**
let me log to a form and not files

let me change db field id's after a field has been created (mistakes do happen)

allow a 'clear' option on menus, like drop-down lists do

when logging an 'Error performing x action' log what the error was and where it occurred, it's a devil to track down errors when they are buried in many layers of workflow and several forms removed from the origional

when an error is generated like 'you do not have permissions to field 12345678' would be nice to know which form field '12345678' is on, rather than just the field id

provide a way of restarting the threads without having to restart the entire server, such as the escalation thread which has a tendancy to get locked up too frequently

On 30/01/06, Scott Ames wrote:

**
I would like the client, (user) to have the ability to move, remove, add, their own list of columns in the result list.

A way to replace the standard error messages with our own , better looking, error messages.

The ability to sub-search any field and find records that have values in the linked sub-table. ( Siebel does this with exists(value) )

The ability to copy a form and have all the workflow, active links, filters, copy as well and rename themselves.




20060125This posting was submitted with HTML in it


20060125This posting was submitted with HTML in it

**
Good advice. I just submitted enhancement requests for those I listed earlier today, plus one other:

- When submitting an Enhancement Request do not clear out the First Name, Last Name, Phone #, Ext, Email Address, Product Name and Version fields. I had to type these in 20 times just now.




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Reinfeldt
Sent: Monday, January 30, 2006 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**

Folks,



I have to say that I love the direction of this thread! One point I want to remind everyone of is, if you have something you'd like changed, you NEED to go file an enhancement request on it, otherwise Remedy will most likely not even consider it. Yes, we all know that some folks from Remedy watch the ARSList (Hi Doug!), but it is not the correct method for logging these types of enhancement requests.



And, of course, the more people/organizations that request certain changes, the more likely they are to be considered.



Just my 2 cents worth for the day. :-)



Oh, as far as getting SupportWeb upgraded to the latest code set. I know it's being worked on, but you should really push on your sales reps to see if the process can be sped up at all. It's definitely overdue!!!



Matt Reinfeldt
Senior Support Engineer

Entuition Inc.

Email: matt.reinfeldt@entuition.com

http://www.mattreinfeldt.com | http://www.mwrug.com

20060125This posting was submitted with HTML in it
20060125This posting was submitted with HTML in it

**
Not everyone may know about this but when you send an email to BMC, such as an enhancement request, some (all?) of the keywords are actually converted into the value they represent. For example, the text $NULL$ in the email or enhancement request is converted to an empty string. To include the literal text of a keyword insert a space somewhere between the dollar signs, like $ NULL$

Stephen
20060125This posting was submitted with HTML in it

The archgid utility let you change fieldid after the field has been created.

--
Jarl

On 1/30/06, Stephen Earl wrote:
> **
> let me log to a form and not files
>
> let me change db field id's after a field has been created (mistakes do
> happen)
>
> allow a 'clear' option on menus, like drop-down lists do
>
> when logging an 'Error performing x action' log what the error was and where
> it occurred, it's a devil to track down errors when they are buried in many
> layers of workflow and several forms removed from the origional
>
> when an error is generated like 'you do not have permissions to field
> 12345678' would be nice to know which form field '12345678' is on, rather
> than just the field id
>
> provide a way of restarting the threads without having to restart the entire
> server, such as the escalation thread which has a tendancy to get locked up
> too frequently
>
> On 30/01/06, Scott Ames wrote:
> > **
> > I would like the client, (user) to have the ability to move, remove, add,
> their own list of columns in the result list.
> >
> > A way to replace the standard error messages with our own , better
> looking, error messages.
> >
> > The ability to sub-search any field and find records that have values in
> the linked sub-table. ( Siebel does this with exists(value) )
> >
> > The ability to copy a form and have all the workflow, active links,
> filters, copy as well and rename themselves.
> >
> >
> >
> > 20060125This posting was
> submitted with HTML in it
>
> 20060125This posting was submitted
> with HTML in it


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org

Good points being raised....technical & non-technical..some more:

1. I would like to see Remedy patch the ITSM apps more frequently -
maintenance on ITSM is generally more expensive than the AR System, yet
patches are few & far between. Upgrading to the latest version is not a
solution for many people, it is a difficult & time-consuming task. Plus
there's no guarantee bugs in one version will be fixed in the next...

2. Continuing on, I would like to see Remedy actually fix bugs in the
ITSM suite - we've found well over a dozen shockers in ITSM 6, several
of which were reported in ITSM 5.0, some even in ITSM 4.0.

3. One of Sean's: Customisable table columns - I've seen this in other
products and it definitely impresses users and provides them with a lot
more flexibility

4. Provide a Migration tool that actually covers the product suite.
Don't build and promote one tool as the "migration" solution and then
start releasing apps that break it (i.e. CMDB, SLA, etc).

5. Ditto for development. When you use the Admin tool for basically all
development, it's a pain to have to develop via the User Tool for a few
specific apps and suffer the limitations imposed (i.e. the class manager
in the CMDB preventing spaces in attribute names, notifications in the
SLA module not allowing use of Email Engine functionality -
header/content/footer templates etc).

5. From Axton: db related improvements - i.e. bind variables, BLOBs
instead of LONG RAW.

Matt

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, 31 January 2006 5:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

Another:

- Ability to define join forms of the type 'union' (goes back to my
'leverage the db' annoyance from an earlier post)

Axton


On 1/30/06, Axton wrote:
> Some more:
>
> - Ability to run Crystal Enterprise server on a platform other than
> M$. Currently bound to M$ because the odbc driver provided by Remedy
> only works on M$.
> - Ability to use the approval server, that is now given "free" with
> the arserver without having to require every user in the system that
> could potentially approve a request to have a fixed or floating
> license. It's nice to have it free, but doesn't do me much good if I
> can't use it. I think we were better off when it was license on a per

> form basis.
>
> Axton
>
>
> On 1/30/06, Sean Garrison wrote:
> > ARS Fixes I would like to see:
> >
> > 1. If you have an escalation that takes a lot of resources ... it
> > seems to prevent all of the other escalations from running. This
> > causes a problem if you are running a one time script and still need

> > pages sent out in a timely manner.
> >
> > 2. Separate AREA stuff from arplugin. We have had problems with
> > users not being able to log into remedy. We can't tell if it was
> > the SLA, ARFPerl, Reporting, E-mail, ARDBC, etc. that caused the
> > problem .... a restart of the plugin resolved the issue. But to me

> > it is a fundamental flaw in the system ....
> >
> > 3. No one I know has ever gotten Remedy Developer Plus to work (out

> > of about 7 remedy developers from 3 different companies).
> >
> > 4. Java API still has to use the native C libraries ... wish they
> > would create a JAVA API that was not OS specific.
> >
> > 5. I still get complaints about not being able to customize table
> > columns or do multi-sort by the users. This is especially useful
for something like
> > a "Console" view but obviously isn't needed for some tables ...
But nice
> > to know that ARS 7 is supposed to come out with some sort of Tree
> > like view ....
> >
> > 6. A clock or "Age" field would be nice that would show you that
> > you have 30 seconds ... 29 ... 28 before this thing pages the CEO
> > and the world as you know it will come to an end :-)
> >
> > 7. The ability to search for Distinct records in a join form. Maybe

> > some sort of "Distinct" checkbox for fields in the Join form.
> > Sometimes you want a join to only return one record even though the
> > ticket may be listed more than once because of the many to one
relationship in the join.
> >
> > 9. Can you do a join in 6.x of two forms using the ODBC connector
> > created by Remedy using Crystal Reports? As far as I know you still
can't do it...
> >
> >
> >
> > Thanks,
> >
> > Sean
> >
> > -----Original Message-----
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
> > Sent: Monday, January 30, 2006 11:47 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: What Bugs you about Remedy?
> >
> > From a non-technical perspective.
> >
> > I would love to Remedy use their own apps, performing an upgrade for

> > each version; and in the process document the steps used to perform
> > the upgrade and generate a white paper
> >
> > I would love to see Remedy support the versions of ARS listed as
> > supported; i.e., release bug fixes for those versions instead of
> > giving the solution of upgrade to the latest version.
> >
> > I would love to see Remedy upgrade to the latest version of mid-tier

> > for their support site. They are using 5.0.1, which imho, is
> > embarrasing and doesnt speak well of their boasted rearchitecture.
> >
> > I would love to see an RFE process that actually works. The current

> > process is like a black hole. You toss your request in, never to be

> > heard of or seen again.
> >
> > Technical 'I would likes' forthcoming.
> >
> > Axton
> >
> >
> > On 1/30/06, Scott Ames wrote:
> > > **
> > > What bugs you about Remedy and what would you like to see them fix

> > > or change? Sometimes Remedy has the functionality, but it's
> > > implemented in
> > such
> > > a way as to be quite a pain. Sometimes the functionality is
> > > totally
> > missing.
> > > What bugs you and what would make your job easier?
> > >
> > > For example:
> > >
> > > I would love to see a simple single sign on implementation that
> > > doesn't require a lot of development.
> > >
> > > I would like to see a robust ODBC driver for Remedy that has all
> > > the functionality.
> > >
> > > I would like an option to generated the record ID in advance when
> > > a record is created rather than when it's saved. ...etc...
> > >
> > > 20060125This posting was submitted with
> > > HTML in it
> >
> >
> >
> >
> > UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
> >
> >
> > UNSUBSCRIBE or access ARSlist Archives at
> > http://www.ARSLIST.org
> >
>



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org









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**
my point however is that you should be able to undertake this operation within the admin tool, there is no 'real' reason why this couldn't be accomplished, plus archgid has it's own flaws as our system recently discovered...

Stephen


On 30/01/06, Jarl Grøneng wrote:

The archgid utility let you change fieldid after the field has been created.

--
Jarl

On 1/30/06, Stephen Earl < flirble@gmail.com> wrote:
> **
> let me log to a form and not files
>
> let me change db field id's after a field has been created (mistakes do
> happen)
>
> allow a 'clear' option on menus, like drop-down lists do
>
> when logging an 'Error performing x action' log what the error was and where
> it occurred, it's a devil to track down errors when they are buried in many
> layers of workflow and several forms removed from the origional
>
> when an error is generated like 'you do not have permissions to field
> 12345678' would be nice to know which form field '12345678' is on, rather
> than just the field id
>
> provide a way of restarting the threads without having to restart the entire
> server, such as the escalation thread which has a tendancy to get locked up
> too frequently
>
> On 30/01/06, Scott Ames wrote:
> > **
> > I would like the client, (user) to have the ability to move, remove, add,
> their own list of columns in the result list.
> >
> > A way to replace the standard error messages with our own , better
> looking, error messages.
> >
> > The ability to sub-search any field and find records that have values in
> the linked sub-table. ( Siebel does this with exists(value) )
> >
> > The ability to copy a form and have all the workflow, active links,
> filters, copy as well and rename themselves.
> >
> >
> >
> > 20060125This posting was
> submitted with HTML in it
>
> 20060125This posting was submitted
> with HTML in it


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org



20060125This posting was submitted with HTML in it

**

First off, I love Remedy; but, here is my list:

ARS

1. When setting permissions for a group in the Admin tool, allow me to highlight more than one object and set several fields from read to write.
2. In the admin tool, add a way to see not just when a piece of workflow was created, but let me see when it was last executed.
3. In the Admin tool, let me choose when to first execute interval escalations, not just execute first on save.
4. Perhaps Import in Place should work more regularly.
5. In the import tool, allow me to import in place using a specified criteria ie: map fields as always, but allow me to just do a record update based on a predetermined criteria other than Request ID.
6. In the import tool, I should be able to save a mapping between an import file and the table, and use this mapping with whatever file with whatever name I choose the next time I call the mapping.
7. Create either a new tool, or integrate into the admin tool, a way to mass change the background and form attributes for an application. (colors and text)
8. Get it over with and Include DSO into the Off the Self Admin tool for free. Otherwise, if you are going to sell a product, support and advertise it. Too many customers buy this and stumble around.

HelpDesk

1. This is the same product year in and year out, with just the ARS enhancements filtered in for releases, at least attempt to change it between versions
2. Cut down the amount of Active links I need to change when adding a field to the People or HD Form People section to a manageable number. It's a project in itself
3. Don't include the light versions of Change, Asset, and SLA included with the Helpdesk product anymore, and if you do, please name and their workflow them something different so we can easily tell the code apart from the released product.

MidTier:

I hate to reference another product, but if ARS had an alternate web Admin front end more like FrontPage, People could actually turn web functionality around more quickly.Timothy Button

Remedy Systems Consultant

tbutton@remedyconsultant.com

972-746-5165



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 10:31 AM
To: arslist@ARSLIST.ORG
Subject: What Bugs you about Remedy?



What bugs you about Remedy and what would you like to see them fix or change? Sometimes Remedy has the functionality, but it's implemented in such a way as to be quite a pain. Sometimes the functionality is totally missing. What bugs you and what would make your job easier?



For example:



I would love to see a simple single sign on implementation that doesn't require a lot of development.



I would like to see a robust ODBC driver for Remedy that has all the functionality.



I would like an option to generated the record ID in advance when a record is created rather than when it's saved. ...etc...





20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it

To add some more:

- Server events that properly register events (import actions cause
all kinds of erroneous behavior)

- Ability to move a single field between servers. Would be nice to be
able to export a form with only a series of selected field; then
import it to add/update only those fields on the target server.

- Why can't the unix/linux server patches be available as a .tar.gz
download. What is the point in making me set the permissions/masks
for every one of the files and require me to download them one by one.

To comment on soem of Carey's remarks:

> 8. Single-Sign-On with Windows User Tool.

Uh... You likely mean "use my Windows login as a 'Single-Sign-On'
option via the User Tool". I can only hope that BMC sees how bad of
an idea that would be. ( I do not trust Windows authentication. It is
far to easy to hack your way in to a console and become whatever user
you want to me. Reboot from a CD, rest the users password vai a
special tool and restart and your in as that user. Very bad that it
even caches domain passwords so you should be able to impersonate
domain users that way too!

However, if there is ever a widely adopted PKI based "Single-Sign-On"
model then I would really like to see an AREA plug in for the HUB that
would support that too. (And a turnkey solution for the Mid-Tier would
not hurt too. I know I am not asking for the sky, just most of the
clouds. :)

>> There should be some type of framework to make this possible for
all single-sign on solutions; be it Active Directory, SiteMinder,
Oracle, etc,; even if it is not a turnkey solution and is an api that
can be compiled and packaged with the aruser installation program.
Currently, no capabilities exist.

>> "far to easy to hack your way in to a console and become whatever user
you want to me". How do you do this to make yourself a domain user,
since you still have to authenticate to the domain controller? Even
if you have a machine that is not connected to the network and you use
the cached login/password, this does not mean you are authenticated to
the domain. Try it using something like using Outlook connecting to
Exchange. Physical secuirity, trust relationships (for keys),
encryption, etc. are all concepts adopted by various security models,
of which M$ does follow, to some degree. M$ just has too many
mistakes/slop jobs in seperating userland from the kernel, which is
why people are able to gain elevated privelages or launch DoS attacks
using apps that should be confined to userland but aren't. Totally
seperate from active directory/M$ security model.

>> "far to easy to hack your way in to a console and become whatever user
you want". So, I can do the same with any unix/linux desktop with a
floppy, usb device, or cd. Does this make it a mistake to trust any
unix/linux accepted authentication mechanisms?

> 16. Change licensing enforcement to pre-version 6.3 whereas the same user
> can be logged into more than one computer. Our technicians are logged into
> Remedy at their desk throughout the day. They also move around a lot to
> support our users. As soon as the new licensing enforcement went into
> effect technicians were now forced to return to their desk to update a
> Remedy ticket. They used to be able to update their tickets right then -
> the new Remedy licensing has reduced worker productivity.

Teach your users to logout before they leave the terminal and this
will not be a problem. They need to logout from the "remote side" too.
It is a consistent behaviour that is a "best practice".

>> This is not a "best practice". It's a waste of time. Every time
the support agent gets a call where he has to move, he should be able
to access Remedy from there while leaving Remedy open with his other
dozen requests in progress open at his desk. The licensing model is
too restrictive. It inhibits people from using the system the way it
was intended to be used. There has to be a compromise in there
somewhere where BMC can enforce it's licensing model and allow people
to use the system. I quote my earlier statement where we can't use a
load balanced mid-tier environment and the client at the same time,
even from the same machine.

Axton


On 1/30/06, Scott Ames wrote:
> **
> I would like the client, (user) to have the ability to move, remove, add,
> their own list of columns in the result list.
>
> A way to replace the standard error messages with our own , better looking,
> error messages.
>
> The ability to sub-search any field and find records that have values in the
> linked sub-table. ( Siebel does this with exists(value) )
>
> The ability to copy a form and have all the workflow, active links, filters,
> copy as well and rename themselves.
>
>
> 20060125This posting was
> submitted with HTML in it


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org

**
Stephen,

I have used the following for all the keywords when they are entered in a text field without having them evaluated - adding a backslash "\" after the first $ sign ex: $\NULL$. This works very well when the field value which has the specialized keyword (as in the example above) is substituted in a certain Actions in AL/Filter, the keyword is evaluated and then processed in the Action. One of the tips I learnt working on CSS 5.0 Suite.

Cheers,
--
Shyam

----- Original Message -----
From: Heider, Stephen
Newsgroups: gmane.comp.crm.arsystem.general
Sent: Monday, January 30, 2006 12:29 PM
Subject: Re: What Bugs you about Remedy?

**
Not everyone may know about this but when you send an email to BMC, such as an enhancement request, some (all?) of the keywords are actually converted into the value they represent. For example, the text $NULL$ in the email or enhancement request is converted to an empty string. To include the literal text of a keyword insert a space somewhere between the dollar signs, like $ NULL$

Stephen
20060125This posting was submitted with HTML in it

20060125This posting was submitted with HTML in it

**
Hi Sean
i have been using Remedy Developer Plus for a couple of months now without any problems! what problems are you having?

kind regards

shafqat

Sean Garrison wrote:

ARS Fixes I would like to see:

1. If you have an escalation that takes a lot of resources ... it seems to
prevent all of the other escalations from running. This causes a problem if
you are running a one time script and still need pages sent out in a timely
manner.

2. Separate AREA stuff from arplugin. We have had problems with users not
being able to log into remedy. We can't tell if it was the SLA, ARFPerl,
Reporting, E-mail, ARDBC, etc. that caused the problem .... a restart of
the plugin resolved the issue. But to me it is a fundamental flaw in the
system ....

3. No one I know has ever gotten Remedy Developer Plus to work (out of
about 7 remedy developers from 3 different companies).

4. Java API still has to use the native C libraries ... wish they would
create a JAVA API that was not OS specific.

5. I still get complaints about not being able to customize table columns
or do multi-sort by the users. This is especially useful for something like
a "Console" view but obviously isn't needed for some tables ... But nice
to know that ARS 7 is supposed to come out with some sort of Tree like view
....

6. A clock or "Age" field would be nice that would show you that you have
30 seconds ... 29 ... 28 before this thing pages the CEO and the world as
you know it will come to an end :-)

7. The ability to search for Distinct records in a join form. Maybe some
sort of "Distinct" checkbox for fields in the Join form. Sometimes you want
a join to only return one record even though the ticket may be listed more
than once because of the many to one relationship in the join.

9. Can you do a join in 6.x of two forms using the ODBC connector created
by Remedy using Crystal Reports? As far as I know you still can't do it...



Thanks,

Sean

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Monday, January 30, 2006 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

From a non-technical perspective.

I would love to Remedy use their own apps, performing an upgrade for
each version; and in the process document the steps used to perform
the upgrade and generate a white paper

I would love to see Remedy support the versions of ARS listed as
supported; i.e., release bug fixes for those versions instead of
giving the solution of upgrade to the latest version.

I would love to see Remedy upgrade to the latest version of mid-tier
for their support site. They are using 5.0.1, which imho, is
embarrasing and doesnt speak well of their boasted rearchitecture.

I would love to see an RFE process that actually works. The current
process is like a black hole. You toss your request in, never to be
heard of or seen again.

Technical 'I would likes' forthcoming.

Axton


On 1/30/06, Scott Ames wrote:
> **
> What bugs you about Remedy and what would you like to see them fix or
> change? Sometimes Remedy has the functionality, but it's implemented in
such
> a way as to be quite a pain. Sometimes the functionality is totally
missing.
> What bugs you and what would make your job easier?
>
> For example:
>
> I would love to see a simple single sign on implementation that doesn't
> require a lot of development.
>
> I would like to see a robust ODBC driver for Remedy that has all the
> functionality.
>
> I would like an option to generated the record ID in advance when a record
> is created rather than when it's saved. ...etc...
>
> 20060125This posting was
> submitted with HTML in it



UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org


UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org





Shafqat Ayaz





Bring words and photos together (easily) with
PhotoMail - it's free and works with Yahoo! Mail. 20060125This posting was submitted with HTML in it