to everyone in the group. So what I want is to send this email to one email that I can tie to the group. I really do not want to create a profile for everyone group email so that I then can create a user preference to send an email to that group, if I could just configure each group with an email and the tickets go to that. Please help Kevin Begosh -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of jham36 Sent: Wednesday, August 06, 2008 2:54 PM To: arslist@ARSLIST.ORG Subject: Re: Pager Setup What we have done in the past is add a field to the Person form (not sure if ITSM 7.x has this field already) for the pager email address. I would send emails to the pager instead of hooking into another service. James On Aug 6, 11:01 am, Howard Richter [EMAIL PROTECTED] wrote: Kevin, Looks like your trying to do the same thing. I wonder how BMC can call it a customization when the howto is found on page 241 on the ITSM-Config-Guide. However the doc is not very good. hbr On 8/6/08, Begosh, Kevin [EMAIL PROTECTED] wrote: ** I am working on a windows 2003 server and I am just implemented AR Server, ITSM applications etc... I want to set up paging on the system but I talked with BMC and they said that this was a customization and did not provide any help. Has anyone using ARServer 7.x and windows 2003 OS for their AR Server used a external paging services and had it set up and working. I know where you set up the configuration inside of remedy I was just not sure how you set up the paging services on the server AR Server, Windows 2003 SQL 2005, DB ARServer 7.1 patch 3 Kevin Begosh __Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile =http://www.linkedin.com/in/hbr4270 __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Oracle 9i to 10g upgrade issues?
Melissa, On ARS 6.0.3, you still need to connect to the Oracle 10 database using the Oracle 9iR2 client. Check your ar.conf (Unix) or ar.cfg (Windows) for the DB-home directory and point this to the location of where you have the Oracle 9i client installed. Hope this helps. Saby --- Roney Samuel Varghese [EMAIL PROTECTED] wrote: Dear Melissa, I believe you have the mapped the new instances and the directory names. Check the path as Steve has rightly pointed out. Also check the tnsnames.ora file for any incorrect connection strings. Hope this helps. Regards, Roney Samuel Varghese On 4/9/07, Steve Waller [EMAIL PROTECTED] wrote: one the ar config will need to pointed to the correctly installed oracale client on you AR server. Something like this ORACLE_HOME: D:\oracle\product\10.2.0\client_1 PATH: ORACLE_HOME/bin If the client is not properly installed or the Registry is not cleaned of the old client data the system can not connect properly to the database. It will think you are running ora 9i. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of melreed95 Sent: Monday, April 09, 2007 8:42 AM To: arslist@ARSLIST.ORG Subject: Oracle 9i to 10g upgrade issues? We are running ARS 6.3 patch 20 and need to upgrade our database to Oracle 10g from 9i. When you do this, you can't install Oracle on top of the previous version. Now that we have Oracle upgraded, remedy can't find the database. Has anyone had issues with this kind of an upgrade? Apparently Remedy hardcodes Oracle information that we will need to change. Any ideas? Thanks! Melissa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Food fight? Enjoy some healthy debate in the Yahoo! Answers Food Drink QA. http://answers.yahoo.com/dir/?link=listsid=396545367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps...
Joe, The install order is 1. ARS + componenets (email engine, mid-tier, flashboards) 2. Install CMDB (CMDB 2.0.1 Patch 3) 3. Approval Server 4. Assignment engine 5. Install the application licenses 6. Install applications (Problem, Incident, Change, Asset) As for patch levels, ARS 7.0.1 Patch 001. Use the patch installers. There is more information on the ITSM 7 Install guide which you can download from supportweb Make sure you have a few beers to get you through all the waiting for the installs to complete :-) Good luck! Saby --- Joe DeSouza [EMAIL PROTECTED] wrote: Wanted to know what is the latest patch levels you are running at if you are on Windows 2003 and using MS SQL 2005... and have: ARS 7.0.1 Email engine Mid-Tier 7.0.2 BMC Atrium CMDB 2.0.1 Incident Management Problem Management Approval Server Change Management Asset Management SLM Wanted to know the latest patch level that you are running with out any problems if you have the above on: Windows 2003 MS SQL 2005 Also, if I remember right, the order of installation must be as stated above.. Correct me if I am wrong.. Is it necessary to install the Assignment Engine to have the newer versions of the above applications running? If so at what stage?? Joe Don't get soaked. Take a quick peek at the forecast with the Yahoo! Search weather shortcut. http://tools.search.yahoo.com/shortcuts/#loc_weather ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Bored stiff? Loosen up... Download and play hundreds of games for free on Yahoo! Games. http://games.yahoo.com/games/front ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Approval Server - am I asking for too much?
Matt, I have done something similar wherein a Role is used to define a set of individuals (only one has to approve) who need to provide approvals on a request. The tricky part was getting the name of the approver against the signature line created. To do this I had to add a field on the AP:Signature form called 'Approver Group/Individual'. Make sure you use a field id that is not in the reserved range. Add this field to the AP:Detail-Signature and the join form that holds the approval signature lines for your application. You then need to define filters on the AP:Signature form to populate the approvers full name field. The first filter should check if the Approvers field has a match in your user form or LDAP based on the login name as this is what is populated in the 'Approvers' field. If a match is found set the 'Approver Group/Individual' to the full name. If no match found then set this to NULL. The second filter checks if the 'Approver Group/Individual' is null and the 'Original Approvers' field is not null and sets the 'Approver Group/Individual' field with the value of the 'Original Approvers' field. This will set the 'Approver Group/Individual' to the Role name which in this case could be the Change Manager group. This way you have one signature line for the group of individuals that belong to the role. Note that you have to create the relevant roles in the approval server. This works perfectly if you need one signature line for a group of approvers and any one of them can approve the request. I have linked the approval server to a custom app so am not sure if you will have any additional steps involved for Change 7. Good luck! Saby --- Matt Willis [EMAIL PROTECTED] wrote: Hi all, I've been pulling my hair out on this requirement, and haven't come up with any simple solutions. If anyone has done anything similar to this, or has an idea on how I might achieve this, I would appreciate your feedback. We're running version 7 server and apps... The requirement is to create multiple approval signature lines on a change request, one line per approver group, and all at the same approval level (i.e. 0). Groups are pre-determined by such things as: 1 - Change manager group 2 - CI's changed by the change (relationships) - support group managing the CI 3 - CI's impacted by the change (relationships) - support group managing the CI and so on and so on. I've been able to find the support group, and therefore approvers within those support groups, using sql. Just to give you an idea on the sql, here is one example (ignore if you're not interested in this bit): select fr.Login_ID from chg_associations ca, bmc_core_bmc_baseelement be, ast_assetpeople ap, ctm_supportgroupfuncrolelookup fr where ca.Request_ID02 = '$Infrastructure Change ID$' and ca.Association_Type01 = 71000 and ca.Request_ID01 = be.ReconciliationIdentity and ca.Request_ID01 = ap.AssetInstanceId and ap.PeopleGroup_Form_Entry_ID = fr.Support_Group_ID and ap.PersonRole = 39000 and fr.FunctionalRoleAlias = 7000 This works a treat. However, I need each approval rule (i.e. change manager, CI's changed, CI's impacted, etc.) to generate a separate approval signature line. The process definition allows me to set 'If Multiple Approvers' to One must sign or All must sign. If I use One must sign, all approvers from all groups go onto one signature line. If I use All must sign, each individual gets his/her own signature line, i.e. groups are lost. So, is it possible to do the above? Or have we gone beyond the limits of approval server 7? Sorry for taking up so much space, but hopefully you get what we're trying to do. If you have any good ideas, I'd be grateful for them. Regards, Matt Willis ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Bored stiff? Loosen up... Download and play hundreds of games for free on Yahoo! Games. http://games.yahoo.com/games/front ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mid-Tier 7 Upgrade problems
Andrew, Quick question, when you say the page loads, does it take you to the login page? If so, then this is probably an issue with the Admin password specified in the Remedy Admin Tool (Server information - Connection Settings) and the Admin password specified in the Mid-Tier configuration tool (AR Server Settings) being different. The password(s) specified here have to be the same otherwise no matter what credentials you specify on the login page it always throws an error back saying invalid password. Hope this helps. Saby --- Baxter, Andrew [EMAIL PROTECTED] wrote: Everything works fine when launched from the server where Mid-Tier is installed and the WUT still works just fine. Thanks, Andrew Baxter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Saturday, March 17, 2007 9:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier 7 Upgrade problems ** Is the DB up? Sounds like a connection issue. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Baxter, Andrew Sent: Saturday, March 17, 2007 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier 7 Upgrade problems ** Additionally, we are running an almost completely out of the box Help Desk 6. Thanks, Andrew Baxter From: Baxter, Andrew Sent: Saturday, March 17, 2007 7:12 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier 7 Upgrade problems I have been attempting to upgrade my Mid-Tier to version 7.0.1 Patch001 today. This went fine in my test environment. Everything installs, and I can log in, but when I attempt to open Remedy Support link most of the screen loads and then I am prompted for my windows credentials. No matter what I type in it won't accept it and when I cancel I get an error Unable to setup data connection, which is keeping the application from working correctly. (ARERR 9351). Mid-Tier is Windows 2003 R2 using Tomcat, IIS6 and Java SDK 1.5 Update 11. Application is Windows 2003 R2, Version 7.0.1 Patch001. Database is Windows 2003, SP1 with MS SQL 2000, SP4. This is all identical to my test environment which is working fine. Any help is greatly appreciated. Thank you, Andrew Baxter __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are We won't tell. Get more on shows you hate to love (and love to hate): Yahoo! TV's Guilty Pleasures list. http://tv.yahoo.com/collections/265 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Table Qualification Errors
Lisa, This is really strange. Can you send a def file of the SHR:Survey form please. It may help us to spot something. Also if you can create a display only form with the same table as what you have on the console for viewing surveys it would help. Saby --- Estrella, Lisa [EMAIL PROTECTED] wrote: Hi Saby, I removed all the permissions from SHR:Survey field 1 except for public, then I cleared my cache and tried everything again. It still is looking for field ID 4... Frustrating... Thanks, Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sabyson Fernandes Sent: Friday, September 08, 2006 3:31 PM To: arslist@ARSLIST.ORG Subject: Re: Table Qualification Errors Lisa, Sure you have done this, but just wanted to be sure that the public permissions are set on the SHR:Survey form. If this is the case, can you try clearing out the cache files on your desktop and see if that helps. When clearing out the cache files make sure you close all instances of the user tool. If you have public view permissions on the request id field, then the server ignores any other permissions on the field. The Request ID is a system maintained/generated field, so nobody need have write permissions on this field. Try clearing out the cache files, it maybe that the local cache was not updated when you made the changes to the form and tested these out. Let me know how you get along. Regards, Saby --- Estrella, Lisa [EMAIL PROTECTED] wrote: Hi Saby, I tried giving public change permissions and it still queried the field ID 4 (Assignee). I also tried taking the assignee permission completely out and left public in there. It still queried field ID 4 Thanks, Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sabyson Fernandes Sent: Friday, September 08, 2006 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Table Qualification Errors Lisa, The T275.C4 is from the permission on the Request Id (field id 1) on the SHR:Survey form. From one of your previous emails you said you have Assignee with change permissions set on the request id. When you set the permission on the Request ID with Assignee and not public, the AR Server includes the 'Assigned To' field as part of the query. When you run the query as an Administrator user, they have rights to all requests so the AR Server does not add the Assigned To field to the query issued to the database and you see all records in the form. If you reset the permissions to the request id field to public on the SHR:Survey form and re-run the query you will see that the query issued for a non-admin user is the same as for an admin user. Hope this helps. Kind regards, Saby --- Estrella, Lisa [EMAIL PROTECTED] wrote: Hi, I am trying to troubleshoot a problem I am having with a table qualification. I want the table to list the customer satisfaction surveys that have been responded to. I added this qualification to the table properties so that I could filter the list: ( '7' = Responded) AND (($ USER $ = 'Assignee_Manager_Login') OR (($ GROUPS $ LIKE (( % + 'Assigned Group') + % Here's the problem: When I am logged in with admin rights, the surveys are listed. But, if I am logged in as a normal user (management role) then the surveys won't show (I have made sure that there is at least one survey that should be showing based on the criteria above). When I ran the SQL log, I found that when I am logged in as admin then it is using the correct query: */SELECT T275.C1,T275.C1,C23007,C23008,C536870920,C536870921,C6,C6,C23000 0007 FROM T275 WHERE ((T275.C7 = 1) AND ((N'Administrator Approval Admin APP-Administrator Problem Management Remedy Support' LIKE ((N'%' + T275.C536870920) + N'%')) OR (T275.C536870922 = N'remdev'))) But, when I am logged in as the manager then it adds an additional field to the query (T275.C4): */SELECT T275.C1,C2,C4,T275.C1,C23007,C23008,C536870920,C536870921,C6,C6, C23007 FROM T275 WHERE ((T275.C4 = N'lestrell') AND ((T275.C7 = 1) AND ((N'Approval Admin APP-Support APP-Management Remedy Support Web/Intranet' LIKE ((N'%' + T275.C536870920) + N'%')) OR (T275.C536870922 = N'lestrell' Has any one else ever experienced this? Any help/advise would be === message truncated === __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com
Re: Why oh why oh why won't this work.....
Stephen, Here is something from a previous implementation You will require a temporary character field on the form 1, 3 active links and an active link guide. The first active link (exec order 0) will be used to set the temporary character field with the qualification 'field' = $\NULL$. The set fields action will look like '+$Column_from_table$+' + = $\NULL$. You could expand your form 2 to hold the qualification/conditions if needed. This way it will always be a data change if you are turning the field to optional at a later time. The second active link (Exec order 5) will have a Run If qualification of EXTERNAL(temporary character field). The Run If Action can throw the error message. You can use the Column in the message to indicate which individual field needs to be populated. Create an active link guide which calls these 2 active links. The third active link is to call the guide on submit or modify. Make sure you select the table loop and the table field that holds all the field names. If you are using an older version o fARS, then you need to write the workflow for walking the table field. If you are on ARS 6.x or higher, you can of course use filters with server side table fields if you prefer. Let me know if you need any clarifications. Regards, Saby --- Stephen Earl [EMAIL PROTECTED] wrote: I have 2 forms data form and form containing a list of required fields for the data form, lets call the form 1 (data) and form 2 (required fields) Form 2 contains 2 fields 'form name' and 'field name' on form 1 we have a table field containing 2 columns from form 2 showing records where form name equals the form name of form 1 What I want to achieve is an AL guide that runs across the table and checks the field name listed in the table and tests for it being NULL however it appears there isn't a way with remedy workflow to achieve this 'simple' operation. so basically what I have is a field name in another field and I want to test if that field's content is null or not, should be simple appears it isn't unless I'm missing something REALLY obvious All help and suggestions welcomed :-) Stephen ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: RemMail
Julie, I recently did something similar which involved updates to existing tickets based on a free form email received by the email engine. Some things to be aware of - Make sure the source and destination fields match. If not the transaction is rolled back and you have lost the email. - If your doing any validation on the inbound email, then do not use a Error Message in the filter action. Instead what I did was set a field with the error and set the status to error. - If you are allowing attachments, you can extract the attachments from the AR System Email Attachments, but make sure you get the Unique identifiers for the AR System Email Messages, AR System Email Associations and AR System Email Attachments form. - Lastly, I have found it useful to use a intermediate form between the email engine and the destination form. This form can be used to validate, massage data and populate any mapping fields if needed. Filters in filter guides are really powerful in helping with the data parsing if needed. Hope this helps. Let me know if you need any further details. Regards, Saby --- Julie Rockwood [EMAIL PROTECTED] wrote: Jamie, I am in the same position you are in. My current plan is to create some filters that will populate the RemMail INBOUND form from the ARS Email Message and the RemMail EMAILMAPPINGS forms whenever there is a new incoming ARS Email Message. Then we should be able to continue to use all of our old work flow. Does anybody have any comments on the feasibility of this. Has anybody out there already done anything similar? Any suggestions? Let's keep in touch off list so that we can share ideas and pitfalls. Julie At 11:16 AM 8/17/2006, you wrote: Ok, I'm going to throw this one out there and see what comes back =) We are in the midst of our project to upgrade from 5.0 to 6.3. We've just setup the testbox and are getting ready to setup the midtier. However, in Production, wee currently use RemMail to process incoming email into remedy tickets. All our apps are in-house developed. RemMail is gone (as far as I've been able to tell). So, has anyone replaced RemMail functionality with regular Remedy functionality? Is it the Remedy email engine? Thanks! Jamie Blodgett Rinker Materials CONFIDENTIALITY: The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Putting a Character Field into an Attachment Field
Roy, I am not on a windows server so have not tested this on, but have done this on unix. The tricky part is you want only the text entered as part of the update rather than whats already been saved (if this is a SET operation). Not sure how you would just take the transaction value unless you saved whatever the user types into a seperate field and appended to the Long char field later. For creating the file you could try using the simple redirect operators in DOS such as echo Hello c:\temp\temp.txt in a run process action of a filter with a low exec order. Make sure you disable filter phase using the `! at the end of the filter name. This would look like echo $fieldname$ file-name I am assuming that DOS will create the file if it doesn't already exist without throwing an error. Then have a second filter that runs at exec order 999 which does a Run Process with the PERFORM-ACTION-ADD-ATTACHMENT field-id file-name. (You already know what the file name and path is.) I have done this on UNIX and have not had any issues with this approach. Hope Windows is as giving as UNIX is :-) Regards, Saby Original Message: - From: Ashcraft, Roy W. [EMAIL PROTECTED] Date: Wed, 16 Aug 2006 12:34:14 -0700 To: arslist@ARSLIST.ORG Subject: Putting a Character Field into an Attachment Field Racking my brain here, fruitless, I know. On submit/modify of a record, I need to take the contents of a long character field on the current record (transactional value) and place them into an attachment field as a text file, in filter actions, preferably. In active links, using the Open Window action, you can report to file, however, this will generate a report of the db values of the field, not the current transactional values. Will this require an external script, or is there something that can be done with Remedy workflow to accomplish this? Server is Win2k3, ARS v6.3 patch 17. Database is SQL 2k SP4. Any ideas would be appreciated. Thanks, Roy Roy Ashcraft Systems Analyst SAIC [EMAIL PROTECTED] (402) 293-5218 ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org mail2web - Check your email from the web at http://mail2web.com/ . ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Deleted Groups
Kathy, There should be a Group.arx file on the server in the AR System install directory. This is the file that is used by the ar system install script to import the default groups such as Administrator, Customize etc. Once you locate the file, you can use the import tool to restore the system groups. One thing to keep in mind is to ensure you set the proper preferences on the import tool on the 'Duplicate Entry' tab. Kind regards, Saby Remedy Consultant --- Joe DeSouza [EMAIL PROTECTED] wrote: Kathy, I would try restoring the T and H tables that belong to the group form and the group_cache and restart the AR Server after these restores... Also before restarting the AR Server after the restore of the T table beloinging to the Group form, I would reset the nextid column in the arschema so that I would not receive a 'unique index violated' error while creating new groups in the future... Good luck... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: Kathy Morris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, July 26, 2006 3:20:36 PM Subject: Re: Deleted Groups ** The admin imported duplicates so I deleted the ones such as the customize group. There were some labeled modify 6 for like the customize group. Instead of 0006. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Deleted Groups
QUICK CORRECTION! arcache will work as it writes straight to the DB tables. so try using that and restart the server as long as your group_cache table and the group form exists and the group form has the relevant schema id. arreload will not work as it goes through the api. Its been a long day! --- Sabyson Fernandes [EMAIL PROTECTED] wrote: Kathy, Does the AR System server come up or does it report anything in the arerror.log? Take a look at the arerror.log file and it may give some indication on what is going on. In your email you have not specified if you managed to sucessfully import the Group form from a def file. I'm not sure how sucessful this will be as I remember in past releases the Group form had to have a specific id in the arschema table. I think this was 10 (not sure what release you are running or if that is still the case). If the AR Server is failing to start the arreload/arcache is not going to help as they connect through the Remedy api and requires the server to be running. In this case, your best and probably only option maybe to restore the DB from a backup and try restarting the server or re-installing the server with the DB upgrade option. If the ar server is running, then you may not be allowing arcache and arreload. Check this in your admin tool under server preferences - advanced tab. You can also check this directly in the ar.conf/ar.cfg file and set appropriately. Also do you have specific ports you use or the default register with portmapper? If you do not use portmapper then you have to set the ARTCPPORT variable for arcache to work. If you change the entries in the ar.conf/ar.cfg file you need to run arsignal -c server name so the server reads the config file. Once this is done you can then run arcache utility to create entries in the group_cache table and user_cache table Group cache entry: ./arcache -Ga -e001 -i 1 -t 2 -n Administrator -s server name -d User cache entry: ./arcache -Ua -e99 -n tempuser -p -g1; -lw 1 -s -d Now attempt to login to the Admin tool and if succesful, check if the group form exists. If it does then login to the import tool using the tempuser account just created and import the Group.arx file to restore the default groups (available on the server install directory). Login to the user tool and create an admin user. Hope this helps. Regards, Saby --- Kathy Morris [EMAIL PROTECTED] wrote: I tried arreload, arcache. Then I deleted the group form, and tried to import a clean version of the group form with new data. The system basically hangs. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: v7 Compatability Matrix - Version 7 Released
Version 7 has been released. It's in the Whats Hot section on supportweb.remedy.com and also available for download from upgrade central. So far I have seen version 7 ARS and Migrator. I'm busy with the download now ;- Saby --- Michael Worts [EMAIL PROTECTED] wrote: Anyone else seen that the v7 compatability matrix is out. http://supportweb.remedy.com/Rem/IssuesAndSolutions/CompatibilityMatrix/AR_System_7_0_Compatibility-Matrix_v1_0.htm Although it does say that v5.1.2 is still supported. Is that because v7 has not been officially release yet? Mike. Michael Worts Remedy Specialist IGS, Business Consulting Services ITIL Service Manager Certified Tel: +44 (0)1483 875273 Mob: +44 (0)7801 755346 Internet: [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
