Title: Message
**
I've run through it a couple of times
already and here's what I would suggest.
Do a fresh install, and leave all of the
data you can on the old database, which should be set aside for reporting.
It's ok to move over some of the things like the configuration
Title: Message
**
This
one is pretty easy. First, add the following somewhere towards the
beginning of the login.jsp file:
% String domUser =
request.getRemoteUser(); if
(domUser.startsWith("DOMAIN\\")){
domUser = domUser.substring(7); } if
Title: Message
**
Alvaro,
I
don't know if this is specifically what you are looking to do, but if you have
an attachment field with an image in it, you can perform a Set Fields action in
an Active Link to set the View Field. I'm not sure if that's the best way
for what
Title: Home Page issues
**
I have an overzealous coworker who messed up the 7.0 Home Page form and I'd like to restore it. However, being that he didn't warn me that he was going to do this, I don't have a new backup yet.
I would appreciate it if someone could send me a
**
Hello folks,
This is going to be the first year I've been able
to go to a RUG/BMC Userworld, and I have some questions. I didn't register
for myself so I don't know if there is a more complete agenda than what is
available on their site. As a result of a lack of information I have a
I upgraded to Asset 6.0 from a really old version (I believe
4-something) and use the CMDB, but it was a major adjustment. The users
were not happy with the new complexity in the system because they can't
just open a form and get all assets in it if they want. It took some
time to adjust.
Out of curiosity, why are you not doing this with a set fields (or push
fields) on a filter or active link?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Koyb P. Liabt
Sent: Thursday, September 07, 2006 12:04 PM
To:
I know a couple of BMC employees, and none of them have expressed any
concern of their jobs being in danger, so I don't know that what you are
saying is accurate.
Additionally, I know that BMC does have offices in Pune comprised of BMC
employees, so it would not be outsourcing, but rather a form
My technique is not only to use ARSList and bounce it off of other people I
know off-list, but to involve our BMC sales rep too. The sales guys may not be
able to answer the technical question, but they care a lot about customer
service and make sure that the right people get involved.
Lars,
It has been a few years since I've worked with Openview, but I have to say that
replacing ARS with Openview makes as much sense as replacing your car with
boat. They are two completely different tools for different tasks. Openview
is for system monitoring, ARS is a development
The only ones that I am aware of having such an agreement for are the
ones from the executive conference.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Thursday, September 14, 2006 9:03 AM
To:
I thought about doing this in the past for a custom application. I
wanted to be able to pull people information from Active Directory, then
create another table to store users that will not be in Active
Directory. Unfortunately, since you can not make a Join Form against a
Vendor Form, there
There's technically three possibilities from this:
1) One physical server with multiple instances of Remedy running on it,
connecting to multiple databases.
2) One physical server with multiple instances of Remedy running on it,
connecting to a single database.
3) Multiple physical servers
I've never done it on Windows so I'm not sure of the specifics but
basically you do set it up by installing the files in different
locations. What I don't know how you would do in Windows would be to
get the Services working correctly.
As far as multiple database are concerned, you could
I agree with Cary's previous email, but want to add that you can also
set up row level locking in Remedy to help partition your data. This is
done by creating different groups that each client company belongs to
and removing all the customer's permissions to the case id/request id
and adding
Title: Message
**
I'm in
the process of setting this up at my company. All we are doing is setting
up two databases, with log shipping from the production environment to the DR
environment, and two Remedy servers. In the event of a DR situation, we
redirect the users (who access ARS via the
Bob,
You should never use the login as the unique id anyway, so it's good
that you are looking into other fields. The reason you should never use
the samAccountName or any other field containing an aspect of the name
is because of marriage and divorce. When people's names change, you
want to be
I think Kelly is looking for a recruiter that specifically finds Remedy
people, rather than one who does a little of everything and ends up
wasting time by floating bad resumes around.
Many times when you are trying to hire someone, you end up being given
dozens of resumes of people that know
We're trying to get it to work, but BMC's documentation is terrible. As
a result, we don't have it up and running yet. Part of this is my fault
since I've been swamped with work and it hasn't been my top priority,
but we have a Business Objects consultant that has been working on it
for months
I wouldn't say that we're a dying breed as much as we're being pushed to
extinction by BMC.
What is really bad about this is that ITSM 7 is not that great of a
product and has destroyed a lot of good will that has been built up by
people used to homegrown and third party ARS applications.
There
I've looked into the Microsoft products, and I seriously doubt that they
will be able to compete with ITSM. Microsoft's focus is more on
monitoring changes than the actual change management process. I suspect
that they might end up being ok for server changes, but they won't be
able to handle
.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, September 13, 2007 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR
Suite? No logging doesn't count
Warren,
I don't have a lot of trouble getting U.S. support people assigned to my
tickets, but the problem I do have is that there are too few of them.
Whenever I have ITSM errors it gets assigned to the same few people. I
would not be surprised if there are only four people supporting ITSM 7
at
Good afternoon all.
I have an issue that I've had open with BMC Support for a few months now
and have never made any progress on.
Basically, when I try to run any reports out of the 7.0 user tool that
makes use of the ODBC connection (basically all of the out of the box
reports), I get the
I just checked it out, and it looks like whoever made it simply modified
one of those Open Source forum applications and changed the name.
Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of
The way I generally do it is to restore the development database from the last
production backup, and run a stored procedure that searches the entire ARSystem
database (SQL Server 2005 in this case) and replaces the production server name
with the development server name, since ITSM seems to
ITIL was around before SOX, and the two barely have anything in common.
Where SOX and ITIL overlap is in the approval for changes and monitoring
SOX-related assets for unauthorized changes. The only reason there is
any overlap is because ITIL gives you guidelines on how to do change
management.
I ran into a similar problem and I can't recall the exact solution. The
error in my case occurred because of some customizing I did of Tomcat.
Jim Davis at BMC Support was able to help me fix the problems, so you
might want to call BMC Support and try to get your ticket opened with
him.
Shawn
If this is on the full client but not the mid tier, I've a similar
problem and BMC opened it as a Defect. The only difference is that in
my case, I can get it to go back to one row, but it pushes all the
fields on all the pages down in order to accommodate the row that is no
longer there.
Are they the only two users on that location?
I would suggest using a different tool like webex, adobe connect,
windows live, landesk, etc. to watch what they are doing.
Also some other things would be to have them log in with different
accounts and try different PCs. You should try logging in
We're just planning to use Computer System for almost everything
networking related. We will just use different categorizations to track
it.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Perhaps you should give more requirements. You mentioned that you want
something like ARS, but don't really care about ITSM or any specific
type of module. It sounds like you're wanting to build custom database
driven applications, right? If so, rather than looking at something
like Remedy,
Good morning folks,
Right now I'm tasked with coming up with a good way to make sure our
Change Management application fits with our SOX process so we can pass
audits. I am having difficulty in guaranteeing approvals, though.
For our SOX process, we need to demonstrate that we have 1) Business
Actually, I would suggest not using the DSL at all. There is a lot of
software in there that doesn't make sense to be on a business system,
and a lot left out that should be in there.
For example, I'm unable to find TOAD, the third-party Oracle database
query tool, but I'm able to find three
We did this at one client I was working in, whose name will be withheld
for various reasons. We had all the data in another database, but like
you've run into, we didn't have the time to get all the data in within a
timely manner.
So we used ARSPerl to create and run multiple perl scripts that
Mark,
It sounds like you need to modify your Active Link Run Process
Directory. If you go into the Admin tool and look at the Server
Information on the File menu, and go to the Advanced tab, it will be
listed there. Just keep in mind that changing it affects all the items
that you run via Run
Betina is referring to an integration for call centers where as someone
calls into the help desk, the caller id information is passed into
Remedy so the technician doesn't have to ask the user who they are and
key in any Requestor information.
-Original Message-
From:
Good morning folks,
This isn't a question to get help per se, but rather just to start a
discussion. I recently started using Office 2007 at work and started
looking at one of the new applications - Infopath. It is a form
development tool that you can use to connect to databases, web services,
I think you're making it more difficult than it needs to be. Just build
an interface using Filters and Active Links like you would between any
other Remedy forms.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kern, Robert SBA
Sent: Friday, October
I just went in to test this using a text-transform CSS tag and it
doesn't seem to work right. While I can make the text appear lowercase
in the form, if I type uppercase when I enter the login name it displays
it in lowercase but passes the uppercase value to the Remedy system.
-Original
I don't know precisely what the problem is based off of what you have
said, but I would suggest seeing what type of column it is. I seem to
remember there being limitations on what types of fields Remedy can read
via view forms. While this shouldn't affect varchar, int, etc. it could
prevent you
Good morning folks,
I've been successfully using the AREA and ARDBC plugins on Remedy for a
while now, but we also own the BMC Identity Management suite. We've
been looking into getting rid of the front end of that so we can put it
in Remedy, and BMC has provided a plugin to the ESS module.
Every time this has happened to me, it has been because they don't have
the MSDTC service running on the SQL Server, specifically. I would have
the DBAs check that and if it's not running, turn it on.
Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList)
Claire,
What functionality are you looking for? While I can't give you access
to a server, I can tell you that the portion I worked with isn't very
good. There is no email functionality for paging, for example, so you
have no option other than something like Telalert if you want to use it.
What
I agree that this is needed, but think that rather than being a pure
oversight on BMC's part, they included it as part of a future release
that includes the functionality you mentioned.
Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
Theoretically you can do this, but I haven't tried yet. You need to
look into the SLM documentation and see how to set up a new form to be
tied in with SLM and configure that. You'll also probably need to
customize the Task form to do it right.
Shawn Pierson
From: Action Request System
Has anyone seen a problem where Site/Company relationships disappear in
ITSM 7.0.1? We are on patch 5, but had this problem in patch 4 too.
Since the relationships are just totally disappearing, I can't really
tell what is going on. I may build some workflow to trigger on delete
to email me
anything. Thanks!
Greg
--- [EMAIL PROTECTED] wrote:
From: Pierson, Shawn [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Site/Company Relationships Disappear
Date: Mon, 17 Dec 2007 07:36:41 -0600
**
Has anyone seen a problem where Site/Company relationships disappear in ITSM
Good morning,
We're looking at using AIE 7.1 to connect to an Oracle database hosting OEM
that we can use to get DB information for our CMDB. We want to use the Oracle
11g client which is our standard, but the AIE Administrator's Guide says that
the newest we can use is Oracle 10g.
Has
discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, July 21, 2009 8:13 AM
To: arslist@ARSLIST.ORG
Subject: Oracle 11g Client Tools and AIE 7.1
Good morning,
We're looking at using AIE 7.1 to connect to an Oracle database hosting OEM
that we can use to get DB
I would generally agree with what everyone else says, but I put it in the
following way:
If you are talking about a shop that builds custom applications, a Remedy
developer is someone that can do everything the Remedy administrator role
requires, plus development work and have a better
Actually I see things in the reverse of how you stated them as well.
Having worked professionally doing system administration work as well as
software development (including but not limited to ARS) I see system
administrators and DBAs being more easily replaceable than software developers.
This is one of many defects open on Problem Management. Personally, I think
your best bet is to fix it yourself. Some of the Problem defects we've
discovered had not been addressed since 2007. We've had to fix certain things
like that, the error with the field length that appears when you
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, July 22, 2009 5:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's the difference between a Remedy Administrator and a Remedy
Developer?
Actually
Good morning,
We're working on getting client software into the CMDB, including tracking
licenses and contracts in Asset Management. The problem is that we have run
into a situation that doesn't quite fit into what we are trying to do.
Here's the scenario. Let's say we own 200 Visio 2007
Good morning,
After a few weeks of struggling to get in contact with someone (I escalated
this to upper I.T. management to see if they would fare any better) today we
discovered that our BMC sales rep is no longer with the company. Nobody
notified us, his emails just bounced back, his phone
Has anyone ever seen SLM freak out and send two notifications with different
From: addresses? I upgraded from the most recent version of SLM 7.0 to 7.1
and ran into this (even after installing the patch.)
Basically what is happening is that for a single SLM notification, the filter
(which I
If your concern is just that the ODBC connection needs to be read only, why not
just create a new SQL Server account and give them select only access?
Otherwise, there is always the Remedy ODBC driver, but I've never really had
that much luck with it.
Shawn Pierson
-Original Message-
Scott,
While we are on 7.1, I am curious what issues you are having with SRM 2.2. We
ran into lots of issues and resolved most of them without a reinstall so if you
post them here, we may be able to give you a better answer.
We've had some issues with BMC support providing answers with SRM,
)...
On Aug 11, 9:37 am, Pierson, Shawn shawn.pier...@sug.com wrote:
Scott,
While we are on 7.1, I am curious what issues you are having with SRM 2.2.
We ran into lots of issues and resolved most of them without a reinstall so
if you post them here, we may be able to give you a better answer.
We've
Good afternoon,
We're trying to build a Vendor form to work with Active Directory groups and I
thought I'd ask the ARSlist for further assistance. We are trying to figure
out 1) how to tell who the members of a group are, and 2) we want to be able to
add new members to the group via the
Good afternoon,
I would appreciate it if someone else on 7.1 of the Approval Engine could
either send me a DEF file or tell me what are the contents of the Approval
Filter Guide AP:Workflow Notifications Guide. I show that there are no
filters in it, and that it's been that way for a while.
the approval engine is configured.
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 12, 2009 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Approval Filter Guide Question
**
Good afternoon,
I would appreciate
I think your underlying flow is part of the problem. Why not just have a field
on the ALLrecs form such as the Status that can have only two values of New
and Processed? Even if you have a real need to push the records to the
ProcessedRecs table, you could have a filter on the ProcessedRecs
Good afternoon,
Has anyone successfully used ARDBC to update group permissions on Active
Directory? Right now we're trying to add a login name to an AD group and it's
not working. We are able to overwrite the contents, but we can't simply add
another user. We have the correct permissions
Alternatively, you could set up additional Business Objects universes to report
against the non-ITSM applications. We actually started out that way – using
BOXI reports for our home grown applications, and then we purchased BMC
Analytics and only installed the ITSM Universe on our own BOXI
Good morning,
I'm working on an integration between LANDesk and Asset Management, and while
it's fairly straight forward, there is one area that is an issue. I'd like to
be able to automatically set the Product categories (aka the CTIs) with the
correct values by tying the suitename in
the
system was intended to be used.
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 26, 2009 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Importing Custom Titles into the DSL
**
Good morning,
I'm
Good afternoon,
I don't know if anyone has worked with this before, but I've run into a snag.
Right now, I'm trying to automatically create the tasks via three task group
templates via filters.
Basically, from the application (I'm using Work Order, but this could apply to
Change just as
I am doing it via pushing just to a Task Group Template. In my scenario there
are three different sets of tasks that I want to possibly use depending on the
value of a certain field. What I did was basically create one filter that
pushes the data to TMS:TaskGroupTemplate and TMS:FlowBuilder
If I ever write a scripting/query/programming language, I'm going to make the
syntax more like this:
('Field1' LIKE %ABC123%) ...NOT!
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Wednesday, September 02, 2009 9:18 AM
To:
Joshua,
You are correct that it is obviously not Remedy. You can learn more about
Patrol here:
http://www.bmc.com/products/offering/BMC-ProactiveNet-Performance-Management.html
It's a set of tools that can help monitor servers, automate tasks, etc. It has
almost nothing to do with Remedy,
Good morning,
I couldn't find anything in the documentation, and my experimentation didn't
work, but basically, I'm trying to pass a hardcoded login and password to
Remedy Knowledge Management like we can for Remedy based applications. Does
anyone know how to do this, if it's even possible?
That's more funny than the whole, It's called INCIDENT Management, not Help
Desk! thing that was beaten into our heads until we discovered that the form
was still called HPD:HelpDesk in the Admin tool.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
From: Action Request System
This is correct, but if you have a console that people go to first, you can
determine the view name up front, and when the user goes to open the window
either via a button or workflow on the table field, you can pass that view name
as a parameter. The only problem there is if users can
Good afternoon,
This may be more of a business process question than an application question,
but I wanted to see if anyone out there has a solution.
The scenario that causes the problem is that we have transition periods for
software between version updates. The basic flow of this is:
1)
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, October 08, 2009 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management Software Licensing Issue
Good afternoon,
This has come up before and I don't think anyone has figured it out yet, but I
thought I'd ask again before I spend a bunch of time trying to figure it out.
Has anyone found a way to directly open a form in SRM without forcing the user
to go to the console and click around a
Good afternoon,
I'm trying to figure out the best class for VeriSign certificates in the CMDB.
I don't really think it's a Product, nor is it a Document. I can't really come
up with a specific class that seems to fit. I'd prefer to use an OOtB class
over creating a new one, but that may be
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pierson,
Shawn
Sent: Thursday, November 19, 2009 2:28 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: CMDB Class for SSL Certificates
**
Good afternoon,
I'm
It doesn't include ARS, so unless you work with the products formerly known as
Magic, you won't need to worry about it.
What should cause more concern in my opinion is Microsoft Service Manager:
http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
This will complete directly with
I also agree. Carrie has provided excellent help to me in the past, and she is
an excellent model for customer service.
Shawn Pierson
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Friday, November 20, 2009 9:42 AM
To:
Marcelo,
I hope this image of my layout helps. Basically, I think you are using the
correct classes, but I don't know that I would put everything you are putting
there. For example, do you really need to list the Exchange Server and Domain
Controller? They are sort of implied, and you may
Good morning,
We had a recent problem where a bunch of our Asset data was wiped out. The
records exist, but some of the fields were made null. I came up with the idea
of using AIE to fix this problem by restoring the Asset data from a backup and
treating it as external data to import.
list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, December 10, 2009 12:29 PM
To: arslist@ARSLIST.ORG
Subject: Using AIE to restore Asset Data
**
Good morning,
We had a recent problem where a bunch of our Asset data was wiped out. The
records exist, but some
12:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using AIE to restore Asset Data
** why don't you match on CI Name?
On Thu, Dec 10, 2009 at 10:37 AM, Pierson, Shawn
shawn.pier...@sug.commailto:shawn.pier...@sug.com wrote:
**
It was manually entered, unfortunately.
Thanks,
Shawn
From: Action
that have gone missing (to avoid
overwriting any other data that may have changed since the backup), though.
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, December 10, 2009 10:29 AM
To: arslist@ARSLIST.ORG
Subject
)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, December 10, 2009 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using AIE to restore Asset Data
**
We didn't do any reconciliations because the users who own this data don't
trust automation (which unfortunately did cause
This is exactly what I did, but also turned off individual notifications for
people who are in that group since only the on-call pager needs to be notified.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Friday, December
Dawn,
We tried to implement BMC's solution, and while I got it working, it didn't
work for everyone, and there was no good way to troubleshoot it. We also tried
another product from JSS that did work, but management decided not to proceed
with purchasing it at this time.
Shawn Pierson
From:
Try checking out SYS:Notification Messages if you are referring to how the
standard ITSM emails that are sent out are formatted. There is either a
whitepaper from BMC or a previous email from here in the archives explaining
how to modify those records if you need to add fields that aren't
I too have set up close down approvals by disabling all of the OOtB approval
processes and implementing my own. The requirement given was to have close
down approvals only occur on Emergency changes, so I set that up with no issue.
The only problem I have with approvals at this time is that
I am doing similar types of things, but I am doing it all in SQL. We too have
difficulty comparing datasets in the way we would like to with BMC Analytics,
so if anyone has a good answer for you please make it public.
Thanks,
Shawn Pierson
From: Action Request System discussion list(ARSList)
Good morning,
I've been looking into what is required to change the user that AIE logs in as.
I know the obvious one of changing it in the AIE console under the
Configuration menu and selecting Integration Engine App., but that seems to
prevent my Data Exchanges from firing correctly. Is
Engine App.
* Update User Name Password to match here
Note: this was written for ARS 7.1 ITSM 7.0.3
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, January 15, 2010 7:23 AM
To: arslist
So in non-marketing or sales speak, this means that BMC is going to start
offering hosted ITSM solutions rather than making us set up our own servers?
Does this mean we will be able to have BMC handle all of the maintenance and
administration too, or just that it won't be on the customer's
Try using a URL like this:
http://yourrkmserver/rkm/search.jsp?ID_EQueryTerms=whateverthetopictosearchonislocale=CTI=ID_Published=onID_Draft=offID_General=offuser=Self%20Help
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf
I would not try to use Remedy for it. I'm a big proponent of ARS and have used
it for all kinds of cool stuff, but you are better off with something like
Filenet or Documentum. However, I do see a good fit in using Remedy to track
requests made for searches against those types of systems in
Actually that is just the short name. The full name of the device is the
iPadSteveJobsWallet.
Sorry, it's too soon for me to come up with a better joke, plus I'm an I.T.
guy, not a comedian.
Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList)
Good morning all,
After installing Patch 6 of ITSM 7, we started getting some strange
emails coming out of the system. For example, if we have a Change
Request that has two Approvers, they get notified, as do a handful of
other people that are not related to the Change Request in any way.
There
1 - 100 of 1040 matches
Mail list logo
