Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Drew Shuller]

This thread, BTW, is a perfect example of why the ARSList is such a helpful
and vital resource.

Drew Shuller

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Re: DISA STIG for Mongo DB (Fed Gov Environment)

[Drew Shuller]

If that's the only product that can be used, you may be able to get a
waiver.



On Jan 27, 2017 12:52 PM, "Rackley, James A CIV" 
wrote:

> **
>
> Listers,
>
>
>
> Greetings, all!
>
>
>
> As a warning, if you don't know what the acronyms DISA and STIG are, this
> discussion will likely give you a headache.  If you do know what they mean,
> you've likely had a headache for a very long time.   :D
>
>
>
> We're looking at an 8.1 to 9.1 upgrade of our environment and would like
> to use Smart/My IT. However, these apps require the installation of the
> Mongo DB product which has no DISA approved STIG.
>
>
>
> Because we have no control over DISA's timeline, we've now decided not to
> deploy Smart/My IT until we can get an approved STIG.  We are proceeding
> with what I've termed "Vanilla 9.1".
>
>
>
> Is anyone else out there in the Fed Gov space working on a Mongo DB STIG
> with DISA?  If so, I'd love to chat with you. Perhaps we can combine
> efforts/resources and get this thing moving.  Just as importantly, I don't
> want to waste resources if someone else is well into the process.
>
>
>
> Thanks in advance!
>
>
>
> Regards,
>
> Jim Rackley
> CGFIXIT (Remedy) Service Manager, ITILv3©
> USCG, C4ITSC, Business Operations Division
>
> Phone: (757) 628-4039
> Cell: (757) 609-0909
> "You can't help everyone. But everyone can help someone."
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Users not being released from server....

[Drew Shuller]

I seem to remember this problem but I can't remember what we did to fix it.

Maybe delete and recreate the User record?

Drew
Honduras


On Thu, Sep 3, 2015 at 9:02 AM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

**
ARS 6.3, ITSM 5.5
Oracle 10x
SunOS

I've got a strange one folks, not really sure how to approach it.

2 days ago, something funky happened to my database.  Not really sure what
it was, but the DBA was able to eventually restore it.

Anyhoo

Ever since then, I have 2 users (that I am aware of) who cannot log in
using the WUT (7.6.03) without first getting the












 "it appears that you are already logged into the system.
Would you like us to reset your account? (All reset requests will be tracked
and you will need to relogin)" message.


When I check the License console, they are not showing as logged in.
Additionally, if they click "Yes", it closes the client, but they continue
to get blocked with the message.  If, however, they just click the "x" on
the message window and go through this 3 times, they get in!


Remedy has been shut down and restarted on this machine twice, but they
continue to be blocked.  I considered using ARRELOAD, but I'm not sure that
will affect this situation.


Anybody have any ideas?








-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367


_ARSlist: "Where the Answers Are" and have been for 20 years_



-- 
Sent from MetroMail

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Re: In remembrance - Ziad Naddaf

[Drew Shuller]

Very very sad news. I worked with Ziad for a while in Tulsa. I don't think
I've ever worked with anyone more dedicated to his craft. He knew
everything there was to know about every aspect of making Remedy so what
it's supposed to do, and could do stuff in his head that I have to send
hours diagramming on paper. He was very much an inspiration.

Drew
Honduras

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Re: A simple question on Hardware Product Catalogs

[Drew Shuller]

Maybe the question should be does the Normalization functionality include
hardware as well as software items, and does it install with ITSM?

Drew Shuller
Soto Cano Air Base
Hondurast


On Tue, Feb 25, 2014 at 2:10 AM, Carl Wilson carlbwil...@gmail.com wrote:

 **

 Hi Terry,

 I believe you have answered your own question here, BMC provides ADDM
 which is their product for doing Hardware (and creating Categorizations).



 The sample data has around 400 rows of Hardware related entries (650+
 total), I think this is enough to get started as samples.

 Also, there is the BSM Enablement Data (CMDB XML) that will create CI's
 with the associated Categorizations (which you could then purge).


 --



 Kind Regards,



 *Carl Wilson*



 http://www.missingpiecessoftware.com/





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Terry Bootsma
 *Sent:* 25 February 2014 02:32

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: A simple question on Hardware Product Catalogs



 **

 Hi Carl:



 Yes, that is exactly the data that I am looking for.  However, I am
 looking for a more complete list.  It doesn't look like it exists.



 Perhaps an idea for a motivated entrepreneur. (or BMC ???.  Why would the
 BMC Atrium product list NOT include Hardware?   Hmmm...)



 Terry




 --

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Carl
 Wilson
 *Sent:* February-24-14 11:47 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: A simple question on Hardware Product Catalogs

 **

 Hi,

 The Sample Data for ITSM Data Loads has a spreadsheet for
 Product_Catalog that includes both Hardware and Software samples e.g.





 CI Type*

 Product Categorization Tier 1*

 Product Categorization Tier 2*

 Product Categorization Tier 3*

 Product Name

 Manufacturer

 Computer System

 Hardware

 Processing Unit

 Laptop

 VGN-TZ370N

 Sony

 Computer System

 Hardware

 Processing Unit

 Laptop





 Mainframe

 Hardware

 Processing Unit

 Mainframe





 Computer System

 Hardware

 Processing Unit

 Other Type of Processing Unit

 A/V System

 OEM

 Computer System

 Hardware

 Processing Unit

 Other Type of Processing Unit





 Computer System

 Hardware

 Processing Unit

 Server

 AIX LPAR

 IBM

 Computer System

 Hardware

 Processing Unit

 Server

 HP9000

 Hewlitt Packard

 Equipment

 Network

 Infrastructure

 Satellite





 Computer System

 Network

 Infrastructure

 VPN Concentrator





 Computer System

 Network

 Infrastructure

 Wireless Access Point





 Hardware System Component

 Network

 Modem

 Analog Telephone Modem





 Hardware System Component

 Network

 Modem

 Base Band Modem





 Hardware System Component

 Network

 Modem

 DSL Modem





 Hardware System Component

 Network

 Modem

 Fiber Optic Modem





 Hardware System Component

 Network

 Modem

 IDSN Modem





 Hardware System Component

 Network

 Modem

 Other Type of Modem





 Computer System

 Network

 Router

 Access Router

 1721

 Cisco

 Computer System

 Network

 Router

 Access Router

 2801

 Cisco

 Computer System

 Network

 Router

 Access Router

 2821

 Cisco





 Would this work?
 --



 Kind Regards,



 *Carl Wilson*



 http://www.missingpiecessoftware.com/



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *
 tboot...@objectpath.com
 *Sent:* 24 February 2014 16:15
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: A simple question on Hardware Product Catalogs



 **

 Thanks for responding Lisa.

 Yes, I am aware of the document you mentioned, but the key difference
 between this and what I am looking for is the Product Name,
 Model/Version, and Manufacturer attributes.  Like I said below, the BMC
 Atrium Product Catalog has this for software, but not hardware.



 Anyone else?



 Terry





 on Feb 24, 2014, *Kemes, Lisa A DLA CTR INFORMATION OPERATIONS* 
 lisa.kemes@dla.mil wrote:

 This pdf has always been helpful in guiding me to the correct CI to CMDB
 Classes...

 https://communities.bmc.com/docs/DOC-14530

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] On Behalf Of Terry
 Bootsma
 Sent: Friday, February 21, 2014 3:31 PM
 To: arslist@ARSLIST.ORG
 Subject: A simple question on Hardware Product Catalogs

 **
 Hello everyone:

 I have a relatively simple question which I am hoping to get answered.

 If I have an environment that does not include ADDM (at this time) and I
 want to have a pretty standardized list of hardware product catalog
 entries (ie. Routers, Servers, Manufacturer, with CTI, Product Name,
 Model/Version, Manufacturer) into my product catalog, where can I get
 such a list? As an example, this list would include the standard list

Re: ARS 6.3 import question

[Drew Shuller]

Warren, would it be possible to create three fields for the three bits of
information and then combine them into the real field using a filter?

Drew
SCAB
 Honduras


On Thu, Feb 20, 2014 at 8:45 AM, Warren R. Baltimore II 
warrenbaltim...@gmail.com wrote:

 **
 Thanks folks!  John, the quotes were added by excel.  I tried taking them
 out to see if that affected it, but no go

 Fred, I'll pull a .arx and see if I can't replicate it.

 Warren

 On Wed, Feb 19, 2014 at 5:18 PM, Reiser, John J john.j.rei...@lmco.comwrote:

 **

 Warren,

 Are the double quotes that you displayed actually in the cell? I would
 think they encapsulate the CR.



 Fred's idea is probably the best and not too hard to implement.



 Thank you,

 ---
 John J. Reiser
 Remedy Developer/Administrator

 Senior Software Development Analyst
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased
 by me



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W
 *Sent:* Wednesday, February 19, 2014 5:13 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* EXTERNAL: Re: ARS 6.3 import question



 **

 I would convert it to an ARX format



 The difference between CSV and ARX is not that great.  In ARX the line
 break is \n in the text.  The separator is a space instead of a comma.
 (and there is a couple of extra header lines)



 Fred







 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Warren
 R. Baltimore II
 *Sent:* Wednesday, February 19, 2014 4:08 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* ARS 6.3 import question



 **

 I have been batting this around for a bit.  I feel like I've done this
 before, but I can't seem to figure it out.



 I've got a .csv file that needs to be imported into remedy.  I'm using
 the arimport tool.



 It's a straightforward file with one exception.  One row has a line break
 in each entry.  It is VERY important that this be maintained in the exact
 same format it is being entered.



 For example, an entry may say:



 Functional  Role iPhone
  replace blackberry



 It must be placed into the field so that a check can be run against it in
 an attempt to find a previous entry.  The problem that I am having is that
 the import tool is treating the line break as the end of the entry.  It
 then jumps to the next line (replace blackberry) and attempts to treat it
 as a separate entry.



 Any ideas on how I can handle this.  I suspect that the .xml format is my
 answer, if so, any idea how I can (easily) convert the file?



 Thanks in advance!

 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367





 _ARSlist: Where the Answers Are and have been for 20 years_
  _ARSlist: Where the Answers Are and have been for 20 years_




 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367 _ARSlist: Where the Answers Are and have been for 20
 years_


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Re: Oklahoma City ITSM Groups/Forums

[Drew Shuller]

Hi Nathan. There was a Tulsa RUG for a while, put on by a giant oil and gas
company there. Ask your sales rep if they're still having those. Kelly
Deaver may also be able to provide some info.

Drew Shuller
SCAB Honduras


On Thu, Feb 20, 2014 at 1:44 PM, Nathan Aker nathan_a...@mcafee.com wrote:

 **

 Hey listers, is anyone aware of any ITSM related groups or forums in
 Oklahoma City area?   Historically I have attended a number of itSMF events
 at the Dallas LIG, but doesn't look like there is a LIG or any other ITSM
 related group around here that I can find.  Anyone know of any in the
 area?  Thanks.  Nate.



 *Nathan Aker*
 IT Service Management Team

 *McAfee*

   _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Workflow ideas

[Drew Shuller]

Hi David. You'll need a new form that will include the asset number and a
field for warranty end date. Load your assets into that, and do a real time
lookup from your HD form against the new form. That will tell you if the
asset is in warranty. For reporting, do a join, either with a Remedy join
form or a db join with a Remedy View form.

The first part can be done with multiple assets at one time, but that's out
of my reach.

Drew Shuller
SCAB
Honduras

-- 
Sent from MetroMail using my Nokia 920

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Identify an Incident record created from a Change Request

[Drew Shuller]

Good morning everyone. I've been trying to find a field on an Incident
record that would be populated when someone working with a Change Request
would move over to the Quick Action area of the Change and select Incident
from the Create Related Request menu.

The requirement is to find any Incidents that would be created from a CR,
querying only the Incident form. It seems like I've looked at 200 or so
fields (through the reporting tool) but I haven't found anything yet. Any
help? ITSM 7.6

Thanks in advance and have a great day!

Drew Shuller
Soto Cano Air Base
Honduras

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Re: Identify an Incident record created from a Change Request

[Drew Shuller]

Ahhh that's what I was afraid of. Thank you Tauf.

Drew

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Re: Identify an Incident record created from a Change Request

[Drew Shuller]

And Roger, didn't see that email!

Drew


On Mon, Nov 4, 2013 at 1:29 PM, Drew Shuller drew.shul...@gmail.com wrote:

 Ahhh that's what I was afraid of. Thank you Tauf.

 Drew


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Re: Customization

[Drew Shuller]

Absolutely. Your sales rep should be available for a conference call with
management. There are many, many instances where a salesperson can speak
the language of management, so that they can better understand what should
happen.

We had a sales rep named Aaron Duchak who answered every question and
fulfilled every request that we ever asked of him. If it wasn't in his
lane, he put us in contact with the right person. It was clear that he
understood that success on our end meant success for him also. He's not our
sales person any more...he got promoted to some kind of sales management
position, probably tripled his income.

My point is that it is in your sales rep's best interest to be very
receptive to this kind of request. And if he isn't, his boss would be.

Drew Shuller

Soto Cano Air Base, Honduras
On Oct 21, 2013 5:33 AM, richard@bwc.state.oh.us 
richard@bwc.state.oh.us wrote:

 **

 Just asking, but “why Doug” in these situations? Where is your local
 salesperson or technical person. Don’t

 you get periodic visits from them or have access to the regional tech
 person?


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ITSM Computer System Asset Form Primary Key

[Drew Shuller]

Good morning everyone. Could someone tell me what the primary key is on the
ITSM Asset Module Computer System form, for the BMC Asset dataset? Thank
you.

Drew Shuller
Soto Cano Air Base, Honduras

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Hub and Spoke Model, introduced in 8.0 or in 8.1?

[Drew Shuller]

Hi everyone. Was the Hub and Spoke deployment model introduced in ITSM 8 or
8.1?

Drew
Soto Cano Air Base
Palmerola, Honduras

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Re: BMC Customer Support

[Drew Shuller]

I've had really good luck the past few years when engaging our sales rep.
It may take a couple of days or so, but they can usually cut through some
red tape.

Drew
JTF-Bravo, Honduras


On Wed, Oct 2, 2013 at 11:28 AM, pritch pri...@ptd.net wrote:

 Two options I can think of ...

 At the bottom of their support emails there is usually a comment about
 contacting the support mgr.  Might need to go up one level at a time.

 If you have a sales or BMC rep you can try to get through via that avenue.

 and (since I try to put a bit of levity into everything) of course there
 is also mitt.rom...@baincapital.com

 - Original Message -
 From: Kathy Morris kathymorris...@aol.com
 To: arslist@ARSLIST.ORG
 Sent: Wednesday, October 2, 2013 12:10:01 PM
 Subject: Re: BMC Customer Support

 **


 We would prefer to have our SVP speak with BMC Sr. Management directly.



 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
 Sent: Wednesday, October 02, 2013 12:09 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Customer Support



 **

 Hi Kathy,



 Would you mind sharing BMC Support Ticket ID that you are dealing with BMC
 support, so that I can take it forward to BMC Support management.



 Thank you,

 Kiran




 From: Action Request System discussion list(ARSList) [ mailto:
 arslist@ARSLIST.ORG ] On Behalf Of Kathy Morris
 Sent: Wednesday, October 02, 2013 9:35 PM
 To: arslist@ARSLIST.ORG
 Subject: BMC Customer Support



 **

 Hi,



 Does anyone know who we can contact on a Sr. Management level at BMC
 regarding technical support?

 We are not happy at all with the level of support we are receiving.

 If you like, you contact me directly for any recommendations.



 _ARSlist: Where the Answers Are and have been for 20 years_

 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist:
 Where the Answers Are and have been for 20 years_


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Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)

[Drew Shuller]

Jittu, I'm a little confused with the first part of your query. Wouldn't
the Status History In Progress be greater than the Submit Date, making the
value in the parentheses a negative number?

Drew
Soto Cano Air Base
Palmerola, Honduras


On Tue, Jul 23, 2013 at 3:51 AM, Vyom Labs Support itsm.support@vyomlabs
.com wrote:

 **

 Hi,

 ** **

 We can run a web report qualification as 

  ( 'Submit Date' - 'Status*-History.In Progress.TIME'  )  = (12*60*60)
 AND ('Status*-History.Resolved.TIME' - 'Submit Date') =(48*60*60)  

 ** **

 here we will get the tickets which are resolved within 48 hrs and out of
 these which all are put in progress within 12 hrs.


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Re: ARS 6.3 - ITSM HelpDesk 6.0 on SQL Server 2008

[Drew Shuller]

Mac, you should be able to use 6.3 against a 2008 MSSQL server. Look into
changing the server compatibility level.

Drew
SCAB
Palmerola, Honduras

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Re: Running a Report from the User Tool using workflow - solved

[Drew Shuller]

Not only does the user need permissions to the form and fields that the
report is pulling from, but they must also have rights to the Report form.
I went one more step and made sure that the user had rights to the
attachment pool in the Report form, and to the attachment line itself. Once
I did that, the AL fired, ran over and got the report, did the select
statement for the fields in the report, and displayed the report on the
screen, which the user can print by pressing the print button.

Many many thanks to everyone that helped! The next step is to build a loop
so that the user can select mulitple table entries and hit the AL one time.
Any ideas to get me started on that?

Drew
JTF-Bravo
Honduras

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Re: 6.3 upgrade options?

[Drew Shuller]

Dave, this is an interesting thread because we're having the exact same
issues: 6.3 legacy app, upgraded ms db to 2008, upgraded server o/s to 2008
32-bit and ARS to 7.5, the user client to 7.5 and then to 7.6.04 running XP
SP3 compatibility.

Before the upgrade, certain user tools were crashing when a display-only
form ran workflow that presented the users with a dialog box that let them
choose which assignment group to show in a table on the form. That issue
was solved when we upgraded ARS and the user tool.

Other issues popped up where some workflow was causing the user tool to run
extremely slow for 15 minutes. It was intermittent but one person on the
help desk would experience this when setting up a ticket and selecting
certain menus. It was never the same and I never ran it down. Finally, it
cratered his pc. I attributed it to a combination between a tweaked DoD o/s
image and a p/c that was on it's way out anyway. As of now, he was the only
one experiencing the problem.

If you have the time, I would upgrade everything to something less ancient
:-), stopping at 7.6.04 if you must have the user too. Or...get everything
working on the mid-tier, which you'll have to do at some point in the
future anyway.

Sorry I can't solve your problems, but maybe this information will help in
some way.

Drew
JTB-Bravo Honduras

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Creating a new arerror.log file

[Drew Shuller]

Good afternoon everyone. Our arerror.log form is taking up a lot of space
and I'd like to start a new one. Would I stop the server, rename the
arrerror.log to .old, and then restart the server?

Drew
JTF-Bravo Honduras

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Re: Creating a new arerror.log file

[Drew Shuller]

Done. Thanks LJ!!

Drew


On Fri, Jun 7, 2013 at 1:09 PM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 No need to stop/restart.  Remedy doesn't actively have the file open, so
 all you need to do is rename it and a new one will be created next time
 it's needed.


 On Fri, Jun 7, 2013 at 1:07 PM, Drew Shuller drew.shul...@gmail.comwrote:

 **
 Good afternoon everyone. Our arerror.log form is taking up a lot of space
 and I'd like to start a new one. Would I stop the server, rename the
 arrerror.log to .old, and then restart the server?

 Drew
 JTF-Bravo Honduras
 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Running a Report from the User Tool using workflow

[Drew Shuller]

Hi Fred,

Yes, I have If No Requests Match Show Default Message enabled. But I'm not
getting that message.

I ran AL-SQL-API logs for both the Admin user and the regular user. 2 pages
for the admin user and 12 for the regular user, mostly from sql calls which
I think may be triggered by some filters, but I'm not sure why I think
that, because those sql statements start with  select a.active link, but no
ALs are shown, other than the one that is setting the external field and
running the report.

The big difference between the two logs is how the server is getting the
information it needs. The Admin user does:
GetListEntry, for the one record itself
GetListEntryWithFields where it's selecting the report record (I think)
GetEntryBlob selecting one field from the report
GetMultipleEntries, where it's selecting the fields included in the report
Then the second action of the AL runs, the Open Dialog part

The regular user does none of these. The log shows
EXP, on the form we're pulling the record from, where it does 10 pages of
select statements as described above, for active links and menus.
EXP again on the form we're pulling the record from, but apparently issues
no select statements
GetListEntry, for the one record itself
GetListSchema, saying that the schema changed since December 1969
Then the second action of the AL runs, but of course no open window action
is performed - there's nothing to open because the SQL statements are never
issued.

It would be interesting to know why the regular user logs different things
than the Admin user.

Drew
JTF-Bravo Honduras

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Re: Running a Report from the User Tool using workflow

[Drew Shuller]

Fred, thanks for the help. I'm a little embarrassed because I have EXTERNAL
workflow that I could have referenced. But it was late on Friday and
laziness had a lot to do with it. With your help, the report runs from a
selected record in a table that is in a Display-Only form.

Now the problem is that the actual Window Open portion of the AL only runs
for the Admin user. The first part of the AL, the external value set fields
runs for other users (I can see the EXTERNAL text being set in the field),
but the Open Window action doesn't run. I've tried three different roles.
Each runs the first part but not the second. Active link logs run for the
Admin user and the regular user are identical - the AL runs and both
actions run.

Things I've troubleshooted:
Report Server and port has been specified either in the Options on the
client user tool or in the User Prefs form.
Permissions on the form reported on
Permissions on the menu item
Permissions on the sub-menu item that runs the AL
Permissions on the field that the set-fields sets to
Permissions on the AL that runs the set fields and Open window action
Permissions on the report itself (in the Report form) set to nothing,
Public, and either of the two permissions Groups that the Roles are mapped
to, each at one time

Still, the Report window won't open for anyone other than the Admin user.
Any help? Anyone?



Drew
JTF-Bravo Honduras


On Fri, May 31, 2013 at 4:22 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 Wouldn't the EXTERNAL beEXTERNAL( '1'=$RequestID$ )

 Fred



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Re: Running a Report from the User Tool using workflow

[Drew Shuller]

Girish, thanks for the info. It sounds like you are describing
ITSM/Mid-tier, and I have neither. Passing the qualification to the Open
Window action is exactly where I'm getting confused. Maybe there's a
function or keyword that I'm missing that tells the AL to open the report
for the selected records?

Drew

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Re: Running a Report from the User Tool using workflow

[Drew Shuller]

Using EXTERNAL($RequestID$) but still coming up with no match and no
contents in the report. Any help?

Drew
Soto Cano Air Base


On Fri, May 31, 2013 at 7:58 AM, Drew Shuller drew.shul...@gmail.comwrote:

 Girish, thanks for the info. It sounds like you are describing
 ITSM/Mid-tier, and I have neither. Passing the qualification to the Open
 Window action is exactly where I'm getting confused. Maybe there's a
 function or keyword that I'm missing that tells the AL to open the report
 for the selected records?

 Drew


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Running a Report from the User Tool using workflow

[Drew Shuller]

Good morning everyone.

I designed a quick report for our techs where they can query for a record,
select it, click the Report button, select the report definition, and print
it. I had to put the report def on the PCs that need to run the report.

I would like to make this process more automated, where the user can select
a record, either from a table on a Display-only form that lists the user's
tickets, or from a query results list, or from the record itself, and click
a button that runs an AL that displays the report to the Screen in an Open
Window action.

I created a report in the Report Creator form and I selected this in the
Open Window action. The AL runs the report, but on one hand, I get a blank
screen when running it from a selected record, and on the other, when
running it from a dislpayed record, it runs and displays the report for all
records for that form.

How do I get the report to display only the record selected?

I'm doing this from a 7.5 user tool and right now, Crystal Reports or the
Web is not an option.

Drew Shuller
JTF-Bravo
Soto Cano Air Base
Honduras

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Re: Taking a database backup with ARServer running.

[Drew Shuller]

Wouldn't putting the AR Server in Admin Only mode stop any transactions to
the db? No one would be able to use the system, but it would take less time
that a reboot.

Drew
JTF-Bravo
Honduras


On Thu, Apr 11, 2013 at 7:19 AM, Longwing, Lj llongw...@usgs.gov wrote:

 **
 The only thing that should be 'in flight' during a backup would be data,
 and that is going to happen any time an online backup is done, but the
 application structure is 'consistent' by the fact that you aren't actively
 making changes to it, so no concerns from that point.


 On Thu, Apr 11, 2013 at 6:51 AM, team.rem...@libero.it 
 team.rem...@libero.it wrote:

 **

 I know that I can take the DB backup even if the ARServer is running.

 This isn't my question (I'm also the DBA, I know that I can and I know
 how to do this ).

 The matter is if I can consider the ARServer application consistent
 because it's running.




  Messaggio originale
 Da: mayurbw...@gmail.com
 Data: 11-apr-2013 14.47
 A: arslist@ARSLIST.ORG
 Ogg: Re: Taking a database backup with ARServer running.


 **

 BTW its DB activity and not AR. Remedy does not have inbuilt mechanism to
 backup underlying DB.

 sent using Galaxy Nexus
 On Apr 11, 2013 6:12 PM, Mayuresh Wagh mayurbw...@gmail.com wrote:

 You should be able to do that. It would be transparent to AR. Online
 backup is possible. Check with DBA.

 sent using Galaxy Nexus
 On Apr 11, 2013 2:29 PM, team.rem...@libero.it team.rem...@libero.it
 wrote:

 Hi All,
 Is there a remedy command that place the ARServer in a consistent
 state so i
 can freely backup the underlying database throught database native tools
 without the need of shutting down the ARServer?
 The goal is to take a database backup with application consistency
 having the
 ARServer uprunning, minimizing the downtime.
 Is there any way?

 Thanks in advance,
 Ale.


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  _ARSlist: Where the Answers Are and have been for 20 years_



 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_


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Re: Taking a database backup with ARServer running.

[Drew Shuller]

What about a clustered database? Could a backup be made of one of the db's
while it was shut down, leaving the other databases running. ARS wouldn't
know the difference. You would still have data sync problems.

Drew
Soto Cano Air Base
Honduras

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Re: OT: An unexpected fork in the road...

[Drew Shuller]

David, hopefully you're landing on your feet. Thanks for all the
contributions you made to the ARS List over the years, and good luck!

Drew
Soto Cano Air Base

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SSO/CAC on 7.5

[Drew Shuller]

Good afternoon everyone. I've been looking on the BMC website for
compatibility information for Atrium SSO. That's why I'm here now, asking
this question. :-)

Can SSO run on ARS 7.5, or does it start on 7.6.04?

Thanks a million.

Drew Shuller
JTF-Bravo Honduras

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Re: SSO/CAC on 7.5

[Drew Shuller]

Thank you Rjust.



On Tue, Mar 26, 2013 at 1:36 PM, Rjust rjust2...@aol.com wrote:

 7.6.04.

 Sent from my iPhone

 On Mar 26, 2013, at 3:30 PM, Drew Shuller drew.shul...@gmail.com wrote:

  ** Good afternoon everyone. I've been looking on the BMC website for
 compatibility information for Atrium SSO. That's why I'm here now, asking
 this question. :-)
 
  Can SSO run on ARS 7.5, or does it start on 7.6.04?
 
  Thanks a million.
 
  Drew Shuller
  JTF-Bravo Honduras
  _ARSlist: Where the Answers Are and have been for 20 years_


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Re: Email Messages Form Indexes?

[Drew Shuller]

After running combined SQL and API logs, Misi's suggestion was the one that
identified the problem. The Email Error Messages form has no indexes, so I
added one for the Email Message ID, which is in one of the queries that I
saw in the log file. Now even an unqualified search on the 3400 or so
records runs very fast. Then I set the table property to false as
suggested, just for good measure. And yes, there were a ton of records in
the Email Error Messages form that are taking up space in the db. Those
will be gone soon!

Thanks everyone for the help!

Drew Shuller
JTF-Bravo Honduras


On Wed, Feb 13, 2013 at 2:16 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi,

 The typical problem is too many records in the AR System Email Error Logs
 form.

 You can see this if it takes time to flip between records after you have
 performed the search. You can safely remove the refresh-on-entry-change for
 the table field that loads the Error Logs data to save time.

 If you look at the indexes, and almost anything related to the AR System
 Email
 forms, you will see that the person who built them had next to no clue on
 how
 to build Remedy applications ;-)

 Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)



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Email Messages Form Indexes?

[Drew Shuller]

Good morning! Could anyone confirm what indexes are OOB on the Email
Messages form?

AR Server 7.5 Patch 008, MS SQL 2008 DB

The first index contains 7 colums: Mailbox ID, Message Type, Priority, Send
Message, Parse Message, Message ID and Execute/Send at. Is this OOB?

The second index is one field, the Unique Identifier. The third one I just
created with one field, Create Date.

There are 3500 records in that form and an unqualified search is taking
over 30 seconds. A search on create-date = $DATE$ takes only slightly less
time.

Drew
Honduras

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Re: Garbled User tool screens

[Drew Shuller]

Hi Mary. As far as suggestion #1 from BMC Support...do they mean delete and
re-create the User Pref entry for that login?

Drew
JTF-Bravo, Honduras

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Re: Upgrade AR server 6.3 o/s to 2008

[Drew Shuller]

Hi Jason. To answer your question, we're about to switch over to ITSM after
the new year. Upgrading the 6.3 server is a band-aid to make sure that our
servers are DoD compliant. 7.5 is the first version that BMC says will run
on something greater than 2003.

Misi, I've never used your tools before, there would be a learning curve
for sure.

Drew

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Upgrade AR server 6.3 o/s to 2008

[Drew Shuller]

Good afternoon everyone! Time marches on and we need to upgrade the Windows
2003 operating system that our 6.3 Remedy system runs on. We need to
upgrade to a minimum of 2008 Enterprise. R2 would be nice.

I haven't found anything yet in the archives that says anyone is running a
6.3 server on Windows 2008. I'm apt to think that's not possible. It would
certainly make our lives easier if we could upgrade the o/s and presto,
we're in compliance. So if anyone has done this, please let me know.

Looking through the documentation for ARS versions after 6.3, there is no
information about what AR Server version will run on 2008 until version
7.5, where it says that ARS will run on 2003 *or higher. *The plan would be
to upgrade from 6.3 to 7.1, test, then upgrade from 7.1 to 7.5, test, and
then upgrade the o/s to 2008 and test again. Does this sound about right?
Thanks again for any and all help and suggestions.

Drew Shuller
Joint Task Force Bravo
Palmerola, Honduras

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Re: Multiple ARSystem databases on one database server

[Drew Shuller]

Good morning listers! As a follow-up, This operation actually went very
well. We re-created the existing db users before moving the database file
over. Our DBA said that the SQL server was set to automatically detect db
versions 80, 90, and 100, so we didn't have to issue any ALTER DATABASE
commands, and the AR Server and database had no trouble with the
database/instance line in ar.cfg. Moving the database file, at 53 Gigs or
so, took the longest time of everything we did.

Thanks LJ and Chris for the advice!

Drew
JTF-Bravo
Honduras

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Multiple ARSystem databases on one database server

[Drew Shuller]

Hello everyone,



There is plenty of documentation about moving an ARSystem database from one
database server to the other. But what do you need to do if that database
server already contains a database called ARSystem?

We are considering two options: either create a new instance so that we can
keep using the ARSystem name for both, or we rename that database, after
moving the database files over.

Is either option better than the other? Are there any showstoppers to doing
it one way or the other?


Database 1: SQL Server 2003, hosting the database for a custom Remedy 6.3
app

Database 2: SQL Server 2008, hosting the database for ARS and ITSM 8



Thanks for all replies.



Drew Shuller

JTF-Bravo, Honduras

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Re: Multiple ARSystem databases on one database server

[Drew Shuller]

Receiving conflicting advice from both Dr. Strauss and LJ means that either
way works just as well. Six one way, half a dozen the other. :-)

Assuming that I create a new instance (we're running a virtual server), I
would need to modify the af.cfg file so that the Sybase-Server-Name
contains both the database server name and the instance:

Sybase-Server-Name: SQLServer\MSSQLSERVERInstanceName

It seems like I've seen this before and it works, but I'm just checking.
The server will be able to find that instance?

Drew

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Re: Multiple ARSystem databases on one database server

[Drew Shuller]

The 6.3 ARSystem 2005 database may be incompatible with SQL 2008. Has
anyone ever had to use the ALTER DATABASE Compatibility Level statement or
the sp_dbcmptlevel procedure? What kind of gotchas are we looking at?

Drew

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ITSM Installer 8.0 Not Responding?

[Drew Shuller]

Good TGIF morning everyone. I did a clean ITSM apps install this morning on
a Windows 2008 R2 box and it seemed to run pretty fast. But now it looks
like it's hung at the Installation Complete section. It  says Task Progress
and Executing, there's like one box on the progress bar to go...maybe for
45 minutes now.

Is this thing hung up, should I cancel and start again, or should I wait it
out? What say you? :-)

Drew Shuller
JTF-Bravo, Honduras

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Re: ARS Wiki

[Drew Shuller]

Hi Warren. The Wiki takes some getting used to. I agree, it's painful, but
it's very useful.

I'll be reading something one day and then won't be able to find it a
couple of days later. And, they seem to be adding things as we go along. I
swear, there has been very useful information about 8.0 added in the last
two weeks, after I started the ITSM install process. Some of the 8.0
information still refers to 7.6.4, and sometimes the information isn't
where you would think it should be. I wish the website ran faster. I do
miss the Master Index.

But overall it's a good resource. You can add pages or entire sections to
your favorites section on the Dashboard, which is a lifesaver for me. You
can leave a comment on any particular page, which is a huge plus. You can
see the change history of a page. You can generate a pdf or Office document
of any page, or forward a page via email. So it's a living breathing set of
documents that BMC seems to be updating regularly.

Drew
JTF-Bravo, Honduras

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Re: ITSM Installer 8.0 Not Responding?

[Drew Shuller]

Thanks Patrick and Amit. I'm going to stop this install and install one app
at a time. Should have done it that way to begin!

Drew

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Re: ITSM Installer 8.0 Not Responding?

[Drew Shuller]

Thanks Ripu, I was just looking at that install log and was wondering if it
could be viewed live.

Drew

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Re: ITSM Installer 8.0 Not Responding?

[Drew Shuller]

Ripu, I restarted the install. Sorry for not being clear. If it hangs again
I'll re-post. Thanks again for the help!

Drew

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Home Page ARERR 623 - version 8

[Drew Shuller]

Good morning everyone.

On a newly installed ARS 8 system, using an IE 9 browser, I can't log in to
the AR Server Home page at http://servername:8080/arsys/home The browser
displays ARERR 623, Authentication failed. But I can log into the Admin
tool, no problem. The user is Demo, with the default password. The mid tier
is working, there's no problem getting into the Config tool.

The AR Server Settings page of the Config Tool shows that I have an AR
Server Admin Password. Should I just change this to the default Demo
password?

BMC support suggests that the Mid-Tier application password doesn't match
the password set in the AR System Application password. The pre-version 8
solution is to ensure that the AR Server Admin Password in the Cong Tool
matches the Mid-Tier Administrator Password in the Server Information page
in the User Tool, but I can't get there because there's no user tool any
more.

Does anyone think we're on the right track here? Would it help to use the
command line tool that lets you create an ar server user?

Drew
Soto Cano Air Base, Honduras

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Re: Home Page ARERR 623 - version 8

[Drew Shuller]

Hi vamsi. I was able to download and install a 7.6.04 user tool which
connected to the 8.0 server just fine, as far as the Server Information is
concerned. I changed both passwords to match and now Demo can login on a
web browswer. Thanks for the idea, I was very tempted to try that out.

Drew
JTF-Bravo

On Mon, Oct 29, 2012 at 11:31 AM, patchsk vamsi...@gmail.com wrote:

 ** I am not very familiar with version 8.0 yet, but once I was told that
 we can actually enter the passwords directly in the conf files.
 Never validate it though.
 So you may optionally try the following until you can hear something from
 BMC Support.

 Option1:
 Enter a decrypted manual  password in the Midtier properties file.
 Enter the same password in ar.conf file.

 Option2:
 If you have a working pre 8.0 environment copy the passwords form the
 midtier properties and ar.conf files and paste into your 8.0 environment.


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Re: ARS 8.0 Documentation

[Drew Shuller]

Thanks everyone for the help. Going back through the install prerequisites
(which the online docs did contain, btw), I realized that this particular
db instance was using a different port...doh! The install ran fine after
that...

Drew
JTF-B

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Re: JOB: Colorado Springs, CO

[Drew Shuller]

Maybe it's the other way around...maybe you've set the bar too high? :-)

Drew
JTFB

On Tue, Oct 23, 2012 at 10:20 AM, Longwing, LJ CTR MDA/IC 
lj.longwing@mda.mil wrote:

 Now, that may well be the case...I hadn't thought about how my poor
 reputation on the list might tarnish a prospective applicant's willingness
 to even apply.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Jason Miller
 Sent: Tuesday, October 23, 2012 10:17 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: JOB: Colorado Springs, CO

 ** Nobody wants to pick up after you :-Þ



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Re: ARS 8.0 Documentation

[Drew Shuller]

I've seen those comments also, and moderators have responded.

Some of the screenshots work, some of them are very, very blurry when you
click on them.

Drew
JTFB

On Tue, Oct 23, 2012 at 8:33 AM, patrick zandi remedy...@gmail.com wrote:

 ** I see it.. Add Comment..


 On Tue, Oct 23, 2012 at 10:30 AM, Jason Miller jason.mil...@gmail.comwrote:

 **

 I believe the documentation team is watching comments on the wiki pages.
 If there is a comment pointing out a correction or some missing info they
 will update the page.

 Jason



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ARS 8.0 Documentation

[Drew Shuller]

Good morning ARS Listers.

I take it that the ARS Server documentation format has changed from pdf
files to html. Or are pdf files still available?

I'm asking because the html documentation for installing the ARS Server is
a bit light, and it's referencing the install spreadsheet, which doesn't
seem to be matched up with the installer panels that I'm seeing. The
information there is a bit light as well.

We're getting hung up on the database panels. Is the installer creating the
ARSystem user, called ARAdmin, or am I supposed to create that user
beforehand? Furthermore, is there a way to specify that I may have created
the ARSystem database beforehand? How would the installer know I've done
that? We're also having problems where the installer doesn't seem to
recognize anything but the default instance, and only then when the
instance name is not included. Anything else, and the installer says that
that database is not recognized.

Drew Shuller
Soto Cano Air Base, Honduras

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BOXI needed for ITSM 8.0, 7.6.04

[Drew Shuller]

Good morning everyone. Can someone provide some clarification?

ITSM doesn't require BOXI to view the canned reports, but it is required if
you want to modify those reports or to create custom reports in Analytics?
Does this hold true for 8.0 also?

Drew
Soto Cano Air Base
Honduras

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Re: Object list information?

[Drew Shuller]

Nice!

On Fri, Sep 14, 2012 at 7:45 AM, Misi Mladoniczky m...@rrr.se wrote:


 I have created a lookup page for ITSM form names, aliases and entry-points:
 http://rrr.se/cgi/alias


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Re: Akamai and ARS 7.6.04 Client

[Drew Shuller]

Thank you Jason and David. I've been downloading a lot of files lately.
Can't wait for version 8!

Akamai sits there and contacts some IPs long after the downloads are
complete, which is kind of annoying to the CND folks.

Drew
JTF-Bravo
Honduras


On Thu, Sep 13, 2012 at 6:25 PM, Jason Miller jason.mil...@gmail.comwrote:

 **

 The download page uses Akamai and requires and install unless you choose
 the FTP option.

 Jason
 On Sep 13, 2012 2:40 PM, Easter, David david_eas...@bmc.com wrote:

 **

 The BMC Remedy AR System User client does not include nor have any direct
 association with Akamai Netsession Client.  If present on your systems, it
 was installed by some other entity besides the Remedy User Client installer.
 

 ** **

 -David J. Easter

 Manager of Product Management, AR System

 BSM  Atrium Solutions Management

 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:
 arslist@ARSLIST.ORG] *On Behalf Of *Drew Shuller
 *Sent:* Thursday, September 13, 2012 2:36 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Akamai and ARS 7.6.04 Client

 ** **

 ** Hello everyone. Can anyone tell me if the Akamai Netsession Client is
 associated with the 7.6.04 user tool? I just installed it and our intrusion
 system doesn't like it at all.

 What functionality would be lost if I uninstall Akami? Thanks in advance
 for the help!

 Drew Shuller
 JTF-Bravo
 Honduras
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ 
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Re: Atrium Integrator vs AIE

[Drew Shuller]

So the install documentation is wrong? I also understood that AI is only
available for CMDB classes.

Drew
JTF-Bravo

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Akamai and ARS 7.6.04 Client

[Drew Shuller]

Hello everyone. Can anyone tell me if the Akamai Netsession Client is
associated with the 7.6.04 user tool? I just installed it and our intrusion
system doesn't like it at all.

What functionality would be lost if I uninstall Akami? Thanks in advance
for the help!

Drew Shuller
JTF-Bravo
Honduras

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You have selected an incorrect 64-bit Java path

[Drew Shuller]

Good afternoon everyone. I'm running the ARS 7.6.04 installer on a Win 2008
server. I get to the panel where you select the Java path. I've tried
C:\Program Files\jre7 and C:\Program Files\jre7\bin (and the associated JDK
folders) and received the error message.

Then I uninstalled those and installed Java 6 32-bit, thinking that maybe I
need those instead, and tried C:\Program Files (x86)\jre6 and C:\Program
Files (x86)\jre6\bin.

None of these worked. Would there be a different directory to specify, or
do I need to add those folders to a PATH statement?

Thanks for the help!

Drew Shuller
JTFB Honduras

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Re: You have selected an incorrect 64-bit Java path

[Drew Shuller]

I reinstalled the 64 bit JDK and added JAVA_HOME C:\Progra~1\Java\jre7 to
the Environment Variables and re-ran the install. Setting the paths as

C:\Program Files\Java\jre7
C:\Program Files\Java\jdk1.7.0_07

I get more error messages: You have selected an incorrect 64-bit Java path.
Please select the correct Java path and continure, and The JRE and JDK must
be the same version.

This last part doesn't make any sense because the JDK installs the JRE. It
should be the same version. Any ideas?

Drew
Soto Cano Air Base, Honduras




On Wed, Sep 5, 2012 at 2:43 PM, Carl Wilson carlbwil...@gmail.com wrote:

 **

 Hi,

 for the 64 Bit JRE and JDK you choose the top level path, not the sub
 directories (not \bin etc)

 ** **

 e.g. C:\Program Files\Java\jdk1.6.0_25

 ** **

 Yes, these should be in the PATH environment variable so you can iterate
 through the sub directories.

 ** **

 Cheers

 Carl




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Re: You have selected an incorrect 64-bit Java path

[Drew Shuller]

We're on MS Server 2008.

I'll re-install version 6 and try again.

Drew


On Wed, Sep 5, 2012 at 4:37 PM, Pat Zandi remedy...@gmail.com wrote:

 **
 Is this Solaris ? The 64 bit jre path is. Path/jre/sprcv9 I believe. If I
 remember correctly.  Or.  Path/ bin/sparcv9.

 Sent from my iPhone



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Re: VM Processors, one or two?

[Drew Shuller]

Many thanks for all the responses everyone.

I'm going to ask my SA how many cores the processors have and we'll go from
there. BTW he's saying that adding or dropping CPUs after the fact may be
causing some bluescreens, so I'll lobby for two CPUs and 8 gigs of RAM.

Drew

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Re: VM Processors, one or two?

[Drew Shuller]

Thanks LJ. I'll bring that up as well.

On Fri, Jul 13, 2012 at 8:48 AM, Longwing, LJ CTR MDA/IC 
lj.longwing@mda.mil wrote:

 Shouldn't do it 'live' by any means...any time CPU is added/removed you
 should certainly shut down before that reconfig and then restart (sometimes
 twice) afterwards...so blue screens should NOT occur because it is not a
 'hot swap' scenario.



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VM Processors, one or two?

[Drew Shuller]

Good afternoon everyone. We're in the process of building a virtual server
for a very small ITSM/CMDB/ADDM installation. BMC's hardware docs state
that the server should have two processors. We're thinking that we can get
by with only one. Any thoughts?

Thank you in advance.

Drew Shuller
Remedy Admin/Developer
Soto Cano Air Base
Honduras

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Re: Transferring in-house 6.3 code to a 7.6.04 server

[Drew Shuller]

To add what JMD says, after making sure that you've transferred any
customizations of the core forms, import your Groups, Roles, and users.
Make sure your permissions are EXACTLY the same and you'll be ready to
import your objects and data.

Drew
Comayagua

On Tue, Apr 10, 2012 at 11:59 AM, Dee ddus...@aim.com wrote:

 David,

 I understand you going to 7.6x on solaris, but maybe you will see issue
 like, what we when thru.

 We when from 6.3p20 to 7.5.p4 on UNIX with 10g - custom service and change
 environment. As Joe pointed, if you have not  customized core forms:
 user:group, etc.. you  should be good but then you may get minor errors
 example the user form gave us a box 4 error, which made the installer fail.
 Basically delete the view (not the table) that is given the issue.

 We did this, copy your production to test, and run the upgrade work thru
 the
 kinks. Blow the test away again, do it again, to smooth out the process and
 steps. This way you can work with BMC on the issues.

 We found the installer failed many times,..

 we did a gradual, installing each component at a time, and work thru the
 errors.
 - ar servers
 - ardbc
 - area
 - fb
 - email engine
 (our MT is on a separate server).



 --
 View this message in context:
 http://ars-action-request-system.1093659.n2.nabble.com/Transferring-in-house-6-3-code-to-a-7-6-04-server-tp7453426p7453807.html
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.


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Re: Transferring in-house 6.3 code to a 7.6.04 server

[Drew Shuller]

Good call. I was pretty much shooting from the hip.

Drew


On Tue, Apr 10, 2012 at 12:58 PM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **

 Actually it should be the other way around.. It’s a good thing you pointed
 it out.. But thanks for pointing that out.. Its something I missed..

 If installing on a new environment and migrating is your preferred upgrade
 option, then before you import any customization to a new server, if there
 were permission groups that you have created (groups with Group Type *View
 * or *Change*), or Roles that you have created that your forms have been
 added to, those need to be imported or created on the new AR System with
 the same Group and Role ID before you import your customizations.. Failing
 which you will have issues with permissions..

 Joe

  *From:* Drew Shuller drew.shul...@gmail.com
 *Sent:* Tuesday, April 10, 2012 2:40 PM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Transferring in-house 6.3 code to a 7.6.04 server

 ** To add what JMD says, after making sure that you've transferred any
 customizations of the core forms, import your Groups, Roles, and users.
 Make sure your permissions are EXACTLY the same and you'll be ready to
 import your objects and data.

 Drew
 Comayagua

 On Tue, Apr 10, 2012 at 11:59 AM, Dee ddus...@aim.com wrote:

 David,

 I understand you going to 7.6x on solaris, but maybe you will see issue
 like, what we when thru.

 We when from 6.3p20 to 7.5.p4 on UNIX with 10g - custom service and change
 environment. As Joe pointed, if you have not  customized core forms:
 user:group, etc.. you  should be good but then you may get minor errors
 example the user form gave us a box 4 error, which made the installer
 fail.
 Basically delete the view (not the table) that is given the issue.

 We did this, copy your production to test, and run the upgrade work thru
 the
 kinks. Blow the test away again, do it again, to smooth out the process
 and
 steps. This way you can work with BMC on the issues.

 We found the installer failed many times,..

 we did a gradual, installing each component at a time, and work thru the
 errors.
 - ar servers
 - ardbc
 - area
 - fb
 - email engine
 (our MT is on a separate server).



 --
 View this message in context:
 http://ars-action-request-system.1093659.n2.nabble.com/Transferring-in-house-6-3-code-to-a-7-6-04-server-tp7453426p7453807.html
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.

 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: looking up licenses in 6.3

[Drew Shuller]

Andrew, you mean through the Admin tool?

Drew

On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
 message is not the intended
 recipient, you are hereby notified that your access is unauthorized, and any
 review, dissemination,
 distribution or copying of this message including any attachments is
 strictly prohibited. If you are not
 the intended recipient, please contact the sender and delete the material
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Re: looking up licenses in 6.3

[Drew Shuller]

Mine is 6.3, and in the Admin Tool, you can go to Add/Remove licenses
or Manage Licenses, where you can see the App licenses or User
licenses, Registered and Current.

Drew

On Wed, Mar 21, 2012 at 1:00 PM, Goodall, Andrew C ago...@jcp.com wrote:
 I think so, that's what I'm having a heard time remembering I think in 6.3 
 that data was recorded via the admin tool and then later version went into 
 system administrator form on the user tool.

 Regards,

 Andrew Goodall
 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com


 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
 Sent: Wednesday, March 21, 2012 1:49 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: looking up licenses in 6.3

 Andrew, you mean through the Admin tool?

 Drew

 On Wed, Mar 21, 2012 at 12:40 PM, Goodall, Andrew C ago...@jcp.com wrote:
 **

 Anyone remember how to look at applied licenses in ARS 6.3?



 Regards,



 Andrew Goodall

 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com




 The information transmitted is intended only for the person or entity to
 which it is addressed and
 may contain confidential and/or privileged material. If the reader of this
 message is not the intended
 recipient, you are hereby notified that your access is unauthorized, and any
 review, dissemination,
 distribution or copying of this message including any attachments is
 strictly prohibited. If you are not
 the intended recipient, please contact the sender and delete the material
 from any computer.
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: BMC Analytics Report Question

[Drew Shuller]

Those are all good suggestions. The winner seems to be Jose's long SQL
query idea, since it fits what data and systems Andrew has. All he has
to do now is to come up with the query language!

Moving forward, it would be easy enough to create some workflow that
fires on submit or modify if the Priority changes, that writes the
Priority value and the associated record ID to a new table. You can
also have a column in that table tell you what kind of change happened
to the Priority - did it go up or down, was it from Medium to High,
ect, moving the heavy lifting SQL to the front end, with the added
advantage of knowing if the Priority was changed more than once in a
particular ticket. Then your Analytics query would run a lot faster. I
would do it this way because I haven't figured out how to run decent
subqueries yet.

Drew
Soto Cano Air Base
Honduras

On Tue, Mar 20, 2012 at 1:25 AM, Ben Chernys
ben.cher...@softwaretoolhouse.com wrote:
 **

 Or do it all in a Meta-Update script J  It would process the Text/Diary
 field, extract the data required from the text and either accumulate it or
 update another simpler table to report on.  About an hour development time.



 SQL would work but I’d expect development time to be a lot longer – and
 dependent on the db.



 To do the task, you need a history of the changes.  In effect you’d try to
 “normalise” a subset of the audit log.  The audit does contain that history
 - just in an inconvenient form.



 As an aside.  I note that you have a different “downward” set than
 “upward”.  I would try to generalise this (of-course) but if you only needed
 the set of numbers you gave, you could add the integer fields to the Help
 Desk and do it in workflow.  Of course to set older tickets you would still
 need to process the audit log.



 Cheers

 Ben



 Ben Chernys

 Senior Software Architect
 Software Tool House Inc.

 Canada / Deutschland
 Mobile:  +49 171 380 2329    GMT + 1 + [ DST ]
 Email:   Ben.Chernys _AT_ softwaretoolhouse.com
 Web: www.softwaretoolhouse.com

 Check out Software Tool House's freebies section for

 an ITSM 7.6.04 forms and fields spreadsheet.

 Meta-Update, our premium ARS Data tool, lets you automate
 your imports, migrations, in no time at all, without programming,
 without staging forms, without merge workflow.
 http://www.softwaretoolhouse.com/



 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
 Sent: March-20-12 08:06
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Analytics Report Question



 ** As I see, you have to options:



 1.- Figure out an SQL sentence that provides this information, (You can use
 the audit). This sentence will be a high CPU and Mem consuming, since the
 only solution I see is to  create a subquerys at the audit to see which log
 recors are about priory and when this records mean a higher value or lower
 value than the current value. Another option would be to get the first log
 value, since it will contain the initial priority. Then you can create a
 derived table at the universe designer anduse it. Every time you get a
 report with some dimension of this table it will take long.



 2.- Create a new field at HPD:Help Desk that reports the initial priority
 value, populated at submit. So you can compare this value with the current
 one to see if goes up or down.

 Regards,



 Jose Huerta

 http://theremedyforit.com/


 On Tue, Mar 20, 2012 at 05:15, andrew tokarz andrew_tok...@yahoo.com
 wrote:

 **

 Curious if anyone has tried to create a report using  BMC Analytics where
 you track the amount of times the priority is upgraded or downgraded in an
 incident.

 So for 25000 incidents how many times were the incidents upgraded from:

 -Low to Critical
 -Low to Medium
 -Medium to High
 -High to Critical

 or downgraded from:

 -Critical to Low
 -Critical to Medium
 -Medium to Low

 Audit log tracks when a priority is changed but its not in a single field to
 report on.  Its in a text/diary field with 40 other fields.  You would have
 to somehow parse this out.


 Is there a simple way to do this in Analytics?  Or would it be best if you
 create a supporting table that is updated to track priority changes when
 they occur.

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Re: Job opportunities for foreigners

[Drew Shuller]

Jose,

The positions that you refer to are for US government institutions
that require security clearances for the people doing the work. For
regular clearances, you must be a US citizen. Someone correct me if
I'm wrong.

I certainly wouldn't concentrate solely on US positions. There should
be positions open in other countries.

Drew Shuller
Soto Cano Air Base
Honduras

On Wed, Feb 22, 2012 at 9:18 AM, Jose Huerta jose.hue...@sm2baleares.es wrote:
 ** Hi all,

 Recently I started to think in the option to go outside my country to look
 for a better job. Well, I think I'm unpaid for the kind of job I'm doing
 right know and don't see to many opportunities in my birthplace (Mallorca,
 Spain). Also the economical crisis we are suffering, places us in a very
 difficult situation, where the public administration doesn't pays the bills,
 and everybody is susceptible to be fired. We are not like in Greece, but the
 fear to be fired is flying over us.

 I see all the jobs positions that you are publishing on this list, and I
 always see the same sentence: US citized, and ability to obtain a secret
 level clearance. I'm starting to think that it is impossible to work as a
 Remedy consultant in USA. Am I right?

 Regards,

 Jose Huerta
 http://theremedyforit.com/
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Can't search the archives

[Drew Shuller]

Good morning everyone. My browser window times out when trying to
search the arslist.org archives, both on my work computer and my
iPhone. Is there anyone else having this problem, or is it just me?

Drew Shuller
Soto Cano Air Base
Honduras

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Re: Log File Editor....

[Drew Shuller]

That's pretty sweet Theo! Thanks for sharing!

Drew
Comayagua

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Re: Log File Editor....

[Drew Shuller]

Is arlogdisplay.exe still being installed with the user tool?

Drew
Comayagua

On Fri, Nov 4, 2011 at 12:55 PM, Richard Copits
richard@bwc.state.oh.us wrote:
 **

 Does anyone have a recommendation for a good, flexible log

 file editor? Ideally, one that can be configured specifically for

 Remedy log viewing? Thanks for any suggestions…

 
 Portions of this message may be confidential under an exemption to Ohio's
 public records law or under a legal privilege. If you have received this
 message in error or due to an unauthorized transmission or interception,
 please delete all copies from your system without disclosing, copying, or
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Help with Filter Run If Statement

[Drew Shuller]

Hello listers, can I get a sanity check please?

How do you write a filter Run If that allows a person that owns an RFC
(this is a custom app) to modify the record, but only if he is
changing a specific field? Otherwise, an error message should stop the
filter. The Configuration Manager and the system admin should be able
to change the record whenever they want. No one else should be able to
modify the record.

These two Run If statements do what I want unless I put them into one
Run If statement, joined with an OR:

(( 'Completed?' != 'DB.Completed?') AND ($USER$ != 'ChangeOwnerLoginName'))

and this one:

(( 'DB.RFC Status' =  Approved With Changes ) AND (NOT ($GROUPS$
LIKE  %Configuration Management% )) AND (NOT ($GROUPS$ LIKE
%Admin% )))

During testing, the Config Manager can update the RFC, but not if he's
changing the Completed? field. The Change Owner can't modify the RFC
at all. After a couple of days of hacking away I'm pretty confused.
Thanks for any and all help!

Drew
Comayagua

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Re: How To Relate A Record In One Table To A Record In Another Table; custom app

[Drew Shuller]

Muchas Gracias Fred and Roger. Works like a charm!

Drew

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How To Relate A Record In One Table To A Record In Another Table; custom app

[Drew Shuller]

Good afternoon everyone. I have what seems like a simple question.

I have a 6.3 Change app where the users need to be able to relate a
trouble ticket. This is pretty easy and straightforward. I'm doing it
the old way and asking the users to create a trouble ticket from the
Change app, and inserting the Change record number into a field on the
Trouble Ticket system and pulling that back via a table in the form.
That's one button. There's another button that will relate an existing
Trouble Ticket by opening a small dialog, entering the Trouble Ticket
number, and pressing a button that fires an AL that does a push
fields, adding the Change record number to the Trouble Ticket. This
works OK...

But we also have a business rule in place that prevents modifications
to closed tickets, so if the ticket number that the user enters in
that dialog is closed, the push fails. We would still want to relate a
closed ticket as this might have been an Emergency change, meaning
that we're keeping track of the change after it happened. Any trouble
tickets would be in closed status.

So...is there any way to write a qual for the Filter that is
preventing the mofication of closed records so that it allows
exceptions? I looked at the keywords, and I'm not sure if any of the
CURRENTWIND or EVENTTYPE will be suitable. I don't know if FIELDID
would be useful but it won't work on the Web. I can see where the
DIALOG or VUI keywords may be useful, if the dialog I call from the
Change app is a view of the Trouble Ticket form (I'm going to try
DIALOG right now, maybe it will work). I could user USER or GROUP, but
a lot of my Change app users are also Trouble Ticket users and they
would be able to modify the closed tickets.

Any suggestions? Running an INSERT command direct to the db?

Thanks in advance,

Drew
Comayagua, Honduras

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Re: Escape Characters for Forward Slash

[Drew Shuller]

Thank you Kelly. WAGs are good too!

Before reading your suggestion, I was lucky enough to be able to apply
a bandaid by setting the field on window open. But I went back to try
your suggestion. I had actually tried your suggestion earlier, and it
did not work. But I went back and set that that field to N + / +
A and it worked, except that for the first couple of times it put a
backslash in, instead of a forward slash. I had tried to use a
backslash as an escape character earlier in the week, so I deleted all
the cached field defs on the hdd and it started to work the way we
would expect. I guess I should have done that as soon as I noticed
something weird happening!

Drew

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Escape Characters for Forward Slash

[Drew Shuller]

Good afternoon everyone. I'm having a brain fade and can't find
anything in the docs.

I'm mapping a character field in a Dialog window on open. The value I
want is N/A but it appears as NA. Is there an escape character for the
forward slash? Thanks in advance!

Drew Shuller (my real name)
Soto Cano Air Base
Honduras, CA

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Re: Escape Characters for Forward Slash

[Drew Shuller]

That's giving me an unexpected character at position 3 error. Trying a
backslash.


On Wed, Oct 19, 2011 at 2:12 PM, Grooms, Frederick W
frederick.w.gro...@xo.com wrote:
 Try    N//A

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
 Sent: Wednesday, October 19, 2011 3:11 PM
 To: arslist@ARSLIST.ORG
 Subject: Escape Characters for Forward Slash

 Good afternoon everyone. I'm having a brain fade and can't find
 anything in the docs.

 I'm mapping a character field in a Dialog window on open. The value I
 want is N/A but it appears as NA. Is there an escape character for the
 forward slash? Thanks in advance!

 Drew Shuller (my real name)
 Soto Cano Air Base
 Honduras, CA

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Re: Escape Characters for Forward Slash

[Drew Shuller]

The backslash causes Remedy to ignore the forward slash after it.

On Wed, Oct 19, 2011 at 2:21 PM, Drew Shuller drew.shul...@gmail.com wrote:
 That's giving me an unexpected character at position 3 error. Trying a
 backslash.


 On Wed, Oct 19, 2011 at 2:12 PM, Grooms, Frederick W
 frederick.w.gro...@xo.com wrote:
 Try    N//A

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
 Sent: Wednesday, October 19, 2011 3:11 PM
 To: arslist@ARSLIST.ORG
 Subject: Escape Characters for Forward Slash

 Good afternoon everyone. I'm having a brain fade and can't find
 anything in the docs.

 I'm mapping a character field in a Dialog window on open. The value I
 want is N/A but it appears as NA. Is there an escape character for the
 forward slash? Thanks in advance!

 Drew Shuller (my real name)
 Soto Cano Air Base
 Honduras, CA

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Re: Windows 7 and Internet Explorer version 9

[Drew Shuller]

Robert, will you be using ADDM?

Drew Shuller
Soto Cano Air Base, Honduras

On Wed, Oct 12, 2011 at 12:30 PM, Spangler Robert C CIV
USSTRATCOM/JWAC rspan...@jwac.mil wrote:
 **

 We are getting ready to upgrade to Windows 7 and Internet Explorer version
 9.  Does ARS 7.5 and ITSM 7.6 support these?  Thanks

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Re: SDE versus ARS

[Drew Shuller]

Robert, that sounds like a lot of work. You may have already done this, but
I would officially let your Remedy sales team know that you're moving off
the platform, and give them a chance to work through some alternatives.

Shuller, Drew CTR USSOUTHCOM JTFB/C4S

On Wed, Sep 14, 2011 at 2:35 PM, Spangler Robert C CIV USSTRATCOM/JWAC 
rspan...@jwac.mil wrote:

 There was a 3 month window where we moved from version 4.5 (Yes you are
 reading the version correctly) to 7.6.  The admin that was working 4.5 was a
 little :-) resistant to move to a new version.  Right after we went live,
 there was a budget reduction and a RIF.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Jason Miller
 Sent: Wednesday, September 14, 2011 4:33 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: SDE versus ARS

 ** Robert,

 Am I reading this right that you were in production less than a year before
 the decision was made to move away from the full suite?  Can you share how
 long it took to get into production?  It sounds like a very short lived
 implementation.

 Jason


 On Wed, Sep 14, 2011 at 1:29 PM, Spangler Robert C CIV USSTRATCOM/JWAC 
 rspan...@jwac.mil wrote:


Thanks for all the info.  We only have one external integration, no
 import/update jobs, no tables that have been exported and very few reports
 and no reporting server.  All of our end users are using the web interface
 at this point.  We only have 3 support people that are using the UT.  We are
 basically only using ARS as a ticketing and assets management platform.  We
 haven't been live long enough to get involved in Change, SRM and some of the
 other modules we wanted to use.

Yes, we have to migrate the data.  We have had ARS version 7.5 up
 for almost one year at this point and management has told us that with our
 budget restrictions we can no longer afford ARS, no matter how long it takes
 to migrate.  We have to find a new, read less expensive, solution.  Given
 that we still have maintenance, we can get issues resolved in ARS while we
 work to identify, purchase and stand up a new system.  SDE was one option
 for us. I have also looked at some of the other players in the help desk
 arena along with open source solutions.  It sounds like it will be no easy
 task, but I figure at this point there is no easy solution out there.


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of William H. Du Chene
Sent: Wednesday, September 14, 2011 2:20 PM
To: arslist@ARSLIST.ORG

Subject: Re: SDE versus ARS

**
I have worked with both of them over the years and have a fair
 amount of experience with both products. There are a number of things that
 you should know and prepare for.

I guess the first question is going to be: how deep down the rabbit
 hole do you want to go?

Do you have any external integrations which make use of your
 ARSystem database? Do you have any import/update jobs (or the like) that
 make use of DTS/SSIS (or similar technology) which update records directly?
 Do you have any tables that have been exported for use in your database
 (with vendor forms) from external sources? Do you have a significant number
 of reports that query the database for data, or are you using a reporting
 server? Have you developed any applications which use the API to process
 data  - outside of the normal workflow (active link, filter, guide)
 paradigm?

And the big question: Are you planning on migrating your existing
 data?

Depending on how you have your installation set up and what your
 requirements are, a migration may well be a nightmare.

If you switch platforms, the glaringly obvious stuff would be that
 all of your reports have to change, you'll have to recreate all of your user
 accounts (or your integration to the LDAP/AD), any packages for moving and
 updating data that your DBA might have set up, any custom views, database
 objects (SPs, UDFs), or API applications become useless and you will have to
 redo or retire them.

Be prepared also that the database schemas between the application
 suites are different as well.

For example, within the AR System, everyone knows that there are the
 wonderfully insightful T, H, and B tables to work with with all of the C
 columns inside that make an odd sort of sense once you get used to them. On
 the SDE side, throw that schema completely out the window because there are
 now _SMDBA_._CUSTOMER_ and _SMDBA_.TELMASTE_ tables to deal with. The
 telmaste table is actually the applications version of an incident table.
 The name makes a lot of sense. Go figure. Likewise, each user receives an
 account on the database server, and each group that is created automatically
 generates an entire series of views for each of the modules. Each group
 added, 

Tracking User IP

[Drew Shuller]

Good morning everyone. On a Windows-based 6.3 system, is there a way to
track what IP address a user is logging in from? I don't see it in the User
Log.

I know this question has been asked 1000 times. For some reason, I can't
search the archives.

Thanks for the help, as always!

Drew Shuller
Soto Cano Airbase
Comayagua, Honduras

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Re: Tracking User IP

[Drew Shuller]

Thanks Joe. I saw your work on Gidd's website a few months back, right
before he did his update. If I remember, I wasn't able to get the ipconfig
command to work, it may have been a permissions issue.

In this case, I need to know from what ip a user is TRYING to log in from.
Right now they have a restricted read license and the password has been
changed. Is your workflow only for users that are successfully running
workflow?

Drew

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Re: Installation order?

[Drew Shuller]

The 7.6.04 documentation is pretty good in this area. Check the install
guide.

Drew
Soto Cano Air Base

On Wed, Sep 7, 2011 at 6:51 AM, Roger Justice rjust2...@aol.com wrote:

 ** What version?




 -Original Message-
 From: Sam Cerrato samcerra...@yahoo.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Wed, Sep 7, 2011 8:35 am
 Subject: Installation order?

 Anyone have a good document that can assist me in installing AR Server,
 Mid-Tier, All Service Desk modules as well as KM, SRM, SLM, Dashboards 
 Analytics etc? I just want to be sure I install in the correct order (if there
 is one).

 Thanks,
 Sam

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ARDBC LDAP/AD integration now runs very slow

[Drew Shuller]

Good morning everyone. I have a problem with our Customer Info/AD search.
Searching the integration vendor form, we get somewhere around 2000 records.
This takes about 15 seconds, 100% normal. In our help desk form, it used to
be very fast to bring back one record. Now it's taking about 15 seconds for
that one record. I set the plug-in log level to 100, and when viewing the
log, I see that the integration brings back all 2000 records when I'm only
wanting one record. Does anyone know if this is normal behavior? I haven't
changed anything on my end.

This is a 6.3 system in a MS server environment. Can anyone offer any
troubleshooting help? Thank you.

Drew Shuller
Soto Cano Air Base
Honduras

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Re: ARDBC LDAP/AD integration now runs very slow

[Drew Shuller]

Hi Dave. The log is not really the issue. The query taking much longer than
normal is. Unfortunately, don't have a good baseline log to compare with,
or at least one where the log level was set to 100, the finest level, so I
can't tell if the query results are typical. Also, this is a small custom
app.

Drew

On Mon, Aug 15, 2011 at 12:30 PM, Erickson, David (INST Aqua Balance) 
david.erick...@ecolab.com wrote:

 **

 What precisely needs to be logged? By the time I was able to create the
 classes, make them show up in Incident Management console and try to create
 and modify an CI of the categorization subclass the log was at 1.4 GB in
 size. I am trying to compress the file now, but I probably won’t be able to
 email it.

 ** **

 *Dave Erickson*
 ASSOCIATE BUSINESS SYSTEMS ANALYST, AQUA BALANCE 

 *ECOLAB* 370 WABASHA STREET NORTH, ST. PAUL, MN 55102
 *T* 651 293 2852 * **F* 651 225 3375 * **E* 
 david.erick...@ecolab.comjonathan@ecolab.com
 

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Drew Shuller
 *Sent:* Monday, August 15, 2011 12:48 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* ARDBC LDAP/AD integration now runs very slow

 ** **

 ** 

 Good morning everyone. I have a problem with our Customer Info/AD search.
 Searching the integration vendor form, we get somewhere around 2000 records.
 This takes about 15 seconds, 100% normal. In our help desk form, it used to
 be very fast to bring back one record. Now it's taking about 15 seconds for
 that one record. I set the plug-in log level to 100, and when viewing the
 log, I see that the integration brings back all 2000 records when I'm only
 wanting one record. Does anyone know if this is normal behavior? I haven't
 changed anything on my end.

  

 This is a 6.3 system in a MS server environment. Can anyone offer any
 troubleshooting help? Thank you. 

  

 Drew Shuller

 Soto Cano Air Base

 Honduras

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Re: Is there any better way (using some tools / utilities) to pull data from AR Schemas on Oracle database without using AR ODBC?

[Drew Shuller]

Swanand, you can ask your DBA team to create views of the Remedy tables to
put real table names instead of numbers. Remedy may have already done some
of this work for you. In my 6.3 system, there are some existing views with
real names. If you can do that, wouldn't you be able to dump the 6.3 server
but keep the database? Then use a view form to look at the data. This
differs from Misi's suggestion in that the db is external. If you load the
data into your ITSM system, you won't have to maintain that extra database.

This is partly related - when we go after the views created by Remedy, using
the ODBC client, we only see a few fields per table. I'm guessing that the
Remedy 6.3 ODBC setup doesn't play well with the much newer OS/Office
software. I hope this helps.


Drew
SCAB, Honduras

On Thu, Aug 11, 2011 at 9:40 PM, Swanand swanand.deshpa...@gmail.comwrote:

 Hello,

 We have put our old Remedy Legacy System ( 6.3) system in read only mode
 after the ITSM launch last year in July. We are now working on
 decommissioning the old Remedy system but we need to keep the data in the
 Remedy system intact for  auditing / reporting purpose. The version of the
 Remedy we are running on is dependent upon PA-RISC processor which HP
 doesn't sell any more. So if the hardware was to fail and we were beyond
 vendor support , we would not be able to restore remedy on another HP
 Server.

 So we are exploring options to pull Remedy report / data without going
 through the application server. The data we are targeting is from Helpdesk
 and Change forms and its associated join forms.

 One way to get the data from Oracle is via Oracle ODBC (DB is Oracle) and
 as per our reporting team's suggestion creating reports using Oracle ODBC
 from Crystal will not be feasible as some of the data stored in database
 tables are in numbers. E.g  date fields, date in Work log field and drop
 down fields.

 Is there any better way ( using some tools / utilities) to pull this data
 from AR Schemas on Oracle database?

 Did any of you face this scenario when your company was migrating from 6.3
 to 7.x?

 I would really appreciate for your valuable suggestion here.

 Note: Our current ARS version is 7.5 and ITSM version is 7.6.00 but in 2
 weeks time we will be on AR 7.6.04 SP1 and ITSM 7.6.04 SP1. Our new database
 is oracle

 Thanks...Swanand


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Re: Celebration ... two years in the making ... an upgrade to v7.5 completed!

[Drew Shuller]

Congratulations Susan. I feel your pain!

Drew
JTF-Bravo
Soto Cano AFB

On Mon, Jul 18, 2011 at 12:27 PM, Susan Palmer suzanpal...@gmail.comwrote:

 **
 Hi everyone,

 Just needed to share my excitement with others that would appreciate it.
 Saturday we completed our upgrade to ARS v7.5P7 !

 We started nearly two years ago and last year gave up on what would be
 termed a conventional upgrade and built a new server instance with v7.5 and
 exported/import all objects to it.  Of course that presented some challenges
 but nothing near what the platform upgrade was presenting.  Then of course
 there's freeze time for us from Oct-Jan and other higher priority projects,
 but finally we are there!

 Over the last two months I've been adjusting to Dev Studio and have most of
 it figured out.  I know it does cool things which I appreciate but sometimes
 I miss the simplicity of the old admin tool.

 But we're there and I'm so pleased!!

 Susan
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Re: Changing the Group Name

[Drew Shuller]

Thank you Misi, those are some good tools!

My system is prettys small. I was able to manually search the def file and
the only references to that group name were names of menu items and their
associated AL's that run macros that search for that group's tickets. And
the group name in the macro references the Assignment group, not the group
group.

Maybe I should search the def file for a group number to see if there are
any specific fields with permissions for that group. If I find those, it
won't matter - the group number will stay the same?

Drew

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Changing the Group Name

[Drew Shuller]

Hello everyone,

Can anyone tell me if there would be any severe gotchas when going into
the Group form and changing the Group Name of one of my groups? I would need
to check for any workflow qualifications that use group names, but would
there be anything else to watch out for?

Thanks for the advice!

Drew Shuller
JTF-Bravo

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Re: Changing the Group Name

[Drew Shuller]

Thanks guys. I should have mentioned that it's a little 6.3 custom system.
Finding related workflow would be pretty easy.

My notification workflow runs from the Assigned To Group menu, which is set
up to have the same value as the actual Group name. But that's a manual
process and I put one of the Assignment Groups in wrong, and didn't catch it
until now, much later. In my mind, it would be slightly easier to change the
Group name than to write some workflow to compensate. I could change the
Assigned To Group value, but then the historical data wouldn't match.

Drew

On Wed, Jun 22, 2011 at 10:54 AM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **

 Yup it won’t be as simple as changing login names.. Even if it is not OTB
 groups if you have customization workflow based on customized groups, it
 would still present that same problem..

 Exporting def files in xml format and looking for those group names and
 replacing them should work but it will be a really long process..

 What is the need to do that? Maybe there is an alternative you could look
 at like maybe an alias or something?

 Joe



  *From:* Alejandro Canon aca...@extensionsa.com
 *Sent:* Wednesday, June 22, 2011 12:32 PM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Changing the Group Name

   **

 If you need to change OOTB Group names (i.e Incident Master, Incident
 Submitter and so on) please try to reconsider it. There are several workflow
 objects (Active Links, Filters) built based on Run If qualifications that
 use Group Name.

 In case of Custom Group names there should be no problems unless there
 could be some custom workflow who uses Group Name field values for your
 custom groups.

 You can use ARSmarts tool for searching Run If qualifications in Objects in
 order to verify use of Group Name field values.

 

 Regards,


 Alejandro Cañón

 SW Consultant - Extension

 

 *De:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *En nombre de *Drew Shuller
 *Enviado el:* Miércoles, 22 de Junio de 2011 12:18
 *Para:* arslist@ARSLIST.ORG
 *Asunto:* Changing the Group Name

 

 ** 

 Hello everyone, 

  

 Can anyone tell me if there would be any severe gotchas when going into
 the Group form and changing the Group Name of one of my groups? I would need
 to check for any workflow qualifications that use group names, but would
 there be anything else to watch out for?

  

 Thanks for the advice!

  

 Drew Shuller

 JTF-Bravo

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Re: Changing the Group Name

[Drew Shuller]

Even less, Joe!

On Wed, Jun 22, 2011 at 2:32 PM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **

 I’d still think it would be easier to mend your workflow than mend a group
 name..

 Mending workflow using export of defs to an xml file is easy breezy.. its
 almost easier done than said.. that easy..

 Especially in your case since you say it’s a home grown system, I cannot
 imagine there being more than a couple of hundred forms at max and a 2 or 3
 thousand pieces of other workflow at max? Which is almost nothing..

 Joe


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Re: BMC:Analytics Training?

[Drew Shuller]

Patrick, thanks for the link!

JD, it is strange. I'm fairly certain that BMC has gutted their training
department. There are plenty of classes in the catalog, but they're not
offerring much. Maybe it's always been that way, I don't know.

Anyone, please correct me if I'm wrong.

Drew
JTF-Bravo

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Re: 7.6.03 -- question $PROCESS$ --Bug?

[Drew Shuller]

Patrick, I've seen odd behavior in the 7.6.4 admin tool. Maybe it's the same
for 7.6.3. Get out and get back in.

Drew
JTF Bravo

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Re: Reset Password At Login, Web Version

[Drew Shuller]

I received an email from Bala. He says that BMC Support says to disable this
filter:

User Password Change:ErrorOnConfirmPreviousPassword

Drew
JTF Bravo

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Re: Reset Password At Login, Web Version

[Drew Shuller]

I also heard back from BMC support. They said to apply SP1 for 7.6.04.
Haven't tried that yet.

Drew

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Re: Reset Password At Login, Web Version

[Drew Shuller]

What's the workaround?

Drew



On Mon, May 16, 2011 at 11:18 AM, Bala iLink bala.ilink...@hotmail.comwrote:

 **
 Hi Drew

 Yes BMC accepted this issue and currently suggested a workaround to fix it

 Thanks
 Bala


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Re: Reset Password At Login, Web Version

[Drew Shuller]

Bala, support was able to help. I had to set the Authentication Server in
the Mid-Tier config tool. This fixed the original problem, but yes, we're
getting ARERR 49003, Old Password Is Not Correct. I mentioned this to
support a couple of hours ago. I'm glad you responded; now that I know it's
un-fixable right now I can move on. BTW 49003 is not in the Error Messages
guide. Thanks for the help!

Drew

On Thu, May 12, 2011 at 10:50 AM, Bala iLink bala.ilink...@hotmail.comwrote:

 **
 HI

 They are able to see the change password but there is a bug in OTB In
 Midtier change password is not working as it always throw an error msg Old
 Password is not correct but it is working fine in user tool

 we have raised a ticket with bmc waiting for the response

 Thanks
 Bala
 --
 Date: Tue, 10 May 2011 11:40:22 -0600
 From: drew.shul...@gmail.com

 Subject: Reset Password At Login, Web Version
 To: arslist@ARSLIST.ORG

 **
  Hello everyone, on my 7.6.4 Remedy custom app on windows servers, my
 users are prompted to change their password when logging into the User Tool,
 but not when they are logging onto the web version. Is this expected
 behavior? Have I missed a setting somewhere? Thanks for the help!

 Drew Shuller
 Remedy Admin
 Joint Task Force Bravo
 Soto Cano Air Base
 Comayagua, Honduras
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Reset Password At Login, Web Version

[Drew Shuller]

Hello everyone, on my 7.6.4 Remedy custom app on windows servers, my users
are prompted to change their password when logging into the User Tool, but
not when they are logging onto the web version. Is this expected behavior?
Have I missed a setting somewhere? Thanks for the help!

Drew Shuller
Remedy Admin
Joint Task Force Bravo
Soto Cano Air Base
Comayagua, Honduras

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Re: Reset Password At Login, Web Version

[Drew Shuller]

Yes, I've got that set up so that the user has to change their password as
soon as they log in for the first time. It's working on the web but not the
user tool. I haven't been able to check to see if the init form is being
used (I'm pretty sure it's not) but I do have some workflow that's checking
for the user's group, when the Home page opens.

Drew

On Tue, May 10, 2011 at 1:11 PM, Easter, David david_eas...@bmc.com wrote:

 Also, you didn't mention if you're using the password management
 capabilities first introduced in 7.1.00.  There's a checkbox on the user
 form called Force Password Change on Login that you can check.  Or you can
 set up a password management policy that forces them to change their
 password every x number of days.

 -David J. Easter
 Manager of Product Management, Remedy Platform
 BMC Software, Inc.


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Re: Hidden Fields Causing A Very Large Web Page

[Drew Shuller]

  It certainly is helpful Doug, thank you. I have at least one server-side
 table for that form. I'll try to remove all the fields from the view.




  Resizing as Andrew suggests is not working - I still have a lot of space
 below and to the right of my form.


Drew

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