ITSM 7.6.04 Overview Console is driven by plugins and not much on workflow.
You must look for APPQUERY java plugin that runs the Overview Console. As
per your last email I expect you have verified that Server-Connect-Name:
parameter is there in ar.cfg/conf file. As most of the issues been found
with incorrect "Server-Name:" and "Server-Connect-Name:" parameter in
ar.cfg/conf file.
Look for the APPQUERY java plugin that runs the Overview Console.
Example:
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<type>FilterAPI</type>
<code>JAVA</code>
<filename>D:\Program Files\BMC
Software\ARSystem\pluginsvr\qry\conquery.jar</filename>
<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
<pathelement type="location">D:\Program Files\BMC
Software\ARSystem\pluginsvr\qry\conquery.jar</pathelement>
<pathelement type="location">D:\Program Files\BMC
Software\ARSystem\pluginsvr\foundation_shared\ITSMCommonUtils.jar</pathelement>
<pathelement type="path">D:\Program Files\BMC
Software\ARSystem\pluginsvr\qry</pathelement>
<userDefined>
<server_name>server-name-xxx</server_name>
<server_port>8989</server_port>
<Private-RPC-Socket>390685</Private-RPC-Socket>
</userDefined>
</plugin>
Also if you can make sure the "Server-Name:" and "Server-Connect-Name:"
parameter in ar.cfg/conf file are exactly same. Then restart the Ar Server
services... If this still doesnt resolve the issue, take the server group
out of equation and test the issue in stand alone application and midtier
server..
Hope this helps.
Regards, Kunal
On Wed, Dec 19, 2012 at 2:38 AM, Brittain, Mark <[email protected]>wrote:
> **
>
> Hi Kunal,****
>
> ** **
>
> I think you may have hit on something. Keep forgetting this is a server
> group. First I checked the ar.config file and the Server Connect Name is
> present and correct. Next I checked the arjavaplugin.log and found the
> following entries****
>
> ** **
>
> Vendor form: SHR:ARDBC_OverviewConsoletemplate has not been properly
> registered.****
>
> ** **
>
> Now I guess the question is what to do about it?****
>
> ** **
>
> Thanks****
>
> Mark****
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [email protected]] *On Behalf Of *kunal das
> *Sent:* Tuesday, December 18, 2012 3:30 PM
> *To:* [email protected]
> *Subject:* Re: Overview Console not displaying****
>
> ** **
>
> ** ****
>
> 1. If you are in server group then this could be the root cause for the
> Overview not working with plugins getting missed out.****
>
> 2. Look into the arjavaplugin.log and search for any specific error:****
>
> Example: ****
>
> *Caused by: ERROR (99020): Failed to retrieve Server-Connect-Name nor
> Server-Name from ar.cfg.; Check plugin log file for details*****
>
> *at
> com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getException(PluginARUserConfig.java:219)
> *****
>
> *at
> com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getUser(PluginARUserConfig.java:76)
> *****
>
> *at com.bmc.itsm.conquery.ardbc.conquery.Query.init(Query.java:51)*****
>
> 3. If you see this error or anything related to Server Connect Name, then
> you need to open the ar.cfg/conf file and add the following parameter:****
>
> ** **
>
> Server-Connect-Name: xxx-server-name****
>
> 4. Restart the AR Server.****
>
> Hope this helps.****
>
> ** **
>
> Regards, Kunal****
>
> ** **
>
>
>
> ****
>
> On Tue, Dec 18, 2012 at 11:41 PM, Brittain, Mark <[email protected]>
> wrote:****
>
> ** ****
>
> Hi All,****
>
> ****
>
> Interesting situation on my dev server. When I log on through a browser,
> the Overview Console displays but no Incidents or Changes are listed. If I
> go to the Incident or Change Consoles, they are there. No errors are
> encountered and the active link logs look the same between dev and prod. If
> not what checks can I see the differences?****
>
> ****
>
> ARS 7.6.04 SP3****
>
> ITSM 7.6.04 SP2****
>
> ****
>
> *Mark Brittain*****
>
> Remedy Developer****
>
> ITILv3 Foundation****
>
> *NaviSite – **A Time Warner Cable Company*****
>
> [email protected]****
>
> Office: 315-453-2912 x5335****
>
> Mobile: 315-882.5360****
>
> ****
>
> ** **
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> _ARSlist: "Where the Answers Are" and have been for 20 years_ ****
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> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ ****
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