RE: Inconsistent FTS Search Results

[Joel D Sender]

Kevin,

On the outside chance that LJ didn’t solve your issue, you might check to see if

an active link is (occasionally) setting a field that should not be included in 
the search.

I solved a similar issue when we discovered an A/L that, for some records, set 
the

‘Assigned To Group’ in the search window.

HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Monday, October 8, 2018 12:46 PM
To: arslist@arslist.org
Subject: Re: Inconsistent FTS Search Results



Kevin,

If you check the HPD:HelpDesk form and find the Incident Number field, if you 
check the DB properties, there should be a value of 'ARticleId', or something 
similar in the MSF Category field (I think that's it's name)either way, 
having that value in there should populate it as the first column in the global 
search column list



On Mon, Oct 8, 2018 at 1:39 PM Kevin Shaffer  wrote:

8.1.02

Oracle

Solaris

Just finished a full reindex





When I query for a full incident number in the Global Search field from the any 
console, i.e.Overview Console,  sometimes it find a match and other times it 
does not.  For example, INC002000102345 returns a match and INC002000102346 
does not.  It is not a permission issue or a tenancy issue because I see both 
incidents in my console.  I just cant query them both from the Global Search 
field.



What I notice is that the one that does get returned, INC002000102345, the 
incident number is highlighted in the Excerpt column so I think FTS is 
searching the Excerpt field not the actual incident number field.



Has anyone seen a similar issue and is this working as expected?  I would 
assume that I can type any valid incident number and get a result, but maybe 
not?  Are there use cases that this is not true?   How does the Excerpt column 
in the FTS results get populated?



TIA

Keviin



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RE: How to integrate the RSSO 9.1.01 using the SAML authentication method

[Joel D Sender]

AA,

A good place to start is a search in google, yahoo, duckduckgo, etc.

A search for:



“RSSO 9.1.01 using SAML existing ARS 8.1.01”



Will have everything you’ll need

HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Abhi$hek
Sent: Thursday, July 12, 2018 6:16 AM
To: ARSList
Subject: How to integrate the RSSO 9.1.01 using the SAML authentication method



Hi Experts,



Need your kind assistance for the below requirement:-



How to integrate the RSSO 9.1.01 using the SAML authentication method for the 
existing AR & ITSM 8.1.01 v.



Early response will be highly appreciated.



Cheers,

AA



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Log says escalation enabled AND "is turned off"

[Joel D Sender]

ARSlisters, 

I have an unmodified OOB escalation in ITSM that should run, but is 'turned
off'.

It starts the notification process after a survey is created in "SRM:Survey"

 

LOG:

/* Checking "SRM:SRV:TriggerSurveyNotification" (enabled) : is turned off

/* Checking "SRM:SRV:TriggerSurveyNotification" (enabled) : going to fire
in 3563

 

ENVIRONMENT

ARS/ITSM 9.1.x

Single server

Escalations enabled in AR Server Admin console AND in ar.cfg

Escalation threads min = 6, max =6

Pool NULL or 1 (no impact)

 

All other escalations are running, just this one is 'turned off'.

 

We built a copy of this escalation ("SRM:SRV:TriggerSurveyNotification2")
and got the same result.

We now have 2 escalations 'turned off'; the unmodified OOB original and our
'custom' duplicate.

Could this be FORM-related?

 

Anyone have any idea what's stopping these escalations?

TIA,

Joel

Joel Sender  *   jdsen...@earthlink.net  

 



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RE: Support Group Structure Recommendations

[Joel D Sender]

Sounds right!

Each of the 3 would get the notices for their own group, but have security
access to all 3 groups.

 

Joel

Joel Sender  *<mailto:jdsen...@earthlink.net> jdsen...@earthlink.net  

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Lippincott,
Levi (OMA-GIS)
Sent: Monday, June 4, 2018 12:16 PM
To: ARSList
Subject: RE: Support Group Structure Recommendations

 

Joel,

 

So in theory we could set it up that the local IT support at their specific
offices could be members of their local groups and have a group setup above
them all as the Parent and add the non-local people to so they would receive
access to the tickets but not be bombarded with the notifications?

 

So something like this:

Sub Parent Central Region Group

Local Group A

Local Group B

Local Group C

 

Then we added people, let's say Jim, Barb, & John, in the following setup:

SPCRG: Jim, Barb, John

LGA: Jim

LGB: Barb

LGC: John

 

Then they would all have access to each other's queues but they would only
receive notifications for the respective locations?

 

Did I understand that correctly?

 

Levi Lippincott / Associate Remedy Developer

 

+1 402 561 7014 office

+1 402 321 5421 mobile

 <mailto:levi.lippinc...@interpublic.com> levi.lippinc...@interpublic.com

 

Interpublic Group  6825 Pine Street, Omaha, NE 68106

 

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Joel D
Sender
Sent: Monday, June 4, 2018 1:16 PM
To: 'ARSList' 
Subject: RE: [EXTERNAL] Support Group Structure Recommendations

 

Levi,

Hierarchical groups allow 'parent' groups to include other groups.

All the 'Sub # - Company 2' groups could be collected into a 'parent' group,
across Tenant Companies.

For example, if each 'company' had a separate HR group, a master HR group
could include them all.

 

That notices only going to regular (non-collector) groups is actually a
feature; a member of a collector/parent group could be buried in notices.

This is especially true if you combine collector groups into larger
collector groups; i.e. regional HR groups into a top-level company HR group.

If someone needs the notices, put them in that regular group.

 

Let us know how you decide to proceed.

HTH,

Joel

Joel Sender  *<mailto:jdsen...@earthlink.net> jdsen...@earthlink.net  

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Lippincott,
Levi (OMA-GIS)
Sent: Monday, June 4, 2018 9:56 AM
To: 'arslist@arslist.org'
Subject: Support Group Structure Recommendations

 

Hello ARSList!

 

I work for a company that has several companies it owns which in turn own
many companies themselves which translates to several hundred companies
around the globe.

 

Think of the company structure as:

Main Company

Sub Company 1

Sub-1 Company 1

Sub-1 Company 2

Sub-1 Company 3

Sub-1 Company 4

Sub-1 Company 5

Sub Company 2

Sub-2 Company 1

Sub-2 Company 2

Sub-2 Company 3

 

Our local IT support often handles support for multiple companies, typically
under the same sub parent company though sometimes they can handle multiple
sub parent companies at the 1 or several sites throughout a city. So for
years we have operated under a model where our local support group policy
has been 1 group per city per company.

 

This has served us well up until more recently. Now we have several local IT
support teams that are providing support for larger sub parent companies and
they are now supporting multiple cities which has led them to be a member of
50+ support groups. This is creating a performance issues when loading &
refreshing their Incident Management Console.

 

Our other challenge is we have one helpdesk that relies heavily on the
custom assignment rules to be able to send tickets to the correct location's
local support when they need to escalate an incident to a field tech.

 

So we have been considering different methods to structure these groups in a
way that we can minimize the number of groups they belong to, to increase
performance, but we keep running into the challenge of those assignment
rules becoming complex and hard to manage.

 

We just upgraded, a couple weeks ago, from 8.1.00 to 9.1.04 and I've just
become awa

RE: Support Group Structure Recommendations

[Joel D Sender]

Levi,

Hierarchical groups allow 'parent' groups to include other groups.

All the 'Sub # - Company 2' groups could be collected into a 'parent' group,
across Tenant Companies.

For example, if each 'company' had a separate HR group, a master HR group
could include them all.

 

That notices only going to regular (non-collector) groups is actually a
feature; a member of a collector/parent group could be buried in notices.

This is especially true if you combine collector groups into larger
collector groups; i.e. regional HR groups into a top-level company HR group.

If someone needs the notices, put them in that regular group.

 

Let us know how you decide to proceed.

HTH,

Joel

Joel Sender  * jdsen...@earthlink.net  

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Lippincott,
Levi (OMA-GIS)
Sent: Monday, June 4, 2018 9:56 AM
To: 'arslist@arslist.org'
Subject: Support Group Structure Recommendations

 

Hello ARSList!

 

I work for a company that has several companies it owns which in turn own
many companies themselves which translates to several hundred companies
around the globe.

 

Think of the company structure as:

Main Company

Sub Company 1

Sub-1 Company 1

Sub-1 Company 2

Sub-1 Company 3

Sub-1 Company 4

Sub-1 Company 5

Sub Company 2

Sub-2 Company 1

Sub-2 Company 2

Sub-2 Company 3

 

Our local IT support often handles support for multiple companies, typically
under the same sub parent company though sometimes they can handle multiple
sub parent companies at the 1 or several sites throughout a city. So for
years we have operated under a model where our local support group policy
has been 1 group per city per company.

 

This has served us well up until more recently. Now we have several local IT
support teams that are providing support for larger sub parent companies and
they are now supporting multiple cities which has led them to be a member of
50+ support groups. This is creating a performance issues when loading &
refreshing their Incident Management Console.

 

Our other challenge is we have one helpdesk that relies heavily on the
custom assignment rules to be able to send tickets to the correct location's
local support when they need to escalate an incident to a field tech.

 

So we have been considering different methods to structure these groups in a
way that we can minimize the number of groups they belong to, to increase
performance, but we keep running into the challenge of those assignment
rules becoming complex and hard to manage.

 

We just upgraded, a couple weeks ago, from 8.1.00 to 9.1.04 and I've just
become aware of the Parent Groups and it seems that might be a good approach
but I don't know how well it will work in practical application especially
with the note I saw in the documentation: "Hierarchical group relationships
are used for permissions management only, and are not recognized when
sending notifications by group."

 

Does anyone have any recommended methods of handling this type of a
structure? Does anyone have any use cases they've encountered throughout
their careers that we might be able to apply to our scenario?


Thanks!

Levi

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RE: Is rrChive suitable for migrating groups?

[Joel D Sender]

One trick to speed things up is to open multiple command windows and run 
multiple rrChive instances.

I separate the jobs based on application (INCLUDE Field-1 LIKE ”INC%” or 
“CHG%”, etc.)

It’s important to have a few more FAST servers defined than the number of 
rrChive threads you’re running.

Monitor the server load after adding each thread.

HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: Friday, June 1, 2018 6:31 AM
To: ARSList
Subject: Re: Is rrrchive suitable for migrating groups?



Cool, thanks Misi. Hopefully last question: can I somehow speed up the 
migration by setting Simenon the target? Got 250 Million Records to move.



On Fri 1. Jun 2018 at 15:28, Misi Mladoniczky  wrote:

Hi,

transfertype=SYNCTOTARGET

And typically you would NOT use any qualification at all so that all records 
are handled. SYNCTOTARGET cat be tricky in combination with a qualification.


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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
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June 1, 2018 9:16 AM, "Thomas Miskiewicz"  wrote:

> Sorry Misi - you’re right. I was able to solve in the mean time.
>
> Still got this question for you. Let’s say I copy data on day 1. Which is the 
> best option to synch
> on day 2, by synch I mean update records that are newer and delete records 
> that have been deleted
> in the meantime?
>
> Thank you
>
> Thomas
>
>> On Jun 1, 2018, at 9:08 AM, Misi Mladoniczky  wrote:
>>
>> Hi,
>>
>> Apparently your RRR|Chive config file is not correct.
>>
>> You did not supply a copy for us to review so there is no way to help you 
>> further.
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>>
>> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
>> Find these products, and many free tools and utilities, at http://rrr.se
>>
>> May 25, 2018 2:13 PM, "Thomas Miskiewicz"  wrote:
>>
>>> Hi there,
>>>
>>> trying to migrate groups. There are 3100 group on source. Chive says it 
>>> will migrate 9000! I let it
>>> do it anyway. Result: target gas 15 groups before and after the migration!
>>>
>>> What am I missing?
>>>
>>> Thomas
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
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Notify Assignee of a Worklog Update w/ Worklog Note (etc.) in Email Notification for Work Order

[Joel D Sender]

ARSlisters,

Having successfully implemented, FOR MyIT & SmartIT, 
https://communities.bmc.com/docs/DOC-33095

“How to Notify Assignee of a Worklog Update and Display the Worklog Note, 
Submitter Name, Submitter ID in the Email Notification for INC”



We’re attempting to implement https://communities.bmc.com/docs/DOC-34545

“Notify Assignee of a Worklog Update and Display the Worklog Note, Submitter 
Name, Submitter ID in the Email Notification for Work Order”.



In both cases, the described Active Link actions were performed in a filter to 
work with MyIT / SmartIT.



The comments section describes the problem we’re seeing: two Work Info entries, 
with the same comment, are being created.

The incorrect entry is created OOB when a W.O. is updated by the Assignee to 
notify the Requestor.

Since the requestor is submitting the note, this entry isn’t needed.

Combing through filter logs has been less productive than usual.



Has anyone solved this?

Thanks,

Joel

Joel Sender  *   jdsen...@earthlink.net





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RE: Non-admin users kicked out after upgrade to 9.1.04.002

[Joel D Sender]

"An elephant is a horse designed by committee"

 

Joel

Joel Sender  *   jdsen...@earthlink.net  

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Brian Pancia
Sent: Wednesday, May 16, 2018 7:26 AM
To: ARSList
Subject: Re: Non-admin users kicked out after upgrade to 9.1.04.002

 

One of my customers was receiving issues after loading some of the service
packs.  There are some backend configurations that were being set to
defaults that were causing issues.   port default settings being one of
them.  I'd have to dig through my notes to see some of the others.  We also
had issues with both short and long server names being set on some of the
backend forms/tables.  It needs to be one or the other, but not both.  There
were also issues with some backend tables when restoring a database from one
system to another (ie prod to test).  This caused issues with the Admin Only
Mode in our server group.  Not sure if any of this applies to your
environment.

 

Regards,

 

Brian

 

  _  

From: ARSList  on behalf of Misi Mladoniczky

Sent: Tuesday, May 15, 2018 4:52:43 AM
To: ARSList
Subject: Re: Non-admin users kicked out after upgrade to 9.1.04.002 

 

Hi,

A long shot, as I do not think it manifests in that way for the users. Maybe
the system was bumpted into Admin Only Mode, which is a setting in
ar.conf/Server Information form?
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

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May 14, 2018 6:27 PM, "Fawver, Dustin"  > wrote:

Greetings!

I have a ticket in with BMC regarding this issue, but I'm losing some dev
time about it. I wanted to see if someone here would be familiar with it.

I have a system that was running ARS 9.1.02. I upgraded it to 9.1.04 with no
intermediate upgrades. I applied Patch 002 to the platform. We have a custom
home page with menus, links and buttons that typically just open up a form
in a new window. As an admin user, things work just fine. For a non-admin
user, after clicking on a button to bring up a form, the window opens up,
but the user is then shown the login screen again. I tried just changing the
URL to the name of the form, but that doesn't help. It doesn't matter which
browser is being used.

Form permissions have not changed since the upgrade. I verified with Dev
Studio that the forms in question have Public permission. If I have to, I
can restore the database from a backup and roll the server back to a
snapshot point.

I just noticed when the login screen comes back up, the URL has the cacheid
parameter missing and replaced it with a question mark. I don't know if that
has any significance.

Thanks!

Dustin Fawver

Sr. Help Desk Technician

Information Technology Services

P: 423-439-4648

itsh...@etsu.edu

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RE: Google Chrome and Advanced Search error

[Joel D Sender]

I usually see that message when a slow server appears to have timed-out, or
after a long period of inactivity (on my part).

You can wait for the server to respond, or hit refresh.

HTH,

Joel

Joel Sender  * jdsen...@earthlink.net  

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Fawver,
Dustin
Sent: Friday, February 9, 2018 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Google Chrome and Advanced Search error

 

Greetings!

 

I'm sending this out to see if anyone else has encountered this.  Part of
what I have to do involves long strings in the Advanced Search field.
Normally this is not a problem.  Recently I've encountered this error in
Google Chrome when trying to run a search with a string that's a little over
1k characters long.

 



 

Firefox and MS Edge have no issues with processing the string.  Before this
error occurs, there's an empty pop-up window that hangs there for about 5
seconds.  Right now I have a single AR and Mid-Tier server, so the load
balancing things that I saw when searching wouldn't apply.  Nothing's
changed on the server aside from Windows updates.  Fortunately this really
isn't affecting anyone else but me and of course there's an easy workaround.

 

Thanks!

Dustin Fawver

Sr. Help Desk Technician

Information Technology Services

 

P: 423-439-4648

itsh...@etsu.edu

  itslogo

 



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RE: Timing test

[Joel D Sender]

Good News: the pipes are not frozen!

 

Joel

Joel Sender  * jdsen...@earthlink.net  

 

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, January 2, 2018 6:27 AM
To: arslist@arslist.org
Subject: ADM: Timing test

 

Just checking the plumbing.

 

Jason



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Re: How can I change status in process flow status?

[Joel D Sender]

Natalia,

You might want to re-evaluate the requirement.

Re-opening a Closed ticket destroys audit data.

For example, ‘Time To Resolve’ will have two different values, but only one 
will be preserved for reporting.



The Best Practice is to open a RELATED ticket that references the one you’re 
trying to re-open.

The reason to re-open a ticket may not be valid after an initial investigation; 
i.e. was it not resolved or did the same problem occur again?

In either case, a separate ticket should track ‘why it was mistakenly closed’ 
or a repetitive occurrence that could point to a broader Root Cause.



HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Natalia Cuesta
Sent: Wednesday, October 18, 2017 6:51 AM
To: arslist@ARSLIST.ORG
Subject: How can I change status in process flow status?



**

Hi experts,



Your help please, we have a web service to reopen incidents tickets in Remedy 
8.1.02, when these are reopened change to Assigned, but in the process flow 
status bar appear like Resolved.



Best regards,



Natalia Cuesta

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



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Re: Menu on same field

[Joel D Sender]

After checking the way-back machine; the answer is to set the menu to search 
the field to which it is attached.

Because menus are natively distinct, you’ll get one listing for each name, and 
new records are automatically added to the menu.

HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, October 5, 2017 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Menu on same field



**

Hi,

Search menus are natively distinct, so there is no need to use Direct SQL.

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
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October 4, 2017 11:40 PM, "Brittain, Mark"  > wrote:

**

Hi All

This is one of those case where I did something years ago and can’t remember 
how I did it. Hoping someone can assist.

Have 10 records and the First Name field contains Joe, Joe, Bob, Joe, Mike, 
Joe, Bob, Mike, Joe and Bill.

On the same field I want have a menu that searches on the First Name field and 
displays Bill, Bob, Joe, Mike.

If I create a new record I could use the existing names or type in a new one. 
If the new record was for Mary, after submit, the menu would contain Bill, Bob, 
Joe, Mary, Mike

I just know this is simple enough to do, but it was about 10 years last time I 
did it. Any suggestions would be greatly appreciated.

ARS 9.1

Thanks

Mark

Mark Brittain | Senior Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

new_spectrum

_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: ADM: ARSlist Future 2017

[Joel D Sender]

Misi, Jason and Daniel,

Thank you for maintaining the ARSlist!



I don’t know if this will help, but I once wrote an ARS replacement for the 
ARSlist.

It’s was built on ARS 5 or 6, so I’ll volunteer to do the upgrade/rewrite.



If you have a ‘spare’ AR Server, this could be a ‘no additional cost’ solution.

Note that all subscribers will have Public (no-cost) licenses – but the 
Submitter field will need to be locked.

Of course, this would have all the Use Cases covered.



I must admit that I dislike “… the idea of shutting down the List based on … 
feelings”

AND the difficulty I have with the BMC Communities interface.



Just another option to consider,

Joel

Joel Sender  *   jdsen...@earthlink.net



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, September 27, 2017 3:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADM: ARSlist Future 2017



**

Hi,

To me it also seems like the activity has gone down a lot on the list.

Transferring to, GNU Mailman should not be that tough I think. And in addition 
to that we need to put some archive search capabilities in place (swish-e?). So 
all in all there will be some hours needed to get this going.

I am happy to continue hosting the ARSList on my server, but I think we need to 
go to an open source solution.

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
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Find these products, and many free tools and utilities, at http://rrr.se

September 27, 2017 7:47 AM, "Jason Miller"  > wrote:

**

Hello everybody,

It is time again to make some decisions regarding the future of the ARSlist. 
Our LISTSERV (the software ARSlist runs on) license expires in a little over 30 
days. Dan, Misi and myself have been discussing where to go from here. We agree 
with the current (low) volume of posts that (Dan) continuing to pay for the 
ARSlist platform does not make much sense. Clearly the ARSlist is not providing 
the value it one was (when it was the only place to discuss Remedy topics).

The options for the future at this time appear to be:

*   Move the ARSlist to a free mailing list platform. *
*   Say goodbye to the ARSlist and shut it down all together.
*   Money will come from somewhere to pay the license fee and the ARSlist 
lives on for at least another year.

There is a contingency with the first option. Assuming the platform the List 
moves to is not a hosted system in the cloud, Misi, who has been graciously 
hosting ARSlist LISTSERV on his server for the last year, will not be able to 
make a software switch until after the T3SMAC conference 
  in November. If we give Misi a few days to hangout 
in Vegas after the conference, get home, and setup a new mail list system, we 
are looking at possibly a few week outage of the ARSlist while things 
transition. If we find a platform that is hosted and doesn't require shell 
access to Misi's server then I can work on the transition before the conference.

If anybody see additional options please let me know. Also I am open to honest 
feedback. At heart I know none of us want to see the ARSlist go, it has been 
here for us for many years. Shutting it down is not something to be taken 
lightly. However being practical, do we reject the idea of shutting down the 
List based on our feelings and not so much the value it is providing in 2017? 
Since this post is really a continuation of a conversation that started over a 
year ago, I wonder if maybe the time has actually come to retire the ARSlist?

Thank you,

Jason

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

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Re: Public Users and RBE

[Joel D Sender]

I know that changes to the AR System Email Configuration usually need a
restart of the Email Engine.

It might not seem necessary for RBE changes, but just to be safe, it
wouldn't hurt.

Joel

Joel Sender  *<mailto:jdsen...@earthlink.net> jdsen...@earthlink.net  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Monday, July 31, 2017 5:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Public Users and RBE

 

** 

Thanks for all the ideas.  Kevin I will mess around with the solution you
provided.  We currently have a complete custom solution for this that was
built back in 7.6.04.  We are trying to use the OOB solution with zero
customizations.  It looks like we can accomplish what we want with minor
configurations.  Question on the RBE:Action form.  Are updates here
immediate or does it require an email or arsystem service restart?

 

Thanks,

 

Brian

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel D Sender
Sent: Friday, July 28, 2017 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Public Users and RBE

 

** 

An easy solution would be to add filters to the ARS Email Message form:

 

1.  Execute on submit of Incoming messages 

a.  Execution order lower (sooner) than the OOB filters 
b.  A Filter Guide could  squeeze in custom code if the OOB have a low
starting execution order

2.  Test for domain trustworthiness; if not, reject with an Error
3.  Look-up the email address in, probably, CTM:People 
4.  If the email address is not known, 

a.  Save the original sender's email address in a separate field
b.  Change the FROM address to a reserved account, i.e.
unknownu...@unknown.org

 

After that, the OOB workflow takes over.

 

Support agents can then separate the real requests from the spam.

 

HTH,

Joel

Joel Sender  *<mailto:jdsen...@earthlink.net> jdsen...@earthlink.net  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Barker
Sent: Friday, July 28, 2017 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Public Users and RBE

 

** 

Please see here

 

https://communities.bmc.com/ideas/2395

 

 

 

From: Brian Pancia [mailto:panc...@finityit.com] 
Sent: Thursday, July 27, 2017 7:45 AM
Subject: Public Users and RBE

 

** 

We are trying to implement the RBE to create/update tickets.  Looking
through the documentation the users need to have an email address and login
id in Remedy in order to use the RBE.  There is also a way to add users to
the trusted email list that don't have a login id.  However, we can have
users from outside our organization that will email into the system.
Without a people record, email address, and login id the RBE does not
process the emails.  It would become an administrative nightmare to keep up
with all the outside email addresses.  For a good percentage of them we know
the domain they are coming from (ie gmail.com).  It would be nice to be able
to add trusted domains.  I'm sure we can work around this with some minor
customizations.  Has anyone ran in to this and what was the solution they
used?

 

Thanks,

 

Brian

 

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Re: Public Users and RBE

[Joel D Sender]

An easy solution would be to add filters to the ARS Email Message form:

 

1.   Execute on submit of Incoming messages

a.   Execution order lower (sooner) than the OOB filters 

b.  A Filter Guide could  squeeze in custom code if the OOB have a low
starting execution order

2.   Test for domain trustworthiness; if not, reject with an Error

3.   Look-up the email address in, probably, CTM:People 

4.   If the email address is not known, 

a.   Save the original sender's email address in a separate field

b.  Change the FROM address to a reserved account, i.e.
unknownu...@unknown.org

 

After that, the OOB workflow takes over.

 

Support agents can then separate the real requests from the spam.

 

HTH,

Joel

Joel Sender  * jdsen...@earthlink.net  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Barker
Sent: Friday, July 28, 2017 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Public Users and RBE

 

** 

Please see here

 

https://communities.bmc.com/ideas/2395

 

 

 

From: Brian Pancia [mailto:panc...@finityit.com] 
Sent: Thursday, July 27, 2017 7:45 AM
Subject: Public Users and RBE

 

** 

We are trying to implement the RBE to create/update tickets.  Looking
through the documentation the users need to have an email address and login
id in Remedy in order to use the RBE.  There is also a way to add users to
the trusted email list that don't have a login id.  However, we can have
users from outside our organization that will email into the system.
Without a people record, email address, and login id the RBE does not
process the emails.  It would become an administrative nightmare to keep up
with all the outside email addresses.  For a good percentage of them we know
the domain they are coming from (ie gmail.com).  It would be nice to be able
to add trusted domains.  I'm sure we can work around this with some minor
customizations.  Has anyone ran in to this and what was the solution they
used?

 

Thanks,

 

Brian

 

DISCLAIMER: The information contained in this e-mail and its attachments
contain confidential information belonging to the sender, which is legally
privileged. The information is intended only for the use of the recipient(s)
named above. If you are not the intended recipient, you are notified that
any disclosure, copying, distribution or action in reliance upon the
contents of the information transmitted is strictly prohibited. If you have
received this information in error, please delete it immediately. 

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

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Re: v.9.1.3 upgrade fails: Solved!

[Joel D Sender]

Everyone,

LJ pointed me to the hidden log file location – something BMC Support couldn’t 
do.

BMC now has the logs.



Yes I did use a password in the User form.

I re-typed the passwords each time.

Only one upgrade was run at a time (at least an hour a part)

I’ll check the Remedy Application Service password, but the error was on the 
Admin User.



And the winner is Raj Hiremath from BMC who suggested restarting the AR Server!

The upgrade is now in motion.



Thank you all for responding!

Once again, the ARSlist came thorough!!

Joel

Joel Sender  *   jdsen...@earthlink.net



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, June 14, 2017 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: v.9.1.3 upgrade fails



**

The install log files are typically stored in a hidden temp directory under the 
profile of the user running the installer, typically something like



c:\Users\\AppData\Local\Temp



or somewhere similar on Windows machinestypically /tmp on unix/linux



On Wed, Jun 14, 2017 at 9:58 AM, Joel D Sender <jdsen...@earthlink.net> wrote:

**

I’ve got a ticket at BMC for this, but I thought the ARSlist might have some 
insight:



I am attempting to upgrade ARS 8.1 to 9.1.3 (or 9.1.2 – same problem).

Both versions complain that the ‘AR System Server Admin’ user fails 
authentication.

I’ve verified that ‘Demo’ and my ID can login to the server with the same 
passwords entered into the upgrade dialog.



BMC support has requested LOG files from the install, but after extensively 
searching the disk, no log files are found.



Anyone bump into this before?

Thanks,

Joel

Joel Sender  *   jdsen...@earthlink.net






 
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v.9.1.3 upgrade fails

[Joel D Sender]

I’ve got a ticket at BMC for this, but I thought the ARSlist might have some 
insight:



I am attempting to upgrade ARS 8.1 to 9.1.3 (or 9.1.2 – same problem).

Both versions complain that the ‘AR System Server Admin’ user fails 
authentication.

I’ve verified that ‘Demo’ and my ID can login to the server with the same 
passwords entered into the upgrade dialog.



BMC support has requested LOG files from the install, but after extensively 
searching the disk, no log files are found.



Anyone bump into this before?

Thanks,

Joel

Joel Sender  *   jdsen...@earthlink.net





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Re: Migrator Tool

[Joel D Sender]

Brian,

I have used Misi's tools in batch files and, yes, they can be automated, i.e
called from an escalation.

One of my favorite tricks is opening several DOS windows and running
concurrent instances of rrrChive to sync data across servers.

In that case, each instance synchronized data from forms with different
prefixes (CHG, SYS, INC, etc.)

 

I recommend the 'rrr' tools as they have helped me MANY times, for many
clients.

I haven't used Migrator in a long time (thanks, again Misi), but the last
time I did it was less reliable and slower than the free tools.

HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia
Sent: Thursday, February 9, 2017 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Migrator Tool

 

** 

I'll have to play around with that combo too.  Your tools are always top
notch.

 

Would this be the correct steps:

 

- run RRRExportDef on both Source and Destination server

- run RRRDefDiff on the files created

- run RRRImportDef or RRRDeleteObject based on the results of RRRDefDiff

 

So it looks like for RRRImportDef I would need to rerun RRRExportDef based
on RRRDefDiff results.  For RRRDeleteObject I would feed the parameters of
the objects I would like to delete from RRRDefDiff.  If that's the correct
steps, can it be automated in a batch file or does it require manual
intervention?

 

Brian

 

  _  

From: Action Request System discussion list(ARSList) 
on behalf of Misi Mladoniczky 
Sent: Thursday, February 9, 2017 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Migrator Tool 

 

** 

Hi,

Why not try a combination of RRR|ExportDef, RRR|DefDiff, RRR|ImportDef and
RRR|DeleteObject.

The important one is RRR|DefDiff, mening that you can use other tools to
export/import definitions and delete surplus objects.

https://rrr.se/cgi/tools/main?tool=rrrDefDiff 


  RRR|DefDiff

rrr.se

RRR|DefDiff updated 2015-06-16 Finds differences between two def-files



https://rrr.se/cgi/tools/main?tool=rrrExportDef 


  RRR|ExportDef

rrr.se

RRR|ExportDef updated 2012-11-23 Exports definition files from your server



https://rrr.se/cgi/tools/main?tool=rrrImportDef 


  RRR|ImportDef

rrr.se

usage: rrrimportdef [ -l error.log ] [ -e error.def ] [ -verbose ] [ -silent
] server tcpport user password import.def usage: rrrimportdef -help



https://rrr.se/cgi/tools/main?tool=rrrDeleteObject

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


  RRR|Home

www.rrr.se

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performance by using RRR|Log. It will help you make sense of the information
in the Remedy log ...




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rrr.se

RRR|Log Fix specific performance problems or work proactively with
performance by using RRR|Log. It will help you make sense of the information
in the Remedy log ...





February 9, 2017 5:52 PM, "Brian Pancia"  > wrote: 

I'm blowing off the dust on BMC Migrator. It has been years since I've
messed with it. I've used it in the past to migrate small amounts of code
from dev to test to production. What I'm looking at now is using it as a
sync tool between the environments for code only. I've usually just done a
database backup and restore in the past and for small code migrations I just
export/import .def files. There are definitely pros/cons to all these
methods. My plan now is to use RRRChive to migrate data updates and BMC
Migrator to do code migration. This will give me much more control then a
simple database backup and restore. Is anyone currently taking this approach
between dev/test/prod. We're using MS SQL 2012 on the backend, which I'll
use database replication between prod and coop.

Brian

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Re: Automated Ticket

[Joel D Sender]

Mark,

I'd need to know more about the requirement to be sure, but .

You could define a Service Request for the re-occurring task and define a
'Next Action' date field and an interval.

You would then calculate the Next Action date in the SRD.

Then the only customization would be an escalation on the ServiceRequest
form that submits a 'copy' of itself on the Next Action date.

HTH,

Joel

Joel Sender  * jdsen...@earthlink.net  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 13, 2017 6:43 AM
To: arslist@ARSLIST.ORG
Subject: Automated Ticket

 

** 

Hi All & TGIF the 13th,

 

In our legacy Remedy 6,3 totally customized system, we had a custom form
(Scheduled Ticket), like a ticket template, that included interval and next
creation date. An escalation would run against the Scheduled Ticket form and
if the next creation date was today, then a Trouble Ticket (e.g. Incident)
would be created. Then based on the interval (e.g. weekly) the next creation
date would be set in the Scheduled Ticket.

 

When we moved to ITSM 7.6.04, I created a similar customization but based it
on Work Orders. Now that we are moving to ITSM 9, I have been asked if there
is a functionality within ITSM that can be leveraged rather than doing this
heavy customization. If there is a way, that would be great. If anyone has
done something similar, it would be great to hear about.

 

Thanks

Mark

 

Mark Brittain  | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

Navisite

 

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Re: Pat Zandi

[Joel D Sender]

It hurts to lose one of our own; he is missed



Joel

Joel Sender  *   jdsen...@earthlink.net



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, January 11, 2017 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Pat Zandi



**

Folks,

I wanted to take a few moments and let those of you who are following the list 
know that Pat Zandi passed away on Monday.

Pat had been battling cancer for the last year.  He came to work for Dev 
Technology about a year or so before I did after he retired from the Air Force. 
 He was a great team mate, and a good guy.  He will be missed.

His obituary can be found here:  
http://www.colonialfuneralhome.com/home/index.cfm/obituaries/view/fh_id/11079/id/4062535

Warren



--

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

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Re: Monitoring Atrium Integrator jobs

[Joel D Sender]

Custom. How  are OOB different?



Joel

Joel Sender  *   jdsen...@earthlink.net



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Wednesday, January 4, 2017 10:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Monitoring Atrium Integrator jobs



**



Is this OOB integration jobs or custom jobs?



--

J



2017-01-04 20:11 GMT+01:00 Joel D Sender <jdsen...@earthlink.net>:

**

Hi All,

I’ve got a client running a large number of scheduled Atrium Integrator 9.1 
jobs and they want to be notified when one fails.

In the past, we set-up workflow to send notifications when an A.I. job failed.

However, in the brave new world of ‘NO CUSTOMIZATIONS’ we need an OOB solution.

We could open and auto poll the results form, but that requires logging in and 
monitoring the screen.

Any suggestions for automated notices?

Joel

Joel Sender  *   jdsen...@earthlink.net





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Monitoring Atrium Integrator jobs

[Joel D Sender]

Hi All,

I’ve got a client running a large number of scheduled Atrium Integrator 9.1 
jobs and they want to be notified when one fails.

In the past, we set-up workflow to send notifications when an A.I. job failed.

However, in the brave new world of ‘NO CUSTOMIZATIONS’ we need an OOB solution.

We could open and auto poll the results form, but that requires logging in and 
monitoring the screen.

Any suggestions for automated notices?

Joel

Joel Sender  *   jdsen...@earthlink.net





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Re: Setting home page view via workflow

[Joel D Sender]

Dustin,

This being the Action Request System, there are a number of ways to
accomplish this.

One way would be to have the Public home page open for everyone.

The first Active Link 'ON OPEN' would check to see if the User was a
technician. 

If yes, and then open the 'other' home page and close the public one.

Since there won't be an active link on the technician's home page there will
not be any looping.

 

It's been awhile since I've done this, but we set up a dummy home page,
possibly due to tight security.

It was minimal form with text trim along the lines of "Please wait ."

It had On Open active link that opened the tech home page on the 

THEN condition and the Public (default) home page on the ELSE condition. 

Again, no looping.  

HTH,

Joel

Joel Sender  * jdsen...@earthlink.net  *
310.829.5552

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Thursday, December 29, 2016 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Setting home page view via workflow

 

** 

Greetings!

 

I have constructed a home page with two different views; one for the
technicians and one for everyone else.  The fields that I have for the
'public' view doesn't apply to the technicians and vice-versa.  Is there a
way to choose which view the home page displays when it opens based on group
membership?

 

I know how to control the view displayed with the Open Window active link.
However, attempting that on the home page results in an infinite loop.  If
someone knows of a better way to position the fields to where I can use one
view and control visibility via permissions, that would also work.  I just
didn't want gaps in one view or the other caused by my choices of field
placement.

 

I hope this makes sense.

 

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648

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


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Re: Custom apps + Remedy v9.1?

[Joel D Sender]

Carina,

If there aren't any hooks into ITSM, then the other apps can co-exist on AR
server.

My only caution is to make sure that the server is large enough to handle
the load.

ITSM is both large and CPU intensive.

HTH,

Joel

Joel Sender  *   jdsen...@earthlink.net  *  310.829.5552

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Burns, Carina
Sent: Monday, November 21, 2016 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?

 

** 

Thank you all for the replies!   

We have no interest in keeping our custom Help Desk app and would replace it
with service desk.  So in that respect it will be a clean install with
problem categories, locations, user and support staff info the only thing
migrating.  Once we get more information on how asset management works, we
may replace our current custom tech inventory tracking form as well.

What I was mostly concerned about is whether or not our other vertical apps
(Textbook Tracking, Chg Mgt for our finance platforms) could co-exist with
ITSM.  I can import those applications with their respective data as they
are stand alone - no hooks to the help desk form we have.

As far as using overlays, I wouldn't want to alter any workflow on OOB ITSM
but I could imagine needing to create a few views based on job function as
I've had to do that with our custom HD app.  I could also see management
wanting a few specific escalations and notification options

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel D Sender
Sent: Friday, November 18, 2016 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?

 

** 

Carina,

I may be spitting into the wind here, but you may want to compare migrating
to ITSM vs adding "user friendly/self service" to what is already working.

As previously noted the best approach is a clean install of ITSM and
determine what functions need to be added to the OOB config.

This analysis is a major effort. Once the additional functions are
identified, the correct approach is to add only buttons/active links that
open external (to ITSM) forms with their own workflow.

The ITSM overlays will preserve these links without any impact upon or from
ITSM.

Adding the missing functions to ITSM needs to be done very carefully, with
an understanding of how overlays work.

These complex modifications, as Doug Mueller often points out, are 
discouraged.

 

An alternative would be to keep the custom app (wind speed increasing) and
create "user friendly/self service" views on old forms, or new front-end
forms.

This will allow 'pushing' data to the existing application to take advantage
of the 'mature' workflow. 

 

I suspect that the level of effort to analyze, re-build 'must have'
functions, integrate and deploy ITSM will be significantly greater than
building a shiny new front end.

If management is insisting on moving to an (almost) all OOB ITSM, at least
you can identify the full cost.

 

Hope this helps,

Joel

Joel Sender  *   jdsen...@earthlink.net  *  310.829.5552

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Friday, November 18, 2016 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?

 

** 

I have to agree with Christian.  The forms and such that we're running on
ARS 7.1 previously came from the 3.x branch.  The previous developer had
added fields and workflow in order to keep things current for business
processes.  I'm working on doing a migration to 9.1 instead of an in-place
upgrade.  I'm having to ensure that I don't import forms that were already
present in the 9.1 installation.

 

I've pretty much got the forms and data, except for attachment pools, copied
over.  I'm currently tweaking the interface the best that I can and adding
in some additional functionality that management wants.  As far as Dev
Studio goes, I'm working in Base Development mode for the forms that I'm
modifying since I need to be able to update the elements that were
previously on the form.  The "user friendly / self-service" bit was also a
major driver for the migration.

 

I hope the upgrade goes well for you.

 

--Dustin Fawver

 

HelpDesk Technician

Information Technology Services

East Tennessee State University

faw...@etsu.edu

 

 

  _  

From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG>
on behalf of Smerz, Christian <cesm...@eprod.com>
Sent: Friday, November 18, 2016 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1? 

 

** 

Hi Carina,

Typically custom apps are easy to upgrade.  The big things to look for are
what AR features are being used that are deprecated in the new version.  If
your app is running on 8.1.02 there shouldn't be much issue to upgrade that
I can think of.

With respect to overlays, they are usually in place to p

Re: Custom apps + Remedy v9.1?

[Joel D Sender]

Carina,

I may be spitting into the wind here, but you may want to compare migrating
to ITSM vs adding "user friendly/self service" to what is already working.

As previously noted the best approach is a clean install of ITSM and
determine what functions need to be added to the OOB config.

This analysis is a major effort. Once the additional functions are
identified, the correct approach is to add only buttons/active links that
open external (to ITSM) forms with their own workflow.

The ITSM overlays will preserve these links without any impact upon or from
ITSM.

Adding the missing functions to ITSM needs to be done very carefully, with
an understanding of how overlays work.

These complex modifications, as Doug Mueller often points out, are 
discouraged.

 

An alternative would be to keep the custom app (wind speed increasing) and
create "user friendly/self service" views on old forms, or new front-end
forms.

This will allow 'pushing' data to the existing application to take advantage
of the 'mature' workflow. 

 

I suspect that the level of effort to analyze, re-build 'must have'
functions, integrate and deploy ITSM will be significantly greater than
building a shiny new front end.

If management is insisting on moving to an (almost) all OOB ITSM, at least
you can identify the full cost.

 

Hope this helps,

Joel

Joel Sender  *   jdsen...@earthlink.net  *  310.829.5552

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Friday, November 18, 2016 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?

 

** 

I have to agree with Christian.  The forms and such that we're running on
ARS 7.1 previously came from the 3.x branch.  The previous developer had
added fields and workflow in order to keep things current for business
processes.  I'm working on doing a migration to 9.1 instead of an in-place
upgrade.  I'm having to ensure that I don't import forms that were already
present in the 9.1 installation.

 

I've pretty much got the forms and data, except for attachment pools, copied
over.  I'm currently tweaking the interface the best that I can and adding
in some additional functionality that management wants.  As far as Dev
Studio goes, I'm working in Base Development mode for the forms that I'm
modifying since I need to be able to update the elements that were
previously on the form.  The "user friendly / self-service" bit was also a
major driver for the migration.

 

I hope the upgrade goes well for you.

 

--Dustin Fawver

 

HelpDesk Technician

Information Technology Services

East Tennessee State University

faw...@etsu.edu

 

 

  _  

From: Action Request System discussion list(ARSList) 
on behalf of Smerz, Christian 
Sent: Friday, November 18, 2016 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1? 

 

** 

Hi Carina,

Typically custom apps are easy to upgrade.  The big things to look for are
what AR features are being used that are deprecated in the new version.  If
your app is running on 8.1.02 there shouldn't be much issue to upgrade that
I can think of.

With respect to overlays, they are usually in place to protect BMC
application objects.  If you're a custom app shop and don't have BMC apps in
place at this point, I wouldn't think overlays really come into play.

 

Regards,

Christian Smerz

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Burns, Carina
Sent: Friday, November 18, 2016 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Custom apps + Remedy v9.1?

 

** 

Howdy!

 

We're currently on ARS v8.1.02 and run nothing but custom apps.  One of
those apps is a help desk app that was designed easily 15+ years ago.  It's
had some tweaks and upgrades but is long in the tooth and support management
wants something "user friendly/self service" but at the same time, I need to
keep our custom apps (financials change mgt, textbook tracking, etc).  We
also have our tech inventory in a custom form and are considering using
BMC's offering there as well.  I'm talking with our BMC rep about upgrading
9.1. 

 

I'm hoping some of you out there are running mixed tools; custom apps
supported by the ARS engine and then also running BMC's apps -  ITSM or
Service Innovation, CMDB, and so on.  

 

Questions:

How hard was it to migrate your custom apps up to 9.1?

Could you integrate parts of it using  the form overlays in Developer
Studio?

 

We already have servers on site and so would not be running this "cloud
based."

 

Thanks for the insight!

 

Carina Burns Randolph

Database Administrator

Richardson ISD, Information Svcs.

carina.bu...@risd.org

469-593-0227

 

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

 

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Re: Validate 2 character fields using LIKE

[Joel D Sender]

Kaur,
Your search will only find all of Field-B in Field-A 
You can search for: "%" + "DEF" + "%" in either field.

What are you trying to accomplish with this search?

Joel
Joel Sender  *   jdsen...@earthlink.net  *  310.829.5552

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
Sent: Monday, November 7, 2016 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Validate 2 character fields using LIKE

Hi all,
 
I need to write a qualification to validate a field in form A against a field 
in form B using "%" and LIKE.The qualification I have written is
 
$fieldA$ LIKE "%"+'fieldB'+"%"   , where
 
fieldA- field in form A
fieldB -field in form B
 
fieldA= ABC DEF
fieldB= XYZ DEF
  
I need to do a partial search on the basis of 'DEF'

Please help me in solving this.
 
Thanks!!

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Re: ADM: ARSlist Move, expect flakiness for the next 4 days

[Joel D Sender]

Jason,

Thanks for taking this on.

As someone who once filled-in for Dan, I know you’ll have great (Listserv) 
power and the great responsibility that comes with it

(Apologies to Spider-man)

Seriously, your efforts are appreciate by many people around the world.

Keep a copy of the unsubscribe directions handy,

Joel

Joel Sender  *   jdsen...@earthlink.net  *  310.829.5552

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, November 3, 2016 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADM: ARSlist Move, expect flakiness for the next 4 days

 

** 

Hello everybody,

 

As Dan mentioned I am now taking on much of ARSlist daily duties. Most of you 
probably already know me (many in person). Just a quick introduction for those 
that don't know me...

 

I have been doing Remedy Development since 2001, starting on version 4.x. I 
think that makes me like a 2nd or 3rd generation Remedy developer. I live 
mostly in the custom Remedy development world but have supported and customized 
ITSM as well. More recently I have been branching out into Java programming. I 
was proud to be a volunteer for WWRUG conferences and love being a part of this 
community.

 

Anyway, I am here (and on the BMC Communities) to help however needed.

 

Jason

 

On Thu, Oct 27, 2016 at 1:07 PM,  wrote:

** 

So, the journey continues. The ARSlist outside of communities will be on 
listserv still and email addresses and web site URL will remain the same, we 
hope. Your subscription should continue, we hope. The archives should be there 
for the new list, we hope. So if all goes well as we hope by next Tuesday just 
carry on. That is if licensing and redirect goes as planned.

 

Misi of RRR has agreed to become the new corporate sponsor and house the list. 
WWRUG was the sponsor for the past 5 years.

 

Jason Miller will be your new master of ceremonies, uhm Moderator\Admin.

 

I will be around in the background but mostly in Communities for ARSlist, WWRUG 
and Developer.

 

Please expect one or more outages between now and Monday as we repoint the 
internet from Canada to Sweden, at least it is another hockey country.

 

Cheers Dan

_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: New ARSList server test mail 2

[Joel D. Sender]

Misi & Dan,
THANK YOU !
Now I can change my Halloween costume from scary BMC/Communities to sexy 
ARSlist poster! (or is that redundant?)
Email may be 'old school' but it's what works best for our community.
I know how challenging this transition can be, so take 10 'Attaboys' and bask 
in our gratitude.
Joel
Joel Sender 
jdsen...@earthlink.net
  

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TEST

[Joel D Sender]

No postings on Thursday?



---
This email is free from viruses and malware because avast! Antivirus protection 
is active.
http://www.avast.com

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runmacro date prompt OK in ARuser, but fails in runmacro

[Joel D. Sender]

I built a macro in ARuser that prompts for a date.
When I run the macro in ARuser, it accepts my typing in: 04/04/2012
A runmacro execution (from a filter or in a CMD window) fails with: -p 
StartDate=04/03/2012
also fails with: -p StartDate=04/03/2012 
also fails with: -p StartDate=04/03/2012 00:00:00
also fails with: -p StartDate=04/03/2012 00:00:00

AR versions  7.0 have accepted: -p StartDate=04/03/2012

Anyone know of a 'new' trick I'm missing?
(under a bit of a time crunch here ...)

THANKS,
Joel

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Re: runmacro date prompt OK in ARuser, but fails in runmacro

[Joel D. Sender]

We have not set ARDATE or ARDATEONLY. Using the defaults.
ARERR 1590 says the date format is invalid.
Thanks,
Joel

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Re: runmacro date prompt OK in ARuser, but fails in runmacro

[Joel D. Sender]

I just tried the date value in seconds (i.e. 1334257637) and it, too failed.
sigh
Joel

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Re: Run IF Qualification logic help.

[Joel D Sender]

To execute when the Status CHANGES to Cancelled or Resolved
ONLY if Desc LIKE BYOD Request

(('Description' LIKE BYOD Request -%) AND ('Status' != 'DB.Status')
AND (('TR.Status' = Cancelled) OR ('TR.Status' = Resolved)))

For all requests, leave out the 'Desc Like ...'

DB.x != x means the field 'x' is changing.
Specific TR.x values will trigger execution.
HTH,
Joel
Joel Senderjdsen...@earthlink.net310.829.5552

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Friday, October 07, 2011 1:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Run IF Qualification logic help.

--0016364181d3d1eaa704aebaeff6
Content-Type: text/plain; charset=ISO-8859-1

http://www.mail-archive.com/arslist@arslist.org/msg25578.html
http://arsystemblog.blogspot.com/2010/05/field-reference-in-ar-system-filter
.html

On Fri, Oct 7, 2011 at 2:55 PM, Larry Barnes
larry.bar...@thecreek.comwrote:

 I'm trying to get Remedy to send out an email to a select group with a 
 message that the incident ticket has been resolved or cancelled.  From 
 reading the Work Flow Objects Doc file I believe it's telling me that 
 if I use the TR.STATUS field it will process the Status field for 
 the current ticket; not what's in the database for that ticket; is 
 this correct?


 When I first set up the Run If statement I started getting spammed 
 every
 5 minutes.  The second attempt doesn't send anything out.  Any ideas 
 or help would be grateful.

 First attempt was:
  ('Description' LIKE BYOD Request -%) AND (('Status' = Resolved) 
 OR (Status' = Cancelled)) AND ('Assigned Group' = Enterprise
 Security)


 Current Run If statement is: (and it doesn't sent out anything)

  ('Description' LIKE BYOD Request -%) AND ((('Status' = Resolved) 
 AND ('TR.Status' != 'DB.Status')) OR (('TR.Status' = Cancelled) AND 
 ('TR.Status' != 'DB.Status'))) AND ('TR.Assigned Group' = Enterprise
 Security)


 Thanks,

 Larry Barnes
 Remedy, HP3000,  Level II Support


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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are



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--0016364181d3d1eaa704aebaeff6
Content-Type: text/html; charset=ISO-8859-1
Content-Transfer-Encoding: quoted-printable

**
a href=3Dhttp://www.mail-archive.com/arslist@arslist.org/msg25578.html;h=
ttp://www.mail-archive.com/arslist@arslist.org/msg25578.html/adiva hre=
f=3Dhttp://arsystemblog.blogspot.com/2010/05/field-reference-in-ar-system-=
filter.htmlhttp://arsystemblog.blogspot.com/2010/05/field-reference-in-ar=
-system-filter.html/a/div
divbrdiv class=3Dgmail_quoteOn Fri, Oct 7, 2011 at 2:55 PM, Larry B=
arnes span dir=3Dltrlt;a href=3Dmailto:larry.bar...@thecreek.com;La=
rry.bar...@thecreek.com/agt;/span wrote:brblockquote class=3Dgmail=
_quote style=3Dmargin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:=
1ex; I#39;m trying to get Remedy to send out an email to a select group
with a=
br
message that the incident ticket has been resolved or cancelled. =A0Frombr=

reading the Work Flow Objects Doc file I believe it#39;s telling me that i=
fbr I use the quot;TR.STATUSquot; field it will process the Status field
for = thebr current ticket; not what#39;s in the database for that
ticket; is thisbr correct?br br br When I first set up the Run If
statement I started getting spammed everybr=

5 minutes. =A0The second attempt doesn#39;t send anything out. =A0Any idea=
s orbr help would be grateful.br br First attempt was:br
=A0(#39;Description#39; LIKE quot;BYOD Request -%quot;) AND ((#39;Sta=
tus#39; =3D quot;Resolvedquot;)br OR (Status#39; =3D
quot;Cancelledquot;)) AND (#39;Assigned Group#39; = =3D
quot;Enterprisebr Securityquot;)br br br Current Run If statement
is: (and it doesn#39;t sent out anything)br br
=A0(#39;Description#39; LIKE quot;BYOD Request -%quot;) AND (((#39;St=
atus#39; =3D quot;Resolvedquot;)br AND (#39;TR.Status#39; !=3D
#39;DB.Status#39;)) OR ((#39;TR.Status#39= ; =3D quot;Cancelledquot;)
ANDbr (#39;TR.Status#39; !=3D #39;DB.Status#39;))) AND
(#39;TR.Assigned Grou= p#39; =3D quot;Enterprisebr Securityquot;)br
br br Thanks,br br Larry Barnesbr Remedy, HP3000, amp; Level II
Supportbr br
___=
br
UNSUBSCRIBE or access ARSlist Archives at a href=3Dhttp://www.arslist.org=
 target=3D_blankwww.arslist.org/abr
attend wwrug11 a href=3Dhttp://www.wwrug.com; target=3D_blankwww.wwrug=
.com/a ARSList: quot;Where the Answers Arequot;br
/blockquote/divbr/div _attend WWRUG11 www.wwrug.com  ARSlist: Where
the Answers Are_

--0016364181d3d1eaa704aebaeff6--

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Re: Mid-tier and Scanners

[Joel D. Sender]

**

Need some details:

Are you using active links that fire on 'return' ?  (scanner appends a CR
to each scan).

Are the active links not firing on MT?



Joel

***

Joel Sender



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners



Really basic stuff.  Enter data into 2 or 3 fields, submit the requests,
change from one form to another and logout.  There may be printing down the
road.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Thursday, October 08, 2009 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-tier and Scanners



**

What kind of interaction are you looking for? Are you looking to just submit
requests or do you want to encompass all functions such as Query, Submit,
Modify, Delete?



Tauf Chowdhury

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779







From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bill Myers
Sent: Thursday, October 08, 2009 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier and Scanners



**

Is it possible to have a scanner interact directly with a Remedy 7.1
mid-tier application.  The scanner we are using is a Symbol running IE on
WinCE 5.01.  We have the mid-tier application on the scanner display, but,
can't get any workflow to fire.  So far, we've not discovered a scanner
configuration or workflow setting that will work.



I've searched the archives and have seen where this subject is brought up,
but, no answer is provided.  At least that I could find.  BMC support has
been unable to provide any information.  Hopefully, the answer doesn't
involve more software.



ARS 7.1 patch 2 on Windows 2003 server

Oracle 10g on Linux

Mid-tier 7.1 - Apache/Tomcat on Windows 2003 server



Thanks!



Bill Myers

Remedy Developer

Datacraft Solutions, Inc.

bmy...@datacraftsolutions.net

(p) 919-667-9804

(f) 919-682-5986

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Re: I could use your help ** PHISHING SPAM ** WARNING **

[Joel D. Sender]

THIS IS A PHISHING SITE. 
DO NOT FOLLOW THE LINK
DO NOT ENTER YOUR PASSWORD(s)
 
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Greg Fabie
Sent: Wednesday, September 30, 2009 6:47 PM
To: arslist@ARSLIST.ORG
Subject: I could use your help
 
I just joined QuietAgent.com, a 24x7 job hunter that keeps me in the market for 
a new job.

You can help me win a free Netbook to aid me in my job search, simply by 
checking it out and joining – it's free, takes 3 minutes and keeps you totally 
anonymous.

Please join. The more people I get to join, the more chances I have!!
Check it out  http://www.quietagent.com/?source=325 
QuietAgent
This email was sent to you at: arslist@arslist.org by your friend/contact: 
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If you prefer not to receive further emails from your friend at QuietAgent, 
please click here to unsubscribe 
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image001.gif

WWRUG09 Update: Committee Meets at the Hard Rock Hotel

[Joel D. Sender]

**

The WWRUG09 Committee met at the Hard Rock Hotel (HRH) in Las Vegas this
week to finalize the details of the WWRUG09 events with HRH's Event
Coordinators. This was our final meeting before the WWRUG09 Conference, with
all the details laid out and final tasks and requirements assigned. We will
all be very busy preparing for the November 9 start of WWRUG09.

The Tutorials, Case Studies, Vendor demonstrations and Partner Fair will be
in the renovated convention wing, which is easily accessible from the hotel
rooms. The Opening Ceremony, with out Keynote Speaker Doug Mueller, will be
held in a fantastic, over-the-top, Hard Rock Hotel venue not to be missed.

As WWRUG09 gets closer, we are all getting more excited. The conference
schedule for the most part is solidified, with the possibility of adding
additional Vendor Demonstrations or TRACKS of events. Tutorials will be held
during the morning sessions, covering the new Developers Studio (AR Admin
tool replacement), ITSM, SRM, Custom Application Development, and more. By
just attending the tutorials, you'll save thousands of dollars for tuition
and travel compared to any other Education option. Plus WWRUG09 offers
unique Case Studies filled with real-world experiences, as well as, access
to Vendor Partner demonstrations and Fair booths. There is no better return
of investment (ROI) for your education budget than what you will receive at
WWRUG09.



EXTRA #1: All tutorial and presentation materials will be provided to each
attendee on a USB Drive when they sign-in at the conference.



EXTRA #2: On November 10th and 11th, WWRUG09 will host 'ITIL 3.0 Awareness
Session' and 'BSM International Airport Simulation' courses by RAPTEK.
These two courses include proprietary training material, so there is an
additional fee, paid directly to RAPTEK. Sign-up at the page bottom at
www.WWRUG.org/wwrug/schedule.html http://www.wwrug.org/wwrug/schedule.html
.



We will keep you posted as the date draws near: check for schedule updates
at www.WWRUG.org/wwrug/schedule.html
http://www.wwrug.org/wwrug/schedule.html



If you haven't registered yet, it's not too late: www.WWRUG.com
http://www.wwrug.com/

Thanks,

Joel



WWRUG09 Committee

Daniel Bloom

Phil Bautista

Joel Sender

Lenny Warren



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WWRUG09 Update: Committee Meets at the Hard Rock Hotel - CORRECTION

[Joel D. Sender]

CORRECTION: DOUG MUELLER IS THE KEYNOTE SPEAKER.
. with our is correct.  Sorry.


The WWRUG09 Committee met at the Hard Rock Hotel (HRH) in Las Vegas this
week to finalize the details of the WWRUG09 events with HRH's Event
Coordinators. This was our final meeting before the WWRUG09 Conference, with
all the details laid out and final tasks and requirements assigned. We will
all be very busy preparing for the November 9 start of WWRUG09.
The Tutorials, Case Studies, Vendor demonstrations and Partner Fair will be
in the renovated convention wing, which is easily accessible from the hotel
rooms. The Opening Ceremony, with our Keynote Speaker Doug Mueller, will be
held in a fantastic, over-the-top, Hard Rock Hotel venue not to be missed.
As WWRUG09 gets closer, we are all getting more excited. The conference
schedule for the most part is solidified, with the possibility of adding
additional Vendor Demonstrations or TRACKS of events. Tutorials will be held
during the morning sessions, covering the new Developers Studio (AR Admin
tool replacement), ITSM, SRM, Custom Application Development, and more. By
just attending the tutorials, you'll save thousands of dollars for tuition
and travel compared to any other Education option. Plus WWRUG09 offers
unique Case Studies filled with real-world experiences, as well as, access
to Vendor Partner demonstrations and Fair booths. There is no better return
of investment (ROI) for your education budget than what you will receive at
WWRUG09.

EXTRA #1: All tutorial and presentation materials will be provided to each
attendee on a USB Drive when they sign-in at the conference.

EXTRA #2: On November 10th and 11th, WWRUG09 will host 'ITIL 3.0 Awareness
Session' and 'BSM International Airport Simulation' courses by RAPTEK.
These two courses include proprietary training material, so there is an
additional fee, paid directly to RAPTEK. Sign-up at the page bottom at
www.WWRUG.org/wwrug/schedule.html http://www.wwrug.org/wwrug/schedule.html
.

We will keep you posted as the date draws near: check for schedule updates
at www.WWRUG.org/wwrug/schedule.html
http://www.wwrug.org/wwrug/schedule.html

If you haven't registered yet, it's not too late: www.WWRUG.com
http://www.wwrug.com/
Thanks,
Joel

WWRUG09 Committee
Daniel Bloom
Phil Bautista
Joel Sender
Lenny Warren

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Re: Printing current case in ITSM 7

[Joel D. Sender]

Try building a 'join' form with the fields you want in the report.
Crystal experts are helpful, but you'll have more control if you
do it yourself in ARS
HTH,
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of David Levenseller
Sent: Wednesday, November 21, 2007 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Printing current case in ITSM 7

Has anyone found an easy way to print the current case in ITSM? Even if I
run a report for a group of cases, the Work info doesn't show up. Has anyone
figured out a way to get this to work?

Thanks for any ideas,

 David Levenseller


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OT-Great Minds Think Alike

[Joel D. Sender]

** 





Joel

*

Joel D. Sender

Director of Western Operations

QMX Support Services, Inc.

[EMAIL PROTECTED]

 

 


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image001.gif

Re: Date/Time Field?

[Joel D. Sender]

You need an Active Link that runs on 'window open' to 'set field' to
$TIMESTAMP$ + 60*60*24*28
HTH.
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Mayfield, Andy L.
Sent: Tuesday, November 06, 2007 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Date/Time Field?

Is there a way to set a default value on a Date/Time field?

What I would like to do is have a Date/Time field that sets a default
value of 4 weeks in the future when the form is opened.
It seems you could set a default value something like $TIMESTAMP$ +
60*60*24*28, but it will not accept any variation of this that I've
tried.

Thanks,

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


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Re: GSA Schedule

[Joel D. Sender]

Rick,

QMX Support Services is a BMC Reseller for Federal clients on the GSA.
You can get pricing and shamelessplug access to highly experienced
and certified consultants /shamelessplug by contacting Mike Gauche
at 703.549.3690 or [EMAIL PROTECTED]

Mike is in the EASTERN time zone
HTH,
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]
610.887.9131 (FAX)
310.829.5552

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Rick Ponzo
Sent: Friday, September 14, 2007 1:58 PM
To: arslist@ARSLIST.ORG
Subject: GSA Schedule

I'm looking for a company that sells licenses on the GSA Schedule.

Anyone?

Thanks,

--
Rick Ponzo
IntegrITS Corporation
[EMAIL PROTECTED]


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Re: Error on particular CTI

[Joel D. Sender]

Just a thought ..
See if the summary (template) was set-up with a C/T/I that as since been 
deleted.
The template C/T/I may have been OK before, but is filling in an invalid C/T/I 
now
HTH,
Joel
*
Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of nsachin
Sent: Friday, July 13, 2007 3:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error on particular CTI

i think nobody is able to solve my problem.

Regards,
Sachin Namjoshi





nsachin wrote:

 Hi all Listers,

 I am getting a strange error on saving a request on CHG:Change form. After
 selecting a particular summary only ( as per predefined CTI) and filling
 all the required fields, I get this error as per attachment on Save
 button.

 After checking the log, I have found that this error is occurring after
 push field action.

 The save button works fine on other CTI's of Summary field. It doesn't
 give this SQL error after selecting other CTI's.

 Can you please help me on this?

  http://www.nabble.com/file/p11575655/SQLerror1.bmp SQLerror1.bmp

:-D
--
View this message in context: 
http://www.nabble.com/Error-on-particular-CTI-tf4073030.html#a11576647
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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ARS 7.0.1 Install crashes

[Joel D. Sender, ARSlist Administrator]

Hi all,
Here's why the few hairs I have left are grey:

New win 2003 sp1 server (all ms updates), SQL 2000 (std):
I installed the User  Admin tools OK.

When I attempt to install ARS 7.0.1 p1 (server.exe), after 
the last prompt (SA password) the install disappears. No 
log files, no event log entries, nothing!

Same result with Symatec AV disabled and windows 'data 
execution prevention' set to 'windows only'.

Same result with 'net ops' or on the actual console.
Same result if unicode is specified or not.

Same result with ARS 7.0.1 server.exe (no patch)
Same result on an identical server (intending to use SQL
on 1st server). 

Note that the install CD (burned from a download) and today's 
direct download to the server are both the same size, AND
both failed the same way.

I suspect that there's a windows setting causing this, but the
local SysAdmins (who seem real sharp) are at a loss.

BMC Support reports never having seen this behavior before. My
Case has been escalated to their next level. I've raised the 
escalation to the ARSlist.

BTW, I havn't had this much difficulty installing ARS since I
had to use diskettes for ARS 2.0 on a unix box ...

Thankx in advance,
Joel
[EMAIL PROTECTED]

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