**
To those on the List and anyone at BMC, I think ARS is an excellent and powerful product. Yet, every product can be improved. Here is my quick list:

1. Full API support in the .Net API. In addition, with each example in the help guide both C# and VB.Net languages should be included.

2. A button for the $NULL$ keyword throughout the Admin Tool (ie. Run If qualification, Set Fields, etc.) - I use this keyword far more than any other.

3. A button for the $NULL$ keyword in the User Tool for Advanced Searches.

4. Save environment settings in Admin Tool and User Tool as they are changed instead of waiting until the user successfully logs out. Occasionally these programs do crash and any settings are lost.

5. Ability to setup the layout of the Admin Tool and press a button/select a menu option to write these settings to the AR System Administrative Preferences form right then.

6. Larger windows in Admin Tool for developing work flow (Active Links, Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have to scroll or click the ellipsis button to see all the code or objects.

7. Quicker turn-around time for purchasing licenses. Once BMC receives the official request from our vendor it seems to take a very long time to receive the license keys. With almost every purchase our vendor (and sometimes me) has had to repeatedly contact BMC to find out when we would receive the license keys.

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

9. More granularity with installing server patches with the installer program. For example, there should be an option to *only* patch DLLs and other files and *not* update any forms, fields or work flow.

10. Support current version of Crystal Reports - at least with the current version of ARS and User Tool. Within 3 months after a new version of Crystal Reports is released [from Business Objects] BMC should endeavor to put out a new patch of the User Tool that supports it. BMC undoubtedly has access to beta and pre-release versions of Crystal Reports months before it is finally released to the public. This should provide ample time to patch the User Tool.

11. Support for current version of SQL Server. Version 2005 was released 3 months with beta versions available for over a year, yet no word on if/when it will be supported. Chances are that 99.9% of ARS would run fine as-is now.

12. Clarify in writing the exact licensing requirements with ARS on SQL Server. After many contacts with our vendor, and our vendor directly with BMC, there is no consensus on how to properly license SQL Server to run ARS. Is it by the number of threads, by number of Remedy users? This information should be posted on the SupportWeb.

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

14. Add the IP address of users in log files.

15. Have the option to log to tables instead of text files. This could be a regular Remedy form a direct SQL table. This would provide increased ability to monitor and troubleshoot a system, would allow for filtering (ie. I only want to query for entries that I made between 2:00pm and 2:05pm), could take less time to debug and would allow for reporting.

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.

17. Provide downloadable training modules and exercises on ARS and other Remedy products. These could be billed by module and/or annual subscription for a set of modules. Microsoft has one implementation that may work (https://www.microsoftelearning.com/default.aspx).

18. Display a message when user has Caps-Lock turned On at the User Tool login prompt. It is relatively easy for a user to get locked out of the network (when pass-through authentication is used). In some companies Remedy/network login IDs are numeric, therefore Caps-Lock could be On and the user may not be aware.

19. Create or help sponsor a Remedy Development Guide book. As far as I know there is no third-party design and development book available for the Remedy administrator or developer. This guide would include topics such as solving particular problems, integration with other Remedy modules, integration with external systems, API usage, best practices, etc.


Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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

Technical Changes:

- Bit based checkbox field
- SSO capable user tool
- Multiple supported versions of Crystal Reports bundled in the user
tool (could be a preference setting?)
- Multiple supported versions of Crystal Reports capable with the
Remedy ODBC driver
- Rewrite the currency field functionality. Conceptually it's sound,
but the concept didn't materialize as well as it could have.
- Add a "(clear)" option to a character field menu field that is set
to have the drop-down properties; make behavior consistent with the
drop-down field type
- Change oracle data-type used for attachment fields to BLOB instead
of LONG RAW. LONG RAW was deprecated years ago and support will drop
for it at some point; not to mention the fact it's a pain to work with
- Allow the administrator to define whether or not to compress
attachment data so that the data can be accessed by apps other than
remedy from the db level.
- Db related tuning/changes to allow better scalability of Remedy
server (bind variables) and better intermingling of db environment for
shared db servers. Nobody likes a resource hog on shared hardware.
We are bound to x number of threads on our oracle server because of
how remedy uses the db; and the memory consumption required because of
the way it uses the db.
- Ability to to correlated db connections to ars threads (thread logs
or somewhere)
- Ability to correlated sql sent to the db via one of the db
connections to a specific Remedy user. This is needed for
troubleshooting (could be incorporated into the sql logs) certain
types of issues
- Ability to incorporate some RDBMS concepts into ARS forms regarding
referential integrity (PK/FK constraints, cascading deletes, etc.). I
hate writing a series of filters to do this for an app that sits on
top of a db but chooses not to use the db.
- Ability to run clients on more platforms (admin, user, import). Did
a good job of keeping the server flexible in it's architecture, but
clients are bound to the M$ platform.
- Ability to define default time for date/time fields (on a per field
basis) instead of always defaulting to midnight.
- Fix the licensing model. The current licensing model severly
inhibits our support staff. Some support staff have two PCs on their
destop where they run Remedy. They are now bound to only using one
desktop for Remedy. Users accessing the mid-tier who have the user
tool open are also subject to interference. It's too restrictive and
inhibits ligitimate use of the product.

Axton


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

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

**
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

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

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

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

**
FYI: For #13 (KB on SupportWeb) until Remedy corrects the problem.

After you do a search (before the next search), clear your cache (delete Temporary Internet Files on IE). After I started doing this I could perform as many searches as I needed.

Fred



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Monday, January 30, 2006 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**

...

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

...

Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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

**

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

**
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

**
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

**
Stephen....holding things in isn't good for you...so please go ahead and get all your items off of your chest......

:-)

Tim Powell
Vice President
KPBS, Inc.
704-489-8599 (Office)
704-301-1047 (Cell)








From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Monday, January 30, 2006 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
To those on the List and anyone at BMC, I think ARS is an excellent and powerful product. Yet, every product can be improved. Here is my quick list:

1. Full API support in the .Net API. In addition, with each example in the help guide both C# and VB.Net languages should be included.

2. A button for the $NULL$ keyword throughout the Admin Tool (ie. Run If qualification, Set Fields, etc.) - I use this keyword far more than any other.

3. A button for the $NULL$ keyword in the User Tool for Advanced Searches.

4. Save environment settings in Admin Tool and User Tool as they are changed instead of waiting until the user successfully logs out. Occasionally these programs do crash and any settings are lost.

5. Ability to setup the layout of the Admin Tool and press a button/select a menu option to write these settings to the AR System Administrative Preferences form right then.

6. Larger windows in Admin Tool for developing work flow (Active Links, Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have to scroll or click the ellipsis button to see all the code or objects.

7. Quicker turn-around time for purchasing licenses. Once BMC receives the official request from our vendor it seems to take a very long time to receive the license keys. With almost every purchase our vendor (and sometimes me) has had to repeatedly contact BMC to find out when we would receive the license keys.

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

9. More granularity with installing server patches with the installer program. For example, there should be an option to *only* patch DLLs and other files and *not* update any forms, fields or work flow.

10. Support current version of Crystal Reports - at least with the current version of ARS and User Tool. Within 3 months after a new version of Crystal Reports is released [from Business Objects] BMC should endeavor to put out a new patch of the User Tool that supports it. BMC undoubtedly has access to beta and pre-release versions of Crystal Reports months before it is finally released to the public. This should provide ample time to patch the User Tool.

11. Support for current version of SQL Server. Version 2005 was released 3 months with beta versions available for over a year, yet no word on if/when it will be supported. Chances are that 99.9% of ARS would run fine as-is now.

12. Clarify in writing the exact licensing requirements with ARS on SQL Server. After many contacts with our vendor, and our vendor directly with BMC, there is no consensus on how to properly license SQL Server to run ARS. Is it by the number of threads, by number of Remedy users? This information should be posted on the SupportWeb.

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

14. Add the IP address of users in log files.

15. Have the option to log to tables instead of text files. This could be a regular Remedy form a direct SQL table. This would provide increased ability to monitor and troubleshoot a system, would allow for filtering (ie. I only want to query for entries that I made between 2:00pm and 2:05pm), could take less time to debug and would allow for reporting.

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.

17. Provide downloadable training modules and exercises on ARS and other Remedy products. These could be billed by module and/or annual subscription for a set of modules. Microsoft has one implementation that may work (https://www.microsoftelearning.com/default.aspx).

18. Display a message when user has Caps-Lock turned On at the User Tool login prompt. It is relatively easy for a user to get locked out of the network (when pass-through authentication is used). In some companies Remedy/network login IDs are numeric, therefore Caps-Lock could be On and the user may not be aware.

19. Create or help sponsor a Remedy Development Guide book. As far as I know there is no third-party design and development book available for the Remedy administrator or developer. This guide would include topics such as solving particular problems, integration with other Remedy modules, integration with external systems, API usage, best practices, etc.


Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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
20060125This posting was submitted with HTML in it

Stephen,

You clearly come from a Windows centric environment. So I understand
where a lot of what your asking for comes from, but let me add a bit
of my own 2 cents to some of these...


I do not work in a Windows only env. Sure we have it on the desktops,
but everyone wants to use the web anyways.. and no a Mac, or FreeBSD,
or... etc...

See below for my two cents...


On 1/30/06, Heider, Stephen wrote:
> **
> To those on the List and anyone at BMC, I think ARS is an excellent and
> powerful product. Yet, every product can be improved. Here is my quick
> list:
>
> 1. Full API support in the .Net API. In addition, with each example in the
> help guide both C# and VB.Net languages should be included.


Please, Oh please, before you add C#,VB.Net or even .Net to the
"supported list of API language" finish the Java API. And personally I
think there is more value in a Perl API than any "Windows ONLY"
language. Perl and Java runs just fine on Windows.

I know "C" is the primary language for ARS, but C is just plain
painful for most people to write. So higher level wrapper are a good
thing, but they all cost time/effort/bug fix cycles too. So I think
this list needs to be kept to a minimum to allow BMC to get on with
new ARS features.

So how about you pick one "Windows ONLY" language and just champion it?



> 6. Larger windows in Admin Tool for developing work flow (Active Links,
> Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have
> to scroll or click the ellipsis button to see all the code or objects.


Oh I think that should have been done in v1. However Remedy/BMC
appears to be very slow to improve the development IDE (AKA: Admin
Tool) Maybe v7 will bring a step in this direction?


> 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. :)


> 9. More granularity with installing server patches with the installer
> program. For example, there should be an option to *only* patch DLLs and
> other files and *not* update any forms, fields or work flow.


Or how about just a "standard script format" for applying "file based patches.
Keep it simple (batch, WSH, sh, Perl[if you want to]) and pick a shell
for the various platforms that you support, but do not just ship me a
set of files and say "go put them where they belong", or "the
README.txt will tell you what to do".

Give me a "INSTALLDIR" setting at the top of the script and a set of
"copy"(cp, etc..) statements in an "unsupported" script for each and
every patch drop. We can edit the file if needed.

ALSO... ALWAYS release a patch as a single ZIP file. (Ok to also
release all individual files, but provide a single zip file download
too. I mean how hard would that really be for you to do? And I know it
would save me a lot of time click on 15-30 files and trying to keep
them in the right directory structure etc...)


> 12. Clarify in writing the exact licensing requirements with ARS on SQL
> Server. After many contacts with our vendor, and our vendor directly with
> BMC, there is no consensus on how to properly license SQL Server to run ARS.
> Is it by the number of threads, by number of Remedy users? This
> information should be posted on the SupportWeb.


Good luck with that request. I am sure the (BMC) lawyers will only
tell you to "follow the rules of your RDBMS and your BMC software".
Which likely mean that the answer is the highest number/combination
you can invent.


> 13. Fix the KB search on the SupportWeb. After one or two searches I have
> to log out, wait an hour and then log back in to be able to search again due
> to infinite timeouts. This has been going on for over a year. It finally
> reached the point where I simply wrote a program that downloads every KB and
> stores it in a Remedy form so I can perform my own queries.


I would go one step farther than that...
Give us, your paying customers, WebService based integration to our
support and enhancement process. Let us have an application on our
side that can "submit a ticket", "Search the KB", "Request a License",
etc... Let us register ways for you to send messages back to us (if
our business rules/networks allow for it), Let us write workflow (on
our end) that can remind us that we have not yet received that call
back, or bug fix....

Give us access to SLA type reports on the service that our 18% is
paying for. Help me prove to my management that the money is worth it
because of the service and responsiveness of this (BMC) vendor.



> 14. Add the IP address of users in log files.

And add that as a KEYWORD too. I mean you give us $ TCPPORT $ (which
according to the does does not work for a Web Application, that
exception needs removed/fixed guys) but you do not give us enough
context/connection information in workflow.

Same "context" comment applies to the VUI keyword too. (IMHO, Filters
should see this value because it might be helpful to build workflow to
allow specific operations based on VUI. Active Link's do not cut it
for anyone with an eye to security and a passing a value in a field
via an active link has it's own security problems too.)

I would really love an %ENV associative array with the users env
settings to be available in workflow (AL and passed up to FL too.) On
a browser it would include details about the Mid-Tier, browser and any
other session bits that you can get your programming hands on too.


> 15. Have the option to log to tables instead of text files. This could be a
> regular Remedy form a direct SQL table. This would provide increased
> ability to monitor and troubleshoot a system, would allow for filtering (ie.
> I only want to query for entries that I made between 2:00pm and 2:05pm),
> could take less time to debug and would allow for reporting.


Here Here. I agree fully.
But the files are also needed (at least as a fall back position
for the server) and maybe should be a redundancy to the tables like
the way a RDBMS deals with a transaction log. Having the logs emit
"Server Events" (so some such construct) would also allow us to write
workflow and monitor/react to errors/log events as they happen too. :)


> 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".


> 18. Display a message when user has Caps-Lock turned On at the User Tool
> login prompt. It is relatively easy for a user to get locked out of the
> network (when pass-through authentication is used). In some companies
> Remedy/network login IDs are numeric, therefore Caps-Lock could be On and
> the user may not be aware.
>
>
> Stephen



ABSOLUTELY NOT!
This is one of the most stupid Window constructs that I think I have
ever seen. If I want to put a phrase in a password that is in all caps
and I do not want to "Shift+" every letter/number/symbol then I should
be able to use the Caps Lock key. (Without alerting the person looking
over my shoulder that I am typing in caps.) Judicious use of CaPs in a
password is a good thing but knowing if that "6" was a "6" or "^"
makes watching someone type a password harder to do.

If this is implemented, OH Please give me a way to turn it off from the server!

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
Never ascribe to malice, that which can be explained by incompetence.


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

Carey,

I thought Windows was the only operating system in existence. No?

Thank you for your details comments. I added a few too.


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carey Matthew Black
Sent: Tuesday, January 31, 2006 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

Stephen,

You clearly come from a Windows centric environment. So I understand
where a lot of what your asking for comes from, but let me add a bit of
my own 2 cents to some of these...


I do not work in a Windows only env. Sure we have it on the desktops,
but everyone wants to use the web anyways.. and no a Mac, or FreeBSD,
or... etc...

See below for my two cents...


On 1/30/06, Heider, Stephen wrote:
> **
> To those on the List and anyone at BMC, I think ARS is an excellent
> and powerful product. Yet, every product can be improved. Here is my

> quick
> list:
>
> 1. Full API support in the .Net API. In addition, with each example
> in the help guide both C# and VB.Net languages should be included.


Please, Oh please, before you add C#,VB.Net or even .Net to the
"supported list of API language" finish the Java API. And personally I
think there is more value in a Perl API than any "Windows ONLY"
language. Perl and Java runs just fine on Windows.

I know "C" is the primary language for ARS, but C is just plain painful
for most people to write. So higher level wrapper are a good thing, but
they all cost time/effort/bug fix cycles too. So I think this list needs
to be kept to a minimum to allow BMC to get on with new ARS features.

So how about you pick one "Windows ONLY" language and just champion it?


I have done a lot more with VB/VBA/VB.Net than with C, so VB.Net would
be my natural choice. With the advent of .Net languages it now becomes
*almost* only a matter of preference to which language to use. If I
knew both C# and VB.Net equally I would chose VB.Net because it is
easier to read the code, more English-like.



> 6. Larger windows in Admin Tool for developing work flow (Active
> Links, Filters, Guides, etc.). I have dual 20" monitors and yet I
> frequently have to scroll or click the ellipsis button to see all the
code or objects.


Oh I think that should have been done in v1. However Remedy/BMC appears
to be very slow to improve the development IDE (AKA: Admin
Tool) Maybe v7 will bring a step in this direction?


Making changes to the underlying framework, such as adding a new
keyword, is a large task that would involve a large amount of testing/QA
by BMC. However, making windows larger, adding a $NULL$ button, etc. in
the Admin Tool would be almost trivial to implement. I bet it could be
done in one week with one or two of BMC's great developers. Things like
these should be implemented quickly.



> 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!


SSO can mean different things to different people in different
environments. I was referring to having Remedy [optionally]
automatically authenticate the user when the user has already been
authenticated to the network domain - Windows Server 2003 in our
environment. I agree with you that storing the user's password on the
local computer is not the best practice. Our company is nationwide with
4000+ employees; all authenticate to the Windows domain. There is a lot
of security measures - and personnel - in place to protect the network.
I have confidence in [our implementation of] our Windows authentication
that the possibility for someone to hack into an account is remote. I
would have no apprehension with Remedy+SSO here. The security would
(should?) be like that of Outlook. When I start Outlook I am not
prompted for any password because I have already authenticated to the
domain.


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. :)


> 9. More granularity with installing server patches with the installer
> program. For example, there should be an option to *only* patch DLLs
> and other files and *not* update any forms, fields or work flow.


Or how about just a "standard script format" for applying "file based
patches.
Keep it simple (batch, WSH, sh, Perl[if you want to]) and pick a shell
for the various platforms that you support, but do not just ship me a
set of files and say "go put them where they belong", or "the README.txt
will tell you what to do".

Give me a "INSTALLDIR" setting at the top of the script and a set of
"copy"(cp, etc..) statements in an "unsupported" script for each and
every patch drop. We can edit the file if needed.


I agree. I ended up writing a console application (VB.Net of course)
that automatically creates a batch file that can be later run to: stop
the Remedy services, backup the original files, copy the new files on
top of the existing files, and then restart the Remedy services.
Something like this could be implemented or provided as a downloadable
utility.


ALSO... ALWAYS release a patch as a single ZIP file. (Ok to also release
all individual files, but provide a single zip file download too. I mean
how hard would that really be for you to do? And I know it would save me
a lot of time click on 15-30 files and trying to keep them in the right
directory structure etc...)


> 12. Clarify in writing the exact licensing requirements with ARS on
> SQL Server. After many contacts with our vendor, and our vendor
> directly with BMC, there is no consensus on how to properly license
SQL Server to run ARS.
> Is it by the number of threads, by number of Remedy users? This
> information should be posted on the SupportWeb.


Good luck with that request. I am sure the (BMC) lawyers will only tell
you to "follow the rules of your RDBMS and your BMC software".
Which likely mean that the answer is the highest number/combination you
can invent.


> 13. Fix the KB search on the SupportWeb. After one or two searches I
> have to log out, wait an hour and then log back in to be able to
> search again due to infinite timeouts. This has been going on for
> over a year. It finally reached the point where I simply wrote a
> program that downloads every KB and stores it in a Remedy form so I
can perform my own queries.


I would go one step farther than that...
Give us, your paying customers, WebService based integration to our
support and enhancement process. Let us have an application on our side
that can "submit a ticket", "Search the KB", "Request a License", etc...
Let us register ways for you to send messages back to us (if our
business rules/networks allow for it), Let us write workflow (on our
end) that can remind us that we have not yet received that call back, or
bug fix....

Give us access to SLA type reports on the service that our 18% is paying
for. Help me prove to my management that the money is worth it because
of the service and responsiveness of this (BMC) vendor.



> 14. Add the IP address of users in log files.

And add that as a KEYWORD too. I mean you give us $ TCPPORT $ (which
according to the does does not work for a Web Application, that
exception needs removed/fixed guys) but you do not give us enough
context/connection information in workflow.


An $IPADDRESS$ keyword would be wonderful, in addition to having it in
the log files.


Same "context" comment applies to the VUI keyword too. (IMHO, Filters
should see this value because it might be helpful to build workflow to
allow specific operations based on VUI. Active Link's do not cut it for
anyone with an eye to security and a passing a value in a field via an
active link has it's own security problems too.)

I would really love an %ENV associative array with the users env
settings to be available in workflow (AL and passed up to FL too.) On a
browser it would include details about the Mid-Tier, browser and any
other session bits that you can get your programming hands on too.


I capture the environment when the main control form is loaded in the
application (in the Windows User Tool). I run a Set Fields with
$PROCESS$ cmd.exe /c set This captures all settings. I then parse out
what I need, like COMPUTERNAME. For the mid-tier I capture the IP
Address, network username and domain. These are the only ones I need...
There may be other ways to obtain additional data on the connecting
user.



> 15. Have the option to log to tables instead of text files. This
> could be a regular Remedy form a direct SQL table. This would provide

> increased ability to monitor and troubleshoot a system, would allow
for filtering (ie.
> I only want to query for entries that I made between 2:00pm and
> 2:05pm), could take less time to debug and would allow for reporting.


Here Here. I agree fully.
But the files are also needed (at least as a fall back position for
the server) and maybe should be a redundancy to the tables like the way
a RDBMS deals with a transaction log. Having the logs emit "Server
Events" (so some such construct) would also allow us to write workflow
and monitor/react to errors/log events as they happen too. :)


> 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".


For many of the technicians logging out is fine. Others are constantly
logged into to two computers throughout the day and are not able to be
logged into Remedy on more than one. I am normally logged into three
computers... but I am in the Remedy Administrator group and able to run
Remedy on all the computers.



> 18. Display a message when user has Caps-Lock turned On at the User
> Tool login prompt. It is relatively easy for a user to get locked out

> of the network (when pass-through authentication is used). In some
> companies Remedy/network login IDs are numeric, therefore Caps-Lock
> could be On and the user may not be aware.
>
>
> Stephen



ABSOLUTELY NOT!
This is one of the most stupid Window constructs that I think I have
ever seen. If I want to put a phrase in a password that is in all caps
and I do not want to "Shift+" every letter/number/symbol then I should
be able to use the Caps Lock key. (Without alerting the person looking
over my shoulder that I am typing in caps.) Judicious use of CaPs in a
password is a good thing but knowing if that "6" was a "6" or "^"
makes watching someone type a password harder to do.

If this is implemented, OH Please give me a way to turn it off from the
server!


Making this optional would be fine. In our environment I could make use
of it several times a day.


--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
Never ascribe to malice, that which can be explained by incompetence.



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


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

**
24. In Admin Tool provide ability to search objects. For example, highlight all the Filters in this form that update the zTmpField1 field.

I believe you can do this one as long as your Search database is in Sync. { Tools | Search Objects } Is that what you mean?

20060125This posting was submitted with HTML in it

**
Similar, but more advanced.



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Tuesday, January 31, 2006 3:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
24. In Admin Tool provide ability to search objects. For example, highlight all the Filters in this form that update the zTmpField1 field.

I believe you can do this one as long as your Search database is in Sync. { Tools | Search Objects } Is that what you mean?

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

When you get a customer support survey request, then you are forced to
tell them how you feel about their product which takes some time to do
unless you lie or just click any on anything, otherwise you can't submit
the survey.

Ron

Scotiabank Information Commmons, University of Toronto


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

**

BINGO -=-- That is my Greatest Complaint Right now..
I am thankful for a Installer for Patches.. But you Hit a NERVE ..


-----Original Message-----
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, January 31, 2006 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

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


20060125This posting was submitted with HTML in it

Axton,

We sound like we are mostly on the same page... so here we go.



On 1/31/06, Axton wrote:
> To add some more:
>
>
> - 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.

Sure I am ok with that for the Unix version too. (By "zip" I really
mean a compressed file appropriate for the target OS for the given BMC
product. .tar.gz is cool where that is the standard.)


> 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.


I have seen cases in the past where the M$ "server" did not
reauthenticate the desktop authentication to the domain. So a user
could disconnect from the physical network. Replace the locally stored
password for an account. Authenticate to the desktop then plug back in
to the network and use the credentials that they have now
"confiscated". In the cases that the application server "trusts" the
desktop authentication, and the desktop authentication has been
circumvented (either through hacking or other security
vulnerabilities) then this model falls completely apart. (Which is
exactly why the ARS AREA/SSO model requires the ARS server to
authenticate the user directly and not accept a "client
authentication" done at the Mid-Tier or the User Tool.)

However, with a PKI type infrastructure then a physical part of the
communication is only one part of the link. Assuming the PKI structure
still requires a password from the user then the user must supply that
value at some point in the session. Sure the PKI structure might cache
that for some limited time line (on the client, in memory) and reapply
that authentication as the needs arise, but that time should be as
short as practical and not long enough to impact the risk level to
security as a whole.



> >> "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?


Yes. That is why no application server should trust any desktop
authentication. ( Hey, it is my position and I have yet to see a model
that deals with this to my satisfaction.) There are designed ways to
recover/stomp/reset almost any account in the computing universe. In
fact I can not think of a single system (at the OS layer) that
literally requires a reinstall of the OS to recover
"Administrator"/"root"/etc...


> > 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".

> >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

I think that the stated problem has more to do with the way Remedy
deals with "IP" from the Mid-Tier.

It shows up in the logs from time to time as this
"encrypted"/"encoded" string. ( It is not an IP address form that I
have ever seen before. ) If they actually used the real client IP from
the mid-tier, then using multiple client types from the same client
host should be possible. Since I have yet to get any explanation for
this strange string format I can only assume that is is covering some
"possible security hole" and they are not going to talk about it.

I can use two ARS User Tool clients with the same non-admin account
against an ARS server at the same time from a single host. So my
position is that the "problem" is a flaw in the client that does not
work, or causes the "problem" with the other clients and not the
design of the authentication/license enforcement. (But maybe I am
still standing on my head in the corner and seeing this all from the
wrong perspective. It could happen. :)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
Never ascribe to malice, that which can be explained by incompetence.


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

**


- 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.

Migrator can do this, if I understand what you mean.


20060125This posting was submitted with HTML in it

**
Tim,

Since you asked... a few more.

1-20. From previous emails.

21. Provide the option to right-justify text inside a Character field.

22. In the Admin Tool provide ability to filter objects. One of my forms has 600+ Active Links. When I am viewing the ALs it would be more productive to be able to list only a subset when needed. Filtering criteria could be: by prefix, by date range of last modified, by one or more AL Guides, etc.

23. In the Admin Tool provide ability to hide/show disabled objects. If I have 20 Filters that are disabled and will not be worked on now I would rather not see them - it clutters up the display.

24. In Admin Tool provide ability to search objects. For example, highlight all the Filters in this form that update the zTmpField1 field.

Stephen



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, January 31, 2006 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Stephen....holding things in isn't good for you...so please go ahead and get all your items off of your chest......

:-)

Tim Powell
Vice President
KPBS, Inc.
704-489-8599 (Office)
704-301-1047 (Cell)








From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Monday, January 30, 2006 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
To those on the List and anyone at BMC, I think ARS is an excellent and powerful product. Yet, every product can be improved. Here is my quick list:

1. Full API support in the .Net API. In addition, with each example in the help guide both C# and VB.Net languages should be included.

2. A button for the $NULL$ keyword throughout the Admin Tool (ie. Run If qualification, Set Fields, etc.) - I use this keyword far more than any other.

3. A button for the $NULL$ keyword in the User Tool for Advanced Searches.

4. Save environment settings in Admin Tool and User Tool as they are changed instead of waiting until the user successfully logs out. Occasionally these programs do crash and any settings are lost.

5. Ability to setup the layout of the Admin Tool and press a button/select a menu option to write these settings to the AR System Administrative Preferences form right then.

6. Larger windows in Admin Tool for developing work flow (Active Links, Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have to scroll or click the ellipsis button to see all the code or objects.

7. Quicker turn-around time for purchasing licenses. Once BMC receives the official request from our vendor it seems to take a very long time to receive the license keys. With almost every purchase our vendor (and sometimes me) has had to repeatedly contact BMC to find out when we would receive the license keys.

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

9. More granularity with installing server patches with the installer program. For example, there should be an option to *only* patch DLLs and other files and *not* update any forms, fields or work flow.

10. Support current version of Crystal Reports - at least with the current version of ARS and User Tool. Within 3 months after a new version of Crystal Reports is released [from Business Objects] BMC should endeavor to put out a new patch of the User Tool that supports it. BMC undoubtedly has access to beta and pre-release versions of Crystal Reports months before it is finally released to the public. This should provide ample time to patch the User Tool.

11. Support for current version of SQL Server. Version 2005 was released 3 months with beta versions available for over a year, yet no word on if/when it will be supported. Chances are that 99.9% of ARS would run fine as-is now.

12. Clarify in writing the exact licensing requirements with ARS on SQL Server. After many contacts with our vendor, and our vendor directly with BMC, there is no consensus on how to properly license SQL Server to run ARS. Is it by the number of threads, by number of Remedy users? This information should be posted on the SupportWeb.

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

14. Add the IP address of users in log files.

15. Have the option to log to tables instead of text files. This could be a regular Remedy form a direct SQL table. This would provide increased ability to monitor and troubleshoot a system, would allow for filtering (ie. I only want to query for entries that I made between 2:00pm and 2:05pm), could take less time to debug and would allow for reporting.

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.

17. Provide downloadable training modules and exercises on ARS and other Remedy products. These could be billed by module and/or annual subscription for a set of modules. Microsoft has one implementation that may work (https://www.microsoftelearning.com/default.aspx).

18. Display a message when user has Caps-Lock turned On at the User Tool login prompt. It is relatively easy for a user to get locked out of the network (when pass-through authentication is used). In some companies Remedy/network login IDs are numeric, therefore Caps-Lock could be On and the user may not be aware.

19. Create or help sponsor a Remedy Development Guide book. As far as I know there is no third-party design and development book available for the Remedy administrator or developer. This guide would include topics such as solving particular problems, integration with other Remedy modules, integration with external systems, API usage, best practices, etc.


Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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 20060125This posting was submitted with HTML in it
20060125This posting was submitted with HTML in it

They need to Go BACK and ASK Cecil Lawson how to do surveys..
Cause they Stink !

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Tyro
Sent: Tuesday, January 31, 2006 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

When you get a customer support survey request, then you are forced to
tell them how you feel about their product which takes some time to do
unless you lie or just click any on anything, otherwise you can't submit
the survey.

Ron

Scotiabank Information Commmons, University of Toronto



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


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

**
(I'm on 5.1.2, sorry if any of these features are available in 6.x)

25. Ability to search for escalations by length of interval, or day/time scheduled.
26. Facility to make view forms correctly display and update Oracle, SQL etc. date/time columns, and push/pull date/time values between view forms and other types of Remedy forms.
27. Facility to treat integer fields in view forms as selection fields.


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Tuesday, January 31, 2006 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Tim,

Since you asked... a few more.

1-20. From previous emails.

21. Provide the option to right-justify text inside a Character field.

22. In the Admin Tool provide ability to filter objects. One of my forms has 600+ Active Links. When I am viewing the ALs it would be more productive to be able to list only a subset when needed. Filtering criteria could be: by prefix, by date range of last modified, by one or more AL Guides, etc.

23. In the Admin Tool provide ability to hide/show disabled objects. If I have 20 Filters that are disabled and will not be worked on now I would rather not see them - it clutters up the display.

24. In Admin Tool provide ability to search objects. For example, highlight all the Filters in this form that update the zTmpField1 field.

Stephen



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, January 31, 2006 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Stephen....holding things in isn't good for you...so please go ahead and get all your items off of your chest......

:-)

Tim Powell
Vice President
KPBS, Inc.
704-489-8599 (Office)
704-301-1047 (Cell)








From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Monday, January 30, 2006 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
To those on the List and anyone at BMC, I think ARS is an excellent and powerful product. Yet, every product can be improved. Here is my quick list:

1. Full API support in the .Net API. In addition, with each example in the help guide both C# and VB.Net languages should be included.

2. A button for the $NULL$ keyword throughout the Admin Tool (ie. Run If qualification, Set Fields, etc.) - I use this keyword far more than any other.

3. A button for the $NULL$ keyword in the User Tool for Advanced Searches.

4. Save environment settings in Admin Tool and User Tool as they are changed instead of waiting until the user successfully logs out. Occasionally these programs do crash and any settings are lost.

5. Ability to setup the layout of the Admin Tool and press a button/select a menu option to write these settings to the AR System Administrative Preferences form right then.

6. Larger windows in Admin Tool for developing work flow (Active Links, Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have to scroll or click the ellipsis button to see all the code or objects.

7. Quicker turn-around time for purchasing licenses. Once BMC receives the official request from our vendor it seems to take a very long time to receive the license keys. With almost every purchase our vendor (and sometimes me) has had to repeatedly contact BMC to find out when we would receive the license keys.

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

9. More granularity with installing server patches with the installer program. For example, there should be an option to *only* patch DLLs and other files and *not* update any forms, fields or work flow.

10. Support current version of Crystal Reports - at least with the current version of ARS and User Tool. Within 3 months after a new version of Crystal Reports is released [from Business Objects] BMC should endeavor to put out a new patch of the User Tool that supports it. BMC undoubtedly has access to beta and pre-release versions of Crystal Reports months before it is finally released to the public. This should provide ample time to patch the User Tool.

11. Support for current version of SQL Server. Version 2005 was released 3 months with beta versions available for over a year, yet no word on if/when it will be supported. Chances are that 99.9% of ARS would run fine as-is now.

12. Clarify in writing the exact licensing requirements with ARS on SQL Server. After many contacts with our vendor, and our vendor directly with BMC, there is no consensus on how to properly license SQL Server to run ARS. Is it by the number of threads, by number of Remedy users? This information should be posted on the SupportWeb.

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

14. Add the IP address of users in log files.

15. Have the option to log to tables instead of text files. This could be a regular Remedy form a direct SQL table. This would provide increased ability to monitor and troubleshoot a system, would allow for filtering (ie. I only want to query for entries that I made between 2:00pm and 2:05pm), could take less time to debug and would allow for reporting.

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.

17. Provide downloadable training modules and exercises on ARS and other Remedy products. These could be billed by module and/or annual subscription for a set of modules. Microsoft has one implementation that may work (https://www.microsoftelearning.com/default.aspx).

18. Display a message when user has Caps-Lock turned On at the User Tool login prompt. It is relatively easy for a user to get locked out of the network (when pass-through authentication is used). In some companies Remedy/network login IDs are numeric, therefore Caps-Lock could be On and the user may not be aware.

19. Create or help sponsor a Remedy Development Guide book. As far as I know there is no third-party design and development book available for the Remedy administrator or developer. This guide would include topics such as solving particular problems, integration with other Remedy modules, integration with external systems, API usage, best practices, etc.


Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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 20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it
20060125This posting was submitted with HTML in it

Amen! You have to wonder if they really want the feedback, or if they
only want it if you feel strongly enough about it to work through all
the stuff not related to the support request.


-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Tyro
Sent: Tuesday, January 31, 2006 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

When you get a customer support survey request, then you are forced to
tell them how you feel about their product which takes some time to do
unless you lie or just click any on anything, otherwise you can't submit
the survey.

Ron

Scotiabank Information Commmons, University of Toronto



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


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

**
28. A true datetime field. No more converting between seconds since 1970 and regular date/times.



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of O'Hara, Jim
Sent: Tuesday, January 31, 2006 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
(I'm on 5.1.2, sorry if any of these features are available in 6.x)

25. Ability to search for escalations by length of interval, or day/time scheduled.
26. Facility to make view forms correctly display and update Oracle, SQL etc. date/time columns, and push/pull date/time values between view forms and other types of Remedy forms.
27. Facility to treat integer fields in view forms as selection fields.


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Tuesday, January 31, 2006 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Tim,

Since you asked... a few more.

1-20. From previous emails.

21. Provide the option to right-justify text inside a Character field.

22. In the Admin Tool provide ability to filter objects. One of my forms has 600+ Active Links. When I am viewing the ALs it would be more productive to be able to list only a subset when needed. Filtering criteria could be: by prefix, by date range of last modified, by one or more AL Guides, etc.

23. In the Admin Tool provide ability to hide/show disabled objects. If I have 20 Filters that are disabled and will not be worked on now I would rather not see them - it clutters up the display.

24. In Admin Tool provide ability to search objects. For example, highlight all the Filters in this form that update the zTmpField1 field.

Stephen



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, January 31, 2006 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Stephen....holding things in isn't good for you...so please go ahead and get all your items off of your chest......

:-)

Tim Powell
Vice President
KPBS, Inc.
704-489-8599 (Office)
704-301-1047 (Cell)








From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Monday, January 30, 2006 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
To those on the List and anyone at BMC, I think ARS is an excellent and powerful product. Yet, every product can be improved. Here is my quick list:

1. Full API support in the .Net API. In addition, with each example in the help guide both C# and VB.Net languages should be included.

2. A button for the $NULL$ keyword throughout the Admin Tool (ie. Run If qualification, Set Fields, etc.) - I use this keyword far more than any other.

3. A button for the $NULL$ keyword in the User Tool for Advanced Searches.

4. Save environment settings in Admin Tool and User Tool as they are changed instead of waiting until the user successfully logs out. Occasionally these programs do crash and any settings are lost.

5. Ability to setup the layout of the Admin Tool and press a button/select a menu option to write these settings to the AR System Administrative Preferences form right then.

6. Larger windows in Admin Tool for developing work flow (Active Links, Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have to scroll or click the ellipsis button to see all the code or objects.

7. Quicker turn-around time for purchasing licenses. Once BMC receives the official request from our vendor it seems to take a very long time to receive the license keys. With almost every purchase our vendor (and sometimes me) has had to repeatedly contact BMC to find out when we would receive the license keys.

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

9. More granularity with installing server patches with the installer program. For example, there should be an option to *only* patch DLLs and other files and *not* update any forms, fields or work flow.

10. Support current version of Crystal Reports - at least with the current version of ARS and User Tool. Within 3 months after a new version of Crystal Reports is released [from Business Objects] BMC should endeavor to put out a new patch of the User Tool that supports it. BMC undoubtedly has access to beta and pre-release versions of Crystal Reports months before it is finally released to the public. This should provide ample time to patch the User Tool.

11. Support for current version of SQL Server. Version 2005 was released 3 months with beta versions available for over a year, yet no word on if/when it will be supported. Chances are that 99.9% of ARS would run fine as-is now.

12. Clarify in writing the exact licensing requirements with ARS on SQL Server. After many contacts with our vendor, and our vendor directly with BMC, there is no consensus on how to properly license SQL Server to run ARS. Is it by the number of threads, by number of Remedy users? This information should be posted on the SupportWeb.

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

14. Add the IP address of users in log files.

15. Have the option to log to tables instead of text files. This could be a regular Remedy form a direct SQL table. This would provide increased ability to monitor and troubleshoot a system, would allow for filtering (ie. I only want to query for entries that I made between 2:00pm and 2:05pm), could take less time to debug and would allow for reporting.

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.

17. Provide downloadable training modules and exercises on ARS and other Remedy products. These could be billed by module and/or annual subscription for a set of modules. Microsoft has one implementation that may work (https://www.microsoftelearning.com/default.aspx).

18. Display a message when user has Caps-Lock turned On at the User Tool login prompt. It is relatively easy for a user to get locked out of the network (when pass-through authentication is used). In some companies Remedy/network login IDs are numeric, therefore Caps-Lock could be On and the user may not be aware.

19. Create or help sponsor a Remedy Development Guide book. As far as I know there is no third-party design and development book available for the Remedy administrator or developer. This guide would include topics such as solving particular problems, integration with other Remedy modules, integration with external systems, API usage, best practices, etc.


Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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 20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it
20060125This posting was submitted with HTML in it

** **

Matt:

The issue here is that we can't tell what has been submitted before. I feel as if most all of my suggestions are obvious, and have probably been submitted many times..



I think this thread is great, and if Dan might approve, I think it would be great is if the list would submit a consolidated list to BMC.



The collaboration the list users are freely providing costs other companies thousands of dollars to collect; maybe they will appreciate it.



Bert Shuler



-----Original Message-----
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

*****

"The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential, proprietary, and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." 118

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

Most companies will want to correlate the enhancements requested with the particular customers asking for the change so they can sense what their big money customers want to do and give them priority if possible. A consolidated list like this is useful, but we could do better by filing them individually too. Just take the big list and file a subset you want.

Many moons ago I filed enhancement requests. Most of them showed up after a while. I even got an explanation for why one of them would not ever be done.

Vote as often as possible. 8)


On 1/31/06, Shuler, Albert wrote:

** **

Matt:

The issue here is that we can't tell what has been submitted before. I feel as if most all of my suggestions are obvious, and have probably been submitted many times..



I think this thread is great, and if Dan might approve, I think it would be great is if the list would submit a consolidated list to BMC.



The collaboration the list users are freely providing costs other companies thousands of dollars to collect; maybe they will appreciate it.



Bert Shuler



-----Original Message-----
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



*****

"The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential, proprietary, and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." 118

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




--
-al

**
27 is in fact possible in 6.3...not sure about 6.0



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of O'Hara, Jim
Sent: Tuesday, January 31, 2006 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
(I'm on 5.1.2, sorry if any of these features are available in 6.x)

25. Ability to search for escalations by length of interval, or day/time scheduled.
26. Facility to make view forms correctly display and update Oracle, SQL etc. date/time columns, and push/pull date/time values between view forms and other types of Remedy forms.
27. Facility to treat integer fields in view forms as selection fields.


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Tuesday, January 31, 2006 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Tim,

Since you asked... a few more.

1-20. From previous emails.

21. Provide the option to right-justify text inside a Character field.

22. In the Admin Tool provide ability to filter objects. One of my forms has 600+ Active Links. When I am viewing the ALs it would be more productive to be able to list only a subset when needed. Filtering criteria could be: by prefix, by date range of last modified, by one or more AL Guides, etc.

23. In the Admin Tool provide ability to hide/show disabled objects. If I have 20 Filters that are disabled and will not be worked on now I would rather not see them - it clutters up the display.

24. In Admin Tool provide ability to search objects. For example, highlight all the Filters in this form that update the zTmpField1 field.

Stephen



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, January 31, 2006 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
Stephen....holding things in isn't good for you...so please go ahead and get all your items off of your chest......

:-)

Tim Powell
Vice President
KPBS, Inc.
704-489-8599 (Office)
704-301-1047 (Cell)








From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Heider, Stephen
Sent: Monday, January 30, 2006 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
To those on the List and anyone at BMC, I think ARS is an excellent and powerful product. Yet, every product can be improved. Here is my quick list:

1. Full API support in the .Net API. In addition, with each example in the help guide both C# and VB.Net languages should be included.

2. A button for the $NULL$ keyword throughout the Admin Tool (ie. Run If qualification, Set Fields, etc.) - I use this keyword far more than any other.

3. A button for the $NULL$ keyword in the User Tool for Advanced Searches.

4. Save environment settings in Admin Tool and User Tool as they are changed instead of waiting until the user successfully logs out. Occasionally these programs do crash and any settings are lost.

5. Ability to setup the layout of the Admin Tool and press a button/select a menu option to write these settings to the AR System Administrative Preferences form right then.

6. Larger windows in Admin Tool for developing work flow (Active Links, Filters, Guides, etc.). I have dual 20" monitors and yet I frequently have to scroll or click the ellipsis button to see all the code or objects.

7. Quicker turn-around time for purchasing licenses. Once BMC receives the official request from our vendor it seems to take a very long time to receive the license keys. With almost every purchase our vendor (and sometimes me) has had to repeatedly contact BMC to find out when we would receive the license keys.

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

9. More granularity with installing server patches with the installer program. For example, there should be an option to *only* patch DLLs and other files and *not* update any forms, fields or work flow.

10. Support current version of Crystal Reports - at least with the current version of ARS and User Tool. Within 3 months after a new version of Crystal Reports is released [from Business Objects] BMC should endeavor to put out a new patch of the User Tool that supports it. BMC undoubtedly has access to beta and pre-release versions of Crystal Reports months before it is finally released to the public. This should provide ample time to patch the User Tool.

11. Support for current version of SQL Server. Version 2005 was released 3 months with beta versions available for over a year, yet no word on if/when it will be supported. Chances are that 99.9% of ARS would run fine as-is now.

12. Clarify in writing the exact licensing requirements with ARS on SQL Server. After many contacts with our vendor, and our vendor directly with BMC, there is no consensus on how to properly license SQL Server to run ARS. Is it by the number of threads, by number of Remedy users? This information should be posted on the SupportWeb.

13. Fix the KB search on the SupportWeb. After one or two searches I have to log out, wait an hour and then log back in to be able to search again due to infinite timeouts. This has been going on for over a year. It finally reached the point where I simply wrote a program that downloads every KB and stores it in a Remedy form so I can perform my own queries.

14. Add the IP address of users in log files.

15. Have the option to log to tables instead of text files. This could be a regular Remedy form a direct SQL table. This would provide increased ability to monitor and troubleshoot a system, would allow for filtering (ie. I only want to query for entries that I made between 2:00pm and 2:05pm), could take less time to debug and would allow for reporting.

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.

17. Provide downloadable training modules and exercises on ARS and other Remedy products. These could be billed by module and/or annual subscription for a set of modules. Microsoft has one implementation that may work (https://www.microsoftelearning.com/default.aspx).

18. Display a message when user has Caps-Lock turned On at the User Tool login prompt. It is relatively easy for a user to get locked out of the network (when pass-through authentication is used). In some companies Remedy/network login IDs are numeric, therefore Caps-Lock could be On and the user may not be aware.

19. Create or help sponsor a Remedy Development Guide book. As far as I know there is no third-party design and development book available for the Remedy administrator or developer. This guide would include topics such as solving particular problems, integration with other Remedy modules, integration with external systems, API usage, best practices, etc.


Stephen





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 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 20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it 20060125This posting was submitted with HTML in it
20060125This posting was submitted with HTML in it

Some more:

- Requiring oracle system level access when doing a new install with
an oracle backend. Give instructions/sql scripts that dba's can
examine and use to create the tablespace(s), user, session parameters,
etc. so that they can do their jobs and we can do ours.

- Some installs state they need to be run as root (flashboards?) when
in fact they do not. This makes me nervous as I have seen how some of
the install scripts are written. Pause the install script and create
a script that the person can run as root in another terminal if
installing as a non-root user. Something like /tmp/root.sh. In fact,
completely disallow root installations altogether. Who runs Remedy on
a tcp port < 1024? This is the only reason I can think of that Remedy
needs to run as root.

- Some application have not had any attention in several versions;
like eie, approval, and others. As far as I know everyone who bought
these products and has a valid support contract never stopped paying
support on them. In fact if I remember correctly, the base arserver
list price increased when approval was bundled with it; which means
support costs for the base arserver rose as well.

Axton

On 1/31/06, Alfred Differ wrote:
> Most companies will want to correlate the enhancements requested with the
> particular customers asking for the change so they can sense what their big
> money customers want to do and give them priority if possible. A
> consolidated list like this is useful, but we could do better by filing them
> individually too. Just take the big list and file a subset you want.
>
> Many moons ago I filed enhancement requests. Most of them showed up after a
> while. I even got an explanation for why one of them would not ever be
> done.
>
> Vote as often as possible. 8)
>
>
> On 1/31/06, Shuler, Albert wrote:
> > ** **
> >
> >
> > Matt:
> >
> > The issue here is that we can't tell what has been submitted before. I
> feel as if most all of my suggestions are obvious, and have probably been
> submitted many times..
> >
> >
> >
> > I think this thread is great, and if Dan might approve, I think it would
> be great is if the list would submit a consolidated list to BMC.
> >
> >
> >
> > The collaboration the list users are freely providing costs other
> companies thousands of dollars to collect; maybe they will appreciate it.
> >
> >
> >
> > Bert Shuler
> >
> >
> >
> > -----Original Message-----
> > 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… J
> >
> >
> >
> > 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
> >
> > *****
> >
> > "The information transmitted is intended only for the person or entity to
> which it is addressed and may contain confidential, proprietary, and/or
> privileged material. Any review, retransmission, dissemination or other use
> of, or taking of any action in reliance upon this information by persons or
> entities other than the intended recipient is prohibited. If you received
> this in error, please contact the sender and delete the material from all
> computers." 118
> > 20060125This posting was
> submitted with HTML in it
> 20060125This posting was submitted
> with HTML in it
>
>
>
> --
> -al

**
27 will work all the way back to 5.1.2. (We do it here in 5.1.2 with no problems) Create your selection field on the View form as normal and on the Database tab fill out the 2 view information fields.

Fred



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of L. J. Head
Sent: Tuesday, January 31, 2006 5:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
27 is in fact possible in 6.3...not sure about 6.0



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of O'Hara, Jim
Sent: Tuesday, January 31, 2006 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
(I'm on 5.1.2, sorry if any of these features are available in 6.x)

25. Ability to search for escalations by length of interval, or day/time scheduled.
26. Facility to make view forms correctly display and update Oracle, SQL etc. date/time columns, and push/pull date/time values between view forms and other types of Remedy forms.
27. Facility to treat integer fields in view forms as selection fields.



(thread truncated ... )





20060125This posting was submitted with HTML in it

When working on an Active Link / Filter I would like to know it that object
is part of a guide.

I would like to be able to have “triggers” that would turn on/off logging.
This would allow me to isolate workflow I would like to log for bug/fix
tracking.

I would like to be able execute workflow before execution order “0”.

I would like to be able to identify users who performs inefficient or
searches. It would be a dream come trough if the only the user ID, IP
Address, workflow and SQL was logged for inefficient searches.

A new “form search permission” that only allows users to perform QBE
searches on indexed fields.

And most important I would like all the wonderful suggestions listed on
this topic to be included in ARS7.0.

All the best
Terje
Mogle Consulting Ltd
terje@moglestue.com


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

**
Yeah.. I agree with that one. It has bitten me several times.

>>> niklas.asplund.list@GMAIL.COM 1/31/2006 11:47 pm >>>
I don't know if it has been mentioned earlier... There are quiet a lot of
nice suggestions in this thread.

What I am missing is in the admintool is an undo functionality.
I don't mean version handling, I mean if you accidentally move a field for
example.
All other windows programs have this... CTRL + Z .... Why not the
admintool??

// Niklas


On 01/02/06, Terje Moglestue wrote:
>
> When working on an Active Link / Filter I would like to know it that
> object
> is part of a guide.
>
> I would like to be able to have "triggers" that would turn on/off logging.
> This would allow me to isolate workflow I would like to log for bug/fix
> tracking.
>
> I would like to be able execute workflow before execution order "0".
>
> I would like to be able to identify users who performs inefficient or
> searches. It would be a dream come trough if the only the user ID, IP
> Address, workflow and SQL was logged for inefficient searches.
>
> A new "form search permission" that only allows users to perform QBE
> searches on indexed fields.
>
> And most important I would like all the wonderful suggestions listed on
> this topic to be included in ARS7.0.
>
> All the best
> Terje
> Mogle Consulting Ltd
> terje@moglestue.com
>
>
>
> UNSUBSCRIBE or access ARSlist Archives at http://www.ARSLIST.org
>


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

20060125This posting was submitted with HTML in it

**
I don't know if it has been mentioned earlier... There are quiet a lot of nice suggestions in this thread.

What I am missing is in the admintool is an undo functionality.
I don't mean version handling, I mean if you accidentally move a field for example.
All other windows programs have this... CTRL + Z .... Why not the admintool??

// Niklas


On 01/02/06, Terje Moglestue wrote:

When working on an Active Link / Filter I would like to know it that object
is part of a guide.

I would like to be able to have "triggers" that would turn on/off logging.
This would allow me to isolate workflow I would like to log for bug/fix
tracking.

I would like to be able execute workflow before execution order "0".

I would like to be able to identify users who performs inefficient or
searches. It would be a dream come trough if the only the user ID, IP
Address, workflow and SQL was logged for inefficient searches.

A new "form search permission" that only allows users to perform QBE
searches on indexed fields.

And most important I would like all the wonderful suggestions listed on
this topic to be included in ARS7.0.

All the best
Terje
Mogle Consulting Ltd
terje@moglestue.com


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



20060125This posting was submitted with HTML in it

Just a couple of my own, have tried to submit them through as RFE-s many times.



42: TR.- and DB.-values available in filter actions
43: Be able to attach Menus to Table-field-columns (with the menu displayed inline in
the column if it is editable (hey, when did they correct the "edible"-label in admin?).
44: View forms as part of Remedy join forms.
45: Isolated commits in filters


How about setting up a birds-of-a-feather-session at next RUG/BMC User world
where we discuss and produce a RFE-list ("What we wish for christmas....")

/aw


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

My two cents on the subject

46: Exception handling. I would like to be able to catch errors in ARS.
47: Run-if. I would like to have run-if for every action in an filter/eskalation/activelink so one could minimize the number of filter.
48: A more evolved plugin-server, so one could build integrations (that can handle attachments) using web services (I have some bad experiences with this).

//Morgan



-----Ursprungligt meddelande-----
Från: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] För Anders Wilhelm
Skickat: den 1 februari 2006 12:27
Till: arslist@ARSLIST.ORG
Ämne: Re: What Bugs you about Remedy?


Just a couple of my own, have tried to submit them through as RFE-s many times.



42: TR.- and DB.-values available in filter actions
43: Be able to attach Menus to Table-field-columns (with the menu displayed inline in
the column if it is editable (hey, when did they correct the "edible"-label in admin?).
44: View forms as part of Remedy join forms.
45: Isolated commits in filters


How about setting up a birds-of-a-feather-session at next RUG/BMC User world
where we discuss and produce a RFE-list ("What we wish for christmas....")

/aw


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


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

We are getting a MONSTROUS wish list. Is anybody going to
present it to Remedy, or do we just assume that they are
reading the ARSlist and are paying attention?

Dwayne Martin
James Madison University

---- Original message ----
>Date: Wed, 1 Feb 2006 07:53:41 -0700
>From: Scott Ames
>Subject: Re: What Bugs you about Remedy?
>To: arslist@ARSLIST.ORG
>
> ** Yeah.. I agree with that one. It has bitten me
> several times.
>
> >>> niklas.asplund.list@GMAIL.COM 1/31/2006 11:47 pm
> >>>
> I don't know if it has been mentioned earlier...
> There are quiet a lot of
> nice suggestions in this thread.
>
> What I am missing is in the admintool is an undo
> functionality.
> I don't mean version handling, I mean if you
> accidentally move a field for
> example.
> All other windows programs have this... CTRL + Z
> .... Why not the
> admintool??
>
> // Niklas
>
> On 01/02/06, Terje Moglestue
> wrote:
> >
> > When working on an Active Link / Filter I would
> like to know it that
> > object
> > is part of a guide.
> >
> > I would like to be able to have "triggers" that
> would turn on/off logging.
> > This would allow me to isolate workflow I would
> like to log for bug/fix
> > tracking.
> >
> > I would like to be able execute workflow before
> execution order "0".
> >
> > I would like to be able to identify users who
> performs inefficient or
> > searches. It would be a dream come trough if the
> only the user ID, IP
> > Address, workflow and SQL was logged for
> inefficient searches.
> >
> > A new "form search permission" that only allows
> users to perform QBE
> > searches on indexed fields.
> >
> > And most important I would like all the wonderful
> suggestions listed on
> > this topic to be included in ARS7.0.
> >
> > All the best
> > Terje
> > Mogle Consulting Ltd
> > terje@moglestue.com
> >
> >
> >
>

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

> UNSUBSCRIBE or access ARSlist Archives at
> http://www.ARSLIST.org
> 20060125This posting was
> submitted with HTML in it

Dwayne Martin
Computing Support
James Madison University


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

EVERYBODY needs to go to supportweb and create an enhancement request
for each of the items you would like to see.

FYI: I know they added some things to the admin tool for v7 (at least
in the demo at RUG). The thing I can remember right now is the Visio
style space evenly buttons.

Fred

-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dwayne Martin
Sent: Wednesday, February 01, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

We are getting a MONSTROUS wish list. Is anybody going to present it to
Remedy, or do we just assume that they are reading the ARSlist and are
paying attention?

Dwayne Martin
James Madison University

---- Original message ----
>Date: Wed, 1 Feb 2006 07:53:41 -0700
>From: Scott Ames
>Subject: Re: What Bugs you about Remedy?
>To: arslist@ARSLIST.ORG
>
> ** Yeah.. I agree with that one. It has bitten me
> several times.
>
> >>> niklas.asplund.list@GMAIL.COM 1/31/2006 11:47 pm
> >>>
> I don't know if it has been mentioned earlier...
> There are quiet a lot of
> nice suggestions in this thread.
>
> What I am missing is in the admintool is an undo
> functionality.
> I don't mean version handling, I mean if you
> accidentally move a field for
> example.
> All other windows programs have this... CTRL + Z
> .... Why not the
> admintool??
>
> // Niklas
>
> On 01/02/06, Terje Moglestue
> wrote:
> >
> > When working on an Active Link / Filter I would
> like to know it that
> > object
> > is part of a guide.
> >
> > I would like to be able to have "triggers" that
> would turn on/off logging.
> > This would allow me to isolate workflow I would
> like to log for bug/fix
> > tracking.
> >
> > I would like to be able execute workflow before
> execution order "0".
> >
> > I would like to be able to identify users who
> performs inefficient or
> > searches. It would be a dream come trough if the
> only the user ID, IP
> > Address, workflow and SQL was logged for
> inefficient searches.
> >
> > A new "form search permission" that only allows
> users to perform QBE
> > searches on indexed fields.
> >
> > And most important I would like all the wonderful
> suggestions listed on
> > this topic to be included in ARS7.0.
> >
> > All the best
> > Terje
> > Mogle Consulting Ltd
> > terje@moglestue.com
> >
> >
> >
>


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


> UNSUBSCRIBE or access ARSlist Archives at
> http://www.ARSLIST.org
> 20060125This posting was
> submitted with HTML in it

Dwayne Martin
Computing Support
James Madison University



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


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

I hate to be Captain Bringdown here, but as good as many of these suggestions are, the code for v7 is probably pretty much set by now, so don't expect many of these to be in that version. Let's definitely get them in for v8, though.

Most importantly, let's keep hammering Remedy to provide us an RFE system that isn't a black hole, or to better publicize a better one that's available.




Rick Cook * Remedy Approved Consultant * Denali Advanced Integration * (253) 278-4112



From: Action Request System discussion list(ARSList) on behalf of Dwayne Martin
Sent: Wed 2/1/2006 7:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?




We are getting a MONSTROUS wish list. Is anybody going to
present it to Remedy, or do we just assume that they are
reading the ARSlist and are paying attention?

Dwayne Martin
James Madison University

---- Original message ----
>Date: Wed, 1 Feb 2006 07:53:41 -0700
>From: Scott Ames
>Subject: Re: What Bugs you about Remedy?
>To: arslist@ARSLIST.ORG
>
> ** Yeah.. I agree with that one. It has bitten me
> several times.
>
> >>> niklas.asplund.list@GMAIL.COM 1/31/2006 11:47 pm
> >>>
> I don't know if it has been mentioned earlier...
> There are quiet a lot of
> nice suggestions in this thread.
>
> What I am missing is in the admintool is an undo
> functionality.
> I don't mean version handling, I mean if you
> accidentally move a field for
> example.
> All other windows programs have this... CTRL + Z
> .... Why not the
> admintool??
>
> // Niklas
>
> On 01/02/06, Terje Moglestue
> wrote:
> >
> > When working on an Active Link / Filter I would
> like to know it that
> > object
> > is part of a guide.
> >
> > I would like to be able to have "triggers" that
> would turn on/off logging.
> > This would allow me to isolate workflow I would
> like to log for bug/fix
> > tracking.
> >
> > I would like to be able execute workflow before
> execution order "0".
> >
> > I would like to be able to identify users who
> performs inefficient or
> > searches. It would be a dream come trough if the
> only the user ID, IP
> > Address, workflow and SQL was logged for
> inefficient searches.
> >
> > A new "form search permission" that only allows
> users to perform QBE
> > searches on indexed fields.
> >
> > And most important I would like all the wonderful
> suggestions listed on
> > this topic to be included in ARS7.0.
> >
> > All the best
> > Terje
> > Mogle Consulting Ltd
> > terje@moglestue.com
> >
> >
> >
>

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

> UNSUBSCRIBE or access ARSlist Archives at
> http://www.ARSLIST.org
> 20060125This posting was
> submitted with HTML in it

Dwayne Martin
Computing Support
James Madison University


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




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**

Hi everyone,
I am sure that if Remedy were to incorporate all the items on this Wishlist, it would be a breeze using it, with suggestions coming in from leading technology experts !

I don't really know whether Remedy is working on this feature that I am adding to this wishlist ...

I would love the Remedy Migrator to include a feature that allows you to create custom mappings between the fields on two forms like the import utility allows you to. That I feel would enhance the functionality of Migrator to a great extent ! I am not sure if this can be done in the current version of Migrator :)

Regards,
Krishnakumar



-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto: arslist@ARSLIST.ORG ] On Behalf Of Dwayne Martin
Sent: Wednesday, February 01, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?

We are getting a MONSTROUS wish list. Is anybody going to present it to
Remedy, or do we just assume that they are reading the ARSlist and are
paying attention?

Dwayne Martin
James Madison University

---- Original message ----
>Date: Wed, 1 Feb 2006 07:53:41 -0700
>From: Scott Ames
>Subject: Re: What Bugs you about Remedy?
>To: arslist@ARSLIST.ORG
>
> ** Yeah.. I agree with that one. It has bitten me
> several times.
>
> >>> niklas.asplund.list@GMAIL.COM 1/31/2006 11:47 pm
> >>>
> I don't know if it has been mentioned earlier...
> There are quiet a lot of
> nice suggestions in this thread.
>
> What I am missing is in the admintool is an undo
> functionality.
> I don't mean version handling, I mean if you
> accidentally move a field for
> example.
> All other windows programs have this... CTRL + Z
> .... Why not the
> admintool??
>
> // Niklas
>
> On 01/02/06, Terje Moglestue < terje@moglestue.com>
> wrote:
> >
> > When working on an Active Link / Filter I would
> like to know it that
> > object
> > is part of a guide.
> >
> > I would like to be able to have "triggers" that
> would turn on/off logging.
> > This would allow me to isolate workflow I would
> like to log for bug/fix
> > tracking.
> >
> > I would like to be able execute workflow before
> execution order "0".
> >
> > I would like to be able to identify users who
> performs inefficient or
> > searches. It would be a dream come trough if the
> only the user ID, IP
> > Address, workflow and SQL was logged for
> inefficient searches.
> >
> > A new "form search permission" that only allows
> users to perform QBE
> > searches on indexed fields.
> >
> > And most important I would like all the wonderful
> suggestions listed on
> > this topic to be included in ARS7.0.
> >
> > All the best
> > Terje
> > Mogle Consulting Ltd
> > terje@moglestue.com
> >
> >
> >
>


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


> UNSUBSCRIBE or access ARSlist Archives at
> http://www.ARSLIST.org
> 20060125This posting was
> submitted with HTML in it

Dwayne Martin
Computing Support
James Madison University



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


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



20060125This posting was submitted with HTML in it

**
I would like them to make it possible to display a report in Excel. There was a workaround in 5.x, and our users really appreciate us implementing it. Unfortunately, the workaround isn't functional in 6.3, and I am sure we will hear complaints as soon as we upgrade.



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 AM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] 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 elaborate on the ODBC driver item. Would be helpful to have an
ODBC driver for Remedy that is ODBC 3.x compliant and available for
all supported platforms. Would open the door to jdbc, complex
reporting, and other uses.

For more information on what ODBC 3.x compliance entails, see:

General Specification Info:
http://windowssdk.msdn.microsoft.com/library/default.asp?url=/library/en-us/Odbc/htm/odbcodbcandthestandardcli.asp

Supported Calls:
http://windowssdk.msdn.microsoft.com/library/default.asp?url=/library/en-us/Odbc/htm/odbcodbcapireference.asp

Axton


On 2/1/06, Pierce, Catherine A. wrote:
> **
> I would like them to make it possible to display a report in Excel. There
> was a workaround in 5.x, and our users really appreciate us implementing it.
> Unfortunately, the workaround isn't functional in 6.3, and I am sure we
> will hear complaints as soon as we upgrade.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
> Sent: Monday, January 30, 2006 11:31 AM
> To: arslist@ARSLIST.ORG
> Subject: [ARSLIST] 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


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

I don't understand this one - you can already dump a report to a .csv - that's been available for a long time, and that's apart from DDE and OLE functionality that exists to interact with MS applications. And you can attach an Excel sheet (or any other doc) in an attachment field. Am I not understanding what you mean?

Rick




From: Action Request System discussion list(ARSList) on behalf of Pierce, Catherine A.
Sent: Wed 2/1/2006 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?




**
I would like them to make it possible to display a report in Excel. There was a workaround in 5.x, and our users really appreciate us implementing it. Unfortunately, the workaround isn't functional in 6.3, and I am sure we will hear complaints as soon as we upgrade.



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 AM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] 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


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

**
The way I accomplish this in the Windows User Tool with ARS 6.3:

1. Build a string that contains the report.

1a. Create any header lines, with each line ending in a Return.

1b. Create detail lines that have the columns tab-delimited, with each line ending in a Return. For example, FirstName tab LastName Tab PhoneNumber Return.

1c. Create any footer lines, with each line ending in a Return.

2. Save the string to a text file in a folder on the local hard drive (ie. c:\temp). I use a GUID + ".txt" for the filename to ensure that it is always unique.

3. Run Excel with the name of the text file. Excel will load the file with the detail lines in the proper columns.

Note that the report is not formatted (bold, colors, italics, borders, etc.) but it works. Onve the data is in Excel you can create charts/graphs and make it look nice.

Comments:
With reports that will always be less than 8000 characters I prefer to call a UDF from the DBMS (SQL Server 2000) in the Active Link or Filter.

With reports that could be more than 8000 characters I call a stored procedure which populates a temp table - one row per line in the report. So that the lines on the report are in the proper order I have a Section column and a SortOrder column. For headers I set Section=1, Detail Lines - Section=2, Footers - Section=3. These columns allow you to generate the rows in any order. For example, in some reports I have the Totals listed in the header. Yet the totals are not known until after processing the detail lines. I simply set Section=1 to ensure the totals appear at the top. The SortOrder column determines how each row within each section is sorted. After the temp table is populated the next line in the Filter I run bcp.exe to query the temp table in a sorted order. The results of the query are stored to a character field.

To run Excel, I first locate the the Excel.exe file. It is usually only in one or two locations on the local hard drive. To locate, I issue a Set Fields command $PROCESS$ cmd.exe /c "if exist """$zTmpField1$""" (echo Yes) else (echo No)" whereas zTmpField1 contains the full path where I think it may be, for example "C:\Program Files\Microsoft Office\OFFICE11\Excel.EXE" for Excel 2003. If it is not there then I check for where it would be for Excel 2002. If you think you may use Excel in more than one place within your application store this value in a Global field and populate it when the main control form is loaded. This way you can easily access the Excel path from any form in your system.

HTH
Stephen




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierce, Catherine A.
Sent: Wednesday, February 01, 2006 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?


**
I would like them to make it possible to display a report in Excel. There was a workaround in 5.x, and our users really appreciate us implementing it. Unfortunately, the workaround isn't functional in 6.3, and I am sure we will hear complaints as soon as we upgrade.



From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
Sent: Monday, January 30, 2006 11:31 AM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] 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
20060125This posting was submitted with HTML in it

I would like to be able to refer a field in a Guide Goto Label. Then
more dynamic workflow can be used.

--
Jarl


On 2/1/06, Heider, Stephen wrote:
> **
> The way I accomplish this in the Windows User Tool with ARS 6.3:
>
> 1. Build a string that contains the report.
>
> 1a. Create any header lines, with each line ending in a Return.
>
> 1b. Create detail lines that have the columns tab-delimited, with each
> line ending in a Return. For example, FirstName tab LastName Tab
> PhoneNumber Return.
>
> 1c. Create any footer lines, with each line ending in a Return.
>
> 2. Save the string to a text file in a folder on the local hard drive (ie.
> c:\temp). I use a GUID + ".txt" for the filename to ensure that it is
> always unique.
>
> 3. Run Excel with the name of the text file. Excel will load the file with
> the detail lines in the proper columns.
>
> Note that the report is not formatted (bold, colors, italics, borders, etc.)
> but it works. Onve the data is in Excel you can create charts/graphs and
> make it look nice.
>
> Comments:
> With reports that will always be less than 8000 characters I prefer to call
> a UDF from the DBMS (SQL Server 2000) in the Active Link or Filter.
>
> With reports that could be more than 8000 characters I call a stored
> procedure which populates a temp table - one row per line in the report. So
> that the lines on the report are in the proper order I have a Section column
> and a SortOrder column. For headers I set Section=1, Detail Lines -
> Section=2, Footers - Section=3. These columns allow you to generate the
> rows in any order. For example, in some reports I have the Totals listed in
> the header. Yet the totals are not known until after processing the detail
> lines. I simply set Section=1 to ensure the totals appear at the top. The
> SortOrder column determines how each row within each section is sorted.
> After the temp table is populated the next line in the Filter I run bcp.exe
> to query the temp table in a sorted order. The results of the query are
> stored to a character field.
>
> To run Excel, I first locate the the Excel.exe file. It is usually only in
> one or two locations on the local hard drive. To locate, I issue a Set
> Fields command $PROCESS$ cmd.exe /c "if exist """$zTmpField1$""" (echo Yes)
> else (echo No)" whereas zTmpField1 contains the full path where I think it
> may be, for example "C:\Program Files\Microsoft Office\OFFICE11\Excel.EXE"
> for Excel 2003. If it is not there then I check for where it would be for
> Excel 2002. If you think you may use Excel in more than one place within
> your application store this value in a Global field and populate it when the
> main control form is loaded. This way you can easily access the Excel path
> from any form in your system.
>
> HTH
> Stephen
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierce, Catherine A.
> Sent: Wednesday, February 01, 2006 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: What Bugs you about Remedy?
>
> **
> I would like them to make it possible to display a report in Excel. There
> was a workaround in 5.x, and our users really appreciate us implementing it.
> Unfortunately, the workaround isn't functional in 6.3, and I am sure we
> will hear complaints as soon as we upgrade.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Ames
> Sent: Monday, January 30, 2006 11:31 AM
> To: arslist@ARSLIST.ORG
> Subject: [ARSLIST] 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 20060125This
> posting was submitted with HTML in it


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

**

This is an interesting question. I believe ARS is one of the best development environments I've experienced. However I believe the application called ITSM needs some improvement. The following are bugs I have seen:

- no referential integrity at many key places of ITSM. If you delete something one place, it should delete it on all supporting tables. There are so many occurrences of this in ITSM that I don't want to name specifics.

- Out-of-the-box Reporting capability on the Consoles is just bad. Only an experienced Administrator can figure it out. I am always altering this for my user community.

- Change Request Templates do not work! I have had to build my own using the dreaded GUID. Oh, by the way, the GUID process could be made a little simpler.

- Now an ARS complaint. The overall philosophy of a Remedy ARS system is to hide low level coding (such as C, SQL and XML). I'd like to see the ARDBC creation become like the Web Services process. Hide everything, and make the interface between different DBMSs a form selection process. Good grief, they do it everywhere else. Incorporate it in a new type of form or just call it ARDBC form. When you actually write one of these, the "C" ends up a template anyways! Why not package this into a form process.

- Another complaint about ARS. The function "Display as Text" needs to allow a border around the hidden box. I'm tired of adding an additional box around "Display as Text" fields.

This is all I can think of right now,
Gordon Frank
US Army

20060125This posting was submitted with HTML in it

**

On 02/02/06, Frank, Gordon Mr 114th Sig BN wrote:

**

This is an interesting question. I believe ARS is one of the best development environments I've experienced. However I believe the application called ITSM needs some improvement. The following are bugs I have seen:

- What development environments have you worked in? Whilst I don't mind working in the Admin tool, I can't say its one of the best dev environments .... the vanilla Admin tool, which is all I have access to, can be pretty painful to work with at times. I'll always hark back to Foxpro 2.6 through to VFP 5.0, which for me at least, had a great development environment.

- no referential integrity at many key places of ITSM. If you delete something one place, it should delete it on all supporting tables. There are so many occurrences of this in ITSM that I don't want to name specifics.


You should see some of the apps we have here on the AS/400s .....


- Out-of-the-box Reporting capability on the Consoles is just bad. Only an experienced Administrator can figure it out. I am always altering this for my user community.

I'll second/third/fourth that - I keep on training people on using it ... and they rarely seem to "get" it.




20060125This posting was submitted with HTML in it

Jarl,

That and the ability for a Set/Push action to use a "VALUE MAP" from a
local field too.

Fill a field with something like....

"
'Local field id' , $remote field id$
'Local field id2' , $remote field id2$
'Local field id3' , $remote field id3$
"

Then just have a third type of "map" (currently there is "Custom",
"matching ID") of "Advanced" or "see Field" and only identify the
field to be referenced. ( Kind of like the "Cross reference field" in
a Notify Action, only in a Set Field/Push field field map.)

That would add TONS of flexibility to ARS workflow.

Frankly I think each action should be completely data driven from
fields in the current transaction. (Even things like the "If no
matching values found", "If multiple matching values found", "refresh
table field" etc.. yea you can do the "refresh table field thing with
a different construct, but why not just make it a part of the
"Advanced" Change field action by letting it point at a local field?)

And if you want to really standardize this stuff... (Which would be
fine with me...) Then create a set of Remedy "owned" field ID's that
are special propose for just the "Advanced" stuff and simply let use
set those fields and call a simple "Do what ever those fields say"
*special command*, or new action. That way we add the fields, set the
fields and say "do it now" with our workflow, but the reset of the
design is managed from Remedy Eng.



And if you get one step farther than that... :)

And actually have a client side scripting language, that we can call
like a "filter plugin" (but in active links) and can do all of what
active Links can do from inside the scripting language... well... then
we are cooking with gas. You could create scripts that take parameters
and do all of this with minimal "extra" fields on the form. Plus your
scripts (again assuming a call method similar to the "Filter plugin
design", and the language picked is a fairly robust existing language
that does things like RegEx's) could be custom functions for things
like "fixing capitalization" or "field pattern checking" etc...


To bad the Client is not fully open sourced so that WE could enhance
it and send it back to Remedy for "addition" into the next version. :)


Oh to dream the dream of yesteryear for a better ARS tomorrow... But
me thinks we may ask to much....

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap.... Pick two.
Never ascribe to malice, that which can be explained by incompetence.


On 2/2/06, Jarl Grøneng wrote:
> I would like to be able to refer a field in a Guide Goto Label. Then
> more dynamic workflow can be used.
>
> --
> Jarl


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

Keep in mind that the api for ARDBC plugins is available to expose
things other than external databases. It can be made to read flat
files, ldap directories, anything of your choosing. I don't see how
you can make this a form that you can just point and click since the
target can be anything.

What problems have you had with the change templates? These work for
us if used as intended (i.e., through a filter push to the change
template form top create a new change request).

Axton Grams

On 2/2/06, Frank, Gordon Mr 114th Sig BN wrote:
> **
>
> This is an interesting question. I believe ARS is one of the best
> development environments I've experienced. However I believe the application
> called ITSM needs some improvement. The following are bugs I have seen:
>
> - no referential integrity at many key places of ITSM. If you delete
> something one place, it should delete it on all supporting tables. There are
> so many occurrences of this in ITSM that I don't want to name specifics.
>
> - Out-of-the-box Reporting capability on the Consoles is just bad. Only an
> experienced Administrator can figure it out. I am always altering this for
> my user community.
>
> - Change Request Templates do not work! I have had to build my own using the
> dreaded GUID. Oh, by the way, the GUID process could be made a little
> simpler.
>
> - Now an ARS complaint. The overall philosophy of a Remedy ARS system is to
> hide low level coding (such as C, SQL and XML). I'd like to see the ARDBC
> creation become like the Web Services process. Hide everything, and make the
> interface between different DBMSs a form selection process. Good grief, they
> do it everywhere else. Incorporate it in a new type of form or just call it
> ARDBC form. When you actually write one of these, the "C" ends up a template
> anyways! Why not package this into a form process.
>
> - Another complaint about ARS. The function "Display as Text" needs to allow
> a border around the hidden box. I'm tired of adding an additional box around
> "Display as Text" fields.
>
> This is all I can think of right now,
> Gordon Frank
> US Army 20060125This posting was
> submitted with HTML in it


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

Whats really bugs me is that there is not possible to copy from
arlogdisplay. Need to save as rtf-format, open this and then you can
copy.

--
Jarl


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

**

Jarl,



I agree that is annoying. You might try downloading the core files and updates from here: http://unxutils.sourceforge.net/ and simply use ‘tail –f logfilename.log’ :-) As long as you set your MS-DOS console to have a large enough buffer (several thousand lines), you should be fine. Besides… it lets you use real UNIX commands on Windows, which is soooooo nice!



Enjoy,



Matt Reinfeldt
Senior Support Engineer

Entuition Inc.

Email: matt.reinfeldt@entuition.com

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



-----Original Message-----
From: Jarl Grøneng [mailto:jarl.groneng@GMAIL.COM]
Sent: Wednesday, February 08, 2006 3:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: What Bugs you about Remedy?



Whats really bugs me is that there is not possible to copy from

arlogdisplay. Need to save as rtf-format, open this and then you can

copy.



--

Jarl





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

20060125This posting was submitted with HTML in it

Another one to add:

The funky assignment rules used in the ITSM modules. There is a
complete lack of thought behind the weights assigned to each of the
CTI/RSD combinations. I couldn't convince anyone at Remedy that this
was a bug. They were convinced it was by design, though they could
not locate the notes as to why it was designed that way.

CTI RSD 1
CTI RS 2
CTI R 3
CTI 4
CT 5
C RSD 6
C RS 7
C R 8
CT RSD 9
CT RS 10
CT R 11
C 12
RSD 13
RS 14
R 15

Axton Grams


On 2/8/06, Matt Reinfeldt wrote:
> **
>
>
> Jarl,
>
>
>
> I agree that is annoying. You might try downloading the core files and
> updates from here: http://unxutils.sourceforge.net/ and
> simply use 'tail –f logfilename.log' J As long as you set your MS-DOS
> console to have a large enough buffer (several thousand lines), you should
> be fine. Besides… it lets you use real UNIX commands on Windows, which is
> soooooo nice!
>
>
>
> Enjoy,
>
>
>
>
> Matt Reinfeldt
> Senior Support Engineer
>
>
> Entuition Inc.
>
>
> Email: matt.reinfeldt@entuition.com
>
>
> http://www.mattreinfeldt.com | http://www.mwrug.com
>
>
>
>
> -----Original Message-----
> From: Jarl Grøneng [mailto:jarl.groneng@GMAIL.COM]
> Sent: Wednesday, February 08, 2006 3:19 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: What Bugs you about Remedy?
>
>
>
>
> Whats really bugs me is that there is not possible to copy from
>
> arlogdisplay. Need to save as rtf-format, open this and then you can
>
> copy.
>
>
>
> --
>
> Jarl
>
>
>
>
>
> 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
> 20060125This posting was submitted
> with HTML in it