Re: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Tauf Chowdhury]

Well that sucks. Hope it’s on his own terms. Sad to see the list go also but 
understandable. 
All of you admins have done a great job over the years. I wouldn’t be where I 
am today if it wasn’t for the list. You’re all.. ok most of you..  are amazing 
individuals and I wish you all the best in the future. Feel free to connect 
with me on LinkedIn. Thanks everyone! 

-Tauf Chowdhury


Sent from my iPhone

> On Oct 2, 2019, at 5:46 PM, arsl...@danielbloom.ca wrote:
> 
> 
> Doug Mueller’s last day at BMC was Monday, September 30th. As we all know, 
> Doug was the creator of the ARSystem as a founding member of Remedy 
> Corporation.
>  
> He has always retained the philosophy of supporting the user community, even 
> before he accepted my invitation to join this list in 1993.
>  
> After consultation with Jason and Misi, the current custodians of this 
> ARSlist, it was decided that I should post to this external list that Doug 
> has left, in the hopes that all current and former members of our community 
> can express their best wishes here where it can be done outside of a 
> Corporation based community and where Doug can of course also read them.
>  
> In Doug’s honor, it was also decided that we would shut down the ARSlist 
> permanently on US Thanksgiving, giving folks until then to post their 
> comments, and to signify the thanks we give to Doug for all he has done.
>  
> My understanding is that the archives will continue to be available, and of 
> course can be saved for posterity.
>  
> For my part, it was sad news that someone who has contributed so much, holds 
> so many forward thinking innovative patents singularly and jointly with 
> others, would be departing.
>  
> I was supposed to post this yesterday and it took me until today to accept 
> that he really had left. I won’t be disappointed if I am proven wrong …….
>  
> Dan
> Daniel Bloom
> Founder of the ARSlist in November 1993
> Active in the Remedy ARSystem world since 1.0
>  
>  
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Re: How to run a job on individual servers?

[Tauf Chowdhury]

Do you mean escalations? Also is this during a maintenance period or scheduled 
outage? You could always bring up one server at a time and that way you can 
ensure escalations are running on that server if you’re in a server group with 
the failover configured. 

Sent from my iPhone

> On Aug 21, 2019, at 6:50 AM, Thomas Miskiewicz  wrote:
> 
> Hi there
> 
> we got three servers in the group and would like to collect information on 
> every individual server. We did that in the past using a cron job but would 
> prefer escalation which can be controlled by workflow. The problem is 
> explanations run only on one of the three servers. Any idea how to trigger 
> workflow on each individual server?
> 
> 
> Thomas
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Re: Letting users link to external files

[Tauf Chowdhury]

You can always dump your files in an AWS S3 bucket and set appropriate general  
access permissions. You can then just hyperlink to the files in question. 

Sent from my iPhone

> On Jan 16, 2019, at 4:27 AM, Misi Mladoniczky  wrote:
> 
> Hi,
> 
> No, that is not what is needed. There are a lot of different permissions on 
> the file system level, and we can not have the AR server access the file 
> servers.
> 
> I just want to have an easy way to pick a file/path (or copy/paste it) into a 
> Remedy form, and then be able to display this as a clickable link (or have a 
> button to open it).
> 
> It would also be nice if the file could be loaded for preview in a View Field 
> on request...
> 
> 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
> 
> 
> 
> 
> January 15, 2019 1:52 PM, "LJ LongWing"  wrote:
> I have a file system ardbc plugin I've been working on that would work well 
> to enable that activity.
>> On January 15, 2019 5:37:54 AM "Misi Mladoniczky"  wrote:
>> 
>> Hi,
>> 
>> What would be good ways to allow users to enter a link to an external file 
>> or directory in the file system, and then allow other users follow these 
>> links to open the files/directories?
>> 
>> The interface would be Mid-Tier.
>> 
>> 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
>> --
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> 
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Re: URL to open a specific Knowledge Article

[Tauf Chowdhury]

Have you checked visibility group permissions and app permissions?

Sent from my iPhone

> On Aug 20, 2018, at 9:23 AM, Peter Rodriguez 
>  wrote:
> 
> Good day to you all,
> 
> I am trying to use a URL to open a specific Knowledge Base Article record but 
> keep getting kicked back to the Search Window rather than the record.  Any 
> help or direction is greatly appreciated.  Here is what I have tried so far:
> 
> https:///arsys/forms//RKM:KnowledgeArticleManager/Display+View/?qual='302300507'="KBA01201078"AND'302300500'="Published"
> 
> https:///arsys/forms/ 
> /RKM%3AKnowledgeArticleManager/Display+View/?qual=%27302300507%27%3D%22KBA01201078%22AND%27302300500%27%3D%22Published%22
> 
> https://arsys/forms//RKM:KnowledgeArticleManager/Display+View/?mode=Search/?qual='302300507'="KBA01201078"AND'302300500'="Published"
> 
> https:///arsys/forms//RKM:KnowledgeArticleManager/Display+View/?mode=Search/?qual=%27302300507%27%3D%22KBA01201078%22AND%27302300500%27%3D%22Published%22
> 
> Thanks in advance
> 
> 
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Re: BMC Remedy Helix - is it really a thing?

[Tauf Chowdhury]

Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms 

Sent from my iPhone

> On Jul 13, 2018, at 10:58 AM, Carl Wilson  wrote:
> 
> Yep,
> Renamed a while back to DWP Basic and DWP Advanced. 
> 
> Cheers
> 
>> On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList,  
>> wrote:
>> 
>> Yes. It is containerized in Docker. Whatever that means. And it is supposed 
>> to be available on AWS now with Azure and others in the future. 
>> 
>> Ok. How about a few install instructions. Screenshots? Documentation? 
>> Anything at all on their website that’s not from the marketing department. 
>> 
>> Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP 
>> (Digital Work Place). 
>> 
>> 
>> Sent from my iPhone
>> 
>>> On Jul 13, 2018, at 10:45, Tauf Chowdhury  wrote:
>>> 
>>> From some of the demos I’ve seen, the front end is basically SmartIt and 
>>> myit. I think the big changes are with the way it’s deployed and DB 
>>> options. I work at AWS now and I believe Helix can be installed against 
>>> Aurora DB, and can also be containerized. Not sure if that’s kubernetes or 
>>> docker or what. 
>>> 
>>> Sent from my iPhone
>>> 
>>>> On Jul 13, 2018, at 10:40 AM, Jason Miller  wrote:
>>>> 
>>>> Have you seen this post?   
>>>> https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers
>>>> 
>>>> "BMC Helix is our common brand for the suite of SaaS offerings centered 
>>>> around Remedy, Business Workflows, Digital Workplace, Discovery, Client 
>>>> Management and Innovation Suite."
>>>> 
>>>> Jason
>>>> 
>>>>> On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList 
>>>>>  wrote:
>>>>> I am supposed to be looking into this Helix on AWS thing. However, other 
>>>>> than a bunch of marketing stuff and youtube commercials, I can’t find 
>>>>> hide nor hair of it.
>>>>> 
>>>>> Does anyone know anything about it? Any documentation at all? Its does 
>>>>> not appear in the BMC Support site drop downs, there is really nothing on 
>>>>> communities (links back to the marketing page), and when you click on the 
>>>>> “Contact BMC Sales” button on the marketing site, the Product Interest 
>>>>> menu drop down doesn’t list it either. 
>>>>> 
>>>>> It was supposed to have been released in… May? It is now July and I can’t 
>>>>> find it. 
>>>>> 
>>>>> Anyone else see it in the wild?
>>>>> -- 
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>>>>> ARSList@arslist.org
>>>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>> 
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Re: BMC Remedy Helix - is it really a thing?

[Tauf Chowdhury]

From some of the demos I’ve seen, the front end is basically SmartIt and myit. 
I think the big changes are with the way it’s deployed and DB options. I work 
at AWS now and I believe Helix can be installed against Aurora DB, and can also 
be containerized. Not sure if that’s kubernetes or docker or what. 

Sent from my iPhone

> On Jul 13, 2018, at 10:40 AM, Jason Miller  wrote:
> 
> Have you seen this post?   
> https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers
> 
> "BMC Helix is our common brand for the suite of SaaS offerings centered 
> around Remedy, Business Workflows, Digital Workplace, Discovery, Client 
> Management and Innovation Suite."
> 
> Jason
> 
>> On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList 
>>  wrote:
>> I am supposed to be looking into this Helix on AWS thing. However, other 
>> than a bunch of marketing stuff and youtube commercials, I can’t find hide 
>> nor hair of it.
>> 
>> Does anyone know anything about it? Any documentation at all? Its does not 
>> appear in the BMC Support site drop downs, there is really nothing on 
>> communities (links back to the marketing page), and when you click on the 
>> “Contact BMC Sales” button on the marketing site, the Product Interest menu 
>> drop down doesn’t list it either. 
>> 
>> It was supposed to have been released in… May? It is now July and I can’t 
>> find it. 
>> 
>> Anyone else see it in the wild?
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>> https://mailman.rrr.se/cgi/listinfo/arslist
> 
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Re: OT: Resumes

[Tauf Chowdhury]

I still get recruiters calling me for L1 help desk positions because that’s how 
I started my career and had it on a resume. 
I wish I could go back to doing that btw!

Sent from my iPhone

> On Jun 10, 2018, at 7:09 AM, Daniel Bloom  wrote:
> 
> For larger companies you almost never send a resume to the hiring manager or 
> area, it goes to HR or some middle company that does the searching for them.  
> That almost always means they take your resume and put it through a computer 
> system that stores it then changes it’s format and extracts keywords and 
> other basic information.
>  
> That means to the point and make sure all the keywords are there or the 
> computer will spit it out. You also have to hope that they didn’t send 
> irrelevant requirements for the position that you couldn’t possibly have, or 
> my favorite, version N was released 3 weeks ago and they ask for 10 years of 
> Version N instead of Remedy in general. It is a no win situation. You don’t 
> want to criticize them for getting that wrong, but at the same time the 
> person that doesn’t know the area will reject your resume as not qualified 
> until the hiring area wonders why they have no candidates.
>  
> At the same time, what Warren says as well, since if you get through the 
> computer bit you still need to catch the attention of the humans.
>  
> Dan
>  
> From: Warren R. Baltimore II  
> Sent: Friday, June 8, 2018 11:14 AM
> To: ARSList 
> Subject: Re: OT: Resumes
>  
> LJ,
> 
> Years ago, in a Galaxy far, far away (The Ohio State University Medical 
> Center) I worked recruitment.  I had to go through HUNDREDS of resumes for 
> Nurses, Civil Service People, Allied Health professionals and Research 
> Assistants a day.  Needless to say, it gets a bit tedious!
> 
> The one thing that I would tell people is that you need to create a Resume 
> that will do 2 things.
> Get past that initial person (this was me) who had to identify potential 
> candidates, but maybe didn't necessarily understand everything that they were 
> reading.  For this person, you want to clearly identify your experience, 
> education and motivations.  You want to list your degrees, professional 
> certifications and associations.  Try not to leave any gaping holes in your 
> time line.  Try to keep it to one page, but don't go past 2.
> Once you are past that first person, you want this resume to also speak to 
> the person who is likely making the decisions on who to bring in.  They are 
> going to look for the more technical information.
> Remember, you can always bring a second resume to the interview that speaks a 
> bit more directly and technically to the manager.
> 
> My feeling about conversational v. bullet pointsconversational is just 
> harder to digest and tends to run long.  Bullet points pull out those items 
> you want to highlight and make them plain to see.  The cover letter can be 
> conversational if you wish, but don't get long winded!
> 
> Just my 2 cents!
> 
> PSI write the WORST resumes.  You would think after 12 years in HR, I 
> would have gotten better at it!
> 
> 
> 
>  
> On Fri, Jun 8, 2018 at 10:37 AM, LJ LongWing  wrote:
> I always find looking at other people's resumes/cv to be fascinating...there 
> are so many different ways to put together the details of your skills and 
> work histories.  I worked for a time as a team lead and looked at resumes of 
> potential contractors, so I've had a fair amount of exposure to various 
> formatsI know this isn't Remedy related, and there is no 'right' 
> answer...so I'm seeking opinions.
>  
> Should a resume be 'conversational' in nature, or is it better to have short 
> concise bullet points.
>  
> I personally find conversational resumes harder to digest...I find it harder 
> to pull out the relevant information that I'm looking for in a prospective 
> employee/contractorI've always found quick bullet point driven resumes 
> easier to read/digest and determine if the person has the skills necessary, 
> if not only at a high levelbut the down side of that type of resume is 
> that it eliminates all of the emotion and 'feel' from a person, which is both 
> good and badso, I'm curiousopinions, pro/con list, etc
> 
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> 
> 
> 
> 
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> Remedy & ServiceNow Developer
> 410-533-5367
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Re: BMC Remedy Web Service Limitations

[Tauf Chowdhury]

I thought the way it worked is that on Create, you could only push one worklog 
entry with 3 attachments. 
Then you’d have to GET the created incident and push the worklogs separately. 
Not sure though. It’s been a while for me. 

Sent from my iPhone

> On Jun 5, 2018, at 11:37 AM, Thomas Miskiewicz  wrote:
> 
> Hello there,
> 
> in the ITSM Suite an Incident can have 0-n WorkLogs and a WorkLogs can have 
> 0-5 attachments.
> 
> I’m trying to transfer that structure though a Web Service but looks like 
> Remedy is ignoring everything that does deeper than WorkLog:
> 
> 
> 
> Request:
> 
>  xmlns:soapenv="http://www.w3.org/2003/05/soap-envelope;>  xmlns:ns0="urn:webservice">
> 
> ARAdmin
> 
> Test 
> 001
> Only a 
> Test
> 
> 
> 
> 
> 
> 
> What other options do we have to deliver the Incident - WorkLogs - 
> Attachments combination?
> 
> 
> Thomas
> 
> 
> 
> 
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Re: SRM Fulfillment creation issue

[Tauf Chowdhury]

Totally doing this from memory but I’m pretty sure the reason is that the query 
is looking at the product catalog form and timing out. You can try to be more 
specific in your query or do some tuning on those tables. 


Sent from my iPhone

> On Mar 26, 2018, at 2:03 PM, LJ LongWing  wrote:
> 
> Well, for #1, you are issuing a query to the db that's not returning in the 
> 120 second timeoutfor #2 you are getting disconnected from the DBboth 
> scenarios are pointing to a DB that is either overwhelmed, or under 
> performing...I would highly recommend working with your DBA to figure out 
> what's happening at the DB level first.
> 
>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar  wrote:
>> Hi All,
>> 
>> We are facing below issue in our environment which causes a higher impact 
>> and Business critical.
>>  
>> SRM Fulfillment requests are not getting generated.
>>  
>> The requests are getting struck in the CAI Events form in the Running status 
>> for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>> We could see that PDT’s are also not getting connected to the Service 
>> Requests. (adding screenshot).
>>  
>> 
>> 
>> We are getting time out errors in the plugin and ARERR logs for the certain 
>> requests.
>>  
>> Error-1:
>>  
>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] 
>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker 
>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of 
>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. ERROR 
>> (94): Timeout during database query -- consider using more specific search 
>> criteria to narrow the results, and retry the operation; ATVIEUUSMS006:2000 
>> ONC/RPC call timed out
>>  
>> Error-2:
>>  
>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. (ARERR 
>> 552)
>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>> Process ID: 315236
>> Session ID: 411 Serial number: 60447
>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET 
>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 = 
>> 'PDT5704'
>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE 592)
>> 
>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are not 
>> able to create any request fulfillment after that.  Then we need to manually 
>> release.
>>  
>> Has one faced this kind of issues.
>> 
>> Thanks,
>> Dinesh kumar.
>> 
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>> 
> 
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Re: Any conferences this year?

[Tauf Chowdhury]

Wow.. Nov to October... long conference :)

On Mon, Mar 12, 2018 at 7:15 AM, Misi Mladoniczky <m...@rrr.se> wrote:

> Hi,
>
> It will be called SMAC this year, and tentative dates are set to November
> 29 through October 1. We should get more info soon...
>
> 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
>
>
>
>
>
> March 9, 2018 11:25 PM, "LJ LongWing" <lj.longw...@gmail.com
> <%22lj%20longwing%22%20%3clj.longw...@gmail.com%3E>> wrote:
>
> As I understand it, T3 is being planned again this year.
>
> On March 9, 2018 1:09:58 PM Saji Philip <sphili...@gmail.com> wrote:
>
> I know last year was the T3. Any BMC relates conferences this year..
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>
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>
>


-- 


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Re: Google Chrome and Advanced Search error

[Tauf Chowdhury]

It actually sounds like the Chrome build you are using is blocking an HTTP 
request causing the 404 error. You can try disabling some security features to 
see if that works. 

Sent from my iPhone

> On Feb 9, 2018, at 5:20 PM, Joel D Sender  wrote:
> 
> 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
> 
>  
> 
>   Virus-free. www.avast.com
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Re: Remedy Hosting

[Tauf Chowdhury]

Think of AWS as a virtual data center that just isn't on premise. Any
infrastructure you build there, you own, including security, performance
etc... so it's the same as doing an on prem install.. you're just building
the servers on AWS. Remedy as the app itself is not built to take advantage
of a lot of the features that AWS offers as far as auto scaling etc... but
you may be able to leverage that when setting up the web server layers.
RoD is simply SaaS so you are bound by BMC's change control policies.
They are there so you don't screw with core infrastructure and direct DB
access as BMC is on the hook to provide uptime. In fact the only SLA BMC
has with the customer is for uptime so they take it very seriously.
If you plan to move to Smartit and MyIT, RoD makes sense. If you have
custom apps where you've written optimal code, you can run it by BMC but
prob easier to just deploy in AWS. At the very least you can take advantage
of AWS's DR capabilities by hosting it out of their Virginia and Oregon
data centers.

On Mon, Sep 4, 2017 at 10:39 PM Joe D'Souza  wrote:

> **
>
> I can’t say much about the costs either, but can see one soft advantage
> over RoD. RoD has a couple of operational level disadvantages wherein you
> are not permitted without seeking the express approvals from the RoD team
> to allow workflow that contains Direct SQLs and Run Process actions. While
> this is possible on RoD, one requires to go through the hurdles of seeking
> those mandatory required approvals without which those pieces of workflow
> containing those two types of actions will not be promoted to production.
>
>
>
> Chances are AWS may not care about that..
>
>
>
> From the best of my knowledge, BMC has those restrictions enforced for
> security reasons. So you may want to find out what kind of security
> measures AWS has for any external actions that the ARS Server is capable of
> executing such as Run Processes, Direct SQL’s or maybe even processes that
> use specific ports such as the AR Port, http or https ports used by the Mid
> Tier or Web Services as you would need those ports enabled without which
> you may be able to install the ARS, but not really be able to have your end
> users access it.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *BradRemedy
> *Sent:* Sunday, September 03, 2017 8:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy Hosting
>
>
>
> **
>
> Hi Saji
>
>
>
> I dont have any information on the costs however we have moved our one
> remedy instance to AWS and it has been running fine with no problems. We
> are running Remedy 9 with SQL 2016.
>
>
>
>
>
>
>
> On Tue, Jul 18, 2017 at 6:23 PM Saji Philip  wrote:
>
> **
>
> Hello fellow Remedy chaps,
>
>
>
>
>
> Has anyone had any experience in moving your entire instance of Remedy to
> the cloud, i.e IaaS.  Something like AWS or Azure, where your in control,
> but affords the relief of infrastructure management...
>
>
>
> Any pain points?  If so, what the costs of hosting ( I know the human
> element is intangible)
>
>
>
>
>
>
>
> _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: Basic SRD Question

[Tauf Chowdhury]

JD,
His issue is that you can't have a -Global- SRD tied to an AOT that is specific 
to a company. You can't create a -Global- AOT if you want to pick an app 
template. 
That's where Carl's workaround helps. 

Sent from my iPhone

> On Aug 14, 2017, at 6:10 PM, JD Hood  wrote:
> 
> **
> Add the tasks in the change *template*. Then build your SRD with the 
> template. 
> 
> Thanks,
> -JDHood
> 
> 
>> On Aug 14, 2017 6:07 PM, "Kevin Shaffer"  wrote:
>> **
>> SRM 8.1.02
>> 
>> Multi-Tenancy Yes
>> 
>>  
>> 
>> Requirement – Create a Service Request that the entire enterprise can 
>> submit.  End result is to have a CRQ with Tasks attached and the question 
>> responses dumped into the Notes field.
>> 
>>  
>> 
>> My question is can I do this without an AIF or customization?
>> 
>>  
>> 
>> If I create an AOT with a Change Template that has Tasks tied to it, the AOT 
>> must be tied to a Company, so this option doesn’t seem to work since I need 
>> this available to the Enterprise.
>> 
>>  
>> 
>> If I create an AOT with no Template I can pass variables to create the CRQ 
>> but how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ 
>> Template Name and/or CRQ GUID and maybe some magic would happen or can I 
>> only create the CRQ in Draft mode and the support staff will need to 
>> manually add the Tasks via process.
>> 
>>  
>> 
>> Any advice?
>> 
>>  
>> 
>> Thanks
>> 
>> Kevin
>> 
>> _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: Basic SRD Question

[Tauf Chowdhury]

Kevin,
Do a search in the archives for posts from me and Carl Wilson (who told me) how 
to modify some workflow and a field on the SRD form to allow you to pick an AOT 
with template and still have a "global" SRD. 
I'm not in a position right now to do it for ya. 

Sent from my iPhone

> On Aug 14, 2017, at 6:03 PM, Kevin Shaffer  wrote:
> 
> **
> SRM 8.1.02
> Multi-Tenancy Yes
>  
> Requirement – Create a Service Request that the entire enterprise can submit. 
>  End result is to have a CRQ with Tasks attached and the question responses 
> dumped into the Notes field.
>  
> My question is can I do this without an AIF or customization?
>  
> If I create an AOT with a Change Template that has Tasks tied to it, the AOT 
> must be tied to a Company, so this option doesn’t seem to work since I need 
> this available to the Enterprise.
>  
> If I create an AOT with no Template I can pass variables to create the CRQ 
> but how do I get the Tasks tied to it?  I thought maybe I could pass the CRQ 
> Template Name and/or CRQ GUID and maybe some magic would happen or can I only 
> create the CRQ in Draft mode and the support staff will need to manually add 
> the Tasks via process.
>  
> Any advice?
>  
> Thanks
> Kevin
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Smart IT Assigned Person

[Tauf Chowdhury]

I agree Shawn. Using the backend processing of assignment engine is prob a 
better way to go

Sent from my iPhone

> On Aug 9, 2017, at 10:28 AM, Pierson, Shawn 
> <shawn.pier...@energytransfer.com> wrote:
> 
> **
> Was Innovation Studio ever released? 
>  
> Also, you can customize Smart IT with JavaScript but that only works for the 
> web client and not the mobile clients.  That being said, it’s not supported 
> and will disappear whenever you upgrade.  If I were given the requirement 
> that Mark has, I’d probably try to rely mostly on the Assignment Engine in 
> some way even though it wouldn’t recreate the functionality in the UI.
>  
> Thanks,
>  
> Shawn Pierson
> Remedy Developer | Energy Transfer
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Wednesday, August 9, 2017 9:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Smart IT Assigned Person
>  
> **
> SmartIT is not very extensible unless you use something like Innovation 
> Studio which allows you to customize (so I've heard) but it's a separate 
> license . 
> We've been using filters and creative wording in error messages to enforce 
> some processes but thankfully we were not heavily customized to begin with. 
> 
> Sent from my iPhone
> 
> On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote:
> 
> **
> HI Joe,
>  
> Been a while. How have you been? I would take either option, modify the OTB 
> or attach a custom menu.
>  
> Mark
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph 
> Martin D'Souza)
> Sent: Tuesday, August 08, 2017 5:44 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Smart IT Assigned Person
>  
> **
> I have seen quite a few limitations and/or discrepancies even with both 
> SmartIT and MyIT, most of them being at a functionality level when comparing 
> the same function either with the Mid-Tier or its other counterpart (SmartIT 
> vs MyIT) – whether these discrepancies are “by design” or a plain oversight, 
> I do not know and I had not raised a ticket with BMC Support to follow up 
> with my observations.
>  
> So given a choice to make that decision myself, I would continue to have my 
> users use the Mid-Tier and not really pay much heed to either Smart or My IT 
> until there is a more stable release of these two tools..
>  
> Having said that, are you trying to modify an out of the box menu? Or are you 
> trying to replace one?
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
> Sent: Friday, August 04, 2017 1:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Smart IT Assigned Person
>  
> Hi All & TGIF
>  
> In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport 
> Group Assoc LookUp and CTM:People.  These were joined the login id and the 
> key field I was after was Site. Based on the join form I created a custom 
> menu based on the Site in the Incident and the join form. Finally I had an 
> active link to do a change menu if the Incident Type was Infrastructure Event.
>  
> Of course in Smart IT you no longer have active links. I can write a custom 
> menu that would not require an active link but I don’t know of a way to 
> populate it into Smart IT. Any ideas? I did get something from BMC about 
> dynamic menus but it didn’t seem to really get me there.
>  
> Thanks
> Mark
>  
> Mark Brittain  | Senior Systems Engineer | 315.634.9337
> 125 Elwood Davis Road | Syracuse NY 13212
> 
>  
> _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_
> _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: Smart IT Assigned Person

[Tauf Chowdhury]

SmartIT is not very extensible unless you use something like Innovation Studio 
which allows you to customize (so I've heard) but it's a separate license . 
We've been using filters and creative wording in error messages to enforce some 
processes but thankfully we were not heavily customized to begin with. 

Sent from my iPhone

> On Aug 9, 2017, at 10:04 AM, Brittain, Mark  wrote:
> 
> **
> HI Joe,
>  
> Been a while. How have you been? I would take either option, modify the OTB 
> or attach a custom menu.
>  
> Mark
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph 
> Martin D'Souza)
> Sent: Tuesday, August 08, 2017 5:44 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Smart IT Assigned Person
>  
> **
> I have seen quite a few limitations and/or discrepancies even with both 
> SmartIT and MyIT, most of them being at a functionality level when comparing 
> the same function either with the Mid-Tier or its other counterpart (SmartIT 
> vs MyIT) – whether these discrepancies are “by design” or a plain oversight, 
> I do not know and I had not raised a ticket with BMC Support to follow up 
> with my observations.
>  
> So given a choice to make that decision myself, I would continue to have my 
> users use the Mid-Tier and not really pay much heed to either Smart or My IT 
> until there is a more stable release of these two tools..
>  
> Having said that, are you trying to modify an out of the box menu? Or are you 
> trying to replace one?
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
> Sent: Friday, August 04, 2017 1:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Smart IT Assigned Person
>  
> Hi All & TGIF
>  
> In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport 
> Group Assoc LookUp and CTM:People.  These were joined the login id and the 
> key field I was after was Site. Based on the join form I created a custom 
> menu based on the Site in the Incident and the join form. Finally I had an 
> active link to do a change menu if the Incident Type was Infrastructure Event.
>  
> Of course in Smart IT you no longer have active links. I can write a custom 
> menu that would not require an active link but I don’t know of a way to 
> populate it into Smart IT. Any ideas? I did get something from BMC about 
> dynamic menus but it didn’t seem to really get me there.
>  
> Thanks
> Mark
>  
> Mark Brittain  | Senior Systems Engineer | 315.634.9337
> 125 Elwood Davis Road | Syracuse NY 13212
> 
>  
> _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: Delete Through Escalation vs Delete through DB

[Tauf Chowdhury]

Anything at the DB layer will be faster than an escalation which relies on the 
app stack. As long as you are comfortable that there is no workflow that runs 
on delete that would otherwise compromise your data integrity 

Sent from my iPhone

> On Jul 21, 2017, at 4:56 PM, Harsh  wrote:
> 
> ** Hi All,
> 
> Today i got into an argument where one of
> my colleague was deleting 57K records from custom form through Escalations. I 
> asked him to better use a delete query on arsystem database. As it will 
> delete the records faster then escalations. 
> 
> As per him both will take same amount of time. But i believe escalation will 
> take more time as it has to make a call to DB everytime and somehow will add 
> the processing time on the server.
> 
> Please let me know your thoughts upon the same.
> 
> Thanks,
> Harsh
> 
> 
> -- 
> Thanks & regards
> “Harsh Chaudhary” 
> "Impatience never commanded success"
> 
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Conference in Vegas

[Tauf Chowdhury]

All,
Can someone link me to the conference? Are the call for papers still open? 
Can't find it in my records. 


Sent from my iPhone

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Re: Issue in SRD Question menu loading

[Tauf Chowdhury]

Try throwing a: AND 'status' != $NULL$ in the qual

Sent from my iPhone

> On Apr 27, 2017, at 2:11 PM, Vikram_Betholi  wrote:
> 
> Hi,
> 
> I have created an normal SRD, where in I have added 3 Questions and made them 
> as menus.. like 
> 
> CO--> Menu
> RO--> Menu
> Branch-->Menu.
> 
> End user for submitting the SR, he should select the CO menu, based on which 
> RO menu values and Based on the CO and RO menu values, Branch values will be 
> populated, which user needs to select.
> 
> I have created a form where in CO, RO and Branch values are stored. Here I 
> have nearly 6000 Records.
> CO column has 22 records.
> But in the SR shown to the end user, in the CO Question menu it shows only 6 
> CO records. Qualification given in the Qualification builder is  "Status = 
> Active" itself. Even then it does not show 22 records. But if we select the 
> available CO value in the CO Question menu, it shows all the RO records 
> related to the CO value selected.
> 
> Thinking there may be some issue in the data, i have created a Search Menu on 
> the CO, RO and Branch stored form and attached it to a field in a dispaly 
> only form. Here it shows all the 22 CO records.
> 
> Could anyone please let me know how to get rid off this issue?
> 
> With regards,
> BVSR.
> 
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Re: Hide Change Classes

[Tauf Chowdhury]

Thanks Jarl!

Sent from my iPhone

> On Feb 15, 2017, at 2:41 AM, Jarl Grøneng <jarl.gron...@gmail.com> wrote:
> 
> **
> 
> If you remove values in the Class field in CHG:InfrastuctureChange the 
> changes are also updated in Smart iT.
> 
> --
> J
> 
> 2017-02-14 21:13 GMT+01:00 Tauf Chowdhury <taufc...@gmail.com>:
>> **
>> I don't think you can change the drop down values in SmartIT though can you? 
>> Also, in SmartIT, if you go to create a change from scratch, you're 
>> presented with picking the change class from a group of boxes. I don't think 
>> you can modify that. 
>> 
>> Sent from my iPhone
>> 
>>> On Feb 14, 2017, at 1:30 PM, Kevin Shaffer <kshaf...@partneritsm.com> wrote:
>>> 
>>> **
>>> Sorry, yes I am talking SmartIT.
>>> 
>>> 
>>> Agree that the message would not work well because as you pointed out it 
>>> will be presented at time of submission.  Based on your hurdles, do you 
>>> have a suggestion on how this requirement can be met and work on SmartIT.  
>>> Would deleting the value from the selection list be the best option here?  
>>> I know we would have workflow that references a value that no longer 
>>> exists, i.e. Run If Change Type = Latent.
>>> From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> 
>>> on behalf of Tauf Chowdhury <taufc...@gmail.com>
>>> Sent: Tuesday, February 14, 2017 11:37:40 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: Hide Change Classes
>>>  
>>> **
>>> Are you talking about SmartIT and not MyIT? 
>>> If so, I'm under the impression that there is not much you can change when 
>>> it comes to fields in SmartIT that are out of the box. 
>>> Even your idea of popping up error messages would have to be a filter and 
>>> it would be presented at the time of submission; not while interacting with 
>>> the form like an active link. 
>>> We've rolled out SmartIT and had a lot of hurdles with change management. 
>>> 
>>> Sent from my iPhone
>>> 
>>> On Feb 14, 2017, at 11:56 AM, Kevin Shaffer <kshaf...@partneritsm.com> 
>>> wrote:
>>> 
>>>> **
>>>> I have a requirement to hide Change Classes that are not used, i.e. 
>>>> Expedited, Latent, etc.  We have to ensure that the solution we provide 
>>>> will work in My IT.
>>>> 
>>>> 
>>>> 
>>>> 
>>>> Option 1 - Pop up a warning message if Latent is selected - Customer has 
>>>> said they don't like this option as they don't even want to allow the user 
>>>> to see Expedited, Latent, etc.
>>>> 
>>>> Option 2 - Delete the selection values for Latent and Expedited - CONS - 
>>>> this will need to happen across 15-20 forms and not sure of the impact on 
>>>> OOTB workflow if these values are removed.  The PRO is this solution 
>>>> should work in MyIT
>>>> 
>>>> Option 3 - Create a new "Class" field and control the menu and then 
>>>> populate it back to the OOTB field.  The problem is I don't think I can 
>>>> set this field in a Filter... I think the OOTB field needs to be set 
>>>> correctly as soon as the new menu is selected.
>>>> 
>>>> 
>>>> 
>>>> I know this is a common customization and was wondering if anyone has 
>>>> implemented a solution to prevent users from selecting unused Chance 
>>>> Classes and the solution worked in MyIT.  Appreciate any feedback on the 
>>>> options above or any real world experiences.
>>>> 
>>>> 
>>>> Thanks
>>>> 
>>>> Kevin
>>>> _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_
>> 
>> _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: Hide Change Classes

[Tauf Chowdhury]

I don't think you can change the drop down values in SmartIT though can you? 
Also, in SmartIT, if you go to create a change from scratch, you're presented 
with picking the change class from a group of boxes. I don't think you can 
modify that. 

Sent from my iPhone

> On Feb 14, 2017, at 1:30 PM, Kevin Shaffer <kshaf...@partneritsm.com> wrote:
> 
> **
> Sorry, yes I am talking SmartIT.
> 
> 
> Agree that the message would not work well because as you pointed out it will 
> be presented at time of submission.  Based on your hurdles, do you have a 
> suggestion on how this requirement can be met and work on SmartIT.  Would 
> deleting the value from the selection list be the best option here?  I know 
> we would have workflow that references a value that no longer exists, i.e. 
> Run If Change Type = Latent.
> From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
> behalf of Tauf Chowdhury <taufc...@gmail.com>
> Sent: Tuesday, February 14, 2017 11:37:40 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Hide Change Classes
>  
> **
> Are you talking about SmartIT and not MyIT? 
> If so, I'm under the impression that there is not much you can change when it 
> comes to fields in SmartIT that are out of the box. 
> Even your idea of popping up error messages would have to be a filter and it 
> would be presented at the time of submission; not while interacting with the 
> form like an active link. 
> We've rolled out SmartIT and had a lot of hurdles with change management. 
> 
> Sent from my iPhone
> 
> On Feb 14, 2017, at 11:56 AM, Kevin Shaffer <kshaf...@partneritsm.com> wrote:
> 
>> **
>> I have a requirement to hide Change Classes that are not used, i.e. 
>> Expedited, Latent, etc.  We have to ensure that the solution we provide will 
>> work in My IT.
>> 
>> 
>> 
>> 
>> Option 1 - Pop up a warning message if Latent is selected - Customer has 
>> said they don't like this option as they don't even want to allow the user 
>> to see Expedited, Latent, etc.
>> 
>> Option 2 - Delete the selection values for Latent and Expedited - CONS - 
>> this will need to happen across 15-20 forms and not sure of the impact on 
>> OOTB workflow if these values are removed.  The PRO is this solution should 
>> work in MyIT
>> 
>> Option 3 - Create a new "Class" field and control the menu and then populate 
>> it back to the OOTB field.  The problem is I don't think I can set this 
>> field in a Filter... I think the OOTB field needs to be set correctly as 
>> soon as the new menu is selected.
>> 
>> 
>> 
>> I know this is a common customization and was wondering if anyone has 
>> implemented a solution to prevent users from selecting unused Chance Classes 
>> and the solution worked in MyIT.  Appreciate any feedback on the options 
>> above or any real world experiences.
>> 
>> 
>> Thanks
>> 
>> Kevin
>> _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: Hide Change Classes

[Tauf Chowdhury]

Are you talking about SmartIT and not MyIT? 
If so, I'm under the impression that there is not much you can change when it 
comes to fields in SmartIT that are out of the box. 
Even your idea of popping up error messages would have to be a filter and it 
would be presented at the time of submission; not while interacting with the 
form like an active link. 
We've rolled out SmartIT and had a lot of hurdles with change management. 

Sent from my iPhone

> On Feb 14, 2017, at 11:56 AM, Kevin Shaffer  wrote:
> 
> **
> I have a requirement to hide Change Classes that are not used, i.e. 
> Expedited, Latent, etc.  We have to ensure that the solution we provide will 
> work in My IT.
> 
> 
> 
> 
> Option 1 - Pop up a warning message if Latent is selected - Customer has said 
> they don't like this option as they don't even want to allow the user to see 
> Expedited, Latent, etc.
> 
> Option 2 - Delete the selection values for Latent and Expedited - CONS - this 
> will need to happen across 15-20 forms and not sure of the impact on OOTB 
> workflow if these values are removed.  The PRO is this solution should work 
> in MyIT
> 
> Option 3 - Create a new "Class" field and control the menu and then populate 
> it back to the OOTB field.  The problem is I don't think I can set this field 
> in a Filter... I think the OOTB field needs to be set correctly as soon as 
> the new menu is selected.
> 
> 
> 
> I know this is a common customization and was wondering if anyone has 
> implemented a solution to prevent users from selecting unused Chance Classes 
> and the solution worked in MyIT.  Appreciate any feedback on the options 
> above or any real world experiences.
> 
> 
> Thanks
> 
> Kevin
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC Engage

[Tauf Chowdhury]

Engage was good to see some future stuff and vision for BMC products but it was 
definitely diluted with too much sales crap. WWRUG had intelligent presenters 
for the most part instead of some consulting firm trying to sell me their 
custom product in the guise of "improving cmdb" or something else. 


Sent from my iPhone

> On Feb 7, 2017, at 7:29 AM, Support  wrote:
> 
> ** People from outside the US would most likely not come to a 1 day-event !!!
> 
> Kaïs.
> 
>> On 07/02/2017 13:25, Joe D'Souza wrote:
>> **
>> I haven’t been to an ENGAGE yet so can’t comment on it but yes the WWWRUG 
>> were definitely worth it for a lot of reasons if you could afford the cost 
>> and expense associated to making to one..
>>  
>> So where would these “exchanges” be held at?
>>  
>> Joe
>>  
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tales - Grupos
>> Sent: Tuesday, February 07, 2017 7:19 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: BMC Engage
>>  
>> **
>> This seems to be true as I found here: 
>> https://communities.bmc.com/thread/159503
>> 
>> "...But essentially,  we are changing it up to a more flexible, innovative 
>> and approachable format for our customers.  In 2017,  we'll be hosting MORE 
>> locally based,  one day FREE events (think mini Engage) and they will be 
>> called BMC Exchange. We already host BMC Exchanges outside North America and 
>> have for many years.  They're widely successful!  We understand and have 
>> heard from our customers that being away from the office for a week, the 
>> conference fee and the T expense to come to LV is a lot.  So more exciting 
>> information to in Jan and thank you for you patience as we work on the 
>> details/schedule..."
>> 
>>  
>> 2017-02-07 9:34 GMT-02:00 BradRemedy :
>> **
>> I mean - even Sevicenow is having a 
>> conferencehttp://knowledge.servicenow.com/
>>  
>>  
>>  
>> On Tue, Feb 7, 2017 at 1:33 PM BradRemedy  wrote:
>> yeah I also heard the same thing. And just when I wanted to go to it this 
>> year. I really wish BMC would just stick to one thing. I also wish that 
>> WWWRUG would come back. 
>>  
>> There is no way that I will be able to get motivation to fly to a one day 
>> event. I managed to convince the business that the 4 day event in the states 
>> was fantastic and worth the money.
>>  
>>  
>>  
>> On Mon, Feb 6, 2017 at 4:50 PM Saji Philip  wrote:
>> ** I am hearing that BMC Engage for 2017 is not happening   _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_
>> _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: Pat Zandi

[Tauf Chowdhury]

That's so sad to hear. 

Sent from my iPhone

> On Jan 11, 2017, at 2:30 PM, Warren R. Baltimore II 
>  wrote:
> 
> **
> 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
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Latency Observed while selecting Prod Categorization Tier 1 in INC form

[Tauf Chowdhury]

How many Tier 1 prod cats does that company have? Have you checked the timings 
using API+SQL logs? 

Sent from my iPhone

> On Jan 5, 2017, at 2:53 AM, Nilesh Uddhavrao Janjire  
> wrote:
> 
> Hello Team,
> 
> Greetings!
> I am working on Multi-tenant environment with version  8.1.SP02
> 
> I am experiencing delay in populating the menu Prodcat Tier1 in Incident 
> under Categorization tab.
> I checked with Admin and non Admin users and I found issue with only one 
> Company. All users from that Company are affected and experiencing delay of 
> min 20 seconds to popup the prodcat tier1 values in incident form while 
> raising new incident.
> 
> I checked for logs and found the difference of query for working and 
> non-working users and found that for non working user query is bigger than 
> working user.
> 
> This issue is for only one Company users. Though user is Admin user , he is 
> experiencing latency issue to populate the Prodcat tier1 menu.
> 
> Guys , any one has any soluton or suggestion to get ride of this issue.
> 
> Your suggestions will be more valuable.
> 
> Thanks
> 
> Nilesh Janjire
> 
> 
> ___
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> 

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Re: Rich text fields in reports

[Tauf Chowdhury]

They've been very helpful in trying to fix things. A lot has to do with the 
underlying Yellowfin platform too. 

Sent from my iPhone

> On Dec 28, 2016, at 5:38 PM, Jason Miller <jason.mil...@gmail.com> wrote:
> 
> **
> Uh oh... Trouble in reporting paradise?
> 
>> On Wed, Dec 28, 2016 at 2:23 PM, Tauf Chowdhury <taufc...@gmail.com> wrote:
>> **
>> Wait a few more months until my team beta tests smart reporting in 
>> production and works out all the bugs 
>> 
>> Sent from my iPhone
>> 
>>> On Dec 28, 2016, at 5:07 PM, Jason Miller <jason.mil...@gmail.com> wrote:
>>> 
>>> **
>>> Ultimately this issue is what killed RTF usage in our homegrown Service 
>>> Desk form. We were able to handle everything except reporting. When people 
>>> created their own reports or if we created Crystal Reports (automatically 
>>> run with CRD) the HTML encoding was in the details field. Fixing messed up 
>>> reports was more important than having inline images and text formatting.
>>> 
>>> Yes, we could have stripped the HTML to a new field and had people use that 
>>> field for reporting but we didn't want the added complexity, to have to 
>>> maintain duplicate data, and make reporting more cumbersome for users.
>>> 
>>> I am assuming Smart Reporting can handle the RTF fields? I am waiting for 
>>> BMC to finally let non-ITSM customers use Smart Reports. It is my 
>>> understanding BMC has been trying to work out the licensing details with 
>>> Yellowfin but I haven't heard anything solid in over a year.
>>> 
>>> As for a Display Only form (or a DO field for that matter), I am not sure 
>>> how you would report off of it since it doesn't hold any data.
>>> 
>>> Jason
>>> 
>>>> On Wed, Dec 28, 2016 at 1:00 PM, Fawver, Dustin <faw...@mail.etsu.edu> 
>>>> wrote:
>>>> **
>>>> Greetings!
>>>> 
>>>> 
>>>> I am currently working on moving over to ARS 9.1.  We are currently using 
>>>> ARS 7.1 in production.  On that system, one of our forms has a character 
>>>> field named Details where any HTML-formatted content gets converted to 
>>>> plain text.  The technicians click on a button which runs a macro that 
>>>> creates an AR System report sent to the tech's printer.  The report 
>>>> contains particular fields, but not all that are on the form.
>>>> 
>>>> 
>>>> I have been able to successfully recreate the process using an Open Window 
>>>> active link to both an AR System and a Web report.  What I have changed is 
>>>> that the Details field on the development system has been set to Rich 
>>>> Text.  This works beautifully on the form itself.  In the report, all of 
>>>> the HTML tags are shown.  I've looked through the standard report pages in 
>>>> the online BMC documentation.  I haven't found any sort of way to make it 
>>>> work to where the HTML content is nicely formatted on the report.
>>>> 
>>>> 
>>>> In case this matters, we don't have a Crystal Reports or a Business 
>>>> Objects server to which to send a report.  I don't have Smart Reporting 
>>>> available either as we're not running ITSM.  Do you think I need to create 
>>>> a new display-only form with which to format the data?
>>>> 
>>>> 
>>>> Thanks!
>>>> 
>>>> 
>>>> --Dustin Fawver
>>>> 
>>>> 
>>>> HelpDesk Technician
>>>> 
>>>> East Tennessee State University
>>>> 
>>>> (423) 439-4648
>>>> 
>>>> _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_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Rich text fields in reports

[Tauf Chowdhury]

Wait a few more months until my team beta tests smart reporting in production 
and works out all the bugs 

Sent from my iPhone

> On Dec 28, 2016, at 5:07 PM, Jason Miller  wrote:
> 
> **
> Ultimately this issue is what killed RTF usage in our homegrown Service Desk 
> form. We were able to handle everything except reporting. When people created 
> their own reports or if we created Crystal Reports (automatically run with 
> CRD) the HTML encoding was in the details field. Fixing messed up reports was 
> more important than having inline images and text formatting.
> 
> Yes, we could have stripped the HTML to a new field and had people use that 
> field for reporting but we didn't want the added complexity, to have to 
> maintain duplicate data, and make reporting more cumbersome for users.
> 
> I am assuming Smart Reporting can handle the RTF fields? I am waiting for BMC 
> to finally let non-ITSM customers use Smart Reports. It is my understanding 
> BMC has been trying to work out the licensing details with Yellowfin but I 
> haven't heard anything solid in over a year.
> 
> As for a Display Only form (or a DO field for that matter), I am not sure how 
> you would report off of it since it doesn't hold any data.
> 
> Jason
> 
>> On Wed, Dec 28, 2016 at 1:00 PM, Fawver, Dustin  wrote:
>> **
>> Greetings!
>> 
>> 
>> I am currently working on moving over to ARS 9.1.  We are currently using 
>> ARS 7.1 in production.  On that system, one of our forms has a character 
>> field named Details where any HTML-formatted content gets converted to plain 
>> text.  The technicians click on a button which runs a macro that creates an 
>> AR System report sent to the tech's printer.  The report contains particular 
>> fields, but not all that are on the form.
>> 
>> 
>> I have been able to successfully recreate the process using an Open Window 
>> active link to both an AR System and a Web report.  What I have changed is 
>> that the Details field on the development system has been set to Rich Text.  
>> This works beautifully on the form itself.  In the report, all of the HTML 
>> tags are shown.  I've looked through the standard report pages in the online 
>> BMC documentation.  I haven't found any sort of way to make it work to where 
>> the HTML content is nicely formatted on the report.
>> 
>> 
>> In case this matters, we don't have a Crystal Reports or a Business Objects 
>> server to which to send a report.  I don't have Smart Reporting available 
>> either as we're not running ITSM.  Do you think I need to create a new 
>> display-only form with which to format the data?
>> 
>> 
>> Thanks!
>> 
>> 
>> --Dustin Fawver
>> 
>> 
>> HelpDesk Technician
>> 
>> East Tennessee State University
>> 
>> (423) 439-4648
>> 
>> _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: Issue encountered while creating Change request through SRD

[Tauf Chowdhury]

That error is from Change Management and not from the SRD. It means that you 
are not passing a change manager group to the change interface form. It also 
means that you have no auto assignment set up either in case that happens. So 
you have 3 options (maybe more) depending on your use case:
1. Hard code the Change Manager group in either the AOT or PDT or via a 
question (not the best option)
2. Have the manager selected in the template that you map to the AOT. If you 
are not using a template, see other options. 
3. Create Auto assignment rules based on your requirements to select a change 
manager. 

Sent from my iPhone

> On Dec 26, 2016, at 6:08 AM, Bhalchandra Deshmukh  
> wrote:
> 
> **
> 
> 
> Hello Team,
> 
>  
> 
> We are using ARS 9.1 and facing following problem. 
> 
> 
> 
> 
> We are trying to create SRD for a generic change request but stuck to a point 
> where not able to resolve this error as mentioned below
> 
>  
> 
> 1440105: "", "No change manager group could be found. Manually select a group 
> from the menus. If no group with an individual in the functional role of 
> infrastructure change manager is defined, notify your System Administrator."; 
> 
>  
> 
> Though we had set up change manager to tackle this issue but no luck.
> 
> Could you please guide us to resolve this error so we can proceed. 
> 
>  
> 
> We have followed steps to create SRD, so kindly correct if anyone of these 
> are wrong or anything missed in between
> 
>  
> 
> 1. AOT Creation
> 
> 2. PDT creation
> 
> 3. SRD creation
> 
> 
> 
> Can somebody suggest the solution ?
> 
> 
> 
> 
> Thanks & Regards,
> 
> Bhalchandra Deshmukh
> 
>  
> 
>  
> 
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: SmartReporting over SSL in DMZ

[Tauf Chowdhury]

Brian,
I might be wrong on the version numbers but the issue you are talking about... 
with SmartReporting opening from ITSM, is an internal cross authentication that 
happens and when SSO is used, it affects usability in that email links from 
smart reporting don't work unless you authenticate to ITSM first. Evidently, 
BMC has "addressed this" but we need to upgrade to AR v9.x sp1 or 2? Not sure 
on this one but def know we need an upgrade! 

Sent from my iPhone

> On Dec 8, 2016, at 5:19 PM, Brian Pancia <panc...@finityit.com> wrote:
> 
> **
> Thanks for the feedback so far.
> 
> 
> Vinod - we do have a mid-tier and a smartreporting server public facing and 
> then another set private facing.  We've had mid-tier setup like this for 
> years, which works perfect.  I can log directly into SmartReporting on the 
> public side all day.  I just can't  get mid-tier to take the setting in the 
> config page.  I actually tried to load both mid-tier and smartreporting on 
> the same server too in test to get away from the cert configurations between 
> servers.  No luck.
> 
> 
> Lee - absolutely no performance issues at all doing this.  From a security 
> standpoint I believe this is the only way you should setup your web tier (I'm 
> sure that's open for debate).  I'm trying to move our small subset of users 
> on the private side to move over to the public side.  That would give us less 
> servers to maintain.
> 
> 
> Tauf - I'm waiting to hear back from RoD Ops Team.  I think the issues are 
> SSL and NAT.  Not sure if they are completely independent issues or somewhat 
> related.  Unfortunately I can't turn off the SSL enforcement on the public 
> facing side to test that.  I am curious on the SSO side of the house also.  
> SmartReporting once integrated into ITSM will log you in auto-magically.  
> That could very well be the issue also.  That authentication won't happen 
> because of the address translation, which triggers the error configuring this 
> in mid-tier.  I wonder now if load balancers would cause a bunch of issues 
> too with SmartReporting.
> 
> 
> Brian
> 
> 
> From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
> behalf of Tauf Chowdhury <taufc...@gmail.com>
> Sent: Thursday, December 8, 2016 4:18 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SmartReporting over SSL in DMZ
>  
> **
> Not sure about Control M. Truesight does not support Okta, which is what we 
> use for our SSO and we have no need to make it publicly available so it's not 
> a huge issue for us. 
> We built Truesight in AWS
> 
> Sent from my iPhone
> 
> On Dec 8, 2016, at 4:09 PM, Lee Cullom <lee.cul...@northcraftanalytics.com> 
> wrote:
> 
>> **
>> Really?  Does it work for Truesight and Control-M too?  It would be great to 
>> pull information from all of them.  I would like to see how that is all put 
>> together!  You’re the first delighted RSR customer I’ve seen, so maybe the 
>> key is go on-demand for everything. 
>> 
>>  
>> 
>>  
>> 
>>  
>> 
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
>> Sent: Thursday, December 8, 2016 11:09 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: SmartReporting over SSL in DMZ
>> 
>>  
>> 
>> **
>> 
>> The environment I'm currently using is Remedy onDemand and SmartReporting 
>> works fine with no performance issues.. essentially over the public 
>> internet. 
>> 
>> Maybe ask BMC guys to speak to their RoD Ops team
>> 
>> Sent from my iPhone
>> 
>> 
>> On Dec 8, 2016, at 10:36 AM, Lee Cullom <lee.cul...@northcraftanalytics.com> 
>> wrote:
>> 
>> **
>> 
>> Ick, not only will this be a nightmare to configure, but then the 
>> performance is going to be a disaster.  Turn back!
>> 
>>  
>> 
>>  
>> 
>>  
>> 
>> Lee Cullom | Northcraft Analytics
>> 
>> IT Metrics Specialist | Business Intelligence Applications for IT
>> 
>> Direct – 678-438-7244 | http://www.northcraftanalytics.com
>> 
>> Main - (678) 664-ITSM
>> 
>> 
>> 
>> What is Northcraft Analytics? Find out in 87 Seconds.  
>> 
>>  
>> 
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Vinod Gaidhani
>> Sent: Wednesday, December 7, 2016 1:23 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: SmartReporting over SSL in DMZ
>> 
>>  
>> 
>> **
>> 
>> Hi Brian,
>> 
>>  
>

Re: SmartReporting over SSL in DMZ

[Tauf Chowdhury]

Not sure about Control M. Truesight does not support Okta, which is what we use 
for our SSO and we have no need to make it publicly available so it's not a 
huge issue for us. 
We built Truesight in AWS

Sent from my iPhone

> On Dec 8, 2016, at 4:09 PM, Lee Cullom <lee.cul...@northcraftanalytics.com> 
> wrote:
> 
> **
> Really?  Does it work for Truesight and Control-M too?  It would be great to 
> pull information from all of them.  I would like to see how that is all put 
> together!  You’re the first delighted RSR customer I’ve seen, so maybe the 
> key is go on-demand for everything. 
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Thursday, December 8, 2016 11:09 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SmartReporting over SSL in DMZ
>  
> **
> The environment I'm currently using is Remedy onDemand and SmartReporting 
> works fine with no performance issues.. essentially over the public internet. 
> Maybe ask BMC guys to speak to their RoD Ops team
> 
> Sent from my iPhone
> 
> On Dec 8, 2016, at 10:36 AM, Lee Cullom <lee.cul...@northcraftanalytics.com> 
> wrote:
> 
> **
> Ick, not only will this be a nightmare to configure, but then the performance 
> is going to be a disaster.  Turn back!
>  
>  
>  
> Lee Cullom | Northcraft Analytics
> IT Metrics Specialist | Business Intelligence Applications for IT
> Direct – 678-438-7244 | http://www.northcraftanalytics.com
> Main - (678) 664-ITSM
> 
> What is Northcraft Analytics? Find out in 87 Seconds.  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Vinod Gaidhani
> Sent: Wednesday, December 7, 2016 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SmartReporting over SSL in DMZ
>  
> **
> Hi Brian,
>  
> We also had similar situation not for smart reporting but for actual midtier 
> access, basically you will need help from your network team which generally 
> ask you to host one midtier in DMZ zone [public ip] which in turn talks to 
> your private network setup. Not sure how much BMC can help here considering 
> its internal to your infra/network but can take guidance from them for 
> performance perspective.
> 
> Thanks,
> Vinod Gaidhani.
> 
> On Dec 7, 2016, at 6:14 PM, Brian Pancia <panc...@finityit.com> wrote:
> 
> **
> Trying to setup SmartReporting over SSL in a DMZ.  DMZ users are using a 
> public IP and the servers have private IP's setup.  We can setup everything 
> behind the firewall using private IP's.  Using the private IP's doesn't work 
> from a user standpoint, so we need to use the public IPs for the 
> SmartReporting/Mid-Tier config.  This is a standard web architecture from a 
> security standpoint.  The configuration in Mid-Tier controls the Smart 
> Reporting link in ITSM.  I'm not sure what else it does.  Support has not 
> been able to find an answer for this.  Has anyone else been able to get this 
> configuration to work.  We are on 9.1
> 
>  
> 
> 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_
> _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_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: SmartReporting over SSL in DMZ

[Tauf Chowdhury]

Uh don't get me wrong. I never said I was delighted. It's a product that needs 
a lot of work. Thankfully BMC has worked with us to improve the product as much 
as they can. A lot of work needs to get done by the original developers, 
Yellowfin (I think). 


Sent from my iPhone

> On Dec 8, 2016, at 4:09 PM, Lee Cullom <lee.cul...@northcraftanalytics.com> 
> wrote:
> 
> **
> Really?  Does it work for Truesight and Control-M too?  It would be great to 
> pull information from all of them.  I would like to see how that is all put 
> together!  You’re the first delighted RSR customer I’ve seen, so maybe the 
> key is go on-demand for everything. 
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
> Sent: Thursday, December 8, 2016 11:09 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SmartReporting over SSL in DMZ
>  
> **
> The environment I'm currently using is Remedy onDemand and SmartReporting 
> works fine with no performance issues.. essentially over the public internet. 
> Maybe ask BMC guys to speak to their RoD Ops team
> 
> Sent from my iPhone
> 
> On Dec 8, 2016, at 10:36 AM, Lee Cullom <lee.cul...@northcraftanalytics.com> 
> wrote:
> 
> **
> Ick, not only will this be a nightmare to configure, but then the performance 
> is going to be a disaster.  Turn back!
>  
>  
>  
> Lee Cullom | Northcraft Analytics
> IT Metrics Specialist | Business Intelligence Applications for IT
> Direct – 678-438-7244 | http://www.northcraftanalytics.com
> Main - (678) 664-ITSM
> 
> What is Northcraft Analytics? Find out in 87 Seconds.  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Vinod Gaidhani
> Sent: Wednesday, December 7, 2016 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SmartReporting over SSL in DMZ
>  
> **
> Hi Brian,
>  
> We also had similar situation not for smart reporting but for actual midtier 
> access, basically you will need help from your network team which generally 
> ask you to host one midtier in DMZ zone [public ip] which in turn talks to 
> your private network setup. Not sure how much BMC can help here considering 
> its internal to your infra/network but can take guidance from them for 
> performance perspective.
> 
> Thanks,
> Vinod Gaidhani.
> 
> On Dec 7, 2016, at 6:14 PM, Brian Pancia <panc...@finityit.com> wrote:
> 
> **
> Trying to setup SmartReporting over SSL in a DMZ.  DMZ users are using a 
> public IP and the servers have private IP's setup.  We can setup everything 
> behind the firewall using private IP's.  Using the private IP's doesn't work 
> from a user standpoint, so we need to use the public IPs for the 
> SmartReporting/Mid-Tier config.  This is a standard web architecture from a 
> security standpoint.  The configuration in Mid-Tier controls the Smart 
> Reporting link in ITSM.  I'm not sure what else it does.  Support has not 
> been able to find an answer for this.  Has anyone else been able to get this 
> configuration to work.  We are on 9.1
> 
>  
> 
> 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_
> _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_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: SmartReporting over SSL in DMZ

[Tauf Chowdhury]

The environment I'm currently using is Remedy onDemand and SmartReporting works 
fine with no performance issues.. essentially over the public internet. 
Maybe ask BMC guys to speak to their RoD Ops team

Sent from my iPhone

> On Dec 8, 2016, at 10:36 AM, Lee Cullom  
> wrote:
> 
> **
> Ick, not only will this be a nightmare to configure, but then the performance 
> is going to be a disaster.  Turn back!
>  
>  
>  
> Lee Cullom | Northcraft Analytics
> IT Metrics Specialist | Business Intelligence Applications for IT
> Direct – 678-438-7244 | http://www.northcraftanalytics.com
> Main - (678) 664-ITSM
> 
> What is Northcraft Analytics? Find out in 87 Seconds.  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Vinod Gaidhani
> Sent: Wednesday, December 7, 2016 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SmartReporting over SSL in DMZ
>  
> **
> Hi Brian,
>  
> We also had similar situation not for smart reporting but for actual midtier 
> access, basically you will need help from your network team which generally 
> ask you to host one midtier in DMZ zone [public ip] which in turn talks to 
> your private network setup. Not sure how much BMC can help here considering 
> its internal to your infra/network but can take guidance from them for 
> performance perspective.
> 
> Thanks,
> Vinod Gaidhani.
> 
> On Dec 7, 2016, at 6:14 PM, Brian Pancia  wrote:
> 
> **
> Trying to setup SmartReporting over SSL in a DMZ.  DMZ users are using a 
> public IP and the servers have private IP's setup.  We can setup everything 
> behind the firewall using private IP's.  Using the private IP's doesn't work 
> from a user standpoint, so we need to use the public IPs for the 
> SmartReporting/Mid-Tier config.  This is a standard web architecture from a 
> security standpoint.  The configuration in Mid-Tier controls the Smart 
> Reporting link in ITSM.  I'm not sure what else it does.  Support has not 
> been able to find an answer for this.  Has anyone else been able to get this 
> configuration to work.  We are on 9.1
> 
>  
> 
> 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_
> _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 Task Creation

[Tauf Chowdhury]

Madhu,
A task is always a sub-ticket of a parent such as a work order, incident, 
problem, or change. Therefore, it must always have a parent created first 
before the task itself is generated. If you're thinking of customizing to allow 
this, don't. You'll break everything. :)

Sent from my iPhone

> On Dec 5, 2016, at 12:47 PM, Madhu V  
> wrote:
> 
> Hi ,
> 
> Is anyone aware , why there is a restriction on opening a TMS:Task in new 
> mode?. I could see there is an active link(TMS:SHR:PreventDirectCreate) which 
> Closes the Window when we try to open a form in New Mode. 
> 
> There are few things happenings as I noticed.
> 
> 1> Ideally there should have been a Warning message in prompt bar "Message 
> [45105] This form cannot be opened in new mode." But same is not displayed to 
> the User.
> 
> 2> Sometimes User has been routed to Landing Console or Request Entry Console 
> though there is no Home Page set in AR System User Preferences form
> 
> 3> Weird thing is most of the Users are being sent back to Login Page of 
> Remedy.
> 
> We are in ARS 8.1 and ITSM 7.6.04. Please let me know if you come across with 
> any answer.
> 
> Regards
> Madhu 
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: EXTERNAL: Re: Off Topic - Before the List is Gone! NOTE: Not Gone, MOVED

[Tauf Chowdhury]

Thanks Dan for all the hard work over the years. In true fashion, I send this 
goodbye note to the list from where else but "the throne and the iPhone." Adios 
listers! See you infrequently on Communities

Sent from my iPhone

> On Sep 21, 2016, at 5:23 PM, Joe D'Souza  wrote:
> 
> **
> To the best of my knowledge a developer account is not tied to a support 
> contract so it remains active even as you switch customers so from one 
> contract to another – correct?
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
> Sent: Monday, September 19, 2016 1:59 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL: Re: Off Topic - Before the List is Gone! NOTE: Not 
> Gone, MOVED
>  
> Dan,
> I just want to add my thanks.
> I’ve been developing Remedy AR System schemas and workflow since 1994 and the 
> ARSList has always been my security blanket.
> There was always an answer that went far beyond what you could get from 
> Remedy/(Evil Bird)/BMC support often times coming from Doug Mueller (Father 
> Remedy).
> Matthew, Carey, Claire, Gidd, L J, Jason, Joe, Misi, Kelly, Dave, Lenny, 
> Barry, Fred, Phil  and Dan are names that will forever hold a place of honor 
> is a Diary Field in my head.
> Wow I guess I’ve been living ARSystem far too long.
> From the early Motif days through the First web based interface (cgi_ar) to 
> Push actions (yeah) and check boxes (meh, should have been binary mapped 
> selections in one field), Remedy Web and MidTier I’ve been able to provide a 
> solution for our organization.
> Thank you,
> --- 
> John J. Reiser 
> Building 760-J202
> Remedy AR System Developer
> Senior Software Development Analyst 
> Lockheed Martin - RMS Moorestown Region
> 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 arslist
> Sent: Tuesday, September 13, 2016 11:06 AM
> To: arslist@ARSLIST.ORG
> Subject: EXTERNAL: Re: Off Topic - Before the List is Gone! NOTE: Not Gone, 
> MOVED
>  
> **
> NOTE: On Friday Sept. 30th the plug will literally be pulled on the Servers 
> this version of the list is running on. Please move over to the new home in 
> Communities by then.
>  
> The ARSlist didn’t even start on listserv, it was another messaging software. 
> I planned to make it a group on usenet, but the anarchist group in charge 
> spent 9 months talking about where it should be in the structure (anyone 
> familiar with Hitchhiker’s Guide to the Galaxy and the marketing team arguing 
> about what do people want from the wheel?)
>  
> For the past 14 years it has had a home in a machine room in downtown 
> Toronto, on Servers I purchased (both replaced once). Those servers from 
> 2009-2013 also helped us run the WWRUG events, so I could justify the expense.
>  
> Volume on the ARSlist is a quarter of what it was two years ago because the 
> vast majority of posters are now on communities.
>  
> There is also now the new Developer’s site for the Innovation Suite, 
> developers.bmc.com
>  
> We are all very busy, and there are too many places to go to find things. Now 
> communities will get you to the ARSlist too. I have been promised 
> non-censorship and non-interference.
>  
> So, same discussions, same people if we are all still interested, different 
> location.
>  
> Note: I am not disappearing either, and I hope none of you do!
>  
> The care and feeding of this community has been a highlight of the past 23 
> years for me, and through it I have met, electronically and\or physically a 
> really great group of people most of whom I think of as friends.
>  
> Times change, c’est la vie.
>  
> Now I just have to be a part of the Community, not build the platform the 
> community lives on.
>  
> Cheers Dan
> p.s. and yes, I prefer this platform to jive and Communities, it just isn’t 
> the pragmatic one anymore, and I hope to influence the improvements in 
> Communities to meet our needs
>  
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
> Sent: September 12, 2016 7:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Off Topic - Before the List is Gone!
>  
> **
> I totally reflect the sentiments of all of you. I heard of and started using 
> the list a little after about a year or 2 after it was started and since then 
> has been the best resource and online community I had the privilege of being 
> a part of.. Thank you all and hopefully the BMC Communities will be a similar 
> experience once I resume using it..
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
> Sent: Thursday, July 28, 2016 12:33 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Off Topic - Before the List is Gone!
>  

Re: Remedy 9.0.01 - CPU utilization and write license issues

[Tauf Chowdhury]

As all things server related it could be many things but:
1. Is it the areerver process causing the utilization? 
If no, check antivirus or some other agent like splunk or something. 
If yes:
1. Run logging if you can pinpoint the time. Could be runaway escalation or 
scheduled report or if there is a job pulling from an external DB, slowness at 
the source could cause processing to slow and overflow at the AR level too. 


Sent from my iPhone

> On Jul 4, 2016, at 7:41 PM, Kaur  wrote:
> 
> Yes, we have separated db and mid tier server.
> We increased the CPU count from 4 to 8 and RAM from 16GB to 32 GB. Even when 
> there is no activity on the server and only 20 users are logged in, CPU 
> utilization is going up to 80% bringing down the remedy services. Also, 
> increased the java heap size in server.config file.
> We are still having issues and its happening every 3rd day. 
> 
> Please suggest!
> 
> Thanks!
> Kaur
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"

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Re: Experience with Smart Reporting?

[Tauf Chowdhury]

My organization has had Smart Reporting and we use Remedy onDemand. The tool is 
powerful and can deliver the reports but it's been buggy when it comes to 
calculating date/time queries. We are also having issues with the way user 
sessions are translated from ITSM to smart reporting. The handoff of the 
session is not clean. 
I don't know that you can run direct sql. You would probably need to create the 
views and the queries using the GUI and then view the SQL. 

Sent from my iPhone

> On Jun 22, 2016, at 11:22 AM, David Charters  
> wrote:
> 
> **
> Yes smart reporting will work for most reports. You can also implement BMC 
> Analytics for complex reporting using cursors and other advanced functions, 
> which if done right blows regular Crystal reports out of the water.
> 
> 
> 
> Sent from my Verizon, Samsung Galaxy smartphone
> 
> 
>  Original message 
> From: Joanne Janssen 
> Date: 6/22/16 11:04 AM (GMT-05:00)
> To: arslist@ARSLIST.ORG
> Subject: Experience with Smart Reporting?
> 
> **
> Hey, 
> 
> At this point I am a Remedy user/report developer, rather than a Remedy 
> Developer, just as a preface (they won't let me get my hands on it!).  But my 
> question is about Smart Reporting.  Has anyone used it to create reports?  We 
> have developed some very sophisticated Crystal Reports, however we are 
> transitioning to Remedy 9.1 and have been told that we can no longer use 
> Crystal, due to security concerns.  I'm trying to create some of our simpler 
> reports and have run into some snags.
> 
> I've created Views for our HPD:Help_Desk based reports, and used some of the 
> canned formulas that Remedy supplied successfully, but have not been able to 
> create any of our customer SQL formulas.  Does anyone have any insight into 
> this?
> 
> Thanks
> 
> Joanne
> _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: Unable to connect BMC Remedy client tools to Arserver

[Tauf Chowdhury]

You may want to do a Netstat command during the attempt and see if you get any 
syn/sent errors which can lead one to think the firewall change is the culprit. 
Have you reached out to them to see what the change was? Sounds pretty easy to 
figure out if the change really caused your issue. 

Sent from my iPhone

> On Jun 16, 2016, at 7:15 AM, Manoj Kumar  wrote:
> 
> **
> Hi All
> 
> > We are unable to Unable to connect BMC Remedy client tools to Arserver. 
> > There was a recent firewall upgrade in our network and after which we are 
> > unable to connect client tools to ARserver. Has anyone face this issue 
> > before.
> >
> >  
> >
> > Error: Server 172.28.210.200 reports: ERROR (91): RPC call failed; 
> > 172.28.210.200:2000 ONC/RPC call timed out,  5060, 
> >
> >  
> >
> > We were able to connect to the server before the firewall upgrade.
> >
> >  
> >
> > We are able to telnet the ARserver. But when we see the wireshark logs, we 
> > see the window size as 65280. could this be the problem
> >
> >  
> >
> >  
> >
> >  
> >
> > Thanks & Regards,
> >
> > Philip Richard
> >
> >  
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 

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Re: ARSList traction vs Communities...

[Tauf Chowdhury]

Not that I post a lot on arslist but remember that most of mine are from "the 
throne" 

Sent from my iPhone

> On Jun 10, 2016, at 8:11 AM, JD Hood  wrote:
> 
> **
> My personal opinion of Communities (and opinions will vary) is that it is has 
> some very good info in it -- but more often than not when I search, the 
> results are *mostly* useless. There's a lot of chaff to winnow through before 
> you can get to the good grain. 
> 
> And it could just be my bad luck looking for oddball stuff; however, more 
> often than not, Communities seems like an extension of support and I'm always 
> spending more time trying to get around the initial contact (the outsourced 
> call-center script-reader over in Puna) so I can reach someone who is 
> somewhat familiar with developing in whatever area my issue is in.
> 
> Contrast that with the ARSList where someone can pose a development question 
> and have multiple, valid options from other experienced devs *almost* before 
> their finger is fully lifted off the mouse key from asking their question. 
> That may be an exaggeration, but the ARSList can be spooky fast compared to 
> BMC Support. Also, consider this comparison: How many times have you stumped 
> the ARSList vs. How many times have you stumped BMC support? I don't know 
> about you, but I eventually solve my own issue before BMC can figure it out 
> about half the time.
> 
> Now, there is nothing stopping Communities from evolving into an 
> "ARSList-like" culture and for some things, it may be close. But in general, 
> I only go to Communities after I have exhausted all other possibilities and 
> before I completely give up and contact Puna to start that exercise in 
> frustration (You know the drill -- it begins with them asking for logs that 
> you had already attached to the ticket when you submitted it...).
> 
> At this point, moving the ARSList to Communities makes me *VERY* nervous for 
> the future of the ARSList. I understand that it's looking for a home and/or 
> funding. WE SHOULD ALSO RECOGNIZE THAT DAN HAS DONE AN ADMIRABLE JOB WITH IT 
> AND SHOULD BE REWARDED FOR HIS CONSIDERABLE EFFORTS SOMEHOW. I just hope that 
> -- due to some BMC corporate anti-ARSList bias (and to be clear, I have NO 
> IDEA if that bias even exists) -- they don't try to herd folks away from it 
> by wadding it up and throwing into an obscure, throttled, low-bandwidth, BMC 
> controlled corner where it's not indexed and stuffed under some 
> intentionally-crippled search engine so it's difficult to use. That would be 
> a *damn* shame. What my paranoia prefers is a fully autonomous ARSList. 
> Personally, I would not mind if you added a paypal account (or whatever) so 
> the ARSList subscribers can contribute towards it's maintenance and hosting, 
> along with a fund drive a few times a year as needed.
> 
> Now all that hot air is likely just a product of my fevered, 
> corporate-paranoia fueled imagination and everything will actually be peaches 
> & cream if the ARSList is absorbed into the BMC Communities "hive-mind".  At 
> least, I certainly hope so. Either way, I am positive life will go on no 
> matter where the ARSList winds up, either for better or worse.
> 
> And please don't make fun of me if I cover my eyes and grimmace until after 
> whatever is going to happen has happened.
> 
> Best of luck! I hope it all works out!
> -JDHood 
> 
> 
> 
>  
> 
>> On Thu, Jun 9, 2016 at 7:17 PM, Joe D'Souza  wrote:
>> And that is my point about an app. I think if BMC built a mobile communities
>> app and had that available to the community, there might have been a lot
>> more hits than just the high teens.. Not everyone hitting the article from
>> the app might have actually read the whole article, but at least there would
>> probably be more hits.. There is no way of knowing for sure if all the 19
>> that actually hit that article actually did read the whole thing anyway
>> unless they responded to it. If I were to sport a guess, maybe only 40 to
>> 50% of users opening any web page read the significant part of a web page
>> anyways before their attention goes else where on another tab on their
>> browser or another link.
>> 
>> On a messaging system however, I would assume that a higher percentage of
>> users hitting that message would actually read a significant part of that
>> message before discarding it if they do not wish to reply to it.
>> 
>> I may have a somewhat negative view of the communities but I see it more
>> like Facebook. I created an account just because my peers would have liked
>> me to be on it. But I very rarely ever actively use it unless someone
>> specifically sends me a message or somehow something actually did manage to
>> catch my attention there.. Email however feels a lot more personal to me so
>> I tend to respond to emails anyone sends me even though it's a 20+ year old
>> system.. That apart from the ability to access it when offline is my pro

Re: ARSList traction vs Communities...

[Tauf Chowdhury]

To that point, why not a forum based approach? I use the forum for my BMW 
called Bimmerpost way more than any other collaboration tool. 

Sent from my iPhone

> On Jun 10, 2016, at 11:58 AM, William Du Chene  
> wrote:
> 
> **
> Why not migrate? Wait now, before you get that look in your eyes, think about 
> it - 
> 
> I realize that the community has been around for a long time and there are a 
> lot of people that feel like family, but with the future of the list in 
> question, the uncertainly of autonomy - all good things eventually do come to 
> an end, right? The platform is but a product, and there are several others 
> available.
> 
> ServiceNow is right around the corner, has somewhat comparable cost, and much 
> of the same functionality. And the best part - they actually have a developer 
> platform that's freely available to boot. I mean, imagine what it would be 
> like to be able to play with the technology as an independent.  The 
> understanding that I have, be it right or not, is that is where much of the 
> community lands anyway at some point.
> 
> Likewise, there is also RT. from Best Practical. That thing has been around 
> for years and is in use by people from Raytheon, and Nasa all the way to 
> Lexmark and MIT. It's solid, and open source - can be extended as needed.
> 
> Not every company needs the AR platform, and for smaller use cases, it 
> doesn't necessarily make sense, right?
> 
> 
> 
>> On Fri, Jun 10, 2016 at 7:46 AM, Misi Mladoniczky  wrote:
>> Hi,
>> 
>> First of all there is an APP, Jive. It has not worked 100% for a week or so
>> after they introduced SSO, but this should be fixed soon enough I think.
>> 
>> Secondly BMC Communities works pretty much as ARSList, even though it has 
>> less
>> bad taste jokes ;-) In other words the bulk of what happens is people asking
>> questions about Remedy or ITSM.
>> 
>> I was also afraid that they would sensor or meddle in the postings too much,
>> but as Dan said this does not seem to be a big problem. I have received a 
>> ping
>> once or twice, but the decision to change the original post has always been 
>> on
>> me.
>> 
>> Communities has some good things like marking answers as correct, this 
>> closing
>> questions, and being able to publish documents (zip-files, def-files,
>> word-documents) which is separated from all the questions/answers.
>> 
>> There is also a lot of functionality to find other people there, so in that
>> sense it is more like Facebook than the ARSList is.
>> 
>> For me ARSList is more dear, and when time is short I revert to only reading
>> the ARSList...
>> 
>> Joe, you should give it an honest test! In any event you might have to move
>> there anyway if you still want to read the ARSList ;-)
>> 
>> 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.
>> 
>> > And that is my point about an app. I think if BMC built a mobile 
>> > communities
>> > app and had that available to the community, there might have been a lot
>> > more hits than just the high teens.. Not everyone hitting the article from
>> > the app might have actually read the whole article, but at least there 
>> > would
>> > probably be more hits.. There is no way of knowing for sure if all the 19
>> > that actually hit that article actually did read the whole thing anyway
>> > unless they responded to it. If I were to sport a guess, maybe only 40 to
>> > 50% of users opening any web page read the significant part of a web page
>> > anyways before their attention goes else where on another tab on their
>> > browser or another link.
>> >
>> > On a messaging system however, I would assume that a higher percentage of
>> > users hitting that message would actually read a significant part of that
>> > message before discarding it if they do not wish to reply to it.
>> >
>> > I may have a somewhat negative view of the communities but I see it more
>> > like Facebook. I created an account just because my peers would have liked
>> > me to be on it. But I very rarely ever actively use it unless someone
>> > specifically sends me a message or somehow something actually did manage to
>> > catch my attention there.. Email however feels a lot more personal to me so
>> > I tend to respond to emails anyone sends me even though it's a 20+ year old
>> > system.. That apart from the ability to access it when offline is my pro
>> > stand for email rather than a web community.
>> >
>> > Joe
>> >
>> > -Original Message-
>> > From: Action Request System discussion list(ARSList)
>> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> > Sent: Thursday, June 09, 2016 4:11 AM
>> 

Re: ARSlist Future

[Tauf Chowdhury]

You think BMC would ban/delete any constructive BMC bashing? Key word.. 
Constructive

Sent from my iPhone

> On Jun 4, 2016, at 12:03 PM, David Charters  
> wrote:
> 
> **
> 
> My primary issue with moving it to communities is we will be surrendering 
> control to BMC. The arslist has always been a private autonomous group and 
> that's what makes it special. What's your direct email Dan?
> 
> 
> Sent via the Samsung Galaxy S® 6 edge, an AT 4G LTE smartphone
> 
> 
>  Original message 
> From: Stan Feinstein 
> Date: 6/4/16 9:52 AM (GMT-05:00)
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSlist Future
> 
> What does everyone think?  It sounds like many would like to keep it the way 
> is.
> 
> Dan, what is your email address?
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
> Sent: Friday, June 03, 2016 6:39 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSlist Future
> 
> Hi Stan,
> 
> Hasn't been that low since 1997. Still read by over 4000 as far as I can 
> tell, how many more I don't know.
> 
> IF everyone joins the ARSlist on BMC Communities we carry on and they will 
> still see what they see now.
> 
> If you really think it should stay the way it is now, contact me off line to 
> be the sponsor, all it takes is cash.
> 
> That being said, I am still of the opinion that the community would be served 
> better being in communities.
> 
> Dan
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Stan Feinstein
> Sent: June 3, 2016 5:15 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSlist Future
> 
> Hi Dan,
> 
> Is it still the case that over 2,000 people see the interchanges on the 
> ARSList?  While the number of interactions might be done, am I correct in 
> saying that these people will no longer have any idea of the issues facing 
> engineers?  
> 
> Thanks.
> 
> Stan
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
> Sent: Friday, June 03, 2016 1:04 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSlist Future
> 
> Well, not convinced we will have digest available at the time of the move, 
> but I don't want to change when we move over.
> If communities can't provide it I am working on a work around (sound 
> familiar?) Basically we can send the emails to somewhere else where the day 
> gets bundled and people go there for the digest.
> 
> Given the current volume, only having a digest doesn't seem to have the same 
> priority as when we had 130 posts a day.
> 
> Dan
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: June 2, 2016 10:09 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSlist Future
> 
> Hi Frederick,
> 
> If you are not interested in other things on communities, it is very easy to 
> set it up in a similar way as it works now.
> 
> You get an email for each post, and you can reply to the post using email.
> 
> To get the complete thread you click on a link in the email to read it.
> 
> Or the thread view, in my email reader, also works fine on the communities 
> emails.
> 
> It is easy to create a mail-sorting-filter on the subject of the email to get 
> all future ARSList emails into a separate folder, just as I get my current 
> ARSList emails sorted :-)
> 
> So if you do not want things to change, it can stay more or less as it is now.
> 
> I think that Dan has made sure that something similar to the digest emails 
> will also be available. Right Dan?
> 
> 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.
> 
> > I'm will be sad to see it move.   Email is so much easier and so much less
> > bandwidth than a web forum.
> >
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Bloom
> > Sent: Wednesday, June 01, 2016 3:37 PM
> > To: arslist@ARSLIST.ORG
> > Subject: ADM: ARSlist Future
> >
> > **
> > I will be moving the ARSlist Community to BMC Communities. Where our 
> > members will still be the only ones that know why this is the Action 
> > Request System list and not the Remedy list.
> >
> > Some of the concerns expressed have been raised by me with BMC and I 
> > make this move with the assurance of non-interference and in fact 
> > increased co-operation for the good of the community.
> >
> > At least one server will stay commissioned until October, but various 
> > web 

Re: Change from Normal to Emergency Error

[Tauf Chowdhury]

Mark,
Which status is the change in? I know that the approval workflow may go nuts if 
you start changing dependent fields past the draft status. 


Sent from my iPhone

> On May 26, 2016, at 9:59 AM, Brittain, Mark  wrote:
> 
> **
> Hi All,
>  
> Running into a strange situation if a user attempts to update the 
> Class/Change Timing from Normal to Emergency on an existing Change. ON save 
> (modify) the Class gets set back to Normal and the user gets the following 
> message ARWARN45538 This change request has been updated since it was opened 
> and will be refreshed. Now if a user creates a Change with the Class as 
> Emergency, that works fine. I have run the logs and been through all the 
> workflow but can’t seem to find why this occurs.
>  
> Any ideas/suggestions would be greatly appreciated.
> ARS 7.6.04 SP5
> ITSM 7.6.04 SP2
>  
> Thanks
> Mark
>  
> Mark Brittain
> Sr. Systems Engineer - ITSM
> ITILv3 Foundation, Continual Service Improvement
> NaviSite, Inc. – A Time Warner Cable Company
> mbritt...@navisite.com
> Office: 315.634.9337
> Mobile: 315.882.5360
> 
>  
> 
> 
> This E-mail and any of its attachments may contain Time Warner Cable 
> proprietary information, which is privileged, confidential, or subject to 
> copyright belonging to Time Warner Cable. This E-mail is intended solely for 
> the use of the individual or entity to which it is addressed. If you are not 
> the intended recipient of this E-mail, you are hereby notified that any 
> dissemination, distribution, copying, or action taken in relation to the 
> contents of and attachments to this E-mail is strictly prohibited and may be 
> unlawful. If you have received this E-mail in error, please notify the sender 
> immediately and permanently delete the original and any copy of this E-mail 
> and any printout.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Smart Reporting - Change DB Password

[Tauf Chowdhury]

Magnus,
No clue if this will even work but see this URL: 
http://www.yellowfinbi.com/YFForum-Changing-the-JDBC-user-password-in-the-web-xml-file-?thread=105091

Sent from my iPhone

> On May 12, 2016, at 4:14 AM, Magnus Blixt  wrote:
> 
> **
> Hi
> I´ll need to change the login password that runs the smart reporting 
> database. The problem is that I can’t find where I change the password in any 
> config. As soon i change the login password in the database I can’t run Smart 
> Reporting.  Does anyone know how to?
>  
> //Magnus Blixt
> Magnus Blixt
> System Achitect ICT Infrastructure
> 
> GDM - Vi förenklar din IT-vardag
> 
> Adress: Box 892, 851 24 Sundsvall
> Besöksadress: Södra Järnvägsgatan 37
> Tfn vxl: +46 60-14 02 00
> Tfn direkt: +46 70-649 6949
> E-post: magnus.bl...@gdm.se
> Webbplats: www.gdm.se
> 
> Detta e-postmeddelande är endast avsett för den person eller den enhet som 
> det är adresserat till. Det kan innehålla särskild information som är 
> konfidentiell eller på annat sätt är skyddad för avslöjande under tillämplig 
> lag. Om ni felaktigt fått detta meddelande vänligen radera det omedelbart och 
> meddela mig snarast via e-post.
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: SRD Approvals are not working!

[Tauf Chowdhury]

Not sure what version but did you make sure to check the box for approvals on 
the tab on the SRD?

Sent from my iPhone

> On Apr 21, 2016, at 3:17 AM, babajan baig  wrote:
> 
> **
> Hello Team,
> 
> I have created a Approval Process configuration for SRD, approval mapping and 
> created a SRD and moved the status to Request for Approval.
> 
> However the SRD went to Deployed which is online.
> 
> Inspite of having approval mappings, SRD is going for Approval. Kindly need 
> your assistance.
> 
> Thanks in Advance
> 
> Regards,
> -Babajan
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Smart Reporting Remedy 9

[Tauf Chowdhury]

Anyone run into and hopefully fix the date/time issue in Smart Reporting where 
it evidently can't understand the concept of midnight!? 
For example, using date measures like "yesterday" yields results from 12p noon
Changing the time to 12am still shows 12 noon. It only recognizes 1am onwards.


Sent from my iPhone
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Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server - FIXED

[Tauf Chowdhury]

Cutting support for the WUT was simply not the right move. Look at a company 
like Cherwell that supports a fat client. They freely admit that there are some 
features such as dashboards and stuff that are only available to the web 
client. However, there are some functions that are just simply easier to do 
within a fat client than trying to funnel your user base into a web client. Not 
to mention that the web client was awful and the software was not truly written 
to be fully consumed via the web client only... Even with v9, there are some 
functions that are just clunky via the web and would be much easier using a fat 
client. 
Not sure why companies in general take a stubborn stance on things sometimes. 
On a lighter note, happy holidays people!

Sent from my iPhone

> On Dec 26, 2015, at 9:33 AM, Rick Cook  wrote:
> 
> **
> I find it quite useful when doing large data import tasks with modify all 
> functions and all.  Why run all that traffic through the Mid-tier layer for 
> an administrative function?
> 
> Rick
> 
>> On Dec 26, 2015 5:02 AM, "JD Hood"  wrote:
>> **
>> Hi Doug,
>> 
>> Perhaps BMC should investigate *why* folks are still clinging to the User 
>> Tool.
>> 
>> What functionality does it provide that is missing in the web client? 
>> Identify it and where technically possible, add that functionality to the 
>> web client. Then the *need* (if not desire) for the User Tool will likely 
>> dissipate.
>> 
>> For me, the main issue with the web client is ad-hoc reporting. To export a 
>> standard Remedy .arx file for most any ITSM form (or other form with a 
>> gazillion fields) is not feasible. That "arsystem" arx export functionality 
>> *desperately* needs an "add all fields" button to make it easier (humanly 
>> possible?) to move record(s) out of a given system for purposes of testing, 
>> development, personal backup, etc.
>> 
>> But that's just my pet "missing User Tool feature" in the post version 8x 
>> world. I know others have voiced different "missing User Tool features" 
>> around these parts. BMC might want to look into it.
>> 
>> Now, I haven't had an opportunity yet to see what v9x Mid Tier brings in 
>> this regard, so if BMC has now accounted for my pet issue, then as far as I 
>> am concerned... um... nevermind. :-)
>> 
>> Thanks!
>> -JDHood
>> 
>> 
>>> On Fri, Dec 25, 2015 at 9:32 PM, Mueller, Doug  wrote:
>>> Everyone,
>>> 
>>> Just to be clear here and reinforce some things that have been mentioned.
>>> 
>>> One commitment we have is compatibility with our API/interfaces.  We want 
>>> to be sure that if you have written a program to the system on any version 
>>> of the server, that it will continue to work on future versions of the 
>>> server.
>>> 
>>> In this case, there was an api function -- Export specifically -- that had 
>>> a problem with an export format in that it put a name in that format that 
>>> was not able to be properly processed by an existing API program that used 
>>> that operation.  This issue was corrected.
>>> 
>>> Now, the fact that in this case the API program was the Windows User Tool 
>>> is not the major issue.  It is an API program that stopped working because 
>>> of an issue with the API producing data in a compatible way so that the 
>>> existing functionality of a tool would continue to work.  So, the server 
>>> was corrected to maintain the compatibility of the API.
>>> 
>>> You will find that we have always been committed to this compatibility.  
>>> Occasionally, there is a miss somewhere -- as in this case -- and that miss 
>>> is corrected.
>>> 
>>> This commitment is important for anyone who wants to produce an integration 
>>> or interaction with the system.  It means that as the server is upgraded, 
>>> there is no requirement to change the integrations/executables as they 
>>> should continue to work.  Generally, this is true.  It allows you to mix 
>>> and match versions of executables, mid-tier, applications, and server.
>>> 
>>> NOTE: There is no magic here.  The older executable does not suddenly 
>>> inherit new functionality.  And, when you upgrade to using a new API, the 
>>> program may need to be updated to react to changes in the API/interface.  
>>> But, while continuing to use the older API for that program (even if other 
>>> programs are using the newer API), you can continue without having to 
>>> rebuilt right away.
>>> 
>>> If you ever see an API incompatibility causing issues across versions, 
>>> please let us know right away.
>>> 
>>> Doug Mueller
>>> 
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) 
>>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>>> Sent: Saturday, December 19, 2015 12:55 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: Something to be aware of - the User Tool cannot work with 
>>> overlaid forms on a 9.0 server - FIXED
>>> 
>>> Hi,
>>> 
>>> I think it is great news.

Re: New Remedy Upgrade Project!! :)

[Tauf Chowdhury]

You guys didn't even get to the rate yet. I'm sure it's like $60/hr all 
inclusive lol 

Sent from my iPhone

> On Dec 23, 2015, at 5:25 PM, remedy...@gmail.com wrote:
> 
> **
> Then 3 more...
> Then... 3 more...
> Then  3 more
> 
> Sent from my iPhone
> 
>> On Dec 23, 2015, at 3:45 PM, Sanford, Claire 
>>  wrote:
>> 
>> **
>> BMC probably told them it would only take 3 weeks! 
>>  
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
>> Sent: Wednesday, December 23, 2015 11:09 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: New Remedy Upgrade Project!! :)
>>  
>> **
>> Yeah, I was thinking the same thing.  Rick's #1 rule of consulting is that 
>> the customer can set the scope or the time line.  Not both. 
>> 
>> Rick
>> 
>> On Dec 23, 2015 9:05 AM, "Roger Justice"  wrote:
>> **
>> Who else on the list consider 16 days to do a 7.1 to 8.1 upgrade to short 
>> and as you can see from PIKSSO custom authentication the customer has ITSM.
>>  
>>  
>> -Original Message-
>> From: Anna Peters 
>> To: arslist 
>> Sent: Wed, Dec 23, 2015 11:56 am
>> Subject: New Remedy Upgrade Project!! :)
>> 
>> **
>> Good Morning, Arslist!
>> New project available IMMEDIATELY– please send resume and rate requirements 
>> if you are interested.
>>  
>> Engagement Overview
>> Duration: 4 weeks (4-day work weeks are ok)
>> Location: Fort Meade, MD
>> **TS/SCI is required**
>>  
>> ARS 7.1 – ARS 8.1 Upgrade1
>> ·Back-up current database
>> ·Export forms
>> ·Run upgrade scripts
>> ·Test
>> ·Perform any necessary remediation
>>  
>> Install & Configure email
>>  
>> LDAP for Authentication Configuration Implementation
>> ·Configure LDAP authentication using the BMC supplied AR External 
>> Authentication (AREA) LDAP plug-in.
>>  
>> LDAP for People Data Population Implementation
>> ·Setup and configure LDAP People Data Population using the BMC 
>> supplied AR System Database Connectivity (ARDBC) LDAP plug-in.
>>  
>> Install and Configure PKISSO for Remedy ITSM/MidTier
>> ·Assist customer with installation and configuration of the Remedy 
>> AREA plugin and the PKISSO custom authenticator for MidTier.
>>  
>> Documentation
>> ·Document System
>>  
>> Thank you and Happy Holidays!!
>>  
>> Anna Peters
>> Recruiter
>> 
>>  
>> Comcentric Inc.
>> 10463 Park Meadows Drive #208
>> Lone Tree, CO 80124
>> 
>>  
>> _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_
>> _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 column to Incident management console

[Tauf Chowdhury]

I would confirm first that the field is being populated in the incident and 
then also make sure you've assigned proper permissions. 

Sent from my iPhone

> On Oct 26, 2015, at 1:34 AM, shashidhar M S  wrote:
> 
> Hello Experts,
> 
> There is a requirement to add a column  Customer Corporate ID to the table 
> field z2TH Incidents on Incident management console. 
> HPD:CFG_IncidentWatchList is a join form from where the table is getting the 
> data. I added the field Corporate ID to HPD:CFG_IncidentWatchList and added 
> the column to z2TH Incidents table on INC management console. 
> 
> Corporate ID field on HPD:CFG_IncidentWatchList  has valid data, but the same 
> is not displaying in incident Management console. No data is displaying for 
> the column Corporate ID.
> 
> Appreciate your prompt suggestions. Thanks
> 
> Regards,
> Shashi 
> 
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Re: SRD Questions are not visible to a few users

[Tauf Chowdhury]

Have you tried different browsers? The questions part of SRM open in a data 
viz. I've seen some browsers freak out on this. 

Sent from my iPhone

> On Oct 14, 2015, at 5:18 PM, Hennigan, Sandra, CTR, DSS 
>  wrote:
> 
> ARS & ITSM 8.1.01
> Service Request Management
> 
> SRDs in use since January 2015, entitled to all of a our Company users, are 
> designed to create Incidents.
> Works fine - No issues submitting the request.
> 
> EXCEPT we have random users that although they can view the SRD categories 
> and 
> "Request Now" a SRD, when the SRD opens, only the header of "Requested By", 
> "Requested for", "Phone" and "Email" fields are in view. None of the question 
> prompts are displayed. For any affected user, opening any SRDs has the same 
> result - doesn't matter which backend form gets created, INC, WO or CRQ.
> 
> We have:
> Flushed the Entitlement cache
> The app & mid-tiers have been restarted and mid-tier cache flushed
> Hard cleared the mid-tier cache
> Checked the users BMC.CORE:BMC_Person, BMC.CORE:BMC_Person_, 
> BMC.CORE:BMC_BaseElement records - some users are in the BMC.ASSET and other 
> users are in the BMC.ASSET.SANDBOX. Same goes for our users for which a SRD 
> displays the questions.
> Turned on User logging and logged a working user & a non-working user. 
> Compared log files
> No entries in the mid-tier logs
> Given users Unrestricted access; the default is access restriction to their 
> Company.
> Given users Fixed license; default for Support Staff = No is Read
> Removed/added Login ID
> Changed to Non-Support
> Reset password
> Deleted User Preference records
> Deleted User Search Preference records
> Created a new Entitlement Group for the affected users
> Added new SRDs entitled ONLY to affected users.
> 
> All users have a Remedy Login ID & Password.
> Affected users might be Support Staff = Yes or Support Staff = No.
> 
> The issue can be resolved if we use the Data Wizard and create a new Login ID 
> for the user but this creates a non-standard user record.  It is hard to know 
> how wide-spread the issue is because we have only had a few users report the 
> issue.
> 
> Anyone have any suggestions? Users have tickets logged in their name so I am 
> reticent to delete and re-add a CTM:People record but may have to.  Your 
> assistance is welcome.
> 
> Thank you,
> 
> Sandra
> 
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> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: RoD limitations...

[Tauf Chowdhury]

Jiri,
Actually, the idea of establishing a traditional VPN and accessing the dev 
tools via the tools server is being phased out. 
BMC is now using a technology called "client gateway." It opens a secure tunnel 
from source and destination and allows access to RoD infrastructure almost as a 
local resource. So as a developer, you can have your dev tools running on your 
own laptop and connect to your dev environments in RoD. 
Same works for your integrations to on premise systems. 

Sent from my iPhone

> On Oct 9, 2015, at 5:06 AM, Pospi ARSList  wrote:
> 
> **
> Hi Joe,
>  
> I have come across another area that you may consider as a limitation, though 
> not caused by the product itself, but the fact that the environment resides 
> outside of the customer’s corporate infrastructure.
> In this scenario, you want to pull data to Remedy using AI, say from SCCM 
> database. You obviously need to open firewalls and set up connectivity from 
> Remedy DEV, QA and PROD servers to your corporate network. Standard thing, no 
> problem here.
> Then you want to start developing your transformations in Spoon. Spoon in RoD 
> can only be run from so called Tools server (aka jump server allowing direct 
> access to the AR Server box).
> Tools server, however, does not have connectivity to your corporate network 
> as the firewall/VPN rules are only set up for your DEV,QA and PROD.
> Now, you have two choices – employ BMC professional services to do the work 
> for you (as they can access directly the servers) or open discussion with RoD 
> operations team about the possibility to have direct access to the DEV server 
> for yourself or to have connectivity enabled from Tools server to your 
> corporate environment (may not be something your security will be happy as 
> the tools server is not exclusively allocated to your company).
>  
> Apologies about somewhat long-ish post, but from my current experience, this 
> area is not particularly well understood/documented and made clear in RoD 
> environment.
>  
> Kind Regards
> Jiri Pospisil
>  
> From: Joe D'Souza [mailto:jdso...@shyle.net] 
> Sent: 08 October 2015 22:12
> Subject: Re: RoD limitations...
>  
> **
> Thank you Doug for clarifying this limitation.
>  
> The last time I heard about it, I interpreted it as it was restricted 
> completely from the product – did not know that there was a scope to discuss 
> this with the On Demand team.
>  
> So basically it does look like there is no difference on any features at all 
> – just a difference in operation policies.
>  
> Thanks again.
>  
> Joe
>  
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
> Sent: Thursday, October 08, 2015 3:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: RoD limitations...
>  
> Joe and LJ,
>  
> There is a difference about what the product will allow vs. not allow and 
> what the operation environment policy allows or not.
>  
> There is no restriction in the product.  The product in RoD is identical to 
> the product that is available On Premise.  Both the features you mention Joe 
> are fully supported – and used by the applications – both On Premise and On 
> Demand.
>  
> Now, if you are running the environment On Demand and want to add new logic 
> that uses these features, there are restrictions.  Remember, the BMC team is 
> responsible for running the environment and making sure it is up and running 
> and safe.  If you do a run process that is running some external process or 
> issuing direct SQL commands that are outside the AR System control, there are 
> issues about data security and integrity and about what processes are doing.  
> On Premise, you are responsible for your own environment and processing so 
> you can take responsibility for the issues here.  The On Demand team however 
> has to be very conservative about what they are allowing a customer to put 
> into an environment that they are responsible for operating.
>  
> So, in general, the operations of Direct SQL and Run Process are not allowed 
> within a RoD environment.  If there is a requirement for these operations, 
> you have to have discussions with the RoD team about what is possible or not 
> within the environment.
>  
> In the end, not a product or feature issue, but an operational 
> issue/discussion.
>  
> Doug Mueller
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
> Sent: Wednesday, October 07, 2015 3:38 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: RoD limitations...
>  
> **
> I have not directly worked in an RoD environment, but when the product was 
> new-ish, somewhere around version 7.x, I had tried to research as to the 
> differences and limitations and that is what I was told – that everything is 
> the same. The only difference feature wise was these two and these two were 
> removed for security reasons or something like that so 

Re: Service Request Help

[Tauf Chowdhury]

That should work. Really, the question structure could have no bearing on
the flow. It's how you stage the condition. John Johnson's example won't
work for you. Carl's will. The reason John's won't is because you have
check boxes with multiple choices possible. In his, if you pick Yes to any
one, the flow looks like it would stop (I think.. with confidence lol). I
haven't done it in a while.
Anyway, good luck.. and use the parallel flow that Car showed you!

On Mon, Sep 28, 2015 at 3:19 PM, April McPherson <april_car...@hotmail.com>
wrote:

> **
> What is I put a question called Application(s) and listed all the names of
> the available apps that they could choose as check boxes. Then I sent up
> conditions for each of the applications  COND:APP! = "Appname as listed in
> check box"? Or would I have to list each app with its own question?
>
> April McPherson
>
> --
> Date: Mon, 28 Sep 2015 18:53:08 +
> From: spearmint.l...@gmail.com
>
> Subject: Re: Service Request Help
> To: arslist@ARSLIST.ORG
>
> **
> Hi April,
>
> The conditions need to cascade from one to the next with the AOT's on the
> yes side and the next condition on the No side. If your qualification in
> the first condition is not true, then it goes to the "No" side and hits the
> next condition as shown in the attached edited screenshot.
>
> [image: 0.jpg]
>
>
> On Mon, Sep 28, 2015 at 10:37 AM Carl Wilson <carlbwil...@gmail.com>
> wrote:
>
> **
>
> Hi,
>
> As you have each condition being checked sequentially, you would need to
> place these in Parallel if you wanted to evaluate multiple options.  If
> each Condition is evaluating only one option as Tauf mentions, you would
> never get to a "Default" and if it did not match that condition explicitly
> it would be bypassed.
>
>
>
> *Example for multiple section:*
>
>
>
> [image: image001.png]
>
>
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *April McPherson
> *Sent:* 28 September 2015 14:18
> *To:* arslist@ARSLIST.ORG
>
>
> *Subject:* Re: Service Request Help
>
>
>
> **
>
>
> I thought I had attached my process flow. Let me try again.
>
>
>
> [image: image003.jpg]
>
>
>
>
> April McPherson
>
> > Date: Mon, 28 Sep 2015 08:47:04 -0400
> > From: taufc...@gmail.com
> > Subject: Re: Service Request Help
> > To: arslist@ARSLIST.ORG
> >
> > April,
> > Without seeing your process flow, I'm going to assume the reason you are
> getting the Bypassed status is because you are using one condition. You
> will probably have to create a condition for each choice leading to each
> AOT that "could" be selected.
> >
> > Sent from my iPhone
> >
> > > On Sep 28, 2015, at 8:20 AM, April McPherson <april_car...@hotmail.com>
> wrote:
> > >
> > > I am trying to create a Service Request in Remedy On Demand 8.1 that
> would allow users to choose multiple options. Each choice would generate a
> new work order based on that choice. I have created as such with a AOT for
> each choice and work order template for each choice. I have attached the
> process view. During testing when selecting only one choice everything
> works as expected. Multiple choices result in a Bypassed status. I do NOT
> want to use AIF if I can get away with it. Any help would be greatly
> appreciated.
> > >
> > >
> > >
> ___
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > "Where the Answers Are, and have been for 20 years"
> > > 
> >
> >
> ___
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>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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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_
>



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Re: Service Request Help

[Tauf Chowdhury]

April,
I see it. I believe your conditions need to be spread across horizontal at
"layer 1." Right now, it is a step process. Layer 1-3...

On Mon, Sep 28, 2015 at 9:18 AM, April McPherson <april_car...@hotmail.com>
wrote:

> **
>
> I thought I had attached my process flow. Let me try again.
>
>
>
>
> April McPherson
>
> > Date: Mon, 28 Sep 2015 08:47:04 -0400
> > From: taufc...@gmail.com
> > Subject: Re: Service Request Help
> > To: arslist@ARSLIST.ORG
>
> >
> > April,
> > Without seeing your process flow, I'm going to assume the reason you are
> getting the Bypassed status is because you are using one condition. You
> will probably have to create a condition for each choice leading to each
> AOT that "could" be selected.
> >
> > Sent from my iPhone
> >
> > > On Sep 28, 2015, at 8:20 AM, April McPherson <april_car...@hotmail.com>
> wrote:
> > >
> > > I am trying to create a Service Request in Remedy On Demand 8.1 that
> would allow users to choose multiple options. Each choice would generate a
> new work order based on that choice. I have created as such with a AOT for
> each choice and work order template for each choice. I have attached the
> process view. During testing when selecting only one choice everything
> works as expected. Multiple choices result in a Bypassed status. I do NOT
> want to use AIF if I can get away with it. Any help would be greatly
> appreciated.
> > >
> > >
> > >
> ___
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> > > "Where the Answers Are, and have been for 20 years"
> > > 
> >
> >
> ___
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> _ARSlist: "Where the Answers Are" and have been for 20 years_




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Re: Service Request Help

[Tauf Chowdhury]

April,
Without seeing your process flow, I'm going to assume the reason you are 
getting the Bypassed status is because you are using one condition. You will 
probably have to create a condition for each choice leading to each AOT that 
"could" be selected. 

Sent from my iPhone

> On Sep 28, 2015, at 8:20 AM, April McPherson  wrote:
> 
> I am trying to create a Service Request in Remedy On Demand 8.1 that would 
> allow users to choose multiple options. Each choice would generate a new work 
> order based on that choice. I have created as such with a AOT for each choice 
> and work order template for each choice. I have attached the process view. 
> During testing when selecting only one choice everything works as expected. 
> Multiple choices result in a Bypassed status. I do NOT want to use AIF if I 
> can get away with it. Any help would be greatly appreciated.
> 
> 
> ___
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> 

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Re: ARSmarts and RRR at BMC Engage 2015

[Tauf Chowdhury]

Misi cannot be missed. He's walking around like a 4 star general with all the 
badges and banners on his name tag! :P

Sent from my iPhone

> On Sep 8, 2015, at 1:56 PM, Support  wrote:
> 
> Hello List,
> 
> I realize that I forgot to mention that we would be at BMC Engage 2015.  
> Don't forget to visit our booth, we have plenty of goodies ;-).
> 
> See you.
> 
> Kaïs.
> 
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Re: BMC.REMEDY.ITSM.SOCIALCLOUD

[Tauf Chowdhury]

I haven't looked too much into this either but I think this works to feed the 
"follow" and "stream" features in the product. 

Sent from my iPhone

> On Sep 3, 2015, at 11:21 AM, Jamie  wrote:
> 
> I'm working within Smart IT 1.1 and from what I've gathered just working with 
> BMC Support on a bunch of issues, there is a CAI social plugin (in 1.0 & 1.1; 
> in 1.2 BMC created a new social plugin that doesn't use CAI) that sends the 
> work infos and other social aspects to get created in the social database in 
> MongoDB.
> 
> If anyone else knows more about it, or if I mis-spoke, feel free to correct 
> me.  Like I said, I'm learning the backend stuff just from working with BMC 
> Support.  It would sure be nice if this was all listed in the BMC docs!! :)
> 
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OT: BMC Logo

[Tauf Chowdhury]

Anyone notice that BMC's new logo looks just like the logo from a company 
called Brocade? Same colors too. Wonder if they used the same marketing firm. 
Whoops!

Sent from my iPhone
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Re: Thanks for everything...

[Tauf Chowdhury]

Enjoy! Take care bud 

Sent from my iPhone

 On Aug 20, 2015, at 10:01 PM, Larry Robinson n...@ncsu.edu wrote:
 
 **
 Dear ARSlist,
 
 The time has come for me to offer you my thanks and to say farewell. NC State 
 university has completed it's transition from BMC ARS to ServiceNow. I was 
 part of the implementation and support team for ServiceNow and I am now 
 retired, so my participation in the ARSlist, such as it was, will be ending 
 soon.
 
 After 15+ years of Remedy system design, development and support activities, 
 I am thoroughly convinced that I could not have done my job as effectively as 
 I did without the help of the contributors to this list. As others have 
 observed, this list is special in it's members unselfishness and willingness 
 to devote their professional and personal time help other. For this, I am 
 extremely grateful.
 
 Wishing you all the best!
 Larry Robinson
 
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Application Object Template

[Tauf Chowdhury]

It's been a while but I'm pretty sure you'll need to create a new AOT. 

Sent from my iPhone

 On Aug 20, 2015, at 2:54 PM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
 lisa.kemes@dla.mil wrote:
 
 I created an AOT and added an INC Template to it.  The AOT is connection to a 
 PDT which is connected to an SRD.
 
 I want to change the AOT and have another INC Template attached to it.  I've 
 made the SRD Offline, but the select button is still greyed out.
 
 Is this normal?  Once you add a template to an AOT you cannot change it?
 
 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com
 
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Re: What is it about the ARSlist that keeps you here rather than Communities

[Tauf Chowdhury]

My responses.. and I would be interested in hearing about sponsorship
options Dan.
Why are you more active here? It's easy. It's email. It's simple. I have
logins and apps for a billion other things that are mission critical in my
life. I can't say that BMC Communities is one of them. ARSlist is tied into
my email and I can (and do) mostly respond from my phone... except for this
one!

What makes the ARSlist different\unique\special versus Communities. -
Keeping it simple. Got a question, ask it, get a bunch of answers related..
or loosely related to what you asked.. and get it quickly. I also don't get
distracted by badges, points, other activities that I need to address in
Communities.

Do you miss the ARSlist Awards and sessions or see this list as a commodity
now and just want to use it. - I miss the awards and sessions. I think the
WWRUG team did a good job at trimming a lot of the marketing crap from the
session content. The awards were just goofy as hell and a good time. I'd
rather spend 60 minutes hearing about that then learning about how circuits
are going to take over the world and oil becomes unnecessary and  somehow
that is supposed to get me excited about BMC.

Hope you appreciate the candor. Thanks!



On Tue, Aug 18, 2015 at 12:52 PM, Daniel daniel.bl...@danielbloom.ca
wrote:

 **

 I know many of us go to both, I am especially interested in those that are
 here and not on communities or more active her.



 Why are you more active here?



 What makes the ARSlist different\unique\special versus Communities.



 Do you miss the ARSlist Awards and sessions or see this list as a
 commodity now and just want to use it.



 Yes there is a purpose and an end goal here.



 If there is a company interested in sponsoring the ARSlist in it’s current
 form, and\or having a partnership with WWRUG, I would be happy to hear from
 you.



 Cheers Dan

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




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Re: a thread I haven't seen yet about BMC:Engage

[Tauf Chowdhury]

I thought it was a weird week for a conference too. Must have been a cheap 
week. 
So now I'm vacationing in San Diego the week before 

Sent from my iPhone

 On Aug 17, 2015, at 1:12 PM, Jason Miller jason.mil...@gmail.com wrote:
 
 **
 Yeah. The trip was almost cancelled when when my manager found out that she 
 was going to be paying holiday pay for two of us on a travel day. She would 
 have never approved the travel request if she had notice what day it started 
 on. We had to work out a special deal in order to go.
 
 On Mon, Aug 17, 2015 at 6:44 AM, Jamie jamie.bo...@transamerica.com wrote:
 I will be there as well.  There looks to be a lot of good topics this year, 
 I only wish they had planned it away from Labor Day weekend though.  Seems 
 like a lot of content to fit in 2.5 days.
 
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Re: a thread I haven't seen yet about BMC:Engage

[Tauf Chowdhury]

See you there Dan

Sent from my iPhone

 On Aug 15, 2015, at 3:10 PM, Daniel daniel.bl...@danielbloom.ca wrote:
 
 **
 The conference is less than a month away, and I haven’t seen much in the way 
 of folks saying they will be there?
  
 For those that are on the ARSlist I will have the ARSlist buttons and hats 
 there this year. Hats are limited.
 Not sure when or how they will be given out and this will be the last time I 
 bring them along, so be there and get your limited edition memorabilia.
  
 I thought the content looked much improved over last year and I am looking 
 forward to catching more sessions than I have even been to before.
 (granted, in my case getting to 5 sessions would be a record, seems to take a 
 long time to get from one room to the next when there are 10 people to talk 
 to in between, best reason to be there though!)
  
 Cheers Dan
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Re: SRM 8.1 SP2 On Behalf Of Issues

[Tauf Chowdhury]

Lisa,
With the user you are logged in as, can you do the same last name search on the 
People form without filling out the company? Similar results or do you see all? 

Sent from my iPhone

 On Aug 10, 2015, at 10:42 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
 lisa.kemes@dla.mil wrote:
 
 8.1 SP2 AR System and Oracle Database.
 
 I created a On Behalf Of setting that uses Global for Requested by and 
 Requested For, so I should see all users when I search on a last name 
 correct? 
 
 I don't, I only see a fraction of the amount of users I should see when 
 searching on the last name (Miller for example).  I should see more than 100 
 Millers, but I only see 5.  I compared all of them and I can't fine any rhyme 
 or reason why I should be able to see them all. 
 
 Seems like a really easy setting to set, but it's not giving me the results 
 that I think I should see.  Even though we are set for Multi-Tenancy, we only 
 have 1 company set up. 
 
 I even tried adding the On Behalf Of Setting for our company (In addition to 
 Global) and I'm still not able to view all the users with a last name of 
 Miller when I do my search.
 
 Plus, even though we have FTS enabled, the search box does not bring up 
 ANYTHING when searching for miller.  Only Miller will bring back data. 
 
 Anyone have any ideas?
 
 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com
 
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Re: OT: ServiceNow Developer Needed in Santa Monica, CA

[Tauf Chowdhury]

Anna,
Unless it's related to remedy code, almost everything else is always in fun. 
Even with remedy code.. There's a chance of a few wisecracks here and there. 
Way to roll with it! Welcome to the community.. 
Now that you're initiated, how about finding us some Remedy gigs

Sent from my iPhone

 On Aug 6, 2015, at 10:21 AM, Anna Peters anna.pet...@comcentric.com wrote:
 
 **
 Granted, over email it may not come across as such, but it was in fun.
  
 I’m assuming the earlier comments made to me were in fun as well, although in 
 honesty they did not come across that way either.
  
  
  
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI-Atlanta)
 Sent: Thursday, August 06, 2015 5:47 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: OT: ServiceNow Developer Needed in Santa Monica, CA
  
 **
 Anna,
  
 We are engineers, so one rule is no grammar/spell checking, unless in fun.
  
 hbr
  
 Howard Richter, Senior Remedy Administrator
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
 Sent: Wednesday, August 05, 2015 5:40 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: [arslist] OT: ServiceNow Developer Needed in Santa Monica, CA
  
 **
 Having done some SNOW training I personally felt it’s a shitty product with a 
 very pretty interface.. I don’t think you’ll get too many cross overs unless 
 the quality of the ServiceNOW product improves a 100 fold.. Recently I heard 
 a big MA based company that switched to SNOW from Remedy switched back in 
 under 2 years..
  
 Joe
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
 Sent: Wednesday, August 05, 2015 4:13 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: OT: ServiceNow Developer Needed in Santa Monica, CA
  
 **
 I was thinking about the possible cross-over, but anyone that is skilled in 
 both I would expect to participate in both 'communities'but that's just 
 how I would do it if I knew SNOW.either way, good luck in finding a 
 candidate. :)
  
 On Wed, Aug 5, 2015 at 2:02 PM Anna Peters anna.pet...@comcentric.com wrote:
 **
 Considering how many people are moving from Remedy into the ServiceNow space, 
 I thought there might be some cross-over and a decent chance to at least 
 network.
  
 By the way, “YOUR” should be “YOU’RE” as in “you’re making me hungry.”
  
 ~Anna
  
  
  
  
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI-Atlanta)
 Sent: Wednesday, August 05, 2015 1:40 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: OT: ServiceNow Developer Needed in Santa Monica, CA
  
 **
 Your making me hungry
  
 Howard Richter, Senior Remedy Administrator
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
 Sent: Wednesday, August 05, 2015 3:29 PM
 To: arslist@ARSLIST.ORG
 Subject: [arslist] OT: ServiceNow Developer Needed in Santa Monica, CA
  
 **
 Ha! I don't even go into McDonalds and order a Big Mac
 
 Sent from my iPhone
 
 On Aug 5, 2015, at 3:21 PM, jortega999 . jortega9...@gmail.com wrote:
 
 **
 Oh no she didn't! You don't go into Burger King and order a Big Mac.
 
 On Aug 5, 2015 2:17 PM, Richter, Howard (CEI-Atlanta) 
 howard.rich...@coxinc.com wrote:
 **
 I knew someone would post the question. Just should have bet is would have 
 been you.
  
 Howard
  
 Howard Richter, Senior Remedy Administrator
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
 Sent: Wednesday, August 05, 2015 3:07 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: [arslist] ServiceNow Developer Needed in Santa Monica, CA
  
 **
 Anna,
 I'm not bashing you, I'm just curious, why you would come to a discussion 
 list dedicated to Remedy discussion looking for a SNOW Developer?
  
  
 On Wed, Aug 5, 2015 at 1:04 PM Anna Peters anna.pet...@comcentric.com wrote:
 **
  
 Good Afternoon, ARSLIST!
  
 The Digital Media Services division of one of the largest wireless companies 
 in the U.S. is in need of a full-time, permanent ServiceNow Developer. This 
 division is on the cutting edge of Content Delivery Network (CDN) technology, 
 offers competitive benefits, and has an incredible campus in Santa Monica, CA.
  
 Ideal candidates should possess deep technical insight in developing and 
 managing the ServiceNow application and implementing best practices as well 
 as have keen insight into the full life cycle of a ServiceNow application and 
 Service Management. In this role, you will collaborate with Product, 
 Operations and Engineering to develop and implement solutions within Service 
 Now, advocate for solutions and best practices, and work to increase 
 productivity. You should possess hands-on experience with development and 
 customization of the Service Now Enterprise service management application

OT: ServiceNow Developer Needed in Santa Monica, CA

[Tauf Chowdhury]

Ha! I don't even go into McDonalds and order a Big Mac

Sent from my iPhone

 On Aug 5, 2015, at 3:21 PM, jortega999 . jortega9...@gmail.com wrote:
 
 **
 Oh no she didn't! You don't go into Burger King and order a Big Mac.
 
 On Aug 5, 2015 2:17 PM, Richter, Howard (CEI-Atlanta) 
 howard.rich...@coxinc.com wrote:
 **
 I knew someone would post the question. Just should have bet is would have 
 been you.
 
  
 
 Howard
 
  
 
 Howard Richter, Senior Remedy Administrator
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
 Sent: Wednesday, August 05, 2015 3:07 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: [arslist] ServiceNow Developer Needed in Santa Monica, CA
 
  
 
 **
 
 Anna,
 
 I'm not bashing you, I'm just curious, why you would come to a discussion 
 list dedicated to Remedy discussion looking for a SNOW Developer?
 
  
 
  
 
 On Wed, Aug 5, 2015 at 1:04 PM Anna Peters anna.pet...@comcentric.com 
 wrote:
 
 **
 
  
 
 Good Afternoon, ARSLIST!
 
  
 
 The Digital Media Services division of one of the largest wireless companies 
 in the U.S. is in need of a full-time, permanent ServiceNow Developer. This 
 division is on the cutting edge of Content Delivery Network (CDN) 
 technology, offers competitive benefits, and has an incredible campus in 
 Santa Monica, CA.
 
  
 
 Ideal candidates should possess deep technical insight in developing and 
 managing the ServiceNow application and implementing best practices as well 
 as have keen insight into the full life cycle of a ServiceNow application 
 and Service Management. In this role, you will collaborate with Product, 
 Operations and Engineering to develop and implement solutions within Service 
 Now, advocate for solutions and best practices, and work to increase 
 productivity. You should possess hands-on experience with development and 
 customization of the Service Now Enterprise service management application.  
 A requirement for this position is the ability to take up challenges, adapt 
 to the business needs and stay focused on delivering results.
 
  
 
 Responsibilities:
 
 Configure and customize of all aspects of ServiceNow
 Develop with an understanding of implication of performance, security and 
 best practices for coding and code structure
 Consult with Enterprise Application colleagues and end users to propose 
 effective, process and solutions to increase and enhance productivity
 Use scripting tools and ServiceNow functionality to create scripts and 
 automate rote tasks being done in ServiceNow
 Perform technical validation and testing to ensure requirements are 
 satisfied with sample and live data
 Recommend improvements or changes to technical and functional designs where 
 appropriate
 Facilitate creation and testing of future state business processes and 
 script development
 Load, manipulate and maintain data between ServiceNow and other systems; 
 perform scheduled cloning operations
 Perform regular data audits and resolve identified issues
 Maintain and support ServiceNow operational functions
 Repair and recover from hardware or software failures; coordinate and 
 communicate with impacted user groups via the SNC Administrator
 Escalate to vendor and involve them in defect and incident resolution as 
 required
  
 
 Qualifications:
 
 Hands on experience of 5 or more years in developing and managing service 
 oriented applications such as ServiceNow
 Prior experience with the Discovery tool in SNC and strong knowledge of the 
 CMDB and Asset management modules
 Experience in JavaScript, Jelly Scripting, JQuery, Angular JS, Bootstrap, 
 HTML, Ajax, CSS
 Expertise in ServiceNow Scripting language
 Experience creating customer facing portals using Content Management Systems 
 in SNC
 Experience and/or knowledge about Orchestration
 Experience in Web technologies (Web Services, SOAP, XML, JSON, Ajax, HTML, 
 CSS)
 Knowledge of Active Directory/LDAP integration with Service Now
 ITIL v3 certification and implementation experience desired
  
 
 If you are available, qualified, and interested (or know someone who is), 
 please send your most recent resume and desired salary range to 
 anna.pet...@comcentric.com.
 
 Cheers,
 
  
 
 Anna Peters
 
 Technical Recruiter
 
 
 
  
 
 Comcentric Inc.
 
 10463 Park Meadows Drive #208
 
 Lone Tree, CO 80124
 
 image003.png
 
  
 
 _ARSlist: Where the Answers Are and have been for 20 years_
 
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Re: Now to the real post.... Right Answers

[Tauf Chowdhury]

I think the if necessary is for installations where Overlays have not yet 
been implemented. For example, they may have gone live without using overlays 
and done other customizations in base dev mode and that is how they are 
operating. 
If you're already using overlays and developing in BP mode, then you should use 
overlays if applicable. 

Sent from my iPhone

 On Jul 16, 2015, at 7:50 AM, Warren R. Baltimore II 
 warrenbaltim...@gmail.com wrote:
 
 **
 OKIn the hopes that any snickering has subsided from my last post
 
 I've been asked to perform the administrative tasks to install Right Answers 
 in our ITSM 7.6.04 installation.  One of the first items in the instructions 
 (Remedy Web Services Integration to RightAnswers Portals...The Basics) is to 
 make changes to the HPD:Help Desk form in Base Development mode - If 
 Neccesary.  
 
 Now this seems a bit counter-intuitive to me.  As I understand the whole 
 concept of Base Development v. Best Practice Customization, when making a 
 change to the base form without the use of overlays, then there is a better 
 then good chance that when I do an upgrade, I'm going to lose that change.
 
 Am I missing something?  I should be doing this on an overlay.  Correct?
 
 -- 
 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: Smart IT error

[Tauf Chowdhury]

Key in the same fields you are trying to pass in the Incident Interface_Create 
form and see if you're getting the error. If custom, it may be looking all the 
way down to Product Name or some other fields. 

Sent from my iPhone

 On Jul 10, 2015, at 3:54 PM, Saji Philip sphili...@gmail.com wrote:
 
 **
 Funny thing is, I did filter and active link logging and could not find this 
 error..
 
 
 On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:
 **
 That looks too much like a custom error message.  Do you have some custom 
 Filter that requires an Operational or Product Category for an Incident to 
 be submitted?  If not on HPD:Help Desk itself, maybe on the Interface_Create 
 form?
 
  
 
 Thanks,
 
  
 
 Shawn Pierson
 
 Remedy Developer | Energy Transfer
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
 Sent: Friday, July 10, 2015 2:47 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Smart IT error
 
  
 
 **
 
 Was just trying create a ticket..  From scratch and I am picking the 
 categories. 
 
  
 
 On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.com wrote:
 
 Just guessing here but do you have those fields populated via a template or 
 trying to use auto assignment?
 
 Sent from my iPhone
 
  On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote:
 
  **
  Hello ARListers,
 
  I am getting the following error whenever I try to create a ticket in 
  Smart IT.
 
  You must enter the Operational Categorization and Product 
  Categorization before submitting this request (ARERR 1213121)
 
  It is an AR System User error, so I cannot see it nay of the logs.  I am 
  thinking I am missing something in configurations...
 
  Any ideas?
  _ARSlist: Where the Answers Are and have been for 20 years_
 
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 please e-mail sender.
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Re: Smart IT error

[Tauf Chowdhury]

Just guessing here but do you have those fields populated via a template or 
trying to use auto assignment? 

Sent from my iPhone

 On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote:
 
 **
 Hello ARListers,
  
 I am getting the following error whenever I try to create a ticket in Smart 
 IT.
  
 You must enter the Operational Categorization and Product Categorization 
 before submitting this request (ARERR 1213121)
  
 It is an AR System User error, so I cannot see it nay of the logs.  I am 
 thinking I am missing something in configurations...
  
 Any ideas?
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Re: Tool to pull SRD data

[Tauf Chowdhury]

Carl Wilson has some cool stuff that may work for you. 

Sent from my iPhone

 On Jul 9, 2015, at 6:07 PM, Richter, Howard (CEI - Atlanta) 
 howard.rich...@coxinc.com wrote:
 
 **
 All,
  
 Does anyone know of a tool (that will run on 7.6.4 of SRM) that will map out 
 the flow of SRDs that are installed in the system?
  
 For example the name of the SRD, questions, and actions that are triggered?
  
 Thanks,
  
 Howard
  
  
 Howard Richter, Senior Remedy Administrator
 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
 Email = howard.rich...@coxinc.com
 Office = 678.645.4633, Cell = 404.226.2745
  
  
 
 Cox Innovation Agent (CIA)
 image003.pngimage004.pngimage005.png
 Submit your idea today for a chance to earn a badge and be entered into a 
 monthly drawing for a $10 gift card.
 Submit your idea: http://innovation.coxenterprises.com/ideas 
 View your badges: 
 http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
  
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Re: Getting duplicate survey mails for the Incidents when resolved/closed

[Tauf Chowdhury]

Lisa,
It's in the Incident Rules accessed via the App Admin Custom tab. 

Sent from my iPhone

 On Jul 7, 2015, at 8:35 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
 lisa.kemes@dla.mil wrote:
 
 I thought the only way to send a survey was through SRM, is there a way to 
 turn on surveys for tickets that get created through an incident?  (not 
 through SRM?).  I would love to know because I need to set that up.
 
 Lisa
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
 Sent: Tuesday, July 07, 2015 6:16 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Getting duplicate survey mails for the Incidents when 
 resolved/closed
 
 Do you create a service request automatically when creating an incident or 
 does the incident originate from SRM? If you have incident surveys turned on 
 as well as a survey on the SRD, that may be why you get 2 surveys. 
 Or... Are any other emails being duplicated? 
 
 Sent from my iPhone
 
 On Jul 7, 2015, at 4:10 AM, Abhishek Anand abhi.masc...@gmail.com wrote:
 
 Hi Team,
 
 
 
 We are getting duplicate survey mails for the Incidents when resolved/closed.
 
 
 
 We are in ITSM 8.1.01 version on win platform.
 
 
 
 Regards,
 
 Abhishek Anand
 
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Re: Getting duplicate survey mails for the Incidents when resolved/closed

[Tauf Chowdhury]

Do you create a service request automatically when creating an incident or does 
the incident originate from SRM? If you have incident surveys turned on as well 
as a survey on the SRD, that may be why you get 2 surveys. 
Or... Are any other emails being duplicated? 

Sent from my iPhone

 On Jul 7, 2015, at 4:10 AM, Abhishek Anand abhi.masc...@gmail.com wrote:
 
 Hi Team,
 
 
 
 We are getting duplicate survey mails for the Incidents when resolved/closed.
 
 
 
 We are in ITSM 8.1.01 version on win platform.
 
 
 
 Regards,
 
 Abhishek Anand
 
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Re: updating ITSM support tickets on mobile devices

[Tauf Chowdhury]

You should look at SmartIT. While it comes by default with 9.0, it is backwards 
compatible up to version 7.6.04 sp2(?). 
SmartIT supports mobile natively. 


Sent from my iPhone

 On Jun 22, 2015, at 9:28 AM, theReel tony.r...@bt.com wrote:
 
 Hi Guys,
 
 We currently have the ITSM 8.1 suite - could move to 9.0 later this year.  I 
 am looking at possible solutions to allow our on site engineers to pick up 
 and update their ITSM tickets while on the move i.e mobile devices.
 Looking at SRM and MyIT they seem to be more suitable for end users reporting 
 issues or managers getting an overview of the services rather than for 
 support personnel.   I have only ever used MyIT via the BMC Demo website.
 What does anyone else use to allow support staff to update tickets (i.e add 
 work info notes, reassign, add time, resolve) on mobile devices?
 
 Thanks
 T
 
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Re: People missing???

[Tauf Chowdhury]

As the User form is a core AR form? There's no out of box workflow to create a 
People record for it. However, if a People record is created, there is ITSM out 
of box workflow to create the people record. 
Perhaps you have some integration that is doing this?

Sent from my iPhone

 On Jun 19, 2015, at 8:17 AM, richard@bwc.state.oh.us 
 richard@bwc.state.oh.us wrote:
 
 **
 We are on a 7.6.04 system and are running into a very strange situation. If I 
 go into the System Admin screen and look under Applications/users
 the person has a record shown. However, if I go into IT Service 
 Mgt/people/view there is no listing shown for that person. It looks like 
 there are
 more records shown in the “people” screen than are shown in the system admin 
 “users” screen. Any thoughts? Thanks.
 Portions of this message may be confidential under an exemption to Ohio's 
 public records law or under a legal privilege. If you have received this 
 message in error or due to an unauthorized transmission or interception, 
 please delete all copies from your system without disclosing, copying, or 
 transmitting this message. Portions of this message may be confidential under 
 an exemption to Ohio's public records law or under a legal privilege. If you 
 have received this message in error or due to an unauthorized transmission or 
 interception, please delete all copies from your system without disclosing, 
 copying, or transmitting this message. _ARSlist: Where the Answers Are and 
 have been for 20 years_

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Re: CI Question

[Tauf Chowdhury]

Sandra,
If you wanted to capture the code changes or the scripts themselves as a CI, 
you could leverage the Document class within the CMDB and attach the scripts in 
the Work Info. Just need to build the business process around it. 

Sent from my iPhone

 On Jun 19, 2015, at 1:36 PM, Hennigan, Sandra, CTR, DSS 
 sandra.hennigan@dss.mil wrote:
 
 Thank you, Roger.
 
 
 Sandra
 
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
 Sent: Friday, June 19, 2015 1:21 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: CI Question
 
 **
 application would work for the CI, there is no code concept in the CMDB. The 
 Change with all the details including the Code changes will be related to the 
 Application CI.
 
 
 -Original Message-
 From: Hennigan, Sandra, CTR, DSS, CTR, DSS sandra.hennigan@dss.mil
 To: arslist arslist@ARSLIST.ORG
 Sent: Fri, Jun 19, 2015 12:38 pm
 Subject: CI Question
 
 
 All,
 
 My customer manages multiple programs which are hosted applications. The 
 developers are required to document changes - code, scripts, etc. The 
 customer 
 wants to create a CI for each hosted application, a CRQ for each change, a CI 
 to document to new code/script and relate the changes.
 
 The Hosted application will be added as a CI.
 Each  new code/script will be a CI.
 
 The question is, which CI form records the hosted application and which CI 
 form records the new script? Example: ITSM is a BMC_PRODUCT CI.
 
 There are several rabbit holes we can go down so, truly, your opinion based 
 on 
 experience is welcome.
 
 Thank you,
 
 Sandra
 
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Re: Create change request from SCCM script

[Tauf Chowdhury]

The only thing off the top of my head would be that you'd have to get back the 
change record and then push records to the appropriate Association forms in 
ITSM such as CHG:Association. You'll prob need The recon ID of the CI's too. If 
not, you'll need to build some workflow to look it up if all you know is the 
serial or host name. 

Sent from my iPhone

 On Jun 17, 2015, at 9:35 AM, Martinez, Marcelo A marc...@cpchem.com wrote:
 
 **
 Hello all,
  
 we are trying to automate the creation of monthly server patching thru a 
 script via SCCM. the script is working and the changes are getting created. 
 for this integration we used email to Remedy to form 
 CHG:ChangeInterface_Create.
  
 the issue we face is that only one CI can be passed to this form when the 
 change is created. we are trying to pass several hundred CIs all at one. 
 Using a template is not an option as the list of CIs may change from month to 
 month.
  
 I don’t see the workflow in Dev Studio to handle this.. just want to confirm. 
 also, what other options are there to explore? I've seen web services, but 
 that’s for the same form CHG:ChangeInterface_Create
  
 ARS/ITSM 8.1
  
  
 Thanks,
 Marcelo
  
 [Also posted on BMC Communities]
  
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Re: Does anyone know if you can buy BMC CMDB and asset managment, without ITSM?

[Tauf Chowdhury]

Howard,
Not sure 100% but I do know there are some companies out there who get sold on 
SNOW for ITSM but use BMC Atrium for the CMDB. Don't ask me why that makes 
sense financially but it is being done. I'm sure the sales teams try to work 
out a deal so they get at least some revenue without making the customer pay 
for the entire suite. Stranger things have happened though... 

Sent from my iPhone

 On Jun 2, 2015, at 10:20 AM, Richter, Howard (CEI - Atlanta) 
 howard.rich...@coxinc.com wrote:
 
 Good Morning, Afternoon, Evening All
 
 Does anyone know if you can buy BMC CMDB and asset managment, without ITSM?
 
 Thanks,
 
 Howard 
 
 Sent from my iPad
 
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Re: Remedy 7.6.04, Second ARServer added to servergroup without rank number

[Tauf Chowdhury]

I don't think it's a workaround. It's something you have to do. If you added 3 
more servers as an example, you'd have to go to the rankings form and select 
which one is ranked and for what functions. 

Sent from my iPhone

 On Apr 16, 2015, at 1:59 PM, Pamela Morales pmora...@grupocontext.com wrote:
 
 Hi, Thanks for your answer.
 
 I would like know if this kind of workaround to set the operation rank to the 
 second server could cause any issue later??
 
 
 Thansk for your feedback
 
 Pamela
 
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Re: Importance of HPD:Help Desk Assignment Log

[Tauf Chowdhury]

The form contains time segments spent on resolving an incident request. Some 
time records are triggered automatically but manual entry is done when a user 
clicks the Assignment Log(?) button on the Assignment area. Reports could be 
run on this form to see how much time was spent on incidents. 

Sent from my iPhone

 On Apr 9, 2015, at 6:41 AM, Madhu V madhu.pesronalandpriv...@gmail.com 
 wrote:
 
 Hi List,
 
 What is the importance of HPD:Help Desk Assignment Log form ?
 
 What are the things to be considered if we are going to archive the records 
 of this form?
 
 Regards
 Madhu
 
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Re: OT: RE:Any interest in a San Diego RUG meeting?

[Tauf Chowdhury]

You can always see if the SNOW HQ in San Diego has any space available :)

On Thu, Feb 26, 2015 at 9:14 AM, Jeff Lockemy jlock...@gmail.com wrote:

 **

 Good Morning,



 I received interest from someone that can coordinate and get a meeting
 scheduled.  If you are in San Diego have meeting space at your facility
 that you might be able to host the meeting, please email me off the list.



 Also, please visit the SDRUG website or LinkedIn group (below) to sign up
 as a member of the group to receive upcoming meeting information.



 http://www.sdrug.org

 https://www.linkedin.com/groups/San-Diego-Remedy-User-Group-162398



 Best regards,
 Jeff





 *From:* Jeff Lockemy [mailto:jlock...@gmail.com]
 *Sent:* Tuesday, February 24, 2015 8:15 AM
 *To:* 'arslist@ARSLIST.ORG'
 *Subject:* RE: Any interest in a San Diego RUG meeting?



 Good Morning,



 If anyone is interested in taking the lead and coordinating a SDRUG
 meeting, I will gladly share all of the information that I have from the
 past meetings.  It wasn’t hard, it just took a little bit of time and
 coordination.



 Cheers,

 Jeff







 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Rick
 Westbrock
 *Sent:* Monday, February 23, 2015 2:16 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Any interest in a San Diego RUG meeting?



 **

 Thanks Lee. I neglected to ask in my initial query what people might want
 to see on the agenda other than general networking with other local Remedy
 developers or administrators. I know in the past we used to have a vendor
 presentation and the open it up for general discussion. I also know there
 are quite a few locals who don’t post here much but might be reading so if
 anyone wants to respond directly to me off-list that is fine, too. Anyone
 within easy travel distance is welcome, it’s not intended to be exclusive
 to San Diegans.



 -Rick



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Lee
 Cullom
 *Sent:* Monday, February 23, 2015 5:47 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Any interest in a San Diego RUG meeting?



 **

 If you need a sponsor, let us know.  We have a new customer in the area
 that might be able to present if you’re in need.



 Sincerely,



 Lee



 *Lee Cullom | President |  Northcraft Analytics*

 *IT Metrics Specialist | Business Intelligence Applications for IT*

 *Direct - 678-438-7244 678-438-7244 | *
 *http://www.northcraftanalytics.com* http://www.northcraftanalytics.com/

 *Main - (678) 664-ITSM*

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 http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]
 http://www.linkedin.com/in/leecullom[image: Description: Description:
 http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]
 http://twitter.com/#!/NorthcraftIT

 What is Northcraft Analytics? Find out in 87 Seconds.
 http://www.youtube.com/watch?v=SRNyPNK_HJc





 THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS
 HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A
 CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND
 NORTHCRAFT ANALYTICS LLC (If such an agreement is in place).



 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Jason
 Miller
 *Sent:* Friday, February 20, 2015 5:49 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Any interest in a San Diego RUG meeting?



 **

 Yup, I am interested.



 Jason



 On Fri, Feb 20, 2015 at 8:24 AM, Rick Westbrock rwestbr...@24hourfit.com
 wrote:

 **

 It has been many years since I met other local Remedy developers (besides
 Jason Miller), is there any interest out there in an SDRUG meeting? I will
 have to check into whether I can use one of our meeting rooms to host at
 our Carlsbad office or not; since I don’t know anyone else is welcome to
 volunteer to host. If there is enough interest maybe we can get back to
 quarterly (or maybe semiannual) meetings to keep in touch.



 Cheers,

 Rick



 *_*


 *Rick Westbrock*AppOps Engineer | IT Department
 24 Hour Fitness USA, Inc.
 [image: email_sig]



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-- 


*Tauf Chowdhury*

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Re: Any interest in a San Diego RUG meeting?

[Tauf Chowdhury]

Well, the temp in NY today was 1... 
I'm down for a San Diego RUG. Just say when!

Sent from my iPhone

 On Feb 20, 2015, at 11:24 AM, Rick Westbrock rwestbr...@24hourfit.com wrote:
 
 **
 It has been many years since I met other local Remedy developers (besides 
 Jason Miller), is there any interest out there in an SDRUG meeting? I will 
 have to check into whether I can use one of our meeting rooms to host at our 
 Carlsbad office or not; since I don’t know anyone else is welcome to 
 volunteer to host. If there is enough interest maybe we can get back to 
 quarterly (or maybe semiannual) meetings to keep in touch.
  
 Cheers,
 Rick
  
 _
 Rick Westbrock
 AppOps Engineer | IT Department
 24 Hour Fitness USA, Inc.
 image001.jpg
  
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In remembrance - Ziad Naddaf

[Tauf Chowdhury]

All,
I received news yesterday that a fellow Remedy developer, Ziad Naddaf,
passed away on December 14, 2014. I only found out yesterday after his
brother replied from his email address after I sent a quick note to say
hello since I hadn't heard from him in a while. He sadly informed me that
Ziad passed away from what doctors suspect was a heart attack.
To those of you who know him, please just keep him and his family in your
thoughts.
Ziad was a mentor and a friend to me, and one of the most knowledgeable
people I knew when it came to Remedy dev. He gave me the confidence to go
out on my own as a consultant and start a business.
Thanks.

-- 


*Tauf Chowdhury*

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Re: Problem with ITSM Consoles

[Tauf Chowdhury]

Make sure the user has a default support group set and availability is set to 
Yes. Check this in the support group tab in the people form. 

Sent from my iPhone

 On Feb 12, 2015, at 4:56 PM, Danaceau, Chris chris.danac...@finra.org wrote:
 
 **
 Double check that the company permissions were properly applied to the user 
 record.  I just ran into that with a couple users.   The access company was 
 set on the People record but it did not translate to the User form.
  
 --
 Thank You,
  
 Chris Danaceau
 FINRA
 240-386-6728 (desk)
 301-367-8949 (cell)
 Remedy FAQ
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
 Sent: Thursday, February 12, 2015 8:36 AM
 To: arslist@ARSLIST.ORG
 Subject: Problem with ITSM Consoles
  
 **
 Hi All
 I am having a weird problem. Well weird at least for me!
 On the ITSM application when I open a console it opens but stays blank. The 
 user has all the permissions I could possibly give.
 I can submit for example an Incident or Change or modify assets, just the 
 Consoles stay blank. I have a suspicion it might be related to a plug-in but 
 don't know which one.
 Any help will be gratefully accepted.
 This is a test system and does not have a full server license.
  
 SQL server
 ARS 8.1
 ITSM 8.1
  
 
 
 Shafqat Ayaz
 
 
 
  
 _ARSlist: Where the Answers Are and have been for 20 years_
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Re: New Record in SYS:Notification Messages

[Tauf Chowdhury]

James,
It's probably simpler to just do a Notify action via workflow on submit on both 
the HPD and CHG WorkLog forms. 

Sent from my iPhone

 On Feb 4, 2015, at 4:32 PM, James Smith bmcremedyarslis...@gmail.com wrote:
 
 Hello,
 
 I have a requirement to send a custom notification whenever a work info entry 
 is added to the Incident or Change. Thinking to use SYS:Notification Messages 
 form for configuring notification.
 
 Has anybody ever done such kind of this? Share your thoughts if you have ever 
 come across with such requirement.
 
 Cheers,
 James
 
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Re: BMC Support / On Site Visits

[Tauf Chowdhury]

Brad,
Let's be honest. The BMC rep is a sales rep. They are in the business of 
selling you stuff, or getting you to think about buying stuff in the future. 
Their visits will coincide with your company's fiscal year, and their schedules 
are planned out in advance. 
Depending on the size of your organization and how much $$$ you have invested, 
you may receive more or less love. This is something that also differs from 
territory to territory for the sales team. This is the business in general and 
not just BMC. 
Now, if you are looking to connect with other customers and really get to know 
others in your situation so you don't feel alone in your upgrade, it would be 
a great idea for you to look into the BMC Customer Connect program. They have 
folks that will get an idea of what products you use and what you're trying to 
do and get you in touch with other customers in their network who are doing or 
have done similar things. They are like a BMC customer matchmaking service. 
Once they out you in contact, they take an objective view of the whole thing. 
I've CC'd 2 of the people from the program that I work with a lot and they are 
really helpful and can give you more info. 
Hope this helps dude! 
Just in case you don't see them in the CC, the BMC employees that I deal with 
are:
Kim Ellis and Beth McDaniel. 


Sent from my iPhone

 On Jan 16, 2015, at 4:42 AM, BradRemedy bradrem...@gmail.com wrote:
 
 **
 Hi
 
 I wanted to know how often do you guys, as customers, get to see your BMC 
 representatives? I am not talking about your support partner (although i am 
 interested also to know this) but your actual BMC representative?
 
 I was always under the impression that you should see them every few months, 
 and not a sales call to see what other products that can push over the fence, 
 but proper visits to find out how you are doing, what you are working on, any 
 concerns / questions, can they help or offer advice etc or just for a hay I 
 was in the area and thought I would stop in for some coffee with you.
 
 Lately I have become increasing frustrated with BMC Software. I have been 
 working on remedy for close to 15 years and before I joined a customer I was 
 a consultant for a support company that sold the remedy solution. I would 
 look after customers and would do monthly calls on them to see how they are 
 doing, what their plans are, how we could help etc etc - and from that I 
 earned their trust and built up a relationship with them that lead me to more 
 work etc.
 
 We are busy with our upgrade to ITSM 8 and are looking at using Smart IT etc 
 and sometimes we feel that we are alone in this upgrade. I rely alot on this 
 ARSList and the BMC Documentation site for the information I need and while i 
 don't mind doing the research it would be nice to feel like BMC are with us 
 on this - that they understand that if we get this upgrade and roll out of 
 ITSM and SmartIT done perfectly that they benefit as the company gains trust 
 from them which can potentially lead to more sales etc.
 
 So - how are you guys finding the overall support and assistance form BMC ? 
 Do you carry on by yourself or do you find that you also have to beg for some 
 tender loving care ?
 
 Cheers
 Brad
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Re: Process Designer

[Tauf Chowdhury]

Yeah.. When it was Abydos Process Designer and not BMC. :)

Sent from my iPhone

 On Jan 16, 2015, at 9:24 AM, Raj rajashekhar_hirem...@bmc.com wrote:
 
 **
 On a different note, is there anyone who actually had a good experience with 
 Remedy Process Designer?
 
  
 
 -Raj
 
 -rAJ
 
 View this message in context: RE: BMC Support / On Site Visits
 Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
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Re: Remedy 8.1 and Analytics 7.6.05

[Tauf Chowdhury]

It should work for the most part as long as your reports are not built using 
any of the classic view derived tables. Just make sure you're pointing to the 
base form to be safe. Your CMDB reports will need to be redone as all 
attributes are recorded on a separate table. 


Sent from my iPhone

 On Dec 16, 2014, at 4:05 AM, Marika René marika.r...@ikea.com wrote:
 
 **
 Hi
  
 I wonder if anyone out there has any experience running Analytics 7.6.05 
 against Remedy 8.1. I know that it is not supported in the compability matrix 
 but I wonder if the universe will still be valid although not having any of 
 the new features of Remedy.
  
 Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar / सादर 
 धन्यवाद
 Marika René
 IT Solution Analyst
 Box 803, 251 08 HELSINGBORG
 Rönnowsgatan 8, 252 25 HELSINGBORG
 SWEDEN
 * Email: marika.r...@ikea.com
 ( Office  : +46 - 42 - 26 49 43
 ( Mobile : +46 - 766 - 19 00 70
  
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Knowledge Management Search

[Tauf Chowdhury]

Ahh that is your issue. Searching for RKM articles outside of the console 
requires the FTS to be indexed. 
There are various docs on this as well as best practices. 
You'll need to enable it from the AR Server config. You'll need to take into 
other configs if you are running in a server group. 

Sent from my iPhone

 On Oct 31, 2014, at 10:26 AM, Mahmoud Mahdy-Mohamed, Vodafone Egypt 
 mahmoud.mahdy-moha...@vodafone.com wrote:
 
 **
 
 Yes I can see it in the console and it is already published, however I didn't 
 run FTS engine and I don't know from where I can run it.
 
 
 
 Sent from Samsung mobile
 
 Tauf Chowdhury taufc...@gmail.com wrote:
 **
 Can you see the article in the Knowledge Console? Is it Published? If so, 
 then it probably hasn't been indexed yet by your FTS engine. Are you running 
 FTS indexing? 
 
 On Thu, Oct 30, 2014 at 2:47 PM, Mahmoud Mahdy-Mohamed, Vodafone Egypt 
 mahmoud.mahdy-moha...@vodafone.com wrote:
 **
 Dears,
 
  
 
 I created a lot of knowledge articles and try to use “Knowledge Management 
 Search” either simple nor advanced search return value, I tried all options.
 
 Note:- I’m using version 7.6.04 SP4
 
  
 
 Thanks,
 
 Best Regards,
 
  
 
 Mahmoud Mahdy Mohammed,PMP | Business Process Automation 
 Technology | Products  Services Delivery
 Phone: +20(0)1004999638 
 Mail: mahmoud.mahdy-moha...@vodafone.com
 
  
 
 *
 
 The content of this document is classified as Vodafone Egypt S.A.E. 
 Confidential and Proprietary Information.
 
 The recipient hereby is committed to hold in strict confidence the contents 
 of this (e-mail, document, information) and not to disclose to any third 
 party without the prior written consent of Vodafone Egypt S.A.E. Recipient 
 will be held liable for any unauthorized disclosure.
 
 If you have received this message in error, please notify the sender by 
 return e-mail and delete the message in its entirety, including any 
 attachments.
 
 http://www.vodafone.com.eg
 
 *
 
 _ARSlist: Where the Answers Are and have been for 20 years_
 
 
 
 -- 
 Tauf Chowdhury
 
 _ARSlist: Where the Answers Are and have been for 20 years_
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Re: Knowledge Management Search

[Tauf Chowdhury]

Can you see the article in the Knowledge Console? Is it Published? If so,
then it probably hasn't been indexed yet by your FTS engine. Are you
running FTS indexing?

On Thu, Oct 30, 2014 at 2:47 PM, Mahmoud Mahdy-Mohamed, Vodafone Egypt 
mahmoud.mahdy-moha...@vodafone.com wrote:

 **

 Dears,



 I created a lot of knowledge articles and try to use “Knowledge Management
 Search” either simple nor advanced search return value, I tried all options.

 Note:- I’m using version 7.6.04 SP4



 *Thanks,*

 *Best Regards,*



 *Mahmoud Mahdy Mohammed,PMP* | Business Process Automation
 *Technology | Products  Services Delivery*
 *Phone:* +20(0)1004999638
 * Mail:* *mahmoud.mahdy-moha...@vodafone.com
 mohamed.abdel-haf...@vodafone.com*




 *

 The content of this document is classified as Vodafone Egypt S.A.E.
 Confidential and Proprietary Information.

 The recipient hereby is committed to hold in strict confidence the
 contents of this (e-mail, document, information) and not to disclose to any
 third party without the prior written consent of Vodafone Egypt S.A.E.
 Recipient will be held liable for any unauthorized disclosure.

 If you have received this message in error, please notify the sender by
 return e-mail and delete the message in its entirety, including any
 attachments.

 http://www.vodafone.com.eg


 *

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




-- 


*Tauf Chowdhury*

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Re: ENGAGE 2014 Commentary

[Tauf Chowdhury]

Wait until I start streaming Netflix

Sent from my iPhone

 On Oct 14, 2014, at 8:40 AM, Blairing d...@blairing.com wrote:
 
 The BMC Engae 2014 wifi network works from the Keynote room. 
 
 65+ mb download, 18+ mb download. That's better than my house :-)
 
 Industry analysts, innovation award finalists, seating in front of the room. 
 Were sitting in the back to se can heckle if necessary. Every chair has a 
 little BNC teddy bear. For comfort?
 
 Doug
 
 --
 Doug Blair
 +1 224-558-5462
 
 Sent from my iPad Air
 Auto-corrected typos, misspellings and non-sequiturs are gratefully 
 attributed to Steve Jobs :-)
 
 On Oct 13, 2014, at 10:44 AM, Shellman, David dave.shell...@te.com wrote:
 
 Thanksgiving in Canada.   Some companies in the US actually observe a 
 Columbus Day holiday.  Not sure about holidays in the rest of the world.
 
 And a number of folks heading to or are in Florida for Engage.
 
 Dave
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
 Sent: Monday, October 13, 2014 10:34 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ENGAGE 2014 Commentsry
 
 Quiet day at the RUG? Or is it just a delay on the list emails this Monday?
 
 Cheers
 
 Joe
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
 Sent: Monday, October 13, 2014 10:27 AM
 To: arslist@ARSLIST.ORG
 Subject: ENGAGE 2014 Commentsry
 
 Hello ARSLIST!
 
 Please post to this thread if you are at the BMC Engage 2014 conference and
 would like to share your observations with the lust readers damn it Siri
 that's list readers (well most of them) who are not able to attend. 
 
 Props, kudos, booboos, oops, wild rants and applause are all appropriate
 here, as well as your descriptions of the conference and the Disney World
 experience just a short boat it bus from here. 
 
 Also note there are lots of other social media connections to the BMC
 streams available. Facebook, Twitter, Linked-In, the conference web pages
 and the BMC Engage app for smartphones all have ways to get official
 information and exchange messages. 
 
 Talk soon! 
 
 Doug
 
 --
 Doug Blair
 +1 224-558-5462
 
 Sent from my iPhone6+
 Auto-corrected typos, misspellings and non-sequiturs are gratefully
 attributed to Steve Jobs :-)
 
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Re: Looking 3 +yrs exp - Permanent Remedy Developer - NC

[Tauf Chowdhury]

So you're looking for a 2 star person? Or are you looking for a permanent gig? 
Confused!

Sent from my iPhone

 On Oct 13, 2014, at 2:28 PM, Vishal Navale vishal...@gmail.com wrote:
 
 **
 
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Re: OT: Engage Early Arrivals?

[Tauf Chowdhury]

Maybe cheaper to just rent a car and return it at the hotel. I think there's a 
National on site! 

Sent from my iPhone

 On Oct 11, 2014, at 4:50 PM, Misi Mladoniczky m...@rrr.se wrote:
 
 ** I took a taxi yesterday for $63. It was a big van to accomodate all my 
 luggage...
 /Misi from my Android
 
 On October 11, 2014 4:42:45 PM EDT, Doug Blair d...@blairing.com wrote:
 **
 On the ground in Orlando!  I left the house this morning with frost on the 
 lawn and could see my breath. It's a little warmer here ;-)
 
 If you have not made transit arrangements from the airport try the Mears 
 shuttle service. $36 for round trip in a van. They also offer chauffeured 
 limos and SUVs for about $85, accommodating 4-8 people. Their desk is on 
 level 1 downstairs from baggage claim, departures every 30 minutes. 
 
 The much advertised Disney Magical Express service does NOT go to Swan and 
 Dolphin. 
 
 Got your ears on yet?
 
 
 Doug
 
 --
 Doug Blair
 +1 224-558-5462
 
 Sent from my iPhone6+
 Auto-corrected typos, misspellings and non-sequiturs are gratefully 
 attributed to Steve Jobs :-)
 
 On Oct 11, 2014, at 7:59 AM, Tales Parreiras da Silva 
 gru...@talesparreiras.com.br wrote:
 
 **
 Hi, I’ll be there by Sunday 1PM.
 
 -- 
 Tales Parreiras da Silva
 Sent with Airmail
 
 Em 10 de outubro de 2014 at 19:52:49, laurent matheo (lm...@me.com) 
 escreveu:
 
 **
 The French will arrive Saturday near 6PM :)
 
 On 10 Oct, 2014,at 11:17 PM, Misi Mladoniczky m...@rrr.se wrote:
 
 Hi,
 
 
 
 I will get the hotel in few hours.
 
 
 
 Any other early arrivals that would like some company on Saturday
 or Sunday?
 
 
 
 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.
 
 
 
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 years
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Re: OT: Engage Early Arrivals?

[Tauf Chowdhury]

Hey leave some for me. I get in tomorrow around 3ish!

Sent from my iPhone

 On Oct 11, 2014, at 10:12 PM, Misi Mladoniczky m...@rrr.se wrote:
 
 Ooops, did that last email get sent???
 
 In any event, I left all my Midi-interfaces in Sweden. They are attached to my
 collection of Atari ST computers. I used to connect them to my fathers DX-7
 :-)
 
 Doug only drank Anchor Steam Lagers. I found a very nice beer, but it seems
 impossible to remember its name. It had something to do with wicker baskets
 mixed with squash... Can you help me out Doug?
 
Best Regards - Misi, RRR AB, http://rrr.se
 
 Cool, are you using Midi to transfer the music you are hearing or to create
 it?
 
 
 
 Misi, how do you feel as a Midi?
 
 
 
 Sounds like they serve Guinness (Doug Blair’s favorite for anyone like me
 that owes him at least one pint). LOL
 
 
 
 I suggest someone should create a gathering at the bar Sunday after 9 or
 Monday evening?
 
 
 
 Cheers and looking forward to seeing everyone Monday night or sooner!
 
 
 
 Dan
 
 JAA@Engage soon
 
 
 
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
 Sent: October 11, 2014 6:46 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: OT: Engage Early Arrivals?
 
 
 
 **
 
 Midi and I are in the bar area of the BluZoo
 
 
 
 Doug
 
 
 
 --
 
 Doug Blair
 
 +1 224-558-5462
 
 
 
 Sent from my iPhone6+
 
 Auto-corrected typos, misspellings and non-sequiturs are gratefully 
 attributed
 to Steve Jobs :-)
 
 
 On Oct 11, 2014, at 4:54 PM, Tauf Chowdhury taufc...@gmail.com
 mailto:taufc...@gmail.com  wrote:
 
 **
 
 Maybe cheaper to just rent a car and return it at the hotel. I think there's 
 a
 National on site!
 
 Sent from my iPhone
 
 
 On Oct 11, 2014, at 4:50 PM, Misi Mladoniczky m...@rrr.se 
 mailto:m...@rrr.se
 wrote:
 
 ** I took a taxi yesterday for $63. It was a big van to accomodate all my
 luggage...
 /Misi from my Android
 
 On October 11, 2014 4:42:45 PM EDT, Doug Blair d...@blairing.com
 mailto:d...@blairing.com  wrote:
 
 **
 
 On the ground in Orlando!  I left the house this morning with frost on the
 lawn and could see my breath. It's a little warmer here ;-)
 
 
 
 
 
 If you have not made transit arrangements from the airport try the Mears
 shuttle service. $36 for round trip in a van. They also offer chauffeured
 limos and SUVs for about $85, accommodating 4-8 people. Their desk is on 
 level
 1 downstairs from baggage claim, departures every 30 minutes.
 
 
 
 
 
 The much advertised Disney Magical Express service does NOT go to Swan and
 Dolphin.
 
 
 
 
 
 Got your ears on yet?
 
 
 
 
 
 Doug
 
 
 
 --
 
 Doug Blair
 
 +1 224-558-5462
 
 
 
 Sent from my iPhone6+
 
 Auto-corrected typos, misspellings and non-sequiturs are gratefully 
 attributed
 to Steve Jobs :-)
 
 
 On Oct 11, 2014, at 7:59 AM, Tales Parreiras da Silva
 gru...@talesparreiras.com.br mailto:gru...@talesparreiras.com.br  wrote:
 
 **
 
 Hi, I’ll be there by Sunday 1PM.
 
 
 
 --
 Tales Parreiras da Silva
 Sent with Airmail
 
 
 
 Em 10 de outubro de 2014 at 19:52:49, laurent matheo (lm...@me.com
 mailto:lm...@me.com ) escreveu:
 
 **
 
 The French will arrive Saturday near 6PM :)
 
 On 10 Oct, 2014,at 11:17 PM, Misi Mladoniczky m...@rrr.se 
 mailto:m...@rrr.se
 wrote:
 
 Hi,
 
 I will get the hotel in few hours.
 
 Any other early arrivals that would like some company on Saturday or Sunday?
 
 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.
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 http://www.arslist.org
 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_
 
 _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_
 
 _ARSlist: Where the Answers Are and have been for 20 years_
 
 
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OT: BMC Engage

[Tauf Chowdhury]

Completely off topic, but I get in Sunday at 2:30p.
I'll have my tennis racquet with me so if anyone wants to play, please let
me know!
I'm ranked a 4.5 in USTA for those of you who are serious players.. but I
wouldn't mind just hitting around for a good workout during the week!
See you guys next week!

-- 


*Tauf Chowdhury*

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Re: BMC Software has Rebranded

[Tauf Chowdhury]

Did employees have to sign a document requiring them to like the branding on 
social media?

Sent from my iPhone

 On Oct 7, 2014, at 10:06 AM, Carin Grobler remedy...@gmail.com wrote:
 
 **
 I love it 
 
 On Tue, Oct 7, 2014 at 8:16 AM, Patrick Zandi remedy...@gmail.com wrote:
 **
 Sorry guys it might just be me.. I am on firefox beta 33
 
 On Tue, Oct 7, 2014 at 9:11 AM, Patrick Zandi remedy...@gmail.com wrote:
 Go the the front BMC webpage, and select products : then hold your mouse 
 pointer over the top banner area... 
 It goes crazy... 
 Jumping in and out of focus
 
 On Tue, Oct 7, 2014 at 8:55 AM, Patrick Zandi remedy...@gmail.com wrote:
 no they are prettier
 
 On Tue, Oct 7, 2014 at 8:53 AM, Patrick Zandi remedy...@gmail.com wrote:
 Oh wait!  are they owned by  dunder mifflin now
 signed: the office
 
 On Tue, Oct 7, 2014 at 8:39 AM, Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:
 This must be why bmc.com/support was down all of yesterday.
 
 Yeah, I preferred the prior color scheme.  For some reasons the new 
 design of their site makes me think it's what the Cleveland Browns would 
 do with a generic Wordpress template if hired to make an site for Dunder 
 Mifflin Paper Company.  The logo says V or W more than B and looks 
 like a bad guy from a late 1970's arcade game.
 
 That being said, I don't really care about such things as long as their 
 software does what we need, I just think BMC is going through too much 
 effort to appear to be a trendy new startup rather than the ITSM market 
 leader.
 
 Thanks,
 
 Shawn Pierson
 Remedy Developer | Energy Transfer
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
 Sent: Tuesday, October 07, 2014 7:24 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Software has Rebranded
 
 Not sure I care about the new logo and the new colour scheme.
 
 Joe
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
 Sent: Tuesday, October 07, 2014 8:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Software has Rebranded
 
 Hideous
 
 Sent from my iPhone
 
  On Oct 7, 2014, at 6:55 AM, Jeff Lockemy jlock...@gmail.com wrote:
 
  Good Morning,
 
  BMC Software is rebranding and is now just BMC, with a new logo and
  color scheme.  Check out their new website.  I know they are doing
  some restructuring and refocusing within their product lines too.  I
  am sure
 more
  news will follow.
 
  Cheers,
  Jeff
 
 
 
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  bmc.jpg
 
 
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 Private and confidential as detailed here: 
 http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot 
 access the link, please e-mail sender.
 
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 Where the Answers Are, and have been for 20 years
 
 
 
 -- 
 Patrick Zandi
 
 
 
 -- 
 Patrick Zandi
 
 
 
 -- 
 Patrick Zandi
 
 
 
 -- 
 Patrick Zandi
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Re: BMC Software has Rebranded

[Tauf Chowdhury]

That would be the Suzanne Sommers Thighmaster!! 

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Sent from my iPhone

 On Oct 7, 2014, at 11:17 AM, Grooms, Frederick W frederick.w.gro...@xo.com 
 wrote:
 
 That's ok ... One of the developers here said it looks like one of those 
 thigh exercise devices.
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
 Sent: Tuesday, October 07, 2014 7:41 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Software has Rebranded
 
 You got to say its different
 
 Hbr
 
 Sent from my iPhone 5
 
 On Oct 7, 2014, at 8:24 AM, Joe D'Souza jdso...@shyle.net wrote:
 
 Not sure I care about the new logo and the new colour scheme.
 
 Joe
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Pat Zandi
 Sent: Tuesday, October 07, 2014 8:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC Software has Rebranded
 
 Hideous 
 
 Sent from my iPhone
 
 On Oct 7, 2014, at 6:55 AM, Jeff Lockemy jlock...@gmail.com wrote:
 
 Good Morning,
 
 BMC Software is rebranding and is now just BMC, with a new logo and color
 scheme.  Check out their new website.  I know they are doing some
 restructuring and refocusing within their product lines too.  I am sure
 more
 news will follow.
 
 Cheers,
 Jeff
 
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Re: Customer Interface

[Tauf Chowdhury]

SRM in the latest releases has come a long way and is a good tool for the end 
users as long as someone competent configures it and shows some restraint when 
it comes to customization. From what I hear, MyIT will/can replace the front 
end GUI of SRM in the future. So backend, SRM, front end, MyIT. 

Sent from my iPhone

 On Oct 6, 2014, at 1:03 PM, Terri Lockwood teresa.lockw...@sungard.com 
 wrote:
 
 **
 Taking a poll: 
  
 What do you use as an interface with customers, and do you like/recommend it?
  
 BMC Service Request Management
 Kinetic Request
 Home grown App/Customized Requester form
 Another Vendor tool
  
 ~~~
 Terri
  
 ARS 7.6.04
 ITSM 7.6.03
 SRM 7.6.03
 Midtier 7.6.04
 Windows 2008
 MS SQL 2008 R2 SP2
  
  
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: The selected change manager is invalid - ARERR #1441146

[Tauf Chowdhury]

What are you passing for the CAB Manager? I recall at some point, you either 
need to pass the login ID or the full name. 
When you test through the web interface, you're going directly to the 
Chg:Infrastructure Change form. When you're using the integration, it's most 
likely passing data to the CHG:ChangeInterface_Create form. You should navigate 
to that form and try to input your values directly there. You will most likely 
run into the same error. 

Sent from my iPhone

 On Sep 27, 2014, at 6:09 PM, Tim Lank timl...@timlank.com wrote:
 
 **
 1. OS (operating system) version (RHEL 5.8 32-bit)
 2. Perl version (output from perl -v) (This is perl, v5.8.8 built for 
 i386-linux-thread-multi)
 3. ARSystem version you are connecting to (7.6.04)
 4. API version you compiled against (764sp1)
 5. ARSperl version (1.93)
 
 when running the script below, I get the following error output string.  The 
 Change Manager - Ben Johnson and all of the values below work fine to create 
 a CRQ through the Web User Interface.
  
 [ERROR]  (The selected change manager is invalid. Reselect the change manager 
 using the menu provided, then reapply. If no change manager is available 
 using the menu, notify your administrator.) (ARERR #1441146) at 
 ./testcreate.pl line 95.
 
 thank you in advance for any assistance.
 
 #!/usr/bin/perl
 
 use ARS;
 use Term::ReadPassword;
 use Term::ReadLine;
 use DBI;
 
 $server = remedy.example.com;
 $port = 10005;
 
 $term = new Term::ReadLine 'ProgramName';
 $term-ornaments(0);
 $login = $term-readline('username: ');
 $passwd = read_password('password: ');
 
 # login to the ARServer
 ($ctrl = ars_Login($server, $login, $passwd, , , $port)) || die Can't 
 login to the server: $ars_errstr\n;
 
 $schema = CHG:ChangeInterface_Create;
 
 $id1 = 100341;   # Support Group Name2
 $id2 = 10;   # Description
 $id3 = 100568;   # Change Timing
 $id4 = 100163;   # Impact
 $id5 = 100162;   # Urgency
 $id6 = 100180;   # Risk Level
 # $id7 = 103264;  # Approval Status
 $id8 = 100015;   # Support Group Name
 $id9 = 100182;   # Infrastructure Change ID
 $id10 = 100082;  # Company
 $id11 = 100019;  # First Name
 $id12 = 100018;  # Last Name
 $id13 = 11;  # Location Company
 $id14 = 100063;  # Categorization Tier 1
 $id15 = 100064;  # Categorization Tier 2
 $id16 = 100065;  # Categorization Tier 3
 $id17 = 101270;  # Product Cat Tier 1
 $id18 = 101271;  # Product Cat Tier 2
 $id19 = 101272;  # Product Cat Tier 3
 $id20 = 102268;  # Product Name (2)
 $id21 = 103229;  # ASGRP
 $id22 = 103230;  # ASCHG
 $id23 = 100403;  # CAB Manager ( Change Co-ord )
 $id24 = 103234;  # ASGRPID
 $id25 = 100079;  # Support Group ID
 $id26 = 100427;  # Support Group ID 2
 $id27 = 100010;  # Organization
 $id28 = 100014;  # Support Organization
 $id29 = 100251;  # Company3
 $id30 = 301581400;   # TemplateID
 $id31 = 103227;  # ASORG
 $id32 = 103228;  # ASCPY
 $id33 = 100076;  # z1D_Action
 $id34 = 100181;  # Change Type
 $val1 = SE Services;
 $val2 = this is a test script-created CRQ;
 $val3 = 6000;
 $val4 = 4000;
 $val5 = 4000;
 $val6 = 0;
 # $val7 = 0;
 $val8 = SE SVCS;
 $val9 = CRQ0111;
 $val10 = SVC Desk;
 $val11 = William;
 $val12 = Smith;
 $val13 = SVC Desk;
 $val14 = Non-Production;
 $val15 = Build;
 $val16 = Server: RH;
 $val17 = EIP;
 $val18 = ITFACPRG;
 $val19 = SRV;
 $val20 = SRV HW;
 $val21 = SE SVCS;
 $val22 = John Smith;
 $val23 = Ben Johnson;
 $val24 = SGP0205;
 $val25 = SGP0205;
 $val26 = SGP0205;
 $val27 = CIO;
 $val28 = ENG;
 $val29 = SVC Desk;
 $val30 = ID001a4a709742_7bXUwcOfKlQgnte;
 $val31 = ENG;
 $val32 = SVC Desk;
 $val33 = CREATE;
 $val34 = 2000;
 
 
 ($entry_id = ars_CreateEntry($ctrl, $schema, $id1, $val1, $id2, $val2, $id3, 
 $val3, $id4, $val4, $id5, $val5, $id6, $val6, $id8, $val8, $id9, $val9, 
 $id10, $val10, $id11, $val11, $id12, $val12, $id13, $val13, $id14, $val14, 
 $id15, $val15, $id16, $val16, $id17, $val17, $id18, $val18, $id19, $val19, 
 $id20, $val20, $id21, $val21, $id22, $val22, $id23, $val23, $id27, $val27, 
 $id28, $val28, $id29, $val29, $id30, $val30, $id31, $val31, $id32, $val32, 
 $id33, $val33, $id34, $val34)) || die $ars_errstr;
 
 
 print Entry ID:  $entry_id\n;
 
 ars_Logoff($ctrl);
 _ARSlist: Where the Answers Are and have been for 20 years_

Re: Remedy dates

[Tauf Chowdhury]

Tim,
I'm not sure what you would do to translate in ARSPerl, but I can tell you that 
the date/time in Remedy is stored in Unix epoch time in number of seconds since 
1/1/1970. 


Sent from my iPhone

 On Sep 27, 2014, at 8:40 PM, Tim Lank timl...@timlank.com wrote:
 
 1. OS (operating system) version (RHEL 5.8 32-bit)
 2. Perl version (output from perl -v) (This is perl, v5.8.8 built for 
 i386-linux-thread-multi)
 3. ARSystem version you are connecting to (7.6.04)
 4. API version you compiled against (764sp1)
 5. ARSperl version (1.93)
 
 I see dates for various fields that look something like this:  '1411859293'
 
 How would I interpret this in Human Readable format?
 
 How do I take Human Readable format and convert it via ARSperl into what 
 Remedy uses?
 
 thanks in advance to any and all help.
 
 -Tim
 
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Re: Deactivation of Knowledge Articles

[Tauf Chowdhury]

Which version? If 7.6.x and greater, and you can qualify those articles
somehow, you should be able to run an escalation on the KAM:Knowledge
Article Manager form.

On Wed, Sep 24, 2014 at 1:33 PM, Nyall MCCAVITT nmccav...@aubay.com wrote:

 **
 Hi,

  Does anyone know of a method to deactivate many Knowledge Articles in
 one go? I have about 3000 articles to make so that they are no longer
 visible in a search.

  Thanks in advance.

  Nyall

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 Standard : +33 (0)1 46 10 67 67
 Direct : +33 (0)1 46 09 55 19
 Mobile: +33 (0) 6 64 85 96 23
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Re: How to add the Knowledge Articles in the overview console table list.....?

[Tauf Chowdhury]

Abhishek,
Go ahead and follow the directions listed here in the BMC doc for extending
the Overview Console:
https://docs.bmc.com/docs/display/public/itsm81/Extending+the+Overview+console

On Wed, Sep 24, 2014 at 5:31 AM, Abhishek Anand abhi.masc...@gmail.com
wrote:

 Hi Expert,

 We have a requirement to view the KA’s in the overview console as it is
 working for the IM,PM,CM requests etc….
 Any idea on it as how to proceed ahead will be highly appreciated.

 ITSM Version – 8.1.01

 Regards,
 Abhishek A


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Re: Deactivation of Knowledge Articles

[Tauf Chowdhury]

You could probably set the article status to Retired.. unless you are
looking to forcefully delete the records? I haven't done this so purely
hypothetical.

On Wed, Sep 24, 2014 at 1:57 PM, Nyall MCCAVITT nmccav...@aubay.com wrote:

 **
 Hi Tauf,

  We are using v7.6.04. We can identify the relevant articles. What would
 the escalation be setting?

  Thanks.

  Nyall

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  [image: Description :
 C:\Users\vcozette\AppData\Roaming\Microsoft\Signatures\aubay.gif]


  13, rue Louis Pasteur - 92513 Boulogne Billancourt cedex
 Standard : +33 (0)1 46 10 67 67
 Direct : +33 (0)1 46 09 55 19
 Mobile: +33 (0) 6 64 85 96 23
 www.aubay.com
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 *From:* Action Request System discussion list(ARSList) [
 arslist@ARSLIST.ORG] on behalf of Tauf Chowdhury [taufc...@gmail.com]
 *Sent:* 24 September 2014 19:44
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Deactivation of Knowledge Articles

  **
 Which version? If 7.6.x and greater, and you can qualify those articles
 somehow, you should be able to run an escalation on the KAM:Knowledge
 Article Manager form.

 On Wed, Sep 24, 2014 at 1:33 PM, Nyall MCCAVITT nmccav...@aubay.com
 wrote:

 **
 Hi,

  Does anyone know of a method to deactivate many Knowledge Articles in
 one go? I have about 3000 articles to make so that they are no longer
 visible in a search.

  Thanks in advance.

  Nyall

  --
  [image: Description :
 C:\Users\vcozette\AppData\Roaming\Microsoft\Signatures\aubay.gif]


  13, rue Louis Pasteur - 92513 Boulogne Billancourt cedex
 Standard : +33 (0)1 46 10 67 67
 Direct : +33 (0)1 46 09 55 19
 Mobile: +33 (0) 6 64 85 96 23
 www.aubay.com
_ARSlist: Where the Answers Are and have been for 20 years_




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Re: Auto Generate an Incident

[Tauf Chowdhury]

If you concurrently run a filter log, do you see any filters kicking off on
the HPD:IncidentInterface_create and then erroring out?
It looks like no records were recognized at run-time.

On Mon, Sep 22, 2014 at 11:49 AM, Hennigan, Sandra 
sandra.henni...@usdoj.gov wrote:

 **

 I really hope that someone can assist!



 Environment:

 ARS 8.1

 ITSM 8.1

 Oracle db

 Mid-Tier 8.1.01 SP1

 Atrium SSO



 Goal: By calendar date/time, auto generate a new Incident.



 A Staging form was created in order to stage the data needed on the
 Incident form. A new record is added to the Staging form for each specific
 type of ticket to auto generate an Incident. After review of the record,
 the Status is set to “Send”. An Escalation runs on the 1st of the month
 to Push Fields from the Staging form to the HPD:IncidentInterface_Create
 form on records where $Status__c$ = Send (on Staging form).



 Works great in Test – Incident submitted; no errors, no issues. Packing
 List created with Form  Escalation. Packing List exported/imported; Form 
 Escalation added to Production.



 Production: Record in Staging form manually added. Escalation is run on
 demand. Logging entry:



 ESCL TID: 003412 RPC ID: 125150 Queue: Escalation
 Client-RPC: 390603USER: AR_ESCALATOR (Pool 1)
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:36.8830 */Checking
 ITM:GenerateMaintenanceINC (enabled) : going to fire in 762024 seconds on
 ITM:Staging_GenerateIncident

 ESCL TID: 003412 RPC ID: 125150 Queue: Escalation
 Client-RPC: 390603USER: AR_ESCALATOR (Pool 1)
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:36.8830 */Stop
 escalation processing

 ESCL TID: 003412 RPC ID: 125150 Queue: Escalation
 Client-RPC: 390603USER: AR_ESCALATOR (Pool 1)
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:36.8830 */Set new
 firetime of 24 seconds

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:38.9600 */Start
 escalation processing -- Operation

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:38.9600 */Checking
 ITM:GenerateMaintenanceINC : running on demand on
 ITM:Staging_GenerateIncident

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1 -- Passed -- perform actions

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1   CIS0001

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1  0: Push Fields

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:38.9700
 */ITM:GenerateMaintenanceINC completed on ITM:Staging_GenerateIncident
 (Elapsed time: 0.0100 seconds)

 ESCL TID: 006540 RPC ID: 0002650043 Queue: Admin 
 Client-RPC: 390600USER: AR_ESCALATOR
  Overlay-Group: 1  /* Mon Sep 22 2014 09:21:38.9700 */Stop
 escalation processing



 No HPD:IncidentInterface_Create is submitted.



 I even added a Notify action to email me when the Escalation fires; email
 received. No arerror.log entry. The plan is to have the Escalation run
 during non-business hours. Testing has been done over the weekend during
 non-business hours. It doesn’t matter if I use Interval, set the Date/Time
 or select Run now on the Escalation - No HPD:IncidentInterface_Create is
 submitted.



 Any suggestions?



 Thank you,



 Sandra Hennigan

 Remedy Developer


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