Re: Strange behavior - ITSM Applications suddenly unlicensed and getting errors left and right

[John Joseph]

what does the arerr.log say?
 
do check the network connectivity and the SQL logs as well. 


Date: Wed, 30 Jan 2008 23:15:38 -0500From: [EMAIL PROTECTED]: Strange behavior 
- ITSM Applications suddenly unlicensed and getting errors left and rightTo: 
[EMAIL PROTECTED] 










Hi,
 
To add to the performance problems we’ve had, I just ran into the strangest 
issue over the past 30 minutes. To the best of my knowledge – no changes have 
been pushed to production since last Friday (our staging environment where I do 
development is completely fine). We’re running ARServer 7.1 and ITSM 7.0.02 
patch 6 on SQL 2000 (on separate DB server).
 
I log into Remedy and I go to Incident Management and an error comes up that 
says there is an Invalid Object Container and that Incident Management is not 
licensed (unfortunately I do not have a screenshot of the error message). I 
check the error log file and notice:
 
Wed Jan 30 22:41:28 2008  390603 : Entry does not exist in database (ARERR 302) 
(repeat 5x above)
Wed Jan 30 22:41:28 2008  390603 : Failure during SQL operation to the database 
: Warning: Fatal error 9001 occurred at Jan 30 2008 10:41PM (SQL Server 21) 
(ARERR 552)
 
Earlier at 21:54:06, there are several hundred of those “Entry does not exist 
in database” messages followed by the final Fatal Error message.
 
I restart the ARServer service and log back into Remedy – now the Home Page 
Quick Links are all jumbled together, unsorted, and missing the application 
names. 
 
I’m getting all sorts of active link error messages relating to user 
preferences, server entries, and Incident Management not being licensed. 
Flashboards were also 50/50 whether or not they showed up or displayed an 
ARERROR message.
 
I verified our server licenses and our licenses were still in there (for 
ARServer and ITSM). So I go to the Server Info console to turn on logging – I 
turn on logging for SQL, API, and THREAD then I log out and back in – now 
suddenly everything works fine.
 
I then turned logging off and everything still works fine as of right now.
 
Has anyone ever run into this? Any idea what might have caused it? Why would 
turning on logging fix it (or is this just coincidence)?
 
Thanks!



 

Mike Pugh
Software Engineer13990 Parkeast CircleChantilly, VA 20151www.AmericanSystems.com
phone: (703) 968-5265mobile: (203) [EMAIL PROTECTED]

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards"




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Re: SuperDome

[Beketov Danila]

Yes, I mean HP SuperDome (server Itanium x64), and I do it first time. I
want know what problem I can meet? Now thanks to you I know, that
installing of AR System on HP SuperDome is possible. Thanks.

 

Danila

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, January 30, 2008 8:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Superdom

 

> I believe that AR System 7.1 is natively supported on Itanium
architecture.

 

There is a controlled available version of AR System 7.1.00 where the AR
System server executable is both native Itanium and 64-bit.  More
information on this is available in the Statement of Direction which can
be found at:

 

http://www.bmc.com/products/documents/63/68/86368/86368.pdf

 

AR System 7.0.01 is supported on the Itanium platform, but the
executables are still PA-RISC and thus are run by taking advantage of
the ARIES emulator.

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shyam Attavar
Sent: Wednesday, January 30, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Superdom

** 

If you are asking if the HW platform is a HP SuperDome, then I know for
a fact that we were on a HP SuperDome with PA/RISC processor until
recently. However, we moved away from the HP SuperDome with Itanium
processor since the version we have running is not natively supported on
this architecture. I believe that AR System 7.1 is natively supported on
Itanium architecture. But we are not moving to 7.1 anytime soon.

 

HTH,

--

Shyam

- Original Message - 

From: Beketov Danila   

Newsgroups: gmane.comp.crm.arsystem.general

To: arslist@ARSLIST.ORG 

Sent: Wednesday, January 30, 2008 4:24 AM

Subject: Superdom

 

** 

Hi

 

Have everyone successful experience with building ARSystem
databases on "Superdom"? What can I have problem, and it's possible at
all?

 

Danila

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Strange behavior - ITSM Applications suddenly unlicensed and getting errors left and right

[Harry Pugh]

Hi,

 

To add to the performance problems we've had, I just ran into the
strangest issue over the past 30 minutes. To the best of my knowledge -
no changes have been pushed to production since last Friday (our staging
environment where I do development is completely fine). We're running
ARServer 7.1 and ITSM 7.0.02 patch 6 on SQL 2000 (on separate DB
server).

 

I log into Remedy and I go to Incident Management and an error comes up
that says there is an Invalid Object Container and that Incident
Management is not licensed (unfortunately I do not have a screenshot of
the error message). I check the error log file and notice:

 

Wed Jan 30 22:41:28 2008  390603 : Entry does not exist in database
(ARERR 302) (repeat 5x above)

Wed Jan 30 22:41:28 2008  390603 : Failure during SQL operation to the
database : Warning: Fatal error 9001 occurred at Jan 30 2008 10:41PM
(SQL Server 21) (ARERR 552)

 

Earlier at 21:54:06, there are several hundred of those "Entry does not
exist in database" messages followed by the final Fatal Error message.

 

I restart the ARServer service and log back into Remedy - now the Home
Page Quick Links are all jumbled together, unsorted, and missing the
application names. 

 

I'm getting all sorts of active link error messages relating to user
preferences, server entries, and Incident Management not being licensed.
Flashboards were also 50/50 whether or not they showed up or displayed
an ARERROR message.

 

I verified our server licenses and our licenses were still in there (for
ARServer and ITSM). So I go to the Server Info console to turn on
logging - I turn on logging for SQL, API, and THREAD then I log out and
back in - now suddenly everything works fine.

 

I then turned logging off and everything still works fine as of right
now.

 

Has anyone ever run into this? Any idea what might have caused it? Why
would turning on logging fix it (or is this just coincidence)?

 

Thanks! 

Mike Pugh
Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
[EMAIL PROTECTED]

"Contractor of the Year - 5th Annual Greater Washington Government Contractor 
Awards" 

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email by anyone else is unauthorized. If you are not the intended recipient, 
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Re: Slow saving Active Links after ITSM app install

[Axton]

This is the root of the problem.  The admin tool downloads details for
all active links when veiwing details every time a refresh of the
active link list needs to be updated.  This equates to around 12mb of
data sent over the wire on our servers for each refresh.  It's slow
even on a fast network, and it ties up the single admin thread for
everyone during the time the data is transmitted.

I have a write up on the root cause of this issue at
http://bugs.arswiki.org/show_bug.cgi?id=58 with all the nitty gritty
details.

I just have to say that the admin tool has turned into a heap of junk
code.  It isn't and hasn't been maintained properly for a long time
now.  I hope BMC is making the right decision to scrap it and replace
it with the Eclipse based admin ui, and I hope there are some lessons
learned from this so far as code management and design practices.

In the mean time though, we are all stuck working with a piece of junk.

- memory leaks
- illegal memory operations that cause the admin app to crash
- performance nightmare
- form view details are no longer properly maintained when committing
changes back to arserver
- no major improvements in many versions

What will be interesting is how much memory my workstation will
require with an eclipse based ui; I'm really hoping that the 2gb I
have now in the machine is adequate in allowing me to work the way I
am accustomed to.  Guess we'll have to wait and see how well they
write it.

Axton Grams

On Jan 30, 2008 5:49 PM, Doug Blair <[EMAIL PROTECTED]> wrote:
> Hi!
>
> Rick's right about the issue, but there is a workaround. The problem is not
> in saving the active link, but in refreshing the list of links afterwards.
>
> I have found two modes of operation that make this performance acceptable
> (for me - your milage will vary).
>
> The first is to set your View to be a List instead of Details. This is
> better by far.
>
> The second is to open and work on your active link, but before saving it
> set your server window to look at something which will not be refreshed
> when you save, such as filters or forms. Control-Tab is your friend in this
> mode.
>
> It's pretty common for me to create one active link at the start of a
> modification or project, then make a few more usiing Save As on the File
> menu. After I have built all my links Then get the Details view. It takes a
> while, but you only need to endure the wait once.
>
> Doug
>
> ___
> Doug Blair
> Remedy Skilled Professional
> dougblairingcom
> +1-224-558-5462
>
> .. Original Message ...
> On Wed, 30 Jan 2008 13:07:49 -0800 Rick Cook <[EMAIL PROTECTED]> wrote:
> >**
>
> >I could be wrong, but as I understand the problem, the large (10k-30k)
> number of Active Links in the various ITSM products exceeds the ability for
> the Admin tool and the metatables to process those as quickly as it could
> for the exponentially smaller sets for which the structures were designed.
> I was actually wondering this morning why Active Links are slow to open in
> Admin, but Filters and Menus are not.
> >
> >Yet another reason we need to move off the Admin tool to the new Eclipse
> one.
> >
> >Rick
> >
> >On 1/30/08, Marino, Melanie A <[EMAIL PROTECTED]> wrote:
> >
> >**
> >All,
> >
> >After we installed ITSM 7.0 it is extremely slow displaying or saving
> Active Links.  We have logged a ticket with Remedy and thier only answer is
> this will be fixed when they upgrade the Admin tool.
> >
> >Has anyone else experienced this? What is your workaround -if any?
> >
> >Thanks,
> >Melanie Marino
> >KPMG LLP
> >[EMAIL PROTECTED]
> >
> >***
> >
> >The information in this email is confidential and may be legally privileged. 
> >It is intended
> solely for the addressee. Access to this email by anyone else is 
> unauthorized. If you are not
> the intended recipient, any disclosure, copying, distribution or any action
> taken or omitted to be taken in reliance on it, is prohibited and may be
> unlawful. When addressed to our clients any opinions or advice contained in
> this email are subject to the terms and conditions expressed in the
> governing KPMG client engagement letter.
> >
> >***
> >
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> html___
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Re: error while exporting SLA

[LJ Longwing]

To try and figure this one out you can turn on plugin logging and set it at
a high detail level.  Then try again.  I sometimes get this when I'm making
a plugin call to a web service that times out or something similar...the log
helps narrow down exactly what is erroring out.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anoop Sasidharan
Sent: Wednesday, January 30, 2008 8:10 PM
To: arslist@ARSLIST.ORG
Subject: error while exporting SLA


** All,
I'm getting the following error while exporting SLA.
 
ARERR [8760] Cannot establish a network connection to the AR System Plug-In
server
 
 
Any reason why this error is showing up?
 
 


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error while exporting SLA

[Anoop Sasidharan]

All,
I'm getting the following error while exporting SLA.
 
ARERR [8760] Cannot establish a network connection to the AR System Plug-In 
server
 
 
Any reason why this error is showing up?
 
 
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Re: Slow saving Active Links after ITSM app install

[Doug Blair]

Hi!

Rick's right about the issue, but there is a workaround. The problem is not 
in saving the active link, but in refreshing the list of links afterwards.

I have found two modes of operation that make this performance acceptable 
(for me - your milage will vary).

The first is to set your View to be a List instead of Details. This is 
better by far. 

The second is to open and work on your active link, but before saving it 
set your server window to look at something which will not be refreshed 
when you save, such as filters or forms. Control-Tab is your friend in this 
mode.

It's pretty common for me to create one active link at the start of a 
modification or project, then make a few more usiing Save As on the File 
menu. After I have built all my links Then get the Details view. It takes a 
while, but you only need to endure the wait once.

Doug

___
Doug Blair
Remedy Skilled Professional
dougblairingcom
+1-224-558-5462

.. Original Message ...
On Wed, 30 Jan 2008 13:07:49 -0800 Rick Cook <[EMAIL PROTECTED]> wrote:
>**
>I could be wrong, but as I understand the problem, the large (10k-30k) 
number of Active Links in the various ITSM products exceeds the ability for 
the Admin tool and the metatables to process those as quickly as it could 
for the exponentially smaller sets for which the structures were designed.  
I was actually wondering this morning why Active Links are slow to open in 
Admin, but Filters and Menus are not.
> 
>Yet another reason we need to move off the Admin tool to the new Eclipse 
one.
> 
>Rick
> 
>On 1/30/08, Marino, Melanie A <[EMAIL PROTECTED]> wrote:
>
>**
>All,
> 
>After we installed ITSM 7.0 it is extremely slow displaying or saving 
Active Links.  We have logged a ticket with Remedy and thier only answer is 
this will be fixed when they upgrade the Admin tool.  
> 
>Has anyone else experienced this? What is your workaround -if any?
> 
>Thanks,
>Melanie Marino
>KPMG LLP
>[EMAIL PROTECTED]
>
>***
>
>The information in this email is confidential and may be legally privileged. 
>It is intended 
solely for the addressee. Access to this email by anyone else is unauthorized. 
If you are not 
the intended recipient, any disclosure, copying, distribution or any action 
taken or omitted to be taken in reliance on it, is prohibited and may be 
unlawful. When addressed to our clients any opinions or advice contained in 
this email are subject to the terms and conditions expressed in the 
governing KPMG client engagement letter.
>
>***
>
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Re: Ping

[patrick zandi]

--Concept--
Unless this application is going to provide some internal historical data..
I see no reason for maintaining it in ARS.
Just call a widget. -- Create a VB or Something else, that pop's a window
and shows network health.
or even use the widget to call a View of HP Openview (your personal View of
Servers, Services)
or Bim/Sim it, and have the Proformance monitor show you your specialized
view (highend customers).
--
I used to have a script in unix around that I wrote some 12 years ago.. that
was pretty cool, will have to see if I can modify it to run on MS..but first
I have to find it. You just plug in the Servers/Whatever.. and every 30
seconds it told you if it was alive or down. You have to be able to write
something like this in windows easy enough.

I know there are hundreds of Scripters on the list.. that could just pop
that out.. no problem.
Maybe a config file and an Executable. -- use Remedy usertool to modify the
Config as you choose, and run the executable.

I found one in PERL http://cpan.org/authors/id/S/SR/SREZIC/pingomatic-1.013
But we need one that pops a MS Window and shows the data.. right..
on the unix side found this..
http://www.sunmanagers.org/pipermail/summaries/2003-January/002996.html
... Coder's Arise...
Surely it is possible to have a small window with Tiny font, pop a window
and show
name  --> Alive
name ++ Down
name --> Alive

and it stays on top. Forced..
--/Concept


On 1/30/08, Steven Pataray <[EMAIL PROTECTED]> wrote:
>
> ** As for the Up and Down field, maybe have the results create a text file
> on the server then create a Menu of Menu Type of File to access the text
> file. Then connect the menu to a character field.
>
> Steve
>
>
>  On 1/30/08, William H. Will Du Chene <[EMAIL PROTECTED]> wrote:
> >
> > Why not...
> >
> > 1.) Develop a form that contains the ip address, or host name of the
> > machine that you want to ping.
> > 2.) Develop a view form with a table field that queries the host form.
> > 3.) Develop a simple Perl script and place it on your server to be run
> > via
> > an escalation every X minutes.
> >
> > The Perl script would then use the ARSPerl module to open up the host
> > form
> > within the AR System and retrieve a list of the hosts that it needs to
> > contact. It would then cycle through each of the servers therein, and
> > update the corrosponding server's host record within the AR System. The
> > Perl script could use either one of the Net modules, or simply be a
> > wrapper for the ping utility. Maybe you could even do something a bit
> > more
> > classy, such as open a connection to the any of the services that might
> > be
> > on the server and verify that they are available (for example, if this
> > server is an IMAP server, your script could access an account, or if the
> > server is a database server, it could create a row in a test table &
> > database) and collect the delta for the amount of time that the
> > operation
> > took and place that into the host record.
> >
> > From your control panel form, use an active link that updates every X
> > time
> > period. The idea being that any servers that are down, or services that
> > would be unavailable would be visible within the control panel. Of
> > course,
> > the accuracy is limited by the delta in time that is present between the
> > last run time of the script and the refresh on the control panel, but it
> > should work fine for the average stuff. Besides, if it's a major network
> > or service outage, the customers will be on the phone anyway...
> >
> > Just a thought...
> >
> >
> >
> >
> > --
> >
> > Will Du Chene
> > [EMAIL PROTECTED]
> > http://www.myspace.com/wduchene
> >
> >
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>
>
>
> --
> Thanks
>
> Steven Pataray
> Senior Analyst, Help Desk
> Bank of Hawaii
> 909 Dillingham Blvd, Honolulu, HI. 96817
> 808 694-5078 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are" html___




-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com
Exceeding your Expectations !

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Re: Slow saving Active Links after ITSM app install

[Grooms, Frederick W]

That makes sense.  
 
If you watch the Server SQL log when you select Active Links in the
Admin tool (when you have the Details displayed) it pulls data for the
active links by ID in groups of 200.  Filters, on the other hand, do the
pull of data in a single SQL statement.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kifinti AR Developer
Sent: Wednesday, January 30, 2008 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow saving Active Links after ITSM app install


** 

We also experienced this and after all normal research failed to turn
anything up we opened a BMC Support ticket.  No luck from that - the
response was basically that it was operating as designed.  We submitted
an enhancement request.

 

One very important observation that a colleague made was that the slow
response is enabled by having the Details view open in the Admin Tool.
Using View 'List' returns the response time back to acceptable from
unbearable.

 

-david

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: January 30, 2008 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow saving Active Links after ITSM app install

 

By the way - if you are working on a development server you can always
put it in development cache mode.  This should help somewhat.

 

Make sure you read up on the pros/cons of doing this.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Wednesday, January 30, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow saving Active Links after ITSM app install

** 

check the CMDB Performance Guide.. 

It discusses a couple of issues you might be experiencing .. Indexes
seemed to be a hot issue.. 

Recommendation was to put all those indexes on a seperate tablespace ...


Also EIE needs the right amount of Theads with 2 GIG of ram allocated --
2 threads per CPU.. 

 

Just read the guide.. I hope that will help you some..  unless you
already did that.. 

 

On 1/30/08, SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> wrote:


** 
Saving everything is VERY slow for us, not just active links.  It's like
it takes the tool forever to respond after the save is complete. 

Don't have an answer, but you aren't the only one. 





 

"Marino, Melanie A" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

01/30/2008 03:00 PM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Slow saving Active Links after ITSM app install

 

 

 

 

All, 
  
After we installed ITSM 7.0 it is extremely slow displaying or saving
Active Links.  We have logged a ticket with Remedy and thier only answer
is this will be fixed when they upgrade the Admin tool.   
  
Has anyone else experienced this? What is your workaround -if any? 
  
Thanks,
Melanie Marino 
KPMG LLP 
[EMAIL PROTECTED]   




-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com 


 
 

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Re: Incoming emails on Solaris + Exchange

[William Rentfrow]

Will - you should know by now that when I say "should" I don't mean "in
an ideal world" :)

What would of course be preferable is some sort of open-platform API
that was secure.  But as you state - that will happen right along the
time my taxes give me cash back!

Hey Will - give me a call when you get a chance... 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William H. Will Du Chene
Sent: Wednesday, January 30, 2008 5:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails on Solaris + Exchange

Please don't take this the wrong way, for it is meant in the best
possible sense, but would anyone really want MAPI on a *nix box?

I dunno, maybe it is just me, but there has to be something wrong in the
Universe when they come out with that implementation. Up will be down.
Right will be wrong. Taxes will give you money back... I dunno...

Besides, considering what MAPI is, the number of Windows internals that
it is tied to, and the modes in which Exchange operates (internet vs.
workgroup) I doubt that they would be able to port it - and if they did
it might not work exactly as expected.

I'd much rather have that standard mbox file anyway. The mail data is
text based. The contents of the file can be parsed with scripts. A Perl
script can be used to load the contents into the mail form with ARSPerl
and the mbox contents can be parsed with anyone of the parser packages
that are available. Mime encoded attachments are fairly easy to work
with as there are packages available for them as well. Life is a cool
place.

The only thing that is a pain is the parsing of attachments out of it -
and that is only if your clients are using a Microsoft Outlook client to
send the messages to the machine because Microsoft decided to
encapsulate the attachment data with their own - say the word with me -
"proprietary"
format called TNEF (transport neutral encapsulation/encoding format).
This why mail sent from an Outlook client when viewed on a *nix box have
that cute little ".dat" file...

Oddly enough, Outlook Express, Thunderbird, Pine, Netscape Mail, most
web mail based system, Eudora/Penelope - and the list goes on - mail
clients don't use the format, which makes Outlook seem somewhat well

I do agree with you, however. It is a pain. Maybe the wizards could
bless the application suite with an import utility specifically for mail
that could be used for this. That way they would be addressing the need
while still keeping all right with the cosmos.




> In all fairness I don't see this as solely BMC Remedy issue even 
> though it's a huge pain in the neck for me in terms of the
compatibility.
>
> Microsoft engineered MAPI to be used natively on Windows (which they 
> sell of course) and supports POP3 and IMAP4 - but they don't push 
> these other protocols.  In fact, to get all the bells and whistles out

> of Exchange and Outlook you need MAPI.
>
> Remedy is engineered to be compatible with all of them IF the platform

> allows it.  Remedy does a pretty good job of being OS compatible IMHO 
> but the cross platform issues are just as much a Microsoft issue as 
> anyone else's.  The MAPI connector should be universal in this fairly 
> mature enterprise market.  Microsoft knows that true enterprise 
> systems rarely use windows servers - and they also know a LOT of 
> automated incoming and outgoing email products exist for all platforms
out there.
>
> My customer in this case uses exchange - and because of that choice 
> they have limitations when it comes to interfacing with Remedy servers

> designed for thousands of users and literally tens of millions of 
> customers.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: Wednesday, January 30, 2008 1:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incoming emails on Solaris + Exchange
>
> The other question to ask:   Is the protocol even available on Unix?
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Wednesday, January 30, 2008 12:35 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incoming emails on Solaris + Exchange
>
> Ray,
>
> I am not challenging or questioning any of those ideas or
perspectives.
> (Mostly because I think you are right on the mark.)
>
> However... Can you indicate any preferred protocols that should be 
> supported by BMC for E-Mail with ARS? Have you already submitted RFE 
> (Request for Enhancements) for support of those protocols?
>
> ( Just trying to light a candle, not a religious war over 
> platforms/standards/security. :) )
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
> On Jan 30, 2008 1:22 PM, Ray Gellen

Re: Arplugin dies with 0 every 90 seconds

[ZHANG, ERIC L]

I commented out REMEDY.ARF.CAI plugin (libcaieventcmd.so) in ar.conf and
the arplugin still crashed every 90 seconds.  I went on to try each
plugin one by one in ar.conf and found out the cause of the problem:
ardbcQuery (libardbcQuery.so).  The plugin is used to query the overview
console and return data from the vendor form for Incident, Problem,
Change and Asset.  The BMC support sent me a patch file to replace the
plugin but it couldn't be loaded during startup. In arerror.log, this is
shown: 

 

Wed Jan 30 15:31:34 2008  390695 : The plug-in does not implement
ARPluginIdentify().  The plug-in will not load. (ARERR 8759)

Wed Jan 30 15:31:34 2008
/opt/remedy/arsystem/remedydev/incident/bin/libardbcQuery.so

 

While the BMC support is escalating the problem to resolution team, I
also found another problem with the application dispatcher when arplugin
is not dying:  arsvcdsp dies with 65280 every 30 minutes.  Has any one
seen this before?

 

Thanks.

 

Eric

 

On Tue, 29 Jan 2008 15:47:48 -0500, Axton <[EMAIL PROTECTED]> wrote:

 

>So comment out that plugin, then restart the plugin server.  If it

>doesn't die, you know that is the source of the problem.

>

>Axton

>

>On Jan 29, 2008 3:35 PM, ZHANG, ERIC L <[EMAIL PROTECTED]> wrote:

>> **

>>

>>

>>

>> Axton,

>>

>>

>>

>> I did look at the arplugin log (finest).  The arpluin log shows the
last log

>> line as:

>>

>>   Entering ARPluginCreateInstance

>>

>> while arplugin was still alive.

>>

>>

>>

>> There should be a line for  Leaving
ARPluginCreateInstance.

>> I think it's REMEDY.ARF.CAI that causes the problem but still don't
know why

>> it does.

>>

>>

>>

>> Thanks,

>>

>> Eric

>>

>>

>>

>>

>>

>>

>>

>>

>> On Mon, 28 Jan 2008 19:48:52 -0500, Axton <[EMAIL PROTECTED]>
wrote:

>>

>>

>>

>> >Debug plugin logs will be more revealing.

>>

>> >

>>

>> >Axton Grams

>>

>> >

>>

>> >On Jan 28, 2008 3:56 PM, ZHANG, ERIC L <[EMAIL PROTECTED]> wrote:

>>

>> >> Hello, all!

>>

>> >>

>>

>> >> We have seen that arpluin dies every 90 seconds, which results in
other

>>

>> >> processes to be terminated.  armonitor keeps restarting all the

>>

>> >> processes.  I have looked at the logs (api, sql, filter,
escalation, and

>>

>> >>

>>

>> >> plugin) and don't have any clues what causes it.

>>

>> >>

>>

>> >>

>>

>> >> **

>>

>> >> ARS 7.0.01 patch 6

>>

>> >> Solaris 9

>>

>> >> Oracle 10gR2

>>

>> >> ITSM 7.0.02 patch 3

>>

>> >> **

>>


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Re: Incoming emails on Solaris + Exchange

[William H. Will Du Chene]

Please don't take this the wrong way, for it is meant in the best possible
sense, but would anyone really want MAPI on a *nix box?

I dunno, maybe it is just me, but there has to be something wrong in the
Universe when they come out with that implementation. Up will be down.
Right will be wrong. Taxes will give you money back... I dunno...

Besides, considering what MAPI is, the number of Windows internals that it
is tied to, and the modes in which Exchange operates (internet vs.
workgroup) I doubt that they would be able to port it - and if they did it
might not work exactly as expected.

I'd much rather have that standard mbox file anyway. The mail data is text
based. The contents of the file can be parsed with scripts. A Perl script
can be used to load the contents into the mail form with ARSPerl and the
mbox contents can be parsed with anyone of the parser packages that are
available. Mime encoded attachments are fairly easy to work with as there
are packages available for them as well. Life is a cool place.

The only thing that is a pain is the parsing of attachments out of it -
and that is only if your clients are using a Microsoft Outlook client to
send the messages to the machine because Microsoft decided to encapsulate
the attachment data with their own - say the word with me - "proprietary"
format called TNEF (transport neutral encapsulation/encoding format). This
why mail sent from an Outlook client when viewed on a *nix box have that
cute little ".dat" file...

Oddly enough, Outlook Express, Thunderbird, Pine, Netscape Mail, most web
mail based system, Eudora/Penelope - and the list goes on - mail clients
don't use the format, which makes Outlook seem somewhat well

I do agree with you, however. It is a pain. Maybe the wizards could bless
the application suite with an import utility specifically for mail that
could be used for this. That way they would be addressing the need while
still keeping all right with the cosmos.




> In all fairness I don't see this as solely BMC Remedy issue even though
> it's a huge pain in the neck for me in terms of the compatibility.
>
> Microsoft engineered MAPI to be used natively on Windows (which they
> sell of course) and supports POP3 and IMAP4 - but they don't push these
> other protocols.  In fact, to get all the bells and whistles out of
> Exchange and Outlook you need MAPI.
>
> Remedy is engineered to be compatible with all of them IF the platform
> allows it.  Remedy does a pretty good job of being OS compatible IMHO
> but the cross platform issues are just as much a Microsoft issue as
> anyone else's.  The MAPI connector should be universal in this fairly
> mature enterprise market.  Microsoft knows that true enterprise systems
> rarely use windows servers - and they also know a LOT of automated
> incoming and outgoing email products exist for all platforms out there.
>
> My customer in this case uses exchange - and because of that choice they
> have limitations when it comes to interfacing with Remedy servers
> designed for thousands of users and literally tens of millions of
> customers.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: Wednesday, January 30, 2008 1:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incoming emails on Solaris + Exchange
>
> The other question to ask:   Is the protocol even available on Unix?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Wednesday, January 30, 2008 12:35 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Incoming emails on Solaris + Exchange
>
> Ray,
>
> I am not challenging or questioning any of those ideas or perspectives.
> (Mostly because I think you are right on the mark.)
>
> However... Can you indicate any preferred protocols that should be
> supported by BMC for E-Mail with ARS? Have you already submitted RFE
> (Request for Enhancements) for support of those protocols?
>
> ( Just trying to light a candle, not a religious war over
> platforms/standards/security. :) )
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
> On Jan 30, 2008 1:22 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote:
>> **
>>
>> Folks, remember that a big sector of Remedy useage is Uncle Sam, both
>> govt and military.
>>
>> I can only speak for our project in that both POP3 and IMAP4 are
>> forbidden by security.  This makes like really rough for someone
>> operating on Solaris as MBOX becomes your only protocol left for
>> incoming email (MAPI is Exchange/Winblows).
>>
>> (begin soapbox)
>> This is a heartache we have with Remedy as we re-evaluate ITSM
>> platform selection in the future.  BMC's attitude is increasingly
>> "just get a windows box" for more and more of th

cmdb 2.0 Instance Permissions / Application Roles

[patrick zandi]

Hey all --
Just a Quick Question if you know CMDB 2.0
What are the considerations concerning the CMDBWriteSecurity /
CMDBRowLevelSecurity and Application Roles
-- Is the key behind this that it acts like Locked Submitter mode for
"CMDB"  allowing any user to submit.
Or is there more here than meets the Eye..
Atrim CMDB 2.0 Page 76--

What if you do not?  What is the impact.

Patrick Zandi

Dev Technology Group -->  www.devtechnology.com
Exceeding your Expectations !

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Re: Ping

[Steven Pataray]

As for the Up and Down field, maybe have the results create a text file on
the server then create a Menu of Menu Type of File to access the text file.
Then connect the menu to a character field.

Steve


On 1/30/08, William H. Will Du Chene <[EMAIL PROTECTED]> wrote:
>
> Why not...
>
> 1.) Develop a form that contains the ip address, or host name of the
> machine that you want to ping.
> 2.) Develop a view form with a table field that queries the host form.
> 3.) Develop a simple Perl script and place it on your server to be run via
> an escalation every X minutes.
>
> The Perl script would then use the ARSPerl module to open up the host form
> within the AR System and retrieve a list of the hosts that it needs to
> contact. It would then cycle through each of the servers therein, and
> update the corrosponding server's host record within the AR System. The
> Perl script could use either one of the Net modules, or simply be a
> wrapper for the ping utility. Maybe you could even do something a bit more
> classy, such as open a connection to the any of the services that might be
> on the server and verify that they are available (for example, if this
> server is an IMAP server, your script could access an account, or if the
> server is a database server, it could create a row in a test table &
> database) and collect the delta for the amount of time that the operation
> took and place that into the host record.
>
> From your control panel form, use an active link that updates every X time
> period. The idea being that any servers that are down, or services that
> would be unavailable would be visible within the control panel. Of course,
> the accuracy is limited by the delta in time that is present between the
> last run time of the script and the refresh on the control panel, but it
> should work fine for the average stuff. Besides, if it's a major network
> or service outage, the customers will be on the phone anyway...
>
> Just a thought...
>
>
>
>
> --
>
> Will Du Chene
> [EMAIL PROTECTED]
> http://www.myspace.com/wduchene
>
>
> ___
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> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>



-- 
Thanks

Steven Pataray
Senior Analyst, Help Desk
Bank of Hawaii
909 Dillingham Blvd, Honolulu, HI. 96817
808 694-5078

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Re: Slow saving Active Links after ITSM app install

[Kifinti AR Developer]

We also experienced this and after all normal research failed to turn
anything up we opened a BMC Support ticket.  No luck from that - the
response was basically that it was operating as designed.  We submitted an
enhancement request.

 

One very important observation that a colleague made was that the slow
response is enabled by having the Details view open in the Admin Tool.
Using View 'List' returns the response time back to acceptable from
unbearable.

 

-david

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: January 30, 2008 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow saving Active Links after ITSM app install

 

By the way - if you are working on a development server you can always put
it in development cache mode.  This should help somewhat.

 

Make sure you read up on the pros/cons of doing this.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Wednesday, January 30, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow saving Active Links after ITSM app install

** 

check the CMDB Performance Guide.. 

It discusses a couple of issues you might be experiencing .. Indexes seemed
to be a hot issue.. 

Recommendation was to put all those indexes on a seperate tablespace ... 

Also EIE needs the right amount of Theads with 2 GIG of ram allocated -- 2
threads per CPU.. 

 

Just read the guide.. I hope that will help you some..  unless you already
did that.. 

 

On 1/30/08, SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> wrote: 

** 
Saving everything is VERY slow for us, not just active links.  It's like it
takes the tool forever to respond after the save is complete. 

Don't have an answer, but you aren't the only one. 






"Marino, Melanie A" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

01/30/2008 03:00 PM 


Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG 


cc

 


Subject

Slow saving Active Links after ITSM app install

 


 

 

 




** 
All, 
  
After we installed ITSM 7.0 it is extremely slow displaying or saving Active
Links.  We have logged a ticket with Remedy and thier only answer is this
will be fixed when they upgrade the Admin tool.   
  
Has anyone else experienced this? What is your workaround -if any? 
  
Thanks,
Melanie Marino 
KPMG LLP 
  [EMAIL PROTECTED] 




*** 

 

The information in this email is confidential and may be legally privileged.
It is intended solely for the addressee. Access to this email by anyone else
is
unauthorized. If you are not the intended recipient, any disclosure,
copying,
distribution or any action taken or omitted to be taken in reliance on it,
is
prohibited and may be unlawful. When addressed to our clients any opinions
or
advice contained in this email are subject to the terms and conditions
expressed in the governing KPMG client engagement letter. 

 

*** 







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"Where the Answers Are" html___ 
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"Where the Answers Are" html___




-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com 
Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.com ARSlist:
"Where the Answers Are" html___ 

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
html___

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Re: Ping

[William H. Will Du Chene]

Why not...

1.) Develop a form that contains the ip address, or host name of the
machine that you want to ping.
2.) Develop a view form with a table field that queries the host form.
3.) Develop a simple Perl script and place it on your server to be run via
an escalation every X minutes.

The Perl script would then use the ARSPerl module to open up the host form
within the AR System and retrieve a list of the hosts that it needs to
contact. It would then cycle through each of the servers therein, and
update the corrosponding server's host record within the AR System. The
Perl script could use either one of the Net modules, or simply be a
wrapper for the ping utility. Maybe you could even do something a bit more
classy, such as open a connection to the any of the services that might be
on the server and verify that they are available (for example, if this
server is an IMAP server, your script could access an account, or if the
server is a database server, it could create a row in a test table &
database) and collect the delta for the amount of time that the operation
took and place that into the host record.

>From your control panel form, use an active link that updates every X time
period. The idea being that any servers that are down, or services that
would be unavailable would be visible within the control panel. Of course,
the accuracy is limited by the delta in time that is present between the
last run time of the script and the refresh on the control panel, but it
should work fine for the average stuff. Besides, if it's a major network
or service outage, the customers will be on the phone anyway...

Just a thought...




-- 

Will Du Chene
[EMAIL PROTECTED]
http://www.myspace.com/wduchene

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Re: Slow saving Active Links after ITSM app install

[William Rentfrow]

By the way - if you are working on a development server you can always
put it in development cache mode.  This should help somewhat.
 
Make sure you read up on the pros/cons of doing this.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Wednesday, January 30, 2008 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow saving Active Links after ITSM app install


** 
check the CMDB Performance Guide.. 
It discusses a couple of issues you might be experiencing .. Indexes
seemed to be a hot issue.. 
Recommendation was to put all those indexes on a seperate tablespace ...

Also EIE needs the right amount of Theads with 2 GIG of ram allocated --
2 threads per CPU.. 
 
Just read the guide.. I hope that will help you some..  unless you
already did that.. 

 
On 1/30/08, SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> wrote:


** 
Saving everything is VERY slow for us, not just active links.
It's like it takes the tool forever to respond after the save is
complete. 

Don't have an answer, but you aren't the only one. 





"Marino, Melanie A" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

01/30/2008 03:00 PM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Slow saving Active Links after ITSM app install 







** 
All, 
  
After we installed ITSM 7.0 it is extremely slow displaying or
saving Active Links.  We have logged a ticket with Remedy and thier only
answer is this will be fixed when they upgrade the Admin tool.   
  
Has anyone else experienced this? What is your workaround -if
any? 
  
Thanks,
Melanie Marino 
KPMG LLP 
[EMAIL PROTECTED]   






*** 




The information in this email is confidential and may be legally
privileged.
It is intended solely for the addressee. Access to this email by
anyone else is
unauthorized. If you are not the intended recipient, any
disclosure, copying,
distribution or any action taken or omitted to be taken in
reliance on it, is
prohibited and may be unlawful. When addressed to our clients
any opinions or
advice contained in this email are subject to the terms and
conditions
expressed in the governing KPMG client engagement letter. 





*** 







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  ARSlist: "Where the Answers Are" html___ 
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  ARSlist: "Where the Answers Are" html___
























-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com 
Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.com
ARSlist: "Where the Answers Are" html___ 

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Re: Incoming emails on Solaris + Exchange

[William Rentfrow]

In all fairness I don't see this as solely BMC Remedy issue even though
it's a huge pain in the neck for me in terms of the compatibility.

Microsoft engineered MAPI to be used natively on Windows (which they
sell of course) and supports POP3 and IMAP4 - but they don't push these
other protocols.  In fact, to get all the bells and whistles out of
Exchange and Outlook you need MAPI.

Remedy is engineered to be compatible with all of them IF the platform
allows it.  Remedy does a pretty good job of being OS compatible IMHO
but the cross platform issues are just as much a Microsoft issue as
anyone else's.  The MAPI connector should be universal in this fairly
mature enterprise market.  Microsoft knows that true enterprise systems
rarely use windows servers - and they also know a LOT of automated
incoming and outgoing email products exist for all platforms out there.

My customer in this case uses exchange - and because of that choice they
have limitations when it comes to interfacing with Remedy servers
designed for thousands of users and literally tens of millions of
customers.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, January 30, 2008 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails on Solaris + Exchange

The other question to ask:   Is the protocol even available on Unix? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, January 30, 2008 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails on Solaris + Exchange

Ray,

I am not challenging or questioning any of those ideas or perspectives.
(Mostly because I think you are right on the mark.)

However... Can you indicate any preferred protocols that should be
supported by BMC for E-Mail with ARS? Have you already submitted RFE
(Request for Enhancements) for support of those protocols?

( Just trying to light a candle, not a religious war over
platforms/standards/security. :) )

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Jan 30, 2008 1:22 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote:
> **
>
> Folks, remember that a big sector of Remedy useage is Uncle Sam, both 
> govt and military.
>
> I can only speak for our project in that both POP3 and IMAP4 are 
> forbidden by security.  This makes like really rough for someone 
> operating on Solaris as MBOX becomes your only protocol left for 
> incoming email (MAPI is Exchange/Winblows).
>
> (begin soapbox)
> This is a heartache we have with Remedy as we re-evaluate ITSM 
> platform selection in the future.  BMC's attitude is increasingly 
> "just get a windows box" for more and more of their solutions or 
> sub-features with ARS.  We're getting tired of hearing "oh, we haven't

> developed a unix version of SSO for 6.03" in the past or "just use
MAPI or POP3" now for incoming email.
>
> Remedy started out primarily a Unix system and much of their growth 
> was due to that sector.  Government, at least a big majority of it, 
> runs on Unix/Oracle.  The younger generation of devs may not see 
> things that way and I have no desire to fire a debate thread here, but

> spend some time in the military sector and then evaluate that 
> statement.  If BMC doesn't wake up and smell the coffee as they roll 
> out products, they could start finding their wallet getting lighter, 
> IMHO.  Slapping Windows-box bandaids in a secure Unix environment is 
> not a realistic workaround just because BMC doesn't have the 
> committment to ensuring that their product works as-advertised on all 
> environments they claim to support when they sell it and collect their
multi-million-dollar support contracts each year.
> (end soapbox)


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Re: Slow saving Active Links after ITSM app install

[patrick zandi]

check the CMDB Performance Guide..
It discusses a couple of issues you might be experiencing .. Indexes seemed
to be a hot issue..
Recommendation was to put all those indexes on a seperate tablespace ...
Also EIE needs the right amount of Theads with 2 GIG of ram allocated -- 2
threads per CPU..

Just read the guide.. I hope that will help you some..  unless you already
did that..


On 1/30/08, SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]> wrote:
>
> **
> Saving everything is VERY slow for us, not just active links.  It's like
> it takes the tool forever to respond after the save is complete.
>
> Don't have an answer, but you aren't the only one.
>
>
>
>
>   *"Marino, Melanie A" <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 01/30/2008 03:00 PM   Please respond to
> arslist@ARSLIST.ORG
>
>To
> arslist@ARSLIST.ORG  cc
>   Subject
> Slow saving Active Links after ITSM app install
>
>
>
>
> **
> All,
>
> After we installed ITSM 7.0 it is extremely slow displaying or saving
> Active Links.  We have logged a ticket with Remedy and thier only answer is
> this will be fixed when they upgrade the Admin tool.
>
> Has anyone else experienced this? What is your workaround -if any?
>
> Thanks,
> Melanie Marino
> KPMG LLP
> [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>
>
>
> ***
>
>
> The information in this email is confidential and may be legally
> privileged.
> It is intended solely for the addressee. Access to this email by anyone
> else is
> unauthorized. If you are not the intended recipient, any disclosure,
> copying,
> distribution or any action taken or omitted to be taken in reliance on it,
> is
> prohibited and may be unlawful. When addressed to our clients any opinions
> or
> advice contained in this email are subject to the terms and conditions
> expressed in the governing KPMG client engagement letter.
>
>
> ***
>
>
>
>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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>


-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com
Exceeding your Expectations !

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Automatically start Remedy Alert functionality

[TL]

Hello List,

I'm having a problem automatically starting Remedy Alert after
rebooting the client machine. I'm using Remedy Alert patch v22 for ARS
6.3. The server and tool are configured correctly as I am getting
alert messages, but automatically starting the tool doesn't seem to
work after reboot.

I installed Remedy Alert, configured it to start automatically, set up
a user profile for myself, and pointed the default user to DEFAULT
HOME. If I exit the program and restart Remedy Alert, the tool logs
right in without having to enter user information. Exactly what I
want. If I reboot the machine, Remedy Alert tries to start
automatically, but it fails to login onto the server. If I remove the
entry in the password field and reenter my password, I can logon just
fine. I can exit and restart again without entering user information.
Reboot, bam -- SOL.

I found that the Alert tool is setting my encrypted password in the
registry on every login in HKEY_CURRENT_USER\Software\Remedy\ARUser
\Users\tlamy\LastPassword

When I exit and restart the program the Alert tool appears to pull the
encrypted string from the registry, it reads fine, decrypts the
string, and logs me on. When it pulls the value after rebooting, the
tool cannot either read or decrypt the string.

I removed all Remedy tools, removed the AR System directories,
reinstalled Alert solo and tested. Still no joy. Does anyone know
what's going on and how to fix this?

Thanks
Tom

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Re: Slow saving Active Links after ITSM app install

[Rune Sorlid]

Hi.

ITSM is a large application, and everything will take longer time. When you
develope on a server that has ITSM installed, you must always set the server
in "Development Cache Mode".

/Rune Sorlid




2008/1/30, SUBSCRIBE arslist Melissa <[EMAIL PROTECTED]>:
>
> **
> Saving everything is VERY slow for us, not just active links.  It's like
> it takes the tool forever to respond after the save is complete.
>
> Don't have an answer, but you aren't the only one.
>
>
>
>
>   *"Marino, Melanie A" <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 01/30/2008 03:00 PM   Please respond to
> arslist@ARSLIST.ORG
>
>To
> arslist@ARSLIST.ORG  cc
>   Subject
> Slow saving Active Links after ITSM app install
>
>
>
>
> **
> All,
>
> After we installed ITSM 7.0 it is extremely slow displaying or saving
> Active Links.  We have logged a ticket with Remedy and thier only answer is
> this will be fixed when they upgrade the Admin tool.
>
> Has anyone else experienced this? What is your workaround -if any?
>
> Thanks,
> Melanie Marino
> KPMG LLP
> [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>
>
>
> ***
>
>
> The information in this email is confidential and may be legally
> privileged.
> It is intended solely for the addressee. Access to this email by anyone
> else is
> unauthorized. If you are not the intended recipient, any disclosure,
> copying,
> distribution or any action taken or omitted to be taken in reliance on it,
> is
> prohibited and may be unlawful. When addressed to our clients any opinions
> or
> advice contained in this email are subject to the terms and conditions
> expressed in the governing KPMG client engagement letter.
>
>
> ***
>
>
>
>
>
>
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Re: AIE Flat File

[versicle]

I've added the directory to the PATH but am still receiving the error. Any
other ideas?

Mike



Carey Matthew Black wrote:
> 
> Mike,
> 
> This is a generic OS (ish) problem that is part of the typical "Path
> issues" with using shared libs.
> 
> You likely need to either set or update PATH and or LD_LIBRARY_PATH
> values for your user/session to include the dir where that file lives.
> (Maybe under the ARS server install dir, maybe not.)
> 
> HTH
> 
> -- 
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
> 
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
> 
> 
> On Jan 30, 2008 12:01 PM, versicle <[EMAIL PROTECTED]> wrote:
>> Thanks Kelly...here is the command I'm running and the error I'm
>> receiving:
>>
>> ./filehelper -ax 10.40.1.35 -al Demo -ap "" -ar  -fn
>> /remedyars/app01dev3_0_0/bmc/apps/aie/ITSSTX3D3BMCAPP01-0/service/data/computersystem.tbl
>> -d
>> ld.so.1: filehelper: fatal: libicuucbmc.so.32: open failed: No such file
>> or
>> directory
>> Killed
>>
>> Am I using this correctly? Have you seen this error?
>>
>> Mike
> 
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> 

-- 
View this message in context: 
http://www.nabble.com/AIE-Flat-File-tp15164885p15192623.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Several instances of ARS on one Solaris server

[Joe Bucci]

Dmitry,  just FYI, did this on Windows.
One consideration was to install it (different version) in a different 
directory.  Also, DB instance should be different name.
There was once a KB article regarding this.  Don't know if it is still out 
there.
 
good luck.Joe



> Date: Wed, 30 Jan 2008 12:47:01 -0500> From: [EMAIL PROTECTED]> Subject: Re: 
> Several instances of ARS on one Solaris server> To: arslist@ARSLIST.ORG> > 
> Yes> > Axton Grams> > On Jan 30, 2008 12:45 PM, Dmitry Bezhenar <[EMAIL 
> PROTECTED]> wrote:> > **> >> >> >> > Hi ARSlist,> >> >> >> > I would like to 
> install both ARS6.3 and ARS7 on the same Solaris> > 10/Oracle10g box.> >> >> 
> >> > Is it possible?> >> >> >> > Thank you.> >> >> >> > Regards,> >> > 
> Dmitry.> >> >> > No virus found in this outgoing message.> > Checked by AVG 
> Free Edition.> > Version: 7.5.516 / Virus Database: 269.19.16 - Release Date: 
> 29/01/2008> > 00:00> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where 
> the Answers Are"> > html___> > 
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Re: Slow saving Active Links after ITSM app install

[Rick Cook]

I could be wrong, but as I understand the problem, the large (10k-30k)
number of Active Links in the various ITSM products exceeds the ability for
the Admin tool and the metatables to process those as quickly as it could
for the exponentially smaller sets for which the structures were designed.
I was actually wondering this morning why Active Links are slow to open in
Admin, but Filters and Menus are not.

Yet another reason we need to move off the Admin tool to the new Eclipse
one.

Rick

On 1/30/08, Marino, Melanie A <[EMAIL PROTECTED]> wrote:
>
> ** All,
>
> After we installed ITSM 7.0 it is extremely slow displaying or saving
> Active Links.  We have logged a ticket with Remedy and thier only answer is
> this will be fixed when they upgrade the Admin tool.
>
> Has anyone else experienced this? What is your workaround -if any?
>
> Thanks,
> Melanie Marino
> KPMG LLP
> [EMAIL PROTECTED]
>
> ***
>
> The information in this email is confidential and may be legally privileged.
> It is intended solely for the addressee. Access to this email by anyone else 
> is
> unauthorized. If you are not the intended recipient, any disclosure, copying,
> distribution or any action taken or omitted to be taken in reliance on it, is
> prohibited and may be unlawful. When addressed to our clients any opinions or
> advice contained in this email are subject to the terms and conditions
> expressed in the governing KPMG client engagement letter.
>
> ***
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
>
>

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Re: Slow saving Active Links after ITSM app install

[SUBSCRIBE arslist Melissa]

Saving everything is VERY slow for us, not just active links.  It's like 
it takes the tool forever to respond after the save is complete.

Don't have an answer, but you aren't the only one.





"Marino, Melanie A" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

01/30/2008 03:00 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Slow saving Active Links after ITSM app install






** 
All,
 
After we installed ITSM 7.0 it is extremely slow displaying or saving 
Active Links.  We have logged a ticket with Remedy and thier only answer 
is this will be fixed when they upgrade the Admin tool. 
 
Has anyone else experienced this? What is your workaround -if any?
 
Thanks,
Melanie Marino 
KPMG LLP
[EMAIL PROTECTED]




***


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It is intended solely for the addressee. Access to this email by anyone 
else is
unauthorized. If you are not the intended recipient, any disclosure, 
copying,
distribution or any action taken or omitted to be taken in reliance on it, 
is
prohibited and may be unlawful. When addressed to our clients any opinions 
or
advice contained in this email are subject to the terms and conditions
expressed in the governing KPMG client engagement letter.


***






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Re: Email engine (6.03, Solaris8, Oracle9)

[Michiel Beijen]

If your customer has security issues with sending email to the AR
System, you might want to look into exposing a webservice to get the
records created in Remedy. I guess if your customer makes a fuss about
security you will probably have the nicest SSL certificates on the
mid-tier server which will encrypt the data going into the Mid-Tier
automatically.

Now and if you - for some reason or other - do not have a mid-tier
installed (gee, that would be REALLY secure ;-) then you could
also create API integration of some form.

A good programmer can create code in a matter of  to talk to the
Web Service from any language or on the API level by using the C,
Java, .NET or ARSPerl API integration.

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl


On Jan 30, 2008 7:26 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote:
> **
>
> No, you do not need field ID's, check the Email Engine manual pdf.  Just
> surround valid field names with !
>
> BTW, thx to the list members and Michiel in particular this time around.
> The root of our problem was that the engine never got restarted after
> setting the configuration.  After I relayed the information to the engineer
> I had working the issue, they reported success.  Many thanks again, and glad
> it was something simple.  Now if we can just get a viable protocol for use
> in UNIX that isn't blocked for security purposes (pop3 and imap is blocked),
> we'll be golden in production ;)
>
> Ray Gellenbeck
> around since 3.x
>
>
>
> - Original Message 
> From: "Sanford, Claire" <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, January 30, 2008 6:42:03 AM
> Subject: Re: Email engine (6.03, Solaris8, Oracle9)
>
> In case I am missing something... Don't you need the field ID numbers
> along with the names??
>
> > !Base!: CPLS
> >
> > !Company!:
> >
> > AUIC:
> >
> > !TaskOrder!: 2341
> >
> > !ModNumber!: 12
> >
> > !PurchaseOrder! #
> >
> > !Classification!: Unclassified
> >
> > !ServiceLevelID!: Basic
> >
> > !AssetID!:
> >
> > !ForeignNational!: No
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
> Sent: Wednesday, January 30, 2008 5:17 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Email engine (6.03, Solaris8, Oracle9)
>
> Hi Ray,
>
> In order for Remedy to parse the incoming messages you need to set the
> "Email Action" field on the AR System Email Mailbox Configuration form
> record for the Incoming mailbox to "Parse".
>
> Also, you would need to restart the email engine to read any
> configuration changes you made to the Mailbox Configuration form; and
> you would need to re-submit the emails you send in earlier.
>
> hth,
>
> --
> Met vriendelijke groet / Kind regards
> Michiel Beijen
> __
> MANSOLUTIONS
> Energieweg 60-62
> 3771 NA Barneveld
> The Netherlands
> Tel. +31-(0)612968592
> Mail [EMAIL PROTECTED]
> Internet http://bsm.mansolutions.nl
>
> On Jan 29, 2008 10:53 PM, Ray Gellenbeck <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > We've not had to use email for incoming requests in the past, so bear
> with a faily new (and hopefully simple) question.  We are now using the
> email output from a different system and trying to automate the
> ticket-creation process behind the scenes by parsing this email into a
> ticket.  We had the other system's team alter their email output into
> something Remedy Email Engine friendly, but still are having problems.
> >
> > I have a sample email message and am helping someone trying to get the
> engine to create a new record in the target table.  Right now, messages
> just come into the Ar System Email Messages table and nothing else
> happens.
> >
> > According to the docs, we should be able to create (or query) records
> in existing tables (assuming we use the correct name), but when we
> called "tech support" (if you can call it that these days), they tried
> claiming you had to build filters to push data from the system table to
> the destination (sigh...gotta love it when folks don't even read their
> own manuals).
> >
> > I will include a sample message and if anyone can tell me what is
> missing or configured wrong in the text, I'd appreciate it.  The
> "sender" is another program, so I don't really need to use a template,
> I'm sure all the info will be hard-coded directly in the message every
> time.
> >
> > Two things...
> >
> > 1.  Yes, every required field will always be there, but I'm not
> including them on this email sample.
> >
> > 2.  For brevity and confidentiality, field names are dumbed down and
> just a few listed.  I'm looking for syntax/pattern help here...
> >
> > Finally, please submit replies to me directly at [EMAIL PROTECTED]
> (as well a

Slow saving Active Links after ITSM app install

[Marino, Melanie A]

All,
 
After we installed ITSM 7.0 it is extremely slow displaying or saving
Active Links.  We have logged a ticket with Remedy and thier only answer
is this will be fixed when they upgrade the Admin tool.  
 
Has anyone else experienced this? What is your workaround -if any?
 
Thanks,
Melanie Marino 
KPMG LLP
[EMAIL PROTECTED]



***
The information in this email is confidential and may be legally privileged.
It is intended solely for the addressee. Access to this email by anyone else is
unauthorized. If you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on it, is
prohibited and may be unlawful. When addressed to our clients any opinions or
advice contained in this email are subject to the terms and conditions
expressed in the governing KPMG client engagement letter.
***




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Line feeds in email templates using Windows ASP CDOSY

[Dwayne Martin]

Hello Everyone,

We have a Windows 2000 IIS 5 web server that uses CDONTS to send email 
templates to the Remedy system, .  The ASP code that creates these templates 
inserts “Chr(13) & Chr(10)” into the text to form line brakes.

Now we are moving to a Windows 2003 IIS 6 server, and CDONTS doesn’t work 
anymore, so we are trying CDOSYS.  The trouble is CDOSYS doesn’t recognize 
“Chr(13) & Chr(10)”, and our template comes congealed into one unintelligible 
paragraph.  I tried google and got all sorts of ideas, including just “Chr(10)” 
but none of them seem to work.

Anybody know the secret of getting line brakes to work with ASP CDOSYS?

Dwayne Martin
James Madison University

Re: Worklog

[LJ Longwing]

You could do a setfield from the field into a 0 length display only char
field

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Kelley
Sent: Wednesday, January 30, 2008 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Worklog



Hi 

ARS 6.3 

Is there any way to display the worklog in a form or table, without hitting
the actual icon? 




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Worklog

[John Kelley]

Hi

ARS 6.3 

Is there any way to display the worklog in a form or table, without 
hitting the actual icon?




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the sender immediately by return e-mail and permanently delete this message and 
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error or virus free.

Re: Incoming emails on Solaris + Exchange

[Grooms, Frederick W]

The other question to ask:   Is the protocol even available on Unix? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, January 30, 2008 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails on Solaris + Exchange

Ray,

I am not challenging or questioning any of those ideas or perspectives.
(Mostly because I think you are right on the mark.)

However... Can you indicate any preferred protocols that should be
supported by BMC for E-Mail with ARS? Have you already submitted RFE
(Request for Enhancements) for support of those protocols?

( Just trying to light a candle, not a religious war over
platforms/standards/security. :) )

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Jan 30, 2008 1:22 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote:
> **
>
> Folks, remember that a big sector of Remedy useage is Uncle Sam, both 
> govt and military.
>
> I can only speak for our project in that both POP3 and IMAP4 are 
> forbidden by security.  This makes like really rough for someone 
> operating on Solaris as MBOX becomes your only protocol left for 
> incoming email (MAPI is Exchange/Winblows).
>
> (begin soapbox)
> This is a heartache we have with Remedy as we re-evaluate ITSM 
> platform selection in the future.  BMC's attitude is increasingly 
> "just get a windows box" for more and more of their solutions or 
> sub-features with ARS.  We're getting tired of hearing "oh, we haven't

> developed a unix version of SSO for 6.03" in the past or "just use
MAPI or POP3" now for incoming email.
>
> Remedy started out primarily a Unix system and much of their growth 
> was due to that sector.  Government, at least a big majority of it, 
> runs on Unix/Oracle.  The younger generation of devs may not see 
> things that way and I have no desire to fire a debate thread here, but

> spend some time in the military sector and then evaluate that 
> statement.  If BMC doesn't wake up and smell the coffee as they roll 
> out products, they could start finding their wallet getting lighter, 
> IMHO.  Slapping Windows-box bandaids in a secure Unix environment is 
> not a realistic workaround just because BMC doesn't have the 
> committment to ensuring that their product works as-advertised on all 
> environments they claim to support when they sell it and collect their
multi-million-dollar support contracts each year.
> (end soapbox)

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Re: Adding custom permissions groups in 7.1

[Moore, Chris]

You're right, it is. 

The company I am working for is struggling financially and I've had to
find a new position, but I'm working to try and get this new version up
for them before I leave.  That's why I'm trying to find OOTB solutions
and avoid custom work.

We have a fresh install and are trying to go pretty much OOTB.  However,
the custom form I made is important and unique and has to be retained. 

I made the group and gave it the number .  It shows up in the admin
client for permissions, and I can set qualifications using it and put
people in it from the User form.  However, Joe Average here won't have
access to the user or group form.  It's looking like I'll have to go
custom or allow someone access to those forms.

Chris

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, January 30, 2008 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

Chris,

I do not think that any of the OOB features are designed to make
"custom applications easier to ". ( by design)

Those sound like competing interests to me.  If you by one OOB
application to make it easier to build other (custom) applications,
then will you buy the second OOB application from the vendor? Why not
build the application yourself using the assets/tools that you have
already paid for?

Selling applications in ARS is always based on a build vs buy
discussion, and based on the sunk costs for the ARS platform, smaller
customers have no real choice but to build the applications (sometimes
all of them) for themselves.

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


2008/1/30 Moore, Chris <[EMAIL PROTECTED]>:
> **
>
>
> Hey Matthew-
>
> Thanks for the response.  I'm trying to see if there is a way to do
this out
> of the box- we're trying to avoid custom work on this release, but if
there
> is no way, I will end up doing as you suggested.
>
> Thanks!
>
> Chris


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Re: Adding custom permissions groups in 7.1

[Carey Matthew Black]

Chris,

I do not think that any of the OOB features are designed to make
"custom applications easier to ". ( by design)

Those sound like competing interests to me.  If you by one OOB
application to make it easier to build other (custom) applications,
then will you buy the second OOB application from the vendor? Why not
build the application yourself using the assets/tools that you have
already paid for?

Selling applications in ARS is always based on a build vs buy
discussion, and based on the sunk costs for the ARS platform, smaller
customers have no real choice but to build the applications (sometimes
all of them) for themselves.

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


2008/1/30 Moore, Chris <[EMAIL PROTECTED]>:
> **
>
>
> Hey Matthew-
>
> Thanks for the response.  I'm trying to see if there is a way to do this out
> of the box- we're trying to avoid custom work on this release, but if there
> is no way, I will end up doing as you suggested.
>
> Thanks!
>
> Chris

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Re: Adding custom permissions groups in 7.1

[Moore, Chris]

Hey Matthew-

 

Thanks for the response.  I'm trying to see if there is a way to do this out of 
the box- we're trying to avoid custom work on this release, but if there is no 
way, I will end up doing as you suggested.

 

Thanks!

Chris

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gayford, Matthew C.
Sent: Wednesday, January 30, 2008 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

If there is a specific group you want to add via another form, you could set up 
a filter to push the group list back to the user form with the new group 
appended to it. If it was on the people form, you could have it look for user 
records with matching login IDs in the qualifier. Then, set the group list on 
the user form to $Group List$ + ;. 

 

HTH,

 

Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Moore, Chris
Sent: Wednesday, January 30, 2008 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

** 

The main problem is not creating the group, but allowing people who don't have 
access to the user form to put people into it.  When creating a customer/people 
record, is there a way to add a group to the list of application permissions 
groups you can add for people? 

 

Thanks,

Chris

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, January 30, 2008 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

What kind of difficulty are you facing creating a permission group in 7.1? Its 
the same as its always been? Create a group, give it a unique ID, and make sure 
the Group Type is Change... Whats not working for you?

 

Joe D'Souza

Remedy Developer / Consultant,

IBM Global Technology Services,

Chicago.

 

- Original Message 
From: "Moore, Chris" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 10:19:30 AM
Subject: Adding custom permissions groups in 7.1

** 

Is there a way to add a permissions group in 7.1?  Not a computed group- there 
is a custom form which only a few people should see and in 6 we had a custom 
permission group for it.  

 

I’ve gotten around it by adding the custom group directly to records in the 
User form, but that doesn’t allow me to limit access via workflow with much 
flexibility and I’d like people who create records but don’t have access to the 
user form to be able to add people to that group.

 

I’ve looked through the config guide, but didn’t see anything about it.

 

Thanks!

Chris

 



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Re: Ping

[Durrant, Michael M. - ITSD]

For portability reasons, you may want to count on the ping command
returning a 0 for success and 1 for failure.  On Windows and every *nix
platform I've seen, that is the case with the ping command.

Michael Durrant 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, January 30, 2008 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Ping

OK...what about this:

Create a field and hide it.

Put a button on the form that kicks off the ping workflow.

The ping workflow does a set fields action against the hidden field.  Do
a RUN PROCESS in the set fields action.  By doing a RUN PROCESS in the
set fields, the output of the ping (or any DOS command or batch file,
for that matter) is redirected into the hidden field.

Next, create an active link that sets your selection field (radio button
or whatever) if the contents of the hidden field are LIKE "%Reply
from%".



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gornto Robert R YC-02 37
CS/SCBM
Sent: Wednesday, January 30, 2008 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ping

Like a selection filed.. "Up" if the ping succeeds or "Down" if it
doesn't

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, January 30, 2008 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ping

What do you mean by " populate a Up/Down field"?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gornto Robert R YC-02 37
CS/SCBM
Sent: Wednesday, January 30, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Ping

Has anyone seen or developed a way to ping an ip in a form and populate
a Up/Down field ?

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483


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Re: Adding custom permissions groups in 7.1

[Gayford, Matthew C.]

If there is a specific group you want to add via another form, you could set up 
a filter to push the group list back to the user form with the new group 
appended to it. If it was on the people form, you could have it look for user 
records with matching login IDs in the qualifier. Then, set the group list on 
the user form to $Group List$ + ;. 

 

HTH,

 

Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Moore, Chris
Sent: Wednesday, January 30, 2008 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

** 

The main problem is not creating the group, but allowing people who don't have 
access to the user form to put people into it.  When creating a customer/people 
record, is there a way to add a group to the list of application permissions 
groups you can add for people? 

 

Thanks,

Chris

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, January 30, 2008 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

What kind of difficulty are you facing creating a permission group in 7.1? Its 
the same as its always been? Create a group, give it a unique ID, and make sure 
the Group Type is Change... Whats not working for you?

 

Joe D'Souza

Remedy Developer / Consultant,

IBM Global Technology Services,

Chicago.

 

- Original Message 
From: "Moore, Chris" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 10:19:30 AM
Subject: Adding custom permissions groups in 7.1

** 

Is there a way to add a permissions group in 7.1?  Not a computed group- there 
is a custom form which only a few people should see and in 6 we had a custom 
permission group for it.  

 

I’ve gotten around it by adding the custom group directly to records in the 
User form, but that doesn’t allow me to limit access via workflow with much 
flexibility and I’d like people who create records but don’t have access to the 
user form to be able to add people to that group.

 

I’ve looked through the config guide, but didn’t see anything about it.

 

Thanks!

Chris

 



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Re: Incoming emails on Solaris + Exchange

[Carey Matthew Black]

Ray,

I am not challenging or questioning any of those ideas or
perspectives. (Mostly because I think you are right on the mark.)

However... Can you indicate any preferred protocols that should be
supported by BMC for E-Mail with ARS? Have you already submitted RFE
(Request for Enhancements) for support of those protocols?

( Just trying to light a candle, not a religious war over
platforms/standards/security. :) )

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Jan 30, 2008 1:22 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote:
> **
>
> Folks, remember that a big sector of Remedy useage is Uncle Sam, both govt
> and military.
>
> I can only speak for our project in that both POP3 and IMAP4 are forbidden
> by security.  This makes like really rough for someone operating on Solaris
> as MBOX becomes your only protocol left for incoming email (MAPI is
> Exchange/Winblows).
>
> (begin soapbox)
> This is a heartache we have with Remedy as we re-evaluate ITSM platform
> selection in the future.  BMC's attitude is increasingly "just get a windows
> box" for more and more of their solutions or sub-features with ARS.  We're
> getting tired of hearing "oh, we haven't developed a unix version of SSO for
> 6.03" in the past or "just use MAPI or POP3" now for incoming email.
>
> Remedy started out primarily a Unix system and much of their growth was due
> to that sector.  Government, at least a big majority of it, runs on
> Unix/Oracle.  The younger generation of devs may not see things that way and
> I have no desire to fire a debate thread here, but spend some time in the
> military sector and then evaluate that statement.  If BMC doesn't wake up
> and smell the coffee as they roll out products, they could start finding
> their wallet getting lighter, IMHO.  Slapping Windows-box bandaids in a
> secure Unix environment is not a realistic workaround just because BMC
> doesn't have the committment to ensuring that their product works
> as-advertised on all environments they claim to support when they sell it
> and collect their multi-million-dollar support contracts each year.
> (end soapbox)

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Re: Ping

[Kaiser Norm E CIV USAF 96 CS/SCCE]

OK...what about this:

Create a field and hide it.

Put a button on the form that kicks off the ping workflow.

The ping workflow does a set fields action against the hidden field.  Do
a RUN PROCESS in the set fields action.  By doing a RUN PROCESS in the
set fields, the output of the ping (or any DOS command or batch file,
for that matter) is redirected into the hidden field.

Next, create an active link that sets your selection field (radio button
or whatever) if the contents of the hidden field are LIKE "%Reply
from%".



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gornto Robert R YC-02 37
CS/SCBM
Sent: Wednesday, January 30, 2008 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ping

Like a selection filed.. "Up" if the ping succeeds or "Down" if it
doesn't

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, January 30, 2008 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ping

What do you mean by " populate a Up/Down field"?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gornto Robert R YC-02 37
CS/SCBM
Sent: Wednesday, January 30, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Ping

Has anyone seen or developed a way to ping an ip in a form and populate
a Up/Down field ?

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483


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Re: Incoming emails on Solaris + Exchange

[William Rentfrow]

I too am working in a Federal environment - specifically for a civilian
agency - and we have all of the same concerns.  Some of our system may
store information covered by the Privacy Act and consequently we are
subject to being secure in every way.
 
Our primary DB and AR servers are in a secure enclave.  I have never -
and will never -  even see the actual servers.  I think I roughly know
what floor it's on but no one can confirm that :)
 
I'd be interested to know the specifics of your MBOX configuration if
you can email me off-list.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ray Gellenbeck
Sent: Wednesday, January 30, 2008 12:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails on Solaris + Exchange


** 
Folks, remember that a big sector of Remedy useage is Uncle Sam, both
govt and military.
 
I can only speak for our project in that both POP3 and IMAP4 are
forbidden by security.  This makes like really rough for someone
operating on Solaris as MBOX becomes your only protocol left for
incoming email (MAPI is Exchange/Winblows).
 
(begin soapbox)
This is a heartache we have with Remedy as we re-evaluate ITSM platform
selection in the future.  BMC's attitude is increasingly "just get a
windows box" for more and more of their solutions or sub-features with
ARS.  We're getting tired of hearing "oh, we haven't developed a unix
version of SSO for 6.03" in the past or "just use MAPI or POP3" now for
incoming email.
 
Remedy started out primarily a Unix system and much of their growth was
due to that sector.  Government, at least a big majority of it, runs on
Unix/Oracle.  The younger generation of devs may not see things that way
and I have no desire to fire a debate thread here, but spend some time
in the military sector and then evaluate that statement.  If BMC doesn't
wake up and smell the coffee as they roll out products, they could start
finding their wallet getting lighter, IMHO.  Slapping Windows-box
bandaids in a secure Unix environment is not a realistic workaround just
because BMC doesn't have the committment to ensuring that their product
works as-advertised on all environments they claim to support when they
sell it and collect their multi-million-dollar support contracts each
year.
(end soapbox)


- Original Message 
From: patrick zandi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 8:29:34 AM
Subject: Re: Incoming emails on Solaris + Exchange

** 
you can do SMTP - POP over a tunnel as well..
SMTP is so much easier IMHO-- even from a windows box.

 
On 1/30/08, Robert Molenda <[EMAIL PROTECTED]> wrote: 

** 
Sounds like your hands are tied, about the only option left, is
MBOX support :( [yuck] So forward all messages from exchange to a unix
mailbox on that server :(
 
Just curious as to why IMAP4 over SSL is forbiden??

 
Robert

 

On Jan 30, 2008 7:41 AM, William Rentfrow
<[EMAIL PROTECTED]> wrote:


** 
I'm running into policy issues with a Solaris box
running the email engine and AR Server (7.1x, not that it matters).
 
IMAP4 and POP3 are both forbidden by the powers that be
- MAPI is out since this is Solaris.
 
Has anyone else found a clever solution to running a
UNIX email server with incoming messages on a MS Exchange platform?
 
I know we could just put up a Windows-based email engine
box butwell, that's not in the budget.  And it's not in the
architecture.   And it's not approved.  And there's security issues.
And we'd need one for all 4 systems (dev, cat, train, prod).  And they'd
need an adminand a backup...and some sort of support contract...etc
etc etc.  (short version: it's not as easy as just adding one box).
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
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Re: Email engine (6.03, Solaris8, Oracle9)

[Ray Gellenbeck]

No, you do not need field ID's, check the Email Engine manual pdf.  Just 
surround valid field names with !

BTW, thx to the list members and Michiel in particular this time around.  The 
root of our problem was that the engine never got restarted after setting the 
configuration.  After I relayed the information to the engineer I had working 
the issue, they reported success.  Many thanks again, and glad it was something 
simple.  Now if we can just get a viable protocol for use in UNIX that isn't 
blocked for security purposes (pop3 and imap is blocked), we'll be golden in 
production ;)

Ray Gellenbeck
around since 3.x


- Original Message 
From: "Sanford, Claire" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 6:42:03 AM
Subject: Re: Email engine (6.03, Solaris8, Oracle9)

In case I am missing something... Don't you need the field ID numbers
along with the names?? 

> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Wednesday, January 30, 2008 5:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email engine (6.03, Solaris8, Oracle9)

Hi Ray,

In order for Remedy to parse the incoming messages you need to set the
"Email Action" field on the AR System Email Mailbox Configuration form
record for the Incoming mailbox to "Parse".

Also, you would need to restart the email engine to read any
configuration changes you made to the Mailbox Configuration form; and
you would need to re-submit the emails you send in earlier.

hth,

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On Jan 29, 2008 10:53 PM, Ray Gellenbeck <[EMAIL PROTECTED]>
wrote:
> **
>
>
> We've not had to use email for incoming requests in the past, so bear
with a faily new (and hopefully simple) question.  We are now using the
email output from a different system and trying to automate the
ticket-creation process behind the scenes by parsing this email into a
ticket.  We had the other system's team alter their email output into
something Remedy Email Engine friendly, but still are having problems.
>
> I have a sample email message and am helping someone trying to get the
engine to create a new record in the target table.  Right now, messages
just come into the Ar System Email Messages table and nothing else
happens.
>
> According to the docs, we should be able to create (or query) records
in existing tables (assuming we use the correct name), but when we
called "tech support" (if you can call it that these days), they tried
claiming you had to build filters to push data from the system table to
the destination (sigh...gotta love it when folks don't even read their
own manuals).
>
> I will include a sample message and if anyone can tell me what is
missing or configured wrong in the text, I'd appreciate it.  The
"sender" is another program, so I don't really need to use a template,
I'm sure all the info will be hard-coded directly in the message every
time.
>
> Two things...
>
> 1.  Yes, every required field will always be there, but I'm not
including them on this email sample.
>
> 2.  For brevity and confidentiality, field names are dumbed down and
just a few listed.  I'm looking for syntax/pattern help here...
>
> Finally, please submit replies to me directly at [EMAIL PROTECTED]
(as well as the list).  I don't normally use the email account I use for
ARSList.  Thanks in advance!
>
> ---sample email message below this line-
>
>
>
> X-Sender: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> From: <[EMAIL PROTECTED]>
>
> To: <[EMAIL PROTECTED]>
>
> Cc: <[EMAIL PROTECTED]>
>
> Subject: *CPLS*/BA/Barney Rubble/SREF-TEST-123456/UUP/ReqID
176833/Unclassified
>
> Date: Wed, 16 Jan 2008 06:14:45 -1000
>
> X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.4073
>
> Service Request eForm
>
> Update User Profile for Sherri Cath
>
>
>
> Schema: WhateverFormName
>
> Server: WhateverServerName01
>
> Login: fred.flintstone
>
> Password: bedrock
>
> Action: Submit
>
> !Submitter!: $USER$
>
> !Action!: Update
>
> !Action Object!: User Account
>
> !Submitted By!: Barney Rubble
>
> !AssignedToGroup!: SREF-TEST
>
> !CreatedByUID!: Robert Kim
>
> !CreateDate!: 1/16/2008
>
>
>
> -- ORDERING INFORMATION --
>
> !eForm ReqID!: 176833
>
> !Claimant!: SREF-TEST
>
> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No
>
>
>
> ---end of sample email 

Re: Email Action "Parsing"

[Wangler, Dan]

To all

Parsing on incoming email with the Email Engine?

Maybe we need to move this project up in priority.

Dan

Dan Wangler,   Team Lead,  STARS Group
Phone: 214-567-8304; email: [EMAIL PROTECTED]
Client/Server Services, IT Opeations
Texas Instruments, Inc.
6500 Chase Oaks Blvd., MS 8401
Plano, Texas, 75023 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Wednesday, January 30, 2008 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Email Action "Parsing"

Believe it or not we are still running "armaild". I am looking to
convert to using the email engine to capture and parse incoming email
templates. In our dev. environment I have changed the Email Action
setting to Parse on the MailBox configuration form and it appears to
be working.

However, I am wondering if there are going to be any
adverse\unexpected impacts to the email engine.

Any thoughts?

Frank


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Re: Incoming emails on Solaris + Exchange

[Ray Gellenbeck]

Folks, remember that a big sector of Remedy useage is Uncle Sam, both govt and 
military.

I can only speak for our project in that both POP3 and IMAP4 are forbidden by 
security.  This makes like really rough for someone operating on Solaris as 
MBOX becomes your only protocol left for incoming email (MAPI is 
Exchange/Winblows).

(begin soapbox)
This is a heartache we have with Remedy as we re-evaluate ITSM platform 
selection in the future.  BMC's attitude is increasingly "just get a windows 
box" for more and more of their solutions or sub-features with ARS.  We're 
getting tired of hearing "oh, we haven't developed a unix version of SSO for 
6.03" in the past or "just use MAPI or POP3" now for incoming email.

Remedy started out primarily a Unix system and much of their growth was due to 
that sector.  Government, at least a big majority of it, runs on Unix/Oracle.  
The younger generation of devs may not see things that way and I have no desire 
to fire a debate thread here, but spend some time in the military sector and 
then evaluate that statement.  If BMC doesn't wake up and smell the coffee as 
they roll out products, they could start finding their wallet getting lighter, 
IMHO.  Slapping Windows-box bandaids in a secure Unix environment is not a 
realistic workaround just because BMC doesn't have the committment to ensuring 
that their product works as-advertised on all environments they claim to 
support when they sell it and collect their multi-million-dollar support 
contracts each year.
(end soapbox)


- Original Message 
From: patrick zandi <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 8:29:34 AM
Subject: Re: Incoming emails on Solaris + Exchange

** 
you can do SMTP - POP over a tunnel as well..
SMTP is so much easier IMHO-- even from a windows box.

 
On 1/30/08, Robert Molenda <[EMAIL PROTECTED]> wrote: 
** 
Sounds like your hands are tied, about the only option left, is MBOX support :( 
[yuck] So forward all messages from exchange to a unix mailbox on that server :(
 
Just curious as to why IMAP4 over SSL is forbiden??
 
Robert

 
On Jan 30, 2008 7:41 AM, William Rentfrow <[EMAIL PROTECTED]> wrote:

** 
I'm running into policy issues with a Solaris box running the email engine and 
AR Server (7.1x, not that it matters).
 
IMAP4 and POP3 are both forbidden by the powers that be - MAPI is out since 
this is Solaris.
 
Has anyone else found a clever solution to running a UNIX email server with 
incoming messages on a MS Exchange platform?
 
I know we could just put up a Windows-based email engine box butwell, 
that's not in the budget.  And it's not in the architecture.   And it's not 
approved.  And there's security issues.   And we'd need one for all 4 systems 
(dev, cat, train, prod).  And they'd need an adminand a backup...and some 
sort of support contract...etc etc etc.  (short version: it's not as easy as 
just adding one box).
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
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-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com 
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Re: Ping

[Gornto Robert R YC-02 37 CS/SCBM]

Like a selection filed.. "Up" if the ping succeeds or "Down" if it
doesn't

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Wednesday, January 30, 2008 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Ping

What do you mean by " populate a Up/Down field"?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gornto Robert R YC-02 37
CS/SCBM
Sent: Wednesday, January 30, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Ping

Has anyone seen or developed a way to ping an ip in a form and populate
a Up/Down field ?

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483


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Re: Audit Reporting - ITSM 7

[William Rentfrow]

Not in any meaningful (i.e., statistical) way.  You can of course show
the log for any case which has it's uses but all in all the record
format is much more friendly. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, January 30, 2008 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Audit Reporting - ITSM 7

So if I leave it as "log" is there a way to report on this?

Thanks!

On 1/30/08, William Rentfrow <[EMAIL PROTECTED]> wrote:
> You can change the audit format from "log" to "record" in the form 
> properties.
>
> Log format is not particularly useful for anything IMHO.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, January 30, 2008 11:52 AM
> To: arslist@ARSLIST.ORG
> Subject: OT: Audit Reporting - ITSM 7
>
> Has anyone done an audit report in Crystal?
>
> The auditing is great, however, it is hard to follow when you are 
> looking at it on the Form.  I wish they had done it as separate 
> entries into a Form instead of a diary field.
>
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Re: Ping

[Kaiser Norm E CIV USAF 96 CS/SCCE]

What do you mean by " populate a Up/Down field"?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gornto Robert R YC-02 37
CS/SCBM
Sent: Wednesday, January 30, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Ping

Has anyone seen or developed a way to ping an ip in a form and populate
a Up/Down field ?

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483


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Re: Audit Reporting - ITSM 7

[T. Dee]

So if I leave it as "log" is there a way to report on this?

Thanks!

On 1/30/08, William Rentfrow <[EMAIL PROTECTED]> wrote:
> You can change the audit format from "log" to "record" in the form
> properties.
>
> Log format is not particularly useful for anything IMHO.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, January 30, 2008 11:52 AM
> To: arslist@ARSLIST.ORG
> Subject: OT: Audit Reporting - ITSM 7
>
> Has anyone done an audit report in Crystal?
>
> The auditing is great, however, it is hard to follow when you are
> looking at it on the Form.  I wish they had done it as separate entries
> into a Form instead of a diary field.
>
> 
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Q1 Salt Lake City Remedy Users Group

[David Yearsley]

I wanted to let you all know that we are still scheduled for the RUG meeting on 
February 6, 2008 at the Joseph Smith Memorial Building in Salt Lake City. The 
registration for this event can be found at 
http://www.allegiant-tech.com/eventform.php?id=5. Please pass this to anyone 
that you may feel are interested in attending.
>From John Irwin "I wanted to let you all know that we are still scheduled for 
>the RUG meeting on February 6, 2008 at the Joseph Smith Memorial Building in 
>Salt Lake City. The registration for this event can be found at 
>http://www.allegiant-tech.com/eventform.php?id=5. Please pass this to anyone 
>that you may feel are interested in attending." The registration link 
>indicates it will be on the 10th floor. The agenda and additional information 
>is below.
 
Utah Remedy User Group:
 
8.00 a.m. - 8.30 p.m.   Registration and Continental Breakfast
8.30 - 8.40 a.m.Introduction
8.40 - 9.20 a.m.CMDB Discovery
9.20 - 9.50 a.m.Service Request Module
9.50 - 10.05 a.m.   Break
10.05 - 11.00 a.m.  RUG Organization
11.00 - 11.40 a.m.  Tripwire Presentation
11.40 a.m. - 12.00 p.m. BMC Service Management Process Model Tool
12.00 - 12.15 p.m.  Closing


>>> "John Irwin" <[EMAIL PROTECTED]> Jan 25, 2008 7:18 AM >>>
Hello All,
 
I wanted to remind you that we are coming close to the date of the meeting. I 
have attached the agenda so that you can have it. I have also arranged for 
parking to be taken care as long as the driver is registered.
 
Please tell your colleagues about the meeting and encourage them to register.
 
http://www.allegiant-tech.com/eventform.php?id=5
 
For future events please check 
http://www.remedyusergroups.com/site/component/option,com_frontpage/Itemid,1/. 
This will be the site for updates, newsletters and event registration.
 
 
 
v/r,
 
John T. Irwin
IT Service Manager
Information and Communications Systems
Church of Jesus Christ of Latter-day Saints
801-240-4742
801-885-3630 (mobile)
801-240-9398 (fax)
[EMAIL PROTECTED] 
NOTICE: This email message is for the sole use of the intended recipient(s) and 
may contain confidential and privileged information. Any unauthorized review, 
use, disclosure or distribution is prohibited. If you are not the intended 
recipient, please contact the sender by reply email and destroy all copies of 
the original message.

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Re: Entry coming recursively in arerror.log

[LJ Longwing]

And depending on how the Escalation is working...it may be setting a flag
and the error coming out of a Filter that fires on modify...those are a bit
harder to track down because you hafta turn on Escalation AND Filter to the
same log to see it properly 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Tuesday, January 29, 2008 10:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Entry coming recursively in arerror.log

Enable your escalation logging and leave it running for a day and monitor
the log file for a similar error in a set fields or a push field action..

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of priyanka_sareen
Sent: Tuesday, January 29, 2008 11:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Entry coming recursively in arerror.log


You are perfectly right. It does start with 390603. Trying to figure out
which group i have deleted.
Just one more point, i get following message (arerror.log) also in addition
to other message:

390603 :  : Login name "x" does not exist in the People form for this
Customer. 


LJ LongWing (Head) wrote:
> 
> You didn't give the rest of the line...but if the line starts with 
> 390603 then you know it's happening because of an Escalation...that 
> could help you narrow down what might be causing it.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Benter, David W CTR NSWC PC
> Sent: Monday, January 28, 2008 4:29 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Entry coming recursively in arerror.log
> 
> Normally this occurs when a group that is not valid is entered into a
> users group list in the user form.  Check all users group entries.   
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of priyanka_sareen
> Sent: Monday, January 28, 2008 5:19
> To: arslist@ARSLIST.ORG
> Subject: Entry coming recursively in arerror.log
> 
> hi friends,
> 
> I am using Remedy server6.3
> In arerror.log , i sent the follownig entry numerous times :
>  "Cannot translate a group name in either the Group List or Assignee 
> Group field (ARERR 417)"
> Though the functionality is running fine and no impact on Remedy 
> server working as such.
> I want to know its root cause and eliminate this.
> Any pointers? 
> 
> Priyanka Sareen

No virus found in this outgoing message.
Checked by AVG Free Edition. 
Version: 7.5.516 / Virus Database: 269.19.15/1248 - Release Date: 1/28/2008
9:32 PM
 




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Ping

[Gornto Robert R YC-02 37 CS/SCBM]

Has anyone seen or developed a way to ping an ip in a form and populate
a Up/Down field ?

//SIGNED//
Robert R. Gornto, GS-12,37 CS/SCBB
Chief, Network Administration
DSN 945-0483
Comm 210 925-0483

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Re: Audit Reporting - ITSM 7

[William Rentfrow]

You can change the audit format from "log" to "record" in the form
properties.

Log format is not particularly useful for anything IMHO. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, January 30, 2008 11:52 AM
To: arslist@ARSLIST.ORG
Subject: OT: Audit Reporting - ITSM 7

Has anyone done an audit report in Crystal?

The auditing is great, however, it is hard to follow when you are
looking at it on the Form.  I wish they had done it as separate entries
into a Form instead of a diary field.


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Re: Helpdesk Electronic Link Option (HELO) with Remedy

[Jack Samson]

All,
 
Has anyone performed an integration between Remedy and IBM's HELO? Did you 
utilize the API to perform the integration or are their other known ways 
through Remedy workflow to do this?
 
Thanks,
 
Jackson
 
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Re: Adding custom permissions groups in 7.1

[Moore, Chris]

The main problem is not creating the group, but allowing people who don't have 
access to the user form to put people into it.  When creating a customer/people 
record, is there a way to add a group to the list of application permissions 
groups you can add for people? 

 

Thanks,

Chris

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, January 30, 2008 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

What kind of difficulty are you facing creating a permission group in 7.1? Its 
the same as its always been? Create a group, give it a unique ID, and make sure 
the Group Type is Change... Whats not working for you?

 

Joe D'Souza

Remedy Developer / Consultant,

IBM Global Technology Services,

Chicago.

 

- Original Message 
From: "Moore, Chris" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 10:19:30 AM
Subject: Adding custom permissions groups in 7.1

** 

Is there a way to add a permissions group in 7.1?  Not a computed group- there 
is a custom form which only a few people should see and in 6 we had a custom 
permission group for it.  

 

I’ve gotten around it by adding the custom group directly to records in the 
User form, but that doesn’t allow me to limit access via workflow with much 
flexibility and I’d like people who create records but don’t have access to the 
user form to be able to add people to that group.

 

I’ve looked through the config guide, but didn’t see anything about it.

 

Thanks!

Chris

 



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OT: Audit Reporting - ITSM 7

[T. Dee]

Has anyone done an audit report in Crystal?

The auditing is great, however, it is hard to follow when you are
looking at it on the Form.  I wish they had done it as separate
entries into a Form instead of a diary field.

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Re: Several instances of ARS on one Solaris server

[Axton]

Yes

Axton Grams

On Jan 30, 2008 12:45 PM, Dmitry Bezhenar <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hi ARSlist,
>
>
>
> I would like to install both ARS6.3 and ARS7 on the same Solaris
> 10/Oracle10g box.
>
>
>
> Is it possible?
>
>
>
> Thank you.
>
>
>
> Regards,
>
> Dmitry.
>
>
> No virus found in this outgoing message.
>  Checked by AVG Free Edition.
>  Version: 7.5.516 / Virus Database: 269.19.16 - Release Date: 29/01/2008
> 00:00
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Several instances of ARS on one Solaris server

[Dmitry Bezhenar]

Hi ARSlist,

 

I would like to install both ARS6.3 and ARS7 on the same Solaris 10/Oracle10g 
box.

 

Is it possible?

 

Thank you.

 

Regards,

Dmitry.


No virus found in this outgoing message.
Checked by AVG Free Edition. 
Version: 7.5.516 / Virus Database: 269.19.16 - Release Date: 29/01/2008 00:00
 

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Re: Calculating a Date only Field (correction)

[Thomas Bean]

Calculating a Date only FieldDoh!

That last part should read:

Alternately, you could also set a temp date-only field (e.g., 'zTmpDate'), 
using the DATEADD function:

  (Set field):  'zTmpDate' = DATEADD("dd", 30, $DATE$)

Then use the zTmpDate field as the search qualifier:

  (Search qual):  'Expiration Date' = 'zTmpDate'

--Thomas

  - Original Message - 
  From: Thomas Bean 
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, January 30, 2008 11:35 AM
  Subject: Re: Calculating a Date only Field


  Fred,

  This won't work in a search qualification, because the $DATE$ keyword will 
resolve to epoch time (# of seconds since January 1, 1970 12:00:00 AM GMT).

  Theoretically, the following *should* work (but it returns an error "ARERR 
[312] Data types are not appropriate for arithmetic operation"):

(Search qual):  'Expiration Date' = 2440588 + $DATE$/86400 + 30

  The integer '2440588' represents the date 01-JAN-1970, and the expression 
$DATE$/86400 should return an integer representing the number of days offset 
for the current date from 01-JAN-1970 (after dropping the remainder).  
Unfortunately, this calculation causes an error when used with a Date-only 
field.

  So... if you are simply running a search in the Advanced Search bar, you 
would have to calculate this value in advance.  For example:

$DATE$ = 01/30/2008 12:00:00 AM CST = 01/30/2008 06:00:00 AM GMT = 
1201672800 seconds

$DATE$/86400 = 1201672800/86400 = 13908.25 days

  Once you have the whole number of days offset from 1/1/1970, substituting 
this value in the search qualification should work in the Advanced Search bar:

(Search qual):  'Expiration Date' = 2440588 + 13908 + 30

  If you need to perform this search in a workflow/run-if qualification, simply 
use a temp integer field to store the value of $DATE$/86400, then use this 
value in the qualification.  For example:

(Set field):  'zTmpInt' = $DATE$/86400

(Search qual):  'Expiration Date' = 2440588 + $zTmpInt$ + 30

  Alternately, you could also set a temp date-only field (e.g., 'zTmpDate'), 
using the DATEADD function:

(Set field):  'zTmpDate' = DATEADD("dd", 30, $Expiration Date$)

  Then use the zTmpDate field as the search qualifier:

(Search qual):  'Expiration Date' = 'zTmpDate'
  Hope this helps!

  --Thomas

- Original Message - 
From: Grooms, Frederick W 
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Wednesday, January 30, 2008 10:52 AM
Subject: Re: Calculating a Date only Field


** 
A Date field (not a Date/Time that displays just the date) should be : 

'Expiration Date' = ($DATE$ + 30)

Fred



From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, January 30, 2008 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Calculating a Date only Field


I know how to calculate when something is going to expire in 30 days if the 
field is a Date/Time field.  But what about just a Date field?

Here's how I would figure it out it if it was a Date/Time field: 

( 'Expiration Date' >= ($DATE$ + (((30 * 24) * 60) * 60))) AND ( 
'Expiration Date' < ($DATE$ + (((31 * 24) * 60) * 60)))



Lisa Kemes 
AR System Developer 
Tyco Electronics 
717-810-2408 tel 
717-810-2124 fax 
[EMAIL PROTECTED] 

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Re: Calculating a Date only Field

[Thomas Bean]

Calculating a Date only FieldFred,

This won't work in a search qualification, because the $DATE$ keyword will 
resolve to epoch time (# of seconds since January 1, 1970 12:00:00 AM GMT).

Theoretically, the following *should* work (but it returns an error "ARERR 
[312] Data types are not appropriate for arithmetic operation"):

  (Search qual):  'Expiration Date' = 2440588 + $DATE$/86400 + 30

The integer '2440588' represents the date 01-JAN-1970, and the expression 
$DATE$/86400 should return an integer representing the number of days offset 
for the current date from 01-JAN-1970 (after dropping the remainder).  
Unfortunately, this calculation causes an error when used with a Date-only 
field.

So... if you are simply running a search in the Advanced Search bar, you would 
have to calculate this value in advance.  For example:

  $DATE$ = 01/30/2008 12:00:00 AM CST = 01/30/2008 06:00:00 AM GMT = 1201672800 
seconds

  $DATE$/86400 = 1201672800/86400 = 13908.25 days

Once you have the whole number of days offset from 1/1/1970, substituting this 
value in the search qualification should work in the Advanced Search bar:

  (Search qual):  'Expiration Date' = 2440588 + 13908 + 30

If you need to perform this search in a workflow/run-if qualification, simply 
use a temp integer field to store the value of $DATE$/86400, then use this 
value in the qualification.  For example:

  (Set field):  'zTmpInt' = $DATE$/86400

  (Search qual):  'Expiration Date' = 2440588 + $zTmpInt$ + 30

Alternately, you could also set a temp date-only field (e.g., 'zTmpDate'), 
using the DATEADD function:

  (Set field):  'zTmpDate' = DATEADD("dd", 30, $Expiration Date$)

Then use the zTmpDate field as the search qualifier:

  (Search qual):  'Expiration Date' = 'zTmpDate'
Hope this helps!

--Thomas

  - Original Message - 
  From: Grooms, Frederick W 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, January 30, 2008 10:52 AM
  Subject: Re: Calculating a Date only Field


  ** 
  A Date field (not a Date/Time that displays just the date) should be : 

  'Expiration Date' = ($DATE$ + 30)

  Fred


--
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Kemes, Lisa
  Sent: Wednesday, January 30, 2008 10:26 AM
  To: arslist@ARSLIST.ORG
  Subject: Calculating a Date only Field


  I know how to calculate when something is going to expire in 30 days if the 
field is a Date/Time field.  But what about just a Date field?

  Here's how I would figure it out it if it was a Date/Time field: 

  ( 'Expiration Date' >= ($DATE$ + (((30 * 24) * 60) * 60))) AND ( 'Expiration 
Date' < ($DATE$ + (((31 * 24) * 60) * 60)))



  Lisa Kemes 
  AR System Developer 
  Tyco Electronics 
  717-810-2408 tel 
  717-810-2124 fax 
  [EMAIL PROTECTED] 

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Re: ARSPERL on AIX?

[Thilo Stapff]

I'm quite confident that it can be compiled with gcc (available as 
binary package from http://www.bullfreeware.com/).
You might run into problems if your perl interpreter was compiled with a 
different compiler, so might have to compile perl with gcc as well.



Thilo Stapff


Covert, Jack wrote:

**

Anybody run it on AIX?  Do you know which compiler you used to do so?  
The makefile appears to require the cc_r compiler, which we don’t have 
(and would have to purchase through IBM $$).


 


Jack Covert

 


*/Corporate IT/*

*/Enterprise/**/ Systems Management/*

*/Remedy Support/**/ Team/*

 


/*/Remedy Support/*//*/ Team Home Page/*/

/*/http://collaborate.mckesson.com/sites/esm/remedy/*/

 

**ESM** *– **Leveraging the power of automation for the benefit of the 
business*


 

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Re: Superdom

[Easter, David]

> I believe that AR System 7.1 is natively supported on Itanium
architecture.
 
There is a controlled available version of AR System 7.1.00 where the AR
System server executable is both native Itanium and 64-bit.  More
information on this is available in the Statement of Direction which can
be found at:
 
http://www.bmc.com/products/documents/63/68/86368/86368.pdf
 
AR System 7.0.01 is supported on the Itanium platform, but the
executables are still PA-RISC and thus are run by taking advantage of
the ARIES emulator.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shyam Attavar
Sent: Wednesday, January 30, 2008 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Superdom


** 
If you are asking if the HW platform is a HP SuperDome, then I know for
a fact that we were on a HP SuperDome with PA/RISC processor until
recently. However, we moved away from the HP SuperDome with Itanium
processor since the version we have running is not natively supported on
this architecture. I believe that AR System 7.1 is natively supported on
Itanium architecture. But we are not moving to 7.1 anytime soon.
 
HTH,
--
Shyam

- Original Message - 
From: Beketov Danila   
Newsgroups: gmane.comp.crm.arsystem.general
To: arslist@ARSLIST.ORG 
Sent: Wednesday, January 30, 2008 4:24 AM
Subject: Superdom

** 

Hi

 

Have everyone successful experience with building ARSystem
databases on "Superdom"? What can I have problem, and it's possible at
all?

 

Danila

__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
Answers Are" html___ 

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Re: Adding custom permissions groups in 7.1

[Joe DeSouza]

What kind of difficulty are you facing creating a permission group in 7.1? Its 
the same as its always been? Create a group, give it a unique ID, and make sure 
the Group Type is Change... Whats not working for you?

Joe D'Souza
Remedy Developer / Consultant,
IBM Global Technology Services,
Chicago.



- Original Message 
From: "Moore, Chris" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 10:19:30 AM
Subject: Adding custom permissions groups in 7.1

** 
Is there a way to add a permissions group in 7.1?  Not a computed group- there 
is a custom form which only a few people should see and in 6 we had a custom 
permission group for it.  
 
I’ve gotten around it by adding the custom group directly to records in the 
User form, but that doesn’t allow me to limit access via workflow with much 
flexibility and I’d like people who create records but don’t have access to the 
user form to be able to add people to that group.
 
I’ve looked through the config guide, but didn’t see anything about it.
 
Thanks!
Chris


  

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Re: Number of users in User form

[Joe DeSouza]

On 7.0.1 they at least have an index though its not unique but yes go ahead and 
modify it to be a unique index. It will help more than hurt, in fact I can't 
think of why it may ever hurt..

Regards
 
Joe D'Souza
Remedy Developer / Consultant,
IBM Global Technology Services,
Chicago.



- Original Message 
From: Niklas Asplund <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, January 30, 2008 4:35:08 AM
Subject: Re: Number of users in User form

** 
Thanks Joe for the advice.
It sounds like a good idea to add a unique index there.
 
BTW. I'm running ARS 7.0.1 
 
// Niklas

 
On 29/01/2008, Joe DeSouza <[EMAIL PROTECTED]> wrote: 
** 
Niklas,
 
While I agree with the others that there should not be a performance problem, I 
would strongly advise to modify the index of the Login Name field to be a 
unique index.
 
I have come across problems where there exists 2 or more records for the same 
user in the user form due to the absense of workflow on the User form to 
prevent duplicate Login Names. It happened to this customer during import of a 
set of users directly to the user form..
 
You haven't specified what version of the ARS.. One of the earlier viersio and 
the versions downward, didn't even have an index on the Login Name field - 
leave alone a unique index.. Make sure you have one..
 
Cheers
 
Joe D'Souza
Remedy Developer / Consultant,
IBM Global Technology Services,
Chicago.



- Original Message 
From: Carey Matthew Black <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 28, 2008 7:06:29 AM
Subject: Re: Number of users in User form

Niklas,

The phrase "during ARS password changes and other such User form updates"  can 
be described as any data value in the User for was what I saw as "slower then 
before". ('Email Address', 'Password', 'Default Notify Mechanism', 'Group 
List', 'License Type', 'Full Text License Type', 'Login Name', etc...)

Again... I believe that was due to slowness of my RDBMS and not necessarily due 
to ARS slowness.

I however would also expect the RAM requirement for the ARS server and for some 
secondary subsystems (like the Email Engine) to increase too. Those components 
keep this data cached so they would be affected by such a growth in the data.

And if you are still using a per v7 Mid-Tier then I think it would also be 
affected due to the way it caches objects based on 'Group List' combination 
too. (However, I have not tested it for performance or RAM growth. But that is 
my expectations.)

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


  

Be a better friend, newshound, and 
know-it-all with Yahoo! Mobile.  Try it now.  
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Re: Superdom

[Shyam Attavar]

If you are asking if the HW platform is a HP SuperDome, then I know for a fact 
that we were on a HP SuperDome with PA/RISC processor until recently. However, 
we moved away from the HP SuperDome with Itanium processor since the version we 
have running is not natively supported on this architecture. I believe that AR 
System 7.1 is natively supported on Itanium architecture. But we are not moving 
to 7.1 anytime soon.

HTH,
--
Shyam
  - Original Message - 
  From: Beketov Danila 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, January 30, 2008 4:24 AM
  Subject: Superdom


  ** 
  Hi

   

  Have everyone successful experience with building ARSystem databases on 
"Superdom"? What can I have problem, and it's possible at all?

   

  Danila

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Re: AIE Flat File

[Carey Matthew Black]

Mike,

This is a generic OS (ish) problem that is part of the typical "Path
issues" with using shared libs.

You likely need to either set or update PATH and or LD_LIBRARY_PATH
values for your user/session to include the dir where that file lives.
(Maybe under the ARS server install dir, maybe not.)

HTH

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Jan 30, 2008 12:01 PM, versicle <[EMAIL PROTECTED]> wrote:
> Thanks Kelly...here is the command I'm running and the error I'm receiving:
>
> ./filehelper -ax 10.40.1.35 -al Demo -ap "" -ar  -fn
> /remedyars/app01dev3_0_0/bmc/apps/aie/ITSSTX3D3BMCAPP01-0/service/data/computersystem.tbl
> -d
> ld.so.1: filehelper: fatal: libicuucbmc.so.32: open failed: No such file or
> directory
> Killed
>
> Am I using this correctly? Have you seen this error?
>
> Mike

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Re: AIE Flat File

[versicle]

Thanks Kelly...here is the command I'm running and the error I'm receiving:

./filehelper -ax 10.40.1.35 -al Demo -ap "" -ar  -fn
/remedyars/app01dev3_0_0/bmc/apps/aie/ITSSTX3D3BMCAPP01-0/service/data/computersystem.tbl
-d
ld.so.1: filehelper: fatal: libicuucbmc.so.32: open failed: No such file or
directory
Killed

Am I using this correctly? Have you seen this error? 

Mike



versicle wrote:
> 
> All,
> 
> I'm looking to load a flat file into the CMDB via AIE. I've created the
> .tbl file and the .dat file, but when I try to create a new mapping the
> .tbl file I've created isn't in the menu. I've done some poking around and
> found that the menu pulls from the EIE:VendorFieldNames form. Do I have to
> import the .tbl to the VendorFieldNames form? How do I use the .tbl file
> to create a new mapping?
> 
> Thanks,
> 
> Mike
> 

-- 
View this message in context: 
http://www.nabble.com/AIE-Flat-File-tp15164885p15185342.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Incoming emails on Solaris + Exchange

[William Rentfrow]

We're checking on the local mail forwarding option - it's a very
workable solution but there may be policies forbidding that too.  I do
not know why IMAP4 is not allowed but we're looking into getting an
exception.  We're working all angles basically.

Fortunately sending mail is easy - there's a server specifically set up
for all automated systems within the intranet here at this customer.  As
long as you're on the right side of the firewall you can send mail.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, January 30, 2008 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails on Solaris + Exchange

William,

So let me make sure I get the restrictions No POP3 or IMAP4 (from
the Exchange server(s))... So what is "allowed"? Only MAPI?

Just some ideas...

For inbound email:

Could you setup a local mail server on the Unix side?
Could you "forward" the email from Exchange to the Unix Mail server?
(Then use POP/mbox form the local server for the Email engine?) ( or use
a procmail to ARS script?)

Outbound 
 Is a local (unix) SMTP server ok? (or are you tied to only being able
to send from the Exchange servers?)

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Jan 30, 2008 10:41 AM, William Rentfrow <[EMAIL PROTECTED]>
wrote:
> **
>
> I'm running into policy issues with a Solaris box running the email 
> engine and AR Server (7.1x, not that it matters).
>
> IMAP4 and POP3 are both forbidden by the powers that be - MAPI is out 
> since this is Solaris.
>
> Has anyone else found a clever solution to running a UNIX email server

> with incoming messages on a MS Exchange platform?
>
> I know we could just put up a Windows-based email engine box
butwell,
> that's not in the budget.  And it's not in the architecture.   And
it's not
> approved.  And there's security issues.   And we'd need one for all 4
> systems (dev, cat, train, prod).  And they'd need an adminand a 
> backup...and some sort of support contract...etc etc etc.  (short
version:
> it's not as easy as just adding one box).
>
> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 
> 701-306-6157 O 952-432-0227


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Re: Calculating a Date only Field

[Grooms, Frederick W]

A Date field (not a Date/Time that displays just the date) should be : 
 
'Expiration Date' = ($DATE$ + 30)
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, January 30, 2008 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Calculating a Date only Field



I know how to calculate when something is going to expire in 30 days if
the field is a Date/Time field.  But what about just a Date field?

Here's how I would figure it out it if it was a Date/Time field: 

( 'Expiration Date' >= ($DATE$ + (((30 * 24) * 60) * 60))) AND (
'Expiration Date' < ($DATE$ + (((31 * 24) * 60) * 60)))


Lisa Kemes 
AR System Developer 
Tyco Electronics 
717-810-2408 tel 
717-810-2124 fax 
[EMAIL PROTECTED] 


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ARSPERL on AIX?

[Covert, Jack]

Anybody run it on AIX?  Do you know which compiler you used to do so?
The makefile appears to require the cc_r compiler, which we don't have
(and would have to purchase through IBM $$).

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Re: BSMAnalysticsUserGuide.pdf

[T. Dee]

Thanks!

On 1/30/08, Easter, David <[EMAIL PROTECTED]> wrote:
> Is this the User Guide for the "BMC Analytics for BSM" product?  If so,
> you can find it on Support Central in the documentation section for the
> product:
>
> http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_1969
> 5_152334_0,00.html
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed
> in this E-mail do not necessarily reflect those of BMC Software, Inc.
> My voluntary participation in this forum is not intended to convey a
> role as a spokesperson, liaison or public relations representative for
> BMC Software, Inc.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, January 30, 2008 8:24 AM
> To: arslist@ARSLIST.ORG
> Subject: OT: BSMAnalysticsUserGuide.pdf
>
> Does someone know where I can find this Guide
> "BSMAnalysticsUserGuide.pdf" - thanks.
>
> I've tried searching on the Remedy site, but nothing.
>
> 
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Re: BSMAnalysticsUserGuide.pdf

[Easter, David]

Is this the User Guide for the "BMC Analytics for BSM" product?  If so,
you can find it on Support Central in the documentation section for the
product:

http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_1969
5_152334_0,00.html 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, January 30, 2008 8:24 AM
To: arslist@ARSLIST.ORG
Subject: OT: BSMAnalysticsUserGuide.pdf

Does someone know where I can find this Guide
"BSMAnalysticsUserGuide.pdf" - thanks.

I've tried searching on the Remedy site, but nothing.


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Re: Adding custom permissions groups in 7.1

[Moore, Chris]

Thanks Matt!

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Wednesday, January 30, 2008 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding custom permissions groups in 7.1

 

Chris,

 

In ARS 7 you can build a group and then map roles to those groups. Then
it's just a matter of adding those groups to the appropriate users in
the user form. After that just set the form permissions to that new
group and you've got it.

 

For detailed info, check out the Form and Application Objects guide,
page 78.

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, January 30, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Adding custom permissions groups in 7.1

 

** 

Is there a way to add a permissions group in 7.1?  Not a computed group-
there is a custom form which only a few people should see and in 6 we
had a custom permission group for it.  

 

I've gotten around it by adding the custom group directly to records in
the User form, but that doesn't allow me to limit access via workflow
with much flexibility and I'd like people who create records but don't
have access to the user form to be able to add people to that group.

 

I've looked through the config guide, but didn't see anything about it.

 

Thanks!

Chris

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Re: Incoming emails on Solaris + Exchange

[patrick zandi]

you can do SMTP - POP over a tunnel as well..
SMTP is so much easier IMHO-- even from a windows box.


On 1/30/08, Robert Molenda <[EMAIL PROTECTED]> wrote:
>
> ** Sounds like your hands are tied, about the only option left, is MBOX
> support :( [yuck] So forward all messages from exchange to a unix mailbox on
> that server :(
>
> Just curious as to why IMAP4 over SSL is forbiden??
>
> Robert
>
>
>  On Jan 30, 2008 7:41 AM, William Rentfrow <[EMAIL PROTECTED]>
> wrote:
>
> > ** I'm running into policy issues with a Solaris box running the email
> > engine and AR Server (7.1x, not that it matters).
> >
> > IMAP4 and POP3 are both forbidden by the powers that be - MAPI is out
> > since this is Solaris.
> >
> > Has anyone else found a clever solution to running a UNIX email server
> > with incoming messages on a MS Exchange platform?
> >
> > I know we could just put up a Windows-based email engine box
> > butwell, that's not in the budget.  And it's not in the architecture.
> > And it's not approved.  And there's security issues.   And we'd need one for
> > all 4 systems (dev, cat, train, prod).  And they'd need an adminand a
> > backup...and some sort of support contract...etc etc etc.  (short version:
> > it's not as easy as just adding one box).
> >
> > William Rentfrow, Principal Consultant
> > [EMAIL PROTECTED]
> > C 701-306-6157
> > O 952-432-0227
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
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> html___
>



-- 
Patrick Zandi

Dev Technology Group -->  www.devtechnology.com
Exceeding your Expectations !

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Re: Incoming emails on Solaris + Exchange

[Carey Matthew Black]

William,

So let me make sure I get the restrictions No POP3 or IMAP4 (from
the Exchange server(s))... So what is "allowed"? Only MAPI?

Just some ideas...

For inbound email:

Could you setup a local mail server on the Unix side?
Could you "forward" the email from Exchange to the Unix Mail server?
(Then use POP/mbox form the local server for the Email engine?)
( or use a procmail to ARS script?)

Outbound 
 Is a local (unix) SMTP server ok? (or are you tied to only being able
to send from the Exchange servers?)

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

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Jan 30, 2008 10:41 AM, William Rentfrow <[EMAIL PROTECTED]> wrote:
> **
>
> I'm running into policy issues with a Solaris box running the email engine
> and AR Server (7.1x, not that it matters).
>
> IMAP4 and POP3 are both forbidden by the powers that be - MAPI is out since
> this is Solaris.
>
> Has anyone else found a clever solution to running a UNIX email server with
> incoming messages on a MS Exchange platform?
>
> I know we could just put up a Windows-based email engine box butwell,
> that's not in the budget.  And it's not in the architecture.   And it's not
> approved.  And there's security issues.   And we'd need one for all 4
> systems (dev, cat, train, prod).  And they'd need an adminand a
> backup...and some sort of support contract...etc etc etc.  (short version:
> it's not as easy as just adding one box).
>
> William Rentfrow, Principal Consultant
> [EMAIL PROTECTED]
> C 701-306-6157
> O 952-432-0227

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Calculating a Date only Field

[Kemes, Lisa]

> I know how to calculate when something is going to expire in 30 days
> if the field is a Date/Time field.  But what about just a Date field?
> 
> Here's how I would figure it out it if it was a Date/Time field:
> 
> ( 'Expiration Date' >= ($DATE$ + (((30 * 24) * 60) * 60))) AND (
> 'Expiration Date' < ($DATE$ + (((31 * 24) * 60) * 60)))
> 
> 
> Lisa Kemes 
> AR System Developer
> Tyco Electronics
> 717-810-2408 tel
> 717-810-2124 fax
> [EMAIL PROTECTED]
> 

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Re: Adding custom permissions groups in 7.1

[Gayford, Matthew C.]

Chris,

 

In ARS 7 you can build a group and then map roles to those groups. Then
it's just a matter of adding those groups to the appropriate users in
the user form. After that just set the form permissions to that new
group and you've got it.

 

For detailed info, check out the Form and Application Objects guide,
page 78.

 

Regards,

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Wednesday, January 30, 2008 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Adding custom permissions groups in 7.1

 

** 

Is there a way to add a permissions group in 7.1?  Not a computed group-
there is a custom form which only a few people should see and in 6 we
had a custom permission group for it.  

 

I've gotten around it by adding the custom group directly to records in
the User form, but that doesn't allow me to limit access via workflow
with much flexibility and I'd like people who create records but don't
have access to the user form to be able to add people to that group.

 

I've looked through the config guide, but didn't see anything about it.

 

Thanks!

Chris

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OT: BSMAnalysticsUserGuide.pdf

[T. Dee]

Does someone know where I can find this Guide
"BSMAnalysticsUserGuide.pdf" - thanks.

I've tried searching on the Remedy site, but nothing.

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Re: Incoming emails on Solaris + Exchange

[Robert Molenda]

Sounds like your hands are tied, about the only option left, is MBOX support
:( [yuck] So forward all messages from exchange to a unix mailbox on that
server :(

Just curious as to why IMAP4 over SSL is forbiden??

Robert

On Jan 30, 2008 7:41 AM, William Rentfrow <[EMAIL PROTECTED]>
wrote:

> ** I'm running into policy issues with a Solaris box running the email
> engine and AR Server (7.1x, not that it matters).
>
> IMAP4 and POP3 are both forbidden by the powers that be - MAPI is out
> since this is Solaris.
>
> Has anyone else found a clever solution to running a UNIX email server
> with incoming messages on a MS Exchange platform?
>
> I know we could just put up a Windows-based email engine box butwell,
> that's not in the budget.  And it's not in the architecture.   And it's not
> approved.  And there's security issues.   And we'd need one for all 4
> systems (dev, cat, train, prod).  And they'd need an adminand a
> backup...and some sort of support contract...etc etc etc.  (short version:
> it's not as easy as just adding one box).
>
> William Rentfrow, Principal Consultant
> [EMAIL PROTECTED]
> C 701-306-6157
> O 952-432-0227
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Adding custom permissions groups in 7.1

[Moore, Chris]

Is there a way to add a permissions group in 7.1?  Not a computed group-
there is a custom form which only a few people should see and in 6 we
had a custom permission group for it.  

 

I've gotten around it by adding the custom group directly to records in
the User form, but that doesn't allow me to limit access via workflow
with much flexibility and I'd like people who create records but don't
have access to the user form to be able to add people to that group.

 

I've looked through the config guide, but didn't see anything about it.

 

Thanks!

Chris


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Re: Removing Asset....?

[Robert Molenda]

I came up with a "Check list" of things (forms, tables, workflow,
import-definitions [groups, etc]) which had to be deleted, however it was
quite extensive... Then resulted in tons of manual effort to perform the
"uninstall"

As a rule of thumb, if it can be "installed" it can "somehow" be
de-installed, however "unpretty" it must be "jack-hammered" from the
system...

We succesfully removed Asset 4X which was integreated into 4X IM/CM, then
installed CMDB 1.2, and then Asset 6x, and then integrated Asset 6X into
IM/CM 4X manually... Quite a FUN project!
What version(s) of applications are you on?

Robert Molenda
On Jan 30, 2008 7:55 AM, Rune Sorlid <[EMAIL PROTECTED]> wrote:

> **
> Hi.
>
> That is not an option. I had a discussion with BMC Support on this, and
> the only option is to rollback to the backup you hopefully took before
> installing Asset...
>
> We had to disable workflow that looked for Asset Licenses.
>
> /Rune Sorlid
>
>
>
>
> 2008/1/30, Chris While <[EMAIL PROTECTED]>:
>
> > ** Hi Listers.
> >
> > Has anyone ever had experience of uninstalling asset? How did it go ?
> >
> > Thanks
> >
> > Chris
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
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>

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Using solutions with the requester console in 7.1

[Moore, Chris]

Hey everyone!

 

I'm trying to get a 7.1 (no patch) system configured and I was wondering
if anyone had been using the solutions in conjunction with the Requester
Console much.  I've put in a solution and was hoping it would show up as
a possible solution when a customer makes the selection from the
Summary, but it's not showing up.  The Tier 1-3 matches and the solution
is public.  The company is set to -global- as well.  

 

The Summary Category is Password, and it matches up to
"Change-Application-Password" in the operational cat.  

 

Anyone had any experience setting this up?

 

Thanks!

Chris


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Re: Removing Asset....?

[Rune Sorlid]

Hi.

That is not an option. I had a discussion with BMC Support on this, and the
only option is to rollback to the backup you hopefully took before
installing Asset...

We had to disable workflow that looked for Asset Licenses.

/Rune Sorlid




2008/1/30, Chris While <[EMAIL PROTECTED]>:
>
> ** Hi Listers.
>
> Has anyone ever had experience of uninstalling asset? How did it go ?
>
> Thanks
>
> Chris
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> html___

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Removing Asset....?

[Chris While]

Hi Listers.

Has anyone ever had experience of uninstalling asset? How did it go ?

Thanks

Chris

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Incoming emails on Solaris + Exchange

[William Rentfrow]

I'm running into policy issues with a Solaris box running the email
engine and AR Server (7.1x, not that it matters).
 
IMAP4 and POP3 are both forbidden by the powers that be - MAPI is out
since this is Solaris.
 
Has anyone else found a clever solution to running a UNIX email server
with incoming messages on a MS Exchange platform?
 
I know we could just put up a Windows-based email engine box
butwell, that's not in the budget.  And it's not in the
architecture.   And it's not approved.  And there's security issues.
And we'd need one for all 4 systems (dev, cat, train, prod).  And they'd
need an adminand a backup...and some sort of support contract...etc
etc etc.  (short version: it's not as easy as just adding one box).
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: DPI

[Kemes, Lisa]

Thanks everyone.  I was just wondering.  We are going with the policy
"Too bad so sad..." for those that decide to change the standard DPI on
their systems.  :)



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Tuesday, January 29, 2008 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: DPI


** 
Normal (96) is the default that the mid tier apps run at right?
 
I agree with LJ.. the only way to possibly do it is set the dpi to your
users preference on a machine with the admin tool loaded and change the
look and feel of the forms for that setting on a separete view, and then
have that specific user use those views.. TOO MUCH effort and not worth
it.. There is no dynamic way of achieving his/her request..
 
Joe D'Souza
Remedy Developer / Consultant,
IBM Global Technology Services,
Chicago.


- Original Message 
From: LJ Longwing <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, January 29, 2008 9:15:20 AM
Subject: Re: DPI

** 
Well...I have experience this numerous times over the years, and I must
say...a single user suggesting you change your processes to adopt to
their whim is arrogant.  I personally have always given the user the
option of living with it, or conform, they usually conform.  That being
said...I'm not familiar with any way to have Mid-Tier adjust the layout
of the forms based on this higher DPI.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Monday, January 28, 2008 7:43 AM
To: arslist@ARSLIST.ORG
Subject: DPI


** 

We have some people that have set their DPI to 194 and my forms on the
Mid Tier do not look normal.  Our standard configuration for all of our
pc's here is DPI of 94, so that is what we currently code for.  I
suggested changing the DPI back to 94 and maybe increasing the font or
something, but they would rather that I change my processes.  Does
anyone have any ideas on how my Mid Tier forms could possibly look
normal on a DPI of 194?  How would you even check to see what the PC was
set to?

Lisa Kemes 
AR System Developer 
Tyco Electronics 
717-810-2408 tel 
717-810-2124 fax 
[EMAIL PROTECTED] 

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Re: Email engine (6.03, Solaris8, Oracle9)

[Sanford, Claire]

In case I am missing something... Don't you need the field ID numbers
along with the names?? 

> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Wednesday, January 30, 2008 5:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email engine (6.03, Solaris8, Oracle9)

Hi Ray,

In order for Remedy to parse the incoming messages you need to set the
"Email Action" field on the AR System Email Mailbox Configuration form
record for the Incoming mailbox to "Parse".

Also, you would need to restart the email engine to read any
configuration changes you made to the Mailbox Configuration form; and
you would need to re-submit the emails you send in earlier.

hth,

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On Jan 29, 2008 10:53 PM, Ray Gellenbeck <[EMAIL PROTECTED]>
wrote:
> **
>
>
> We've not had to use email for incoming requests in the past, so bear
with a faily new (and hopefully simple) question.  We are now using the
email output from a different system and trying to automate the
ticket-creation process behind the scenes by parsing this email into a
ticket.  We had the other system's team alter their email output into
something Remedy Email Engine friendly, but still are having problems.
>
> I have a sample email message and am helping someone trying to get the
engine to create a new record in the target table.  Right now, messages
just come into the Ar System Email Messages table and nothing else
happens.
>
> According to the docs, we should be able to create (or query) records
in existing tables (assuming we use the correct name), but when we
called "tech support" (if you can call it that these days), they tried
claiming you had to build filters to push data from the system table to
the destination (sigh...gotta love it when folks don't even read their
own manuals).
>
> I will include a sample message and if anyone can tell me what is
missing or configured wrong in the text, I'd appreciate it.  The
"sender" is another program, so I don't really need to use a template,
I'm sure all the info will be hard-coded directly in the message every
time.
>
> Two things...
>
> 1.  Yes, every required field will always be there, but I'm not
including them on this email sample.
>
> 2.  For brevity and confidentiality, field names are dumbed down and
just a few listed.  I'm looking for syntax/pattern help here...
>
> Finally, please submit replies to me directly at [EMAIL PROTECTED]
(as well as the list).  I don't normally use the email account I use for
ARSList.  Thanks in advance!
>
> ---sample email message below this line-
>
>
>
> X-Sender: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> From: <[EMAIL PROTECTED]>
>
> To: <[EMAIL PROTECTED]>
>
> Cc: <[EMAIL PROTECTED]>
>
> Subject: *CPLS*/BA/Barney Rubble/SREF-TEST-123456/UUP/ReqID
176833/Unclassified
>
> Date: Wed, 16 Jan 2008 06:14:45 -1000
>
> X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.4073
>
> Service Request eForm
>
> Update User Profile for Sherri Cath
>
>
>
> Schema: WhateverFormName
>
> Server: WhateverServerName01
>
> Login: fred.flintstone
>
> Password: bedrock
>
> Action: Submit
>
> !Submitter!: $USER$
>
> !Action!: Update
>
> !Action Object!: User Account
>
> !Submitted By!: Barney Rubble
>
> !AssignedToGroup!: SREF-TEST
>
> !CreatedByUID!: Robert Kim
>
> !CreateDate!: 1/16/2008
>
>
>
> -- ORDERING INFORMATION --
>
> !eForm ReqID!: 176833
>
> !Claimant!: SREF-TEST
>
> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No
>
>
>
> ---end of sample email message-
>
> 
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Email Action "Parsing"

[Frank Caruso]

Believe it or not we are still running "armaild". I am looking to
convert to using the email engine to capture and parse incoming email
templates. In our dev. environment I have changed the Email Action
setting to Parse on the MailBox configuration form and it appears to
be working.

However, I am wondering if there are going to be any
adverse\unexpected impacts to the email engine.

Any thoughts?

Frank

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Re: Superdom

[J.T. Shyman]

Do you mean HP-SUPERDOME? As in the server hardware?

 

If so, will this be for the ARServer or for the database and what O/S will
you be running on it?

 

I've got no experience with this hardware but these answers may help other
members of the list to understand what you are looking for.

 

J.T. Shyman 
Column Technologies 

  

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Beketov Danila
Sent: Wednesday, January 30, 2008 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Superdom

 

Hi

 

Have everyone successful experience with building ARSystem databases on
"Superdom"? What can I have problem, and it's possible at all?

 

Danila

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Re: Superdom

[Axton]

Superdom?  Is this a DomU/Dom0 type thing?

Axton Grams

On Jan 30, 2008 7:24 AM, Beketov Danila <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hi
>
>
>
> Have everyone successful experience with building ARSystem databases on
> "Superdom"? What can I have problem, and it's possible at all?
>
>
>
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> Are" html___

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Re: AIE Flat File

[Kelly Deaver]

You need to run the utility that populates the EIE:VendorFieldNames with the 
field names from your file.

filehelper -ax  -al Login -ap Password -ar port -fn  -d

There is additional information about this in the configuring section of the 
AIE Admin guide.
-
Kelly Deaver
[EMAIL PROTECTED]


>  Original Message 
> Subject: AIE Flat File
> From: versicle <[EMAIL PROTECTED]>
> Date: Tue, January 29, 2008 11:35 am
> To: arslist@ARSLIST.ORG
>
> All,
>
> I'm looking to load a flat file into the CMDB via AIE. I've created the .tbl
> file and the .dat file, but when I try to create a new mapping the .tbl file
> I've created isn't in the menu. I've done some poking around and found that
> the menu pulls from the EIE:VendorFieldNames form. Do I have to import the
> .tbl to the VendorFieldNames form? How do I use the .tbl file to create a
> new mapping?
>
> Thanks,
>
> Mike
> --
> View this message in context: 
> http://www.nabble.com/AIE-Flat-File-tp15164885p15164885.html
> Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
>
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Superdom

[Beketov Danila]

Hi

 

Have everyone successful experience with building ARSystem databases on
"Superdom"? What can I have problem, and it's possible at all?

 

Danila


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Re: Email engine (6.03, Solaris8, Oracle9)

[Michiel Beijen]

Hi Ray,

In order for Remedy to parse the incoming messages you need to set the
"Email Action" field on the AR System Email Mailbox Configuration form
record for the Incoming mailbox to "Parse".

Also, you would need to restart the email engine to read any
configuration changes you made to the Mailbox Configuration form; and
you would need to re-submit the emails you send in earlier.

hth,

-- 
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On Jan 29, 2008 10:53 PM, Ray Gellenbeck <[EMAIL PROTECTED]> wrote:
> **
>
>
> We've not had to use email for incoming requests in the past, so bear with a 
> faily new (and hopefully simple) question.  We are now using the email output 
> from a different system and trying to automate the ticket-creation process 
> behind the scenes by parsing this email into a ticket.  We had the other 
> system's team alter their email output into something Remedy Email Engine 
> friendly, but still are having problems.
>
> I have a sample email message and am helping someone trying to get the engine 
> to create a new record in the target table.  Right now, messages just come 
> into the Ar System Email Messages table and nothing else happens.
>
> According to the docs, we should be able to create (or query) records in 
> existing tables (assuming we use the correct name), but when we called "tech 
> support" (if you can call it that these days), they tried claiming you had to 
> build filters to push data from the system table to the destination 
> (sigh...gotta love it when folks don't even read their own manuals).
>
> I will include a sample message and if anyone can tell me what is missing or 
> configured wrong in the text, I'd appreciate it.  The "sender" is another 
> program, so I don't really need to use a template, I'm sure all the info will 
> be hard-coded directly in the message every time.
>
> Two things...
>
> 1.  Yes, every required field will always be there, but I'm not including 
> them on this email sample.
>
> 2.  For brevity and confidentiality, field names are dumbed down and just a 
> few listed.  I'm looking for syntax/pattern help here...
>
> Finally, please submit replies to me directly at [EMAIL PROTECTED] (as well 
> as the list).  I don't normally use the email account I use for ARSList.  
> Thanks in advance!
>
> ---sample email message below this line-
>
>
>
> X-Sender: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> X-Receiver: [EMAIL PROTECTED]
>
> From: <[EMAIL PROTECTED]>
>
> To: <[EMAIL PROTECTED]>
>
> Cc: <[EMAIL PROTECTED]>
>
> Subject: *CPLS*/BA/Barney Rubble/SREF-TEST-123456/UUP/ReqID 
> 176833/Unclassified
>
> Date: Wed, 16 Jan 2008 06:14:45 -1000
>
> X-MimeOLE: Produced By Microsoft MimeOLE V6.00.3790.4073
>
> Service Request eForm
>
> Update User Profile for Sherri Cath
>
>
>
> Schema: WhateverFormName
>
> Server: WhateverServerName01
>
> Login: fred.flintstone
>
> Password: bedrock
>
> Action: Submit
>
> !Submitter!: $USER$
>
> !Action!: Update
>
> !Action Object!: User Account
>
> !Submitted By!: Barney Rubble
>
> !AssignedToGroup!: SREF-TEST
>
> !CreatedByUID!: Robert Kim
>
> !CreateDate!: 1/16/2008
>
>
>
> -- ORDERING INFORMATION --
>
> !eForm ReqID!: 176833
>
> !Claimant!: SREF-TEST
>
> !Base!: CPLS
>
> !Company!:
>
> AUIC:
>
> !TaskOrder!: 2341
>
> !ModNumber!: 12
>
> !PurchaseOrder! #
>
> !Classification!: Unclassified
>
> !ServiceLevelID!: Basic
>
> !AssetID!:
>
> !ForeignNational!: No
>
>
>
> ---end of sample email message-
>
> 
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Source Control Integration

[MUNJAL, Jaya, IDC]

Hello List

Has anyone used SubVersion as a source control for Remedy? We are planning to 
use it with ARS 6.3 on Solaris with Sybase DB.
I'll appreciate if anyone can share their experiences with the integration.

Thanks


Jaya Munjal
IEA Remedy Team
RBS India Development Centre (P) Ltd

T  +91 124 6724163
M +91 9811405409
[EMAIL PROTECTED]
Unitech Business Park, Block F, Sector 41, South City 1,
Gurgaon, Harayana India 122001
* Please don't print this e-mail unless you really need to.
www.rbs.com

Visit our Sharepoint site 
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Raise a fault with one of our systems 
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Re: Setting values to the Advanced Search bar

[Misi Mladoniczky]

Hi,

Just add a display-only character-field with id 1005.

I tried AR Admin 6.3, 7.0 and 7.1. They all had the Form -> Form Action
Fields menu. You have to open the form first.

Because of the issues, I would advice against using it... I was kind of
dissapointed when BMC Support told us that it was not supported and asked
us to remove it...

Best Regards - Misi, RRR AB, http://rrr.se/sv/


> So possibly it would work with my 6.3 but when I upgrade to 7.x it'll
> probably fail. I know that when we do searches now it does add other
> search
> variables to the string. You can see it when you go to the Actions-->View
> Recent Searches. I remember Doug talking about adding other variables to
> the
> string so the admins could control what is being searched. Maybe that's
> why
> I never new about that field.
>
> But actually I don't have the option in my Admin tool to add as Frank
> suggested above.
>
>
>
>
> On 1/29/08, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>>
>> Hi,
>>
>> I have had problems with field 1005, and support declared that it was
>> not
>> supported any more. This was in version 7.0.
>>
>> The problem was that the system added some strange things to the select
>> statement when doing searches through the Windows Client. We had no
>> workflow that modified the content of the field, it was enough that the
>> field existed...
>>
>>Best Regards - Misi, RRR AB, http://www.rrr.se
>>
>> Products from RRR Scandinavia:
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
>> logs.
>> * RRR|Translator - Manage and automate your language translations.
>> Find these products, and many free tools and utilities, at
>> http://rrr.se.
>>
>> > Add field a field to your with field id 1005, Search Bar. You can do
>> > this by opening a form, click tool bar Form and then Form Action
>> > fields.
>> >
>> > On Jan 28, 2008 4:30 PM, Arner, Todd <[EMAIL PROTECTED]> wrote:
>> >> **
>> >>
>> >> Have you looked into using the defined searches function?  I don't
>> >> remember
>> >> if it is supported on the 6.3 mid-tier but it is on 7.x.  You set the
>> >> defined search from the Admin Tool by going to the view properties
>> >> dialog of
>> >> the form.  Then to access the search click on the Search menu from
>> the
>> >> mid-tier or action menu from the user tool.
>> >>
>> >> HTH,
>> >> Todd Arner
>> >> Great Lakes Educational Loan Services Inc.
>> >>
>> >>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
>> Are"
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>> >
>> >
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>
>
>
> --
> Thanks
>
> Steven Pataray
> Senior Analyst, Help Desk
> Bank of Hawaii
> 909 Dillingham Blvd, Honolulu, HI. 96817
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Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: Number of users in User form

[Niklas Asplund]

Thanks Joe for the advice.
It sounds like a good idea to add a unique index there.

BTW. I'm running ARS 7.0.1

// Niklas


On 29/01/2008, Joe DeSouza <[EMAIL PROTECTED]> wrote:
>
> **
> Niklas,
>
> While I agree with the others that there should not be a performance
> problem, I would strongly advise to modify the index of the Login Name field
> to be a unique index.
>
> I have come across problems where there exists 2 or more records for the
> same user in the user form due to the absense of workflow on the User form
> to prevent duplicate Login Names. It happened to this customer during import
> of a set of users directly to the user form..
>
> You haven't specified what version of the ARS.. One of the earlier viersio
> and the versions downward, didn't even have an index on the Login Name field
> - leave alone a unique index.. Make sure you have one..
>
> Cheers
>
> Joe D'Souza
> Remedy Developer / Consultant,
> IBM Global Technology Services,
> Chicago.
>
>
> - Original Message 
> From: Carey Matthew Black <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, January 28, 2008 7:06:29 AM
> Subject: Re: Number of users in User form
>
> Niklas,
>
> The phrase "during ARS password changes and other such User form updates"
> can be described as any data value in the User for was what I saw as "slower
> then before". ('Email Address', 'Password', 'Default Notify Mechanism',
> 'Group List', 'License Type', 'Full Text License Type', 'Login Name',
> etc...)
>
> Again... I believe that was due to slowness of my RDBMS and not
> necessarily due to ARS slowness.
>
> I however would also expect the RAM requirement for the ARS server and for
> some secondary subsystems (like the Email Engine) to increase too. Those
> components keep this data cached so they would be affected by such a growth
> in the data.
>
> And if you are still using a per v7 Mid-Tier then I think it would also be
> affected due to the way it caches objects based on 'Group List' combination
> too. (However, I have not tested it for performance or RAM growth. But that
> is my expectations.)
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
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