Upgrade to 7.6.4 keeps crashing in Atrium upgrade section.

We are currently on ARS 7.1 patch 3 Atrium CMDB 2.1 patch 2 ITSM 7.0.3 patch 9 Windows/SQL Server We are trying to upgrade to 7.6.4 of ITSM and ARSystems. We completed the upgrade in our test lab 6 months ago. Now the process Crashes with the Atrium 7.6.4 upgrade about 65% complete. We are now

Re: Age old debate - categorizations

We generally use a template in remedy’s incident management for password unlocks and resets. The Incident type is set to User Service Request. An incident is indicated by a service restoration either at the user or infrastructure level. Under ITIL and incident is characterized by a service

Re: Best Practice for Customer Resolution Notifications?

In addition to Dean's items we also include a link to a follow-up quality control survey. We get about a 5-10 percent response for the survey. Lee. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division,

Re: How to go about Implementing the ITIL Processes when there is not process in Place?

for ITIL v 2 but covers the basic ITIL process on which Remedy was developed. Lee Marsh.   * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone:  202-305-9725  Cell:  202-203-0036 Email

Re: AR System Email server

If you are using a real mailbox as your outgoing mailbox, you should check that too. We get undeliverable messages in the outgoing mailbox, when the message is sent to a misspelled e-mail address. The e-mail engine successfully sent the e-mail so no error in ARS. It came back to the mail box as

Re: Benefit of Prefetch Remedy midtier 7.1

For us the most significant part of the pre-fetch is that the form is translated. It is translated to Java code and cached. This cache of Java code is available for any request for the form. We found that the translation takes significant server processing resources that impacts the

Re: Report Question

If your button calls a Crystal Reports formatted report, Crystal supports Parameter fields which prompt the operator at launch time. I use it for date ranges and other parameters with the reports I put on the report console. Parameter field definition is fairly including pull down selections

Re: Reporting on more than one form

You could use Crystal and run the archive search and report as a subreport. Hope this helps. Lee Marsh. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725

Re: User is able to login after making status to OFFLINE

. Lee Marsh   * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone:  202-305-9725  Cell:  202-528-1749 Email: lee.ma...@usdoj.gov * -Original

Re: User is able to login after making status to OFFLINE

Thanks Lee Marsh, We followed your instructions too. But still we are able to login. Any help? Thanks Regards, Rambabu Rudra System Administrator -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee Sent: Monday, March

Re: Change Manager - Change Implementer

missing something. Lee Marsh. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov

Re: User is able to login after making status to OFFLINE

Administrator -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee Sent: Monday, March 29, 2010 8:17 PM To: arslist@ARSLIST.ORG Subject: Re: User is able to login after making status to OFFLINE The administrator should

Re: CI Name - Computer Systems

in allowing us to track configuration items, primarily through asset management. If you need more details or discussion regarding some of the considerations that went into building this naming convention, please let me know. Hope this helps, Lee Marsh  * Lee Marsh

Re: Naming Standards

We always started the name with a 3 letter organization code and a dash for all additional or customized forms, filters, and active links. This let us easily identify all custom programming for upgrade purposes in the future. It all grouped all our changes together. It's not 100 percent but

Re: Profile question....

Richard In Remedy 7.0.3, When a call is assigned, I can think of 2 things occur that are checked in the profile. First the assignment Information data is updated in the General tab of the profile. Second the notification specifications are checked to see if the e-mail engine or alerts needs

Re: Remedy Email Engine Configuration.

Did you check to make sure you have the correct Application Service Password in the e-mail engine as in the ARSystems Server Information Connection Settings? (See page 42 of Administering BMC Remedy Email Engine manual). I made a typographical error in mine and generated similar errors.

Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation?

migration and no custom code. Folks probably know to equate the server name and IP address, but it caught us a little off guard at the time. Lee Marsh * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team

Re: Dealing with stolen Assets

in the process they are related to the CI. For example the remote wipe and delete service task complete by operations for a lost Black Berry. This works for us; however, our financials are not integrated at this time with Remedy. Hope this helps, Lee Marsh