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All information about BMC Remedy ARS platform and ITSM Suite

Tuesday, December 24, 2013

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Remedy Interview Questions

 
 

NametheobjectsofRemedy?

Forms,ActiveLinks,Filter,Escalation,Menus,Guides,Applications

Blog Archive

NametypeofformsavailableinRemedy?

RegularForm:StoresdataintheDatabase

DisplayonlyForm:MeantfordisplayPurposes

JoinForm:Tojointworegularformsandtoshowtheinformation.Doesn’tstoreanydata

ViewForm:ToaccessnonRemedytablesresidedinthesameserver.

VendorForm:Tointeractwithexternaldatabase.

WhataredifferenttypesoflicensesavailableinRemedy?

ReadLicense

FixedLicense

FloatingLicense

RestrictedReadLicense

WhataredifferentjoinscreatedusingRemedy?

InnerJoin

About Me

OuterJoin

Namecorefieldsavailableinaregularform?

Basu

RequestID,Assignedto,Modifieddate,Createdate,Submitter,LastModifiedBy,

Status,ShortDescription

Jamshedpur,

WhatisActivelink,Filter,Escalation?

ActiveLink:Client(Anyuser)sideaction

Filter:Serversideaction

Jharkhand, India

I am from Jamshedpur,working in IT field as ITSM Consultant/Developer

Escalation:Timelybasedfilter

WhatarethedifferenttypesofMenus?

Searchmenu,FileMenu,SQLmenu,CharacterMenu,DataDictionaryMenu

WhatarethedifferenttypesofApplicationsavailable?

LocalApplication:Residesonsingleserver,sharingofdata,Groupbasedpermissions

DeployableApplication:Residesonmultipleservers,Nosharingofdata,RolebasedPermissions

WhatarecoremodulesinV3?

Servicestrategy

ServiceDesign

ServiceTransition

ServiceOperation

ContinualServiceImprovement

WhatisthedifferencebetweenaFunctionandaProcess

Function:AteamorgroupofpeopleandthetoolstheyusetocarryoutoneormoreProcessesor

activities.

Process:Astructuredsetofactivitiesdesignedtoaccomplishaspecificobjective

WhatisIncidentManagementandProblemManagement?

IM:Restoresthenormalserviceoperationassoonaspossibleinordertoreducetheimpactonthe

business.It’saReactiveapproach.

PM:Findstherootcauseoftheproblemtoreducetheincidentoccurrence.It’saPro­active

approach.

Howalertconfigure

FromARUserthereisalertEventsform.

Whichareadvancefield?

CurrencyField,Table,ResultsList,AlertList,AttachmentPool,ViewField

Whatisdifferencebetweenrealanddecimalfields?

RealField:Thenumberofdecimalplacesdisplayedintheuser’sview.Thedisplayednumberis

roundedoff,butthevaluestoredinthedatabaseisnotchanged.

Search
Search

11/17/2016

BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

DecimalField:Thenumberofdecimalplacesdisplayedintheuser’sview.Thedefaultprecision

settingis2andthemaximumvalueofprecisioninARSystemis9.

Whatisimplicitandexplicitgroup? Animplicitgroupisagroupinwhichusersareautomaticallymembers.

Public(GroupID0)

Submitter(GroupID3)

Assignee(GroupID4)

AssigneeGroup(GroupID7)

Anexplicitgroupisoneinwhichyoumustassignusersmembership. Administratorscancreateexplicitgroups.

Administrator(GroupID1)

SubAdministrator(GroupID5)

Customize(GroupID2)

Whicharestaticanddynamicmenu?

FILEandCharacterarestaticmenu.

Search,sqlandDatadictionarymenu.

Whatisonopenandonconnectrefresh? OnConnect–Retrievesthemenuwhentheuserselectsthemenuafteropeningtheform.To updatethemenu,theusermustreopentheform. OnOpen–Retrievesthemenueachtimetheuseropensit.Frequentmenuretrievalcanslow performance,soselectthisoptiononlywhenitiscriticalthatthemenubeabsolutelyuptodate.

On15MinuteInterval–Retrievesthemenuwhentheuserfirstopensit.Themenuisalsoupdated

whenitisselectedandmorethan15minuteshaveelapsedsincethelastupdate.

Whatisdiaryfield?

ThevalueplacedintheDefaultValuefielddisplayswhenusersloaddefaultvalueswhile

performingasearchorsubmittinganewrequest.Thefieldvaluecanbeastaticvalueoroneofthe

keywordsavailablefromthepull­downmenutotherightoftheDefaultValuefield.Previousentries

inadiaryfieldcannotbemodified.Aftertherequestissaved,thecurrentdatainadiaryfieldis

addedtothepreviousdata,anditcannotbemodified.

Wherewedisableguestuser?

ARAdminselectserverthen­>ServerInformation­>Configuration­>disabletheoptionofguestuser

Wherewecanactivateactivelinklogfile?

ARUser,Tools­>Option­>logging­>clicktoactivelink

Tellaboutdisplayonlyform? itisuseforacontrolpanelandforadialogboxpurpose ControlPanel:Adisplay­onlyformcanbeusedasacentralizedentrypointfromwhichusers choosethetaskstheywanttoaccomplish.Whenaformisusedinthisway,itisreferredtoasa controlpanel.Acontrolpanelmightincludetasksencompassingavarietyoffunctionalareassuch asHelpDesks,EmployeeServices,andAssetTracking.Usersselectafunctionalareafromthe maincontrolpanelandfillindataontheformrelatedtothespecifictask. Dialogboxes: requireuserinteractionandareusefulwhenyouwantto:

Promptusersforconfirmation.

Implementamain­detail(orparent­child)relationshipbetweenformswhereuserscaneditthe

mainformusingadetailsdialogbox.

Reuseaforminavarietyofways.

Embedatablethatlistsoptionsfromwhichuserscanchoose.

Provideawayforuserstoeditorviewararelyusedsetoffields,andthusavoidclutteringthe

mainform.

Provideawayforuserstovieworeditasetoffieldsthathandlecomplexcalculationsof

multiplecomponents.

WhataretheDataFields?

Characterfield,integerfield,dairy,real,decimal,date,time,currency

WhatareAdministratortaskanddevelopmenttask?

AdministratorTasks

ARSystemadministratorscanperformdifferenttypesoftasks–administrativeanddevelopment.

Dependinguponyourenvironment,theadministratormayperformallofthetasksormultiple

peoplemaydivideupthetasks.

InstallingRemedyApplicationsandComponents

Administrators’responsibilitiesincludeinstallingandmaintainingtheARSystemandapplications

writtenfortheARSystem.

StartingandStoppingServers

AfteradministratorsmodifycertainARSystemserversettings,ARSystemserversneedtobe

stoppedandrestartedbeforethechangesareimplemented.

MonitoringServerStatistics

Systemadministratorsmonitorserverevents,includingchangingserversettings.Administrators

canalsomonitoraddingandmodifyingusersandgroups.

CentralizingPreferences

Thepreferenceserverenablesyoutoaccesspreferencesregardlessofwhichclientyouareusing.

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BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

DuringinstallationoftheARSystemyouarepromptedtoinstallapreferenceserver.Ifyouchoose toinstallit,theserverbecomes InstallingtheARSystem,MidTier,andotherARSystemcomponentsandApplications startingandstoppingservers monitoringserverstatistics Centralizingpreferences Modifyingserversettings Managinglogfiles ImportingandexportingObjectsanddata Localizingapplications ManagingAccessControl Developmenttasks Creatingformsandfields Creatingworkflowto:

Automateusertasks

Enforcebusinessrules

Escalaterequeststomeetservicelevelagreements

Deployingapplicationstotheweb

Whataretheextensionof theexportfilesanduses? ARExport(.arx)FileType ARExportisthedefaultexportfiletypeandyieldsthecleanestresultswhenexportingand importingARSystemdata.ThisformatisdesignedtoproperlyformatdatathatisexportedfromAR SystemUserandimportedusingARSystemImport.ThisistheonlyformatthatcapturesStatus Historyfieldvalues. ARXML(.xml)FileType ARXMLisalsogeneratedbyexportingdatafromARSystemUser.ItisanARSystemXML

standardderivedfromtheW3CXFormstandardanditcontainsseveralelementsthatarerequired

forARSystemuse.IfyouplantoimportXMLdataintoanARSystemformusingARSystem

Import,yourdatamustconformtotheARSystemXMLdataspecification.

Comma­SeparatedValue(.csv)FileType

Thisformatiscommontomanyapplications.ThevaluesinCSVformatdatafilesareenclosedin

doublequotes,withliteraldoublequotesdoubled(““).

ASCII(*.asc)FileType

ASCIIfilescontainauser­definableformat.Valuesareseparatedbyastringthatdoesnotappear

anywhereexceptbetweenfields.

ListthedifferenttypesofARSystemUserLicenses?DifferentiatebetweenFixedLicenseand

FloatingLicense?

ThetypeoflicenseyouspecifydeterminesthetypeofARSystemaccessauserisgranted.There

arefivetypesoflicensesavailableforusers.

RestrictedRead

­View,Search

Read

­View,Search,Create

Fixed

­View,Search,Create,Modify

Floating

­View,Search,Create,Modify(Onshare)

LicenceTypePurpose

ReadProvidescreateandsearchcapabilities(whereallowedbyaccesscontrol).Anunlimited

numberofReadlicencesareavailable.Allusers,includingthoselogginginasguestusers,have

Readlicensecapabilities.

FixedProvidesallofthecapabilitiesofaReadlicense,plustheabilitytoupdateexistingrequests.

FixedlicensesareassignedtospecifiedusersoftheARSystemwhocansubsequentlyaccessthe

systematanytimewithfullcapabilities.ThisisalsoknownasaFixedWritelicense.

FloatingProvidesthecapabilitiesofaFixedlicense,butonasharedbasis.Whenuserswhohave

FloatinglicensesconnecttotheARSystem,theyretrievealicensetokenfromtheARSystem

server,ifoneisavailable.IfnoFloatinglicenseisavailable,thentheuseronlyreceiveslimited

(read)accesspermissionsuntilaFloatinglicensebecomesavailable.Floatinglicensetokensare

freedwhenauserexitsARSystemUserorthelicensetimesoutfromlackof“use.”Thedefault

“timeout”valueforFloatinglicensesistwohours.ThisisalsoknownasaFloatingWritelicense.

FixedFullText/FloatingFullTextProvidesfulltextsearch(FTS)capabilitiestothespecifieduser

whenattemptingafulltextsearch.FixedandFloatingfunctionsaredescribedabove.

WhatdoyoumeanbyPreferenceServer?

ThePreferenceServerfeatureallowsusersandadministratorstoaccesstheirownpreferences

acrossdifferentmachines.Afterapreferenceserverisestablished,auseroradministratorcan

specifythepreferenceservernameintheLogindialogboxwhenstartinganARSystemclient.This

allowsthepreferencesfortheuserto“follow”themfrommachinetomachine.

BENEFITS:Enduserscanaccesstheirpersonalpreferencesfromanymachine.Theadministrator

candefineenduserpreferences.Webuserscanhavestoredpreferences.

WhatisAdvancedSearchBar.WhatisthepurposetousethisAdvancedSearchBar?

ifyouwanttolimitthedatathatyouareexporting,entersearchcriteriausingtheAdvancedSearch

bar,SearchbyExample,

WhatisthedifferencebetweenReadandRestrictedLicense

Read­Hecansubmithisownrequest,View,Modifyhisrequest.

Restricted­cansubmitbutcannotmodifyhisownrequest.

Whatisfilterphasing?

11/17/2016

BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

Actionswithinfiltersarecarriedoutinoneofthreephases.Allphase1actionsarecarriedout

immediately.Phase2andphase3actionsarequeuedtobecarriedoutlater.

Thefollowingphase1actionsarealwaysperformedassoonastheycanbe:

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message

CallGuide

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message SetFields

ExitGuide

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message SetFields

GoTo

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message SetFields

GoToGuideLabel

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message SetFields

LogtoFile

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message SetFields

Message

CallGuide ExitGuide GoTo GoToGuideLabel LogtoFile Message SetFields

SetFields Phase2actionsarequeuedwhentheyareencounteredandperformedafterallphase 1actions

fromallfiltersexecute.Ifaphase2actiontriggersmorephase1actions,thenthosephase1

actionsareperformedbeforethenextphase2action.Ifaphase2actiontriggersmorephase2

actions,thentheyareaddedtotheendofthephase2queue.

Phase2actionsinclude:

Phase2actionsinclude: PushFields DirectSQL

PushFields

Phase2actionsinclude: PushFields DirectSQL

DirectSQL

Phase3actionsdonotincludeanydatabaseinteraction.Allphase3actionsencounteredare

queuedandperformedafterallphase1andphase2actions.

Phase3actionsinclude:

Phase3actionsinclude: Notify RunProcess DSO

Notify

Phase3actionsinclude: Notify RunProcess DSO

RunProcess

Phase3actionsinclude: Notify RunProcess DSO Phase3actionscanfailandnotaffecttheoperation’ssuccess.

DSO

Phase3actionscanfailandnotaffecttheoperation’ssuccess.

WhatisthedifferencebetweenSetFieldandpushfield?

SetFieldsactionsthatgetexecutedupdatethespecifiedfieldsonthescreen.However,theydo

notwritethevaluestothedatabase.

PushFieldsactiontransfervaluesfromselectedfieldsinthecurrentrequesttoanotherrequest.

Thisenablesyoutoautomateupdatestothedatabase.

WhatisRunProcess?

RunProcessactionexecutesacommandtorunanindependentprocessonaclientoran

ARSystemserver.ThesystemwillexecutethecommandspecifiedintheCommandLinefield.

TheRunProcessactiononlyexecutesanindependentprocess;itdoesnotreturnavalue.Give

someegs.OfRunProcess.

HowtoaddgroupsaccordingtotheCTI?

IntheRemedyApplicationConfigurationConsole,GotoSupportSpecificsTab,ClickontheFirst

Step(GroupSupportStaffSkills),SelectanyGroupinGroupNamefieldthatyouwanttoconfigure

andclickAddButton.Selectthemodule,CTIandRSDasperyourchoice.Then,theparticular

groupwillgetaddedaccordingtoyourconfiguration.

WhatisthedifferencebetweenFixedandFloatingLicense?

FixedLicenseprovidesallofthecapabilitiesofaReadlicense,plustheabilitytoupdateexisting

requests.FixedlicensesareassignedtospecifiedusersoftheARSystemwhocansubsequently

accessthesystematanytimewithfullcapabilities.ThisisalsoknownasaFixedWritelicense.

FloatingprovidesthecapabilitiesofaFixedlicense,butonasharedbasis.Whenuserswhohave

FloatinglicensesconnecttotheARSystem,theyretrievealicensetokenfromtheARSystem

server,ifoneisavailable.IfnoFloatinglicenseisavailable,thentheuseronlyreceiveslimited

(read)accesspermissionsuntilaFloatinglicensebecomesavailable.Floatinglicensetokensare

freedwhenauserexitsARSystemUserorthelicensetimesoutfromlackof“use.”Thedefault

“timeout”valueforFloatinglicensesistwohours.ThisisalsoknownasaFloatingWritelicense.

WhatisthedifferencebetweenExplicitandImplicitGroup?

Anexplicitgroupisoneinwhichyoumustassignusersmembership.

Administratorscancreateexplicitgroups.

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BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

PredefinedExplicitGroups:

Administrator(GroupID1)

SubAdministrator(GroupID5)

Customize(GroupID2)

Animplicitgroupisagroupinwhichusersareautomaticallymembers.Membershipinall

implicitgroups,exceptPublic,isbasedonthecontentsofspecificfieldsinarequest.Youcannot

assignuserstoimplicitgroups,itisautomaticallydone.Bynotassigningausertoanygroups,the

userhasonlybasicPublic,Submitter,Assignee,orAssigneeGrouppermissions.

PredefinedExplicitGroups:

Public(GroupID0)

Submitter(GroupID3)

Assignee(GroupID4)

AssigneeGroup(GroupID7)

Howcanwegiveindextoaform?

Doubleclickontheform.ItwillopentheFormProperties.GotoIndexesTab.

ChoosethefieldforwhichyouwanttomaketheindexandchecktheuniquecheckboxIfyouwant

theindextobeunique.

WhatisJoinForm?Canwejoinaregularformandadisplayonlyform?

Joinformsdisplaydatabycombiningthedatafrommultipleregularforms.

Joinformscanbeusedtocreatereportswithdatafrommorethanoneform.

Wecannotjoinaregularformandadisplayonlyform.

WhyAisnotgettingnotifiedifhesubmitsarequestandbisgettingnotificationwhilesubmittingthe request(theybothhavesamepermissions)?

ItmaybepossiblethatwhileconfiguringthePeopleDefinition(Step3inGeneralTabinRemedy

ApplicationConfigurationConsole),theNotificationMethodFieldissetasNoneforAandasAlert

forB.

WhatarethefieldsinstatusdropdownlistinRemedySupportConsole?

Thereare6fieldsstatusdropdownlistinRemedySupportConsole:

New

Assigned

Pending

WorkInProgress

Resolved

Closed

Howmanytablesgetcreatedinthedatabaseforaregularform?

Therearemainly3tableswhichgetcreatedinthedatabaseforaregularform:

1.Maindatatable

2.Statushistorytable

3.Indexing

Andiftheregularformcontainsattachmentandcurrencyfields,thenthese2tablesalsogets

created:

4.Attachmenttables

5.Currencytable

WhatisARSchema?

Thearschematableholdsinformationabouteachform,includingformname,schemaIDandnext

requestID.

Whatisnumberbelownote?

1000

Whatisindexing?

Forasearching

Whatarestatesofdeployableapplication?

Test,Maintenance,Production

HowcanwedisableSAVEbutton?

Selectform/form/currentview/property/menuaccess

Whatistheentrymodeofdisplay­onlyform?

Disabledentrymode

Whatisarchive?

Dataarchivingenablesyoutomakearchivecopiesofdataonaspecifiedform.

Explainmergeconditioninfilter?

ExecuteswhenarequestismergedintothedatabasebyusingBMCRemedyDataImport,aDSO

independentcopytransfer,orthedataimportcommandlineinterface.

11/17/2016

BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

Midtierpathforthelogin?

Differencebetweencharacterfieldanddairyfield

Wecanaddmenuintocharacterfieldbutnotindairyfield,wecangivethepatterntothecharacter

field

WhatisSearchmenu?

HierarchicalSearchMenu

Asearchmenucanbeahierarchicalmenu.Toshowmultiplelevels,addmultiplefieldstotheLabel

fieldslist.Onlyonevaluecandisplayinthefield.ThisexamplesearchesforallteamsintheDEV

XYZ:Peopleform.Theteamsaredisplayedtotheuser.Theuserselectsateam,andthenasearch

isexecutedforanyfullnamesthatmatchtheteamselected.

ContentSensitiveMenus

Acontentsensitivemenuisamenuinwhichafield’smenuvaluesvarybaseduponthecurrent

valuesofotherfields.Contentsensitivemenusextendthecapabilitiesofstandardsearchmenus

andareusefulincertainsituations.

Canrequestidbesubh001111?

Yes

Tellaboutdisplayonlyform? itisuseforacontrolpanelandforadialogboxpurpose. WhatarethetabsinRemedyApplicationConfigurationConsole?

Thereare4tabsinRemedyApplicationConfigurationConsole:

6.GeneralTab.

7.SupportSpecificsTab.

8.AddressTab.

9.AdvancedTab.

Howdoyoucallanactivelinkusinganactivelink?

UseGOTOaction

Posted by Basu at 10:07 PM

19 comments:

Basu said Basu said

Drop me an email for more questions.

Sweety said Sweety said

Hi Basu,

Thanks for sharing these questions.

Can you share your email address so that I can drop you a mail

Mine is sweetykhanna43@gmail.com

Hi Basu,

Please share more questions

email id: gshruti.ss@gmail.com

Hello these questions are really very helpful.Please send some more qustions

Pooja200gupta@gmail.com

Hi Basu ,

we useful Q&A

plz share some ITSM related Q&A to my mail id

tituboy84@gmail.com

11/17/2016

BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

Anuj said Anuj said

Hi Basu, Thanks for sharing these helpful questions. Can you please share some more question on ITSM and SRM on my email id below:

anujyadav.hbti@gmail.com

Thanks in advance.

Anuj

Rishi H said Rishi H said

Hi Basu,

Thanks for sharing these questions.

Could you please share more questions on my Email "rishi143121@gmail.com".

Thank You

Rishi

Hi Basu,

Thanks for sharing these questions.

Can you please share some more questions & my mail id "vijisankar.d@gmail.com"

Thank you

vj

Please share more questions. email: praveenk1405@gmail.com. Thanks,

Thanks for the questions BAsu. Please share more questions, ITSM , Email engine related. My email ID ­ deepti.mahalwal@gmail.compraveenk1405@gmail.com. Thanks, October 1, 2015 at 3:47 AM Deepti Mahalwal said October 15, 2015 at 10:52

Hi Basu,

Please send some more questions if possible on deeptiasthana6@gmail.com.

The above listed questions are really helpful.

Regards,

Deepti

my

Hi based, this are very useful for me

itsm and remedy

please

share if you have more questions related to

mail id ranjith.e.gowda@gmail.com

dipin said dipin said

Hi Basu,

Please send some more questions related to ITSM, CMDB on my email id dipingandhi@gmail.com

Thanks.

11/17/2016

BMC ARS Remedy and ITSM Tips and Tricks: Remedy Interview Questions

Unknown said Unknown said

Hi

Thanks

for sharing useful questions

If you have more sets of questions related to ITSM, CMDB and Action request system

Please

share

My mailed:snehakoli764@gmail.com

Hi , thanks for the useful questions, can you please send me more questions around ITSM, CMDB, Integrator, and ARS please. email ­ parag.jec18@gmail.comMy mailed:snehakoli764@gmail.com June 5, 2016 at 11:33 PM catchme if u can said June 8, 2016

hello,thank you for the question are very helpful,please send more question my email iscatchme if u can said June 8, 2016 at 2:36 AM chauke nkhensani said nkhensanichauke2@gmail.com June

nkhensanichauke2@gmail.com

Hi Basu,

thanks a lot for all these questions.Please share more questions.my mail id is

abhikingsy35@gmail.com

Hi basu,

Share more question here is my mail id :harish.saitwal@gmail.com

Thanks.

Hi basu,

Share more question here is my mail id :harish.saitwal@gmail.com

Thanks.

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