SLAs attached but not started .

[Suresh Loganathan]

Hi Team,

I am facing an issue with SLM.We have created the SLA for Change
Management. Here, the SLA`s are attached but not started.

Have written the qualification as

start- Change request Status = 3 ie., planning in progress.
stop- Change request Status = 4 ie., school dule for review.

Goal and Hours as 100 and 50.

Can you please help to fix this issue.

Regards,

Suresh Loganathan.

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Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

[Axton]

You can put a reverse proxy (Apache/mod_proxy, etc.) in a DMZ and have it
act as a middle man.
You can put a mid-tier/web server in a DMZ and allow it to talk to the
ARServer on an internal network.
I would not put an ARServer in the DMZ.
I would not expose an ARServer to the internet.

http://theheat.dk/blog/?p=916
https://f5.com/glossary/reverse-proxy

Axton Grams


On Thu, Feb 20, 2014 at 8:19 PM, Richter, Howard (CEI - Atlanta) <
howard.rich...@coxinc.com> wrote:

> **
>
> All,
>
>
>
> It was a very strange hallway conversation. Someone put an idea out that
> using some magic with SSO and then they can have access to the system.
>
>
>
> Currently the only access is internally, either local on our net or via
> VPN (and using SSO or a fixed password)
>
>
>
> Also if someone knows of any doc that shows how to put (or the
> Architecture) on the safe way of pushing it out there, please let me know.
> Like maybe just pushing SRM.
>
>
>
> Thanks,
>
>
>
> Howard
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Thursday, February 20, 2014 7:47 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: [arslist] Questing on accessing our Remedy/ITSM system
> outside of the corporate network
>
>
>
> **
>
> I would consider the VPN strategy, or perhaps an email interface.
> Exposing the Mid-tier outside the DMZ can be done safely, but requires
> cooperation with your network security team.
>
> Rick
>
> **
>
> Yup, same here.  We had a little internal rift internally between a few
> teems.  Team X decided that servers didn't need to be placed in the DMZ to
> expose to the outside world; they would just proxy to the LAN via F5 load
> balancer.  Team Y said no thank you, we should not have servers that are
> exposed to the world inside the main LAN.  So it is possible but you may
> need to consider if it is a good idea or even acceptable practice.
>
> Jason
>
>
>
> On Thu, Feb 20, 2014 at 3:02 PM, LJ LongWing 
> wrote:
>
> **
>
> Howard,
> A reverse proxy exposed to the internet would be one way I have seen it
> done
>
> On Feb 20, 2014 3:54 PM, "Howard Richter"  wrote:
>
> **
>
> Good morning, afternoon and evening all,
>
>
>
> I just got asked if there was a way to access our Remedy/ITSM system
> outside of the corporate network, if there are no parts (i.e. mid-tiers) in
> the DMZ.  They are thinking that they can use some magic with SSO and
> federation to do this. We are using the JSS plugin (which is great) for our
> ITSM 7.6.4. system.
>
>
>
> So my first answer is no, one would need to have a mid-tier (or even an
> arserver) on a box in the DMZ and then give a method to access that system
> or open a firewall port (not very safe).
>
>
>
> However, as I get older I have started to ask if I might be wrong., maybe
> someone else has found a way to do this. So is there some method where one
> could access the system if they were not on the corporate network (and a
> firewall was blocking access to the system inside the network).
>
>
>
> Also I remember a doc, that BMC produced, that showed how to build out a
> system that would have external access. So if someone has an idea what it
> might be. Let me know.
>
> As always take care and be well,
>
>
>
> Howard
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Click 
> hereto
>  report this email as spam.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

[Richter, Howard (CEI - Atlanta)]

All,

It was a very strange hallway conversation. Someone put an idea out that using 
some magic with SSO and then they can have access to the system.

Currently the only access is internally, either local on our net or via VPN 
(and using SSO or a fixed password)

Also if someone knows of any doc that shows how to put (or the Architecture) on 
the safe way of pushing it out there, please let me know. Like maybe just 
pushing SRM.

Thanks,

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, February 20, 2014 7:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] Questing on accessing our Remedy/ITSM system outside of 
the corporate network

**

I would consider the VPN strategy, or perhaps an email interface.  Exposing the 
Mid-tier outside the DMZ can be done safely, but requires cooperation with your 
network security team.

Rick
**
Yup, same here.  We had a little internal rift internally between a few teems.  
Team X decided that servers didn't need to be placed in the DMZ to expose to 
the outside world; they would just proxy to the LAN via F5 load balancer.  Team 
Y said no thank you, we should not have servers that are exposed to the world 
inside the main LAN.  So it is possible but you may need to consider if it is a 
good idea or even acceptable practice.

Jason

On Thu, Feb 20, 2014 at 3:02 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**

Howard,
A reverse proxy exposed to the internet would be one way I have seen it done
On Feb 20, 2014 3:54 PM, "Howard Richter" 
mailto:hbr4...@gmail.com>> wrote:
**
Good morning, afternoon and evening all,

I just got asked if there was a way to access our Remedy/ITSM system outside of 
the corporate network, if there are no parts (i.e. mid-tiers) in the DMZ.  They 
are thinking that they can use some magic with SSO and federation to do this. 
We are using the JSS plugin (which is great) for our ITSM 7.6.4. system.

So my first answer is no, one would need to have a mid-tier (or even an 
arserver) on a box in the DMZ and then give a method to access that system or 
open a firewall port (not very safe).

However, as I get older I have started to ask if I might be wrong., maybe 
someone else has found a way to do this. So is there some method where one 
could access the system if they were not on the corporate network (and a 
firewall was blocking access to the system inside the network).

Also I remember a doc, that BMC produced, that showed how to build out a system 
that would have external access. So if someone has an idea what it might be. 
Let me know.
As always take care and be well,

Howard

_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[laurent matheo]

Really? When I made a test on 7.6.04 and 8.1 the stored procedure returned a 
value, though you needed to cast it on some occasions.

https://bmccommunities.jive-mobile.com/#jive-discussion?content=%2Fapi%2Fcore%2Fv2%2Fdiscussions%2F93451
Mobilis in Mobile.

> Le 20 févr. 2014 à 21:42, Charlie Lotridge  a écrit :
> 
> **
> LJ, the doc indeed does say that there's no syntax checking, and I did chase 
> it down the rabbit hole insofar as to do a SQL log to confirm that ARS thinks 
> it's submitting the SQL to the DB.  Just to make sure, I then cut & pasted 
> that same SQL from the SQL log and into a query window and executed it - it 
> worked just as expected.
> 
> Shawn, WRT stored procedures, the doc says "A stored procedure with a Set 
> Fields action executes all its commands but does not return a value."  If 
> your stored procedure returns a result set you'd like to use in a Set Fields 
> then, again, the solution here would be to wrap the call to the stored 
> procedure in a SQL view and call that.  And, again, it's a less convenient 
> solution.
> 
> 
>> On Thu, Feb 20, 2014 at 12:30 PM, LJ LongWing  wrote:
>> **
>> the interesting thing is that what I remember of the docs state that Remedy 
>> does no syntax checking of your SQL to determine if it's accurate, it trusts 
>> you to do that.  And because of that, I must wonder if you traced the SQL 
>> all the way to the DB and determine what it's doing with thatto see if 
>> it's executing it or notnot sure what would be found if you went down 
>> that rabbit hole.
>> 
>> 
>>> On Thu, Feb 20, 2014 at 1:25 PM, Charlie Lotridge  
>>> wrote:
>>> **
>>> Interesting, thanks for this info.
>>> 
>>> I suppose this could be what's going on, but I'd think it would be more 
>>> appropriate for ARS to error if the SQL violates some rules, rather than 
>>> operate as if the query returned no results.  It's misleading.  Also, the 
>>> documentation mentions nothing about any such rules.
>>> 
>>> That Jaspersoft doc mentions that the SQL "should start with SELECT" and 
>>> "cannot have comments".  And while Remedy seems to be adhering to the first 
>>> part of this, it's not adhering to the second: I was able to insert 
>>> comments both as separate lines, and at the end of lines, and it works 
>>> correctly.
>>> 
>>> -charlie
>>> 
>>> 
 On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger  
 wrote:
 **
 I think there are security requirements for web applications and one of 
 the requirements is to prevent SQL injection.  Not sure, but perhaps 
 Remedy is using something of this sort with the midtier.
  
 I ran into something similar with iReports and Jaspersoft when I was 
 writing an SQL query only mine happened to be with setting a variable to 
 begin with instead of a Comment.  I could run the iReport in the tool but 
 not on the JasperSoft web client.  
  
 You can read more about it here.
 http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration
 
 Janie
  
> On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge  
> wrote:
> **
> I use quite a lot of SQL in my workflow, yet somehow never discovered 
> this one before.  It turns out that if you're using SQL to pull data back 
> for a Set Fields action, it must begin with the SELECT keyword, or it 
> won't return any results.
> 
> For example, if you have a Set Fields with this SQL:
> 
> SELECT name
> FROM arschema
> 
> it'll work fine.  But if you insert a comment before it:
> 
> -- Comment
> SELECT name
> FROM arschema
> 
> or even
> 
> /* Comment */ SELECT name
> FROM arschema
> 
> the Set Fields will operate as if "No Request Match" (i.e. it'll display 
> the No Match error, or set the target fields to NULL, depending upon how 
> you've got it configured).
> 
> What's interesting here is that the SQL in these queries is syntactically 
> correct and they're submitted to the database by ARS without any error.  
> If you submit the SQL manually (through SQL Plus or SQL Server Management 
> Studio, etc), it works correctly and returns the expected data.  
> Apparently, though, Remedy doesn't know how to deal with it if it doesn't 
> begin with the keyword SELECT.
> 
> I only just discovered this because I was attempting to use a query 
> containing a WITH clause in SQL Server to create a Common Table 
> Expression to flatten out a recursive data structure.  Using the WITH 
> clause, which MUST be first in the query (and can't be contained in a 
> subquery) is the only way to do this in a single query.
> 
> Of course, the work-around is to create a view containing the CTE, which 
> is what I ultimately had to do.  It's just a less convenient solution.
> 
> Anyway, just something interesting I just discovered.
> 
> -charlie
> _AR

Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Campbell, Paul (Paul)]

I believe it is an issue with the c libraries they use for oracle that it can't 
handle any comments, because I have used BEGIN 
procedure_name('parameter1','parameter2', $parameter3$ ); END;  before but 
comments are a no go, I also have used select function_name('$parameter$') from 
dual to get return values as well, I just put multiple values separated by 
pipes and parse it in filters

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, February 20, 2014 7:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

**
It was a lot less than 400 characters on my SQL statement from what I recall. 
More like 512 or less. I recall contacting Remedy Support regarding  that and 
if I remember right they came back with its as designed. I do not recall what 
resolution I had to resort to, but I'm guessing I might have gone with a view 
form or something to complete my set field action.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 6:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

**
Yeah, things start to get funny when you surpass the varchar limit (typically 
4000 chars) and head into LOB territory.  Maybe it had something to do with 
that.

I've never used such a large query in a Set Fields, so I don't think I've ever 
seen this issue.

-charlie

On Thu, Feb 20, 2014 at 3:21 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
**
I've once hit a limitation wherein a long SQL command (which ran perfectly on 
the SQL client) didn't work within the SQL Set Fields action and returned an 
error (do not recall what error as this was many years ago). So since then I 
have tried to limit my use of SQL in Set Fields only if the number of fields 
you are returning back are few. I do not know if this limitation is now not an 
issue. If I recall right, I hit this limitation in a very early release of 7.0 
and I recall testing it on 6.3 and found that to be true on that version too.

If I recall right, the limitation was not because of the number of fields being 
returned, but the actual string length of the SQL statement.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie 
Lotridge
Sent: Thursday, February 20, 2014 3:25 PM

To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

**
Interesting, thanks for this info.

I suppose this could be what's going on, but I'd think it would be more 
appropriate for ARS to error if the SQL violates some rules, rather than 
operate as if the query returned no results.  It's misleading.  Also, the 
documentation mentions nothing about any such rules.

That Jaspersoft doc mentions that the SQL "should start with SELECT" and 
"cannot have comments".  And while Remedy seems to be adhering to the first 
part of this, it's not adhering to the second: I was able to insert comments 
both as separate lines, and at the end of lines, and it works correctly.

-charlie

On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger 
mailto:jrsrem...@gmail.com>> wrote:
**
I think there are security requirements for web applications and one of the 
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is 
using something of this sort with the midtier.

I ran into something similar with iReports and Jaspersoft when I was writing an 
SQL query only mine happened to be with setting a variable to begin with 
instead of a Comment.  I could run the iReport in the tool but not on the 
JasperSoft web client.

You can read more about it here.
http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

Janie

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
mailto:lotri...@mcs-sf.com>> wrote:
**
I use quite a lot of SQL in my workflow, yet somehow never discovered this one 
before.  It turns out that if you're using SQL to pull data back for a Set 
Fields action, it must begin with the SELECT keyword, or it won't return any 
results.

For example, if you have a Set Fields with this SQL:

SELECT name
FROM arschema

it'll work fine.  But if you insert a comment before it:

-- Comment
SELECT name
FROM arschema

or even

/* Comment */ SELECT name
FROM arschema

the Set Fields will operate as if "No Request Match" (i.e. it'll display the No 
Match error, or set the target fields to NULL, depending upon how you've got it 
configured).

What's interesting here is that the SQL in these queries is syntactically 
correct and they're submitted to the database by ARS without any error.  If you 
submit the SQL manually (through SQL Plus or SQL Server Management Studio, 
etc), it works correctly and retur

Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Joe D'Souza]

It was a lot less than 400 characters on my SQL statement from what I
recall. More like 512 or less. I recall contacting Remedy Support regarding
that and if I remember right they came back with its as designed. I do not
recall what resolution I had to resort to, but I'm guessing I might have
gone with a view form or something to complete my set field action.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 6:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

 

** 

Yeah, things start to get funny when you surpass the varchar limit
(typically 4000 chars) and head into LOB territory.  Maybe it had something
to do with that.

 

I've never used such a large query in a Set Fields, so I don't think I've
ever seen this issue.

 

-charlie

 

On Thu, Feb 20, 2014 at 3:21 PM, Joe D'Souza  wrote:

** 

I've once hit a limitation wherein a long SQL command (which ran perfectly
on the SQL client) didn't work within the SQL Set Fields action and returned
an error (do not recall what error as this was many years ago). So since
then I have tried to limit my use of SQL in Set Fields only if the number of
fields you are returning back are few. I do not know if this limitation is
now not an issue. If I recall right, I hit this limitation in a very early
release of 7.0 and I recall testing it on 6.3 and found that to be true on
that version too.

 

If I recall right, the limitation was not because of the number of fields
being returned, but the actual string length of the SQL statement.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 3:25 PM


To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

 

** 

Interesting, thanks for this info.

 

I suppose this could be what's going on, but I'd think it would be more
appropriate for ARS to error if the SQL violates some rules, rather than
operate as if the query returned no results.  It's misleading.  Also, the
documentation mentions nothing about any such rules.

 

That Jaspersoft doc mentions that the SQL "should start with SELECT" and
"cannot have comments".  And while Remedy seems to be adhering to the first
part of this, it's not adhering to the second: I was able to insert comments
both as separate lines, and at the end of lines, and it works correctly.

 

-charlie

 

On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger 
wrote:

** 

I think there are security requirements for web applications and one of the
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is
using something of this sort with the midtier. 

 

I ran into something similar with iReports and Jaspersoft when I was writing
an SQL query only mine happened to be with setting a variable to begin with
instead of a Comment.  I could run the iReport in the tool but not on the
JasperSoft web client.  

 

You can read more about it here. 

http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configu
ration

Janie

 

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
wrote:

** 

I use quite a lot of SQL in my workflow, yet somehow never discovered this
one before.  It turns out that if you're using SQL to pull data back for a
Set Fields action, it must begin with the SELECT keyword, or it won't return
any results.

 

For example, if you have a Set Fields with this SQL:

 

SELECT name

FROM arschema

 

it'll work fine.  But if you insert a comment before it:

 

-- Comment

SELECT name

FROM arschema

 

or even

 

/* Comment */ SELECT name

FROM arschema

 

the Set Fields will operate as if "No Request Match" (i.e. it'll display the
No Match error, or set the target fields to NULL, depending upon how you've
got it configured).

 

What's interesting here is that the SQL in these queries is syntactically
correct and they're submitted to the database by ARS without any error.  If
you submit the SQL manually (through SQL Plus or SQL Server Management
Studio, etc), it works correctly and returns the expected data.  Apparently,
though, Remedy doesn't know how to deal with it if it doesn't begin with the
keyword SELECT.

 

I only just discovered this because I was attempting to use a query
containing a WITH clause in SQL Server to create a Common Table Expression
to flatten out a recursive data structure.  Using the WITH clause, which
MUST be first in the query (and can't be contained in a subquery) is the
only way to do this in a single query.

 

Of course, the work-around is to create a view containing the CTE, which is
what I ultimately had to do.  It's just a less convenient solution.

 

Anyway, just something interesting I just discovered.

 

-charlie

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


_ARSlist: "Where the Answers Are" and h

Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

[Rick Cook]

I would consider the VPN strategy, or perhaps an email interface.  Exposing
the Mid-tier outside the DMZ can be done safely, but requires cooperation
with your network security team.

Rick
**
Yup, same here.  We had a little internal rift internally between a few
teems.  Team X decided that servers didn't need to be placed in the DMZ to
expose to the outside world; they would just proxy to the LAN via F5 load
balancer.  Team Y said no thank you, we should not have servers that are
exposed to the world inside the main LAN.  So it is possible but you may
need to consider if it is a good idea or even acceptable practice.

Jason


On Thu, Feb 20, 2014 at 3:02 PM, LJ LongWing  wrote:

> **
>
> Howard,
> A reverse proxy exposed to the internet would be one way I have seen it
> done
> On Feb 20, 2014 3:54 PM, "Howard Richter"  wrote:
>
>> **
>>
>> Good morning, afternoon and evening all,
>>
>>
>>
>> I just got asked if there was a way to access our Remedy/ITSM system
>> outside of the corporate network, if there are no parts (i.e. mid-tiers) in
>> the DMZ.  They are thinking that they can use some magic with SSO and
>> federation to do this. We are using the JSS plugin (which is great) for our
>> ITSM 7.6.4. system.
>>
>>
>>
>> So my first answer is no, one would need to have a mid-tier (or even an
>> arserver) on a box in the DMZ and then give a method to access that system
>> or open a firewall port (not very safe).
>>
>>
>>
>> However, as I get older I have started to ask if I might be wrong., maybe
>> someone else has found a way to do this. So is there some method where one
>> could access the system if they were not on the corporate network (and a
>> firewall was blocking access to the system inside the network).
>>
>>
>>
>> Also I remember a doc, that BMC produced, that showed how to build out a
>> system that would have external access. So if someone has an idea what it
>> might be. Let me know.
>>
>> As always take care and be well,
>>
>>
>>
>> Howard
>>
>>
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

_ARSlist: "Where the Answers Are" and have been for 20 years_

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ADV Re: [arslist] can 8.1 calendar be used within another web page

[John Sundberg]

Couple things -- using the login in the URL - is probably a bad idea.
(Multiple reasons)
(See my last post about poking around on MidTier)

Kinetic Calendar can do what you are asking:
http://demo.kineticdata.com/kineticCalendar/calendar?id=sample_scheduled_changes

Take the above URL -- put it in an iFrame ... smile. (Also will work on Mobile)

BTW - Kinetic Calendar can show any Remedy data in a Calendar - so some
good examples might be to show assets that are "expiring" this month, or
times your ITSM ticket has been touched or ???.

Party on!!!

-John




On Thu, Feb 20, 2014 at 4:37 PM, Rocky Rockwell
wrote:

> **
> I have a question for the LIST.
>
> Can you bring up the 8.1 calendar from with a different web page, sort of
> like a web part. I tried to use the test drive BMC has, but it keeps coming
> up to the home page. Basically I just want ot have a link on a web page
> that brings up the calendar using a direct URL. I would verify this on our
> 8.1 but I do not have access to it yet. I would provide the login in the
> URL.
>
>
>  *Rocky*
>
> Martin "Rocky" Rockwell
> Certified BMC Administrator and Developer
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

*John Sundberg*
Kinetic Data, Inc.
"Your Business. Your Process."

Save the date!
*KEG14*
February 24-25, 2014
*For more information, click here * -
KEG

651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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ADV Re: [arslist] Questing on accessing our Remedy/ITSM system outside of the corporate network

[John Sundberg]

One sort of "danger" in bringing midtier externally is that midtier can
give you a lot of access to things ... if you have the correct login.

If the goal is to expose "some capability" externally - you might want to
consider the most excellent software from Kinetic Data - where you have
full control of exactly what is provided.
Google: most excellent software from Kinetic Data
I just did that - it lists us #1 :)

So - say -- you want to expose the ability for somebody to "comment" on
their ITSM ticket they called in about -- and that is the only functionality
you make available ... you can do that with Kinetic.

Midtier makes everything available that you have permission to -- but
sometimes that is more than you want to make available.

Kinetic's approach is the opposite -- you only expose what you tell the
system to expose.

+/- for both approaches.

Come to KEG - learn about the Kinetic chewy goodness:
http://www.kineticdata.com/events/keg/

Party on!!!

-John





On Thu, Feb 20, 2014 at 4:53 PM, Howard Richter  wrote:

> **
>
> Good morning, afternoon and evening all,
>
>
>
> I just got asked if there was a way to access our Remedy/ITSM system
> outside of the corporate network, if there are no parts (i.e. mid-tiers) in
> the DMZ.  They are thinking that they can use some magic with SSO and
> federation to do this. We are using the JSS plugin (which is great) for our
> ITSM 7.6.4. system.
>
>
>
> So my first answer is no, one would need to have a mid-tier (or even an
> arserver) on a box in the DMZ and then give a method to access that system
> or open a firewall port (not very safe).
>
>
>
> However, as I get older I have started to ask if I might be wrong., maybe
> someone else has found a way to do this. So is there some method where one
> could access the system if they were not on the corporate network (and a
> firewall was blocking access to the system inside the network).
>
>
>
> Also I remember a doc, that BMC produced, that showed how to build out a
> system that would have external access. So if someone has an idea what it
> might be. Let me know.
>
> As always take care and be well,
>
>
>
> Howard
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

*John Sundberg*
Kinetic Data, Inc.
"Your Business. Your Process."

Save the date!
*KEG14*
February 24-25, 2014
*For more information, click here * -
KEG

651-556-0930 I john.sundb...@kineticdata.com
www.kineticdata.com I community.kineticdata.com

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Mid Tier Oddity

[Simon Ellis]

Either within our DEV environment which we have just upgraded to SP5, the mid 
tier running Version 7.6.04 SP5 201401161615 Hotfix and within our Production 
environment running SP4 with mid tier running Version 7.6.04 SP4 201312261406 
Hotfix, when you open an Incident and go an expand any work notes created 
against that Incident we are seeing text encapsulated between html tags...

test

They are however not present in thw work info history.  Wasn't present before 
we recently upgraded the mid tier components.

Anyone else seen this oddity?  I have logged it with support and await there 
response

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Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

[Jason Miller]

Yup, same here.  We had a little internal rift internally between a few
teems.  Team X decided that servers didn't need to be placed in the DMZ to
expose to the outside world; they would just proxy to the LAN via F5 load
balancer.  Team Y said no thank you, we should not have servers that are
exposed to the world inside the main LAN.  So it is possible but you may
need to consider if it is a good idea or even acceptable practice.

Jason


On Thu, Feb 20, 2014 at 3:02 PM, LJ LongWing  wrote:

> **
>
> Howard,
> A reverse proxy exposed to the internet would be one way I have seen it
> done
> On Feb 20, 2014 3:54 PM, "Howard Richter"  wrote:
>
>> **
>>
>> Good morning, afternoon and evening all,
>>
>>
>>
>> I just got asked if there was a way to access our Remedy/ITSM system
>> outside of the corporate network, if there are no parts (i.e. mid-tiers) in
>> the DMZ.  They are thinking that they can use some magic with SSO and
>> federation to do this. We are using the JSS plugin (which is great) for our
>> ITSM 7.6.4. system.
>>
>>
>>
>> So my first answer is no, one would need to have a mid-tier (or even an
>> arserver) on a box in the DMZ and then give a method to access that system
>> or open a firewall port (not very safe).
>>
>>
>>
>> However, as I get older I have started to ask if I might be wrong., maybe
>> someone else has found a way to do this. So is there some method where one
>> could access the system if they were not on the corporate network (and a
>> firewall was blocking access to the system inside the network).
>>
>>
>>
>> Also I remember a doc, that BMC produced, that showed how to build out a
>> system that would have external access. So if someone has an idea what it
>> might be. Let me know.
>>
>> As always take care and be well,
>>
>>
>>
>> Howard
>>
>>
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Charlie Lotridge]

Yeah, things start to get funny when you surpass the varchar limit
(typically 4000 chars) and head into LOB territory.  Maybe it had something
to do with that.

I've never used such a large query in a Set Fields, so I don't think I've
ever seen this issue.

-charlie


On Thu, Feb 20, 2014 at 3:21 PM, Joe D'Souza  wrote:

> **
>
> I've once hit a limitation wherein a long SQL command (which ran perfectly
> on the SQL client) didn't work within the SQL Set Fields action and
> returned an error (do not recall what error as this was many years ago). So
> since then I have tried to limit my use of SQL in Set Fields only if the
> number of fields you are returning back are few. I do not know if this
> limitation is now not an issue. If I recall right, I hit this limitation in
> a very early release of 7.0 and I recall testing it on 6.3 and found that
> to be true on that version too.
>
>
>
> If I recall right, the limitation was not because of the number of fields
> being returned, but the actual string length of the SQL statement.
>
>
>
> Joe
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Charlie Lotridge
> *Sent:* Thursday, February 20, 2014 3:25 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: FYI...SQL in Set Fields MUST begin with "SELECT"
>
>
>
> **
>
> Interesting, thanks for this info.
>
>
>
> I suppose this could be what's going on, but I'd think it would be more
> appropriate for ARS to error if the SQL violates some rules, rather than
> operate as if the query returned no results.  It's misleading.  Also, the
> documentation mentions nothing about any such rules.
>
>
>
> That Jaspersoft doc mentions that the SQL "should start with SELECT" and 
> "cannot
> have comments".  And while Remedy seems to be adhering to the first part of
> this, it's not adhering to the second: I was able to insert comments both
> as separate lines, and at the end of lines, and it works correctly.
>
>
>
> -charlie
>
>
>
> On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger 
> wrote:
>
> **
>
> I think there are security requirements for web applications and one of
> the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
> is using something of this sort with the midtier.
>
>
>
> I ran into something similar with iReports and Jaspersoft when I was
> writing an SQL query only mine happened to be with setting a variable to
> begin with instead of a Comment.  I could run the iReport in the tool but
> not on the JasperSoft web client.
>
>
>
> You can read more about it here.
>
>
> http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration
>
> Janie
>
>
>
> On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
> wrote:
>
> **
>
> I use quite a lot of SQL in my workflow, yet somehow never discovered this
> one before.  It turns out that if you're using SQL to pull data back for a
> Set Fields action, it must begin with the SELECT keyword, or it won't
> return any results.
>
>
>
> For example, if you have a Set Fields with this SQL:
>
>
>
> *SELECT name*
>
> *FROM arschema*
>
>
>
> it'll work fine.  But if you insert a comment before it:
>
>
>
> *-- Comment*
>
> *SELECT name*
>
> *FROM arschema*
>
>
>
> or even
>
>
>
> */* Comment */ SELECT name*
>
> *FROM arschema*
>
>
>
> the Set Fields will operate as if "No Request Match" (i.e. it'll display
> the No Match error, or set the target fields to NULL, depending upon how
> you've got it configured).
>
>
>
> What's interesting here is that the SQL in these queries is syntactically
> correct and they're submitted to the database by ARS without any error.  If
> you submit the SQL manually (through SQL Plus or SQL Server Management
> Studio, etc), it works correctly and returns the expected data.
>  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
> begin with the keyword SELECT.
>
>
>
> I only just discovered this because I was attempting to use a query
> containing a WITH clause in SQL Server to create a Common Table Expression
> to flatten out a recursive data structure.  Using the WITH clause, which
> MUST be first in the query (and can't be contained in a subquery) is the
> only way to do this in a single query.
>
>
>
> Of course, the work-around is to create a view containing the CTE, which
> is what I ultimately had to do.  It's just a less convenient solution.
>
>
>
> Anyway, just something interesting I just discovered.
>
>
>
> -charlie
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Joe D'Souza]

I've once hit a limitation wherein a long SQL command (which ran perfectly
on the SQL client) didn't work within the SQL Set Fields action and returned
an error (do not recall what error as this was many years ago). So since
then I have tried to limit my use of SQL in Set Fields only if the number of
fields you are returning back are few. I do not know if this limitation is
now not an issue. If I recall right, I hit this limitation in a very early
release of 7.0 and I recall testing it on 6.3 and found that to be true on
that version too.

 

If I recall right, the limitation was not because of the number of fields
being returned, but the actual string length of the SQL statement.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

 

** 

Interesting, thanks for this info.

 

I suppose this could be what's going on, but I'd think it would be more
appropriate for ARS to error if the SQL violates some rules, rather than
operate as if the query returned no results.  It's misleading.  Also, the
documentation mentions nothing about any such rules.

 

That Jaspersoft doc mentions that the SQL "should start with SELECT" and
"cannot have comments".  And while Remedy seems to be adhering to the first
part of this, it's not adhering to the second: I was able to insert comments
both as separate lines, and at the end of lines, and it works correctly.

 

-charlie

 

On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger 
wrote:

** 

I think there are security requirements for web applications and one of the
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is
using something of this sort with the midtier. 

 

I ran into something similar with iReports and Jaspersoft when I was writing
an SQL query only mine happened to be with setting a variable to begin with
instead of a Comment.  I could run the iReport in the tool but not on the
JasperSoft web client.  

 

You can read more about it here. 

http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configu
ration

Janie

 

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
wrote:

** 

I use quite a lot of SQL in my workflow, yet somehow never discovered this
one before.  It turns out that if you're using SQL to pull data back for a
Set Fields action, it must begin with the SELECT keyword, or it won't return
any results.

 

For example, if you have a Set Fields with this SQL:

 

SELECT name

FROM arschema

 

it'll work fine.  But if you insert a comment before it:

 

-- Comment

SELECT name

FROM arschema

 

or even

 

/* Comment */ SELECT name

FROM arschema

 

the Set Fields will operate as if "No Request Match" (i.e. it'll display the
No Match error, or set the target fields to NULL, depending upon how you've
got it configured).

 

What's interesting here is that the SQL in these queries is syntactically
correct and they're submitted to the database by ARS without any error.  If
you submit the SQL manually (through SQL Plus or SQL Server Management
Studio, etc), it works correctly and returns the expected data.  Apparently,
though, Remedy doesn't know how to deal with it if it doesn't begin with the
keyword SELECT.

 

I only just discovered this because I was attempting to use a query
containing a WITH clause in SQL Server to create a Common Table Expression
to flatten out a recursive data structure.  Using the WITH clause, which
MUST be first in the query (and can't be contained in a subquery) is the
only way to do this in a single query.

 

Of course, the work-around is to create a view containing the CTE, which is
what I ultimately had to do.  It's just a less convenient solution.

 

Anyway, just something interesting I just discovered.

 

-charlie

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

[LJ LongWing]

Howard,
A reverse proxy exposed to the internet would be one way I have seen it done
On Feb 20, 2014 3:54 PM, "Howard Richter"  wrote:

> **
>
> Good morning, afternoon and evening all,
>
>
>
> I just got asked if there was a way to access our Remedy/ITSM system
> outside of the corporate network, if there are no parts (i.e. mid-tiers) in
> the DMZ.  They are thinking that they can use some magic with SSO and
> federation to do this. We are using the JSS plugin (which is great) for our
> ITSM 7.6.4. system.
>
>
>
> So my first answer is no, one would need to have a mid-tier (or even an
> arserver) on a box in the DMZ and then give a method to access that system
> or open a firewall port (not very safe).
>
>
>
> However, as I get older I have started to ask if I might be wrong., maybe
> someone else has found a way to do this. So is there some method where one
> could access the system if they were not on the corporate network (and a
> firewall was blocking access to the system inside the network).
>
>
>
> Also I remember a doc, that BMC produced, that showed how to build out a
> system that would have external access. So if someone has an idea what it
> might be. Let me know.
>
> As always take care and be well,
>
>
>
> Howard
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

[Grooms, Frederick W]

It also depends on what they want access outside the network.   If it is for 
employees (who happen to be outside the office) then they can VPN into your 
network and no ARS changes will be needed.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Thursday, February 20, 2014 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Questing on accessing our Remedy/ITSM system outside of the corporate 
network

**
Good morning, afternoon and evening all,

I just got asked if there was a way to access our Remedy/ITSM system outside of 
the corporate network, if there are no parts (i.e. mid-tiers) in the DMZ.  They 
are thinking that they can use some magic with SSO and federation to do this. 
We are using the JSS plugin (which is great) for our ITSM 7.6.4. system.

So my first answer is no, one would need to have a mid-tier (or even an 
arserver) on a box in the DMZ and then give a method to access that system or 
open a firewall port (not very safe).

However, as I get older I have started to ask if I might be wrong., maybe 
someone else has found a way to do this. So is there some method where one 
could access the system if they were not on the corporate network (and a 
firewall was blocking access to the system inside the network).

Also I remember a doc, that BMC produced, that showed how to build out a system 
that would have external access. So if someone has an idea what it might be. 
Let me know.

As always take care and be well,

Howard




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Questing on accessing our Remedy/ITSM system outside of the corporate network

[Howard Richter]

Good morning, afternoon and evening all,

 

I just got asked if there was a way to access our Remedy/ITSM system outside
of the corporate network, if there are no parts (i.e. mid-tiers) in the DMZ.
They are thinking that they can use some magic with SSO and federation to do
this. We are using the JSS plugin (which is great) for our ITSM 7.6.4.
system.

 

So my first answer is no, one would need to have a mid-tier (or even an
arserver) on a box in the DMZ and then give a method to access that system
or open a firewall port (not very safe).

 

However, as I get older I have started to ask if I might be wrong., maybe
someone else has found a way to do this. So is there some method where one
could access the system if they were not on the corporate network (and a
firewall was blocking access to the system inside the network).

 

Also I remember a doc, that BMC produced, that showed how to build out a
system that would have external access. So if someone has an idea what it
might be. Let me know.

As always take care and be well,

 

Howard

 


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can 8.1 calendar be used within another web page

[Rocky Rockwell]

I have a question for the LIST.

Can you bring up the 8.1 calendar from with a different web page, sort 
of like a web part. I tried to use the test drive BMC has, but it keeps 
coming up to the home page. Basically I just want ot have a link on a 
web page that brings up the calendar using a direct URL. I would verify 
this on our 8.1 but I do not have access to it yet. I would provide the 
login in the URL.



Rocky

Martin "Rocky" Rockwell
Certified BMC Administrator and Developer

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Re: Rif: Direct access URL used in email notification - AR 7.6

[Jason Miller]

In ITSM 8.1 I was able to make slight changes versions of both those URLs
work.

I wasn't able to get the first one to work with either the the field name
or field label (I didn't bother trying with URL encoded special charters in
field label attempt).  I changed the Incident Number reference to use the
field ID and it worked fine.

The second URL worked just fine when I put in our server info and an
Incident number that exists in our system.

That is fun and all but doesn't speak to your authentication issue.  Are
you already logged in when opening the URL?  Your existing session should
be used (unless you are in some kind of private browsing mode).  If you are
not already logged in then you should be presented with the login page and
once logged in be sent to the proper request (validated URLs this way too).

Just to confirm there are no issues going to
https://MidtierServer/arsysand logging in?  I am having thinking of
any reason why a URL without any
username/password parameters would throw an authentication failed message.

Jason


On Thu, Feb 20, 2014 at 3:44 AM, team.rem...@libero.it <
team.rem...@libero.it> wrote:

> **
>
> I follow two ways to reach the Help Desk Form and view the Incident Number
> INC00319263 through an URL, but in both cases when i try to login
>
> with my credentials the system gives back to me the message of "Authentication
> failed".
>
> The two URLs i used are these:
>
>
> https://MidtierServer/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk+Classic&server=remedyserver&qual=%27IncidentNumber%27%3D%22INC00319263%22
>
>
>
> https://MidtierServer/arsys/forms/remedyserver/SHR%3ALandingConsole/Default+Administrator+View/?mode=search&F304255500=HPD%3AHelp+Desk&F100076=FormOpen&F303647600=SearchTicketWithQual&F304255610='100161'%3D%22INC00319263%22
>
>
> Please can anyone help me to solve this problem?
>
> Thanks in advance.
>
> Regards.
>
> Pietro
>
> Messaggio originale
> Da: jason.mil...@gmail.com
> Data: 19-feb-2014 10.12
> A: 
> Ogg: Re: Rif: Direct access URL used in email notification - AR 7.6
>
> **
> There is also this document in the BMC Communities: Direct Access URL to
> INC, CRQ & TSK using 
> SHR:LandingConsole
>
> Jason
>
>
> On Tue, Feb 18, 2014 at 4:02 AM, Rüdiger Tams  wrote:
>
>> Hi there,
>>
>> you can find some information about the URLs in the PDF Mid-Tier Guide
>> for 7.6, too.
>>
>> HTH
>>
>> Rüdiger
>>
>> 
>> Luisa Clotilde Carena  schrieb am Di,
>> 18.2.2014:
>>
>>  Betreff: Rif: Direct access URL used in email notification - AR 7.6
>>  An: arslist@ARSLIST.ORG
>>  Datum: Dienstag, 18. Februar, 2014 11:30 Uhr
>>
>>  **
>>
>>  Hi Pietro,
>>
>>
>>
>>  you have to build an url
>>  like this in your email text,
>>
>>
>> http://REMEDYWEBPROD.intranet.servizi:8080/arsys/servlet/ViewFormServlet?server=remedyprod.intranet.servizi&form=WRBorsaitaliana&mode=Modify&qual=%27Entry_ID%27%3D%22$yourtiketid$%22+AND+%27Cod+UO%27%3D%2207165%22
>>
>>
>>
>>  In notify action you can
>>  also check the 'Web URL' option.
>>
>>
>>
>>  Luisa
>>
>>
>>
>>  "team.rem...@libero.it"
>>  ---17/02/2014 15:03:49---Hi Folks, I am currently trying to
>>  implement a hard link in an email notification to
>>  the
>>
>>
>>
>>  Da:"team.rem...@libero.it"
>>  
>>
>>  Per:   arslist@ARSLIST.ORG,
>>
>>  Data:  17/02/2014 15:03
>>
>>  Oggetto:   Direct access URL used in email
>>  notification - AR 7.6
>>
>>  Inviato
>>  da:"Action
>>  Request System discussion list(ARSList)"
>>  
>>
>>
>>
>>
>>
>>
>>
>>  Hi Folks,
>>
>>  I am currently trying to implement a hard link in an email
>>  notification to the
>>
>>  incident number from a custom on submit response
>>  notification filter.
>>
>>  Question:
>>
>>  Can someone provide me with a working example that provides
>>  this
>>
>>  functionality? Have a url link to an incident in an email
>>  response...
>>
>>  I have tried the following on my server and I can get to the
>>  incident form but
>>
>>  I can't get to the incident number.. as it tells me No
>>  matching requests (or no
>>
>>  permission to requests) for qualification criteria. (ARWARN
>>  9296)
>>
>>
>>
>>  Pietro.
>>
>>
>>
>>  Environment:
>>
>>  BMC ITSM : 7.6.04 SP 4
>>
>>  Ar Server : 7.6.0.4 SP %
>>
>>  OS/platform version:   Red Hat Enterprise Linux Server
>>  release 6.4 (Santiago),
>>
>>  kernel 2.6.32-358.23.2.el6.x86_64
>>
>>  Database vendor/version - Remote or local:  Oracle
>>  Database 11g Release
>>
>>  11.2.0.3.0 - 64bit Production configured as remote
>>
>>
>>
>>
>>  
>> ___
>>
>>  UNSUBSCRIBE or access ARSlist Archives at
>>  www.arslist.org
>>
>>  "Where the Answers Are, and have been for 20
>>  years"
>>
>>
>>
>>
>>
>>
>>  
>> 
>>

ITSM SP5

[Sanford, Claire]

I received this in the mail today!

BMC Software Customer Support Notice
This information describes Service Pack 5 for version 7.6.04 of BMC Remedy IT 
Service Management.   February 19, 2014.


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Re: Oklahoma City ITSM Groups/Forums

[Drew Shuller]

Hi Nathan. There was a Tulsa RUG for a while, put on by a giant oil and gas
company there. Ask your sales rep if they're still having those. Kelly
Deaver may also be able to provide some info.

Drew Shuller
SCAB Honduras


On Thu, Feb 20, 2014 at 1:44 PM, Nathan Aker  wrote:

> **
>
> Hey listers, is anyone aware of any ITSM related groups or forums in
> Oklahoma City area?   Historically I have attended a number of itSMF events
> at the Dallas LIG, but doesn't look like there is a LIG or any other ITSM
> related group around here that I can find.  Anyone know of any in the
> area?  Thanks.  Nate.
>
>
>
> *Nathan Aker*
> IT Service Management Team
>
> *McAfee*
>
>   _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Charlie Lotridge]

LJ, the doc indeed does say that there's no syntax checking, and I did
chase it down the rabbit hole insofar as to do a SQL log to confirm that
ARS thinks it's submitting the SQL to the DB.  Just to make sure, I then
cut & pasted that same SQL from the SQL log and into a query window and
executed it - it worked just as expected.

Shawn, WRT stored procedures, the
docsays
"A
stored procedure with a Set Fields action executes all its commands but
does *not* return a value."  If your stored procedure returns a result set
you'd like to use in a Set Fields then, again, the solution here would be
to wrap the call to the stored procedure in a SQL view and call that.  And,
again, it's a less convenient solution.


On Thu, Feb 20, 2014 at 12:30 PM, LJ LongWing  wrote:

> **
> the interesting thing is that what I remember of the docs state that
> Remedy does no syntax checking of your SQL to determine if it's accurate,
> it trusts you to do that.  And because of that, I must wonder if you traced
> the SQL all the way to the DB and determine what it's doing with thatto
> see if it's executing it or notnot sure what would be found if you went
> down that rabbit hole.
>
>
> On Thu, Feb 20, 2014 at 1:25 PM, Charlie Lotridge wrote:
>
>> **
>> Interesting, thanks for this info.
>>
>> I suppose this could be what's going on, but I'd think it would be more
>> appropriate for ARS to error if the SQL violates some rules, rather than
>> operate as if the query returned no results.  It's misleading.  Also, the
>> documentation mentions nothing about any such rules.
>>
>> That Jaspersoft doc mentions that the SQL "should start with SELECT" and
>> "cannot have comments".  And while Remedy seems to be adhering to the
>> first part of this, it's not adhering to the second: I was able to insert
>> comments both as separate lines, and at the end of lines, and it works
>> correctly.
>>
>> -charlie
>>
>>
>> On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger wrote:
>>
>>> **
>>> I think there are security requirements for web applications and one of
>>> the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
>>> is using something of this sort with the midtier.
>>>
>>>  I ran into something similar with iReports and Jaspersoft when I was
>>> writing an SQL query only mine happened to be with setting a variable to
>>> begin with instead of a Comment.  I could run the iReport in the tool but
>>> not on the JasperSoft web client.
>>>
>>> You can read more about it here.
>>>
>>> http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration
>>>
>>> Janie
>>>
>>> On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
>>> wrote:
>>>
 **
 I use quite a lot of SQL in my workflow, yet somehow never discovered
 this one before.  It turns out that if you're using SQL to pull data back
 for a Set Fields action, it must begin with the SELECT keyword, or it won't
 return any results.

 For example, if you have a Set Fields with this SQL:

 *SELECT name*
 *FROM arschema*

 it'll work fine.  But if you insert a comment before it:

 *-- Comment*
 *SELECT name*
 *FROM arschema*

 or even

 */* Comment */ SELECT name*
 *FROM arschema*

 the Set Fields will operate as if "No Request Match" (i.e. it'll
 display the No Match error, or set the target fields to NULL, depending
 upon how you've got it configured).

 What's interesting here is that the SQL in these queries is
 syntactically correct and they're submitted to the database by ARS without
 any error.  If you submit the SQL manually (through SQL Plus or SQL Server
 Management Studio, etc), it works correctly and returns the expected data.
  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
 begin with the keyword SELECT.

 I only just discovered this because I was attempting to use a query
 containing a WITH clause in SQL Server to create a Common Table Expression
 to flatten out a recursive data structure.  Using the WITH clause, which
 MUST be first in the query (and can't be contained in a subquery) is the
 only way to do this in a single query.

 Of course, the work-around is to create a view containing the CTE,
 which is what I ultimately had to do.  It's just a less convenient 
 solution.

 Anyway, just something interesting I just discovered.

 -charlie
 _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Email link server alias

[LJ LongWing]

I typically add it as a legitimate DNS Alias, although, for a Mid-Tier
perspective, the only thing that matters is that the Mid-Tier knows what
app server to connect to for that name, and that the app server knows
itself by that name...beyond that, it doesn't matter much if it's a dns or
a host file entry.

Regarding adding the old server name in, yes...by default this'll give you
duplicate entries (if you point the old name via host file to new app
server)but reading up on this article should help avoid this problem

https://docs.bmc.com/docs/display/public/ars81/Viewing+a+subset+of+entry+points#Viewingasubsetofentrypoints-298173


On Thu, Feb 20, 2014 at 11:54 AM, Cecil, Ken  wrote:

> **
>
> So LJ,  if I want to fix it for going forward on the new system I can
> change the Server-Name to something generic like RemedyProd. Would I then
> need to run the MPS Remedy Restore Tool to update the references? And does
> the new name just need to be resolvable by the midtier and app server (just
> host file change) or would you recommend creating a DNS alias for that new
> "server name"?
>
>
>
>
>
> Ken.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Thursday, February 20, 2014 1:08 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Email link server alias
>
>
>
> **
>
> this is typically why I like my 'server name' to be an alias instead of a
> machine name, that way when moving to a new server, you don't need to worry
> about this.  You need to worry about it at the moment, but if you make your
> 'new' name, an alias that can be re-pointed as necessary, it's the last
> time you will have this issue on a server move.
>
>
>
> On Thu, Feb 20, 2014 at 10:58 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> **
>
> Add to your ar.conf (ar.cfg) the IP-Name entry
>
>Server-Name: hubprmap2
>
>IP-Name: hubprmap.AD.HubbellPlano.com
>
> This will allow the AR Server to know itself by both names.  You can have
> as many IP-Name entries as needed.
>
>
>
>
>
> And you will probably need to add to your Mid-Tier the old server name and
> maybe a DNS alias or hosts file entry from the old name to the new
>
>
>
> Fred
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Cecil, Ken
> *Sent:* Thursday, February 20, 2014 11:34 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Email link server alias
>
>
>
> **
>
> When doing a migration to a new AR server, is there a way to handle all of
> the links that people have in existing email notifications? They will be
> pointing to the old server name that no longer exists.
>
>
>
> For example here is an existing link someone may have in an email
>
>
> http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978
>
>
>
> Here's what one generated from the new server would be like.
>
>
> http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978
>
>
>
> Is there a way to use server alias or something like that so that the old
> links could still function?
>
>
>
> Ken.
>
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> --
>
>
> 
>
>
> Confidentiality Requirement: This communication, including any
> attachment(s), may contain confidential information and is for the sole use
> of the intended recipient(s). If you are not the intended recipient, you
> are hereby notified that you have received this communication in error and
> any unauthorized review, use, disclosure, dissemination, distribution or
> copying of it or its contents is strictly prohibited.  If you have received
> this communication in error, please notify the sender immediately by
> telephone or e-mail and destroy all copies of this communication and any
> attachments.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[LJ LongWing]

the interesting thing is that what I remember of the docs state that Remedy
does no syntax checking of your SQL to determine if it's accurate, it
trusts you to do that.  And because of that, I must wonder if you traced
the SQL all the way to the DB and determine what it's doing with thatto
see if it's executing it or notnot sure what would be found if you went
down that rabbit hole.


On Thu, Feb 20, 2014 at 1:25 PM, Charlie Lotridge wrote:

> **
> Interesting, thanks for this info.
>
> I suppose this could be what's going on, but I'd think it would be more
> appropriate for ARS to error if the SQL violates some rules, rather than
> operate as if the query returned no results.  It's misleading.  Also, the
> documentation mentions nothing about any such rules.
>
> That Jaspersoft doc mentions that the SQL "should start with SELECT" and 
> "cannot
> have comments".  And while Remedy seems to be adhering to the first part of
> this, it's not adhering to the second: I was able to insert comments both
> as separate lines, and at the end of lines, and it works correctly.
>
> -charlie
>
>
> On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger wrote:
>
>> **
>> I think there are security requirements for web applications and one of
>> the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
>> is using something of this sort with the midtier.
>>
>>  I ran into something similar with iReports and Jaspersoft when I was
>> writing an SQL query only mine happened to be with setting a variable to
>> begin with instead of a Comment.  I could run the iReport in the tool but
>> not on the JasperSoft web client.
>>
>> You can read more about it here.
>>
>> http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration
>>
>> Janie
>>
>> On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
>> wrote:
>>
>>> **
>>> I use quite a lot of SQL in my workflow, yet somehow never discovered
>>> this one before.  It turns out that if you're using SQL to pull data back
>>> for a Set Fields action, it must begin with the SELECT keyword, or it won't
>>> return any results.
>>>
>>> For example, if you have a Set Fields with this SQL:
>>>
>>> *SELECT name*
>>> *FROM arschema*
>>>
>>> it'll work fine.  But if you insert a comment before it:
>>>
>>> *-- Comment*
>>> *SELECT name*
>>> *FROM arschema*
>>>
>>> or even
>>>
>>> */* Comment */ SELECT name*
>>> *FROM arschema*
>>>
>>> the Set Fields will operate as if "No Request Match" (i.e. it'll display
>>> the No Match error, or set the target fields to NULL, depending upon how
>>> you've got it configured).
>>>
>>> What's interesting here is that the SQL in these queries is
>>> syntactically correct and they're submitted to the database by ARS without
>>> any error.  If you submit the SQL manually (through SQL Plus or SQL Server
>>> Management Studio, etc), it works correctly and returns the expected data.
>>>  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
>>> begin with the keyword SELECT.
>>>
>>> I only just discovered this because I was attempting to use a query
>>> containing a WITH clause in SQL Server to create a Common Table Expression
>>> to flatten out a recursive data structure.  Using the WITH clause, which
>>> MUST be first in the query (and can't be contained in a subquery) is the
>>> only way to do this in a single query.
>>>
>>> Of course, the work-around is to create a view containing the CTE, which
>>> is what I ultimately had to do.  It's just a less convenient solution.
>>>
>>> Anyway, just something interesting I just discovered.
>>>
>>> -charlie
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Pierson, Shawn]

Many organizations build stored procedures for complex queries that you can 
execute instead of plain select statements because that SQL may be shared 
between multiple applications and it's easier to maintain in one place.  Do you 
know if this limitation (that I haven't seen any documentation on) would prefer 
execution of stored procedures?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with "SELECT"

**
Interesting, thanks for this info.

I suppose this could be what's going on, but I'd think it would be more 
appropriate for ARS to error if the SQL violates some rules, rather than 
operate as if the query returned no results.  It's misleading.  Also, the 
documentation mentions nothing about any such rules.

That Jaspersoft doc mentions that the SQL "should start with SELECT" and 
"cannot have comments".  And while Remedy seems to be adhering to the first 
part of this, it's not adhering to the second: I was able to insert comments 
both as separate lines, and at the end of lines, and it works correctly.

-charlie

On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger 
mailto:jrsrem...@gmail.com>> wrote:
**
I think there are security requirements for web applications and one of the 
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is 
using something of this sort with the midtier.

I ran into something similar with iReports and Jaspersoft when I was writing an 
SQL query only mine happened to be with setting a variable to begin with 
instead of a Comment.  I could run the iReport in the tool but not on the 
JasperSoft web client.

You can read more about it here.
http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

Janie

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
mailto:lotri...@mcs-sf.com>> wrote:
**
I use quite a lot of SQL in my workflow, yet somehow never discovered this one 
before.  It turns out that if you're using SQL to pull data back for a Set 
Fields action, it must begin with the SELECT keyword, or it won't return any 
results.

For example, if you have a Set Fields with this SQL:

SELECT name
FROM arschema

it'll work fine.  But if you insert a comment before it:

-- Comment
SELECT name
FROM arschema

or even

/* Comment */ SELECT name
FROM arschema

the Set Fields will operate as if "No Request Match" (i.e. it'll display the No 
Match error, or set the target fields to NULL, depending upon how you've got it 
configured).

What's interesting here is that the SQL in these queries is syntactically 
correct and they're submitted to the database by ARS without any error.  If you 
submit the SQL manually (through SQL Plus or SQL Server Management Studio, 
etc), it works correctly and returns the expected data.  Apparently, though, 
Remedy doesn't know how to deal with it if it doesn't begin with the keyword 
SELECT.

I only just discovered this because I was attempting to use a query containing 
a WITH clause in SQL Server to create a Common Table Expression to flatten out 
a recursive data structure.  Using the WITH clause, which MUST be first in the 
query (and can't be contained in a subquery) is the only way to do this in a 
single query.

Of course, the work-around is to create a view containing the CTE, which is 
what I ultimately had to do.  It's just a less convenient solution.

Anyway, just something interesting I just discovered.

-charlie
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Charlie Lotridge]

Interesting, thanks for this info.

I suppose this could be what's going on, but I'd think it would be more
appropriate for ARS to error if the SQL violates some rules, rather than
operate as if the query returned no results.  It's misleading.  Also, the
documentation mentions nothing about any such rules.

That Jaspersoft doc mentions that the SQL "should start with SELECT"
and "cannot
have comments".  And while Remedy seems to be adhering to the first part of
this, it's not adhering to the second: I was able to insert comments both
as separate lines, and at the end of lines, and it works correctly.

-charlie


On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger wrote:

> **
> I think there are security requirements for web applications and one of
> the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
> is using something of this sort with the midtier.
>
> I ran into something similar with iReports and Jaspersoft when I was
> writing an SQL query only mine happened to be with setting a variable to
> begin with instead of a Comment.  I could run the iReport in the tool but
> not on the JasperSoft web client.
>
> You can read more about it here.
>
> http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration
>
> Janie
>
> On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge wrote:
>
>> **
>> I use quite a lot of SQL in my workflow, yet somehow never discovered
>> this one before.  It turns out that if you're using SQL to pull data back
>> for a Set Fields action, it must begin with the SELECT keyword, or it won't
>> return any results.
>>
>> For example, if you have a Set Fields with this SQL:
>>
>> *SELECT name*
>> *FROM arschema*
>>
>> it'll work fine.  But if you insert a comment before it:
>>
>> *-- Comment*
>> *SELECT name*
>> *FROM arschema*
>>
>> or even
>>
>> */* Comment */ SELECT name*
>> *FROM arschema*
>>
>> the Set Fields will operate as if "No Request Match" (i.e. it'll display
>> the No Match error, or set the target fields to NULL, depending upon how
>> you've got it configured).
>>
>> What's interesting here is that the SQL in these queries is syntactically
>> correct and they're submitted to the database by ARS without any error.  If
>> you submit the SQL manually (through SQL Plus or SQL Server Management
>> Studio, etc), it works correctly and returns the expected data.
>>  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
>> begin with the keyword SELECT.
>>
>> I only just discovered this because I was attempting to use a query
>> containing a WITH clause in SQL Server to create a Common Table Expression
>> to flatten out a recursive data structure.  Using the WITH clause, which
>> MUST be first in the query (and can't be contained in a subquery) is the
>> only way to do this in a single query.
>>
>> Of course, the work-around is to create a view containing the CTE, which
>> is what I ultimately had to do.  It's just a less convenient solution.
>>
>> Anyway, just something interesting I just discovered.
>>
>> -charlie
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Oklahoma City ITSM Groups/Forums

[LJ LongWing]

Nathan,
the doc https://communities.bmc.com/docs/DOC-17017 is as close to an
'official' list as I know exists...and some of its links appear to not
workyou may try checking in with BMC Communities, there may be support
for one and you can help setup one in your local area :)


On Thu, Feb 20, 2014 at 12:44 PM, Nathan Aker wrote:

> **
>
> Hey listers, is anyone aware of any ITSM related groups or forums in
> Oklahoma City area?   Historically I have attended a number of itSMF events
> at the Dallas LIG, but doesn't look like there is a LIG or any other ITSM
> related group around here that I can find.  Anyone know of any in the
> area?  Thanks.  Nate.
>
>
>
> *Nathan Aker*
> IT Service Management Team
>
> *McAfee*
>
>   _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Janie Sprenger]

I think there are security requirements for web applications and one of the
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is
using something of this sort with the midtier.

I ran into something similar with iReports and Jaspersoft when I was
writing an SQL query only mine happened to be with setting a variable to
begin with instead of a Comment.  I could run the iReport in the tool but
not on the JasperSoft web client.

You can read more about it here.
http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

Janie

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge wrote:

> **
> I use quite a lot of SQL in my workflow, yet somehow never discovered this
> one before.  It turns out that if you're using SQL to pull data back for a
> Set Fields action, it must begin with the SELECT keyword, or it won't
> return any results.
>
> For example, if you have a Set Fields with this SQL:
>
> *SELECT name*
> *FROM arschema*
>
> it'll work fine.  But if you insert a comment before it:
>
> *-- Comment*
> *SELECT name*
> *FROM arschema*
>
> or even
>
> */* Comment */ SELECT name*
> *FROM arschema*
>
> the Set Fields will operate as if "No Request Match" (i.e. it'll display
> the No Match error, or set the target fields to NULL, depending upon how
> you've got it configured).
>
> What's interesting here is that the SQL in these queries is syntactically
> correct and they're submitted to the database by ARS without any error.  If
> you submit the SQL manually (through SQL Plus or SQL Server Management
> Studio, etc), it works correctly and returns the expected data.
>  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
> begin with the keyword SELECT.
>
> I only just discovered this because I was attempting to use a query
> containing a WITH clause in SQL Server to create a Common Table Expression
> to flatten out a recursive data structure.  Using the WITH clause, which
> MUST be first in the query (and can't be contained in a subquery) is the
> only way to do this in a single query.
>
> Of course, the work-around is to create a view containing the CTE, which
> is what I ultimately had to do.  It's just a less convenient solution.
>
> Anyway, just something interesting I just discovered.
>
> -charlie
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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FYI...SQL in Set Fields MUST begin with "SELECT"

[Charlie Lotridge]

I use quite a lot of SQL in my workflow, yet somehow never discovered this
one before.  It turns out that if you're using SQL to pull data back for a
Set Fields action, it must begin with the SELECT keyword, or it won't
return any results.

For example, if you have a Set Fields with this SQL:

*SELECT name*
*FROM arschema*

it'll work fine.  But if you insert a comment before it:

*-- Comment*
*SELECT name*
*FROM arschema*

or even

*/* Comment */ SELECT name*
*FROM arschema*

the Set Fields will operate as if "No Request Match" (i.e. it'll display
the No Match error, or set the target fields to NULL, depending upon how
you've got it configured).

What's interesting here is that the SQL in these queries is syntactically
correct and they're submitted to the database by ARS without any error.  If
you submit the SQL manually (through SQL Plus or SQL Server Management
Studio, etc), it works correctly and returns the expected data.
 Apparently, though, Remedy doesn't know how to deal with it if it doesn't
begin with the keyword SELECT.

I only just discovered this because I was attempting to use a query
containing a WITH clause in SQL Server to create a Common Table Expression
to flatten out a recursive data structure.  Using the WITH clause, which
MUST be first in the query (and can't be contained in a subquery) is the
only way to do this in a single query.

Of course, the work-around is to create a view containing the CTE, which is
what I ultimately had to do.  It's just a less convenient solution.

Anyway, just something interesting I just discovered.

-charlie

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Re: Clearing data (set to NULL) in Asset Management

[Danaceau, Chris]

Thanks Lisa, I really don't have anything I'm reconciling through that data 
set.  I've got integrations but they are going through other datasets I've 
created.   The Sandbox really seems to be doing me more harm than good.

-- 
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, February 20, 2014 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clearing data (set to NULL) in Asset Management

Chris,

You are correct that the Deter If NULL setting is causing this.  In my opinion, 
if you don't have anything that you are reconciling or
normalizing, I don't think you would need the Sandbox.   But someone may
have a different opinion in that area.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, February 20, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Clearing data (set to NULL) in Asset Management

** 

Recently noticed that when we clear out data it does not stay that way.
I'm suspecting this is because I've got the Sandbox Enabled ("Yes").  Am I 
really getting any benefit from this setting considering we do a fair amount of 
manual updates, especially to In House Applications, which are
not discovered.   I'm suspecting the "Defer if NULL" setting in the
standard precedence set is doing me in, here.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

 


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Re: Clearing data (set to NULL) in Asset Management

[Janie Sprenger]

Not sure it's because you have the Sandbox enabled but it could be due to
having a matching Recon ID record in a 2nd dataset.

Not sure which fields you are running into but I noticed there's workflow
that sets the Status back to Deployed when I set the status to Delete in
the BMC.ASSET dataset from the Asset form when there is a secondary dataset
that contains a matching Recon ID to the record I'm working on.

I'm on 8.1 and don't remember this happening in prior versions, not saying
it didn't happen - I just don't remember running into it.

I've also noticed that when I use the DSM dataset to automatically create
relationships for searches in the Atrium Core (this auto creates CIs and
relationships in the DSM dataset), then I definitely run into this problem.

Maybe do a search on Base Element with the Recon ID and see how many
matches you have.

Janie



On Thu, Feb 20, 2014 at 10:37 AM, Danaceau, Chris
wrote:

> **
>
> Recently noticed that when we clear out data it does not stay that way.
> I'm suspecting this is because I've got the Sandbox Enabled ("Yes").  Am I
> really getting any benefit from this setting considering we do a fair
> amount of manual updates, especially to In House Applications, which are
> not discovered.   I'm suspecting the "Defer if NULL" setting in the
> standard precedence set is doing me in, here.
>
>
>
> --
>
> Thank You,
>
>
>
> Chris Danaceau
>
> FINRA
>
> 240-386-6728 (desk)
>
> 301-367-8949 (cell)
>
>
>
> Confidentiality Notice:  This email, including attachments, may include 
> non-public, proprietary, confidential or legally privileged information.  If 
> you are not an intended recipient or an authorized agent of an intended 
> recipient, you are hereby notified that any dissemination, distribution or 
> copying of the information contained in or transmitted with this e-mail is 
> unauthorized and strictly prohibited.  If you have received this email in 
> error, please notify the sender by replying to this message and permanently 
> delete this e-mail, its attachments, and any copies of it immediately.  You 
> should not retain, copy or use this e-mail or any attachment for any purpose, 
> nor disclose all or any part of the contents to any other person. Thank you
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>

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Re: Clearing data (set to NULL) in Asset Management

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Chris,

You are correct that the Deter If NULL setting is causing this.  In my
opinion, if you don't have anything that you are reconciling or
normalizing, I don't think you would need the Sandbox.   But someone may
have a different opinion in that area.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, February 20, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Clearing data (set to NULL) in Asset Management

** 

Recently noticed that when we clear out data it does not stay that way.
I'm suspecting this is because I've got the Sandbox Enabled ("Yes").  Am
I really getting any benefit from this setting considering we do a fair
amount of manual updates, especially to In House Applications, which are
not discovered.   I'm suspecting the "Defer if NULL" setting in the
standard precedence set is doing me in, here.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

 


Confidentiality Notice:  This email, including attachments, may include
non-public, proprietary, confidential or legally privileged information.
If you are not an intended recipient or an authorized agent of an
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Oklahoma City ITSM Groups/Forums

[Nathan Aker]

Hey listers, is anyone aware of any ITSM related groups or forums in Oklahoma 
City area?   Historically I have attended a number of itSMF events at the 
Dallas LIG, but doesn't look like there is a LIG or any other ITSM related 
group around here that I can find.  Anyone know of any in the area?  Thanks.  
Nate.

Nathan Aker
IT Service Management Team

McAfee


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Re: Email link server alias

[Cecil, Ken]

I'm looking to see if there is a tomcat trick that would let me substitute the 
new server name in there and redirect the url.


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
Fred,

If I add the name to the Mid-Tier would I then have Two of everything in the 
midtier? (One for each "server")


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, February 20, 2014 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.



_ARSlist: "Where the Answers Are" and have been for 20 years_



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Re: Email link server alias

[Cecil, Ken]

Fred,

If I add the name to the Mid-Tier would I then have Two of everything in the 
midtier? (One for each "server")


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, February 20, 2014 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.



_ARSlist: "Where the Answers Are" and have been for 20 years_



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is strictly prohibited.  If you have received this communication in error, 
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Re: Email link server alias

[Cecil, Ken]

So LJ,  if I want to fix it for going forward on the new system I can change 
the Server-Name to something generic like RemedyProd. Would I then need to run 
the MPS Remedy Restore Tool to update the references? And does the new name 
just need to be resolvable by the midtier and app server (just host file 
change) or would you recommend creating a DNS alias for that new "server name"?


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 20, 2014 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
this is typically why I like my 'server name' to be an alias instead of a 
machine name, that way when moving to a new server, you don't need to worry 
about this.  You need to worry about it at the moment, but if you make your 
'new' name, an alias that can be re-pointed as necessary, it's the last time 
you will have this issue on a server move.

On Thu, Feb 20, 2014 at 10:58 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.



_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_



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is strictly prohibited.  If you have received this communication in error, 
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Clearing data (set to NULL) in Asset Management

[Danaceau, Chris]

Recently noticed that when we clear out data it does not stay that way.I'm 
suspecting this is because I've got the Sandbox Enabled ("Yes").  Am I really 
getting any benefit from this setting considering we do a fair amount of manual 
updates, especially to In House Applications, which are not discovered.   I'm 
suspecting the "Defer if NULL" setting in the standard precedence set is doing 
me in, here.

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)



Confidentiality Notice:  This email, including attachments, may include 
non-public, proprietary, confidential or legally privileged information.  If 
you are not an intended recipient or an authorized agent of an intended 
recipient, you are hereby notified that any dissemination, distribution or 
copying of the information contained in or transmitted with this e-mail is 
unauthorized and strictly prohibited.  If you have received this email in 
error, please notify the sender by replying to this message and permanently 
delete this e-mail, its attachments, and any copies of it immediately.  You 
should not retain, copy or use this e-mail or any attachment for any purpose, 
nor disclose all or any part of the contents to any other person. Thank you


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Re: Email link server alias

[LJ LongWing]

this is typically why I like my 'server name' to be an alias instead of a
machine name, that way when moving to a new server, you don't need to worry
about this.  You need to worry about it at the moment, but if you make your
'new' name, an alias that can be re-pointed as necessary, it's the last
time you will have this issue on a server move.


On Thu, Feb 20, 2014 at 10:58 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> Add to your ar.conf (ar.cfg) the IP-Name entry
>
>Server-Name: hubprmap2
>
>IP-Name: hubprmap.AD.HubbellPlano.com
>
> This will allow the AR Server to know itself by both names.  You can have
> as many IP-Name entries as needed.
>
>
>
>
>
> And you will probably need to add to your Mid-Tier the old server name and
> maybe a DNS alias or hosts file entry from the old name to the new
>
>
>
> Fred
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Cecil, Ken
> *Sent:* Thursday, February 20, 2014 11:34 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Email link server alias
>
>
>
> **
>
> When doing a migration to a new AR server, is there a way to handle all of
> the links that people have in existing email notifications? They will be
> pointing to the old server name that no longer exists.
>
>
>
> For example here is an existing link someone may have in an email
>
>
> http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978
>
>
>
> Here's what one generated from the new server would be like.
>
>
> http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978
>
>
>
> Is there a way to use server alias or something like that so that the old
> links could still function?
>
>
>
> Ken.
>
>
>
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Email link server alias

[Grooms, Frederick W]

Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.




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Email link server alias

[Cecil, Ken]

When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap.AD.HubbellPlano.com&eid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=hubprmap2&eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.




Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited.  If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.

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RESOLVED: SQL Error when Refreshing Incident Console

[Tommy Morris]

Our Oracle DBA turned Plan Stability off and the error no longer returns. He 
said that we will leave Plan Stability off until Oracle fixes a bug in that 
utility but performance will be impacted because the queries will run 
erratically. I asked when they turned Plan Stability on and was told that it 
has been running for a long time with no issue. I am thinking that if there is 
a bug in the utility then maybe there have been issues with performance already.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 20, 2014 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Error when Refreshing Incident Console

**
This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORG
Subject: SQL Error when Refreshing Incident Console

**
I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

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Re: EXTERNAL: Re: ARS 6.3 import question

[Reiser, John J]

Warren,
I tried it with the Data Import tool 8.1 and even though the CRs were not 
visible in the .csv file when viewed with notepad it imported multiple lines to 
the field in question.
So if an upgrade is in your future it looks like it will work then.

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, February 20, 2014 9:45 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ARS 6.3 import question

**
Thanks folks!  John, the quotes were added by excel.  I tried taking them out 
to see if that affected it, but no go

Fred, I'll pull a .arx and see if I can't replicate it.

Warren
On Wed, Feb 19, 2014 at 5:18 PM, Reiser, John J 
mailto:john.j.rei...@lmco.com>> wrote:
**
Warren,
Are the double quotes that you displayed actually in the cell? I would think 
they encapsulate the CR.

Fred's idea is probably the best and not too hard to implement.

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Wednesday, February 19, 2014 5:13 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ARS 6.3 import question

**
I would convert it to an ARX format

The difference between CSV and ARX is not that great.  In ARX the line break is 
\n in the text.  The separator is a space instead of a comma.  (and there is a 
couple of extra header lines)

Fred



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, February 19, 2014 4:08 PM
To: arslist@ARSLIST.ORG
Subject: ARS 6.3 import question

**
I have been batting this around for a bit.  I feel like I've done this before, 
but I can't seem to figure it out.

I've got a .csv file that needs to be imported into remedy.  I'm using the 
arimport tool.

It's a straightforward file with one exception.  One row has a line break in 
each entry.  It is VERY important that this be maintained in the exact same 
format it is being entered.

For example, an entry may say:

"Functional  Role iPhone
 replace blackberry"

It must be placed into the field so that a check can be run against it in an 
attempt to find a previous entry.  The problem that I am having is that the 
import tool is treating the line break as the end of the entry.  It then jumps 
to the next line (replace blackberry) and attempts to treat it as a separate 
entry.

Any ideas on how I can handle this.  I suspect that the .xml format is my 
answer, if so, any idea how I can (easily) convert the file?

Thanks in advance!

--
Warren R. Baltimore II
Remedy Developer
410-533-5367


_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_



--
Warren R. Baltimore II
Remedy Developer
410-533-5367 _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Request Detail Page is Blank for some of the SR'S

[MOHAMMED FAROOQ BABA]

Folks any advice/inputs as to what is missing & causing the issue said in the 
mail below...

- FRQ

> On 19-Feb-2014, at 23:08, "MOHAMMED FAROOQ BABA"  wrote:
> 
> Hello List,
> 
>  
> 
> There’s an intermittent issue going on in our Production Environment wherein 
> a SR's (Service Request) ‘Request Detail’ page will be blank and it’ll be 
> something like this as shown below in the Screen shot.
> 
> Due to this the Question and Answers Section is Blank.
> 
> I've checked in “SRD:MultipleQuestionResponse” form and I don’t see any 
> entries pertaining to the questions and answers for the Flawed SR with blank 
> Request detail page, For the one which are working properly i do see records 
> equal to number of questions for SR in the same form.
> 
> Please let me know if someone has faced this issue and corrected.
> 
> Note this is intermittent & because of that nature we are unable to get logs 
> of that period, By the time we come to know of the issue it'll be more then 2 
> or 3 days and logs will be gone.
> 
>  
> 
> 
> 
>  
> 
>  
> 
> Environment Details:
> 
>  
> 
> ARS SP5 / ITSM SP2 / MSSQL / WINDOWS SERVER 2008.
> 
>  
> 
> Regards,
> 
> FRQ.

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<>

Re: ARS 6.3 import question

[Drew Shuller]

Warren, would it be possible to create three fields for the three bits of
information and then combine them into the "real" field using a filter?

Drew
SCAB
 Honduras


On Thu, Feb 20, 2014 at 8:45 AM, Warren R. Baltimore II <
warrenbaltim...@gmail.com> wrote:

> **
> Thanks folks!  John, the quotes were added by excel.  I tried taking them
> out to see if that affected it, but no go
>
> Fred, I'll pull a .arx and see if I can't replicate it.
>
> Warren
>
> On Wed, Feb 19, 2014 at 5:18 PM, Reiser, John J wrote:
>
>> **
>>
>> Warren,
>>
>> Are the double quotes that you displayed actually in the cell? I would
>> think they encapsulate the CR.
>>
>>
>>
>> Fred's idea is probably the best and not too hard to implement.
>>
>>
>>
>> Thank you,
>>
>> ---
>> John J. Reiser
>> Remedy Developer/Administrator
>>
>> Senior Software Development Analyst
>> Lockheed Martin - MS2
>> The star that burns twice as bright burns half as long.
>> Pay close attention and be illuminated by its brilliance. - paraphrased
>> by me
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W
>> *Sent:* Wednesday, February 19, 2014 5:13 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* EXTERNAL: Re: ARS 6.3 import question
>>
>>
>>
>> **
>>
>> I would convert it to an ARX format
>>
>>
>>
>> The difference between CSV and ARX is not that great.  In ARX the line
>> break is \n in the text.  The separator is a space instead of a comma.
>> (and there is a couple of extra header lines)
>>
>>
>>
>> Fred
>>
>>
>>
>>
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [
>> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Warren
>> R. Baltimore II
>> *Sent:* Wednesday, February 19, 2014 4:08 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* ARS 6.3 import question
>>
>>
>>
>> **
>>
>> I have been batting this around for a bit.  I feel like I've done this
>> before, but I can't seem to figure it out.
>>
>>
>>
>> I've got a .csv file that needs to be imported into remedy.  I'm using
>> the arimport tool.
>>
>>
>>
>> It's a straightforward file with one exception.  One row has a line break
>> in each entry.  It is VERY important that this be maintained in the exact
>> same format it is being entered.
>>
>>
>>
>> For example, an entry may say:
>>
>>
>>
>> "Functional  Role iPhone
>>  replace blackberry"
>>
>>
>>
>> It must be placed into the field so that a check can be run against it in
>> an attempt to find a previous entry.  The problem that I am having is that
>> the import tool is treating the line break as the end of the entry.  It
>> then jumps to the next line (replace blackberry) and attempts to treat it
>> as a separate entry.
>>
>>
>>
>> Any ideas on how I can handle this.  I suspect that the .xml format is my
>> answer, if so, any idea how I can (easily) convert the file?
>>
>>
>>
>> Thanks in advance!
>>
>> --
>> Warren R. Baltimore II
>> Remedy Developer
>> 410-533-5367
>>
>>
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367 _ARSlist: "Where the Answers Are" and have been for 20
> years_
>

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Re: arserverd binding to 0.0.0.0

[Axton]

If done properly, the rpc port mapper could work on all interfaces for all
3 servers.  I say "could" because it's probably not been proven/done, but
in theory it should work.

Axton Grams


On Thu, Feb 20, 2014 at 9:59 AM, Axton  wrote:

> You could setup redirection using iptables to achieve what you want. Each
> server would effectively be listening on all ip addresses on different
> ports, but the redirection would redirect things as desired.
>
> http://www.cyberciti.biz/faq/linux-port-redirection-with-iptables/
> http://blog.softlayer.com/2011/iptables-tips-and-tricks-port-redirection
>
>
> On Wed, Feb 19, 2014 at 1:54 AM, Narayanan, Radhika <
> radhika.naraya...@cgi.com> wrote:
>
>> **
>>
>> Thank you so much, Axton, Fred and others.
>>
>>
>>
>> Our client gave us one physical server with 3 virtual IP Addresses. And
>> asked us to install AR Server on each of the virtual IP Addresses, all on 
>> *same
>> port*. I guess I’m not able to use iptables restriction because I want
>> to use the other IPs too , but for a second and third instance of AR Server.
>>
>> I’ll write back to them stating that the current version of AR Server
>> doesn’t support this. Perhaps I should raise an RFE.
>>
>>
>>
>> Thanks again,
>>
>>
>>
>> Radhika
>>
>> +44 20718 25880
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Axton
>> *Sent:* 19 February 2014 03:57
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: arserverd binding to 0.0.0.0
>>
>>
>>
>> **
>>
>> Network daemons bind to address/protocol/port.  0.0.0.0 means all
>> addresses.  I looked through all the ar.conf parameters and flags supported
>> by arserverd and it does not look like there is a way to tell arserverd to
>> listed on a specific IP.  You could use iptables to restrict access on
>> those other IP addresses since you are on linux.
>>
>>
>>
>> Axton Grams
>>
>>
>>
>> On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>> As far as I know the ARS binaries do not bind to an IP.  They will bind
>> to a TCP port if one is specified (and/or use portmapper if that is set).
>>
>> If you are not connecting to the AR Server one item to check is the
>> /etc/hosts  file.  See if the name you used for your AR Server is listed as
>> a valid name for an IP.  If it is then check if your DNS server has it
>> listed.
>>
>> Example:
>>AR Server = arsdev01
>>Physical Server = devserver1
>>
>>/etc/hosts file
>>   # Do not remove the following line, or various programs
>>   # that require network functionality will fail.
>>   127.0.0.1 localhost.localdomain localhost
>>   ::1   localhost6.localdomain6 localhost6
>>   192.168.1.101  devserver1 devserver1.mycorp.com arsdev01
>>
>>DNS has a cname record for arsdev01 pointing to 192.168.1.101
>>
>>
>> Fred
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
>> Sent: Tuesday, February 18, 2014 7:14 AM
>> To: arslist@ARSLIST.ORG
>> Subject: arserverd binding to 0.0.0.0
>>
>> **
>> Hi List,
>>
>> How can I make the arserverd executable listen on a given, specific IP
>> Address and not on 0.0.0.0?
>>
>> By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server
>> has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses
>> that I mention in armonitor.conf.
>>
>> armonitor.conf:
>> /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0
>> -l /etc/arsystem/dc5chw-000
>>
>> In this line, the server name is mentioned as dc5chw-000. I want
>> arserverd to bind only to this IP Address. How can I achieve this?
>>
>> Environment: ARS  8.1 Patch 2 on RHEL 6.4
>>
>> Thanks
>> Radhika
>> +44 20718 25880
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>

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Re: arserverd binding to 0.0.0.0

[Axton]

You could setup redirection using iptables to achieve what you want. Each
server would effectively be listening on all ip addresses on different
ports, but the redirection would redirect things as desired.

http://www.cyberciti.biz/faq/linux-port-redirection-with-iptables/
http://blog.softlayer.com/2011/iptables-tips-and-tricks-port-redirection


On Wed, Feb 19, 2014 at 1:54 AM, Narayanan, Radhika <
radhika.naraya...@cgi.com> wrote:

> **
>
> Thank you so much, Axton, Fred and others.
>
>
>
> Our client gave us one physical server with 3 virtual IP Addresses. And
> asked us to install AR Server on each of the virtual IP Addresses, all on 
> *same
> port*. I guess I’m not able to use iptables restriction because I want to
> use the other IPs too , but for a second and third instance of AR Server.
>
> I’ll write back to them stating that the current version of AR Server
> doesn’t support this. Perhaps I should raise an RFE.
>
>
>
> Thanks again,
>
>
>
> Radhika
>
> +44 20718 25880
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Axton
> *Sent:* 19 February 2014 03:57
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: arserverd binding to 0.0.0.0
>
>
>
> **
>
> Network daemons bind to address/protocol/port.  0.0.0.0 means all
> addresses.  I looked through all the ar.conf parameters and flags supported
> by arserverd and it does not look like there is a way to tell arserverd to
> listed on a specific IP.  You could use iptables to restrict access on
> those other IP addresses since you are on linux.
>
>
>
> Axton Grams
>
>
>
> On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> As far as I know the ARS binaries do not bind to an IP.  They will bind to
> a TCP port if one is specified (and/or use portmapper if that is set).
>
> If you are not connecting to the AR Server one item to check is the
> /etc/hosts  file.  See if the name you used for your AR Server is listed as
> a valid name for an IP.  If it is then check if your DNS server has it
> listed.
>
> Example:
>AR Server = arsdev01
>Physical Server = devserver1
>
>/etc/hosts file
>   # Do not remove the following line, or various programs
>   # that require network functionality will fail.
>   127.0.0.1 localhost.localdomain localhost
>   ::1   localhost6.localdomain6 localhost6
>   192.168.1.101  devserver1 devserver1.mycorp.com arsdev01
>
>DNS has a cname record for arsdev01 pointing to 192.168.1.101
>
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
> Sent: Tuesday, February 18, 2014 7:14 AM
> To: arslist@ARSLIST.ORG
> Subject: arserverd binding to 0.0.0.0
>
> **
> Hi List,
>
> How can I make the arserverd executable listen on a given, specific IP
> Address and not on 0.0.0.0?
>
> By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server
> has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses
> that I mention in armonitor.conf.
>
> armonitor.conf:
> /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l
> /etc/arsystem/dc5chw-000
>
> In this line, the server name is mentioned as dc5chw-000. I want arserverd
> to bind only to this IP Address. How can I achieve this?
>
> Environment: ARS  8.1 Patch 2 on RHEL 6.4
>
> Thanks
> Radhika
> +44 20718 25880
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: /etc/arsystem/servername/armonitor.conf

[Misi Mladoniczky]

Hi,

This has always been a requirement I think.

Maybe your best option is to make a soft link named /etc/arsystem pointing to
a directory of your choise?

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* 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.

> Hi List,
>
> Environment: ARS 8.1, RHEL 6.4
>
> When I install ARServer, by default , the armonitor.conf gets placed in
> /etc/arsystem//armonitor.conf
>
> Is it possible to move the armonitor.conf to a folder of my choice? The
> arsystem startup script appears to have a hard-coded reference to
> /etc/arsystem//armonitor.conf. Can I modify this to another path ?
>
> Thanks
> Radhika
> +44 20718 25880
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: SQL Error when Refreshing Incident Console

[Tommy Morris]

No I try to keep them out of the system. I will hit them up though and see if 
they decided to "Help" with something.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 20, 2014 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Error when Refreshing Incident Console

**
This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORG
Subject: SQL Error when Refreshing Incident Console

**
I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

_ARSlist: "Where the Answers Are" and have been for 20 years_
Private and confidential as detailed 
here. If you cannot access 
hyperlink, please e-mail sender.
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Re: SQL Error when Refreshing Incident Console

[Pierson, Shawn]

This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORG
Subject: SQL Error when Refreshing Incident Console

**
I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

_ARSlist: "Where the Answers Are" and have been for 20 years_

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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SQL Error when Refreshing Incident Console

[Tommy Morris]

I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510


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Re: arserverd binding to 0.0.0.0

[LJ LongWing]

Radhika,
I'm REALLY confused about what you are trying to do now.
According to the docs from BMC

https://docs.bmc.com/docs/display/public/ars81/Installing+multiple+instances+of+BMC+Remedy+AR+System+on+one+computer

They don't indicate that you can't put multiple servers on the same server
into a server group...but I'm confused as to why you would want to.

If you want one TCP Port on one Server with 3 IP's, just install 1 server,
and it works like that.
If you want three different instances, all on one port for three different
IP's, you could do as was suggested with virtual machines, but you said you
don't want that.

I really can't fathom why you would want 3 installs on the same server, 3
different ports, and all pointed to the same DBcould you explain
further?


On Thu, Feb 20, 2014 at 7:46 AM, Narayanan, Radhika <
radhika.naraya...@cgi.com> wrote:

> Hi,
>
> Today I tried that.
>
> If I install 3 AR Servers on one physical server on 3 ports connected to
> one database, it only works if they're not part of a server group.
>
> If I add the 3 AR Servers in one physical server into a server group, the
> Remedy service refuses to start. Can you please suggest a way to handle
> this?
>
> Environment: ARS  8.1 Patch 2 on RHEL 6.4
>
> Thanks
> Radhika
> +44 20718 25880
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
> Sent: 20 February 2014 19:57
> To: arslist@ARSLIST.ORG
> Subject: Re: arserverd binding to 0.0.0.0
>
> Then the only way to have multiple ARS system running on the same machine
> is to put them on different TCP ports (and only 1 of them can use
> portmapper)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
> Sent: Thursday, February 20, 2014 8:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: arserverd binding to 0.0.0.0
>
> Hi Fred,
>
> Yes, you're so right. Only, in our case, the client is not willing to
> create 3 virtual RHEL instances from the physical server. They give a
> reason that their vendor support costs will then become three-fold.
>
> Thanks
> Radhika
> +44 20718 25880
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
> Sent: 19 February 2014 19:42
> To: arslist@ARSLIST.ORG
> Subject: Re: arserverd binding to 0.0.0.0
>
> So you have 1 physical server box with 3 IPs.   You could run 3 virtual
> Red Hat instances (each with 1 IP) and 3 separate ARS Installs with no
> problems.
>
> Each Virtual Red Hat instance is separate (1 instance does not see the
> others) so you can install them all on the same port.  I believe one of our
> physical development servers here is something like 6 or 8 virtual Red Hat
> servers.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
> Sent: Wednesday, February 19, 2014 1:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: arserverd binding to 0.0.0.0
>
> **
> Thank you so much, Axton, Fred and others.
>
> Our client gave us one physical server with 3 virtual IP Addresses. And
> asked us to install AR Server on each of the virtual IP Addresses, all on
> same port. I guess I'm not able to use iptables restriction because I want
> to use the other IPs too , but for a second and third instance of AR Server.
> I'll write back to them stating that the current version of AR Server
> doesn't support this. Perhaps I should raise an RFE.
>
> Thanks again,
>
> Radhika
> +44 20718 25880
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Axton
> Sent: 19 February 2014 03:57
> To: arslist@ARSLIST.ORG
> Subject: Re: arserverd binding to 0.0.0.0
>
> **
> Network daemons bind to address/protocol/port.  0.0.0.0 means all
> addresses.  I looked through all the ar.conf parameters and flags supported
> by arserverd and it does not look like there is a way to tell arserverd to
> listed on a specific IP.  You could use iptables to restrict access on
> those other IP addresses since you are on linux.
>
> Axton Grams
>
> -Original Message-
> On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W  wrote:
> As far as I know the ARS binaries do not bind to an IP.  They will bind to
> a TCP port if one is specified (and/or use portmapper if that is set).
>
> If you are not connecting to the AR Server one item to check is the
> /etc/hosts  file.  See if the name you used for your AR Server is listed as
> a valid name for an IP.  If it is then check if your DNS server has it
> listed.
>
> Example:
>AR Server = arsdev01
>Physical Server = devserver1
>
>/etc/hosts file
>   # Do not remove the following line, or various programs
>   # that require network function

Re: arserverd binding to 0.0.0.0

[Narayanan, Radhika]

Hi,

Today I tried that. 

If I install 3 AR Servers on one physical server on 3 ports connected to one 
database, it only works if they're not part of a server group.

If I add the 3 AR Servers in one physical server into a server group, the 
Remedy service refuses to start. Can you please suggest a way to handle this?

Environment: ARS  8.1 Patch 2 on RHEL 6.4

Thanks
Radhika
+44 20718 25880


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 20 February 2014 19:57
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

Then the only way to have multiple ARS system running on the same machine is to 
put them on different TCP ports (and only 1 of them can use portmapper)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Thursday, February 20, 2014 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

Hi Fred,

Yes, you're so right. Only, in our case, the client is not willing to create 3 
virtual RHEL instances from the physical server. They give a reason that their 
vendor support costs will then become three-fold.

Thanks
Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 19 February 2014 19:42
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

So you have 1 physical server box with 3 IPs.   You could run 3 virtual Red Hat 
instances (each with 1 IP) and 3 separate ARS Installs with no problems.

Each Virtual Red Hat instance is separate (1 instance does not see the others) 
so you can install them all on the same port.  I believe one of our physical 
development servers here is something like 6 or 8 virtual Red Hat servers.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Wednesday, February 19, 2014 1:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

** 
Thank you so much, Axton, Fred and others.

Our client gave us one physical server with 3 virtual IP Addresses. And asked 
us to install AR Server on each of the virtual IP Addresses, all on same port. 
I guess I’m not able to use iptables restriction because I want to use the 
other IPs too , but for a second and third instance of AR Server.
I’ll write back to them stating that the current version of AR Server doesn’t 
support this. Perhaps I should raise an RFE.

Thanks again,

Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: 19 February 2014 03:57
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

** 
Network daemons bind to address/protocol/port.  0.0.0.0 means all addresses.  I 
looked through all the ar.conf parameters and flags supported by arserverd and 
it does not look like there is a way to tell arserverd to listed on a specific 
IP.  You could use iptables to restrict access on those other IP addresses 
since you are on linux.

Axton Grams

-Original Message-
On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W  wrote:
As far as I know the ARS binaries do not bind to an IP.  They will bind to a 
TCP port if one is specified (and/or use portmapper if that is set).

If you are not connecting to the AR Server one item to check is the /etc/hosts  
file.  See if the name you used for your AR Server is listed as a valid name 
for an IP.  If it is then check if your DNS server has it listed.

Example:
   AR Server = arsdev01
   Physical Server = devserver1

   /etc/hosts file
      # Do not remove the following line, or various programs
      # that require network functionality will fail.
      127.0.0.1         localhost.localdomain localhost
      ::1                   localhost6.localdomain6 localhost6
      192.168.1.101  devserver1 devserver1.mycorp.com arsdev01

   DNS has a cname record for arsdev01 pointing to 192.168.1.101


Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Tuesday, February 18, 2014 7:14 AM
To: arslist@ARSLIST.ORG
Subject: arserverd binding to 0.0.0.0

**
Hi List,

How can I make the arserverd executable listen on a given, specific IP Address 
and not on 0.0.0.0?

By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 
IP Addresses. I want it to bind only to one of the 5 IP Addresses that I 
mention in armonitor.conf.

armonitor.conf:
/apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l 
/etc/arsystem/dc5chw-000

In this line, the server name is mentioned as dc5chw-000. I want arserverd to 
bind only to this IP Address. How can I achieve this?

Re: ARS 6.3 import question

[Warren R. Baltimore II]

Thanks folks!  John, the quotes were added by excel.  I tried taking them
out to see if that affected it, but no go

Fred, I'll pull a .arx and see if I can't replicate it.

Warren

On Wed, Feb 19, 2014 at 5:18 PM, Reiser, John J wrote:

> **
>
> Warren,
>
> Are the double quotes that you displayed actually in the cell? I would
> think they encapsulate the CR.
>
>
>
> Fred's idea is probably the best and not too hard to implement.
>
>
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W
> *Sent:* Wednesday, February 19, 2014 5:13 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: Re: ARS 6.3 import question
>
>
>
> **
>
> I would convert it to an ARX format
>
>
>
> The difference between CSV and ARX is not that great.  In ARX the line
> break is \n in the text.  The separator is a space instead of a comma.
> (and there is a couple of extra header lines)
>
>
>
> Fred
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Warren
> R. Baltimore II
> *Sent:* Wednesday, February 19, 2014 4:08 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ARS 6.3 import question
>
>
>
> **
>
> I have been batting this around for a bit.  I feel like I've done this
> before, but I can't seem to figure it out.
>
>
>
> I've got a .csv file that needs to be imported into remedy.  I'm using the
> arimport tool.
>
>
>
> It's a straightforward file with one exception.  One row has a line break
> in each entry.  It is VERY important that this be maintained in the exact
> same format it is being entered.
>
>
>
> For example, an entry may say:
>
>
>
> "Functional  Role iPhone
>  replace blackberry"
>
>
>
> It must be placed into the field so that a check can be run against it in
> an attempt to find a previous entry.  The problem that I am having is that
> the import tool is treating the line break as the end of the entry.  It
> then jumps to the next line (replace blackberry) and attempts to treat it
> as a separate entry.
>
>
>
> Any ideas on how I can handle this.  I suspect that the .xml format is my
> answer, if so, any idea how I can (easily) convert the file?
>
>
>
> Thanks in advance!
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>



-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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/etc/arsystem/servername/armonitor.conf

[Narayanan, Radhika]

Hi List,

Environment: ARS 8.1, RHEL 6.4

When I install ARServer, by default , the armonitor.conf gets placed in 
/etc/arsystem//armonitor.conf

Is it possible to move the armonitor.conf to a folder of my choice? The 
arsystem startup script appears to have a hard-coded reference to 
/etc/arsystem//armonitor.conf. Can I modify this to another path ?

Thanks
Radhika
+44 20718 25880


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Re: arserverd binding to 0.0.0.0

[Grooms, Frederick W]

Then the only way to have multiple ARS system running on the same machine is to 
put them on different TCP ports (and only 1 of them can use portmapper)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Thursday, February 20, 2014 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

Hi Fred,

Yes, you're so right. Only, in our case, the client is not willing to create 3 
virtual RHEL instances from the physical server. They give a reason that their 
vendor support costs will then become three-fold.

Thanks
Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 19 February 2014 19:42
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

So you have 1 physical server box with 3 IPs.   You could run 3 virtual Red Hat 
instances (each with 1 IP) and 3 separate ARS Installs with no problems.

Each Virtual Red Hat instance is separate (1 instance does not see the others) 
so you can install them all on the same port.  I believe one of our physical 
development servers here is something like 6 or 8 virtual Red Hat servers.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Wednesday, February 19, 2014 1:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

** 
Thank you so much, Axton, Fred and others.

Our client gave us one physical server with 3 virtual IP Addresses. And asked 
us to install AR Server on each of the virtual IP Addresses, all on same port. 
I guess I’m not able to use iptables restriction because I want to use the 
other IPs too , but for a second and third instance of AR Server.
I’ll write back to them stating that the current version of AR Server doesn’t 
support this. Perhaps I should raise an RFE.

Thanks again,

Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: 19 February 2014 03:57
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

** 
Network daemons bind to address/protocol/port.  0.0.0.0 means all addresses.  I 
looked through all the ar.conf parameters and flags supported by arserverd and 
it does not look like there is a way to tell arserverd to listed on a specific 
IP.  You could use iptables to restrict access on those other IP addresses 
since you are on linux.

Axton Grams

-Original Message-
On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W  wrote:
As far as I know the ARS binaries do not bind to an IP.  They will bind to a 
TCP port if one is specified (and/or use portmapper if that is set).

If you are not connecting to the AR Server one item to check is the /etc/hosts  
file.  See if the name you used for your AR Server is listed as a valid name 
for an IP.  If it is then check if your DNS server has it listed.

Example:
   AR Server = arsdev01
   Physical Server = devserver1

   /etc/hosts file
      # Do not remove the following line, or various programs
      # that require network functionality will fail.
      127.0.0.1         localhost.localdomain localhost
      ::1                   localhost6.localdomain6 localhost6
      192.168.1.101  devserver1 devserver1.mycorp.com arsdev01

   DNS has a cname record for arsdev01 pointing to 192.168.1.101


Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Tuesday, February 18, 2014 7:14 AM
To: arslist@ARSLIST.ORG
Subject: arserverd binding to 0.0.0.0

**
Hi List,

How can I make the arserverd executable listen on a given, specific IP Address 
and not on 0.0.0.0?

By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 
IP Addresses. I want it to bind only to one of the 5 IP Addresses that I 
mention in armonitor.conf.

armonitor.conf:
/apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l 
/etc/arsystem/dc5chw-000

In this line, the server name is mentioned as dc5chw-000. I want arserverd to 
bind only to this IP Address. How can I achieve this?

Environment: ARS  8.1 Patch 2 on RHEL 6.4

Thanks
Radhika
+44 20718 25880




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Re: arserverd binding to 0.0.0.0

[Narayanan, Radhika]

Hi Fred,

Yes, you're so right. Only, in our case, the client is not willing to create 3 
virtual RHEL instances from the physical server. They give a reason that their 
vendor support costs will then become three-fold.

Thanks
Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 19 February 2014 19:42
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

So you have 1 physical server box with 3 IPs.   You could run 3 virtual Red Hat 
instances (each with 1 IP) and 3 separate ARS Installs with no problems.

Each Virtual Red Hat instance is separate (1 instance does not see the others) 
so you can install them all on the same port.  I believe one of our physical 
development servers here is something like 6 or 8 virtual Red Hat servers.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Wednesday, February 19, 2014 1:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

** 
Thank you so much, Axton, Fred and others.

Our client gave us one physical server with 3 virtual IP Addresses. And asked 
us to install AR Server on each of the virtual IP Addresses, all on same port. 
I guess I’m not able to use iptables restriction because I want to use the 
other IPs too , but for a second and third instance of AR Server.
I’ll write back to them stating that the current version of AR Server doesn’t 
support this. Perhaps I should raise an RFE.

Thanks again,

Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: 19 February 2014 03:57
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

** 
Network daemons bind to address/protocol/port.  0.0.0.0 means all addresses.  I 
looked through all the ar.conf parameters and flags supported by arserverd and 
it does not look like there is a way to tell arserverd to listed on a specific 
IP.  You could use iptables to restrict access on those other IP addresses 
since you are on linux.

Axton Grams

-Original Message-
On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W  wrote:
As far as I know the ARS binaries do not bind to an IP.  They will bind to a 
TCP port if one is specified (and/or use portmapper if that is set).

If you are not connecting to the AR Server one item to check is the /etc/hosts  
file.  See if the name you used for your AR Server is listed as a valid name 
for an IP.  If it is then check if your DNS server has it listed.

Example:
   AR Server = arsdev01
   Physical Server = devserver1

   /etc/hosts file
      # Do not remove the following line, or various programs
      # that require network functionality will fail.
      127.0.0.1         localhost.localdomain localhost
      ::1                   localhost6.localdomain6 localhost6
      192.168.1.101  devserver1 devserver1.mycorp.com arsdev01

   DNS has a cname record for arsdev01 pointing to 192.168.1.101


Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Tuesday, February 18, 2014 7:14 AM
To: arslist@ARSLIST.ORG
Subject: arserverd binding to 0.0.0.0

**
Hi List,

How can I make the arserverd executable listen on a given, specific IP Address 
and not on 0.0.0.0?

By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server has 5 
IP Addresses. I want it to bind only to one of the 5 IP Addresses that I 
mention in armonitor.conf.

armonitor.conf:
/apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l 
/etc/arsystem/dc5chw-000

In this line, the server name is mentioned as dc5chw-000. I want arserverd to 
bind only to this IP Address. How can I achieve this?

Environment: ARS  8.1 Patch 2 on RHEL 6.4

Thanks
Radhika
+44 20718 25880




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R: Re: Rif: Direct access URL used in email notification - AR 7.6

[team.rem...@libero.it]

I follow two ways to reach the Help Desk Form and view the Incident Number 
INC00319263 through an URL, but in both cases when i try to loginwith my 
credentials the system gives back to me the message of "Authentication 
failed".The two URLs i used are 
these:https://MidtierServer/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk+Classic&server=remedyserver&qual=%27Incident
 Number%27%3D%22INC00319263%22

https://MidtierServer/arsys/forms/remedyserver/SHR%3ALandingConsole/Default+Administrator+View/?mode=search&F304255500=HPD%3AHelp+Desk&F100076=FormOpen&F303647600=SearchTicketWithQual&F304255610='100161'%3D%22INC00319263%22
Please can anyone help me to solve this problem?Thanks in advance.Regards.Pietro


Messaggio originale

Da: jason.mil...@gmail.com

Data: 19-feb-2014 10.12

A: 

Ogg: Re: Rif: Direct access URL used in email notification - AR 7.6



**
There is also this document in the BMC Communities: Direct Access URL to INC, 
CRQ & TSK using SHR:LandingConsole
Jason


On Tue, Feb 18, 2014 at 4:02 AM, Rüdiger Tams  wrote:

Hi there,



you can find some information about the URLs in the PDF Mid-Tier Guide for 7.6, 
too.



HTH



Rüdiger





Luisa Clotilde Carena  schrieb am Di, 18.2.2014:



 Betreff: Rif: Direct access URL used in email notification - AR 7.6

 An: arslist@ARSLIST.ORG

 Datum: Dienstag, 18. Februar, 2014 11:30 Uhr



 **



 Hi Pietro,







 you have to build an url

 like this in your email text,



 
http://REMEDYWEBPROD.intranet.servizi:8080/arsys/servlet/ViewFormServlet?server=remedyprod.intranet.servizi&form=WRBorsaitaliana&mode=Modify&qual=%27Entry_ID%27%3D%22$yourtiketid$%22+AND+%27Cod+UO%27%3D%2207165%22








 In notify action you can

 also check the 'Web URL' option.







 Luisa







 "team.rem...@libero.it"

 ---17/02/2014 15:03:49---Hi Folks, I am currently trying to

 implement a hard link in an email notification to

 the







 Da:"team.rem...@libero.it"

 



 Per:   arslist@ARSLIST.ORG,



 Data:  17/02/2014 15:03



 Oggetto:   Direct access URL used in email

 notification - AR 7.6



 Inviato

 da:"Action

 Request System discussion list(ARSList)"

 















 Hi Folks,



 I am currently trying to implement a hard link in an email

 notification to the



 incident number from a custom on submit response

 notification filter.



 Question:



 Can someone provide me with a working example that provides

 this



 functionality? Have a url link to an incident in an email

 response...



 I have tried the following on my server and I can get to the

 incident form but



 I can't get to the incident number.. as it tells me No

 matching requests (or no



 permission to requests) for qualification criteria. (ARWARN

 9296)







 Pietro.







 Environment:



 BMC ITSM : 7.6.04 SP 4



 Ar Server : 7.6.0.4 SP %



 OS/platform version:   Red Hat Enterprise Linux Server

 release 6.4 (Santiago),



 kernel 2.6.32-358.23.2.el6.x86_64



 Database vendor/version - Remote or local:  Oracle

 Database 11g Release



 11.2.0.3.0 - 64bit Production configured as remote







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 www.arslist.org



 "Where the Answers Are, and have been for 20

 years"











 




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 autorizzati a riceverla. Essa contiene informazioni

 strettamente confidenziali e riservate, la cui comunicazione

 o diffusione a terzi

 e' proibita, salvo che non sia stata espressamente

 autorizzata.Se avete ricevuto questa comunicazione per

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 for 20 years_





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_ARSlist: "Where the Answers Are" and have been for 20 years_





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