Suite 7.6.04 Service Pack 2 Upgrade Procedures and Guidelines

[Sanford, Claire]

Am I missing something?  Is there a simple document that lists the steps 
require to upgrade from the 7.6.04 SP1 to SP2 version?


BMC Remedy IT Service Management
Suite 7.6.04 Service Pack 2 Upgrade
Procedures and Guidelines
White Paper

Ok, I'm reading this to see how complicated it will be to upgrade from SP1 to 
SP 2.

The document mentions all kinds of version that have nothing to do with SP1.

In their "Staging Server Setup" chart/table document they have: (p20)

"This may require multiple downloads per product. For example, to upgrade to 
BMC Remedy
ITSM Suite 7.03 Patch 009, you also need to download 7.03, 7.03 Patch 007, and 
7.03 Patch 009.
Version and product information can be found in the Shared Application 
Properties form."


What does this have to do with Upgrading ITSM 7.6.04 SP1 to SP2??? Or even 
7.6.04 to SP2

Do I really need a staging server that is the same quality as my prod server?  
Wasn't the "new and improved" version supposed to make upgrades easier?

In table C-1 " Table C-1: System objects that may be overwritten during an 
upgrade" it does not list any of the ITSM application specific definitions.  
Does that mean they are "safe"?

The more I work with this the more I dislike it.  I miss the good old days when 
I could just replace the arserver.exe file and the .dll files and my patch was 
done!




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ITSM Group name = 1000000022

[Sanford, Claire]

Somehow when the consultants loaded the groups from my spreadsheets, they were 
all given a number instead of a group name.

They have the group number in the Group ID field and the Group ID in the Group 
Name field.  The Long Group Name has the full name along with the menu choice 
-->  MH->Technical->Desktop Solutions

Will it break anything if I change the  100022 in the Group Name to 
"Desktop Solutions"?It looks like all of the vendors are in there the same 
way as well.  Is this a mistake?  Should they display the name?

Claire

ITSM 7.6.04 sp1

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ITSM - 7.6.04 - Email Templates

[Sanford, Claire]

I have a team here that likes to create their own "things" and then have them 
send an email to Remedy to create a ticket.

In the 6.3 world it was easy.  Just send an email to the HPD:HelpDesk or 
CHG:Change form and it will create the ticket using an email template.

Can I do the same thing in the 7.6.04 world or do I have to send it to one of 
the "create" forms... for example:  WOI:WorkOrderInterface_Create 

Thank you all for your answers!  I am swimming upstream on this!   Thank 
goodness for the life vest that is the ARSList.

Claire

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7.6.04Asset Management - CI Unique Identifier

[Sanford, Claire]

In the manual it gives steps for creating an Asset Record.  #4 says type a 
unique alpha numeric value for the CI.
In ITSM 764, it let me create a record for a computer that had the same CI ID 
and the same Serial Number and the same CI Name.  They were identical asset 
records on creation.

Any ideas why this is happening?  Do I need to add custom workflow that makes 
sure the CI ID is unique and the Serial # is unique?

"Chapter 3 Working with configuration items p75"

To create a Computer System CI
1 In the navigation pane of the Asset Management console, choose Functions =>
Manage CIs.
2 In the Select a CI Type dialog box, choose System => Computer System, and
click Create.
At the top of the Computer System form, specify general information. Bold field
names indicate required fields. You must specify information into these fields
before you can save the CI.
3 In the CI Name field, specify a name for the CI.
When creating a CI name, follow a consistent naming convention. According to
IT Infrastructure Library (ITIL) guidelines, identifiers should be short but
meaningful, and for hardware, not based on supplier device names. For example,
the name might include an indicator of the item's function followed by a numeric
code, such as MONITOR100.
4 In the CI ID field, type a unique alphanumeric value for the CI.

Thank you!
Claire

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Re: Vertical Navigation Field

[Sanford, Claire]

Did you clear the cache?  I have found that if I have viewed a form and not 
cleared the cache, I don’t see the changes.

Claire “super novice once again” Sanford

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 27, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Vertical Navigation Field

**
Ok….so I’m finally getting around to using my first vertical navigation field.  
I’m taking tons of buttons that exist on a form and I added all of them to the 
navigation field, created the Menus….found that I needed to save the form, exit 
out, and come back in before I could see my buttons in the navigation 
editor…moved everything where I wanted, it all looks good in the user tool, but 
when I go to my Mid-Tier I can see the field, and I can see the menus, but none 
of the buttons are there.  When I click on the toggle, it toggles…but nothing 
shows up.  I have checked and re-checked permissions (even though I’m logged in 
as an Admin) and everything is setup properly, but nothing is being made 
visible.  I have compared my vertical navigation field to the one on the Admin 
Console and it all looks the same…I need help from someone else who has done 
this before

ARS/MidTier – 7.6.4 SP1
SQL Server 2008
Tomcat 6.0.20
Windows 2003

TIA
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Re: SRM - Colors & 'Branding'?

[Sanford, Claire]

John,

As much as some of us would LOVE to use your solutions, we can't.  It is all a 
matter of $.   We know our options and can't avail ourselves of them.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, October 28, 2011 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Colors & 'Branding'?

**


Quick -- before you launch -- know your options...


demo.kineticdata.com (Kinetic Request -- showing 3 
different interfaces -- designed to do what you want out of the box)

Check out:
http://www.kineticdata.com/Products/KineticRequest/index.html

And the best thing (OK - one of the best things) is after you tweak Kinetic to 
have the look/feel you want -- you can actually upgrade it too.
(Try that with your other options)



-John


On Oct 28, 2011, at 9:34 AM, David Burdette wrote:

**
We're near launch of a new Remedy system. We plan to use the SRM 
("ServiceRequestConsole/enduser") as the 'front door' for all our tickets.

We'd like to be able to do some tweaks on it, to 're-brand' it to look more 
like our other web pages. This would involve such things as logo, colors, 
banner, & footer.

We've asked around and been told the only thing that can be changed is the 
logo-graphic (top-left corner). I just find it difficult to believe that other 
companies aren't doing more in the way of custom 'skins' for the SRM 
user-interface.

Does anyone have any suggestions they can offer regarding how we might 
accomplish this?

Regards,
-dpb-

David Burdette; Assistant Director, Computing Infrastructure Services
University of Florida; Computing and Networking Services
www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440


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--
John Sundberg
Save the Date! First Annual KEG - Kinetic Enthusiasts Group
Feb. 29th - Mar. 2nd 2012 in Denver CO

For more information click here - 
KEG

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award
john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com









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Re: load balancer ars health check

[Sanford, Claire]

When I run this I get a reply that says  “200_OK”  is this what I am supposed 
to see?



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, October 31, 2011 12:18 AM
To: arslist@ARSLIST.ORG
Subject: load balancer ars health check

** Just curious to see what are the different health check mechanisms being 
used for ARS in a load balanced env in different companies.
We are using F5 and we have load balancing for Midtiers and also for ARS.
For midtiers our health check was to monitor http://webserver:port/arsys/home 
url. And no issues with this.
For ARS we are using tcp monitor on the ARS tcp port.
However recently we are seeing on ars side that the ars tcp port is responding 
fine but the arserver itself is hung, so the load balancer is detecting as if 
the ARS is up and running but users end up getting timeouts during login.
So how are you avoiding this situation in your organization?


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ITSM 7.6.04 - Images

[Sanford, Claire]

Is there a list anywhere that shows the location of the BMC Logos in the 
application?  I need to change their logo in some places to our logo and when I 
look at the source document it says the images are in a folder called 
"imagepool" but there is no folder by that name on ANY of my servers.  I have 
found several, but not all of them.  I specifically want the ones that are on 
the header of the Work Order, HPD:HelpDesk and the over view consoles.  I may 
have just answered my own question, but will have to look further.  So if you 
have the answer, I would love to hear it!

Thank you!
Claire "so tired of being a newbie again" Sanford

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ITSM 7.6.04 - Remove an overlay

[Sanford, Claire]

Does anyone have any step by step instructions for removing an overlay?

I have looked through the manuals.  Tried "help", tried the BMC KB and the 
communities... but there are no clear instructions.
I need to remove an overlay on a form and can't seem to find out how to do it.  
I have asked support and am waiting... anyone???


Claire

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ITSM 7.6.04 - SHR:Location

[Sanford, Claire]

I have a team that has in the past accessed Remedy's back end to get the 
Region/Site/Dept location information to make sure their app had the same 
information in it that we use in Remedy.  Is there a form in the new ITSM 
package hiding out there somewhere that has the Region/Sitegroup/Site 
information all in one searchable place?

Claire "I know the back end of 6.3 with my eyes closed" Sanford

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ITSM 7.6.4 Email Templates

[Sanford, Claire]

Anyone have any good suggestions for creating an email template for the Work 
Order in ITSM 7.6.04

When I export the email template it gives me a lot of blank fields (I 
understand what they are) and it gives me several fields that are duplicated 
and it doesn't give me some of the necessary fields. 

Should I just create my own template that has the fields I know are needed to 
create a WO?

Claire "have I asked this already?" Sanford

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Re: Map invite for ARS

[Sanford, Claire]

How do I add my location to the map?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, November 08, 2011 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Fun: Map invite for ARS

**

I've shared a map with you called ARS Locations:

You can view and edit this map at

http://maps.google.com/maps/ms?ie=UTF8&hl=en&oe=UTF8&msa=0&msid=200221395581023988742.0004b13c0a2dd8fb0f21a





-John





--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com
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Re: BMC's Future on the horizon.. IMHO

[Sanford, Claire]

Where do I go to turn this off?

5)   Go to the System config settings and set the option that turns off the 
use of Flash for these
three capabilities – you will not get rounded corners, vertical text, or 
gradient colors but you will
not loose any other functionality or capability within the system.  It is a 
cosmetic affect

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, November 11, 2011 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Future on the horizon.. IMHO

And of course you're making the assumption we have control over the items in 
your workaround.  Quite often we don't.

- Original Message -
From: "Doug Mueller" 
To: arslist@ARSLIST.ORG
Sent: Friday, November 11, 2011 1:53:35 PM
Subject: Re: BMC's Future on the horizon.. IMHO

**


Everyone,



What Chris describes here is a new discovery that is unique to IE9 where 
something has changed in

the IE implementation.  As part of the model that BMC uses for the AR System, 
we support the

specified versions of products "or later".  In this case, IE9 was not available 
when the current version

was released (7.6.04 was released in January 2011 and IE9 in March 2011).



The product is fully functional with IE9.  However, we have discovered an 
interaction issue that causes

a performance problem with IE9.  We are working with both Microsoft and Adobe 
on this issue to see

if can be resolved.  In addition, some redesign of the approach has mostly 
eliminated the problem from

the next major release (but that strategy cannot be backported to the current 
release).



So, enough of the overall philosophy, let's look at this situation.



There are a number of UI features that we added in recent releases.  Some of 
them were not supported

on specific browsers so we had to find alternatives for supporting the 
capability.  Specifically, there are

three features: rounded corners, gradient colors, and vertical text.  These 
three capabilities could not

be supported in IE natively because the capability was not present.  To allow 
these capabilities, we

incorporated the use of Flash for IE.  All of the other browsers – Safari, 
Firefox, and even the other

used but unsupported browsers like Chrome – have the necessary support.  So, 
the workaround was

used only for IE environments.



Everything works fine for IE6, IE7, and IE8 but with IE9, something has changed 
so that there is now a

performance cost for the workaround.   This is what we are working to find out 
what the issue is with

the other vendors.



Now, there are several options:



1)   The performance issues is not really affecting you so do nothing

2)   Use a browser other than IE

3)   Use a version of IE before IE9  (for example, use IE8)

4)   Use FlashPlayer 10.2 or earlier (the problem has been isolated to the 
combination of IE9 using
FlashPlayer 10.3, or later unless a fix is added later)

5)   Go to the System config settings and set the option that turns off the 
use of Flash for these
three capabilities – you will not get rounded corners, vertical text, or 
gradient colors but you will
not loose any other functionality or capability within the system.  It is a 
cosmetic affect







So, in summary….



This may affect you ONLY IF you



n   Run IE9 as your browser

n   Use FlashPlayer 10.3 or later

n   Leave the system config setting to use Flash for these features turned on 
(the default)



Otherwise, this issue does not have any affect on your system.  And, it will 
affect only users that have

this combination as their client – other users on the same system without this 
combination will not

be affected.



There are several options (which may or may not be possible in your 
environment) to eliminate the

problem immediately.



BMC is continuing to work with the vendors on this problem to see we can find 
out why the problem

suddenly showed up with this combination of technology and to see if we can 
eliminate the issue from

future releases with alternate designs or approaches.





I hope this explanation has been helpful both for this specific issue and to 
show a case in action of the

"or later" support strategy.



Doug Mueller




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Wednesday, November 09, 2011 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC's Future on the horizon.. IMHO



**

We can hope; the dialog performance problems that we have been experiencing on 
production with ITSM 7.6.04.01 Incidents in IE9 have now been tracked down 
specifically to flash, and confirmed in my testing.



Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, November

RANT - any experience or suggestions regarding improving performance of web client experience

[Sanford, Claire]

Ok, I may be a bit cranky since I am working a ton of hours these days... but 
this reply was pretty useless.  I understand your desire to point people to the 
BMC Communities... but to include a link that requires them to log into the 
site and then throws up a red flag... is irritating.  Either answer the 
question or don't.

"This area of the BMC Communities is visible only to registered, logged in 
users. If you are logged in when you receive this message, then you might not 
have sufficient access privileges to view the requested page. Please contact 
us if you need further 
assistance. "

I have a sign on.  I was signed in and it gives me this message.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: Monday, November 21, 2011 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: any experience or suggestions regarding improving performance of 
web client experience

** Hi.

This online doc includes 
a couple of resources.
Haven't look at details yet.

Thanks, Matt
On Mon, Nov 21, 2011 at 4:36 PM, Jeff Jackson 
mailto:jeffery.e.jack...@jci.com>> wrote:
We are working on performance and tuning of our ITSM 7.6.03 implementation and 
am wondering if someone could point me in the right direction for the BMC bench 
mark document mentioned above. I have checked their knowledge base as well as 
the documentation for ITSM 7.6.03 and do not see it available for download. We 
would love to have this document to compare our system against.

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--

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me at @Matt_L
Skype: matt.laurenceau

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ARS 7.6.04 Field Push Issue

[Sanford, Claire]

The deeper I get into this the more I absolutely hate the people who totally 
messed up the back end of the ITSM package.

In the beginning it was a little messy.  3 different programmers doing the 
three different major forms.  People complained.
Kelly got it fixed.  Field IDs matched, Field Names matched.  
NOW we have gone so far back it is insane.

One field on one form has one name and ID and the same field on another form 
that should server the same purpose has a different name and a different ID or 
has the same name and a different ID.  OR has the same ID and a freaking "z" 
name.

Who in their right mind creates a form that has "description" or "notes" as a 
field name 3 or 4 different places on the form

Summary, Detailed Summary, Detailed Description, Description all the same 
field?  

Someone please help me!  

I need to push what was the "work Log" entry to an outside form.  I can't find 
the right back end form to make it happen.  Sometimes it work, sometimes it 
doesn't.

I need to do this on the WOI:Work Order and the HPD:Help Desk

AND what is it with the spaces in the field names???

Happy Black Friday!  My office is across the street from a major mall... talk 
about hell!

Claire

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Re: ARS 7.6.04 Field Push Issue

[Sanford, Claire]

I know they are pushed there.  What I need to push it isn't pushing.

I need the "work log entry" whatever it is and the "time spent" entry.  Which 
is now called "effort time spent".  We have some teams here that report on a 
very granular basis.

So, if you are on an Incident form and put an entry in the "Notes" field on the 
"Work Detail" tab, where does that entry get pushed?  How does it get pushed?  
I have looked at the active links and the filters.I created several and 
they work sometimes and sometimes they don't.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, November 25, 2011 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 Field Push Issue

**

Work Log entries are already pushed to a separate form, Claire.  It is called 
HPD:WorkLog.

But I agree with you about the field names.   Distributed Development has its 
drawbacks.

Rick
On Nov 25, 2011 10:08 AM, "Sanford, Claire" 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
The deeper I get into this the more I absolutely hate the people who totally 
messed up the back end of the ITSM package.

In the beginning it was a little messy.  3 different programmers doing the 
three different major forms.  People complained.
Kelly got it fixed.  Field IDs matched, Field Names matched.
NOW we have gone so far back it is insane.

One field on one form has one name and ID and the same field on another form 
that should server the same purpose has a different name and a different ID or 
has the same name and a different ID.  OR has the same ID and a freaking "z" 
name.

Who in their right mind creates a form that has "description" or "notes" as a 
field name 3 or 4 different places on the form

Summary, Detailed Summary, Detailed Description, Description all the same 
field?

Someone please help me!

I need to push what was the "work Log" entry to an outside form.  I can't find 
the right back end form to make it happen.  Sometimes it work, sometimes it 
doesn't.

I need to do this on the WOI:Work Order and the HPD:Help Desk

AND what is it with the spaces in the field names???

Happy Black Friday!  My office is across the street from a major mall... talk 
about hell!

Claire




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ITSM 7.6.04 - SRM/Work Orders

[Sanford, Claire]

How do I set it up so that a Work Order does not require a Work Order Manager 
on submission?  We have several automated systems that great a service request 
or work order and they do not start out having a Work Order Manager associated 
with it.

"Sat Dec 03 16:03:43 2011  390603 :  : No work order manager group could be 
found. Manually select a group from the menus. If no group with an individual 
in the functional role of work order manager is defined, notify your System 
Administrator. (ARERR 1440853)"

Can I just disable that workflow?


Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
System Services Tower North - 2:105 
920 Frostwood, Houston, TX 77024 
Phone: 713 338 6035 
claire.sanf...@memorialhermann.org 

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Re: ITSM 7.6.04 - SRM/Work Orders

[Sanford, Claire]

Our problem is that some of these requests will not have any one person 
assigned to them for a few days.  Several people may look at it and decide 
where it really goes before it goes to a specific person in the group.

We would like to just leave it blank.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Monday, December 05, 2011 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - SRM/Work Orders

**
You can also use Assignment Rules to set a Work Order Manager.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Monday, December 05, 2011 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - SRM/Work Orders

** you can set every SRM to go to the same default: with a template
On Mon, Dec 5, 2011 at 10:54 AM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
How do I set it up so that a Work Order does not require a Work Order Manager 
on submission?  We have several automated systems that great a service request 
or work order and they do not start out having a Work Order Manager associated 
with it.

"Sat Dec 03 16:03:43 2011  390603 :  : No work order manager group could be 
found. Manually select a group from the menus. If no group with an individual 
in the functional role of work order manager is defined, notify your System 
Administrator. (ARERR 1440853)"

Can I just disable that workflow?


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
System Services Tower North - 2:105
920 Frostwood, Houston, TX 77024
Phone: 713 338 6035
claire.sanf...@memorialhermann.org<mailto:claire.sanf...@memorialhermann.org>

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ITSM 7.6.4 patch 1 Oracle Error on search

[Sanford, Claire]

Has anyone had this error happen to them before?  If so, what did you do to 
resolve it?  My DBA doesn't know and the BMC tech people I have asked so far 
tell me it is an Oracle issue and MY DBA needs to fix it.  This happens when I 
click on something in a console to open it.


ORA-03127 no new operations allowed until the active operation ends

Cause: An attempt was made to execute a new operation before the active
non-blocking operation completed or a new operation was attempted before all
the pieces of a column were inserted or fetched.

Action: Execute the new operation after the non-blocking operation completes.

If piecewise binds/defines were done, execute the new operation after all the
pieces have been inserted or fetched.


ITSM 7.6.4
Oracle 11r2  (or is it 11g2)

Claire "I can't take much more of this" Sanford

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Re: ITSM 7.6.4 patch 1 Oracle Error on search

[Sanford, Claire]

Oracle Database is 11.2.0.2 with latest October patchset - PSU4
64 bit

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, December 07, 2011 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 patch 1 Oracle Error on search

What version of the Oracle Client do you have on your app servers?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, December 07, 2011 5:17 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 patch 1 Oracle Error on search

Has anyone had this error happen to them before?  If so, what did you do
to resolve it?  My DBA doesn't know and the BMC tech people I have asked
so far tell me it is an Oracle issue and MY DBA needs to fix it.  This
happens when I click on something in a console to open it.


ORA-03127 no new operations allowed until the active operation ends

Cause: An attempt was made to execute a new operation before the active
non-blocking operation completed or a new operation was attempted before
all the pieces of a column were inserted or fetched.

Action: Execute the new operation after the non-blocking operation
completes.

If piecewise binds/defines were done, execute the new operation after
all the pieces have been inserted or fetched.


ITSM 7.6.4
Oracle 11r2  (or is it 11g2)

Claire "I can't take much more of this" Sanford


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Re: ITSM 7.6.4 patch 1 Oracle Error on search

[Sanford, Claire]

The client is the 11g client.  The App server is win 2008, the Database server 
is AIX

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, December 07, 2011 4:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 patch 1 Oracle Error on search

Yes but what is the oracle client version on your application servers?
Are your app servers on windows servers? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, December 07, 2011 5:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 patch 1 Oracle Error on search

Oracle Database is 11.2.0.2 with latest October patchset - PSU4
64 bit

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, December 07, 2011 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 patch 1 Oracle Error on search

What version of the Oracle Client do you have on your app servers?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, December 07, 2011 5:17 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 patch 1 Oracle Error on search

Has anyone had this error happen to them before?  If so, what did you do
to resolve it?  My DBA doesn't know and the BMC tech people I have asked
so far tell me it is an Oracle issue and MY DBA needs to fix it.  This
happens when I click on something in a console to open it.


ORA-03127 no new operations allowed until the active operation ends

Cause: An attempt was made to execute a new operation before the active
non-blocking operation completed or a new operation was attempted before
all the pieces of a column were inserted or fetched.

Action: Execute the new operation after the non-blocking operation
completes.

If piecewise binds/defines were done, execute the new operation after
all the pieces have been inserted or fetched.


ITSM 7.6.4
Oracle 11r2  (or is it 11g2)

Claire "I can't take much more of this" Sanford


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ITSM 7.6.04 - LDAP

[Sanford, Claire]

What settings do I need to do to an account to make it exempt from LDAP 
authentication?

I need to set up a couple of accounts that do not have to have a network sign 
on in order to log into Remedy.
I tried setting them to "Disable Password Management for this User" but that 
did not work.  No network sign on, no logging into Remedy.

Claire

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Re: POLL: would you like the user tool back (7.6.04)

[Sanford, Claire]

OMG YES And the good old normal import tool!!  While we are at it And 
this is a fantasy... I would like the Admin tool back!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hocks, Mike (DOT)
Sent: Tuesday, January 03, 2012 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: POLL: would you like the user tool back (7.6.04)

**
yes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Sharp
Sent: Tuesday, January 03, 2012 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: POLL: would you like the user tool back (7.6.04)

**
No
Sent via BlackBerry by AT&T

From: patrick zandi mailto:remedy...@gmail.com>>
Sender: "Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>
Date: Tue, 3 Jan 2012 09:10:52 -0500
To: mailto:arslist@ARSLIST.ORG>>
ReplyTo: arslist@ARSLIST.ORG
Subject: POLL: would you like the user tool back (7.6.04)

** Curiosity poll:
Of those who have tested, or used   7.6.04 ((only)) please:

Would you like to see the user tool come back?  (don't need comments:: just yes 
or no: OR yes yes yes to show your support is allowed.. lol)

yes or no:


I am not saying it is going to happen: I am not giving any indication it ever 
will ! I know nothing:: just asking..

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Re: POLL: would you like the user tool back (7.6.04)

[Sanford, Claire]

John,

You just made the key observation:

Well written apps, with purposefully designed interfaces is the future.

The problem with ITSM 7.6. is that it is NOT well written.

Something that used to take 3 pieces of workflow, now takes 15.

Fields that serve the exact same function from one application to another now 
have different names and field IDs.  It took Kelly and team years to get it all 
together to just have it taken back to the beginning.

Why have all these extra z1_D and z1D fields when they really are not necessary?

If you ask some of the old timers in BMC/Remedy Tech Support, they are 
perplexed at why things are done the way they are.

So, if it was well written, I would not want the user tool back.. let me say 
that I would like the user tool back just for some admin functions.  To be able 
to see if work flow is in place without having to clear caches etc...

Claire

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, January 03, 2012 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: POLL: would you like the user tool back (7.6.04)

** NO

The User Tool was created 20 years ago -- when you were sitting right on top of 
the database.

The world has moved a long way since then.

Business needs apps that are "drop dead easy, and flawless"...

The User tool has so much "auto stuff" in it (copy to new, clear all fields, 
etc...) - that routinely breaks workflow or is minimally a distraction to the 
user.

Well written apps, with purposefully designed interfaces is the future.


-John


On Tue, Jan 3, 2012 at 8:10 AM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
** Curiosity poll:
Of those who have tested, or used   7.6.04 ((only)) please:

Would you like to see the user tool come back?  (don't need comments:: just yes 
or no: OR yes yes yes to show your support is allowed.. lol)

yes or no:


I am not saying it is going to happen: I am not giving any indication it ever 
will ! I know nothing:: just asking..

--
Patrick Zandi
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_



--
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235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com
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ITSM 7.6.04 - removing a value

[Sanford, Claire]

I need an easy no brainer fix.  I think my brain is shot.  I can't think 
straight and my logic skills are shot at the moment.

I have a field that was populated with First MI Last

I need to get rid of the MI.

I was able to do it with one field on the form, but I had a FN and a LN field 
to reference.  With this one field, I don't have that.

I have

Bob H Smith

I want

Bob Smith

There is no punctuation in the field.

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ITSM 7.6.04 - Modifying Multiple Login IDs (was - RE Modify login id)

[Sanford, Claire]

I'm going to piggy back on this one

Out of 600 support people I need to modify 176 of their Login IDs.  Using the 
Data Wizard is tedious and very time consuming.  Any ideas on a quick, complete 
and easy way to modify the Login Ids of these people.

There are no tickets to be updated, just Assignment, User, Group, People etc. 
forms and such


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Thursday, November 11, 2010 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Modify login id

Actually it was intended to be a question.  Noticed I used a period instead of 
a question mark as it was being sent.

Thanks for the answer.

Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, November 11, 2010 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Modify login id

Hi,

I guess this was not really a question, but yes, absolutely!

Best Regards - Misi, RRR AB, http://www.rrr.se

> Misi,
>
> Since this uses ARMergeEntry this would also work with the server set with
> Submitter Mode locked.
>
> Dave
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Thursday, November 11, 2010 3:14 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Modify login id
>
> Hi,
>
> It is in the RRR|Commands section and is called RRR|LoginConv:
> https://www.rrr.se/cgi/tools/main#rrrLoginConv
>
> It basically go through all regular forms and update those records that
> needs to be changed.
>
> It does not care which application or version is used, as it performs an
> exact match in all your fields, including diary-fields and status-history.
>
> It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry
> is used (same as Import Tool).
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
>
>> Didn't Misi have a login converter tool to do this?   http://www.rrr.se
>> (although I'm not seeing it in the list of product right now.)
>>
>> Thad
>>
>> On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes
>> wrote:
>>
>>> **
>>> I'm wondering if anyone out there has a simple way of modifying a login
>>> id for a user and any of their tickets they have created, or been assigned.
>>> 
>>>  We have users that are given a login id one way if they are a contractor
>>> and a different way if they are an employee.  The problem is some 
>>> contractors
>>> eventually become employees. We want to be able to modify the employee's 
>>> current People,
>>> User form  records and at the same time modify any tickets associated with 
>>> their
>>> old login id and link them with their new login id.
>>> 
>>> I was thinking of creating workflow and a form, for input, but this may
>>> need to be a SQL script.  I'm just curious if anyone else has done this
>>> and is willing to share.
>>> 
>>> We are running on a windows server with ARS 7.5.00 patch 002 with ITSM
>>> 7.0.03 patch 009
>>>
>>> Thanks,
>>>
>>> Larry B.

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Re: ITSM 7.6.04 - Modifying Multiple Login IDs (was - RE Modify login id)

[Sanford, Claire]

Only forms that pertain to assignment etc.  We don't care about work orders and 
incidents.  We are not "live" yet.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Monday, January 16, 2012 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - Modifying Multiple Login IDs (was - RE Modify login 
id)

** Do you just want to modify the User form field or do you want to make the 
change on all forms that the login ID is stored on.

-Original Message-
From: Sanford, Claire 
To: arslist 
Sent: Mon, Jan 16, 2012 12:53 pm
Subject: ITSM 7.6.04 - Modifying Multiple Login IDs (was - RE Modify login id)

I'm going to piggy back on this one



Out of 600 support people I need to modify 176 of their Login IDs.  Using the

Data Wizard is tedious and very time consuming.  Any ideas on a quick, complete

and easy way to modify the Login Ids of these people.



There are no tickets to be updated, just Assignment, User, Group, People etc.

forms and such





-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG?>]

On Behalf Of Shellman, David

Sent: Thursday, November 11, 2010 10:20 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

Subject: Re: Modify login id



Actually it was intended to be a question.  Noticed I used a period instead of a

question mark as it was being sent.



Thanks for the answer.



Dave



-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG?>]

On Behalf Of Misi Mladoniczky

Sent: Thursday, November 11, 2010 10:14 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

Subject: Re: Modify login id



Hi,



I guess this was not really a question, but yes, absolutely!



Best Regards - Misi, RRR AB, http://www.rrr.se<http://www.rrr.se/>



> Misi,

>

> Since this uses ARMergeEntry this would also work with the server set with

> Submitter Mode locked.

>

> Dave

>

> -Original Message-

> From: Action Request System discussion list(ARSList)

> [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG?>] On Behalf Of Misi 
> Mladoniczky

> Sent: Thursday, November 11, 2010 3:14 AM

> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

> Subject: Re: Modify login id

>

> Hi,

>

> It is in the RRR|Commands section and is called RRR|LoginConv:

> https://www.rrr.se/cgi/tools/main#rrrLoginConv

>

> It basically go through all regular forms and update those records that

> needs to be changed.

>

> It does not care which application or version is used, as it performs an

> exact match in all your fields, including diary-fields and status-history.

>

> It does not change Modify-Date or Modify-By, as the API-call ARMergeEntry

> is used (same as Import Tool).

>

> Best Regards - Misi, RRR AB, http://www.rrr.se<http://www.rrr.se/>

>

> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):

>

>> Didn't Misi have a login converter tool to do this?   
>> http://www.rrr.se<http://www.rrr.se/>

>> (although I'm not seeing it in the list of product right now.)

>>

>> Thad

>>

>> On Wed, Nov 10, 2010 at 12:17 PM, Larry Barnes

>> mailto:larry.bar...@thecreek.com>>wrote:

>>

>>> **

>>> I'm wondering if anyone out there has a simple way of modifying a login

>>> id for a user and any of their tickets they have created, or been assigned.

>>>

>>>  We have users that are given a login id one way if they are a contractor

>>> and a different way if they are an employee.  The problem is some

contractors

>>> eventually become employees. We want to be able to modify the employee's

current People,

>>> User form  records and at the same time modify any tickets associated with

their

>>> old login id and link them with their new login id.

>>>

>>> I was thinking of creating workflow and a form, for input, but this may

>>> need to be a SQL script.  I'm just curious if anyone else has done this

>>> and is willing to share.

>>>

>>> We are running on a windows server with ARS 7.5.00 patch 002 with ITSM

>>> 7.0.03 patch 009

>>>

>>> Thanks,

>>>

>>> Larry B.



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Re: Remedy/Oracle person NEEDED at Quantico, VA

[Sanford, Claire]

Heh!  It is 74F right now in Houston!  If I was looking, I'd enjoy the 
opportunity to work with Rick!  Pick his brain!



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, January 17, 2012 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy/Oracle person NEEDED at Quantico, VA

** HAH !   Try Rome, NY.. I have seen the Highs for 42 days Straight of -2 and 
below.. The Highs..  LOL
the Lows were -20 -36 -44  .. without the wind..



On Tue, Jan 17, 2012 at 1:13 PM, White, Michael W (Mike) 
mailto:michael.wh...@verizon.com>> wrote:
**
Nothing personal, Rick.  It's  cold up there.

Mike White
EMail michael.wh...@verizon.com
Office 813.978.2192

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, January 17, 2012 1:04 PM

To: arslist@ARSLIST.ORG
Subject: Re: Remedy/Oracle person NEEDED at Quantico, VA

**

FWIW, if it's the position I think it is, you would be on my team.

(sound of resumes being shredded)

Rick
On Jan 17, 2012 1:00 PM, "arslist" 
mailto:arsl...@danielbloom.ca>> wrote:
**
Afraid it is more like 4700. Everyone get your resumes ready and hit send in 
20.. 19... 18

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: January 17, 2012 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy/Oracle person NEEDED at Quantico, VA

** WOW: all of us at the same time? LOL.. all 2700...
On Tue, Jan 17, 2012 at 9:34 AM, Donna J. Hoover 
mailto:donnahooo...@aol.com>> wrote:
The Remedy/Oracle position at Quantico is still open and we are looking forward 
to hearing from you.

Regards,
Donna

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Question - BMC Remedy AR System 7.6.04: Developer - Part 2

[Sanford, Claire]

http://inter.viewcentral.com/events/cust/catalog.aspx?event_id=620&cid=bmc&pid=1
BMC Remedy AR System 7.6.04: Developer - Part 2

In this course, you will learn how to build advanced application features in 
BMC Remedy AR System 7.6.04. Through a combination of lecture and lab 
exercises, interactive scenarios, and collaborative discussions, you will learn 
how to create a deployable application, build advanced functionality within 
that deployable application, and customize it for the Web. You will also learn 
about several new features such as Inline Forms, Skins, Floating Panels, 
Context Menu for Tables, and Rich-text formatting in data fields. The first 
section of this course consists of a review exercise that provides an 
opportunity for you to demonstrate your proficiency of the knowledge and skills 
learned in the BMC Remedy AR System 7.6.04: Foundation - Part 2 course.

If this course was offered in Houston, TX sometime at the end of February or 
the beginning of March, would anyone be interesting in attending?  I'm trying 
to get one in Houston.

Claire

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BMC Remedy AR System 7.6.04: Developer - Part 2 - In Houston - 05-Mar-12 - 09-Mar-12

[Sanford, Claire]

I was able to get you a instructor led class here at BMC in Houston all set 
up!!!  March 5-9th

Register away!

http://inter.viewcentral.com/events/cust/search_results.aspx?cid=bmc&pid=1&lid=1&tstamp=1327441869862&event_id=620&postingForm=catalog.aspx

BMC Remedy AR System 7.6.04: Developer - Part 2



In this course, you will learn how to build advanced application features in 
BMC Remedy AR System 7.6.04. Through a combination of lecture and lab 
exercises, interactive scenarios, and collaborative discussions, you will learn 
how to create a deployable application, build advanced functionality within 
that deployable application, and customize it for the Web. You will also learn 
about several new features such as Inline Forms, Skins, Floating Panels, 
Context Menu for Tables, and Rich-text formatting in data fields. The first 
section of this course consists of a review exercise that provides an 
opportunity for you to demonstrate your proficiency of the knowledge and skills 
learned in the BMC Remedy AR System 7.6.04: Foundation - Part 2 course.

Course Duration: 5.00 day(s)
Required Prerequisites:
   Registration for: BMC Remedy AR System 7.6.04: Foundation - Part 1 (ODL)
   And
   Registration for: BMC Remedy AR System 7.6.04: Foundation - Part 2
   And
   Registration for: BMC Remedy AR System 7.6.04: Developer Part - 1 (WBT)


Course Type: Instructor-Led Classroom
05-Mar-12 - 09-Mar-12
09:00 AM - 05:00 PM
Seats Left 12

Product Id: SPPT-ARD2-0764



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, January 24, 2012 10:34 AM
To: arslist@ARSLIST.ORG
Subject: Question - BMC Remedy AR System 7.6.04: Developer - Part 2

**
http://inter.viewcentral.com/events/cust/catalog.aspx?event_id=620&cid=bmc&pid=1
BMC Remedy AR System 7.6.04: Developer - Part 2

In this course, you will learn how to build advanced application features in 
BMC Remedy AR System 7.6.04. Through a combination of lecture and lab 
exercises, interactive scenarios, and collaborative discussions, you will learn 
how to create a deployable application, build advanced functionality within 
that deployable application, and customize it for the Web. You will also learn 
about several new features such as Inline Forms, Skins, Floating Panels, 
Context Menu for Tables, and Rich-text formatting in data fields. The first 
section of this course consists of a review exercise that provides an 
opportunity for you to demonstrate your proficiency of the knowledge and skills 
learned in the BMC Remedy AR System 7.6.04: Foundation - Part 2 course.

If this course was offered in Houston, TX sometime at the end of February or 
the beginning of March, would anyone be interesting in attending?  I'm trying 
to get one in Houston.

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OT - Performance Tuning

[Sanford, Claire]

Is it Friday yet!

--->  Funny!!#10 keep your application design simple

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, March 14, 2012 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Tuning

** I am looking at a jar in front of me.. it says the following::
#1 use indexes appropriately
#2 use efficient queries
#3 consider using set field action in filters instead of AL
#4 avoid using filters which perform run process to run a macros (old)
##5 stagger escalations times
#6 use direct sql, $PROCESS$ sparingly
#7 avoid sending notifications to too many addresses (hah!)
#8 minimize the number of diary, and long charcter fields
#9 avoid admin tool / migrator during peak hours.
#10 keep your application design simple
#11 implement MPSO (hah!)
#12 Define carefully the number of fast and list servers.
#13 allocate enough shared memory for the db.
#14 provide adequate computer network resources.

Most still apply !

On Wed, Mar 14, 2012 at 10:05 AM, Barber, Sue 
mailto:sbar...@mitre.org>> wrote:
**
I would be interested in that as well!

Sue

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pruitt, 
Christopher (Bank of America Account)
Sent: Wednesday, March 14, 2012 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Performance Tuning

**
Does anyone know where I can find a Performance Tuning guide or white paper for 
the following AR System Server versions?

7.1 and 7.6.04.

I have gone through the Optimizing and Troubleshooting Guide for both versions 
but I thought there was a more detailed Performance Tuning guide out there 
somewhere. I have gone through BMCs documentation for both versions and have 
search the BMC Communities and have not found them anywhere. Anyone have a like 
to these guides, I would really appreciate it if you would provide it.

Thanks.
Christopher Pruitt
Business Consulting III
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com
[%20]

Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.



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--
Patrick Zandi
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Re: Which sp of 7.6.4 is most stable?

[Sanford, Claire]

Well, BMC will tell you if you load SP1 and have problems you should load SP2 
and if you have any problems with that, they will tell you to load SP3.

Each has it's own set of issues.  Are you using ITSM or Your own apps?



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Marc Burick
Sent: Thursday, March 15, 2012 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Which sp of 7.6.4 is most stable?

** Hello,
We decided last year to upgrade from ARServer 7.1, patch 1 to ARServer 7.5, 
patch 9. Unfortunately, due to several reasons, we still have not upgraded and 
are now prepared to upgrade to 7.6.4, instead. Which sp version is the most 
stable? Any input would be appreciated.

Marc _attend WWRUG12 www.wwrug.com ARSlist: "Where the 
Answers Are"_

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BMC Atrium Core 7.6.04 - Product Catalog Data Update 2012-Jan-1

[Sanford, Claire]

Has anyone been able to download this?  I tried 4 times and got everything else 
in the directory (6 of 7 items) but this one will not download.

BMC Atrium Core 7.6.04 - Product Catalog Data Update 2012-Jan-1


Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
System Services Tower North - 2:105 

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ITSM 7.6.04 SP2

[Sanford, Claire]

After loading SP2  see this error when I try to create a Service request via 
the Request Entry console:

Exception occur while retrieving USM data. (ARWARN 150502)

Which is attached to:  SRM:REQ:USM_UpdateUSMDataFromAtrium


I can't find anything in the KB on BMCs site or in the Communities.



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ITSM 7.6.04 SP3 USM Data Error

[Sanford, Claire]

We now have SP3 on the ARServer and the Mid Tier.  The app and CMDB are SP2.

When trying to create a Service Request via the "Request Entry" console, I get 
2 errors.  Neither of which is in the BMC Support KB.

Error # 1: When I click on the first level on the Request Entry Console and 
then select an item:

"Exception occur while retrieving USM data. (ARWARN 150502)"

(Associated with - SRD:SHR:USMLookupFailureHandler )


Error # 2:  when I complete the SR and try to save. I have gone through almost 
all of the back end forms that feed the SR to the Work Order and none of the 
fields are limited.

"The length of the name parameter (or name field in a parameter) is longer than 
the maximum allowed length. (ARERR 103)"

The BMC Support person told me this was a known issue and gave me the following 
to check:

==> The Problem seems to be with the Atrium Path under Configuration and 
Plug-in Files.

-- For Example:--
Incorrect Path: D:\BMCSoftware\BMCAtriumCore\cmdb
Correct Path: D:\BMCSoftware\BMCAtriumCore\BMCAtriumCore\cmdb
-- You need to first check and find the correct path and then apply the changes

-- We need to update the correct Atrium Path in the following files:--
1) ar.cfg
2) armonitor.cfg
3) C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins\ne\pluginsvr_config.xml and log4j_pluginsvr.xml
4) c:\Program Files\ 
BMCSoftware\AtriumCore\cmdb\plugins\shared\pluginsvr_config.xml and 
log4j_pluginsvr.xml
5) D:\BMCSoftware\BMCARSystem\pluginsvr\pluginsvr_config.xml

--The Above path is just a reference and will be different in different 
scenarios. However, the point of check is in the above mentioned file.
-- Once the Correct Path is mentioned, then Restart the AR Server Services and 
test the issue again.
===

My path was ok in all instances.  I restarted the services and even rebooted 
the server.  Still get the errors.  Since I changed nothing, I didn't expect it 
to be fixed.  Anyone else have these errors?

ARS 7.6.04 SP3
ITSM 7.6.04  SP2
Mid Tier 7.6.04 SP3
Atrium 7.6.04 SP2

Thanks!!

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Re: Senior Remedy Developer Wanted (San Diego, Ca)

[Sanford, Claire]

No kidding.  The Houston campus is beautiful!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Wednesday, April 04, 2012 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Senior Remedy Developer Wanted (San Diego, Ca)

** As long as we're part of this journey Ravindra, could you share with us why 
you'd want to leave BMC?  It always seemed like a great place to work.
On Wed, Apr 4, 2012 at 9:07 AM, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
**
Ravindra,
You may need to think about leaving this week after that post.

Sent from my iPhone

On Apr 4, 2012, at 8:26 AM, Ravindra Sharma 
mailto:ravis...@gmail.com>> wrote:
**
Hi Andrew,

I just responded to you on your other posting on ARS List.

Not sure if these two positons are same or different.

I have complete skills required to handle any task in the BMC Products 
mentioned in your posting. In additon I am proficient in Microsoft Windows 
Server, Apache Tomcat, Microsoft SQL Server, and SAP Crystal Report.

Permit me to introduce myself as a Senior Product Developer at BMC for last 14 
years. I have worked in the area of ARSystem, ITSM (all modules), and Atrium 
product offerings.

I am thinking of leaving BMC this month.

I am interested in this full time Remedy Developer position mentioned in your 
email.

Please advise.

Regards
Ravi

On Thu, Mar 8, 2012 at 12:03 PM, Tactical Force Group 
mailto:agr...@tacticalforcegroup.com>> wrote:
We area searching for a Senior Remedy Developer to work on sight in the San 
Diego California area.  Ideally we are searching for a full time employee but 
we are willing to work with a consultant if it is the right short term fit.  
This position requires the ability to obtain a SECRET security clearance.

This position is accountable for development, administration, customization and 
integration of BMC Remedy Action Request System solutions, with a strong focus 
on the out-of-the box I.T. Service Management (ITSM) suite.

Responsibilities may include gathering customer requirements, preparing design 
specifications documentation, application development, ongoing technical 
support and system maintenance.  This position responds to user requests for 
data extraction, custom or ad-hoc database reporting or enhancements to system 
capabilities.  Further provides end-user training, and system account 
administration and maintenance.

This is a full-time position, located onsite at a customer facility, working on 
a team of developers, and reporting to a Lead Remedy Developer.  In addition to 
other developers, this position may have regular interactions with customers 
and management.

Experience in the following technologies is desired:

*   BMC Remedy Incident Management
*   BMC Remedy Problem Management
*   BMC Remedy Change Management
*   BMC Remedy Asset Management
*   BMC Atrium Configuration Management Database
*   BMC Remedy Action Request System
*   BMC Remedy Mid-Tier
*   BMC Remedy Developer Studio
*   BMC Remedy Data Import

Experience with the following technologies is a plus:

*   BMC Remedy Knowledge Management
*   BMC Remedy Service Level Management
*   BMC Remedy Service Request Management
*   BMC Remedy Migrator
*   BMC Atrium Dashboards for BSM
*   BMC Atrium Analytics for BSM
*   BMC Discovery and Dependency Mapping
*   Microsoft Windows Server
*   Microsoft Internet Information Server
*   Apache Tomcat
*   Microsoft SQL Server
*   SAP Crystal Reports
*   SAP Business Objects Web Intelligence
*   SAP Business Objects Dashboards

PLEASE SEND RESUMES TO:

Andrew Greenawalt
Recruiting Specialist
Tactical Force Group, Inc.

Work: (858) 352-6072
Email: agr...@tacticalforcegroup.com
Website: TacticalForceGroup.com

You can also apply directly through our website.

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OT - JOB Remedy ITSM Administrator - Commentary

[Sanford, Claire]

I speak from experience THIS IS NOT AN UPGRADE!  It is an implementation of 
a new package!  A very painful one at that!

"Currently maintaining 2 Remedy Systems ARS7.0 ITSM 6 and upgrading to ITSM 
7.6.4"

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Steve Ferrari
Sent: Wednesday, April 04, 2012 5:52 PM
To: arslist@ARSLIST.ORG
Subject: JOB:Remedy ITSM Administrator

BMC Remedy ITSM Administrator

Immediate opening is available for BMC Remedy Administrator to work with a 
small company contracting with the U.S. Navy.  Currently maintaining 2 Remedy 
Systems ARS7.0 ITSM 6 and upgrading to ITSM 7.6.4 on MS Server 2008 with MSSQL 
2008 on separate servers.  We have a current need for key person to help with a 
smooth migration over to the upgrade system while maintaining the current 
system.
The successful candidate will have experience with ITSM 7.6.4 configuring 
companies, login accounts, support groups, categorizations, locations, assets, 
notifications, etc.  Some Remedy development experience using Remedy Developer 
Studio desired.

Requirements 

* Department of Defense Secret Clearance or ability to obtain clearance
* Min 2 years of BMC Remedy ITSM administration experience minimum 7.5
* Technical experience with BMC Remedy Action Request System, ITSM Suite, 
Mid-Tier, MSSQL
* Knowledge of Help Desk/ Asset/ Change Management and SLA applications
* Ability to develop complex reports using Crystal Reports is desired but not 
required.
* Familiarity with MS SharePoint and Single Sign On systems a plus!
* Junior Developer Experience using Developer Studio a plus!
* Excellent analytical and problem-solving skills
* Excellent organization and communication skills

Qualified candidates please send a resume (in Word format) to 
st...@psresearch.net 

**Both full time and contract candidates encouraged to apply but sorry, NO H1B 
or Sponsorship **

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Re: 7.6.04 bloted:want to clean house. but where?

[Sanford, Claire]

It includes ALL of the install files for upgrades from various versions as well 
as the Chinese, German, French,  etc,  languages!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, April 05, 2012 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 bloted:want to clean house. but where?

** the TARBALL of this installation is over 22GIG alone..
Like my MOM used to say: if you have not used it in a year TOSS IT!
   SURELY you don't need all this extra.Stuff.. do ya BMC?
On Thu, Apr 5, 2012 at 1:20 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
So 7.6.04 installed, then sp1, then sp2 (do not trust sp3 quiet yet.. ) but I 
see a Bizzillion files in all kinds of languages that I cannot even use (like 
all but English)
Installer files/folders, pre-installer file/folders..  Hu Which ones are 
REALLY needed.. and which are not..
do I need these for an upgrade? or what?  is there any documentation on this 
somewhere..  I am not finding it..

Anyone want to Share findings? Dave? anyone ?

--
Patrick Zandi



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Installation Order - New Server

[Sanford, Claire]

I am finally going to be installing Remedy on my new server.

What is the best/recommended installation order.  I've tried skimming
through old posts to the list, but none have the answer.  It will be a
clean new install.  I will import the data after everything has been
installed and customized.

I will be installing ARS 6.3 and HD 6.? Along with the Mid Tier., email
engine, flashboards and SLA.

What is the best order to install these?

The OS and Oracle have already been installed.

For those of you who revel in the technical "stuff" here it is!

New Remedy System Purchased Jan 2006

Dell PowerEdge 6850 
DUAL 3.0GHz
8MB Cache 
8GB SDRAM
Hard Drives
2 - 73GB
7 - 146GB Ultra320, SCSI, 15K RPM, PowerVault
RAID 5
Windows 2003 Server
Oracle Version 10.x
Remedy ARS 6.x
Remedy Help Desk System 6.x
Remedy Integration w/Altiris
Service Level Agreements
Flashboards
Email Integration Engine


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: 3 Atlanta Remedy Developer Postion - Local Candidates only please

[Sanford, Claire]

**



Maybe since he is new to the 
list, he didn't see his post and thought it didn't make it and felt he had to 
post again so we would all see the fantastic opportunities he has to offer the 
Remedy community. 
 
Claire 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
CookSent: Friday, April 28, 2006 3:10 PMTo: 
arslist@ARSLIST.ORGSubject: Re: 3 Atlanta Remedy Developer Postion - 
Local Candidates only please
** 

Dave, we know it said immediate hire, but surely you don't 
mean like in the next 15 minutes, do you?  Otherwise, why the spam?  
:)





Rick


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David 
RyeSent: Friday, April 28, 2006 12:58 PMTo: 
arslist@ARSLIST.ORGSubject: 3 Atlanta Remedy Developer Postion - 
Local Candidates only please
** 
Developer position:Atlanta based Telecommunications company seeks a 
Remedy developers. Must have experience with version 5.1.2 or 6.3. 
 
Rate $85/hrExperience 3+ years.Position: 3+ Months 
contractStart date: Immediately. Skills : Remedy version 5.1.2 or 6.3. 
Mid to advanced Working knowledge of work flow development. Good knowledge 
Servelets, Midtier configuration and databases (Oracle and Sql Server ). 
Unix experience essential. Have the attitude to meet deadlines and 
commitments of the client. 
Willing to work with people who are starting up development in Remedy as 
long as they have the aptitude to pick things fast within the timeline, their 
ability will be analyzed as contract progress. You are more than welcome to 
apply as long as you are comfortable with your ability.
No relocation plan.
I am working directly with the client. Please send your resume and contact 
details.
regards,David Rye Jr.


Love cheap thrills? Enjoy PC-to-Phone calls 
to 30+ countries for just 2¢/min with Yahoo! Messenger with Voice. 
__20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___ 

__20060125___This posting was submitted with HTML in it___

OT - RE: 3 Atlanta Remedy Developer Postion - Local Candidates only please

[Sanford, Claire]

**



But, Dan... if you read the first post, it specifically said 
Atlanta in the body.
 
"Developer position:

Atlanta based Telecommunications company seeks a Remedy 
developers. Must have experience with version 5.1.2 or 6.3."
 
ok, so it is Friday and my co-workers think they are in 
Romper Room...  Basketball indoors...


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of 
[EMAIL PROTECTED]Sent: Friday, April 28, 2006 3:26 
PMTo: arslist@ARSLIST.ORGSubject: Re: 3 Atlanta Remedy 
Developer Postion - Local Candidates only please
** 

Maybe 
since he asked for Local, and the first posting didn't specify what 
Local,
the 
second was so none of us would spam him about not including where it is in the 
subject line.
 
An 
excellent clarification I think.
 
 
Daniel
 

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  Sanford, ClaireSent: April 28, 2006 16:17To: 
  arslist@ARSLIST.ORGSubject: Re: 3 Atlanta Remedy Developer Postion 
  - Local Candidates only please** 
  
  Maybe since he is new to 
  the list, he didn't see his post and thought it didn't make it and felt he had 
  to post again so we would all see the fantastic opportunities he has to offer 
  the Remedy community. 
   
  Claire __20060125___This 
posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: USA - CITIES

[Sanford, Claire]

Tyrone Have you ever tried searching on the Internet?  Google?
Yahoo?  A9.com?

Claire "thank goodness it is Friday" Sanford

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Friday, May 05, 2006 3:46 PM
To: arslist@ARSLIST.ORG
Subject: OT: USA - CITIES

Does anyone know where I can get a complete list of ALL Cities in the
USA?

Thanks!


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Re: OT- Lazy posters

[Sanford, Claire]

OK, you guys keep throwing my name into this... So I feel like I should
at least make some comment...

Here it is. 

If you are a consultant, someone who bills another company for your
time, regardless of where you are from and what your background is...
You should know your stuff, you should know far more than the basics and
you should have read the manuals/pdfs at some point in your Remedy
career. 

If you are an employee of a company, you hopefully have access to
manuals and pdf files and Remedy support.  Hopefully, when you took the
job as Remedy Admin/Developer, you took the time to read the manuals.  

I have asked many questions on this list over the years.  I will confess
that 1 out of 10 times, I may not have read the manual fully or didn't
fully understand the concept before asking the question.  BUT, I never
presented myself to my employer or anyone else as being an expert, so I
think it is ok.

Where Phil is concerned, I have hired Phil as a consultant and have
learned a lot from him over the years.  Both for a fee and for FREE.
What he gives to the Remedy community in invaluable.  The same goes for
Rick.  I've never hired him (he lives to far away), but have learned a
lot from him too!  Then there is Gidd.  Never hired him, but any time I
have ever asked him a question either on or off the list, I get an
insightful answer!

All that being said... There are some people on this list that are
consultants, that appear not to have been trained properly and appear
not to have bothered reading the manuals/pdf files or the ARSList FAQ.
They do no give any indication of who they are and where they work
(Identify yourself), they do no give any indication of their environment
(Identify your system) and they ask some very basic questions.  Heck, I
can even answer some of them.

This is a fantastic community.  We share all kinds of information.
Humor.  Life events and more.  Sometimes things touch a nerve or rub one
of us the wrong way and threads like this go one until Dan shuts it
down... Oh Dan??? 

So, before you ask what an Active Link is or how to do a Push Fields
action, read the manual/pdf. 

That is my .02 



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 09, 2006 10:24 AM
To: arslist@ARSLIST.ORG
Subject: OT: Lazy posters

Preach it, brother!  I'm not the admin, nor am I Claire (there could
only one Claire!), so I'll let others admonish people like Carl to
actually contribute something before insulting longtime and substantial
contributors like Phil.

But Phil and Gidd are right, and it's high time for some people to get a
wake-up call with a clue-by-4.

** DISCLAIMER **  This does NOT apply to about 98% of the posters to
this list.  This is not telling newbies "Go away".  This is not an
attempt to scare anyone away.  My stated comments are my own.

Here's the progression, for those apparently new to such processes.

1) You encounter a problem with a Remedy product.
2) You try to fix it yourself.
3) You seek help from your co-workers (if any).
4) You read the manuals and check the Remedy KB to see if there's some
tidbit of information that might help with that process.
5) Repeat steps 2-4 at least until the most apparent solutions have been
tried.
6) You contact Remedy Support and/or the list.
7) You (probably) receive help from Remedy Support and/or the list.

The ARSList is here to help people who have first made a substantial
effort to help themselves.  It is intended to be an aid to, not a
substitute for, learning how to do your job.  While we were all newbies
at some point, and we don't mind helping other newbies gain experience,
there are a few people, including several from an offshore organization,
who have shown a consistent pattern of asking basic questions to the
list instead of taking the time to read the manuals provided with the
product, and to actually grow their skills beyond that of newbie.

Were I one of these few individuals, or an employee of this
organization, I would hope that I would do what most posters do here -
display to the rest of my professional community that I had the skills
and initiative to at least learn to code my way out of a wet paper bag
with a map, a knife, and a flashlight.  Remedy isn't THAT hard to learn.

Executive Summary: Please respect the time of those who are trying to
help others by trying to help yourself first.

Sergeant-at-Arms:  Haul these miscreants away...  :)

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gidd Calden
Sent: Tuesday, May 09, 2006 7:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Pager Notifications.

Carl,

Do you mean that physically or verbally ?  

In defense of Phil, and he needs no defense, he makes a good Point. 
 
While it is often easier to ask a question on the list, perhaps  that
should be preceded by the requestor's research including look

ARS 6.3 Download weirdness

[Sanford, Claire]

Yesterday I downloaded the 6.3 install files (yeah I know 7.0 is out
now)

The files were sized as follows:
File date  4/17/05
Server.exe84,218,225
Fbserver.exe  31,667,223
Emaild.exe27,188,670

I couldn't find where I had saved the file so I downloaded it again.  It
had a new name for the download file and it was very different:

File date 1/07/05
Server.exe49,503,635
Fbserver.exe  20,205,796
Emaild.exe40,159,212

Very odd!  I found the file from yesterday after I finished the DL
today, so I am going to use the one with the newer date... But I find it
interesting that the one from yesterday is newer than the one from today
and also much larger!

Claire

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Re: ARS 6.3 Download weirdness

[Sanford, Claire]

Yeah, I'm talking to myself... It turns out that the files were labeled
wrong on Download Central and I got ver 7 files when I was downloading
v6.3 files.  H

Looks like I may be moving to ver 7 anyway!

Claire  



-Original Message-
From: Sanford, Claire 
Sent: Wednesday, May 10, 2006 11:38 AM
To: 'arslist@ARSLIST.ORG'
Subject: ARS 6.3 Download weirdness

Yesterday I downloaded the 6.3 install files (yeah I know 7.0 is out
now)

The files were sized as follows:
File date  4/17/05
Server.exe84,218,225
Fbserver.exe  31,667,223
Emaild.exe27,188,670

I couldn't find where I had saved the file so I downloaded it again.  It
had a new name for the download file and it was very different:

File date 1/07/05
Server.exe49,503,635
Fbserver.exe  20,205,796
Emaild.exe40,159,212

Very odd!  I found the file from yesterday after I finished the DL
today, so I am going to use the one with the newer date... But I find it
interesting that the one from yesterday is newer than the one from today
and also much larger!

Claire

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ARS 6.3 Install Issues

[Sanford, Claire]

I have installed ARS 6.3 on my new server.  It bombs when it comes time
to import files

Any idea what this message means?  I have a ticket in with Remedy
support, but I have not heard back from them yet.

[ERROR][Thu Jul 06 16:02:50.825] VerifyControl- Unable to connect to the
AR System Server.
[ERROR][Thu Jul 06 16:02:50.825] VerifyControl- 90 Cannot open catalog;
Message number = 90 DBREMEDY : RPC: Program not registered
[ERROR][Thu Jul 06 16:02:50.825] rikMain- Problem with verification of
user/pw/server information
The Error log file is being closed
[ERROR][Thu Jul 06 16:02:51.356] ImportDataFile- 
AR System Import Tool  Thu Jul 06 16:02:51 2006




ARS 6.3
Oracle 10g2 (has the 9i libraries)
Windows 2003 Enterprise


Claire

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OT - BMC-Remedy Tech Support Rant

[Sanford, Claire]

OK, if you live in India or work in the same time zone it is great...
But for those of us that live in the US, getting an answer at 3:25AM,
4:34 AM and 5:19AM does not work!

This is the most frustrating thing I have experienced with Remedy ever!

Gr

Outsourcing is BS!  Sure they are (the tech support staff) less costly,
so the profit goes up, but is the customer happy and satisfied with the
support?  NO!  Will the customer be happy and satisfied with the support
next time someone asks them, probably not!

Claire "grumpy today" Sanford

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Re: OT - BMC-Remedy Tech Support Rant

[Sanford, Claire]

I was always under the impression that support was going "follow the
sun".  Guess not!  Heck, if smaller business that are not international
can provide 24/7 support, at a reasonable cost, you have to wonder why
major international corporations can't.

Very interesting... And probably a coincidence, 10 minutes after my post
hit the list, I had a response from someone in Tech Support for my new
ticket.

PS.  Thanks Kim for calling and calming me!  :) 

I'm going to go get a nice strong cup of coffee.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Button
Sent: Thursday, July 13, 2006 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - BMC-Remedy Tech Support Rant

So the question is...why can I not get 24x7 support now? I hate to
beat 
that drum once a year, but for what we pay for support, and they
outsource 
that support around the world, would it not be a good time to finally
make 
this 24x7?

Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]




>From: "Sanford, Claire" <[EMAIL PROTECTED]>
>Reply-To: arslist@ARSLIST.ORG
>To: arslist@ARSLIST.ORG
>Subject: OT - BMC-Remedy Tech Support Rant
>Date: Thu, 13 Jul 2006 09:05:39 -0500
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>-0500
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-0500
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>X-MimeOLE: Produced By Microsoft Exchange V6.5
>Content-class: urn:content-classes:message
>X-MS-Has-Attach:
>X-MS-TNEF-Correlator:
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>Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw
>X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC)

>  FILETIME=[6BB51AD0:01C6A685]
>Newsgroups:   public.remedy.arsystem.general
>Precedence: list
>Return-Path: [EMAIL PROTECTED]
>
>OK, if you live in India or work in the same time zone it is great...
>But for those of us that live in the US, getting an answer at 3:25AM,
>4:34 AM and 5:19AM does not work!
>
>This is the most frustrating thing I have experienced with Remedy ever!
>
>Gr
>
>Outsourcing is BS!  Sure they are (the tech support staff) less costly,
>so the profit goes up, but is the customer happy and satisfied with the
>support?  NO!  Will the customer be happy and satisfied with the
support
>next time someone asks them, probably not!
>
>Claire "grumpy today" Sanford
>
>___

>UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org


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Re: OT - BMC-Remedy Tech Support Rant

[Sanford, Claire]

Title: RE: OT - BMC-Remedy Tech Support Rant
**



James,
 
I pay over 63K a year.  Sure that includes upgrades to 
software and patches and technical support.  It is also basic 
support.  We had express and (small brag) because I called for support so 
infrequently, it was determined that we could save money and do with the Basic 
plan.
 
I am also in the Healthcare industry... where we bill $100 
and get reimbursed by the government $25.00 so tell me where the value in that 
is???  "You get what you pay for" is a tired and way over used 
cliché!


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Thursday, July 13, 2006 10:12 
AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech 
Support Rant
** 

Tim: 
What level of support are you paying for?  If it is Express 
or higher, you have it.  Basic is Prime Period Maintenance.  And 
support is changing at BMC.
To put it another way, you get what you pay for. 
James McKenzie 
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Tim Button Sent: Thursday, July 13, 2006 7:43 AM 
To: arslist@ARSLIST.ORG Subject: Re: OT 
- BMC-Remedy Tech Support Rant 
So the question is...why can I not get 24x7 support now? I 
hate to beat that drum once a year, but for what we pay for support, and they 
outsource that support around the world, would it not be a good time to finally 
make this 24x7?
Timothy Button Remedy Systems 
Consultant [EMAIL PROTECTED] 

>From: "Sanford, Claire" 
<[EMAIL PROTECTED]> >Reply-To: 
arslist@ARSLIST.ORG >To: arslist@ARSLIST.ORG 
>Subject: OT - BMC-Remedy Tech Support Rant >Date: Thu, 13 Jul 2006 09:05:39 -0500 >MIME-Version: 1.0 >Received: from 
listserv.rbugs.com ([69.90.217.26]) by >bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444); 
>Thu, >13 Jul 2006 
07:06:08 -0700 >Received: from RBUGS ([69.90.217.26]) 
by listserv.rbugs.com with >Microsoft 
SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400 >Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with 
spool >id  1181943 for 
[EMAIL PROTECTED]; Thu, 13 Jul 2006 >10:03:50  
-0400 >Received: from 198.22.21.73 by 
LISTSERV.RBUGS.COM (SMTPL release 1.0i) with >  TCP; Thu, 13 
Jul 2006 10:03:50 -0400 >Received: from zix2.mhhs.org 
(ZixVPM [127.0.0.1]) by Outbound.mhhs.org  
> (Proprietary) with ESMTP id 
D90674BE20 for ;  
> Thu, 13 Jul 2006 09:05:41 
-0500 (CDT) >Received: from viruswall2.mhhs.org 
(unknown [198.22.22.40]) by >zix2.mhhs.org  
(Proprietary) with ESMTP id C2CA34BE29 for >;  
Thu, 13 Jul 2006 09:05:40 -0500 (CDT) >Received: from 
exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with >  InterScan 
Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 >-0500 >Received: from EXCH2.mh.org 
([10.9.0.107]) by exdmzfe1.mh.org with >Microsoft  
SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 >X-Message-Info: LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= 
>X-MimeOLE: Produced By Microsoft Exchange V6.5 
>Content-class: urn:content-classes:message >X-MS-Has-Attach: >X-MS-TNEF-Correlator: >Thread-Topic: OT - 
BMC-Remedy Tech Support Rant >Thread-Index: 
AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw >X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 
(UTC)  
>  FILETIME=[6BB51AD0:01C6A685] >Newsgroups:   public.remedy.arsystem.general 
>Precedence: list >Return-Path: 
[EMAIL PROTECTED] > >OK, if you live in India or work in the same time zone it is 
great... >But for those of us that live in the US, 
getting an answer at 3:25AM, >4:34 AM and 5:19AM does 
not work! > >This is the 
most frustrating thing I have experienced with Remedy ever! > >Gr > >Outsourcing is BS!  Sure they are 
(the tech support staff) less costly, >so the profit 
goes up, but is the customer happy and satisfied with the >support?  NO!  Will the customer be happy and satisfied 
with the >support next time someone asks them, 
probably not! > >Claire 
"grumpy today" Sanford > >___ 
> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org 
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__20060125___This posting was submitted with HTML in 
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Re: OT - BMC-Remedy Tech Support Rant

[Sanford, Claire]

Title: RE: OT - BMC-Remedy Tech Support Rant
**



James, 
 
The resolution to my first problem was to check a box on 
install.  It took them 5 days to get me that  They had all my 
logs.  They has screen shots.  I don't contact support "lightly"  
when I contact them, I send them everything they need up 
front!
 
In the past, I have been one of the most vocal supporters 
of Remedy Tech Support.  
 
Hey!  I said it was a Rant!


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Thursday, July 13, 2006 10:14 
AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech 
Support Rant
** 

Claire: 
I would offer that strong cup of coffee, but it would be very 
cold by the time it gets to you. 
BTW, if you think that BMC is not working your issue just 
because you don't have a support tech on the phone, you would be sadly 
mistaken.  I've received e-mails that were sent out at 2 a.m.
James McKenzie 
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Sanford, Claire Sent: Thursday, July 13, 2006 7:53 
AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support Rant 
I was always under the impression that support was going "follow 
the sun".  Guess not!  Heck, if smaller business that are not 
international can provide 24/7 support, at a reasonable cost, you have to wonder 
why major international corporations can't.
Very interesting... And probably a coincidence, 10 minutes after 
my post hit the list, I had a response from someone in Tech Support for my new 
ticket.
PS.  Thanks Kim for calling and calming me!  :) 

I'm going to go get a nice strong cup of coffee. 
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Tim Button Sent: Thursday, July 13, 2006 9:43 AM 
To: arslist@ARSLIST.ORG Subject: Re: OT 
- BMC-Remedy Tech Support Rant 
So the question is...why can I not get 24x7 support now? I 
hate to beat that drum once a year, but for what we pay for support, and they 
outsource that support around the world, would it not be a good time to finally 
make this 24x7?
Timothy Button Remedy Systems 
Consultant [EMAIL PROTECTED] 

>From: "Sanford, Claire" 
<[EMAIL PROTECTED]> >Reply-To: 
arslist@ARSLIST.ORG >To: arslist@ARSLIST.ORG 
>Subject: OT - BMC-Remedy Tech Support Rant >Date: Thu, 13 Jul 2006 09:05:39 -0500 >MIME-Version: 1.0 >Received: from 
listserv.rbugs.com ([69.90.217.26]) by >bay0-mc3-f19.bay0.hotmail.com with Microsoft 
SMTPSVC(6.0.3790.2444); Thu, >13 Jul 2006 07:06:08 -0700 >Received: from 
RBUGS ([69.90.217.26]) by listserv.rbugs.com with Microsoft >SMTPSVC(6.0.3790.1830); Thu, 13 Jul 
2006 10:04:12 -0400 >Received: by LISTSERV.RBUGS.COM 
(LISTSERV-TCP/IP release 14.4) with spool 
>id  1181943 for 
[EMAIL PROTECTED]; Thu, 13 Jul 2006 >10:03:50  
-0400 >Received: from 198.22.21.73 by 
LISTSERV.RBUGS.COM (SMTPL release 1.0i) with 
>  TCP; Thu, 13 
Jul 2006 10:03:50 -0400 >Received: from zix2.mhhs.org 
(ZixVPM [127.0.0.1]) by Outbound.mhhs.org 
> (Proprietary) with ESMTP id 
D90674BE20 for ; 
> Thu, 13 Jul 2006 09:05:41 -0500 
(CDT) >Received: from viruswall2.mhhs.org (unknown 
[198.22.22.40]) by >zix2.mhhs.org  
(Proprietary) with ESMTP id C2CA34BE29 for >;  
Thu, 13 Jul 2006 09:05:40 -0500 (CDT) >Received: from 
exdmzfe1.mh.org ([198.22.22.41]) by viruswall2.mhhs.org with >  InterScan 
Messaging Security Suite; Thu, 13 Jul 2006 09:05:40 
>-0500 >Received: from 
EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with >Microsoft  
SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39 -0500 >X-Message-Info: 
LsUYwwHHNt3bq4WMPMMvqWZiwvRwEQSvr6w1d9S5E5s= >X-MimeOLE: Produced By Microsoft Exchange V6.5 >Content-class: urn:content-classes:message >X-MS-Has-Attach: >X-MS-TNEF-Correlator: >Thread-Topic: OT - 
BMC-Remedy Tech Support Rant >Thread-Index: 
AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw >X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC) 
>  FILETIME=[6BB51AD0:01C6A685] >Newsgroups:   public.remedy.arsystem.general 
>Precedence: list >Return-Path: 
[EMAIL PROTECTED] > >OK, if you live in India or work in the same time zone it is 
great... >But for those of us that live in the US, 
getting an answer at 3:25AM, >4:34 AM and 5:19AM does 
not work! > >This is the 
most frustrating thing I have experienced with Remedy ever! > >Gr > >Outsourcing is BS!  Sure they are 
(the tech support staff) less costly, >so the profit 
goes up, but is the customer happy and satisfied with the >support?  NO!  Will the customer be happy and satisfied 
with the support >next time 

Re: OT - BMC-Remedy Tech Support Rant

[Sanford, Claire]

No!  Full blown espresso!  Double shot in a big cup so I could add lots
of milk! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, July 13, 2006 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - BMC-Remedy Tech Support Rant

Decaf?  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Thursday, July 13, 2006 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - BMC-Remedy Tech Support Rant

I was always under the impression that support was going "follow the
sun".  Guess not!  Heck, if smaller business that are not international
can provide 24/7 support, at a reasonable cost, you have to wonder why
major international corporations can't.

Very interesting... And probably a coincidence, 10 minutes after my post
hit the list, I had a response from someone in Tech Support for my new
ticket.

PS.  Thanks Kim for calling and calming me!  :) 

I'm going to go get a nice strong cup of coffee.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Button
Sent: Thursday, July 13, 2006 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - BMC-Remedy Tech Support Rant

So the question is...why can I not get 24x7 support now? I hate to
beat that drum once a year, but for what we pay for support, and they
outsource that support around the world, would it not be a good time to
finally make this 24x7?

Timothy Button
Remedy Systems Consultant
[EMAIL PROTECTED]




>From: "Sanford, Claire" <[EMAIL PROTECTED]>
>Reply-To: arslist@ARSLIST.ORG
>To: arslist@ARSLIST.ORG
>Subject: OT - BMC-Remedy Tech Support Rant
>Date: Thu, 13 Jul 2006 09:05:39 -0500
>MIME-Version: 1.0
>Received: from listserv.rbugs.com ([69.90.217.26]) by 
>bay0-mc3-f19.bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.2444);
Thu, 
>13 Jul 2006 07:06:08 -0700
>Received: from RBUGS ([69.90.217.26]) by listserv.rbugs.com with
Microsoft 
>SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 10:04:12 -0400
>Received: by LISTSERV.RBUGS.COM (LISTSERV-TCP/IP release 14.4) with
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with 
>  TCP; Thu, 13 Jul 2006 10:03:50 -0400
>Received: from zix2.mhhs.org (ZixVPM [127.0.0.1]) by Outbound.mhhs.org

> (Proprietary) with ESMTP id D90674BE20 for ;

> Thu, 13 Jul 2006 09:05:41 -0500 (CDT)
>Received: from viruswall2.mhhs.org (unknown [198.22.22.40]) by 
>zix2.mhhs.org  (Proprietary) with ESMTP id C2CA34BE29 for 
>;  Thu, 13 Jul 2006 09:05:40 -0500 (CDT)
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with 
>  InterScan Messaging Security Suite; Thu, 13 Jul 2006 09:05:40

>-0500
>Received: from EXCH2.mh.org ([10.9.0.107]) by exdmzfe1.mh.org with 
>Microsoft  SMTPSVC(6.0.3790.1830); Thu, 13 Jul 2006 09:05:39
-0500
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>X-MimeOLE: Produced By Microsoft Exchange V6.5
>Content-class: urn:content-classes:message
>X-MS-Has-Attach:
>X-MS-TNEF-Correlator:
>Thread-Topic: OT - BMC-Remedy Tech Support Rant
>Thread-Index: AcameyTMfJh1cjk9SRu4KNyBk0V6dAACZQVw
>X-OriginalArrivalTime: 13 Jul 2006 14:05:39.0453 (UTC)

>  FILETIME=[6BB51AD0:01C6A685]
>Newsgroups:   public.remedy.arsystem.general
>Precedence: list
>Return-Path: [EMAIL PROTECTED]
>
>OK, if you live in India or work in the same time zone it is great...
>But for those of us that live in the US, getting an answer at 3:25AM,
>4:34 AM and 5:19AM does not work!
>
>This is the most frustrating thing I have experienced with Remedy ever!
>
>Gr
>
>Outsourcing is BS!  Sure they are (the tech support staff) less costly,

>so the profit goes up, but is the customer happy and satisfied with the

>support?  NO!  Will the customer be happy and satisfied with the
support
>next time someone asks them, probably not!
>
>Claire "grumpy today" Sanford
>
>___

>UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org


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OT - BMC-Remedy Tech Support PRAISE

[Sanford, Claire]

After my 10 day ordeal with the initial service request, I was
instructed to enter a NEW ticket for my application installation
problems.  THANK GOODNESS I DID!  

I have had the best support I have had in a very long time!  This was
like the support you used to get in the "good old days".  Barbara was
fantastic.  She reviewed my logs, answered questions and helped me
determine where *I* went wrong in my installation process. 

So, now I have the following to play with:

ARS 6.3 Patch 17
HD 6.0
CMDB 1.1 (yeah I know)
Reconciliation Engine
Mid-Tier 6.3 Patch 17
AR Email Engine
Approval Server

Windows 2003 Enterprise
Oracle 10g with the 9 libs
8 gig of Ram
Massive buckets of storage!

I'm a very happy girl for a Monday!

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Oracle Analyze

[Sanford, Claire]

My DBA performed an Oracle Analyze on the remedy database.  Since then we have 
had weird query timeout issues.
 
Is doing this to a Remedy database a bad thing?

 

ARS 4.5.2
Oracle 8.x I think 

 


Claire "who has been working since 8:00am" Sanford

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Re: Oracle Analyze

[Sanford, Claire]

Wow!  Jarl,

That article even made sense to me!  

The DBA added statistics to the tables and they were the cause of most of the 
problems.  He removed the stats and now the system is running ok or close to 
normal again.  I'm going to sleep now!

Claire

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Saturday, July 22, 2006 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle Analyze

This article explains what likely happend:
http://asktom.oracle.com/pls/ask/f?p=4950:8:7550689886422531643::NO::F4950_P8_DISPLAYID,F4950_P8_CRITERIA:6601312252730

--
Jarl

On 7/22/06, Rick Cook <[EMAIL PROTECTED]> wrote:
> Ask your DBA what the Analyze function did.  I wonder if it reset some 
> indexes or page sizes or something.
>
>
> 
>
> Rick Cook * Remedy Approved Consultant * Denali Advanced Integration * (253) 
> 278-4112
>
> 
>
> From: Action Request System discussion list(ARSList) on behalf of Sanford, 
> Claire
> Sent: Sat 7/22/2006 12:11 AM
> To: arslist@ARSLIST.ORG
> Subject: Oracle Analyze
>
>
>
>
> My DBA performed an Oracle Analyze on the remedy database.  Since then we 
> have had weird query timeout issues.
>
> Is doing this to a Remedy database a bad thing?
>
>
>
> ARS 4.5.2
> Oracle 8.x I think
>
>
>
>
> Claire "who has been working since 8:00am" Sanford
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
>
>
>
> ___
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>

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Re: Oracle Analyze

[Sanford, Claire]

**




This is the thing the DBA 
did.
exec 
dbms_stats.gather_schema_stats('ARADMIN')
Right now we are dead in the water. 
Remedy Tech Support is working on it too...
The AR System was up and running at 
the time and that command has never been run on this database.
If I stop and start the ARS Server 
service, people can do searches for a little while, then they get time 
outs.
Any ideas? 
Claire "10 hours of sleep in 72 
hours" Sanford


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
CookSent: Saturday, July 22, 2006 1:36 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Oracle Analyze
** 

I was thinking the same thing - the Analyze was like a 
Checkpoint, updating the statistics.  That would constitute a pretty 
significant re-org of the DB, especially if it had been a while since the last 
time it was run.





Rick


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank 
CarusoSent: Saturday, July 22, 2006 10:07 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Oracle Analyze
** Ensure that you have appropriate indexes for the long 
running  queries. Running statistics should be a good thing. Maybe they had 
not been run in a long time and now your current indexes do not support your 
bigger queries. Also, fund out exactly what the DBA did. I can remember having 
problems when stats were run on each table in its entirety. There is a way ton 
run stats on just a small percentage of the rows in each table which may work 
better. 
On 7/22/06, Rick Cook 
<[EMAIL PROTECTED]> wrote: 

Ask 
  your DBA what the Analyze function did.  I wonder if it reset some 
  indexes or page sizes or 
  something.Rick 
  Cook * Remedy Approved Consultant * Denali Advanced Integration * (253) 
  278-4112 From: Action Request 
  System discussion list(ARSList) on behalf of Sanford, ClaireSent: Sat 
  7/22/2006 12:11 AMTo: arslist@ARSLIST.ORG Subject: Oracle 
  AnalyzeMy DBA performed an Oracle Analyze on the remedy 
  database.  Since then we have had weird query timeout 
  issues.Is doing this to a Remedy database a bad 
  thing?ARS 4.5.2Oracle 8.x I 
  thinkClaire "who has been working since 8:00am" 
  Sanford___UNSUBSCRIBE 
  or access ARSlist Archives at http://www.wwrug.org___UNSUBSCRIBE 
  or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy 
Engineerwww.specificintegration.com 
703-376-1249 __20060125___This posting was submitted 
with HTML in it___ __20060125___This posting was submitted 
with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: contract to hire opportunity in Pasadena

[Sanford, Claire]

Pasadena, Texas???



From: Action Request System discussion list(ARSList) on behalf of Robert Ward
Sent: Fri 7/28/2006 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Job: contract to hire opportunity in Pasadena



Our client is in need of a Remedy Developer.

Position Description: Develops block diagrams and logic flow charts.
Translates detailed design into computer software. Supports testing,
debugging, and refining the computer software to produce the required
product. Helps prepare both program-level and user-level documentation.
Enhances software to reduce operating time or improve efficiency.
Experience Level: 6-10 Years. Skill Set: Ability to rely on instructions
and pre-established guidelines to perform the functions of the position.
Knowledge of commonly used concepts, practices, and procedures within a
particular field. Familiar with relational database concepts, and client-
server concepts.

Come join the WaHco Team with over 29 years in the IT Consulting Industry.
Known for outstanding client and employee satisfaction (our employees are
our most valuable asset and our best references). We will check your
references; we invite you to check ours.

We offer a superior benefits package: Employer paid LTD and Life Ins;
Cafeteria Plan with optional Health, Dental and Child Care; immediate
eligibility in self-directed 401k Plan; and payroll direct deposit option.

Please send your resume in a word format with the job order number in the
subject line. If you are not currently available, but know someone who is,
we do pay a REFFERAL FEE. Please contact us for details.

Robert Ward 
Technical Recruiter
W.A. Hynes & Company, Inc.
Information Technology & Consulting Services
(800) 823-1470
(707) 586-
[EMAIL PROTECTED]
www.waHco-it.com

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ARERR 2206

[Sanford, Claire]

Failed to set up the search database during import  ARERR 2206

The forms object_search_admin, object_search_details, and
object_search_ref are not on the server.

Any ideas???


This is on an install of ars 6.3 and HD 6.0



Claire

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Re: ARERR 2206

[Sanford, Claire]

**



Joe you have it exactly correct.  I just tried to create a 
new form and received the following errors
 
the following form was not imported MH:TEST  ARERR 
55
The file specified for a form does not hold a form 
definition  ARERR 400
 
Everything I was trying to do was from the Admin 
tool.


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe 
DeSouzaSent: Friday, August 04, 2006 11:14 AMTo: 
arslist@ARSLIST.ORGSubject: Re: ARERR 2206
** 




Do you mean thats the error you got when you tried to set up the search 
database when you used that functionality to set up a search database from the 
admin tool??
 
If so, are you able to create new forms on your AR System?
 
Just a guess but a possible cause may be that you must be not 
able to create a new form at all.. a possible cause to that would be that 
your arcontainer is inconsistent and is delivering an already existing 
nextid to the process that creates a new schema...
 
Just a guess 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.

- 
Original Message From: "Sanford, Claire" 
<[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: 
Friday, August 4, 2006 11:46:15 AMSubject: ARERR 2206
Failed to set up the search database during import  ARERR 
2206The forms object_search_admin, object_search_details, 
andobject_search_ref are not on the server.Any 
ideas???This is on an install of ars 6.3 and HD 
6.0Claire___UNSUBSCRIBE 
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Re: RUG 2006 schedule is out!

[Sanford, Claire]

**



Wow!  Rick, you and 
I will be sitting here in our respective offices missing all the fun!  I 
have received word that I won't be going either.  
 
Now, I have to cancel the 
hotel room and my kennel reservations.  Heck, I may still send the dogs 
away for a few days!  
 
Claire


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
CookSent: Tuesday, August 08, 2006 3:31 PMTo: 
arslist@ARSLIST.ORGSubject: Re: RUG 2006 schedule is 
out!
** 

Well, all y'all will have 
to enjoy S.F. without me this year.  I just got the word we aren't 
going.  I'll have to live vicariously through mobile uplinks and the 
like.





Rick 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don 
McClureSent: Tuesday, August 08, 2006 1:25 PMTo: 
arslist@ARSLIST.ORGSubject: Re: RUG 2006 schedule is 
out!
** 

Looks like the University of North Texas crew will be thereChris 
Strauss,
our director, and mewith Chris and me for the tutorials as well.
 
 
 
Don W. McClure, P.E.Systems EngineerUniversity of North 
Texasdwmac_at_unt.edu>>> [EMAIL PROTECTED] 07-Aug-06 3:49 
PM >>>
** 

Daily schedules are 
now available, so that you can plan your day(s) there.  Looks like some 
good sessions, but there's probably better info to be gleaned outside of 
them.  I still have to find out if I'll be joining you.  What's the 
count of those going so far?
 
https://www.bmcuserworld.com/catalog/eventguide/publicSchedule.jsp


 


Rick 
Cook • Remedy Approved Consultant 
• Denali Advanced Integration • (253) 
278-4112
 __20060125___This posting was submitted 
with HTML in it___ __20060125___This posting was 
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submitted with HTML in it___ 
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Re: OT - Monday Humor

[Sanford, Claire]

Filter here as  "Sex"  

Next time, give us a warning please.

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of igor ivanov
Sent: Monday, August 14, 2006 2:36 PM
To: arslist@ARSLIST.ORG
Subject: OT: Monday Humor

http://www.filecabi.net/link.php?action=next&n=invaded-crabs


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Re: ITSM Implementation Workshop

[Sanford, Claire]

What about anything on that list CAN'T you do???That looks like admin 101 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Friday, August 18, 2006 10:20 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Implementation Workshop

I did register for this course, but it was canceled by Remedy  because
I does not have 7.x admin course 1 and 2!

It quite fun if you read the Course Objectives:

Manage access control and AR System licenses.
Perform common administrative tasks using the BMC Remedy AR System
Administration Console.
Create AR System objects using BMC Remedy Administrator.
Import and export AR System server objects and data.
Build AR System forms, fields, and menus to meet business data requirements.
Build AR System active links that automate system responses to user actions.
Build AR System filters that enforce business rules.
Build time-based escalations.
Package AR System forms into a local application.
Create a deployable application.
Manage log files.
Customize an application for the web.
Perform basic server administration tasks.

--
Jarl

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OT-Remedy - new server name

[Sanford, Claire]

My little Remedy world is changing.  I have always just had one server
for the database and the application.

Now I will have a database and an application server.

The database server will be called  dbremedy  Pretty normal.  

The application server will be called   remedy-mid01  Convert the 01 to
ol

How many of you get that one!?

Claire

Happy Monday!

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Re: OT-Remedy - new server name

[Sanford, Claire]

**



AND I did classify it as OT.  
 
I think they may change the name now that I brought it to their 
attention... darn!


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan 
PalmerSent: Monday, August 21, 2006 11:13 AMTo: 
arslist@ARSLIST.ORGSubject: Re: OT-Remedy - new server 
name
** lol ... at least we don't have to class this as Monday humor since 
it did have a core detail regarding legitimate servers !!
On 8/21/06, Rick Cook 
<[EMAIL PROTECTED]> wrote: 


  ** 
  
  Oh, be 
  honest now - if I hadn't said it, one of you eventually would 
  have!
  
  
  
  
  
  Rick 

  
  From: Action Request System discussion 
  list(ARSList) [mailto:arslist@ARSLIST.ORG ] 
  On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: 
  Monday, August 21, 2006 7:58 AM
  To: arslist@ARSLIST.ORGSubject: Re: OT-Remedy - new 
  server name 
  
  
  ** 
  Rick: 
  OUCH! 
  This is actually turning out to be painful! 
  James M.   
  -Original Message- From: 
  Action Request System discussion list(ARSList) [ 
  mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, August 21, 2006 7:56 AM To: arslist@ARSLIST.ORG 
  Subject: Re: OT-Remedy - new server name 
  Well, we can hope that the new server situation doesn't cramp 
  your style. 
  Rick 
  -Original Message- From: 
  Action Request System discussion list(ARSList) [ 
  mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Monday, August 21, 2006 7:55 AM To: arslist@ARSLIST.ORG 
  Subject: OT-Remedy - new server name 
  My little Remedy world is changing.  I have always just 
  had one server for the database and the application. 
  Now I will have a database and an application server. 
  
  The database server will be 
  called  dbremedy  
  Pretty normal.  
  The application server will be called   
  remedy-mid01  Convert the 01 to ol 
  How many of you get that one!? 
  Claire 
  Happy Monday! 
   
  ___ UNSUBSCRIBE or access ARSlist 
  Archives at http://www.wwrug.org 

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  it___
  
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  submitted with HTML in it___ 
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posting was submitted with HTML in it___ 
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HelpDesk 6.x - CMDB

[Sanford, Claire]

Are any of you out there using the Help Desk package and struggling with
the way they have changed the Asset Tracking part of the package to the
CMDB?

What did you do to work around it or to use your old data in the new
format???

We track 4 major things.

PC
Scanner
Monitor
Printer

We don't need all of the other fluff and stuff.

ARS 6.3
HD 6.0
Oracle
Win2003

Thank you!

Claire

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Re: EMP: Senior Remedy Developer available

[Sanford, Claire]

**



S don't tell Phil! 
 
I may tell my manager I need some help with my upgrade just to get 
Rick's help and input!  HUGE 
mistake letting him go from any organization!  A competitor would be smart 
to grab him quick!
 
You can't get that kind of knowledge and skill in a new hire or 
junior level developer!
 
I want to be Rick when I grow up :)


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
CookSent: Thursday, August 24, 2006 10:03 AMTo: 
arslist@ARSLIST.ORGSubject: Re: EMP: Senior Remedy Developer 
available
** 
And I can write more gooder than Pat, too!  ;-)
 
Seriously, thanks, buddy.  With support like this, I'll land 
on my feet, I'm sure.
 
Rick 
On 8/24/06, patrick 
zandi <[EMAIL PROTECTED]> 
wrote: 
Anyone 
  Who does not take up Rick in there Organization and can is Foolish..He is 
  Awesome / and Faithful / Consistant / and a Flat Hard Worker. He is even a 
  MVP on the ARSList !On 8/23/06, Rick Cook <[EMAIL PROTECTED]> wrote:> 
  **> Senior Remedy Developer/Architect and (soon to be former) RAC 
  available for > Remedy development and/or consulting 
  work.>> I have almost 10 years experience developing, 
  maintaining, and migrating> applications in Remedy, both as an employee 
  and a consultant.  My experience > with Remedy software is 
  with versions 2.1 through 7.0 of ARS, and versions> 3.0 through 7.0 of 
  the ITSM suite.  I have some integration experience, as> well 
  as some exposure to other ITSM platforms.  I wish to continue 
  working > primarily with Remedy products.>> I also have 
  experience doing pre-sales, testing, training, and project> management, 
  and communicate well, both in person and in writing.  I am 
  ITIL> Foundation certified (through BMC), and experienced in working 
  independently > or as part of a team.  I have worked at 
  companies of all sizes, from a few> employees to Fortune 100 
  firms.>> I am available immediately for work as either W-2 or 
  1099, though I would> prefer to work as a consultant either 
  way.  I have no desire to relocate > from Seattle, but am 
  willing to travel up to 50% (West coast preferred), and> am willing and 
  able to work remotely from Seattle.>> Please contact me at [EMAIL PROTECTED] , or call me at 
  253-278-4112 if you> would like to talk about 
  opportunities.  I will also be at BMC User World> next week, 
  and can be contacted in person while there.>> My resume is 
  available on request, as are references. >> Rick Cook> 
  Senior Remedy> Consultant__20060125___This posting 
  was> submitted with HTML in it___--Patrick 
  Zandi___ 
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OT- WAS - RE EMP Senior Remedy Developer available

[Sanford, Claire]

I don't know what you are talking about Phil... I never called Rick...
Or contacted him or anything... Really... 

Yeah, I'll miss you guys too! Have fun, drink a few shots for me and
make sure Kim (mis)Behaves! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Thursday, August 24, 2006 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: EMP: Senior Remedy Developer available

Sorry, Claire.  I already spoke to him yesterday to see what his
workload is...looks like his plate is filling up fast!(not surprised).

We sure will miss you next week :-(  

PS - He said he will definitely be sporting a Hawaiian shirt so it looks
like Dan will have some competition and not just from me!

Cheers,

Phil Bautista
President / CEO
Bull Creek Data Corporation
www.bullcreek.com
Remedy Approved Consultant (RAC)
512-731-0304
-Original message-----
From: "Sanford, Claire" [EMAIL PROTECTED]
Date: Thu, 24 Aug 2006 12:12:50 -0400
To: arslist@ARSLIST.ORG
Subject: Re: EMP: Senior Remedy Developer available

:-) S don't tell Phil! 
:-)  
:-) I may tell my manager I need some help with my upgrade just to get
:-) Rick's help and input!  HUGE mistake letting him go from any
:-) organization!  A competitor would be smart to grab him quick!
:-)  
:-) You can't get that kind of knowledge and skill in a new hire or
junior
:-) level developer!
:-)  
:-) I want to be Rick when I grow up :)
:-) 
:-) 
:-) 
:-) From: Action Request System discussion list(ARSList)
:-) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
:-) Sent: Thursday, August 24, 2006 10:03 AM
:-) To: arslist@ARSLIST.ORG
:-) Subject: Re: EMP: Senior Remedy Developer available
:-) 
:-) 
:-) ** 
:-) And I can write more gooder than Pat, too!  ;-)
:-)  
:-) Seriously, thanks, buddy.  With support like this, I'll land on my
feet,
:-) I'm sure.
:-)  
:-) Rick
:-)  
:-) On 8/24/06, patrick zandi <[EMAIL PROTECTED]> wrote: 
:-) 
:-) Anyone Who does not take up Rick in there Organization and can
:-) is Foolish..
:-) He is Awesome / and Faithful / Consistant / and a Flat Hard
:-) Worker. 
:-) He is even a MVP on the ARSList !
:-) 
:-) 
:-) On 8/23/06, Rick Cook <[EMAIL PROTECTED]> wrote:
:-) > **
:-) > Senior Remedy Developer/Architect and (soon to be former) RAC
:-) available for 
:-) > Remedy development and/or consulting work.
:-) >
:-) > I have almost 10 years experience developing, maintaining, and
:-) migrating
:-) > applications in Remedy, both as an employee and a consultant.
:-) My experience 
:-) > with Remedy software is with versions 2.1 through 7.0 of ARS,
:-) and versions
:-) > 3.0 through 7.0 of the ITSM suite.  I have some integration
:-) experience, as
:-) > well as some exposure to other ITSM platforms.  I wish to
:-) continue working 
:-) > primarily with Remedy products.
:-) >
:-) > I also have experience doing pre-sales, testing, training, and
:-) project
:-) > management, and communicate well, both in person and in
:-) writing.  I am ITIL
:-) > Foundation certified (through BMC), and experienced in working
:-) independently 
:-) > or as part of a team.  I have worked at companies of all
:-) sizes, from a few
:-) > employees to Fortune 100 firms.
:-) >
:-) > I am available immediately for work as either W-2 or 1099,
:-) though I would
:-) > prefer to work as a consultant either way.  I have no desire
:-) to relocate 
:-) > from Seattle, but am willing to travel up to 50% (West coast
:-) preferred), and
:-) > am willing and able to work remotely from Seattle.
:-) >
:-) > Please contact me at [EMAIL PROTECTED] , or call me at
:-) 253-278-4112 if you
:-) > would like to talk about opportunities.  I will also be at BMC
:-) User World
:-) > next week, and can be contacted in person while there.
:-) >
:-) > My resume is available on request, as are references. 
:-) >
:-) > Rick Cook
:-) > Senior Remedy
:-) > Consultant__20060125___This posting was
:-) > submitted with HTML in it___
:-) 
:-) 
:-) --
:-) Patrick Zandi
:-) 
:-) 
:-)

:-) ___ 
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:-) 
:-) 
:-) 
:-) __20060125___This posting was submitted with
HTML in
:-) it___ 
:-) 
:-)

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:-) 


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OT - Where is everybody?

[Sanford, Claire]

Title: RE: Where is everybody?
**



Actually Vernor's Ginger Ale with a shot of Gin!  
Yum!
 
Or a nice cold Dr. Pepper!
 
C


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Tuesday, August 29, 2006 12:02 
PMTo: arslist@ARSLIST.ORGSubject: Re: Where is 
everybody?
** 

Wouldn't you like to knowActually Reed's Root Beer.  
Nice and good. 
James McKenzie L-3 GSI   
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
arslist Sent: Tuesday, August 29, 2006 9:36 AM 
To: arslist@ARSLIST.ORG Subject: Re: 
Where is everybody? 
What kind of beer? 
On Tue, August 29, 2006 11:26, McKenzie, James J C-E LCMC 
HQISEC/L3 wrote: > Burp! > > > At least 
the beer was good > > > No, we are being unusually quiet until 
tomorrow evening > > > James McKenzie > L-3 GSI > > > > 
_ > > > From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Rick cook > Sent: Tuesday, August 29, 2006 9:25 
AM > To: arslist@ARSLIST.ORG > Subject: OT: Where is everybody? > 
> > > 
** > > > Is this a list or an oil painting?  I know that everyone isn't 
at RUG. > > 
> Did the list server throw a big party as soon as Dan left, 
and now > it's too hung over to get up? 
> > > > Rick > > > 
__20060125___This posting was submitted with HTML 
> in it___ > 
> 
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> > 
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Re: Ok I have a question.

[Sanford, Claire]

Title: RE: Ok I have a question.
**



Yeah!  I agree with Bob!
 
 
Me Too!
 
C


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of 
BobSent: Tuesday, August 29, 2006 12:09 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Ok I have a 
question.
** 




For one ticket?  I 
mean, 1 out of how many thousand per month?  Is anyone going to miss 1 
ticket?  I think that the most I would do is retype the thing.  If I 
wanted to be really clever I would create an import record by hand and then 
import it, which would allow you to set the record ID and the date(s).  But 
I wouldn’t touch a backup for just 1 ticket.
 




From: Action 
Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC 
HQISEC/L3Sent: Tuesday, August 
29, 2006 1:03 PMTo: 
arslist@ARSLIST.ORGSubject: 
Re: Ok I have a question.
 
Dan:   Do you have a development machine or a machine where you 
can throw the database backup onto?   James McKenzie L-3 GSI   
 
From: 
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Dan Caissie Sent: 
Tuesday, August 29, 2006 9:46 AM To: arslist@ARSLIST.ORG Subject: Ok I have a 
question. 
 
** 

Since it's 
so slow here I have a question. 
I'm trying 
to restore a help desk record that somehow got deleted. 
What would 
the best way to do this? 
I do have a 
copy of an earlier back-up of the database. 
 
Windows 
Server, SLQ 2000, AR Server 6.03 patch 005 
 
Thanks, 
 
 
Dan 
Caissie 
Remedy 
Administrator / Developer 
United 
Natural Foods, Inc 
 
__20060125___This posting was 
submitted with HTML in it___ __20060125___This posting was 
submitted with HTML in 
it_20060125___This posting was 
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submitted with HTML in it___
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Remedy Asset Tracking in HD 6

[Sanford, Claire]

Would some kind soul out there that IS working today, please send me the
list of the Status' on the Asset Record.

I need it kinda quick...

Thank you!

Claire

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Re: OT - Where is everybody?

[Sanford, Claire]

Title: RE: Where is everybody?
**



Yeah!  I can get it at one grocery store here!   It 
comes in little glass bottles!


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick 
WSent: Tuesday, August 29, 2006 12:59 PMTo: 
arslist@ARSLIST.ORGSubject: Re: OT - Where is 
everybody?
** 

The "Real" Dr. Pepper (made with pure cane sugar from 
Dublin TX)


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, 
ClaireSent: Tuesday, August 29, 2006 12:31 PMTo: 
arslist@ARSLIST.ORGSubject: OT - Where is 
everybody?
** 

Actually Vernor's Ginger Ale with a shot of Gin!  
Yum!
 
Or a nice cold Dr. Pepper!
 
C


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Tuesday, August 29, 2006 12:02 
PMTo: arslist@ARSLIST.ORGSubject: Re: Where is 
everybody?
** 

Wouldn't you like to knowActually Reed's Root Beer.  
Nice and good. 
James McKenzie L-3 GSI   
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
arslist Sent: Tuesday, August 29, 2006 9:36 AM 
To: arslist@ARSLIST.ORG Subject: Re: 
Where is everybody? 
What kind of beer? 
On Tue, August 29, 2006 11:26, McKenzie, James J C-E LCMC 
HQISEC/L3 wrote: > Burp! > > > At least 
the beer was good > > > No, we are being unusually quiet until 
tomorrow evening > > > James McKenzie > L-3 GSI > > > > 
_ > > > From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Rick cook > Sent: Tuesday, August 29, 2006 9:25 
AM > To: arslist@ARSLIST.ORG > Subject: OT: Where is everybody? > 
> > > 
** > > > Is this a list or an oil painting?  I know that everyone isn't 
at RUG. > > 
> Did the list server throw a big party as soon as Dan left, 
and now > it's too hung over to get up? 
> > > > Rick >  
 __20060125___This 
posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: Remedy Asset Tracking in HD 6

[Sanford, Claire]

Title: RE: Remedy Asset Tracking in HD 6
**



U James it was in the subject line  "Remedy Asset 
Tracking in HD 6"
 
Thank you thought!  I got it from 2 wonderful fast 
people!
 
Yippie!
 
Claire


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Tuesday, August 29, 2006 1:49 
PMTo: arslist@ARSLIST.ORGSubject: Re: Remedy Asset 
Tracking in HD 6
** 

Claire: 
ITSM version? 
James McKenzie L-3 GSI 
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Sanford, Claire Sent: Tuesday, August 29, 2006 10:42 
AM To: arslist@ARSLIST.ORG Subject: Remedy Asset Tracking in HD 6 
Would some kind soul out there that IS working today, please 
send me the list of the Status' on the Asset Record. 
I need it kinda quick... 
Thank you! 
Claire __20060125___This posting 
was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: OT - Where is everybody?

[Sanford, Claire]

Title: RE: OT - Where is everybody?
**



HEB  Central Market here, they charge  $4.99 for a 6 
pack of the little bottles.  


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J 
C-E LCMC HQISEC/L3Sent: Tuesday, August 29, 2006 1:54 
PMTo: arslist@ARSLIST.ORGSubject: Re: OT - Where is 
everybody?
** 

Claire:   It's called Trader Joe's out here and we have four in the city I live 
in   I can get good 
stuff from them at a realtively cheap price.   James McKenzie   
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Sanford, Claire Sent: Tuesday, August 29, 2006 11:06 
AM To: arslist@ARSLIST.ORG Subject: Re: OT - Where is everybody? 
** Yeah!  I can get it at one 
grocery store here!   It comes in little glass bottles! 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Grooms, Frederick W Sent: Tuesday, August 29, 2006 12:59 
PM To: arslist@ARSLIST.ORG Subject: Re: OT - Where is everybody? 
** The "Real" Dr. Pepper (made with pure 
cane sugar from Dublin TX) 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Sanford, Claire Sent: Tuesday, August 29, 2006 12:31 
PM To: arslist@ARSLIST.ORG Subject: OT - Where is everybody? 
** Actually Vernor's Ginger Ale with a 
shot of Gin!  Yum!   Or a nice cold Dr. Pepper!   
C 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
McKenzie, James J C-E LCMC HQISEC/L3
Sent: Tuesday, August 29, 2006 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Where is 
everybody? 
** 
Wouldn't you like to knowActually Reed's Root Beer.  
Nice and good. 
James McKenzie L-3 GSI   
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
arslist Sent: Tuesday, August 29, 2006 9:36 AM 
To: arslist@ARSLIST.ORG Subject: 
Re: Where is everybody? 
What kind of beer? 
On Tue, August 29, 2006 11:26, McKenzie, James J C-E LCMC 
HQISEC/L3 wrote: > Burp! > 
> > At least the beer was 
good > > 
> No, we are being unusually quiet until tomorrow 
evening > > 
> James McKenzie > L-3 GSI 
> > > > _ > 
> > From: Action Request 
System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Rick cook > Sent: Tuesday, August 29, 2006 9:25 AM 
> To: arslist@ARSLIST.ORG > Subject: OT: Where is everybody? > 
> > > ** > > 
> Is this a list or an oil painting?  I know 
that everyone isn't at RUG. > > > Did the list server throw a big party 
as soon as Dan left, and now > it's too hung over to 
get up? > > 
> > Rick 
__20060125___This posting was submitted with HTML 
in it___
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OT- Test

[Sanford, Claire]

**



You are very well connected!


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick 
cookSent: Tuesday, August 29, 2006 2:02 PMTo: 
arslist@ARSLIST.ORGSubject: OT: Test
** 




Testing 
connectivity__20060125___This 
posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: Hellllloooooo!!!!

[Sanford, Claire]

I'm not at BUG, But I'm not at work either!  I took 2 days off in protest  ;)
 
Claire
 
I don't know if cleaning out the garage is better than being at work.



From: Action Request System discussion list(ARSList) on behalf of Axton
Sent: Thu 8/31/2006 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Heloo



You two are not alone.

Axton

On 8/31/06, McKenzie, James J C-E LCMC HQISEC/L3
<[EMAIL PROTECTED]> wrote:
> **
> Fred:
>
> The people who normally post a lot are at BUW.  You and I are at work
> enjoying ourselves...
>
> James McKenzie
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: Thursday, August 31, 2006 10:54 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Heloo
>
>
> To: arslist@ARSLIST.ORG
> Subject: Re: Heloo
>
>
> **
> A bunch of us regulars are here.
> Does that mean that the ones at BUW are irregular?
>
> Fred
> 
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
> HQISEC/L3
> Sent: Thursday, August 31, 2006 11:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Heloo
>
> **
>
> Frank:
>
> Nope, I feel the love out here :-).
>
> It is very slow because the regulars are at BUW -(
>
> James McKenzie
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
> Sent: Thursday, August 31, 2006 8:32 AM
> To: arslist@ARSLIST.ORG
> Subject: OT: Heloo
>
> Does anybody else out there feel lonely this week???
>
>  __20060125___This posting was
> submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___

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Re: Xtreme Integration Tools (ESS)

[Sanford, Claire]

Wow!
 
I loved the Dashboard!!!
 
Claire



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Thursday, January 24, 2008 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Xtreme Integration Tools (ESS)


** 
Gidd,
 
I really like it. Is it tied only to ESS or can you "roll your own"
integration with current forms?
 
Nice job!

John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
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



 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gidd
Sent: Thursday, January 24, 2008 4:03 AM
To: arslist@arslist.org
Subject: ADV:Xtreme Integration Tools (ESS)
Importance: High


** 
Advertisement: 
 
Enterprise Service Suite @ Work
Xtreme Console - Xtreme Dashboard
 
Listers, looking for a Rich Internet Application (RIA) interface to
Remedy?
 
Rich Internet applications (RIA) are web applications
  that have the features
and functionality 

of traditional desktop applications
 . RIAs typically
transfer the processing necessary for the 
user interface   to
the web client   but keep the
bulk of the data (i.e., maintaining the state
  of the 
program, the data etc) back on the application server
 .
 

RIAs typically:
run in a web browser
 , or do not require software
installation
  

source:
http://en.wikipedia.org/wiki/Rich_Internet_application


__
 
Want to be able to access your application from a MAC and not care what
browser 
you are using?   Go ahead, Login and test our interface on your MAC !!
 
Would you like to have an RIA interface that does not require the
Mid-tier?

 
If you have time and would like to experience a truly rich
interface that does
not "look" like Remedy's, don't we all, then take a look at were
we are
Xtreme Console:
 
http://www.BuoyantSolutions.net/Xtreme
 
 
Login: Mary McDonald
 
PW: us05gtst802unp

Oops, almost forgot... take a look at our Xtreme Dashboard integration
using our
own customized RIA at:

 
http://www.BuoyantSolution.net/xtreme/Dashboard
 
 


Login: Mary McDonald
 
PW: us05gtst802unp

 
BTW: Our solution is driven by XML Gateway from Java System Solutions,
which by the way is blazing fast !!  Check out their solutions at:
 

http://www.javasystemsolutions.com/jss/
 

 
Interesting to note, all of our Xtreme integration solutions are now
bundled with our
ESS solution offers !! 
 
Anyone looking for this kind of "simplified requester" console ?  
 
 
 
Regards...Gidd 

 

Glidden L. Calden 
BUOYANT SOLUTIONS, INC. 
  "Keeping business afloat 
   ...in a Sea of Solutions" 

 

 

Office   ( 916.334.0599

Web  8  http://www.buoyantsolutions.net
  
E-mail   + mailto:[EMAIL PROTECTED] 


 

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
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Re: Email engine (6.03, Solaris8, Oracle9)

[Sanford, Claire]

In case I am missing something... Don't you need the field ID numbers
along with the names?? 

> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Wednesday, January 30, 2008 5:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email engine (6.03, Solaris8, Oracle9)

Hi Ray,

In order for Remedy to parse the incoming messages you need to set the
"Email Action" field on the AR System Email Mailbox Configuration form
record for the Incoming mailbox to "Parse".

Also, you would need to restart the email engine to read any
configuration changes you made to the Mailbox Configuration form; and
you would need to re-submit the emails you send in earlier.

hth,

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On Jan 29, 2008 10:53 PM, Ray Gellenbeck <[EMAIL PROTECTED]>
wrote:
> **
>
>
> We've not had to use email for incoming requests in the past, so bear
with a faily new (and hopefully simple) question.  We are now using the
email output from a different system and trying to automate the
ticket-creation process behind the scenes by parsing this email into a
ticket.  We had the other system's team alter their email output into
something Remedy Email Engine friendly, but still are having problems.
>
> I have a sample email message and am helping someone trying to get the
engine to create a new record in the target table.  Right now, messages
just come into the Ar System Email Messages table and nothing else
happens.
>
> According to the docs, we should be able to create (or query) records
in existing tables (assuming we use the correct name), but when we
called "tech support" (if you can call it that these days), they tried
claiming you had to build filters to push data from the system table to
the destination (sigh...gotta love it when folks don't even read their
own manuals).
>
> I will include a sample message and if anyone can tell me what is
missing or configured wrong in the text, I'd appreciate it.  The
"sender" is another program, so I don't really need to use a template,
I'm sure all the info will be hard-coded directly in the message every
time.
>
> Two things...
>
> 1.  Yes, every required field will always be there, but I'm not
including them on this email sample.
>
> 2.  For brevity and confidentiality, field names are dumbed down and
just a few listed.  I'm looking for syntax/pattern help here...
>
> Finally, please submit replies to me directly at [EMAIL PROTECTED]
(as well as the list).  I don't normally use the email account I use for
ARSList.  Thanks in advance!
>
> ---sample email message below this line-
>
>
>
> X-Sender: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> From: <[EMAIL PROTECTED]>
>
> To: <[EMAIL PROTECTED]>
>
> Cc: <[EMAIL PROTECTED]>
>
> Subject: *CPLS*/BA/Barney Rubble/SREF-TEST-123456/UUP/ReqID
176833/Unclassified
>
> Date: Wed, 16 Jan 2008 06:14:45 -1000
>
> X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.4073
>
> Service Request eForm
>
> Update User Profile for Sherri Cath
>
>
>
> Schema: WhateverFormName
>
> Server: WhateverServerName01
>
> Login: fred.flintstone
>
> Password: bedrock
>
> Action: Submit
>
> !Submitter!: $USER$
>
> !Action!: Update
>
> !Action Object!: User Account
>
> !Submitted By!: Barney Rubble
>
> !AssignedToGroup!: SREF-TEST
>
> !CreatedByUID!: Robert Kim
>
> !CreateDate!: 1/16/2008
>
>
>
> -- ORDERING INFORMATION --
>
> !eForm ReqID!: 176833
>
> !Claimant!: SREF-TEST
>
> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No
>
>
>
> ---end of sample email message-
>
> 
Looking for last minute shopping deals? Find them fast with Yahoo!
Search.
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OT- Looking for someone from AFB in San Antonio

[Sanford, Claire]

Way back in 2001, My manager, director and I went on a site visit to an
AFB in San Antonio, to look at their Remedy installation.

I do not have their contact information and my director would like to
contact them again.

IF you are still out there in Remedy land and remember this visit.

Please email me!


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: Company Dropping Remedy

[Sanford, Claire]

Tim for King!   

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Thursday, February 07, 2008 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

I vote for that!  It would solve my dilemma for darn sure.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 07, 2008 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

Agreed, it's a framework. 

As you previously stated, you have many of your "internal business
procedures bound to the 5.6 applications and the customizations that
have been introduced over the lifetime of the product.  We've extended
the applications exhaustively in certain areas, and we can't simply
disband those processes and the functions on which different departments
that have come to rely".

But you're off the support matrix and if you don't upgrade, you can't
get official support for any issues you might have. You continue to pay
maintenance on a product that BMC won't help you maintain.

Forcing you to upgrade to something that you don't want and/or can't use
without major disruption and a complete overhaul of your established
business processes in order to stay in the support matrix is bad
business (IMHO). What happens? 
1) Like the original poster, the company determines that the upgrade is
just as painful as going to a completely new product. So they
re-evaluate and decide to dump Remedy for a competitor.
2) They decide to stay with what they have and live with an unsupported
application.
3) They endure the pain and upgrade anyway, complaining the entire time.

I think that the ITSM Suite 7.x is great for those companies that WANT
to make the jump from the 5.6 line and are willing to endure the pain
points you describe. It is also good form those companies that are
looking for a new application with a defined ITIL framework already
constructed for them.
I have a customer on the west coast in just that position. They are an
big company, but they've been doing support in 3 separate business units
using 3 separate homegrown apps. They want to merge their support units
and unite under a single application that had an ITIL framework. ITSM
7.x is great for them and they are happy to change in order to use it.

But for those companies that have gone the path of your company and do
not want to (or cannot) endure the pain should have an option too. 5.6
was the last of the "legacy" helpdesk lines before it shifted towards
what it is today. All BMC needs to do is re-work the 5.6 Suite (full
Helpdesk, Change Asset and SLA) WORKFLOW using the ARS 7.1 platform,
thus bringing it up to speed on a supported version. Since it's the full
version, I think it's ok for them to continue to require app licenses.
Call it "helpdesk something", give it a 7.1 rev and now you're back on
the support matrix and your upgrade pain points are greatly reduced. 

Additionally, they could make a scaled down version of it, like the 5.6
Helpdesk w/Change Tasking and Asset Tracking (I keep calling it Lite)
and let it run on plain ARS Fixed/Floating licenses. That becomes a good
product for those smaller companies that don't need or can't afford the
new ITSM Suite but still have a need for a solid product that is highly
scalable and adaptable.

Everybody is covered now. Is it really much more complicated than that
or am I missing the big picture?

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, February 07, 2008 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy

On the ITIL compliant app bit, ITIL is a framework.  We chose to
implement various aspects of ITIL that are not addressed in the ITSM 7
apps, we also chose to address certain pieces of the framework
differently via customizations to the 5.6 apps, which do not mesh so
well with the implementation path chosen for the ITSM 7 apps.  These are
the pain points for our upgrade path.

Axton Grams

On Feb 7, 2008 10:28 AM, Timothy Powell
<[EMAIL PROTECTED]> wrote:
> **
>
>
>
> I wasn't necessarily stating that BMC/Remedy focus on small- and 
> mid-sized customers to be its primary customer base. Rather, my point 
> was, why turn your back on that market all together? A company 
> shouldn't put all of its eggs in any basket, be it the small/mid or 
> enterprise basket. And they shouldn't focus on a single solution for
everybody's needs.
>
>
>
> One reason for BMC to continue supporting/developing smaller, more 
> customizable apps than th

OT - HelpDesk Lite (was Company Dropping Remedy)

[Sanford, Claire]

Some of you know this and most don't...  At one point in my life I was
extremely work obsessed.
 
I named my dog  Remey'd - He is a registered pharaoh hound, so that is
what is on his papers.
 
A few years later, I got him a little sister... in keeping with the
naming convention... I named and registered her as  Marimba
 
I am not renaming my dogs
 
Can you see me at the dog park calling... "Here Configuration Discovery
Express"



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, February 14, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Wasn't Service Desk Express formerly know as [...] Magic?
 
Yes.  Because the "Express" line now includes other products beyond the
original Magic offering,and to be more indicative of it's
small-to-mid-market target, the name was changed.  For example, the
Configuration Discovery Express product is based on the Enterprise
version of such (which itself used to be known as Marimba).
 
Some products, like Configuration Discovery Express, do enable a
customer to integrate with CMDB although it is not required.  This can
be used as a stepping stone in a migration to an Enterprise product,
such as the AR System based ITSM suite.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of arslist
Sent: Wednesday, February 13, 2008 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)


** 
David,
 
Wasn't Service Desk Express formerly know as that 
lesser product (not that you can call it that) known as Magic?
 
I notice that the glossy for it has the famous spider diagram
with CMDB in the middle, but since I am part of the Atrium/CMDB world,
I am not familiar with what Magic uses at this point?
 
Personally, I think the market would be better served with a Remedy
based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic,
but that is my personal opinion :-)
 
... Daniel
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: February 13, 2008 7:08 PM
To: arslist@ARSLIST.ORG
Subject: HelpDesk Lite (was: Company Dropping Remedy)


** 
> Why not develop and support two application lines? ITSM 7.x for the
deep pocket companies that might really need it and can afford it and a 
> "Helpdesk Lite" if you will, for the smaller and "mature" companies
that just need a solid app that's fully customizable and affordable?
 
FYI, this is what the ITSM Express (ITSMe) suite is intended to provide:
 
http://www.bmc.com/products/documents/32/18/83218/83218.pdf
BMC ITSM Express combines industry-leading products, designed to meet
the needs of the midsized business, into a modular IT service management
solution that provides:

*   
Incident and problem management

*   
Asset management and discovery

*   
Change and configuration management

*   
Performance and availability management

*   
Web access and identity management

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, February 07, 2008 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Company Dropping Remedy


** 

I wasn't necessarily stating that BMC/Remedy focus on small- and
mid-sized customers to be its primary customer base. Rather, my point
was, why turn your back on that market all together? A company shouldn't
put all of its eggs in any basket, be it the small/mid or enterprise
basket. And they shouldn't focus on a single solution for everybody's
needs.

 

One reason for BMC to continue supporting/developing smaller, more
customizable apps than the current 7.x ITSM Suite? As many posters have
stated, not everybody is ready for, nor wants a fully ITIL compliant
package like 7.x just for sake of being "ITIL compliant". Many customers
have very solid business processes that their current <7.x applicati

HD 6.0 - Task Items Not Moving to CHG Work Log

[Sanford, Claire]

Does anyone have any idea why some times when a Task ticket is updated,
the entry is copied to the CHG ticket's Work Log and other times it is
NOT copied to the CHG Work Log.

It doesn't happen often and there is no pattern that I can see.  I have
been unable to duplicate it.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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OT: - RANT - Identify Yourself Please (was: Interview questions)

[Sanford, Claire]

OK folks this is getting out of hand.  I understand the need to avoid
junk mail by not using your work email address...  but this completely
anonymous type of solicitation is way out of line.
 
If you are asking a question of the list - please put something
MEANINGFUL in the subject line  "Hey People"  or "Got a Question"
doesn't cut it!
 
If you are asking a question of the list - please have the courtesy of
identifying yourself and your Remedy environment.
 
ARS 6.3 Patch 18 
HD 6.0 
Oracle 10 w/9 libraries 
Oracle lives on a remote server 
Windows 2003 4 gig on app server and 8 gig on DB server 

 



Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System 


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Re: Scanners and barcodes

[Sanford, Claire]

The Remedy King of Barcode and Scanning is Phil Bautista-  bautista
at bullcreek.com



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Tuesday, February 26, 2008 12:05 PM
To: arslist@ARSLIST.ORG
Subject: Scanners and barcodes


** 

Good afternoon-

 

We would like to use barcodes and hand-held scanners to keep track of
assets and get the information into CMDB.  Has anyone here done anything
like this?

 

Thanks!

Chris Moore

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Re: UNSUBSCRIBE

[Sanford, Claire]

Susan like Pat Zandi can never leave us!!!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Thursday, March 06, 2008 7:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: UNSUBSCRIBE


** 
Susan,
 
I thought you were going to get off the list and my world was ending..
 
hbr


On Thu, Mar 6, 2008 at 6:37 PM, Susan Palmer <[EMAIL PROTECTED]>
wrote:


** Read the bottom of the email


On Thu, Mar 6, 2008 at 2:12 PM, Benitz, Tony : CO IR
<[EMAIL PROTECTED]> wrote:


How do I get off the list.  I am not doing Remedy any
longer and the there is a lot of action on this list.

Thanks.. Tony Benitz



From: Action Request System discussion list(ARSList) on
behalf of Thomas Bean
Sent: Thu 3/6/2008 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Pattern of $MENU$


**
Andy,
What search qualification do you have defined in the
menu attached to the character field?

--Thomas


   - Original Message -
   From: Mayfield, Andy L.

   Newsgroups: gmane.comp.crm.arsystem.general
   To: arslist@ARSLIST.ORG
   Sent: Thursday, March 06, 2008 1:58 PM
   Subject: Re: Pattern of $MENU$

   **

   I am confused now. I am using the same setup on
other fields with no problem, but for some reason on this form it
doesn't want to work.



   Andy L. Mayfield
   Sr. System Operation Specialist
   Alabama Power Company
   Office: 205-226-1805
   Cell: 205-288-9140
   SoLinc: 10*19140





   From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thomas Bean
   Sent: Thursday, March 06, 2008 1:15 PM
   To: arslist@ARSLIST.ORG
   Subject: Re: Pattern of $MENU$



   $MENU$ patterns below version will work in
earlier versions of ARS, but not if the search qualification defined in
the search menu contains a dynamic field reference.



   e.g.:

   'Equipment Category' = $536870913$



   There was a workaround for this, however (see
attached).



   This workaround should still be valid on later
versions of ARS.  However, it would be MUCH simpler to follow Joe's
suggestion, and change the display type to 'Drop-Down List' in the
display properties of the character field to which the search menu is
attached (unless for some reason you don't want the character field to
look like a selection field).



   HTH,



   --Thomas



   - Original Message -

   From: Joe D'Souza


   Newsgroups:
gmane.comp.crm.arsystem.general

   To: arslist@ARSLIST.ORG

   Sent: Wednesday, March 05, 2008 9:17 PM

   Subject: Re: Pattern of $MENU$



   **

   Andy,



   If you hare having the field patterned
using $MENU$, why do you type into it or let your users type into it?
Can't you just have the character field displayed as a drop-list and
have the users forced to use the menus? That's an available feature in
ARS version 6.3 upwards.. That would be clean and you would get what you
want to do...



   If you are below version 6, and somewhere
close to version 4.5, there

Command Line / Run Process Help

[Sanford, Claire]

I am trying to create "Run Process"  command line for arimport.  I
ultimately want this to run from an escalation in the middle of the
night.
 
Each time I try it I get a syntax error.
 
Can someone please tell me what I've got wrong???  Where I have
"checkin" I am using real information.  
 
cmd E:\Program Files\ARSystem\Admin\arimport.exe -u  -p
 -m  -d  -l



ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]



 

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Re: Command Line / Run Process Help

[Sanford, Claire]

This is what I have so far and I still get the syntax error.

arimportcmd -x  -u  -p  -m 
-d < E:\checkin$\> -l  -o  -f
 

"The syntax of the command is incorrect." is what I get when I try to
run this.  


arimportcmd -x  -u  -p  -m
 -d < E:\DIRECTORY\> -l  -o
 -f  


I can't believe this is the first time in 8 years of Remedy that I have
had to create one of these. Maybe I've been lucky! I'm just not getting
it.  


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Friday, March 14, 2008 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Command Line / Run Process Help

I'm not sure about your syntax error, but I would recommend a few
changes to
your command line.  
*There is a specific version of the import tool intended to be used from
the
commandline, it's typically called arimportcmd, I would recommend using
that
instead.  
* I would also recommend not using spaces in your command line, so turn
'Program Files' into 'Progra~1'
* and I would say you want to do a cmd /c not just a cmd, because the /c
tells the command processor to run the command after it, and then exit,
whereas you may end up with numerous cmd processors running in the
background on your server.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Friday, March 14, 2008 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Command Line / Run Process Help

I am trying to create "Run Process"  command line for arimport.  I
ultimately want this to run from an escalation in the middle of the
night.
 
Each time I try it I get a syntax error.
 
Can someone please tell me what I've got wrong???  Where I have
"checkin" I
am using real information.  
 
cmd E:\Program Files\ARSystem\Admin\arimport.exe -u  -p

-m  -d  -l 


ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]



 



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Re: How to Index HPD:HelpDesk

[Sanford, Claire]

A word of caution, from personal experience, deleting any of the
existing HPD:Helpdesk indexes may cause you some performance issues.
Especially if your users use the canned reports.
 
Our DBA decided he was going to "help us out" last year and deleted the
indexes on the oracle side and built ones he thought we should have.
Remedy still thought "it's" the indexes were there and everything slowed
to a crawl.  
 
OTB there should be 5 or 6 indexes.  I have added 5 of my own without
out causing any problems in performance.  I created them via the Admin
tool.  
 



Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System 
Phone: 713 448 6035 
[EMAIL PROTECTED] 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steven Pataray
Sent: Tuesday, March 18, 2008 3:42 PM
To: arslist@ARSLIST.ORG
Subject: How to Index HPD:HelpDesk


** 

I've never tried indexing before. What is the proper proceedure to index
fields from the Admin tool? OTB the Category/Type/Item fields are
indexed. I want to remove those and add the Requester Login Name+,
Department, Create Time and Status fields. But when I save I get errors:

Failure during SQL operation to the database : ORA-01418: specified
index does not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified
index does not exist (ARERR 552).
Failure during SQL operation to the database : ORA-01418: specified
index does not exist (ARERR 552).
A duplicate index has been specified --
duplicate was omitted and indexes were created : 24005 (ARERR 74).

Then it says the form was not saved. When I try to first remove the
Category field from the index I get:

Total length of all fields involved in an index is greater than the
maximum length allowed (ARERR 210).
A duplicate index has been specified --
duplicate was omitted and indexes were created : 24005 (ARERR 74).
A duplicate index has been specified --
duplicate was omitted and indexes were created : 20003 (ARERR 74).

But then the Category field is removed from the index tab when I open
the form back up. What is this telling me?

I did this on my dev server Arsystem 6.3 patch 019 pending to do it on
my 6.3 patch 023
Oracle 10.1.0.4.0
HelpDesk 6.3

Thanks,

Steve

 
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HD 6 - Archiving from a Join Form

[Sanford, Claire]

Has anyone here archived records from the CMDB?  

We have a lot of entries in the AST:ComputerSystem form that we want to
archive.  Since it is a join form, how does that work?

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Mail Parsing Issue ars 6.3

[Sanford, Claire]

I have a filter that takes a piece of mail that is sent to the Remedy
mailbox and if it matches certain qualifications, sends the information
to my "transport" form.  From this form, I will eventually push the data
to a ticket for updating etc.

My problem is that the text of the email is pushed to the log field of
the ticket as: 

"1502;859;Email20065.txt"
"2027;860;Email31567.txt"
"179;155;Email52574.txt"

This is just a few of them.


Any ideas what this may mean or what I can do to change it to the text
of the body of the email?

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: Mail Parsing Issue ars 6.3 - Resolved

[Sanford, Claire]

Thank you Michiel!  That was exactly what was wrong.  The way the mailbox form 
is done, it was easy to select the wrong field name.


Claire


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Michiel Beijen
Sent: Tuesday, April 22, 2008 6:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mail Parsing Issue ars 6.3

** You have probably selected the wrong source field from the AR System Email 
Message form; this is actually what you would see if you push an attachment 
field to a character field.

Use the Plain Text Body field or the Rich Text Body field (do not know exact 
naming, please check in the Admin tool) for your filter push fields action.

Regards,

Michiel


On Tue, Apr 22, 2008 at 8:05 PM, 
Sanford, Claire <[EMAIL PROTECTED]> wrote:

I have a filter that takes a piece of mail that is sent to the Remedy
mailbox and if it matches certain qualifications, sends the information
to my "transport" form.  From this form, I will eventually push the data
to a ticket for updating etc.

My problem is that the text of the email is pushed to the log field of
the ticket as:

"1502;859;Email20065.txt"
"2027;860;Email31567.txt"
"179;155;Email52574.txt"

This is just a few of them.

Any ideas what this may mean or what I can do to change it to the text
of the body of the email?

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED] 

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OT - RE How to make a Production Server Up?

[Sanford, Claire]

Is this Friday humor early?

Can you give us a little more information?  

Did you break up with the server?  Making up is hard to do!
Did it leave you?

Was it an old version that felt unsupported?

Claire "PE.Sality.MO is killing me... no sleep in 28 hours" Sanford 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of AR_User
Sent: Thursday, April 24, 2008 8:48 AM
To: arslist@ARSLIST.ORG
Subject: How to make a Production Server Up?

Hello Friends,

Will you please tell me how to make a production server up? 

I don't know how to do this. What I need to take care of and is there
any
standard procedures?

Please help me...I'll be highly grateful to all of you...

Thank you very much...
-- 
View this message in context:
http://www.nabble.com/How-to-make-a-Production-Server-Up--tp16850458p168
50458.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Import into HPD:HelpDesk ARS 6.3

[Sanford, Claire]

Jamie,
 
If you can give us some more information about your environment and what
you are using for the automation, we can probably give you more
assistance.
 
an example would be"
 
ARS 6.3 Patch 18 
HD 6.0 
Oracle 10 w/9 libraries 
Oracle on a remote server 
Windows 2003 4 gig on app server and 8 gig on DB server 

 
Claire



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3


** 

Thanks for all your help and guidance on this, I'll try what you said
and see how it goes.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

Jamie,

Without knowing all of the ins and outs of your environment and exactly
what you are trying to do it's hard to say what the best route may be,
but if it were me, I would probably create a Display Only staging form
with just the fields that are being imported. I would have workflow that
executes On Merge to push the data from the staging form into the
HPD:HelpDesk form (as this will cause a submit and all workflow that
executes on submit will execute). There's many ways to skin this cat,
this is just one of them.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

No this is going to be an ongoing process. I'm still trying to figure
out the best way to do it, so all options are on the table. I think it's
obvious from my posts that I'm fairly new to Remedy. This is part of a
larger automation project that I'm working on and scripted creation of
Remedy profiles and tickets are part of it.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none
of the filter workflow associated with generating a help desk ticket
executes on merge, therefore, the SHR:ConsolidatedList form isn't going
to be populated. If this is going to be an ongoing process you will need
to modify some of the out-of-the-box filter workflow. If it's a one-time
thing you could, conceivable, find a way to trigger the push OR export
what you have imported and import that export into the
SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie <[EMAIL PROTECTED]>
wrote:

** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



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OT - Password Checking Problem

[Sanford, Claire]

The name says it all  I know... it is mean... but I didn't pick his
fake name!
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dummy DontKnow



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell
Sent: Thursday, May 15, 2008 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Password Checking Problem


** 

I'm sorry, but didn't you already ask this on Wed using the name/email
of: manjunath badiger [EMAIL PROTECTED]

 

And I saw a reply from Fred Grooms stating that in 6.3, it's a system
message specific to this function.

 

Tim

 

P.S.

Tip 1: You might want to pick one email account (preferably the one with
the real name in it) and use that one instead of multiple email
accounts.

Tip 2: Follow up to your original post instead of posting the same
question again, especially within such a short time frame.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of manjunath badiger
Sent: Wednesday, May 14, 2008 5:27 AM
To: arslist@ARSLIST.ORG
Subject: Password Checking Problem

 

** 

Hi,

I am using @@:Application-Confirm-Password  inorder to check
whether user's password is right.
When the password is not correct, it pops-up the following error
message:


"ARERR [4549] Confirming password is not valid for the current user
Set fields active link running a process failed (ARERR 1603)"


Althought i am trying to store this result in a result field. Now how
do i
prevent this pop-up...
My intent here is to avoid this pop-up and provide a customised error
mesg.

I am using remedy ARS 6.3 it works good for remedy 7.0

Please do let me know

 

"

 

Thanks

Manjunath

  



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Trimming a field

[Sanford, Claire]

I finally got my mail transition form working.  As a matter of fact it
works too well!  I need to delete everything from the  "-Original
Message-"  or the "From: Remedy" forward.

Any suggestions?

Below is a sample of the email that people send to the form:

I completed the survey again.
Thanks,
Donna

-Original Message-   
From: Remedy 
Sent: Friday, May 09, 2008 3:53 PM
To: Gill, Donna
Subject: Information Systems - Customer Satisfaction Survey - Case
(HD001542697)

Your service request for: " Customer states that the xp antivirus
program still keeps popping up and needs it removed  " has been
completed.   We would appreciate your feedback regarding the service
provided.   Please take a few moments to complete the ISD Customer
Service Survey at the link below.   Your feedback continues to be our
most important measure for determining your satisfaction and our
success. 

Please select this link  to complete the ISD Customer Service Survey.

Support Resource: Scott Mey
Support Team:   Desktop Solutions
Arrival Time:   5/5/2008 11:14:53 AM

Thank you,
The ISD Team

OR

Pager #19185



From: Remedy
Sent: Wed 5/14/2008 1:30 AM
To:


Any help would be appreciated!


ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: OT: BBQ tour

[Sanford, Claire]

Luling Bar-B-Q
709 E. Davis St.
Luling, Texas
(830) 875-3848

I drive there just to get their sausage!  They wrap it in brown paper
and if you eat there you sit at picnic tables that are huge and very
family style.

In Houston there are so many!  I would suggest Thelma's,  Pizzatola's
and the Hickory Pitt (I couldn't find a listing for the hickory pitt,
but I go there every week, so I'll go and get the address.  I know it is
on Hwy 6 South.  The have the best beef ribs!  You would think you were
eating a piece of steak it is so good!  

PIZZITOLA'S
1703 Shepherd Dr., (713) 227-2283


THELMA'S

1020 Live Oak St., (713) 228-2528

 
One of the best was Drexler's (Clyde Drexler's family) but it closed a
few years ago. 






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Parry
Sent: Friday, June 13, 2008 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: BBQ tour


** 
The state is not on your list but Good Wood in Utah is the best BBQ in
the state.
 
Rick

>>> Rick Cook <[EMAIL PROTECTED]> 6/13/2008 9:46 AM >>>
** My son just graduated from HS, and will leave for the Marines in
October.  Sometime between now and then, he and I are going to drive
cross-country on a BBQ tour.  We'll start and end in Seattle, but we
intend to hit all of the areas of the country famous for BBQ:  Texas,
Louisiana, the rest of the South, North Carolina, Memphis, Chicago, and
Kansas City.

We're still planning the specifics, and here's where all y'all come in:

I would love to know THE places to go in your part of the country
(assuming it's one I mentioned above - this will be almost entirely
SOUTH of the Mason-Dixon line) for outstanding BBQ, whether they're
famous or a hole-in-the-wall.  We'll stay away from big chains for the
most part (we have Famous Dave's up here), unless it is a local/regional
one with a good local reputation.

Thanks in advance for sharing!

Rick
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Re: Top 10 Reasons to Attend BMC User World

[Sanford, Claire]

My management has already made a big deal of letting me know without
telling me I am not going that education and travel were cut out of the
budget.  I may just send myself!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Wednesday, June 18, 2008 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Top 10 Reasons to Attend BMC User World


** 
Having lived in Miami, its not a hard call to make.
 
Can you say laissez le bon temps rouler
  .
 
Howard

 
On 6/18/08, T. Dee <[EMAIL PROTECTED]> wrote: 

That is a tough call, but I'm going to have to go with the
French Riviera :-)



On 6/18/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> ** It's either that, or go to the one in Nice, France, next
May!
> (Hmmm...Miami during hurricane season, French Riviera in late
> spring...hmmm...).
>
> Rick
>
> On Wed, Jun 18, 2008 at 7:08 AM, Pierson, Shawn
<[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> >
> > Here are a few more:
> >
> > * Talk to vendors that have other software and
services that may
> be useful for your implementation.
> >
> > * See demos of new products.
> >
> > * Get answers to technical questions from other
Remedy
> developers/administrators and the engineers from BMC.
> >
> > * See how other companies are using the products and
get ideas
> that I can apply at my company.
> >
> > * Take shortened classes to learn more, rather than
spending an
> entire week on just one topic.
> >
> > * Get ITIL certified (if you aren't already,
although you can
> probably do that cheaper at another place locally like I did.)
> >
> >
> >
> > I'm sure you can come up with more, but if you're trying to
justify going
> there to your boss you have to look at it from a financial
perspective.
> Perhaps there's a big project that would be saved money
because you would be
> able to implement it faster by attending the conference?
Perhaps there is
> some software you have a project to build, but can discover a
cheaper out of
> the box solution from a third party vendor you wouldn't
otherwise know about
> if you weren't at the conference?  Or, if you are generally
unhappy with the
> job and attending the conference would make you more likely to
keep working
> there, let them know that.  With the retirement of the baby
boomers
> starting, a lot of employers are freaking out over employee
retention and
> will make sure to do things like this to keep you around.
> >
> >
> >
> > Good luck,
> >
> >
> >
> > Shawn Pierson
> >
> >
> > From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
> > Sent: Wednesday, June 18, 2008 8:38 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Top 10 Reasons to Attend BMC User World
> >
> >
> >
> > **
> > If you were tasked to make a top 10 list - what would some
of your reasons
> be?
> >
> > Some of mine would be:
> >
> > Learn new useful tips
> > Learn things I could put into place right away
> > Learn more best practices for use of the software
> > Find out where BMC is heading with their software
> >
> > What about you?
> >
> > Regards,
> > Ben



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = [EMAIL PROTECTED]
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Re: Trying to Load Assets into CMDB/Asset Inventory

[Sanford, Claire]

I import them directly to the AST:ComputerSystem.  it does the push to
the other forms all on it's own.  

I make sure I set several of the hidden/background fields and it works
well.  

I did about 34K assets this way!

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis
Sent: Friday, June 20, 2008 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Trying to Load Assets into CMDB/Asset Inventory

We loaded our assets into the system.  It isn't easy but first import
into the BMC_CORE:BMC-BaseElement Form and then export out into an arx
file each Class ID -  So you may have BMC_CORE:BMC-Equipment,
ComputerSystem etc.  Then you import each individual one into
corresponding form - example Equipment goes into the
BMC_CORE:BMC_Equipment_ form and Printer go into the
BMC:CORE_BMC_Printer_ and BMC:CORE_BMC_HardwareSystemComponent_  Form.
Use the Update Existing Record when importing into this form.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Friday, June 20, 2008 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Trying to Load Assets into CMDB/Asset Inventory

Hi List,

I am hoping someone can help me out.   I am in the process of trying to 
load our Server Assets into Remedy Asset Inventory and into the CMDB.
We 
are running CMDB v 2.0 and our AR apps are v 7.0.1 patch 006, on Windows

2003 Server and MS SQL 2005.

I have a csv file listing out our server assets; I've loaded the data
from 
the csv into a custom form via the Remedy Import Tool.   I've then
created 
a Filter to "Push" the data from the custom form into the 
AST:ComputerSystem form.

I am receiving the following error message when the Filter fires:

The Product Categorization Tiers, Product Name and Manufacturer
combination 
is not valid.  Please use the menus provided for these fields to select 
this information. (ARERR 44901)

I did create the Categorization Tiers, Product Name and Manufacturer
fields 
on the custom form as Character fields and I am trying to "Push" the
data 
from these fields to the corresponding fields on AST:ComputerSystem.  I
am 
using the same Name Values for the above fields in the custom form that
are 
being used on the AST:ComputerSystem form.   So I thought that this
should 
work fine.

If I am reading the error right, I guess I should have created selection

fields instead of character ones on the custom form and use the same
Name 
Values for each field.  But I would have to think there must be an
easier 
way of getting this data into the system.

I noticed that the same fields in question are character fields on the 
BMC.Core:BMC_ComputerSystem - Join form.  Should I have the Filter
"Push" 
to this form instead of the AST:ComputerSystem form?   If I do "Push" to

the BMC form will I see the data in the AST form once the Reconciliation

Engine runs?

I've also recently downloaded the AIE product, should I be using that 
instead of the Import Tool & Filter process?

Any suggestions will be very helpful.

Thank you,
Lou


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Indexing Question

[Sanford, Claire]

We are using Oracle if that matters.  I don't think it does.

My question is specifically Remedy related.

I know that when you modify an index in Remedy via the admin tool, it
drops the old index and creates a new one.  Does it drop ALL of the old
indexes or JUST the one you are modifying?

I need to make sure I am clear on this.  We are experiencing some pretty
extreme slowness "all of a sudden".  I think that some indexes were
modified on the Oracle side.  Remedy won't necessarily see the new or
changed indexes unless they are created via the Admin tool.  Could this
be the problem?

We had 41 gigs of oracle trace files that the DBA deleted last week and
the problems seem to have started after that was done.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: Indexing Question

[Sanford, Claire]

I've read the KB entry, but have been told otherwise, so that was why I
asked the list.

He has created some indexes outside the admin tool which I think may be
the problem.  He has created them to make some views that were created
for some odbc reporting to run quickly. 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, July 11, 2008 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Indexing Question

Claire,

There is a knowledge base entry that states that all indexes are dropped
and recreated. So much for what I know.

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Friday, July 11, 2008 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Indexing Question

We are using Oracle if that matters.  I don't think it does.

My question is specifically Remedy related.

I know that when you modify an index in Remedy via the admin tool, it
drops the old index and creates a new one.  Does it drop ALL of the old
indexes or JUST the one you are modifying?

I need to make sure I am clear on this.  We are experiencing some pretty
extreme slowness "all of a sudden".  I think that some indexes were
modified on the Oracle side.  Remedy won't necessarily see the new or
changed indexes unless they are created via the Admin tool.  Could this
be the problem?

We had 41 gigs of oracle trace files that the DBA deleted last week and
the problems seem to have started after that was done.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]


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Filter Actions - Multiple Push Field Actions

[Sanford, Claire]

I may be going about this all wrong...

I have a transport form that takes an email sent to Remedy and then
pushes the information to the Ticket.  I have one Push action that
pushes some information to the ticket then a notify action and then
another push action. The and push action will only happen if the 1st
push action sets a field with a specific value. It is important that the
2nd push happens after the 1st push.  I know I can create 2 filters, but
want this to be as clean in terms of workflow as possible.

Can I have:

Push Fields
Notify
Push Fields


ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED]

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Re: Email Notifications

[Sanford, Claire]

One way to do this is to include the fields in the TEXT part of the
notification.  We do this and we send plain text email notifications.  


Case $Case ID+$ which you submitted is Pending - Resolution  If this
problem has been resolved to your satisfaction, do nothing.  If not,
please reply to this email.


Summary   :  $Summary$

Case ID+  :  $Case ID+$

Priority  :  $Priority$
Status:  $Status$
Arrived Date  :  $Arrival Time$
Orig Submitter:  $Orig Submitter$
Modified-date :  $Modified Time$
Last-modified-by  :  $Last-modified-by$

Requester ID+ :  $Requester ID+$
Requester Name+   :  $Requester Name+$
Phone :  $Phone Number$
Alt Contact   :  $Alt Contact$

Region:  $Region$
Site  :  $Site$
Department:  $Department$
Office:  $Office$
Location  :  $Location$

Category  :  $Category$
Type  :  $Type$
Item  :  $Item$

Group+:  $Assigned To Group+$
Assigned to   :  $Assigned To Individual+$

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Palmer
Sent: Thursday, July 17, 2008 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Email Notifications

I'm currently on Version 6.3 with a SQL database.  Is there a way to
control how the email notifications are formated?  When you include
specific fields you want to send in the notifications.  Can you control
the
order of those fields?  If so how?

Thanks,

Timothy Palmer

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