It's OK. I think your point is well taken though and for any people who are new to the list, it's important to realize that as Remedy and especially ITSM evolves, there are additional layers of metadata being introduced between the DB and ARS application. I remember when I was new to ARS, there was a comment in one of the admin classes like, "It's just data in a relational DB." Of course while that is technically true, the rest of that comment should be, "... but don't go changing stuff directly in the DB because you'll be screwed in record time."
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Monday, November 14, 2011 9:24 AM To: arslist@ARSLIST.ORG Subject: Re: I can't find Help Desk View ** Apologies if I seemed overly harsh, but I don't see much point in tip-toeing around when the problem was self-inflicted. He kept replying that he wanted to identify the "root-cause" and no-one else seemed like they were going to spell it out for him, so I just cut to the heart of the matter. Ehh. It's early yet and apparently the coffee hasn't kicked in. Again, apologies... -JDHood On Mon, Nov 14, 2011 at 8:47 AM, Chowdhury, Tauf <tauf.chowdh...@frx.com> wrote: ** Man... that was harsh. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Monday, November 14, 2011 8:14 AM To: arslist@ARSLIST.ORG Subject: Re: I can't find Help Desk View ** Hate to be blunt but the root-cause is: *YOU* are the root cause! You deleted structure directly in the DB, and not via the Remedy API (using a Remedy client like Dev Studio) which caused the meta-data to be incorrect. If the meta-data is not correct, the form will not display (among other weird behaviors). The AR system maintains some meta-data for each object in the system. When you deleted the column directly in the DB, you corrupted the meta-data for that table in the system. Likely, the row-count from the "FIELD" table did not agree with the "NUMFIELDS" column value for that table in the "ARSCHEMA" table. One of the behaviors you will see when this happens is that the affected forms (tables) will not display in the Remedy clients. Presuming you are just starting to gain experience with ARS, the best way to recover from your mistake is to restore the DB from backup. When you add, alter, delete structure in DevStudio, there is more going on in the background than a simple DROP sql statement. When you do it directly in the DB, the only thing that happens is the column vanishes. None of the houskeeping/recordkeeping tasks get done. If you do not know what you are doing in the AR System, you should definitely not go monkeying around in the DB altering structure -- unless you want to learn a hard lesson via the "burn & learn" method. -JDHood On Mon, Nov 14, 2011 at 5:13 AM, Mahmoud Mahdy-Mohamed <mahmoud.mahdy-moha...@vodafone.com> wrote: Dears, To export def file for "Help Desk" form, this may affect the production performance. So, I think this solution will be difficult and for the error message it will appear when I will try to delete the field again. I will send you the error message when it will appear. Now my concentration on the root cause for what happened. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Monday, November 14, 2011 11:59 AM To: arslist@ARSLIST.ORG Subject: Re: I can't find Help Desk View Hi, If you deleted things directly in the DB, this is most likely the root-cause. When you had problems deleting a field initially, this may be the result of an EARLIER direct sql change... I would not bother to understand why your view vanished when you deleted things in the DB, I would concentrate on why you could not delete the field in the first place. What is the ARERR-code when you try to delete your field? Try exporting your def-file of the form, and import it into a test/dev system, to check that your def is OK. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. > Dears, > > I tried to delete the field from the form but when I couldn't do that I > deleted it from the DB from both (Help Desk view, Help Desk Table) but > unfortunately when I tested after deleting those fields from DB I opened > ARUser to open Help Desk Form but error message appeared " Can't find Help > desk form to open" So, I searched for the Help Desk View in DB but I > couldn't find it which cause to restore our daily DB Backup. > The system now is working fine but due to shutdown the system for about 7 > hours, I'm asked to introduce the root cause of the problem or the reasons > that may cause this defect. > I don't have realistic reasons for what happened. > Please I need your advice. > > Thanks > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky > Sent: Monday, November 14, 2011 11:05 AM > To: arslist@ARSLIST.ORG > Subject: Re: I can't find Help Desk View > > Hi, > > So after restoring the db, and restarting your AR Server, you get this > message? What is the message number, is this in ARUser or in ARAdmin? > > You did not answer the question about how you did this. Did you do it > directly in the database? > > In theory, you should be back to where you started, and in the first email > you just said "could not delete field", but now you are saying "can't find > form"... > > Best Regards - Misi, RRR AB, http://rrr.se > >> Dears, >> >> I'm using 7.1 version and the error message is "can't find Help Desk >> Form >> to Open" when I tried to open it. >> I already restored the DB but I need the root cause of the problem or >> what >> the reasons that may cause to lose "Help Desk View". >> >> Thanks >> Best Regards >> >> -----Original Message----- >> From: Action Request System discussion list(ARSList) >> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky >> Sent: Monday, November 14, 2011 10:49 AM >> To: arslist@ARSLIST.ORG >> Subject: Re: I can't find Help Desk View >> >> Hi, >> >> Do you mean that you deleted columns and fields directly in the >> database? >> >> That might be tricky to fix... I would suggest that you restore the >> database, and try to do it in Dev Studio anyway. >> >> What was the error message you got when originally trying to delete the >> field? >> >> Which version are you on? >> >> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP >> 2011) >> >> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): >> * RRR|License - Not enough Remedy licenses? Save money by optimizing. >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy >> logs. >> Find these products, and many free tools and utilities, at >> http://rrr.se. >> >>> Dears, >>> >>> I tried to delete a new field which added upon customer's requirements >>> from the form "Hel Desk", but it couldn't be deleted so, I tried to >>> delete it from ARSystem DB from both (Help Desk View, Help Desk Table). >>> Unfortunately,after deleting the field I can't find "Help Desk View" in >>> the ARSchema. Please I need your advice to know why this happened. >>> >>> Thanks >>> >>> ________________________________________________________________________ _______ >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" >>> >> >> ________________________________________________________________________ _______ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" >> >> ************************************************************************ ************************************************* >> >> The content of this document is classified as Vodafone Egypt S.A.E. >> Confidential and Proprietary Information. >> >> The recipient hereby is committed to hold in strict confidence the >> contents of this (e-mail, document, information) and not to disclose to >> any third party without the prior written consent of Vodafone Egypt >> S.A.E. >> Recipient will be held liable for any unauthorized disclosure. >> >> If you have received this message in error, please notify the sender by >> return e-mail and delete the message in its entirety, including any >> attachments. >> >> http://www.vodafone.com.eg >> >> ************************************************************************ ************************************************* >> >> ________________________________________________________________________ _______ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" >> > > ________________________________________________________________________ _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > ************************************************************************ ************************************************* > > The content of this document is classified as Vodafone Egypt S.A.E. > Confidential and Proprietary Information. > > The recipient hereby is committed to hold in strict confidence the > contents of this (e-mail, document, information) and not to disclose to > any third party without the prior written consent of Vodafone Egypt S.A.E. > Recipient will be held liable for any unauthorized disclosure. > > If you have received this message in error, please notify the sender by > return e-mail and delete the message in its entirety, including any > attachments. > > http://www.vodafone.com.eg > > ************************************************************************ ************************************************* > > ________________________________________________________________________ _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ************************************************************************ ************************************************* The content of this document is classified as Vodafone Egypt S.A.E. 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