Max Returned entries
Hi All, Need some advice please? Is it possible to force the number of max entries returned by getlist for specific users without setting the max returned entries in the User or Admin Tool? Kind regards, Fritz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arserver.exe Memory Usage 7.0.01
Yes, working on it every day... :-) We added -t as a startup paramenter to armontor.conf (/bin/arserveverd -t -s ) And now the server logs what it does during start up. Most of the time is to read the field_dispprop table. (LoadDisplayInfoList). We did remove a lot of unused forms and views, and now the server takes less than 5 minutes to start. 7.01 patch 5 Solaris, and Oracle. CMDB.,CHG and Asset is installed, pluss tons of own applications. -- Jarl On Thu, Feb 14, 2008 at 8:37 AM, Joe D'Souza [EMAIL PROTECTED] wrote: ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Wednesday, February 13, 2008 8:50 AM To: arslist@ARSLIST.ORG Subject: arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be consuming on the server after it has been running for a few days without restarting? I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03, and CMDB 2 on a Windows server pointing to a remote Oracle 10G database. We just recently went live so we have been doing a lot of restarts as we have had to make system changes. I noticed that after a restart arserver.exe consumes about 700,000 K. After a few days of not restarting I am seeing that the memory footprint has grown to about 1,300,000 K which has me concerned about a memory leak. This may be normal and it may not grow much larger so I will continue to monitor but wanted to toss the question out there.. I understand that all environments are different and therefore no one instance is correct but just thought I would ask. Thanks, Michael Bardsley __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Pascale Boyer/VL/GVL est absent(e).
Je serai absent(e) du 2008-02-14 au 2008-02-19. Pour tout problème relié à Remedy, veuillez contacter le SAU 8787 Merci ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Sync UI problem in CMDB
I am synchronizing the class definition to AST forms. But the entry appear in Pending form and AST form is not creating. The entry remains pending for long time In AERRROR.log file I have the following entries. Can anybody help me? CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Wed Feb 13 00:13:41 2008 11 Wed Feb 13 00:13:41 2008 CMDB Dispatcher : AR System Application server restarting (ARAPPERR 4503) Wed Feb 13 00:13:42 2008 CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Regards Jomon Mathew -- View this message in context: http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15455616.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Beginning - ARUser License Monitoring
Hi, Yes, our RRR|License product answers all of these questions. The free test-version will not give you all the answers, but it will give you a very good estimation on your saving potential. This is output from the test-version. Saving potential summary: http://rrr.se/tmp/rrrLicPotential.html Current situation: http://rrr.se/tmp/rrrLicCurr.png Emulation of user license exchange: http://rrr.se/tmp/rrrLicExuser.png Emulation of system license exchange: http://rrr.se/tmp/rrrLicExsys.png 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. Igor, There are several ways to answer your questions. I gave a presentation at BUW 2006 that used filter processes to create records that can be used to show how often a person creates/modifies a record in an hour. The data can be used to adjust Float/Fixed license usage and also show the hours of peak usage. For us it happens between 9:00 AM and 11:00 AM which corresponds to EMEA still using the system, the East Coast of the US and South America working for an hour or two, and Mexico/West Coast of the US just beginning their day. Misi also has a good product that can answer many of your questions. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of igor ivanov Sent: Thursday, February 14, 2008 6:12 AM To: arslist@ARSLIST.ORG Subject: ADV: Beginning - ARUser License Monitoring ** Hello! Nothing is Impossible (Christopher Reeve) If you have questions like I do: 1.Whose Fixed license I can use? 2.How often last week somebody used License? 3.How many times somebody with Floating License get Read? 4.Do we have to request more Licenses or we just did not assign them right and paying for Licenses and Support? (what makes Remedy expensive and helps to put in danger Remedy Developers World) 5.What are most active hours? 6.How is particular Support Group/Region/Site/Department using Licenses? 7.Is it time to change somebody's License Type (Floating/Fixed)? ... __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Form sql view not found
Thanks, Joe. I looked thru the complete view list, and there are no views that remotely resemble LA_SoftwareInstall The create statement in the sql log is too long to print here, so I'll summarize: CREATE VIEW LA_SoftwareInstall (Install_number. . . [entire field list] . . .) AS SELECT T424.C1,C2,C3,C4,C5,C6,C7,C8,C536870913 . . . [more field names] . . .FROM T424, B424 WHERE T424.C1 = B424.C1,T424C536870999,T424C56031 WHERE T424.C1 = T424C536870999.entryId AND T424.C1 = T424C56031.entryId Notice the two WHEREs. If we drop the first WHERE clause and manually run: . . .FROM T424, B424, T424C536870999, T424C56031 WHERE T424.C1 = T424C536870999.entryId AND T424.C1 = T424C56031.entryId it creates the view. So the question is, Why would Remedy throw in an extra WHERE clause and create an invalid sql statement? Several people have suggested that the use of keywords as fieldnames might be causing the problem. I think I've eliminated all such possibilities, but just in case somebody has time to look thru them all, I'll write the entire field list from the CREATE View statement. Install_number,Submitter,Create_date,Assigned_to,Last_modified_by,Modified_date,Status,Software_title,First_name,Version, Platform_DELETE,Valid_through,Attachment_Field,Vendor,Date2_requested,Server,College_Coordinator,General_Comments,Attachment_Field2, Received_media_PC_,Received_license_,Last_name,Phone,Room,JMU_e_ID,A__Licenses__0_for_unlimited_,Date2_needed,Classes_using_software, What_software_does,Distribution_Scripts_Before,Distribution_Scripts_After,Launch_Scripts_Before,Launch_Scripts_After, Path_to_executable_file,Run_once_,System_Requirements,Command_Line_Parameters,Working_Directory,GUID,Reboot_,Associations,App_Launcher, Start_Menu,Desktop,System_Tray,Source_Path,Target_Path,Application_Object_Name,File_Rights,Msc_Info, Permissions,Read,Write,Create2,Erase,Modify2,Fire_Scan,Access_Control,Install_type_radio_box,Classification,Install_type,Group2_name, Path,Received_Install_Instructions_,Catalog__,Purple,Action_requested,License_ID_PC,Why_on_Hold,Renewed,SoftTrack_id,Vendor_Web_Address,Vendor_Technical_Support__,Software_Name_and_Version,License_Info,Include_in_web_,Software_Type,Z_RequestID2,Z_RequestID3, Renewal_changes,Send_Renewal_Notice,Renew_for_next_year,Temp_Char_Stored,Labs_currently_with_this_softw,Renewal_Diary,Current_month, Z_Valid_through,Temp_char_display,Lab_list,Temp_char_db,Current_Year,First_round_deadline_date,Second_round_deadline_date, First_email_date,License_ID_Mac,Platform,Department,Building,Department_purchased,Attachment_Field3,Temp_Character_Field, Temp_Character_Field2,Temp_Character_Field3,Temp_Character_Field4,Temp_Character_Field5,Temp_Character_Field6 Dwayne Martin Original message Date: Wed, 13 Feb 2008 23:35:51 -0500 From: Joe D'Souza [EMAIL PROTECTED] Subject: Re: Form sql view not found To: arslist@ARSLIST.ORG I'm assuming you are on Oracle.. Before modifying the table with that new field query the all_views table to see if there exists a view by the name 'ViewName_A'. Select view_name from all_views where view_name = 'ViewName_A' Replace ViewName with the actual name of the view while running that statement. If you find a view by that name, drop that view Drop view ViewName_A; Commit; If you are not on Oracle do the above equivalent for that DB.. Then modify that form by creating the extra optional field.. The creation of the view failed probably because the ARS couldn't rename the existing view to ViewName_A because of an already existing view by that name.. Joe -Original Message- From: Dwayne Martin [mailto:[EMAIL PROTECTED] Sent: Wednesday, February 13, 2008 1:16 PM To: Joe DSouza Subject: Fwd: Re: Form sql view not found Joe, SORRY! I was wrong. Your rft file did display afterall. It was just buried under a buncha other windows. As I noted in my reply to Fred, when I try that I get: Creation of one of the SQL views for the form failed within the SQL database. Operation completed successfully, but the SQL view is not in place. (ARWARN 69). Thanks, Dwayne No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.20.4/1275 - Release Date: 2/12/2008 3:20 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Patch 006
Thank you Joe, Sorry it was a very late night last night, and I did post my issue prior to digging deeper. Basically we are getting an Authentication Failed error when we try to start the email engine service. We are running out going mail only under MAPI using MS Outlook. Thank you all, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 1:14 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Lou, Look up your AR Email Error Message form and see what errors have been written to it since your upgrade.. Also it would help if you could let the list know what OS your Email engine is installed on.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio Sent: Wednesday, February 13, 2008 8:37 PM To: arslist@ARSLIST.ORG Subject: Email Engine Patch 006 Hey Gang, I just installed Email Engine Patch 006 for v 7.0.01. I am not receiving emails after installation of the patch. Searching the AR System Email Messages form I see the test email I tried to send, however the Send Message column show Yes instead of Sent or Error. So it looks like I can't connect to the email server, however the configuration looks good. Any thoughts? Thank you Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arserver.exe Memory Usage 7.0.01
Is anyone else fighting a similar issue? We are. We've tried everything you mentioned and have had no luck. We have also worked with support. (Moving the server to gig full made no difference here either.) Our production environment starts in about 9 minutes, but test and qa take closer to 15. Oracle remote database ... there have been threads on this topic previously. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Joe D'Souza [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 01:37 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Wednesday, February 13, 2008 8:50 AM To: arslist@ARSLIST.ORG Subject: arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be consuming on the server after it has been running for a few days without restarting? I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03, and CMDB 2 on a Windows server pointing to a remote Oracle 10G database. We just recently went live so we have been doing a lot of restarts as we have had to make system changes. I noticed that after a restart arserver.exe consumes about 700,000 K. After a few days of not restarting I am seeing that the memory footprint has grown to about 1,300,000 K which has me concerned about a memory leak. This may be normal and it may not grow much larger so I will continue to monitor but wanted to toss the question out there.. I understand that all environments are different and therefore no one instance is correct but just thought I would ask. Thanks, Michael Bardsley __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arserver.exe Memory Usage 7.0.01
I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Wednesday, February 13, 2008 8:50 AM To: arslist@ARSLIST.ORG Subject: arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be consuming on the server after it has been running for a few days without restarting? I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03, and CMDB 2 on a Windows server pointing to a remote Oracle 10G database. We just recently went live so we have been doing a lot of restarts as we have had to make system changes. I noticed that after a restart arserver.exe consumes about 700,000 K. After a few days of not restarting I am seeing that the memory footprint has grown to about 1,300,000 K which has me concerned about a memory leak. This may be normal and it may not grow much larger so I will continue to monitor but wanted to toss the question out there.. I understand that all environments are different and therefore no one instance is correct but just thought I would ask. Thanks, Michael Bardsley __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Problems during Oracle dmp import -- Error 1461
I'm having an issue in trying to import Remedy data directly into oracle using oracle's import utility. Oracle 10gR2 on HPUX 11i. Back end db for Remedy Original db setup: Locale not set (default C) Oracle NLS_LANG american_america.we8iso8859p1 DB Char set - WE8ISO8859P1, National Char - AL16UTF16, nls_length_semantics - char We had a problem with french chars not being saved to db from client/web app. We could not change language sets as the program csscan had too many errors to do the change. So we created a dmp, dropped the db and recreated it with: At the OS level - set LANG and LC_ALL = en_US.UTF Oracle account NLS_LANG =american_america.we8iso8859p1 (unchanged) On db creation - char set = AL32UTF8, National Char = AL16UTF16 and nls_lenght_semantics=CHAR Ran the import on the dump but I'm getting the following errors on a few tables: . . importing table T176 IMP-00058: ORACLE error 1461 encountered ORA-01461: can bind a LONG value only for insert into a LONG column IMP-00028: partial import of previous table rolled back: 139 rows rolled back The tables have a few columns of varchar2 (4000 char). I tried to change them to LONG but got the same error. Any help welcome. Kris Latter [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade from 6.3 to 7.1
There is a bug with the midtier using events. I am not sure if it the fix is included in patch one. Gary Shoemaker Sandia National Laboratories 505-284-1481 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 12:19 AM To: arslist@ARSLIST.ORG Subject: Re: Upgrade from 6.3 to 7.1 ** Mudit, I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade to MS-SQL 2005. Please check the compatibility matrix before you take my word for it.. Also I am not sure if Windows 2000 is supported. You may need Windows 2003 SP 2. If you have to upgrade to MS-SQL 2005, make sure you have nothing in your application that uses the SQL DTS services.. DTS has been dropped in MS-SQL 2005. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mudit Chaudhry Sent: Thursday, February 14, 2008 1:57 AM To: arslist@ARSLIST.ORG Subject: Upgrade from 6.3 to 7.1 ** Folks, We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an opinion of people who have done this. Any issues that we should watch out for? Our environment is Windows 2000 OS and MS SQL 2000 database. Thanks Mudit __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade from 6.3 to 7.1
We upgraded directly from v6.3 P22 to v7.0.1 P5 without any problems at all. We didn't move directly to 7.1 because there were no patches available at the time and we couldn't accept some of the problems in the initial release. We checked with support and they confirmed there was no need to install the base v7.0.1 first so we just ran the v7.0.1 P5 installers against the existing v6.3 P22 database. After a backup, we first upgraded the database in-place from SQL Server 2000 to SQL Server 2005. After another backup, we then upgraded Remedy (ARS, Email Engine, Approval, Assignment, etc). We're running everything on Windows Server 2003. We then built new servers from scratch with Windows Server 2003 Enterprise (they have more than 4GB of memory), SQL Server 2005 Enterprise (they have 8 processors), and ARS 7.0.1 P5. Afterwards, we backed up the database on the old server (now running SQL Server 2005 and v7.0.1 P5) and restored it on the new server. Ended up with new servers and clean installs of the database and Remedy. We're still running CSS 5.x on v7.0.1 P5 without any problems. The only issue we ran into is we had some duplicate login names that we had to update/delete before the upgrade would run. Another annoying item was SQL Server 2005 added some schemas to match the logins when we restored the database but it was easy enough to delete them and recreate the permissions. Otherwise, everything went smoothly. We are not running ITSM or CMDB so I have no idea whether you would have issues with those. I agree you will want to check the compatibility matrix in regards to supported combinations. In regards to DTS-you can still run older DTS packages in SQL Server 2005 even though they replaced it. Perform a Google or Microsoft search and you will find the info. //SIGNED// Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 12:19 AM To: arslist@ARSLIST.ORG Subject: Re: Upgrade from 6.3 to 7.1 Mudit, I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade to MS-SQL 2005. Please check the compatibility matrix before you take my word for it.. Also I am not sure if Windows 2000 is supported. You may need Windows 2003 SP 2. If you have to upgrade to MS-SQL 2005, make sure you have nothing in your application that uses the SQL DTS services.. DTS has been dropped in MS-SQL 2005. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mudit Chaudhry Sent: Thursday, February 14, 2008 1:57 AM To: arslist@ARSLIST.ORG Subject: Upgrade from 6.3 to 7.1 ** Folks, We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an opinion of people who have done this. Any issues that we should watch out for? Our environment is Windows 2000 OS and MS SQL 2000 database. Thanks Mudit __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Dynamic Group Access
Susan, Permissions in ARS are in layers... Additive layers. A) First a user must have access to the Form. B) Next the user needs to have access to Field 1. C) Next the user needs to have access to any of the other fields on the form. The key here is that the user does not have to gain access to all levels via the same Access Control group. So... A) Lets say you have a form that is Public (Hidden). So all users can use the form, but not see it in there Object lists. B) The permissions on Field 1 have these three groups: Helpdesk, (some groupID) AllCustomers, (some groupID) Dynamic60001 (groupID=60001) So any user that is in Helpdesk, or AllCustomers would have access to all records (field 1 values) in the form. However the third group is a reference to data in each record. So to know who fits in that group the Application server has to look at the record in question and check the data in $USER $'s 'Group List' against the data in the field $60001$ for that record. (Any match grants access to the record.) C) Then the server will check the permissions on each field and see if the $USER $ has access to the field. Again... dynamic groups, or static groups can be used on any field and not just field 1. Also... the dynamic groups are a list of: Static Groups, User Names, or Roles (for Deployable applications only). To keep things a bit simpler... think of Roles as Static groups. The thing about dynamic groups is that they are defined on a record by record basis. So if one record has a value of : 'bob';Helpdesk then for that record all members of the group Helpdesk and also the user 'bob' would be a member of that dynamic group for that record. So let's say we have two other fields to talk about. 'Status' Permissions: Public (View), HelpDesk(Change) 'Short Description' Permissions: HelpDesk(Change), Dynamic60001(Change) If the $USER $'s group list is blank then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. If the $USER $'s group list contains HelpDesk then they will be able to see both fields. If the $USER $'s group list is not blank, and does not contain HelpDesk then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. So... the question becomes What are the permissions on the fields, and what fields should these users (the ones that you put into the 'Dynamic61' field) be able to access? That may not have been the best example... but I hope it helps. -- 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer [EMAIL PROTECTED] wrote: ** Hi everyone, For the most part our system deals with external customer companies. Until now we all access pretty well everything with no problems. Now we want to give access to a distributor we use and allow them to access particular customers they work with on our behalf. In actuality only about 3-5% of our customer records. So I thought this would be a good opportunity to try dynamic group access (first time user). First I thought I could just create the group 60001, a few regular groups to distinguish between US, UK, CHINA, and the character field with ID 60001 on a particular form. I did that and in the character field 60001 on several records I put the different values of US, UK, CHINA. Then I logged in as various users that are in those particular groups thinking I'd only see those records. Well it didn't work that way I could see all the records. I re-read all the documentation I could find etc etc etc, drove myself a little crazy because this shouldn't be that hard, seemed like a slam dunk in class a year ago . lol So back to basics, created a test form with the 60001 field. I also had a problem since I thought instructions said to put users in the 60001 group but on my new form I was getting errors which I didn't get before. So I removed them and left them in their US, UK, CHINA groups respectively (among others). Created records and made a few of each type of 60001 group choice. Did a query as one of the test users and got all the records but no data. So I added 60001 permission to Request ID field. That limited my query return but didn't show any data. Then added 60001 permission to another field and whaalaa I could see that data. So this is where I need the reality check help. Do I have to put that 60001 group permission on every field on every form I want them to have access to? It's literally thousands of fields. Tell me this ain't so, that I've gone overboard. Is there a way to do this that won't produce carpal tunnel syndrome? Any
ITSM 7, Mid-tier vs Remedy User, Differences?
** Hello, Is there a doc that highlights differences in how ITSM 7 functions for the end-user via mid-tier versus Remedy User tool?Or, if anyone knows of any main differences and could share that info, it would be appreciated. I am particularly wondering about the viewing of Crystal Reports from within Remedy I know in 6.x we were unable to use the Reports function to run Crystal Reports using mid-tier; had to use Remedy User to run these.Thanks, JulieKanakanuiRemedyAdministrator/DeveloperInformationTechnologyServicesUniversityofNorthCarolinaatGreensboro[EMAIL PROTECTED]__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: Email Engine Patch 006
If you are getting the failed to login to MAPI error, this is usually because the Outlook profile was not set up while logged in as the user the service is running under or that login cannot connect to the mail server. The standard authentication error is usually a result of the application service password entered when you installed the Email Engine does not match the application service password in the database. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Thursday, February 14, 2008 5:41 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Thank you Joe, Sorry it was a very late night last night, and I did post my issue prior to digging deeper. Basically we are getting an Authentication Failed error when we try to start the email engine service. We are running out going mail only under MAPI using MS Outlook. Thank you all, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 1:14 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Lou, Look up your AR Email Error Message form and see what errors have been written to it since your upgrade.. Also it would help if you could let the list know what OS your Email engine is installed on.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio Sent: Wednesday, February 13, 2008 8:37 PM To: arslist@ARSLIST.ORG Subject: Email Engine Patch 006 Hey Gang, I just installed Email Engine Patch 006 for v 7.0.01. I am not receiving emails after installation of the patch. Searching the AR System Email Messages form I see the test email I tried to send, however the Send Message column show Yes instead of Sent or Error. So it looks like I can't connect to the email server, however the configuration looks good. Any thoughts? Thank you Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Patch 006
Hey gang, This issue is resolved. We set the wrong Admin password during the installation process. Thank you, Lou -Original Message- From: Louis Cobuccio Sent: Thursday, February 14, 2008 7:41 AM To: arslist@ARSLIST.ORG Subject: RE: Email Engine Patch 006 Thank you Joe, Sorry it was a very late night last night, and I did post my issue prior to digging deeper. Basically we are getting an Authentication Failed error when we try to start the email engine service. We are running out going mail only under MAPI using MS Outlook. Thank you all, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 1:14 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Lou, Look up your AR Email Error Message form and see what errors have been written to it since your upgrade.. Also it would help if you could let the list know what OS your Email engine is installed on.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio Sent: Wednesday, February 13, 2008 8:37 PM To: arslist@ARSLIST.ORG Subject: Email Engine Patch 006 Hey Gang, I just installed Email Engine Patch 006 for v 7.0.01. I am not receiving emails after installation of the patch. Searching the AR System Email Messages form I see the test email I tried to send, however the Send Message column show Yes instead of Sent or Error. So it looks like I can't connect to the email server, however the configuration looks good. Any thoughts? Thank you Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Patch 006
Thanks Craig. It turned out to be a bad password. We had assumed that they went with the remedy default admin password when they had originally setup the system. Turns out they didn't. We found the right password and updated the password in the admin tool. Thanks again, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, February 14, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 If you are getting the failed to login to MAPI error, this is usually because the Outlook profile was not set up while logged in as the user the service is running under or that login cannot connect to the mail server. The standard authentication error is usually a result of the application service password entered when you installed the Email Engine does not match the application service password in the database. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Thursday, February 14, 2008 5:41 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Thank you Joe, Sorry it was a very late night last night, and I did post my issue prior to digging deeper. Basically we are getting an Authentication Failed error when we try to start the email engine service. We are running out going mail only under MAPI using MS Outlook. Thank you all, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 1:14 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Lou, Look up your AR Email Error Message form and see what errors have been written to it since your upgrade.. Also it would help if you could let the list know what OS your Email engine is installed on.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio Sent: Wednesday, February 13, 2008 8:37 PM To: arslist@ARSLIST.ORG Subject: Email Engine Patch 006 Hey Gang, I just installed Email Engine Patch 006 for v 7.0.01. I am not receiving emails after installation of the patch. Searching the AR System Email Messages form I see the test email I tried to send, however the Send Message column show Yes instead of Sent or Error. So it looks like I can't connect to the email server, however the configuration looks good. Any thoughts? Thank you Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arserver.exe Memory Usage 7.0.01
Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza *Sent:* Thursday, February 14, 2008 2:37 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of *strauss *Sent:* Wednesday, February 13, 2008 10:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Bardsley, Michael *Sent:* Wednesday, February 13, 2008 8:50 AM *To:* arslist@ARSLIST.ORG *Subject:* arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be consuming on the server after it has been running for a few days without restarting? I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03, and CMDB 2 on a Windows server pointing to a remote Oracle 10G database. We just recently went live so we have been doing a lot of restarts as we have had to make system changes. I noticed that after a restart arserver.exe consumes about 700,000 K. After a few days of not restarting I am seeing that the memory footprint has grown to about 1,300,000 K which has me concerned about a memory leak. This may be normal and it may not grow much larger so I will continue to monitor but wanted to toss the question out there.. I understand that all environments are different and therefore no one instance is correct but just thought I would ask. Thanks, *Michael Bardsley* __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
Our support team has found that the 2 error logs we sent showed that both times the ar server crapped out at a filter/filter guide. SRM:AOI:Process_IN_PushAppRequestInfo_05_EventParam_TableLoop (165) I wonder if the other 2 people experiencing issue might be able to check their filter logs to see if it happens at that filter also. On Feb 14, 9:01 am, [EMAIL PROTECTED] wrote: Nothing unusual in the event log of either ars server or ars db server. On Feb 14, 1:20 am, Joe D'Souza [EMAIL PROTECTED] wrote: Also take a look at your Windows Events log and check the errors that get written in chronological order.. This will probably give you an insight as to why the AR Server service restarted as there might be related errors written to the event long prior to the AR Server restart that may have caused it to restart.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED] Sent: Wednesday, February 13, 2008 5:10 PM To: [EMAIL PROTECTED] Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ? Thanks for the tips. We are running Windows 2003 Remedy 7.0.1 patch 4 ITSM 7.0.3 patch 6 SRM 2.1 SLM 7.0.3 patch 4 Database is on a remote server with windows 2003 and sql 2000. I will check out the email part and hopefully see something that can be fixed. Harry On Feb 13, 4:51 pm, john rosquist [EMAIL PROTECTED] wrote: Consider disabling escalations for a bit. Also, consider and evaluate the email engine. Are the emails in the queues very large. Are there LOTS of them? Unix or windows? Penetration testing will cause a remedy server to crash, but just once per scan event. John - Original Message From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wednesday, February 13, 2008 4:14:34 PM Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ? Did that.. and they are looking into it... Why would the remedy service suddenly restart? I can see it happen. I've seen it 3 times when people message me that it is down. I check the server and the remedy service restarts (not the sever but just the service) arerror.log doesn't seem to indicate anything other than the actual error users get. DB log file shows no errors. On Feb 13, 3:20 pm, john rosquist [EMAIL PROTECTED] wrote: TLI error is a networking error. Given that the ARS server happens to be down at the time, it means that the client/midtier cannot connect to it. Turn SQL and API logging on. Look in the arerror.log in the db directory. Look at your db too. Call home to support to have them start working the issue too. John Rosquist Windward - Original Message From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wednesday, February 13, 2008 2:38:26 PM Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ? Hi, We are getting the same issues. When looking at the event logs and witnessing it happen, it looks like something is causing the Remedy service to restart by itself on our system. This causes a 2-4 minutes outage as the remedy service restarts itself. We are in the midst of troubleshooting. Anyone else with any ideas on how approach troubleshooting this? It really has us stumped here. Thanks On Feb 13, 11:41 am, Peter [EMAIL PROTECTED] wrote: We (2 admins) just experienced this exact error yesterday. I was just Emailing my network security folks to see if there are any security port scans that might be occuring. We're building our production 7.1 server so the fast and list tread count are default out of the box. I had a rpc connection error during the same time frame while loading SRM. On Feb 13, 8:43 am, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: Howdy listers, Yesterday, when submitting searches, we were being greeted by a strange error: AR ERR [90] Cannot establish a network connection to the AR System server: dhwrem (0) : RPC: Miscellaneous tli error - System error (connection refused) We could create new cases and modify existing cases, but we could not submit searches. I checked the arerror.log and there was nothing out of the ordinary, save for a bunch of SendEMail() 390620 : Parameter list for a function is empty messages, which are typical (yet unexplained) on our system. In a moment of panic, I increased the number of list and fast threads on our server and restarted the server. I haven't seen the error yet today but the morning is still young... Any one seen this before? TIA, Michael
Re: HelpDesk Lite (was: Company Dropping Remedy)
But the platform is wrong. You're still forcing customers that have a solid application and set of processes built on the 5.6 apps to change platforms. TP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Wednesday, February 13, 2008 7:08 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Lite (was: Company Dropping Remedy) ** Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a Helpdesk Lite if you will, for the smaller and mature companies that just need a solid app that's fully customizable and affordable? FYI, this is what the ITSM Express (ITSMe) suite is intended to provide: http://www.bmc.com/products/documents/32/18/83218/83218.pdf BMC ITSM Express combines industry-leading products, designed to meet the needs of the midsized business, into a modular IT service management solution that provides: * Incident and problem management * Asset management and discovery * Change and configuration management * Performance and availability management * Web access and identity management -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 Timothy Powell Sent: Thursday, February 07, 2008 7:28 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** I wasn't necessarily stating that BMC/Remedy focus on small- and mid-sized customers to be its primary customer base. Rather, my point was, why turn your back on that market all together? A company shouldn't put all of its eggs in any basket, be it the small/mid or enterprise basket. And they shouldn't focus on a single solution for everybody's needs. One reason for BMC to continue supporting/developing smaller, more customizable apps than the current 7.x ITSM Suite? As many posters have stated, not everybody is ready for, nor wants a fully ITIL compliant package like 7.x just for sake of being ITIL compliant. Many customers have very solid business processes that their current 7.x application supports. Many of those same customers have realized the benefit of the awesome development package that ARS is and have built custom apps that they have integrated into the 7.x apps. They just need upgrades to the simpler (and customizable) applications they already have. Another reason to go back into that market is that not every company can afford the cost of a 7.x BMC application, but they have the need for something. One poster mentioned the old Rapid Results program. For $30k, the customer got 10 days of consulting services, a fully installed and configured Helpdesk product complete with Asset and Change Lite and a total of 8 fixed licenses. Once it was done, the company doesn't really need a developer on staff to do customizations, they just need an Application Administrator to manage the data. Quick, simple and affordable, both in initial startup costs and ongoing maintenance. And if they want to do some extra stuff, like build a custom HR app to integrate with it, they hire somebody (like the many find independent developers on this list) to help them do it and they're still ahead of the game. Those customers are still there, but Remedy is no longer servicing those needs. By focusing on ITIL and the 7.x ITSM Suite, BMC has excluded (intentionally?) smaller companies that can't afford it as well as those that don't actually need it and aren't going to change just for the sake of change. Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a Helpdesk Lite if you will, for the smaller and mature companies that just need a solid app that's fully customizable and affordable? M2CW, TP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bradford Bingel Sent: Thursday, February 07, 2008 1:56 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** Some additional points we may want to consider: 1. BMC Remedy appears to be tracking to ITIL standards rather closely. If ITIL is the objective, then the strategy should lean toward fully developed applications with little room for customization (thus ensuring ITIL compliance). If your organization is not moving towards ITIL, then BMC Remedy's product strategy may indeed appear to be out of synch with your operational requirements. 2. The long-term Remedy sales people (so few are left!) probably remember
Re: runmacro problem
Hi Niklas I have recently seen exactly this with 6.3 runmacro.exe (patch 17 I think) - we got around it by having the called perl script replace the '=' with the 'eq'. I tried escaping the '=' with '\=' and various other attempts but nothing seems to work. I'd be interested in seeing if there are other results from this question. Regards Dave Morgan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Niklas Asplund Sent: 14 February 2008 14:45 To: arslist@ARSLIST.ORG Subject: runmacro problem --=_Part_891_23742306.1203000320065 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hi all I have a problem with a runmacro command that we are issuing in order to transfer an entry from our server to a remote system. As soon as I include an equal sign ( = ) in on of the fields that I'm trying to transfer, the field on the remote system ends up blank. So if I try to transfer the description field from our server to another server via runmacro. And the description text includes an equal sign, the transfer fails. Anyone seen this before?? Any ideas how to get around the problem?? // Niklas Asplund Siemens IT Sweden Windows 2003 SQL Server 2000 ARS 7.0.1 Patch 1 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are --=_Part_891_23742306.1203000320065 Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Content-Disposition: inline ** divHi all/div divI have a problem with a runmacro command that we are issuing in order to transfer an entry from our server to anbsp;remote system./div divnbsp;/div divAs soon as I include an equal signnbsp;( = ) in on of the fields that I#39;m trying to transfer, the field on the remote system ends up blank./div divnbsp;/div divSo if I try to transfer the description field from our server to another server via runmacro./div divAnd the description text includes an equal sign, the transfer fails./div divnbsp;/div divAnyone seen this before??/div divAny ideas how to get around the problem??/div divnbsp;/div div// Niklas Asplund/div divSiemens IT Sweden/div divnbsp;/div divWindows 2003/div divSQL Server 2000/div divARS 7.0.1 Patch 1/div __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ --=_Part_891_23742306.1203000320065-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Identifying Unqualified Searches in Workflow
Has anyone been able to figure out a relatively quick way to identify Set Fields/ Push Fields qualifications in the database/workflow export that have No qualification? I'm not sure if there is a pattern in the internal qualifier that would indicate that there is or is not a qual. I'm also open to utilities that might be available that identify this - I just can't think of what they might be off hand. ARS7.x server Oracle DB. Thanks in advance for any suggestions, Janie ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
Wasn't Service Desk Express formerly know as [...] Magic? Yes. Because the Express line now includes other products beyond the original Magic offering,and to be more indicative of it's small-to-mid-market target, the name was changed. For example, the Configuration Discovery Express product is based on the Enterprise version of such (which itself used to be known as Marimba). Some products, like Configuration Discovery Express, do enable a customer to integrate with CMDB although it is not required. This can be used as a stepping stone in a migration to an Enterprise product, such as the AR System based ITSM suite. -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 arslist Sent: Wednesday, February 13, 2008 6:13 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** David, Wasn't Service Desk Express formerly know as that lesser product (not that you can call it that) known as Magic? I notice that the glossy for it has the famous spider diagram with CMDB in the middle, but since I am part of the Atrium/CMDB world, I am not familiar with what Magic uses at this point? Personally, I think the market would be better served with a Remedy based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic, but that is my personal opinion :-) ... Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: February 13, 2008 7:08 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Lite (was: Company Dropping Remedy) ** Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a Helpdesk Lite if you will, for the smaller and mature companies that just need a solid app that's fully customizable and affordable? FYI, this is what the ITSM Express (ITSMe) suite is intended to provide: http://www.bmc.com/products/documents/32/18/83218/83218.pdf BMC ITSM Express combines industry-leading products, designed to meet the needs of the midsized business, into a modular IT service management solution that provides: * Incident and problem management * Asset management and discovery * Change and configuration management * Performance and availability management * Web access and identity management -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 Timothy Powell Sent: Thursday, February 07, 2008 7:28 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** I wasn't necessarily stating that BMC/Remedy focus on small- and mid-sized customers to be its primary customer base. Rather, my point was, why turn your back on that market all together? A company shouldn't put all of its eggs in any basket, be it the small/mid or enterprise basket. And they shouldn't focus on a single solution for everybody's needs. One reason for BMC to continue supporting/developing smaller, more customizable apps than the current 7.x ITSM Suite? As many posters have stated, not everybody is ready for, nor wants a fully ITIL compliant package like 7.x just for sake of being ITIL compliant. Many customers have very solid business processes that their current 7.x application supports. Many of those same customers have realized the benefit of the awesome development package that ARS is and have built custom apps that they have integrated into the 7.x apps. They just need upgrades to the simpler (and customizable) applications they already have. Another reason to go back into that market is that not every company can afford the cost of a 7.x BMC application, but they have the need for something. One poster mentioned the old Rapid Results program. For $30k, the customer got 10 days of consulting services, a fully installed and configured Helpdesk product complete with Asset and Change Lite and a total of 8 fixed licenses. Once it was done, the company doesn't really need a
User Tool Error 1950 - Error Loading Menu
Dear list We have a strange problem with some of our User Tool users. We have a home built help desk application running ARS 7.0.1 patch 3. On the form we have a character field will a menu. On another character field, we have a search menu that uses the selection from the first menu to get entries for the second menu. The list that is returned in the second menu can be quite long. We are getting complaints from some user that when they select an item from the first field and then try to list the entries for the second field, they are getting the following: Error Loading Menu (ARERR 1950) * and the following error running a macro (a macro that has been running for years) against the same form: Not enough storage is available to do this operation. Close some open forms and try again. Clearning the user tool cache does not resolve it. The only way to get out of this situation is to close the user tool and reopen it. Has anyone else encountered problems similar to these? Is there a possible memory leak in the 7.0.1 p3 version of the user tool? The field expansions, although a bit slow, seem to work OK from the web. Thanks and regards Dan Dan Wangler, Team Lead, STARS Group Phone: 214-567-8304; email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Client/Server Services, IT Opeations Texas Instruments, Inc. 6500 Chase Oaks Blvd., MS 8401 Plano, Texas, 75023 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade from 6.3 to 7.1
Both Windows 2000 and SQL Server 2000 are supported in AR System 7.1.00 http://www.bmc.com/support/bmcremedycomp/AR_System_7_1_00_Compatibility_ Matrix_v1_0_3.pdf However, I would encourage anyone with the chance to move to a later version to do so as there is a reasonable probability that AR System 7.1.00 will be the last AR System release to support either of them. This is primarily due to the impending release of Windows Server 2008 and SQL Server 2008 which would be most likely picked up by AR System in its next version. The Microsoft SQL Server 2008 release has been delayed to the second half of 2008, so this may have an impact on such support, of course. http://databases.about.com/b/2008/01/27/microsoft-delays-sql-server-2008 -release-date.htm http://blogs.technet.com/dataplatforminsider/archive/2008/01/25/microsof t-sql-server-2008-roadmap-clarification.aspx -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 Joe D'Souza Sent: Wednesday, February 13, 2008 11:19 PM To: arslist@ARSLIST.ORG Subject: Re: Upgrade from 6.3 to 7.1 ** Mudit, I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade to MS-SQL 2005. Please check the compatibility matrix before you take my word for it.. Also I am not sure if Windows 2000 is supported. You may need Windows 2003 SP 2. If you have to upgrade to MS-SQL 2005, make sure you have nothing in your application that uses the SQL DTS services.. DTS has been dropped in MS-SQL 2005. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mudit Chaudhry Sent: Thursday, February 14, 2008 1:57 AM To: arslist@ARSLIST.ORG Subject: Upgrade from 6.3 to 7.1 ** Folks, We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an opinion of people who have done this. Any issues that we should watch out for? Our environment is Windows 2000 OS and MS SQL 2000 database. Thanks Mudit __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7, Mid-tier vs Remedy User, Differences?
There is this general AR System white paper: 25-Oct-2007 (White Paper) BMC Remedy Action Request System 7.0: Behavioral differences Between BMC Remedy User and Web Clients PDF http://www.bmc.com/supportu/documents/59/05/85905/85905.pdf http://www.bmc.com/supportu/documents/59/05/85905/85905.pdf Crystal Reports can be run using the web client through the use of a Crystal/BO Enterprise server. -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 Julie L Kanakanui JLKANAKA Sent: Thursday, February 14, 2008 6:47 AM To: arslist@ARSLIST.ORG Subject: ITSM 7, Mid-tier vs Remedy User, Differences? ** Hello, Is there a doc that highlights differences in how ITSM 7 functions for the end-user via mid-tier versus Remedy User tool? Or, if anyone knows of any main differences and could share that info, it would be appreciated. I am particularly wondering about the viewing of Crystal Reports from within Remedy I know in 6.x we were unable to use the Reports function to run Crystal Reports using mid-tier; had to use Remedy User to run these. Thanks, Julie Kanakanui Remedy Administrator/Developer Information Technology Services University of North Carolina at Greensboro [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8 or 9 custom applications currently co-residing with the Help Desk app on the same AR server? I agree with Daniel - we want and need a Remedy based trimmed down version of Help Desk. Call it lite or low-caloric...I don't care. I just know some of us need it badly. Help!! Please - and thanks for listening. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of arslist Sent: Wednesday, February 13, 2008 6:13 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** David, Wasn't Service Desk Express formerly know as that lesser product (not that you can call it that) known as Magic? I notice that the glossy for it has the famous spider diagram with CMDB in the middle, but since I am part of the Atrium/CMDB world, I am not familiar with what Magic uses at this point? Personally, I think the market would be better served with a Remedy based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic, but that is my personal opinion :-) ... Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: February 13, 2008 7:08 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Lite (was: Company Dropping Remedy) ** Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a Helpdesk Lite if you will, for the smaller and mature companies that just need a solid app that's fully customizable and affordable? FYI, this is what the ITSM Express (ITSMe) suite is intended to provide: http://www.bmc.com/products/documents/32/18/83218/83218.pdf BMC ITSM Express combines industry-leading products, designed to meet the needs of the midsized business, into a modular IT service management solution that provides: * Incident and problem management * Asset management and discovery * Change and configuration management * Performance and availability management * Web access and identity management -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 Timothy Powell Sent: Thursday, February 07, 2008 7:28 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** I wasn't necessarily stating that BMC/Remedy focus on small- and mid-sized customers to be its primary customer base. Rather, my point was, why turn your back on that market all together? A company shouldn't put all of its eggs in any basket, be it the small/mid or enterprise basket. And they shouldn't focus on a single solution for everybody's needs. One reason for BMC to continue supporting/developing smaller, more customizable apps than the current 7.x ITSM Suite? As many posters have stated, not everybody is ready for, nor wants a fully ITIL compliant package like 7.x just for sake of being ITIL compliant. Many customers have very solid business processes that their current 7.x application supports. Many of those same customers have realized the benefit of the awesome development package that ARS is and have built custom apps that they have integrated into the 7.x apps. They just need upgrades to the simpler (and customizable) applications they already have. Another reason to go back into that market is that not every company can afford the cost of a 7.x BMC application, but they have the need for something. One poster mentioned the old Rapid Results program. For $30k, the customer got 10 days of consulting services, a fully installed and configured Helpdesk product complete with Asset and Change Lite and a total of 8 fixed licenses. Once it was done, the company doesn't really need a developer on staff to do customizations, they just need an Application Administrator to manage the data. Quick, simple and affordable, both in initial startup
Re: ITSM 7, Mid-tier vs Remedy User, Differences?
Thank you... Julie Kanakanui Remedy Administrator/Developer Information Technology Services University of North Carolina at Greensboro [EMAIL PROTECTED] Easter, David [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 10:42 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ITSM 7, Mid-tier vs Remedy User, Differences? ** There is this general AR System white paper: 25-Oct-2007 (White Paper) BMC Remedy Action Request System 7.0: Behavioral differences Between BMC Remedy User and Web Clients PDF http://www.bmc.com/supportu/documents/59/05/85905/85905.pdf Crystal Reports can be run using the web client through the use of a Crystal/BO Enterprise server. -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 Julie L Kanakanui JLKANAKA Sent: Thursday, February 14, 2008 6:47 AM To: arslist@ARSLIST.ORG Subject: ITSM 7, Mid-tier vs Remedy User, Differences? ** Hello, Is there a doc that highlights differences in how ITSM 7 functions for the end-user via mid-tier versus Remedy User tool? Or, if anyone knows of any main differences and could share that info, it would be appreciated. I am particularly wondering about the viewing of Crystal Reports from within Remedy I know in 6.x we were unable to use the Reports function to run Crystal Reports using mid-tier; had to use Remedy User to run these. Thanks, Julie Kanakanui Remedy Administrator/Developer Information Technology Services University of North Carolina at Greensboro [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Max Returned entries
Yes. Force the use of User Preferences and then set the value there. Since they are stored in a Remedy form, you can enforce permissions on the field and/or workflow to change its value based on any criteria you wish. Keep in mind that the maximum value you can allow is still controlled by the setting at the server level, so using the UP is a way to set varying maximums below that level. Rick On Thu, Feb 14, 2008 at 12:28 AM, Fritz Cornelissen [EMAIL PROTECTED] wrote: ** Hi All, Need some advice please? Is it possible to force the number of max entries returned by getlist for specific users without setting the max returned entries in the User or Admin Tool? Kind regards, Fritz __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arserver.exe Memory Usage 7.0.01
About the memory again. We also notice that even after a restart when the memory is at about 650,000 - 700,000 K, if you save something using the admin tool the memory footprint spikes up to about 1,200,000 K. It usually gives it back. Does that sound right? Mike From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Wednesday, February 13, 2008 8:50 AM To: arslist@ARSLIST.ORG Subject: arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be
OT - HelpDesk Lite (was Company Dropping Remedy)
Some of you know this and most don't... At one point in my life I was extremely work obsessed. I named my dog Remey'd - He is a registered pharaoh hound, so that is what is on his papers. A few years later, I got him a little sister... in keeping with the naming convention... I named and registered her as Marimba I am not renaming my dogs Can you see me at the dog park calling... Here Configuration Discovery Express From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** Wasn't Service Desk Express formerly know as [...] Magic? Yes. Because the Express line now includes other products beyond the original Magic offering,and to be more indicative of it's small-to-mid-market target, the name was changed. For example, the Configuration Discovery Express product is based on the Enterprise version of such (which itself used to be known as Marimba). Some products, like Configuration Discovery Express, do enable a customer to integrate with CMDB although it is not required. This can be used as a stepping stone in a migration to an Enterprise product, such as the AR System based ITSM suite. -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 arslist Sent: Wednesday, February 13, 2008 6:13 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** David, Wasn't Service Desk Express formerly know as that lesser product (not that you can call it that) known as Magic? I notice that the glossy for it has the famous spider diagram with CMDB in the middle, but since I am part of the Atrium/CMDB world, I am not familiar with what Magic uses at this point? Personally, I think the market would be better served with a Remedy based ITSM light, perhaps based on ITSM 4,5,6 rather than the Magic, but that is my personal opinion :-) ... Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: February 13, 2008 7:08 PM To: arslist@ARSLIST.ORG Subject: HelpDesk Lite (was: Company Dropping Remedy) ** Why not develop and support two application lines? ITSM 7.x for the deep pocket companies that might really need it and can afford it and a Helpdesk Lite if you will, for the smaller and mature companies that just need a solid app that's fully customizable and affordable? FYI, this is what the ITSM Express (ITSMe) suite is intended to provide: http://www.bmc.com/products/documents/32/18/83218/83218.pdf BMC ITSM Express combines industry-leading products, designed to meet the needs of the midsized business, into a modular IT service management solution that provides: * Incident and problem management * Asset management and discovery * Change and configuration management * Performance and availability management * Web access and identity management -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 Timothy Powell Sent: Thursday, February 07, 2008 7:28 AM To: arslist@ARSLIST.ORG Subject: Re: Company Dropping Remedy ** I wasn't necessarily stating that BMC/Remedy focus on small- and mid-sized customers to be its primary customer base. Rather, my point was, why turn your back on that market all together? A company shouldn't put all of its eggs in any basket, be it the small/mid or enterprise basket. And they shouldn't focus on a single solution for everybody's needs. One reason for BMC to continue supporting/developing smaller, more customizable apps than the current 7.x ITSM Suite? As many posters have stated, not everybody is ready for, nor wants a fully ITIL compliant package like 7.x just for sake of being ITIL compliant. Many customers have very solid business processes that their current 7.x application supports.
Re: Dynamic Group Access
Thanks Matt, That explanation was very clear and the conclusion I came to also so it's good to know my thinking is correct. Now I just need to find the best/easiest way to add the group to thousands of fields. Thanks, Susan On Thu, Feb 14, 2008 at 8:40 AM, Carey Matthew Black [EMAIL PROTECTED] wrote: Susan, Permissions in ARS are in layers... Additive layers. A) First a user must have access to the Form. B) Next the user needs to have access to Field 1. C) Next the user needs to have access to any of the other fields on the form. The key here is that the user does not have to gain access to all levels via the same Access Control group. So... A) Lets say you have a form that is Public (Hidden). So all users can use the form, but not see it in there Object lists. B) The permissions on Field 1 have these three groups: Helpdesk, (some groupID) AllCustomers, (some groupID) Dynamic60001 (groupID=60001) So any user that is in Helpdesk, or AllCustomers would have access to all records (field 1 values) in the form. However the third group is a reference to data in each record. So to know who fits in that group the Application server has to look at the record in question and check the data in $USER $'s 'Group List' against the data in the field $60001$ for that record. (Any match grants access to the record.) C) Then the server will check the permissions on each field and see if the $USER $ has access to the field. Again... dynamic groups, or static groups can be used on any field and not just field 1. Also... the dynamic groups are a list of: Static Groups, User Names, or Roles (for Deployable applications only). To keep things a bit simpler... think of Roles as Static groups. The thing about dynamic groups is that they are defined on a record by record basis. So if one record has a value of : 'bob';Helpdesk then for that record all members of the group Helpdesk and also the user 'bob' would be a member of that dynamic group for that record. So let's say we have two other fields to talk about. 'Status' Permissions: Public (View), HelpDesk(Change) 'Short Description' Permissions: HelpDesk(Change), Dynamic60001(Change) If the $USER $'s group list is blank then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. If the $USER $'s group list contains HelpDesk then they will be able to see both fields. If the $USER $'s group list is not blank, and does not contain HelpDesk then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. So... the question becomes What are the permissions on the fields, and what fields should these users (the ones that you put into the 'Dynamic61' field) be able to access? That may not have been the best example... but I hope it helps. -- 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer [EMAIL PROTECTED] wrote: ** Hi everyone, For the most part our system deals with external customer companies. Until now we all access pretty well everything with no problems. Now we want to give access to a distributor we use and allow them to access particular customers they work with on our behalf. In actuality only about 3-5% of our customer records. So I thought this would be a good opportunity to try dynamic group access (first time user). First I thought I could just create the group 60001, a few regular groups to distinguish between US, UK, CHINA, and the character field with ID 60001 on a particular form. I did that and in the character field 60001 on several records I put the different values of US, UK, CHINA. Then I logged in as various users that are in those particular groups thinking I'd only see those records. Well it didn't work that way I could see all the records. I re-read all the documentation I could find etc etc etc, drove myself a little crazy because this shouldn't be that hard, seemed like a slam dunk in class a year ago . lol So back to basics, created a test form with the 60001 field. I also had a problem since I thought instructions said to put users in the 60001 group but on my new form I was getting errors which I didn't get before. So I removed them and left them in their US, UK, CHINA groups respectively (among others). Created records and made a few of each type of 60001 group choice. Did a query as one of the test users and got all the records but no data. So I added 60001 permission to Request ID field. That limited my query return but didn't show any data.
More than one instance of User Tool on same PC
Hi everyone, I strongly believe in following license agreements and believe we have. I knew that when we upgraded to v7.x you could no longer go from PC to PC and log in without receiving the message and releasing the other PC. I just assumed I guess that meant you couldn't log in twice at one PC. Yes, I knew I could do it but then again I am all powerful admin. It was brought to my attention today that a solution they used for one of our customers is to give her two monitors and she can log into to user tools and use one on each monitor. No, she doesn't work that fast but she'll run reports on one and do work on the other. Is that feature acceptable in the licensing scheme of things? Thanks, Susan Susan Palmer ShopperTrak ARS v 7.0.1P3, server, user, admin Oracle 10g Windows 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
{\rtf1\ansi\ansicpg1252\deff0\deftab360{\fonttbl{\f0\froman\fprq2\fcharset0 Times New Roman;}{\f1\fswiss\fcharset0 Arial;}}
\viewkind4\uc1\pard\lang1033\f0\fs20 I'm assuming you checked both the Application as well as System logs in the Windows Event viewer\par
\par
What about the arerror log file at the time the system went down?\par
\par
Joe\par
\par
-Original Message-\par
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]
Sent: Thursday, February 14, 2008 10:03 AM\par
To: [EMAIL PROTECTED]
Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par
\par
\par
Our support team has found that the 2 error logs we sent showed that both times the ar server crapped out at a filter/filter guide. SRM:AOI:Process_IN_PushAppRequestInfo_05_EventParam_TableLoop (165)\par
\par
I wonder if the other 2 people experiencing issue might be able to check their filter logs to see if it happens at that filter also.\par
\par
\par
\par
On Feb 14, 9:01 am, [EMAIL PROTECTED] wrote:\par
Nothing unusual in the event log of either ars server or ars db\par
server.\par
\par
On Feb 14, 1:20 am, Joe D'Souza [EMAIL PROTECTED] wrote:\par
\par
\par
\par
\par
\par
Also take a look at your Windows Events log and check the errors that get\par
written in chronological order.. This will probably give you an insight as\par
to why the AR Server service restarted as there might be related errors\par
written to the event long prior to the AR Server restart that may have\par
caused it to restart..\par
\par
Cheers\par
\par
Joe\par
\par
-Original Message-\par
From: Action Request System discussion list(ARSList)\par
\par
[mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]
Sent: Wednesday, February 13, 2008 5:10 PM\par
To: [EMAIL PROTECTED]
Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par
\par
Thanks for the tips.\par
\par
We are running Windows 2003\par
Remedy 7.0.1 patch 4\par
ITSM 7.0.3 patch 6\par
SRM 2.1\par
SLM 7.0.3 patch 4\par
\par
Database is on a remote server with windows 2003 and sql 2000.\par
\par
I will check out the email part and hopefully see something that can\par
be fixed.\par
\par
Harry\par
\par
On Feb 13, 4:51 pm, john rosquist [EMAIL PROTECTED] wrote:\par
Consider disabling escalations for a bit.Also, consider and evaluate\par
the email engine. Are the emails in the queues very large. Are there LOTS of\par
them?\par
\par
Unix or windows?\par
\par
Penetration testing will cause a remedy server to crash, but just once per\par
scan event.\par
\par
John\par
\par
- Original Message \par
From: [EMAIL PROTECTED] [EMAIL PROTECTED]\par
To: [EMAIL PROTECTED]
Sent: Wednesday, February 13, 2008 4:14:34 PM\par
Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par
\par
Did that.. and they are looking into it...\par
\par
Why would the remedy service suddenly restart?\par
I can see it happen.I've seen it 3 times when people message me that\par
it is down.\par
I check the server and the remedy service restarts (not the sever but\par
just the service)\par
\par
arerror.log doesn't seem to indicate anything other than the actual\par
error users get.\par
DB log file shows no errors.\par
\par
On Feb 13, 3:20 pm, john rosquist [EMAIL PROTECTED] wrote:\par
TLI error is a networking error.Given that the ARS server happens to\par
be down at the time, it means that the client/midtier cannot connect to it.\par
\par
Turn SQL and API logging on. Look in the arerror.log in the db\par
directory. Look at your db too.\par
\par
Call home to support to have them start working the issue too.\par
\par
John Rosquist\par
Windward\par
\par
- Original Message \par
From: [EMAIL PROTECTED] [EMAIL PROTECTED]\par
To: [EMAIL PROTECTED]
Sent: Wednesday, February 13, 2008 2:38:26 PM\par
Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?\par
\par
Hi,\par
\par
We are getting the same issues.\par
When looking at the event logs and witnessing it happen, it looks like\par
something is causing the Remedy service to restart by itself on our\par
system.\par
This causes a 2-4 minutes outage as the remedy service restarts\par
itself.\par
We are in the midst of troubleshooting.\par
\par
Anyone else with any ideas on how approach troubleshooting this?\par
It really has us stumped here.\par
\par
Thanks\par
\par
On Feb 13, 11:41 am, Peter [EMAIL PROTECTED] wrote:\par
We (2 admins) just experienced this exact error yesterday.I was\par
just\par
Emailing my network security folks to see if there are any security\par
port scans that might be occuring.We're
Re: More than one instance of User Tool on same PC
Difficult one to answer when you start thinking about it. Is she doing anything different than opening multiple windows in one user tool, perhaps not. If she has a fixed license then I suppose it does not matter although I'm not an expert on the license agreement wording. If she has a floating license that might be subtly different if the system interpreted that only one was in use when it should be using more than one, however the IP address check does just that checks the IP address, so I suppose you could infer that any amount of client tools could be opened from one IP address. Interesting question. - Original Message From: Susan Palmer [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, 14 February, 2008 4:39:51 PM Subject: More than one instance of User Tool on same PC ** Hi everyone, I strongly believe in following license agreements and believe we have. I knew that when we upgraded to v7.x you could no longer go from PC to PC and log in without receiving the message and releasing the other PC. I just assumed I guess that meant you couldn't log in twice at one PC. Yes, I knew I could do it but then again I am all powerful admin. It was brought to my attention today that a solution they used for one of our customers is to give her two monitors and she can log into to user tools and use one on each monitor. No, she doesn't work that fast but she'll run reports on one and do work on the other. Is that feature acceptable in the licensing scheme of things? Thanks, Susan Susan Palmer ShopperTrak ARS v 7.0.1P3, server, user, admin Oracle 10g Windows 2003 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: More than one instance of User Tool on same PC
I'm not speaking for BMC here, but since the relationship of one user/one license is still being adhered to, I wouldn't think that would be a problem, especially when they're also emanating from the same IP address/client. In fact, I often have multiple User tools open to different applications when troubleshooting and the like. Sometimes it's easier than having lots of windows open from within the same one. Rick On Thu, Feb 14, 2008 at 8:39 AM, Susan Palmer [EMAIL PROTECTED] wrote: ** Hi everyone, I strongly believe in following license agreements and believe we have. I knew that when we upgraded to v7.x you could no longer go from PC to PC and log in without receiving the message and releasing the other PC. I just assumed I guess that meant you couldn't log in twice at one PC. Yes, I knew I could do it but then again I am all powerful admin. It was brought to my attention today that a solution they used for one of our customers is to give her two monitors and she can log into to user tools and use one on each monitor. No, she doesn't work that fast but she'll run reports on one and do work on the other. Is that feature acceptable in the licensing scheme of things? Thanks, Susan Susan Palmer ShopperTrak ARS v 7.0.1P3, server, user, admin Oracle 10g Windows 2003 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
HD 6.0 - Task Items Not Moving to CHG Work Log
Does anyone have any idea why some times when a Task ticket is updated, the entry is copied to the CHG ticket's Work Log and other times it is NOT copied to the CHG Work Log. It doesn't happen often and there is no pattern that I can see. I have been unable to duplicate it. ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- 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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M [EMAIL PROTECTED] wrote: ** And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8 or 9 custom applications currently co-residing with the Help Desk app on the same AR server? I agree with Daniel - we want and need a Remedy based trimmed down version of Help Desk. Call it lite or low-caloric...I don't care. I just know some of us need it badly. Help!! Please - and thanks for listening. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business – global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Dynamic Group Access
Susan, Admin tool ... Groups object... Fields tab... And pick the right fields. There are also other third party tools that attack setting field permissions in mass too. -- 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 Thu, Feb 14, 2008 at 11:31 AM, Susan Palmer [EMAIL PROTECTED] wrote: ** Thanks Matt, That explanation was very clear and the conclusion I came to also so it's good to know my thinking is correct. Now I just need to find the best/easiest way to add the group to thousands of fields. Thanks, Susan On Thu, Feb 14, 2008 at 8:40 AM, Carey Matthew Black [EMAIL PROTECTED] wrote: Susan, Permissions in ARS are in layers... Additive layers. A) First a user must have access to the Form. B) Next the user needs to have access to Field 1. C) Next the user needs to have access to any of the other fields on the form. The key here is that the user does not have to gain access to all levels via the same Access Control group. So... A) Lets say you have a form that is Public (Hidden). So all users can use the form, but not see it in there Object lists. B) The permissions on Field 1 have these three groups: Helpdesk, (some groupID) AllCustomers, (some groupID) Dynamic60001 (groupID=60001) So any user that is in Helpdesk, or AllCustomers would have access to all records (field 1 values) in the form. However the third group is a reference to data in each record. So to know who fits in that group the Application server has to look at the record in question and check the data in $USER $'s 'Group List' against the data in the field $60001$ for that record. (Any match grants access to the record.) C) Then the server will check the permissions on each field and see if the $USER $ has access to the field. Again... dynamic groups, or static groups can be used on any field and not just field 1. Also... the dynamic groups are a list of: Static Groups, User Names, or Roles (for Deployable applications only). To keep things a bit simpler... think of Roles as Static groups. The thing about dynamic groups is that they are defined on a record by record basis. So if one record has a value of : 'bob';Helpdesk then for that record all members of the group Helpdesk and also the user 'bob' would be a member of that dynamic group for that record. So let's say we have two other fields to talk about. 'Status' Permissions: Public (View), HelpDesk(Change) 'Short Description' Permissions: HelpDesk(Change), Dynamic60001(Change) If the $USER $'s group list is blank then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. If the $USER $'s group list contains HelpDesk then they will be able to see both fields. If the $USER $'s group list is not blank, and does not contain HelpDesk then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. So... the question becomes What are the permissions on the fields, and what fields should these users (the ones that you put into the 'Dynamic61' field) be able to access? That may not have been the best example... but I hope it helps. -- 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer [EMAIL PROTECTED] wrote: ** Hi everyone, For the most part our system deals with external customer companies. Until now we all access pretty well everything with no problems. Now we want to give access to a distributor we use and allow them to access particular customers they work with on our behalf. In actuality only about 3-5% of our customer records. So I thought this would be a good opportunity to try dynamic group access (first time user). First I thought I could just create the group 60001, a few regular groups to distinguish between US, UK, CHINA, and the character field with ID 60001 on a particular form. I did that and in the character field 60001 on several records I put the different values of US, UK, CHINA. Then I logged in as various users that are in those particular groups thinking I'd only see those records. Well it didn't work that way I could see all the records. I re-read all the documentation I could find etc etc etc, drove myself a little crazy because this shouldn't be that hard, seemed like a slam dunk in class a year ago . lol So back to basics,
Re: arserver.exe Memory Usage 7.0.01
Jarl, Axton, That's exactly what we see during our startup. We were also told to start the AR Server by Remedy Support using the -t -s parameters and got exactly the same results you guys are talking about - only our field count was in the region of about 140K. Jarl, how did you go about finding out what forms are redundant? Did Remedy Support provide you with a list? Thank you for all your responses.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Wednesday, February 13, 2008 8:50 AM To: arslist@ARSLIST.ORG Subject: arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be consuming on the server after it has been running for a few days without restarting? I am running ARS 7.0.01 Patch 005 with the full ITSM 7.02 Suite, SLM 7.03, and CMDB
Re: HelpDesk Lite (was: Company Dropping Remedy)
Carey, I think that ideally, smaller businesses that want to use ARS (which BMC doesn't market aggressively enough) should pursue other options. There are vendors, some that post on here, that provide other ITSM suites that are cheaper, simpler, and are probably just as good if not better than the BMC applications. What you will probably see in the future is that Microsoft will eat BMC's lunch on small to mid-sized businesses within the next five years. We have people in my company that want to get rid of Remedy and go to an all-Microsoft solution (fortunately, those people don't have that much sway.) In the end though, you'll see ARS functionality replaced by Infopath and .NET for more complex development. You'll see their service management application tied in as part of Sharepoint but already integrated with MOM as the discovery suite for the CMDB and the alert system for changes and incidents. Microsoft is pursuing the market from the opposite side of what BMC is doing, but they'll eventually get the business you're talking about. If BMC started pushing ARS as one of their primary products, I think they would find a lot more clients. I can build something in ARS in one hour that would take at least a week for a .NET developer. BMC needs to advertise the fact that they have a development tool to build web enabled database-backed applications that can be cranked out much faster than .NET or Java. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- 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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M [EMAIL PROTECTED] wrote: ** And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8 or 9 custom applications currently co-residing with the Help Desk app on the same AR server? I agree with Daniel - we want and need a Remedy based trimmed down version of Help Desk. Call it lite or low-caloric...I don't care. I just know some of us need it badly. Help!! Please - and thanks for listening. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated ___
Re: Sync UI problem in CMDB
This generally means that there is some error to be had in building the form. There should be a message icon on the form that will display the build results for you. This will then lead you to the issue. Sorry I cannot be more specific, my dev box is down. John Rosquist Windward - Original Message From: Jomonm [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 3:59:07 AM Subject: Sync UI problem in CMDB I am synchronizing the class definition to AST forms. But the entry appear in Pending form and AST form is not creating. The entry remains pending for long time In AERRROR.log file I have the following entries. Can anybody help me? CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Wed Feb 13 00:13:41 200811 Wed Feb 13 00:13:41 2008 CMDB Dispatcher : AR System Application server restarting (ARAPPERR 4503) Wed Feb 13 00:13:42 2008 CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Regards Jomon Mathew -- View this message in context: http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15455616.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS6.03 on Linux +VM
Anoop, Remedy will work on a VM (VMware). I have 2 win32 VM's going -- One with SQL Server 2005 and one with Oracle 11g. Please note that Remedy is a 32 bit app so there is little point in running it a 64 bit os. Further, it is my experience that the 64 bit os's cause more grief than they are worth. You will need to use the 32bit drivers, so you kill any gains there. I have run it in a Win64 environment, and will strongly recommend against it in the future. All that said, 64bit DB's rock! John Rosquist Windward - Original Message From: Anoop Sasidharan [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, February 13, 2008 6:54:40 PM Subject: ARS6.03 on Linux +VM ** Dear Lister, We are planning to install remedy ars 6.03 on Linux64 Virtual Machine's. BMC says that they dont support ARS6.03 on VM. Has anyone tried this before and what are your observation? Thanks Anoop Fly HYD-BLR for Rs.499 Log on to MakeMyTrip! Check it out! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- 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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M [EMAIL PROTECTED] wrote: ** And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8 or 9 custom applications currently co-residing with the Help Desk app on the same AR server? I agree with Daniel - we want and need a Remedy based trimmed down version of Help Desk. Call it lite or low-caloric...I don't care. I just know some of us need it badly. Help!! Please - and thanks for listening. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated
Re: arserver.exe Memory Usage 7.0.01
Maybe a start? Shows the biggest sets: selectcount(a.rowid) ,a.SCHEMAID ,b.name fromfield_dispprop a ,arschema b wherea.schemaid = b.schemaid group by a.SCHEMAID ,b.name having count(a.rowid) 100 order by COUNT(a.ROWID) desc / Axton Grams On Thu, Feb 14, 2008 at 11:47 AM, Joe D'Souza [EMAIL PROTECTED] wrote: ** Jarl, Axton, That's exactly what we see during our startup. We were also told to start the AR Server by Remedy Support using the -t -s parameters and got exactly the same results you guys are talking about - only our field count was in the region of about 140K. Jarl, how did you go about finding out what forms are redundant? Did Remedy Support provide you with a list? Thank you for all your responses.. Cheers Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of *Axton *Sent:* Thursday, February 14, 2008 10:01 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza *Sent:* Thursday, February 14, 2008 2:37 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] Behalf Of *strauss *Sent:* Wednesday, February 13, 2008 10:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Bardsley, Michael *Sent:* Wednesday, February 13, 2008 8:50 AM *To:* arslist@ARSLIST.ORG *Subject:* arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on
Re: arserver.exe Memory Usage 7.0.01
The spike from the admin tool must be oracle-specific, just like the very long startup times. I do not see a large memory spike - maybe only 2,000 K - even when adding an index to a form and saving it, or importing new filters over old. With active links you can get closer to a 10,000 K delta because the admin tool has known problems with refreshing its details list, as noted by Axton in a recent post. The 7.1.00.001 server I am looking at shows Mem Usage for arserver.exe at 638,192 K and Peak Mem Usage 690,400 K, and I have been pounding the tar out of this thing with the admin tool and import tool, bringing in forms, indexing them, importing or creating ALs and filters, importing 100,000 records, etc., for several days since the last restart. This is with SQL Server 2005 x64 on the back end, on a separate server. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Thursday, February 14, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** About the memory again. We also notice that even after a restart when the memory is at about 650,000 - 700,000 K, if you save something using the admin tool the memory footprint spikes up to about 1,200,000 K. It usually gives it back. Does that sound right? Mike _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System
Re: HelpDesk Lite (was: Company Dropping Remedy)
I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- 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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M [EMAIL PROTECTED] wrote: ** And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8 or 9 custom applications currently co-residing
Re: HelpDesk Lite (was: Company Dropping Remedy)
I understand that you aren't supported for the app if you don't upgrade it. I just wasn't sure if there was something keeping Candace from moving their existing HPD solution onto the ARS 7.x platform besides app support. I didn't know if there was a core change in the ARS system that wouldn't allow the older ITSM to work on the ARS 7.x platform. - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some
Re: arserver.exe Memory Usage 7.0.01
Removing unused forms and application is a manual job, and you nned to know your installation. -- Jarl On Thu, Feb 14, 2008 at 5:47 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** Jarl, Axton, That's exactly what we see during our startup. We were also told to start the AR Server by Remedy Support using the -t -s parameters and got exactly the same results you guys are talking about - only our field count was in the region of about 140K. Jarl, how did you go about finding out what forms are redundant? Did Remedy Support provide you with a list? Thank you for all your responses.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bardsley, Michael Sent: Wednesday, February 13, 2008 8:50 AM To: arslist@ARSLIST.ORG Subject: arserver.exe Memory Usage 7.0.01 ** Not sure if anyone will be able to provide me a direct answer on this but would anyone be able to tell me about how much memory arserver.exe should be consuming on the server after it has been running for a few days without restarting? I am running ARS 7.0.01 Patch 005
Atrium Integration Engine: AIE 7.1 Patch 001
Hi Folks... We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 Patch 001. MSSQL Server 2005 is the database that is being used. We have no problems connecting to MSSQL database instances throughout our network, but we seem to be unable to connect to Oracle databases. We are able to connect from the same machine using the Oracle Client, as well as mapping the network drive to the location of the Oracle Database installation. Has anyone been successful in creating connections to Oracle Databases. Any ideas??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
7.1 Patch 001 upgrade issue
Hello list, I attempted to upgrade my server version 7.1.00 Build 001RTDB280865278520200710272157 to 7.1.00 Patch 001 200711161033. Everything looked great - no issues during install. But much to my surprise I now have no user or group form. The install did not error. If I try to import either form from a back up I get a unique index. A look at the DB shows that the tables still exist and have the expected data in them. I would really like to avoid rebuilding this server from scratch again. Any suggestions? Has anyone else run into any issue with this upgrade? I have opened a case with BMC but fear they will just recommend that I rebuild since this same thing happened between my 7.1 to Server Version 7.1.00 Build 001 RTDB280865278520200710272157 upgrade and in the end we started over. Server Details: Server Version: 7.1.00 Patch 001 200711161033 Hardware: i686 OS: Linux 2.6.9-55.ELsmp Database: Oracle - installed on a remote server DB Version: 10.2.0.2.0 - 64bi TIA, Starr Perkins VeriSign, Inc. [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM 7.0.xx Patch 007
Anyone else notice that it looks like the release of Patch 007 for Change, Incident, and Problem is imminent? They have added it to the patch download web, but the ftp directory is not active yet. It figures - I just locked my OOTB code on the pre-production server to include patch 9002 (the red-headed step-child of ITSM 7 patches), and started migrating customizations and fixes this week. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- 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 Thu, Feb 14, 2008 at 10:41 AM,
Re: HelpDesk Lite (was: Company Dropping Remedy)
I believe that 5.6 runs on 7.x but I know that 5.5 has issues with 7.x. Darrel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I understand that you aren't supported for the app if you don't upgrade it. I just wasn't sure if there was something keeping Candace from moving their existing HPD solution onto the ARS 7.x platform besides app support. I didn't know if there was a core change in the ARS system that wouldn't allow the older ITSM to work on the ARS 7.x platform. - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for
Re: arserver.exe Memory Usage 7.0.01
If you also add the VUI table you can find forms with a large number of views that may can be deleted. -- Jarl On Thu, Feb 14, 2008 at 6:37 PM, Axton [EMAIL PROTECTED] wrote: ** Maybe a start? Shows the biggest sets: selectcount(a.rowid) ,a.SCHEMAID ,b.name fromfield_dispprop a ,arschema b wherea.schemaid = b.schemaid group by a.SCHEMAID ,b.name having count(a.rowid) 100 order by COUNT(a.ROWID) desc / Axton Grams On Thu, Feb 14, 2008 at 11:47 AM, Joe D'Souza [EMAIL PROTECTED] wrote: ** Jarl, Axton, That's exactly what we see during our startup. We were also told to start the AR Server by Remedy Support using the -t -s parameters and got exactly the same results you guys are talking about - only our field count was in the region of about 140K. Jarl, how did you go about finding out what forms are redundant? Did Remedy Support provide you with a list? Thank you for all your responses.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList)
Re: arserver.exe Memory Usage 7.0.01
And not an option if all you have on the server is ITSM7. :-) We even run with the display property caching set to its lowest level (Cache-Display-Properties: 0) We haven't raised it due to concerns about further slowing startup time. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Jarl Grøneng [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 11:52 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: arserver.exe Memory Usage 7.0.01 Removing unused forms and application is a manual job, and you nned to know your installation. -- Jarl On Thu, Feb 14, 2008 at 5:47 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** Jarl, Axton, That's exactly what we see during our startup. We were also told to start the AR Server by Remedy Support using the -t -s parameters and got exactly the same results you guys are talking about - only our field count was in the region of about 140K. Jarl, how did you go about finding out what forms are redundant? Did Remedy Support provide you with a list? Thank you for all your responses.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, February 13, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Typically ARS 7.1.00.001 runs at about 650,000 K on my Win2K3 x64 servers. The one I have up that has relatively steady development in Kinetic Request going on, plus daily testing of notifications and paging, shows a peak at 825,000 K - and it has been running without a restart since 16 January. The back end is SQL Server 2005 x64 on separate servers. It has been a while since I ran any 7.0.01 servers (patch 003, middle of last year), but I believe that 7.1 has a smaller memory footprint. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of
Re: HelpDesk Lite (was: Company Dropping Remedy)
I'm not sure that's true... We upgraded to ARS v7.0.1 P5 but are still running CSS 5.0.1 due to heavy customization. Although the support matrix did not list CSS 5.0.1 as compatible with v7, it runs fine and required no changes. There has only been one additional release of CSS so when I inquired, I was told the app was still supported because they support the past two versions--the compatibility matrix didn't list it only because it had not been tested with v7. There was no known reason why it wouldn't work. I believe the apps are independent of the server version and two versions should be supported regardless of the combination. We also have Help Desk v5.6 installed and have no reason to move to ITSM since our only need is for internal support of about 400 people. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them.
Re: HelpDesk Lite (was: Company Dropping Remedy)
But it's nothing to sweat. What kind of support did anyone ever received for the 5.x apps anyway? With the 5.x apps, most everything is workflow, so support is really only required when there is a defect in the binary parts of the product. Axton Grams On Thu, Feb 14, 2008 at 12:56 PM, Timothy Powell [EMAIL PROTECTED] wrote: Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good
Friday Humor: Google and Chuck Norris.. (Corrected)
Type Find Chuck Norris in the Search bar and then press 'I'm Feeling Lucky' Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: More than one instance of User Tool on same PC
I would even tack on this thought... If one of those sessions are read only (You said Reporting, I say read only) then the user could be issued a free (and IP independent) second account with a Read-restricted license too. That should be totally acceptable to the license agreement and maybe even preferable for the user. (Depending on the user. :) ) However, there is also a setting in the User tool to allow the user to do reporting from an alternate ARS server too. Maybe the user is working to hard by not using that setting? ( Or is the user doing reporting from both servers? If so then ignore that thought. :) ) -- 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 Thu, Feb 14, 2008 at 12:22 PM, Papolu, Appajee [EMAIL PROTECTED] wrote: You can run any number of User Tool (for that matter, any AR API client programs) instances from one PC using the same user credentials. The same user cannot run client program(s) from two different boxes -- essentially one user per IP address equates to his license consumption. The basic point is -- if a user were to talk to AR Server as one person, so we'll associate him/her to that box and consume a license. Does not matter how many client programs this person initiates from this box, its all OK from our standpoint. However, if this one person's several instances of User Tool (or, whatever client program) are running on behalf of some other folks -- as in, some creative mechanism to route several different users activities via this one user's credentials as well as thru his machine -- of course, this creative usage is breaching the licensing contract. In any case, I'm not a legal guy, but at the point of such creative usage scenarios popping up -- it is better for you to NOT implement such, but to contact your Remedy support/sales/account contact person(s) to decide on next steps. Appajee From: Action Request System discussion list(ARSList) on behalf of Susan Palmer Sent: Thu 2/14/2008 8:39 AM To: arslist@ARSLIST.ORG Subject: More than one instance of User Tool on same PC ** Hi everyone, I strongly believe in following license agreements and believe we have. I knew that when we upgraded to v7.x you could no longer go from PC to PC and log in without receiving the message and releasing the other PC. I just assumed I guess that meant you couldn't log in twice at one PC. Yes, I knew I could do it but then again I am all powerful admin. It was brought to my attention today that a solution they used for one of our customers is to give her two monitors and she can log into to user tools and use one on each monitor. No, she doesn't work that fast but she'll run reports on one and do work on the other. Is that feature acceptable in the licensing scheme of things? Thanks, Susan Susan Palmer ShopperTrak ARS v 7.0.1P3, server, user, admin Oracle 10g Windows 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade from 6.3 to 7.1
We are running Server 2k3 and SQL 2k and did the upgrade from 6.3 to 7.1 initial release with no issues. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mudit Chaudhry Sent: Wednesday, February 13, 2008 11:57 PM To: arslist@ARSLIST.ORG Subject: Upgrade from 6.3 to 7.1 ** Folks, We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an opinion of people who have done this. Any issues that we should watch out for? Our environment is Windows 2000 OS and MS SQL 2000 database. Thanks Mudit __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Friday Humor: Google and Chuck Norris
Open up Google, and type Chuck Norris and istead of pressing 'Google Search' press 'I'm Feeling Lucky'.. See what you get :-) Joe Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
No, there is nothing keeping me from an ARS upgrade to 7.x - they wanted to upgrade the Help Desk app also and I ran into problems trying to get the CMDB to install. Now that I've gained more experience through the 6.x and 7.x ITSM apps I just don't think that it will fit their needs. But I like the idea of simply upgrading the ARS and leave them be for the rest of it. As for support, well yes, they would fall off of it for the HPD part, but that's why they have me, right? Thanks! :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I understand that you aren't supported for the app if you don't upgrade it. I just wasn't sure if there was something keeping Candace from moving their existing HPD solution onto the ARS 7.x platform besides app support. I didn't know if there was a core change in the ARS system that wouldn't allow the older ITSM to work on the ARS 7.x platform. - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the
Re: HelpDesk Lite (was: Company Dropping Remedy)
Yes, Timothy is correct. We could continue to be supported at the ARS level but we're getting way behind at the app level. The client would like to upgrade but it has now become more of a nightmare than anything. So I am familiar with Buoyant Solutions [EMAIL PROTECTED] stuff - what else is out there as a 3rd party Help Desk app that I might want to review? Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 9:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle
Re: HelpDesk Lite (was: Company Dropping Remedy)
Shawn, I think you are right on. Sharepoint is a compelling application. Infopath is not quite there, but a very good start. All that is needed is a flexible business rules engine and bingo! With 44Billion to toss around, (since yahoo didn'y bite), I sure that can get there if they want. BMC seems to want to reel in all the big fish first, while ignoring the middle market. IMO, Remedy (Corp) worked the otherway around -- the small fish then bigger fish, and then got gobbled up... Sad. John - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 12:16:09 PM Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Carey, I think that ideally, smaller businesses that want to use ARS (which BMC doesn't market aggressively enough) should pursue other options. There are vendors, some that post on here, that provide other ITSM suites that are cheaper, simpler, and are probably just as good if not better than the BMC applications. What you will probably see in the future is that Microsoft will eat BMC's lunch on small to mid-sized businesses within the next five years. We have people in my company that want to get rid of Remedy and go to an all-Microsoft solution (fortunately, those people don't have that much sway.) In the end though, you'll see ARS functionality replaced by Infopath and .NET for more complex development. You'll see their service management application tied in as part of Sharepoint but already integrated with MOM as the discovery suite for the CMDB and the alert system for changes and incidents. Microsoft is pursuing the market from the opposite side of what BMC is doing, but they'll eventually get the business you're talking about. If BMC started pushing ARS as one of their primary products, I think they would find a lot more clients. I can build something in ARS in one hour that would take at least a week for a .NET developer. BMC needs to advertise the fact that they have a development tool to build web enabled database-backed applications that can be cranked out much faster than .NET or Java. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- 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 Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M [EMAIL PROTECTED] wrote: ** And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8
Re: More than one instance of User Tool on same PC
Thank you all for your input. I'm drawing the conclusion that it is ok. The user in question has a fixed license. Since we live in such an instantaneous world, waiting for a report to run and not being able to work on a Task or HT is too inconvenient. In her case she works with field techs at customer locations and has to track if they have all checked in at appropriate scheduled times, which checking them in when they call. I guess there could be instances when she's working with two techs at one time and could be modifying tickets on both instances but the consensus seems to be that it is the same user doing the work and that is ok. This falls in line with Appajee's explanation. Have to say that Matt gets kudos for creativity. Thanks, Susan On Thu, Feb 14, 2008 at 12:36 PM, Carey Matthew Black [EMAIL PROTECTED] wrote: I would even tack on this thought... If one of those sessions are read only (You said Reporting, I say read only) then the user could be issued a free (and IP independent) second account with a Read-restricted license too. That should be totally acceptable to the license agreement and maybe even preferable for the user. (Depending on the user. :) ) However, there is also a setting in the User tool to allow the user to do reporting from an alternate ARS server too. Maybe the user is working to hard by not using that setting? ( Or is the user doing reporting from both servers? If so then ignore that thought. :) ) -- 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 Thu, Feb 14, 2008 at 12:22 PM, Papolu, Appajee [EMAIL PROTECTED] wrote: You can run any number of User Tool (for that matter, any AR API client programs) instances from one PC using the same user credentials. The same user cannot run client program(s) from two different boxes -- essentially one user per IP address equates to his license consumption. The basic point is -- if a user were to talk to AR Server as one person, so we'll associate him/her to that box and consume a license. Does not matter how many client programs this person initiates from this box, its all OK from our standpoint. However, if this one person's several instances of User Tool (or, whatever client program) are running on behalf of some other folks -- as in, some creative mechanism to route several different users activities via this one user's credentials as well as thru his machine -- of course, this creative usage is breaching the licensing contract. In any case, I'm not a legal guy, but at the point of such creative usage scenarios popping up -- it is better for you to NOT implement such, but to contact your Remedy support/sales/account contact person(s) to decide on next steps. Appajee From: Action Request System discussion list(ARSList) on behalf of Susan Palmer Sent: Thu 2/14/2008 8:39 AM To: arslist@ARSLIST.ORG Subject: More than one instance of User Tool on same PC ** Hi everyone, I strongly believe in following license agreements and believe we have. I knew that when we upgraded to v7.x you could no longer go from PC to PC and log in without receiving the message and releasing the other PC. I just assumed I guess that meant you couldn't log in twice at one PC. Yes, I knew I could do it but then again I am all powerful admin. It was brought to my attention today that a solution they used for one of our customers is to give her two monitors and she can log into to user tools and use one on each monitor. No, she doesn't work that fast but she'll run reports on one and do work on the other. Is that feature acceptable in the licensing scheme of things? Thanks, Susan Susan Palmer ShopperTrak ARS v 7.0.1P3, server, user, admin Oracle 10g Windows 2003 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Dynamic Group Access
Yes I knew about the admin tool, but the thought of doing it that way to a couple thousand fields was nauseating. Third party tool suggestions if you've used any? Thanks, Susan On Thu, Feb 14, 2008 at 11:08 AM, Carey Matthew Black [EMAIL PROTECTED] wrote: Susan, Admin tool ... Groups object... Fields tab... And pick the right fields. There are also other third party tools that attack setting field permissions in mass too. -- 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 Thu, Feb 14, 2008 at 11:31 AM, Susan Palmer [EMAIL PROTECTED] wrote: ** Thanks Matt, That explanation was very clear and the conclusion I came to also so it's good to know my thinking is correct. Now I just need to find the best/easiest way to add the group to thousands of fields. Thanks, Susan On Thu, Feb 14, 2008 at 8:40 AM, Carey Matthew Black [EMAIL PROTECTED] wrote: Susan, Permissions in ARS are in layers... Additive layers. A) First a user must have access to the Form. B) Next the user needs to have access to Field 1. C) Next the user needs to have access to any of the other fields on the form. The key here is that the user does not have to gain access to all levels via the same Access Control group. So... A) Lets say you have a form that is Public (Hidden). So all users can use the form, but not see it in there Object lists. B) The permissions on Field 1 have these three groups: Helpdesk, (some groupID) AllCustomers, (some groupID) Dynamic60001 (groupID=60001) So any user that is in Helpdesk, or AllCustomers would have access to all records (field 1 values) in the form. However the third group is a reference to data in each record. So to know who fits in that group the Application server has to look at the record in question and check the data in $USER $'s 'Group List' against the data in the field $60001$ for that record. (Any match grants access to the record.) C) Then the server will check the permissions on each field and see if the $USER $ has access to the field. Again... dynamic groups, or static groups can be used on any field and not just field 1. Also... the dynamic groups are a list of: Static Groups, User Names, or Roles (for Deployable applications only). To keep things a bit simpler... think of Roles as Static groups. The thing about dynamic groups is that they are defined on a record by record basis. So if one record has a value of : 'bob';Helpdesk then for that record all members of the group Helpdesk and also the user 'bob' would be a member of that dynamic group for that record. So let's say we have two other fields to talk about. 'Status' Permissions: Public (View), HelpDesk(Change) 'Short Description' Permissions: HelpDesk(Change), Dynamic60001(Change) If the $USER $'s group list is blank then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. If the $USER $'s group list contains HelpDesk then they will be able to see both fields. If the $USER $'s group list is not blank, and does not contain HelpDesk then they will be able to see 'Status'. They MAY also be able to see 'Short Description', If and only if their user name appears in the 'Dynamic60001' field in single quotes. So... the question becomes What are the permissions on the fields, and what fields should these users (the ones that you put into the 'Dynamic61' field) be able to access? That may not have been the best example... but I hope it helps. -- 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 Wed, Feb 13, 2008 at 6:28 PM, Susan Palmer [EMAIL PROTECTED] wrote: ** Hi everyone, For the most part our system deals with external customer companies. Until now we all access pretty well everything with no problems. Now we want to give access to a distributor we use and allow them to access particular customers they work with on our behalf. In actuality only about 3-5% of our customer records. So I thought this would be a good opportunity to try dynamic group access (first time user). First I thought I could just create the group 60001, a few regular groups to distinguish between US, UK, CHINA, and the character field with ID 60001 on a particular form. I did that and in the character field 60001 on several records I put the different
Work Info Types in Change Managment v7.0.01 ptch 6
Good afternoon List, I've been seeing some inconsistencies within Change Management and was wondering if anyone else is seeing the same. I've seen this issue with both patch 5 6 for v 7.0.01. Some Work Info Types show Locked* Yes and others show Locked* No when Viewing them in a Change Ticket. There doesn't seem to be a rhyme or reason for this. As a matter of fact if there are two separate entries with the same type listed one shows Locked while the other shows UnLocked. This is causing a bit of an issue as some users are trying to added attachments and edit existing Work Info entries only to see them not take or to see the other entry with the same type get updated instead. We are a Windows shop, Windows Server 2003 w/SQL 2005 database. AR System 7.0.01 Patch 6. Thanks, Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
KM Quick Quick Search
Afternoon, I am working on site looking at KM for our production server. When I log into the KM Main console and search using the Quick Search option I see the Search Result show 1 - 25 / 85 Indicating that there should be 85 results yet I can't see anything below this. On my UAT environment I can run the same and see the 85 records listed below. When I run a search using the Advanced Search the Search Results show on both. Can anyone advise where to start looking for the answer to this one? ITSM V7 SQL Server 2005 Kind Regards Alan D West _ Share what Santa brought you https://www.mycooluncool.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris.. (Corrected)
In New Zealand it is. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, February 14, 2008 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected) ** Is it Friday On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Type Find Chuck Norris in the Search bar and then press 'I'm Feeling Lucky' Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://us.rd.yahoo.com/evt=51734/*http:/tools.search.yahoo.com/newsearc h/category.php?category=shopping __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris
It's been relocated to Shattrath. /obscure but i get it From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, February 14, 2008 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Humor: Google and Chuck Norris ** On noit's Barrens chat all over again... /obscure From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 12:30 PM To: arslist@ARSLIST.ORG Subject: Friday Humor: Google and Chuck Norris ** Open up Google, and type Chuck Norris and istead of pressing 'Google Search' press 'I'm Feeling Lucky'.. See what you get :-) Joe Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62 sR8HDtDypao8Wcj9tAcJ%20 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris
On noit's Barrens chat all over again... /obscure From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 12:30 PM To: arslist@ARSLIST.ORG Subject: Friday Humor: Google and Chuck Norris ** Open up Google, and type Chuck Norris and istead of pressing 'Google Search' press 'I'm Feeling Lucky'.. See what you get :-) Joe Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i6 2sR8HDtDypao8Wcj9tAcJ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris.. (Corrected)
It's Friday somewhere!! Drew On Thu, 14 Feb 2008, Susan Palmer wrote: Is it Friday On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling Lucky' -- Looking for last minute shopping deals? Find them fast with Yahoo! Search.http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shopping __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
Exactly the point I made a couple weeks ago, William, with the added point that companies that currently have ITSM 5.x would STILL have to do a complete application replacement, just as if they went to ITSM 7. And since the prospective customers are at least partially already BMC customers, the very valid question is: What's the point of spending $10 to make and sell a flawed $2 product, as opposed to spending $20 to make and sell a $50 product? Maybe the sweet spot is to re-release ITSM 5.x to those who ask for it, but with only limited support. I can't see a lot of cycles being spent at BMC to do more than that. Rick On Thu, Feb 14, 2008 at 12:17 PM, William Rentfrow [EMAIL PROTECTED] wrote: ** I don't know that it's in BMC's best interest to create a lite version of HelpDesk on the ARS platform for several reasons. First - the application would be just as scalable as the ITSM suite is now - the scalability of Remedy has to do with the AR Server, etc, and very little to do with the application (as long as the code is tight, particularly indexing and searching). Anyone with familiarity for the system would buy the lower end version and customize for presumably less money overall. Second - they'd be undercutting the principle(s) of going to a full ITIL compliant ITSM application. Whether or not you drink the ITIL Kool-aid it's easy to see that a light application that had a few forms and just took basic information would undercut the philosophy. The big customers would have every justified right to say Umm...why are you pushing ITIL/CMDB on us if it's not really necessary - your other app doesn't have it. Third - pick any medium sized company - which application would they focus on buying? How would they even know what the right choice was? It would be a constant battle within BMC to approach the customer with the small vs. big product lines - especially when they have the same inherent scalability and the large product line can be implemented in a small way just by doing Incident Management. Just my $0.02. -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *john rosquist *Sent:* Thursday, February 14, 2008 12:54 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: HelpDesk Lite (was: Company Dropping Remedy) ** Shawn, I think you are right on. Sharepoint is a compelling application. Infopath is not quite there, but a very good start. All that is needed is a flexible business rules engine and bingo! With 44Billion to toss around, (since yahoo didn'y bite), I sure that can get there if they want. BMC seems to want to reel in all the big fish first, while ignoring the middle market. IMO, Remedy (Corp) worked the otherway around -- the small fish then bigger fish, and then got gobbled up... Sad. John - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 12:16:09 PM Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Carey, I think that ideally, smaller businesses that want to use ARS (which BMC doesn't market aggressively enough) should pursue other options. There are vendors, some that post on here, that provide other ITSM suites that are cheaper, simpler, and are probably just as good if not better than the BMC applications. What you will probably see in the future is that Microsoft will eat BMC's lunch on small to mid-sized businesses within the next five years. We have people in my company that want to get rid of Remedy and go to an all-Microsoft solution (fortunately, those people don't have that much sway.) In the end though, you'll see ARS functionality replaced by Infopath and .NET for more complex development. You'll see their service management application tied in as part of Sharepoint but already integrated with MOM as the discovery suite for the CMDB and the alert system for changes and incidents. Microsoft is pursuing the market from the opposite side of what BMC is doing, but they'll eventually get the business you're talking about. If BMC started pushing ARS as one of their primary products, I think they would find a lot more clients. I can build something in ARS in one hour that would take at least a week for a .NET developer. BMC needs to advertise the fact that they have a development tool to build web enabled database-backed applications that can be cranked out much faster than .NET or Java. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that
Re: Friday Humor: Google and Chuck Norris.. (Corrected)
True enough ... but I don't think it is in New Jersey ... I think that is where Joe is, not sure! On Thu, Feb 14, 2008 at 1:44 PM, Drew Shuller [EMAIL PROTECTED] wrote: It's Friday somewhere!! Drew On Thu, 14 Feb 2008, Susan Palmer wrote: Is it Friday On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling Lucky' -- Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shopping __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
I don't know that it's in BMC's best interest to create a lite version of HelpDesk on the ARS platform for several reasons. First - the application would be just as scalable as the ITSM suite is now - the scalability of Remedy has to do with the AR Server, etc, and very little to do with the application (as long as the code is tight, particularly indexing and searching). Anyone with familiarity for the system would buy the lower end version and customize for presumably less money overall. Second - they'd be undercutting the principle(s) of going to a full ITIL compliant ITSM application. Whether or not you drink the ITIL Kool-aid it's easy to see that a light application that had a few forms and just took basic information would undercut the philosophy. The big customers would have every justified right to say Umm...why are you pushing ITIL/CMDB on us if it's not really necessary - your other app doesn't have it. Third - pick any medium sized company - which application would they focus on buying? How would they even know what the right choice was? It would be a constant battle within BMC to approach the customer with the small vs. big product lines - especially when they have the same inherent scalability and the large product line can be implemented in a small way just by doing Incident Management. Just my $0.02. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Thursday, February 14, 2008 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** Shawn, I think you are right on. Sharepoint is a compelling application. Infopath is not quite there, but a very good start. All that is needed is a flexible business rules engine and bingo! With 44Billion to toss around, (since yahoo didn'y bite), I sure that can get there if they want. BMC seems to want to reel in all the big fish first, while ignoring the middle market. IMO, Remedy (Corp) worked the otherway around -- the small fish then bigger fish, and then got gobbled up... Sad. John - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 12:16:09 PM Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Carey, I think that ideally, smaller businesses that want to use ARS (which BMC doesn't market aggressively enough) should pursue other options. There are vendors, some that post on here, that provide other ITSM suites that are cheaper, simpler, and are probably just as good if not better than the BMC applications. What you will probably see in the future is that Microsoft will eat BMC's lunch on small to mid-sized businesses within the next five years. We have people in my company that want to get rid of Remedy and go to an all-Microsoft solution (fortunately, those people don't have that much sway.) In the end though, you'll see ARS functionality replaced by Infopath and .NET for more complex development. You'll see their service management application tied in as part of Sharepoint but already integrated with MOM as the discovery suite for the CMDB and the alert system for changes and incidents. Microsoft is pursuing the market from the opposite side of what BMC is doing, but they'll eventually get the business you're talking about. If BMC started pushing ARS as one of their primary products, I think they would find a lot more clients. I can build something in ARS in one hour that would take at least a week for a .NET developer. BMC needs to advertise the fact that they have a development tool to build web enabled database-backed applications that can be cranked out much faster than .NET or Java. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could
7.1 Email weirdness
Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
Thanks Ivan- we're trying this now and if it doesn't do the trick we'll try David's suggestion. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ivan Runions Sent: Thursday, February 14, 2008 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness Try stopping then restarting the email service on the AR Server to force it to recognize the new mail boxes. -ivan- Moore, Chris wrote: ** Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Ivan Runions Information Technologies University of Calgary Calgary Alberta Canada (403) 220-4437 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Quick Survey of Web Server usage for AR System Mid-Tier
Hello, In Fall of 2008, BMC is considering an effort to focus testing and support of the web and/or applications servers that are used by the majority of our customers to power the AR System Mid-Tier. Toward this goal, we'd like to better understand what web and application servers are in use throughout our customer base. Please take a moment and fill out a quick (less than 15 question) survey about your usage of the BMC Remedy AR System Mid-Tier. Your responses will help guide our decisions in this matter. The survey can be found at: https://www.surveymonkey.com/s.aspx?sm=8dw1ZRDvr9kTwbpAamUiSA_3d_3d https://www.surveymonkey.com/s.aspx?sm=8dw1ZRDvr9kTwbpAamUiSA_3d_3d Thanks, - David J. Easter Product Line Manager AR System - BMC Service Management Business Unit ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
Restarting didn't do the trick, so we'll try David's suggestion. Is there any reason we can't (shouldn't) just change the entry at the database level? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David K Hill Sent: Thursday, February 14, 2008 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness What we did was to export out the mail box configurations, edit the arx file with a search and replace operation, them delete the records and re-import them with the same Entry IDs. There are internal instance IDs that are reference some where that keeps point them back to the old stuff. Hope that helps. -d David K Hill Senior Remedy Systems Applications Engineer Government Strategic Services - Application Solutions verizon business vNet: 658 5838 - Voice: (916) 569-5838 - Fax: (916) 569-5920 - Cell: (916) 214-0388 eMail: [EMAIL PROTECTED] icq# 441052967 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, February 14, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: 7.1 Email weirdness Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
Try stopping then restarting the email service on the AR Server to force it to recognize the new mail boxes. -ivan- Moore, Chris wrote: ** Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Ivan Runions Information Technologies University of Calgary Calgary Alberta Canada (403) 220-4437 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
What we did was to export out the mail box configurations, edit the arx file with a search and replace operation, them delete the records and re-import them with the same Entry IDs. There are internal instance IDs that are reference some where that keeps point them back to the old stuff. Hope that helps. -d David K Hill Senior Remedy Systems Applications Engineer Government Strategic Services - Application Solutions verizon business vNet: 658 5838 - Voice: (916) 569-5838 - Fax: (916) 569-5920 - Cell: (916) 214-0388 eMail: [EMAIL PROTECTED] icq# 441052967 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, February 14, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: 7.1 Email weirdness Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: HelpDesk Lite (was: Company Dropping Remedy)
That would work for us. We don't need a lot of support but they don't want to fall totally off the support for Help Desk either (what if they ever want more licenses?). They don't need a $50 product either and I can assure you they will not want to pay for that. They are very happy with their custom apps and the Help Desk app. They don't have the cycles or the money to even have a full-time Remedy person - witness I am only helping them a few hours here and there. As for the full ITSM suite, it is still way more than they need or want at this point. They use the little Asset form to track servers only, but don't require nor would they use a real CMDB. I can appreciate BMC's position relative to the marketplace. I just think that there are lots of us left who, for various reasons, cannot or do not choose to move in their direction. If they could provide a re-release of 5.6 as it existed and provide even limited support then I would be more than happy to slap that on. There are factions at that company that would like to dump Remedy - I would prefer not to help give them any reason to do so. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, February 14, 2008 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** Exactly the point I made a couple weeks ago, William, with the added point that companies that currently have ITSM 5.x would STILL have to do a complete application replacement, just as if they went to ITSM 7. And since the prospective customers are at least partially already BMC customers, the very valid question is: What's the point of spending $10 to make and sell a flawed $2 product, as opposed to spending $20 to make and sell a $50 product? Maybe the sweet spot is to re-release ITSM 5.x to those who ask for it, but with only limited support. I can't see a lot of cycles being spent at BMC to do more than that. Rick On Thu, Feb 14, 2008 at 12:17 PM, William Rentfrow [EMAIL PROTECTED] wrote: ** I don't know that it's in BMC's best interest to create a lite version of HelpDesk on the ARS platform for several reasons. First - the application would be just as scalable as the ITSM suite is now - the scalability of Remedy has to do with the AR Server, etc, and very little to do with the application (as long as the code is tight, particularly indexing and searching). Anyone with familiarity for the system would buy the lower end version and customize for presumably less money overall. Second - they'd be undercutting the principle(s) of going to a full ITIL compliant ITSM application. Whether or not you drink the ITIL Kool-aid it's easy to see that a light application that had a few forms and just took basic information would undercut the philosophy. The big customers would have every justified right to say Umm...why are you pushing ITIL/CMDB on us if it's not really necessary - your other app doesn't have it. Third - pick any medium sized company - which application would they focus on buying? How would they even know what the right choice was? It would be a constant battle within BMC to approach the customer with the small vs. big product lines - especially when they have the same inherent scalability and the large product line can be implemented in a small way just by doing Incident Management. Just my $0.02. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Thursday, February 14, 2008 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) ** Shawn, I think you are right on. Sharepoint is a compelling application. Infopath is not quite there, but a very good start. All that is needed is a flexible business rules engine and bingo! With 44Billion to toss around, (since yahoo didn'y bite), I sure that can get there if they want. BMC seems to want to reel in all the big fish first, while ignoring the middle market. IMO, Remedy (Corp) worked the otherway around -- the small fish then bigger fish, and then got gobbled up... Sad. John - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 12:16:09 PM Subject: Re: HelpDesk Lite (was: Company Dropping
Re: Friday Humor: Google and Chuck Norris.. (Corrected)
Ouch! I got a flight back to Jersey today and thought it was a weekend already :-) Sorry Dan! Joe - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 1:44:51 PM Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected) It's Friday somewhere!! Drew On Thu, 14 Feb 2008, Susan Palmer wrote: Is it Friday On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling Lucky' -- Looking for last minute shopping deals? Find them fast with Yahoo! Search.http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shopping __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
It took a bit of time to find out where this went hahaha. Sorry but I'm changing the subject back. On Feb 14, 12:02 pm, Sanford, Claire [EMAIL PROTECTED] wrote: Does anyone have any idea why some times when a Task ticket is updated, the entry is copied to the CHG ticket's Work Log and other times it is NOT copied to the CHG Work Log. It doesn't happen often and there is no pattern that I can see. I have been unable to duplicate it. ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: arserver.exe Memory Usage 7.0.01
Thanks Tony, Does this slow bringing up the form in the user tool while using the system? Jarl, I thought that it would be a manual process. I just wish they come out with a major patch on the ITSM (even if it involves doing things manually) to remove all these unwanted forms, workflow etc.. Our schedules are sort of tight with timelines on this project and I don't really see us going through a discovery process to identify all these unwanted forms, workflow and clean up unless BMC would provide us with this list or a patch to do so... Joe - Original Message From: Tony Worthington [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 11:56:09 AM Subject: Re: arserver.exe Memory Usage 7.0.01 ** And not an option if all you have on the server is ITSM7. :-) We even run with the display property caching set to its lowest level (Cache-Display-Properties: 0) We haven't raised it due to concerns about further slowing startup time. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Jarl Grøneng [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 11:52 AM Please respond to arslist@ARSLIST.ORG [EMAIL PROTECTED] cc SubjectRe: arserver.exe Memory Usage 7.0.01 Removing unused forms and application is a manual job, and you nned to know your installation. -- Jarl On Thu, Feb 14, 2008 at 5:47 PM, Joe D'Souza [EMAIL PROTECTED] wrote: ** Jarl, Axton, That's exactly what we see during our startup. We were also told to start the AR Server by Remedy Support using the -t -s parameters and got exactly the same results you guys are talking about - only our field count was in the region of about 140K. Jarl, how did you go about finding out what forms are redundant? Did Remedy Support provide you with a list? Thank you for all your responses.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Axton Sent: Thursday, February 14, 2008 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** Remedy just needs to tune the startup of arserver. That's kind of where the problem lies. start arserver ... - fetch 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records - fetch next 100 of 5 records from feild_dispprop (read 6mb of data and use 20k) - process those 100 records ... No wonder it takes so long. How about fetching all the data at once, the processing it serially, or even better, in parallel. It is something that can be done, but the people at BMC have to be convinced that there is a benefit to the customers, and they probably have to be able to directly capitalize on it to get a direction from management, neither of which is probably going to happen. Axton Grams On Thu, Feb 14, 2008 at 9:02 AM, Bardsley, Michael [EMAIL PROTECTED] wrote: ** I was told by support that there is a known slow startup issue with a windows/remote oracle database configuration. We are looking at about 7 minutes startup. My db confirmed that at startup he see's the ARADMIN account pulling little bits of information at a slow pace from field_dispprop table. I was told that is the Data Definition files that AR holds in memory. We have also seen some database timeouts while saving changes in the Admin tool. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 2:37 AM To: arslist@ARSLIST.ORG Subject: Re: arserver.exe Memory Usage 7.0.01 ** We are running our AR Server at around that much (650,000 K) too. We are experiencing a lag of at least 15 minutes at the start of the services. We are currently working with BMC Support on that.. At Remedy supports suggestion, we tried a 1 GB connection @ Full Duplex between the AR Server and the DB and that didn't help much either. What is the average time you guys are experiencing on restart of AR Services? We are running all the ITSM apps, AIE, CMDB, SLM, BMC RKM, SRM on our AR Server. We have tried tuning the database with the help of our DBA's and none of our efforts produced any significant change in the performance during startup. Even after startup, it does take unreasonably long to save even a light form or save a filter or active link or menus even if we click on the server name on the server window so it doesn't refresh any lists after saving an object.. Is anyone else fighting a similar issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of
Re: Spell Checker
Hi David, I checked tinyspell.com out and it is very easy to use. The only thing I thought that could be a negative was the clear texting of passwords. Apparently they don't recognize non-Windows passwords. But thanks for the tip, I think they'll be happy with it. Susan On Tue, Feb 12, 2008 at 2:10 PM, David Yearsley [EMAIL PROTECTED] wrote: ** It is always on and there in no need to integrate. Any time you are typing it is checking. It works with IM, Remedy any program. Once it is on you just type. It will work for programmers when they are typing error messages or nots in filters or active links. It is an all around spell checker. It sits in the tray and it appears you can disable the checking. It also checks anything you copy to the clipboard. Susan Palmer [EMAIL PROTECTED] Feb 12, 2008 12:50 PM ** Hi David, How does it integrate with an ars form? Is there some connection that activates the spell checking? Thanks, Susan On Feb 12, 2008 1:00 PM, David Yearsley [EMAIL PROTECTED] wrote: ** I have just started using a new spell checker that I really like. It is called tinyspell and comes in 2 versions free and pro. It is located at: http://tinyspell.m6.net/. I don't know if anyone is looking for this, but I know in the past there has been several discussions on this subject. The drawback is that it has to be loaded on each machine, but I have been impressed with its abilities so far. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Atrium Integration Engine: AIE 7.1 Patch 001
I have and on an unpatched version and have no problems connecting to Oracle.. Whats the problem you are having? Any errors? Joe - Original Message From: Elry [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 11:52:53 AM Subject: Atrium Integration Engine: AIE 7.1 Patch 001 Hi Folks... We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 Patch 001. MSSQL Server 2005 is the database that is being used. We have no problems connecting to MSSQL database instances throughout our network, but we seem to be unable to connect to Oracle databases. We are able to connect from the same machine using the Oracle Client, as well as mapping the network drive to the location of the Oracle Database installation. Has anyone been successful in creating connections to Oracle Databases. Any ideas??? Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: KM Quick Quick Search
Select the result list option Show to display more than 25. Hit the Next or Previous links that will appear on the bottom of the list to navigate to view the other chunks of results.. I cannot send an attachment from webmail to display what I see but will write to you from another email address and send you a jpg of what I see.. Cheers Joe - Original Message From: Alan West [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 1:10:31 PM Subject: KM Quick Quick Search ** Afternoon, I am working on site looking at KM for our production server. When I log into the KM Main console and search using the Quick Search option I see the Search Result show 1 - 25 / 85 Indicating that there should be 85 results yet I can't see anything below this. On my UAT environment I can run the same and see the 85 records listed below. When I run a search using the Advanced Search the Search Results show on both. Can anyone advise where to start looking for the answer to this one? ITSM V7 SQL Server 2005 Kind Regards Alan D West Everything in one place. All new Windows Live! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Atrium Integration Engine: AIE 7.1 Patch 001
Pardon the obvious question, but did the Oracle adapter get installed during the AIE install? Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001 ** I have and on an unpatched version and have no problems connecting to Oracle.. Whats the problem you are having? Any errors? Joe - Original Message From: Elry [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 11:52:53 AM Subject: Atrium Integration Engine: AIE 7.1 Patch 001 Hi Folks... We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 Patch 001. MSSQL Server 2005 is the database that is being used. We have no problems connecting to MSSQL database instances throughout our network, but we seem to be unable to connect to Oracle databases. We are able to connect from the same machine using the Oracle Client, as well as mapping the network drive to the location of the Oracle Database installation. Has anyone been successful in creating connections to Oracle Databases. Any ideas??? _ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8H DtDypao8Wcj9tAcJ%20 it now. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
On the new Mailboxes, did you remember to set the Default Mailbox flag to Yes? If I remember right, its on the Advanced tab. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Moore, Chris [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 01:37 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.1 Email weirdness ** Restarting didn?t do the trick, so we?ll try David?s suggestion. Is there any reason we can?t (shouldn?t) just change the entry at the database level? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David K Hill Sent: Thursday, February 14, 2008 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness What we did was to export out the mail box configurations, edit the arx file with a search and replace operation, them delete the records and re-import them with the same Entry IDs. There are internal instance IDs that are reference some where that keeps point them back to the old stuff. Hope that helps. -d David K Hill Senior Remedy Systems Applications Engineer Government Strategic Services - Application Solutions verizon business vNet: 658 5838 - Voice: (916) 569-5838 - Fax: (916) 569-5920 - Cell: (916) 214-0388 eMail: [EMAIL PROTECTED] icq# 441052967 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, February 14, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: 7.1 Email weirdness Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: 7.1 Email weirdness
Wow, I feel dumb now... I thought Enabled/Disabled would have done it. Thanks Thad! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Thursday, February 14, 2008 5:22 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness ** On the new Mailboxes, did you remember to set the Default Mailbox flag to Yes? If I remember right, its on the Advanced tab. Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Moore, Chris [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/14/2008 01:37 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: 7.1 Email weirdness ** Restarting didn't do the trick, so we'll try David's suggestion. Is there any reason we can't (shouldn't) just change the entry at the database level? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David K Hill Sent: Thursday, February 14, 2008 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 Email weirdness What we did was to export out the mail box configurations, edit the arx file with a search and replace operation, them delete the records and re-import them with the same Entry IDs. There are internal instance IDs that are reference some where that keeps point them back to the old stuff. Hope that helps. -d David K Hill Senior Remedy Systems Applications Engineer Government Strategic Services - Application Solutions verizon business vNet: 658 5838 - Voice: (916) 569-5838 - Fax: (916) 569-5920 - Cell: (916) 214-0388 eMail: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] icq# 441052967 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris Sent: Thursday, February 14, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: 7.1 Email weirdness Hey everyone- We are having an interesting issue with the email engine. We had an outgoing and incoming email box, ID #s 1 and 2 which we disabled and created 2 new ones, #3 and 4. When sending emails directly from the messages form, everything works fine, however the filters which send emails are still trying to use the original disabled mailboxes. Any way I can prevent this? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS6.03 on Linux +VM
Thanks John. What version of Remedy are you running on the VM? Thanks Anoop Date: Thu, 14 Feb 2008 09:29:19 -0800From: [EMAIL PROTECTED]: Re: ARS6.03 on Linux +VMTo: [EMAIL PROTECTED] Anoop, Remedy will work on a VM (VMware). I have 2 win32 VM's going -- One with SQL Server 2005 and one with Oracle 11g. Please note that Remedy is a 32 bit app so there is little point in running it a 64 bit os. Further, it is my experience that the 64 bit os's cause more grief than they are worth. You will need to use the 32bit drivers, so you kill any gains there. I have run it in a Win64 environment, and will strongly recommend against it in the future. All that said, 64bit DB's rock! John Rosquist Windward - Original Message From: Anoop Sasidharan [EMAIL PROTECTED]To: [EMAIL PROTECTED]: Wednesday, February 13, 2008 6:54:40 PMSubject: ARS6.03 on Linux +VM** Dear Lister,We are planning to install remedy ars 6.03 on Linux64 Virtual Machine's. BMC says that they dont support ARS6.03 on VM.Has anyone tried this before and what are your observation? ThanksAnoopFly HYD-BLR for Rs.499 Log on to MakeMyTrip! Check it out! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ _ Tried the new MSN Messenger? It’s cool! Download now. http://messenger.msn.com/Download/Default.aspx?mkt=en-in ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris.. (Corrected)
Nice try lol On Thu, Feb 14, 2008 at 3:43 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Ouch! I got a flight back to Jersey today and thought it was a weekend already :-) Sorry Dan! Joe - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 1:44:51 PM Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected) It's Friday somewhere!! Drew On Thu, 14 Feb 2008, Susan Palmer wrote: Is it Friday On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza [EMAIL PROTECTED] wrote: ** Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling Lucky' -- Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shopping __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Atrium Integration Engine: AIE 7.1 Patch 001
True, but during the Custom install you have the option to install or not the different adapters for DB2, File, SQL, Oracle and XML. I don't know if they are installed by default on the Express install or not, I did the Custom install. But you bring up another point, make sure you have a license for the IE. I don't know if, like the other apps, won't install without it, but it's a good idea to check. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001 ** It is supposed to as its built in with the AIE. It isn't a separate product. You do not need individual licenses for it - just the AIE license is enough. Joe - Original Message From: Brian Gillock [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 4:10:08 PM Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001 ** Pardon the obvious question, but did the Oracle adapter get installed during the AIE install? Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001 ** I have and on an unpatched version and have no problems connecting to Oracle.. Whats the problem you are having? Any errors? Joe - Original Message From: Elry [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 11:52:53 AM Subject: Atrium Integration Engine: AIE 7.1 Patch 001 Hi Folks... We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 Patch 001. MSSQL Server 2005 is the database that is being used. We have no problems connecting to MSSQL database instances throughout our network, but we seem to be unable to connect to Oracle databases. We are able to connect from the same machine using the Oracle Client, as well as mapping the network drive to the location of the Oracle Database installation. Has anyone been successful in creating connections to Oracle Databases. Any ideas??? _ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8H DtDypao8Wcj9tAcJ%20 it now. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Atrium Integration Engine: AIE 7.1 Patch 001
It is supposed to as its built in with the AIE. It isn't a separate product. You do not need individual licenses for it - just the AIE license is enough. Joe - Original Message From: Brian Gillock [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 4:10:08 PM Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001 ** Pardon the obvious question, but did the Oracle adapter get installed during the AIE install? Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, February 14, 2008 2:02 PM To: arslist@ARSLIST.ORG Subject: Re: Atrium Integration Engine: AIE 7.1 Patch 001 ** I have and on an unpatched version and have no problems connecting to Oracle.. Whats the problem you are having? Any errors? Joe - Original Message From: Elry [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 11:52:53 AM Subject: Atrium Integration Engine: AIE 7.1 Patch 001 Hi Folks... We have installed AIE 7.1 Patch 001 on a ARS box the server is running ARS 7.1 Patch 001. MSSQL Server 2005 is the database that is being used. We have no problems connecting to MSSQL database instances throughout our network, but we seem to be unable to connect to Oracle databases. We are able to connect from the same machine using the Oracle Client, as well as mapping the network drive to the location of the Oracle Database installation. Has anyone been successful in creating connections to Oracle Databases. Any ideas??? Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ?*? ADV: ARUser License Monitoring
Hi Igor, Where can I get a copy of your application? Regards, Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of igor ivanov Sent: Wednesday, February 13, 2008 4:04 PM To: arslist@ARSLIST.ORG Subject: ?*? ADV: ARUser License Monitoring ** have to request more ARUser Licenses or we just did not assign them right and paying for Licenses and Support? (what makes Remedy expensive and helps to put in danger Remedy Developers World) 5.What are most user active hours? 6.How is particular Support Group/Region/Site/Department using Licenses? 7.Is it time to change somebody's License Type (Floating/ Fixed)? I 'm testing ARuser License Activity Monitor Application (ARLAM): http://winbeing.bravehost.com/userlicenses.html If you interested, it is possible to request my small win32 program (tested with 6.3 and 7). It generates .csv file: C:\ARSarlam -uYourName -pYourPass -sYourServer License,Type,connectTime,lastAccess,Assigned To,Create Date, WRITE,FIXED,1202480462,1202490911,YourName,2/8/2008 12:15:11, ... and email it to me to generate PDF report for you. I'm running it in batch file every 2 minutes. Reading ARLicenses Info from one Server and Importing into another with arimportcmd. It tells me how many users where using which ARUser License (fixed/ floating/read) for the last 2 minutes. I've tried it every to run every 5 and 3 minutes, but with my 200 max users 2 minutes forks just fine. I have ~30,000 records to use for reporting and analysis. My idea is to create Dynamic Change License Application (DYCH) (to generate Request for Approval based on License Usage History) Cheers, Igor Ivanov (RSP), GSA, Arlington VA Email/Yahoo: winbeing __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Friday Humor: Google and Chuck Norris.. (Corrected)
Was in NZ time when initially sent. Nice to get on Friday rather than Saturday. PS Does anyone need a different time zone developer? Steve Brown Remedy Admin System Management Consulting p 03 9781009 m 021 48 22 66 e [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Friday, 15 February 2008 11:45 a.m. To: arslist@ARSLIST.ORG Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected) ** Nice try lol On Thu, Feb 14, 2008 at 3:43 PM, Joe DeSouza [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Ouch! I got a flight back to Jersey today and thought it was a weekend already :-) Sorry Dan! Joe - Original Message From: Drew Shuller [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 1:44:51 PM Subject: Re: Friday Humor: Google and Chuck Norris.. (Corrected) It's Friday somewhere!! Drew On Thu, 14 Feb 2008, Susan Palmer wrote: Is it Friday On Thu, Feb 14, 2008 at 12:33 PM, Joe DeSouza [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Type *Find Chuck Norris* in the Search bar and then press 'I'm Feeling Lucky' -- Looking for last minute shopping deals? Find them fast with Yahoo! Search.http://us.rd.yahoo.com/evt=51734/*http://tools.search.yahoo.com/newsearch/category.php?category=shoppinghttp://us.rd.yahoo.com/evt=51734/*http:/tools.search.yahoo.com/newsearch/category.php?category=shopping __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using $PROCESS$ and set fields on 7.1 (RESOLVED)
I solved this by disabling the chkconfig script and adding a line to run it with the start parameter in rc.local which runs last in the startup order. J.T. Shyman Column Technologies _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, February 13, 2008 9:29 PM To: arslist@ARSLIST.ORG Subject: Re: Using $PROCESS$ and set fields on 7.1 (RESOLVED) ** Could it be the run order? Post the header from the /etc/init.d file where the run levels and run orders are defined. e.g., #!/bin/sh # # named # # chkconfig: 2345 15 85 Axton Grams On Feb 13, 2008 9:18 PM, J.T. Shyman [EMAIL PROTECTED] wrote: ** Ok, final solution: Don't start ARSystem automatically at startup. I've got a chkconfig script starting ARSystem automatically on system boot. For some reason, ARSystem started this way doesn't work well with the $PROCESS$ set fields action. However, if I log in as root and stop/start the ARSystem, using the same script then the $PROCESS$ set fields actions work. No idea what is causing this at this point, but I've got a solution J.T. Shyman Column Technologies _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, February 13, 2008 7:47 PM To: arslist@ARSLIST.ORG Subject: Re: Using $PROCESS$ and set fields on 7.1 False alarm. A reboot of the VM brought the problem back.meaning it is environmental. Back to the drawing board. J.T. Shyman Column Technologies _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, February 13, 2008 5:46 PM To: arslist@ARSLIST.ORG Subject: Re: Using $PROCESS$ and set fields on 7.1 All, Patch 001 to the linux version of ARSystem 7.1 corrects this and it works as expected now. J.T. Shyman Column Technologies _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Monday, February 11, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Using $PROCESS$ and set fields on 7.1 I'm having a strange issue trying to use an external process in a set fields action on AR 7.1 on Red Hat 4. I've created a simple form with a button and an active link that fires on that button that does nothing more than a set fields action which includes: $PROCESS$ @@:echo $HOSTNAME This works fine on an AR 7.0.1 Patch 005 server but not on a AR 7.1 server. The AR 7.1 server tells me there is an error in the set fields action and, when I converted it to a filter to see if I could get more information, it turns out the return code on the 7.1 server is 1 and not 0. I'm using the exact same form and workflow as I exported them from the 7.0 server and imported them on the 7.1 server. I haven't found a defect or KB entry on BMC's site about $PROCESS$ not working in 7.1 or being fixed in patch 001. Does anyone have a AR 7.1 server running on Linux that is also experiencing this? J.T. Shyman Column Technologies __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Sync UI problem in CMDB
This is the warning message I am getting while opening the join form. In order to improve this view so that it look same on all clients,AR system Administrator will upgrade the layout information for this view when you save this form(ARWARN 2558) Please help me. john rosquist-2 wrote: This generally means that there is some error to be had in building the form. There should be a message icon on the form that will display the build results for you. This will then lead you to the issue. Sorry I cannot be more specific, my dev box is down. John Rosquist Windward - Original Message From: Jomonm [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 3:59:07 AM Subject: Sync UI problem in CMDB I am synchronizing the class definition to AST forms. But the entry appear in Pending form and AST form is not creating. The entry remains pending for long time In AERRROR.log file I have the following entries. Can anybody help me? CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Wed Feb 13 00:13:41 200811 Wed Feb 13 00:13:41 2008 CMDB Dispatcher : AR System Application server restarting (ARAPPERR 4503) Wed Feb 13 00:13:42 2008 CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Regards Jomon Mathew -- View this message in context: http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15455616.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15493739.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
