date:20080403

BMC raised a defect for this with ID SW00291932.

Axton Grams

On Sun, Mar 30, 2008 at 3:46 PM, Axton [EMAIL PROTECTED] wrote:

 Maybe, but that would be sloppy.  An api shouldn't leave things allocated
 that are never again accessible.

 If I set the locale in ARControlStruct to a multi-byte locale, that shows
 another leak.


 code snippet
 strncpy (control.localeInfo.locale, en_US.UTF-8, AR_MAX_LOCALE_SIZE);
 /code snippet


 (2) stop in ARTermination
 (dbx) run
 Running: sendrem
 (process id 6337)
 RTC: Enabling Error Checking...
 RTC: Running program...
 [EMAIL PROTECTED] ([EMAIL PROTECTED]) stopped in ARTermination at 0xeb9d6848
 0xeb9d6848: ARTermination   :   save %sp, -120, %sp
 Current function is main
39 rtn = ARTermination (control, status);
 (dbx) showleaks -v
 Checking for memory leaks...

 Actual leaks report(actual leaks:2  total size:147
 bytes)

 Memory Leak (mel):
 Found leaked block of size 135 bytes at address 0x402d0
 At time of allocation, the call stack was:
 [1] UNIXInitialization() at 0xeb9d3574
 [2] _pthread_once() at 0xe19b0de0
 [3] DoARInitialization() at 0xeb9d37b8
 [4] ARInitialization() at 0xeb9d36d4
 [5] main() at line 32 in sendrem.c

 Memory Leak (mel):
 Found leaked block of size 12 bytes at address 0x435d0
 At time of allocation, the call stack was:
 [1] _setlocale() at 0xe1981ae4
 [2] ARDoConnect() at 0xeb9d3d7c
 [3] DoARInitialization() at 0xeb9d3990
 [4] ARInitialization() at 0xeb9d36d4
 [5] main() at line 32 in sendrem.c



 Possible leaks report  (possible leaks:  0  total size:  0
 bytes)


 (dbx) print (char *)0x435d0
 (char *) 0x435d0 = 0x435d0 en_US.UTF-8
 (dbx) print (char *)0x402d0
 (char *) 0x402d0 = 0x402d0
 NLSPATH=/opt/SUNWspro/bin/../prod/bin/sparcv9/../../lib/locale/en_US.UTF-8/LC_MESSAGES/%N.cat:/usr/lib/locale//LC_MESSAGES/N

 Axton Grams


 On Sun, Mar 30, 2008 at 6:12 AM, Wayne Keenan [EMAIL PROTECTED]
 wrote:

  ** I'm making an educated guess, based on my experience with other C
  API's, but it could just be some table /struct/buffer/scratch space used to
  support the locale; which will/has to exist (and potentially not grow) for
  the duration of the process?
 
  Not all memory still in use at program end is a 'leak' to be concerned
  about, it may be required and should only be free'ed at process exit;
  perhaps in this case that cleanup has been forgotten about?
 
  Just a thought.
 
  Regards
  Wayne
 
 
 
  On Sun, Mar 30, 2008 at 8:21 AM, Jarl Grøneng [EMAIL PROTECTED]
  wrote:
 
   Strange. Seems like the message catalog doing the wrong stuff here.
  
   --
   Jarl
  
   On Sat, Mar 29, 2008 at 11:27 PM, Axton [EMAIL PROTECTED] wrote:
** Very odd, it would appear that if the LANG env var is set, the
   memory
leak happens; if the env var is not set, no leak.
   
In the case of the memory leak:
[EMAIL PROTECTED] /home/remedy/projects/memleak_arinit]$ locale
 LANG=en_US.UTF-8
LC_CTYPE=en_US.UTF-8
LC_NUMERIC=en_US.UTF-8
LC_TIME=en_US.UTF-8
LC_COLLATE=en_US.UTF-8
LC_MONETARY=en_US.UTF-8
LC_MESSAGES=en_US.UTF-8
 LC_ALL=
   
In the case of no leak:
[EMAIL PROTECTED] /home/remedy/projects/memleak_arinit]$ locale
LANG=
LC_CTYPE=C
LC_NUMERIC=C
LC_TIME=C
LC_COLLATE=C
 LC_MONETARY=C
LC_MESSAGES=C
LC_ALL=
   
Axton
   
   
   
On Fri, Mar 28, 2008 at 4:05 PM, Axton [EMAIL PROTECTED]
   wrote:
   
 Some add'l info:

 (dbx) stop in ARTermination
 dbx: warning: 'ARTermination' has no debugger info -- will trigger
   on
first instruction
 (2) stop in ARTermination
 (dbx) rerun
 Running: sendrem
 (process id 2990)

 RTC: Enabling Error Checking...
 RTC: Running program...
 [EMAIL PROTECTED] ([EMAIL PROTECTED]) stopped in ARTermination at 
 0xecdd6968
 0xecdd6968: ARTermination   :   save %sp, -120, %sp
 Current function is main
31 rtn = ARTermination (control, status);
 (dbx) showleaks

 Checking for memory leaks...

 Actual leaks report(actual leaks:1  total size:
154
bytes)

   Total Num of  Leaked Allocation call stack
   Size  Blocks  Block
 Address
 ==  == ===
   ===
154   10x40388  UNIXInitialization  _pthread_once
   
DoARInitialization  ARInitialization  main



 Possible leaks report  (possible leaks:  0  total size:
  0
bytes)


 (dbx) print (char *)0x40388
 (char *) 0x40388 = 0x40388
   
   NLSPATH=/a/b/c/usr/SUNWspro/bin/../prod/bin/sparcv9/../../lib/locale/en_US.UTF-8/LC_MESSAGES/%N.cat:/usr/lib/locale//LC_MESSAGES/N
 (dbx) exit
 [EMAIL PROTECTED] scratch]$ env |grep NLSPATH

Display and Print JPEG Image attachments Pool

2008-04-03 Thread Meenakshinathan

Hi All,

I have an attachement pool which users can attach image(JPEG Format)
also. When i display the image, it opens a pop up window and shows me
correctly.

When i try to print it(Through File-Print) or view the preview I
didn't see the image, It seems that the application converts/opens
pictures (JPEG) to HTML pages.  When this is printed, the picture does
not print.  The only thing that prints is the border and a symbol
showing that a picture is on the page.

Please let me know how to make it so that pictures can be printed from
attachement pool display option.

Anybody face this issues???

Thanks,
Meenakshinathan

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Re: BMC Remedy Virtual Environment Support Statement of Direction

2008-04-03 Thread strauss

Do you mean this?
 
Type(2) 


Product


Description


Date


Link


 
Product Change Notification


BMC Atrium CMDB Enterprise Manager 2.0.01
BMC Remedy AR System Server 7.0.01
BMC Service Management Process Model for Service Delivery 7.0.00
BMC Service Management Process Model for Service Support 7.0.00


(Statement of Direction) BMC Atrium CMDB and BMC Remedy IT Service
Management Virtual Environment Support


February 22, 2008


PDF http://www.bmc.com/products/documents/40/62/84062/84062.pdf (3)


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 Webster, Basil
Sent: Thursday, April 03, 2008 9:41 AM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Virtual Environment Support Statement of
Direction


** 

I need a copy of this document for BMC AR Server V7.1, can
someone perhaps send a copy to me? The support site is not helpful at
all.

 

 

Kind Regards,

 

Basil Webster

 

Siemens IT Solutions and Services (Pty) Ltd

Remedy Developer
Local Production Centre Infrastructure Operations
Siemens Southern Africa

Main : +27 11 652-2000
Direct : +27 11 652-7220
Fax : +27 11 6527501
Mobile : +27 82 4529389
E-mail : [EMAIL PROTECTED]
www.siemens.co.za

 

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BMC Remedy Virtual Environment Support Statement of Direction

2008-04-03 Thread Webster, Basil

I need a copy of this document for BMC AR Server V7.1, can someone
perhaps send a copy to me? The support site is not helpful at all.

 

 

Kind Regards,

 

Basil Webster

 

Siemens IT Solutions and Services (Pty) Ltd

Remedy Developer
Local Production Centre Infrastructure Operations
Siemens Southern Africa

Main : +27 11 652-2000
Direct : +27 11 652-7220
Fax : +27 11 6527501
Mobile : +27 82 4529389
E-mail : [EMAIL PROTECTED]
www.siemens.co.za

 




The information in this e-mail is confidential and is intended solely for the 
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of whatever nature for any loss, liability, damage or expense resulting 
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indirectly from access to this message and any files or links that are attached 
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Re: RKM 7.2 - Anyone integrated it with ITSM?

2008-04-03 Thread Consultant Al

Hi Jennifer/ all,

Fully agree with you haven't seen a BMC product so easy to install..they
have done a good job on that front.


I have an issue with the Authentication method as Remedy, it just doesn't
authenticate, also I would like to integrate it with a custom Application
and if the authentication itself doesn't work I can't proceed  :)

It works fine when authentication is none or integrated but when I use
authentication as Remedy it always pops up the login screen and it won't
accept the credentials :(

Any suggestions?

Regards,

Alty



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jennifer Meyer
Sent: Wednesday, April 02, 2008 1:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Alty,
 
RKM 7.2 is very robust and surprisingly easy to install.  It is fully ITSM
integrated, and the integration process is exactly like the 6 and 7
versions.  If you've ever installed RKM before, you'll have no problems.
 
I had one issue with the war file because we have a lot of entries in our
company menu, and it confused RKM to deal with so many operating companies.
 
BMC got a new war file out to me in about a week's time, which fixed the
issue completely.
 
Jennifer Meyer
Data Manager
Mystikal Solutions


From: Action Request System discussion list(ARSList) on behalf of Consultant
Al
Sent: Tue 01-Apr-08 12:37
To: arslist@ARSLIST.ORG
Subject: RKM 7.2 - Anyone integrated it with ITSM?



This is a multipart message in MIME format.

--=_NextPart_000_0028_01C89444.BDDE5250
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit

Hi all,



Has anyone started using RKM 7.2 in a productive Envt? Also has it been
integrated with Remedy ITSM and are they any known issues while integrating?



Regards,

Alty







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**
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xmlns:o=3Durn:schemas-microsoft-com:office:office =
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xmlns=3Dhttp://www.w3.org/TR/REC-html40;

head
meta http-equiv=3DContent-Type content=3Dtext/html; =
charset=3Dus-ascii
meta name=3DGenerator content=3DMicrosoft Word 12 (filtered medium)
style
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panose-1:2 15 5 2 2 2 4 3 2 4;}
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body lang=3DEN-US link=3Dblue vlink=3Dpurple

div class=3DSection1

p class=3DMsoNormalHi all,o:p/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

p class=3DMsoNormalHas anyone started using RKM 7.2 in a productive =
Envt? Also has
it been integrated with Remedy ITSM and are they any known issues while
integrating?o:p/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

p class=3DMsoNormalRegards,o:p/o:p/p

p class=3DMsoNormalAltyo:p/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

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Re: Display and Print JPEG Image attachments Pool

2008-04-03 Thread King, Rebecca (Mission Systems)

Sounds like the printer considers the image a background.  
Did you try setting it to print backgrounds on web pages? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meenakshinathan
Sent: Thursday, April 03, 2008 7:34 AM
To: arslist@ARSLIST.ORG
Subject: Display and Print JPEG Image attachments Pool

Hi All,

I have an attachement pool which users can attach image(JPEG Format)
also. When i display the image, it opens a pop up window and shows me
correctly.

When i try to print it(Through File-Print) or view the preview I
didn't see the image, It seems that the application converts/opens
pictures (JPEG) to HTML pages.  When this is printed, the picture does
not print.  The only thing that prints is the border and a symbol
showing that a picture is on the page.

Please let me know how to make it so that pictures can be printed from
attachement pool display option.

Anybody face this issues???

Thanks,
Meenakshinathan

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Error when saving ar.cfg: No Permission

2008-04-03 Thread Gary Opela

I am trying to change submitter mode to locked on a new remedy install. I
keep getting an error stating I do not have write permission to ar.cfg.

I went to the server, and validated that ar.cfg does indeed have permissions
on it for the user that arserver.exe is running under.

This server is not yet licensed, do you think this might be the issue?

-

Thanks,

Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
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Remedy Code Backup

2008-04-03 Thread Sugavanam K K

Hi ALL,
 
One of my friend has a requirement on the Remedy Code Backup. The requirement 
is that he needs to schedule a job on a weekly basics to just take code back 
not the data (tickets) in the system. 
 
FYI ..  They are not using any source control on the system. 
 
Please advice if any one has any idea on this. 
 
Regards,
Sugan


  

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Re: Server Groups

2008-04-03 Thread Hall Chad - chahal

It won't have to know. Any AR Server can receive data from another
server through DSO, as long the correct DSO password is configured
everywhere. Even the Secondary should be able to receive the data. In
fact, if it's strictly an independent copy, the destination isn't
supposed to even need a DSO license (although this has proved to be
difficult to pull off in a 7.x environment where there are DSO passwords
- there's no good way to define that password on a server with no DSO
license).

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Thursday, April 03, 2008 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Groups

 

Chad,

 

I think I understand what you are saying but how will the load balancer
know which AR Server is the Primary DSO server? 

 

Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal
Sent: Thursday, April 03, 2008 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server Groups

 

Use the virtual name or IP setup on the load balancer. Note that the
load balancer itself will have its own name and IP, that's not the one
you want to use. Be sure you're using the virtual name/IP that will get
routed onto the actual AR Servers. Configure your load balancer to poll
each AR Server every 15 seconds or so to make sure they're still up so
that it can automatically re-route users if one node goes down. It will
need to use the TCP port configured on your AR Servers for the poll.
Your source AR Server will simply see the load balancer as a regular
destination AR Server for DSO.

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Thursday, April 03, 2008 6:49 AM
To: arslist@ARSLIST.ORG
Subject: Server Groups

 

Hello All,

 

I need to DSO data to a new build of a Remedy system that will have 2
application servers with a load balancer in front of them. I have two
questions:

*   Do I use the machine name and IP address for the load balancer
or the primary DOS server?
*   If I used machine name and IP address for the primary server,
how do we simulate a test when the primary server is down?

 

This new system is UNIX, ARS 7.01 patch4, Oracle 10g.

 

*   Thanks,

 

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk: 813-348-2556 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall Yahoo IM 

 


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Re: Incoming emails building up and crashing email engine.

2008-04-03 Thread npeterson

I appreciate the reply, sorry for my ignorance but I just can’t figure out
where to set up the Archive Delete. Can you point me to this area of the
application?
Thanks.

Brittain, Mark wrote:

I only retain incoming error email for three days by running an
Archive Delete from Source on the Email Messages form. That should do it
for you. I run this once a day. If I remember correctly you have to
space the archives at least an hour apart.

I am on ARS 6.3 but I would think this should be the same.

Good Luck
Mark

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of npeterson
Sent: Wednesday, April 02, 2008 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Incoming emails building up and crashing email engine.

I am running ARS 7, and have it set up to receive incoming emails. What
has
been going on is that when I look in the AR System Email Message I can
see
that the incoming emails are building up, but never removing themselves.
After a large amount has built up the incoming email system quits
accepting
these messages and incidents are no longer created off of the incoming
emails. If I delete what is in there and then restart the email service,
all
pending emails are received and all incident are created. If I daily
open up
AR System Email Messages and delete all incoming messages there is no
problem. When or Remedy consultants were out here I think I saw them
work on
a form that should purge these incoming emails on a defined schedule,
however I cannot find that form. Can anyone comment on my issue, and
help me
find that form name?

Thanks

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Re: Remedy Code Backup

2008-04-03 Thread Hall Chad - chahal

Use aradmin.exe from the command line to perform definition backups in a
Windows scheduled task. For example:

 

c:\program files\ar system\admin\aradmin.exe -x server_name -u
user_name -p password -o error_log_file.log -e definition_file.def

 

Chad Hall  
(501) 342-2650



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sugavanam K K
Sent: Thursday, April 03, 2008 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Code Backup

 

Hi ALL,

 

One of my friend has a requirement on the Remedy Code Backup. The
requirement is that he needs to schedule a job on a weekly basics to
just take code back not the data (tickets) in the system. 

 

FYI ..  They are not using any source control on the system. 

 

Please advice if any one has any idea on this. 

 

Regards,

Sugan

 



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Re: Incoming emails building up and crashing email engine.

2008-04-03 Thread Grooms, Frederick W

We do it with a straight simple Escalation that runs each day at 1 AM 

Run If:   
  ( 'Create Date'  ($TIMESTAMP$ - (4 * 86400))) AND ( 'Message Type' =
Incoming)   
Run Process Action:   
  Application-Delete-Entry $SCHEMA$  $Email ID$   

Fred



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of npeterson
Sent: Thursday, April 03, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incoming emails building up and crashing email engine.

I appreciate the reply, sorry for my ignorance but I just can't figure
out where to set up the Archive Delete. Can you point me to this area of
the application?
Thanks.


Brittain, Mark wrote:
 
 I only retain incoming  error email for three days by running an 
 Archive Delete from Source on the Email Messages form. That should do 
 it for you. I run this once a day. If I remember correctly you have to

 space the archives at least an hour apart.
 
 I am on ARS 6.3 but I would think this should be the same.
 
 Good Luck
 Mark
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of npeterson
 Sent: Wednesday, April 02, 2008 11:31 AM
 To: arslist@ARSLIST.ORG
 Subject: Incoming emails building up and crashing email engine.
 
 I am running ARS 7, and have it set up to receive incoming emails. 
 What has been going on is that when I look in the AR System Email 
 Message I can see that the incoming emails are building up, but never 
 removing themselves.
 After a large amount has built up the incoming email system quits 
 accepting these messages and incidents are no longer created off of 
 the incoming emails. If I delete what is in there and then restart the

 email service, all pending emails are received and all incident are 
 created. If I daily open up AR System Email Messages and delete all 
 incoming messages there is no problem. When or Remedy consultants were

 out here I think I saw them work on a form that should purge these 
 incoming emails on a defined schedule, however I cannot find that 
 form. Can anyone comment on my issue, and help me find that form name?
 
 Thanks
 
 np
 
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Re: Remedy Code Backup

2008-04-03 Thread Rick Cook

Well, you could run an automated limited DB backup of just the AR System
metatables.  Wouldn't be hard to figure out which ones they are, if you
understand the structure of the file names at the DB level.  Others have
reported running non-DB backups from the command line - search the archives
and you should find them.

Rick

On Thu, Apr 3, 2008 at 8:18 AM, Sugavanam K K [EMAIL PROTECTED] wrote:

 ** Hi ALL,

 One of my friend has a requirement on the Remedy Code Backup. The
 requirement is that he needs to schedule a job on a weekly basics to just
 take code back not the data (tickets) in the system.

 FYI ..  They are not using any source control on the system.

 Please advice if any one has any idea on this.

 Regards,
 Sugan

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Error when saving ar.cfg: No Permission

2008-04-03 Thread Gary Opela (Corporate)

I am trying to change submitter mode to locked on a new remedy install.
I keep getting an error stating I do not have write permission to
ar.cfg. 

I went to the server, and validated that ar.cfg does indeed have
permissions on it for the user that arserver.exe is running under. 

This server is not yet licensed, do you think this might be the issue?

 

 

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company

 


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Re: Runaway filter SOLVED

As several people suggested, the problem seemed to be in the Run If of 
'TR.Status' = Completed causing an endless loop.

That would only make sense if the filter were setting the value to Completed, 
but all it is doing is sending an email.

But I changed Run If to 'Status' = Completed AND 'DB.Status != 
Completed, and that seems to have fixed it.  I don't understand WHY it fixed 
it, but is seems to have done so.

Thanks everyone,
Dwayne Martin

 Original message 
Date: Mon, 24 Mar 2008 13:15:14 -0400 (EDT)
From: Dwayne Martin [EMAIL PROTECTED]  
Subject: Re: Runaway filter  
To: arslist@ARSLIST.ORG

All the emails go to the same person, the assignee.

Another things that puzzles me; why is Send Message set to No?  I'm glad 
it is or the poor assignee would have actually gotten those 100 emails.

Dwayne

 Original message 
Date: Mon, 24 Mar 2008 11:55:29 -0500
From: Opela, Gary L Contr OC-ALC/ITMA [EMAIL PROTECTED]  
Subject: Re: Runaway filter  
To: arslist@ARSLIST.ORG

Thad is correct. If you put a numerical value in the assigned to field,
and you send an email to $assigned to$, then everyone that has the group
name that translates to that group ID will receive the email.

I've seen this happen a few times, thankfully users would generally put
a '1' in the assigned to field, so only members of the administrator
group would receive an email.

It is advisable to put some kind of checking on the filter side on your
fields like this to avoid it.

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

RSP Certified

Leader Communications, Inc.

405 736 3211


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser
Sent: Monday, March 24, 2008 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Runaway filter

**
Gary beat me to it, but your first issue is using the TR value.  Don't.

Also, I seem to recall reading that if you put a dash/hyphen in the
To: field (or was it a 0), it would send the email to all users.  I've
never experienced this, so I'm a little light on the details, but maybe
somebody else could expound on it.  That seems to match your symptom of
sending emails to an unexpectedly high number of users.

Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach



Dwayne Martin [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG

03/24/2008 08:44 AM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc
Subject
Re: Runaway filter






Thanks, William,

We did have the problem of duplicate emails before upgrading to 7.1, but
that was just two, or once in a great while, three copies.  This is
about 100, followed by a core dump.

Yes, we did rename Status to Remedy Status to keep it separate from
the other Statuses.  Maybe that has something to do with it.

Dwayne

 Original message 
Date: Mon, 24 Mar 2008 09:58:10 -0500
From: William Rentfrow [EMAIL PROTECTED]  
Subject: Re: Runaway filter  
To: arslist@ARSLIST.ORG

I'm not sure how you are setup to send messages - specifically how your
workflow is structured to email the person - but there was a bug in
earlier versions of 7.x (prior to 7.1) where users would occassionally
multiple copies of emails.  This sounds like something similar.

One thing to check though - did you rename the core Status field to
something else?  You could be causing some internal workflow conflicts.

William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of
Dwayne Martin
Sent: Mon 3/24/2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Runaway filter



Hello Everyone,

Here is a problem that you would expect on Halloween, not Easter.  It
appeared on Friday, and now has disappeared.

We have a Request form, with a filter that emails the assignee
whenever the Status changes to Completed.  (Status is a regular
char field, not the core Status.)  We also have an Authorization
sub-file form which allows special people to authorize or reject the
request.

On Friday it suddenly happened that whenever I created an
Authorization entry, or Authorized or Rejected an entry, the system
hung for about ten seconds, created a core dump, and churned about a
hundred AR System Email Messages entries to the assignee saying that the
Request had been closed.  Fortunately Send email was set to No so
nobody got flooded with the emails.

This happened in both our test and live ARS Systems, but it would
happen to some entries, not others.  The ones it happened to seemed to
have no characteristics distinguishing them from those it didn't' happen
to.  The filter runs if TR.Status = Completed.  Some of the offending
entries were already Completed, and some weren't.  Creating
Authorization entries or Authorizing or Rejecting them shouldn't have
triggered the filter at all, let alone

BMC Support login

2008-04-03 Thread Rick Cook

My BMC Support login doesn't appear to work - anyone else having this
issue?  NOT having this issue?  Like to know if it's just a personal problem
or something more endemic.

Rick

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Re: BMC Support login

Rick,

I have no problem logging in.

Dwayne Martin
James Madison University

 Original message 
Date: Thu, 3 Apr 2008 09:14:59 -0700
From: Rick Cook [EMAIL PROTECTED]  
Subject: BMC Support login  
To: arslist@ARSLIST.ORG

   ** My BMC Support login doesn't appear to work -
   anyone else having this issue?  NOT having this
   issue?  Like to know if it's just a personal problem
   or something more endemic.

   Rick
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Re: BMC Support login

2008-04-03 Thread Warren Baltimore

Rick...Mine is working.

Warren


On 4/3/08, Rick Cook [EMAIL PROTECTED] wrote:

 ** My BMC Support login doesn't appear to work - anyone else having this
 issue?  NOT having this issue?  Like to know if it's just a personal problem
 or something more endemic.

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




-- 
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University
of Washington, or the State of Washington.  They are my own.

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Re: BMC Support login

2008-04-03 Thread Rick Cook

Well, I'm glad to hear it.  For me, it doesn't even recognize that I exist
when I clicked the Forgot my password (which I didn't) link.  Got a
message saying that my email address was invalid or unrecognized.

This isn't good...

Rick

On Thu, Apr 3, 2008 at 9:20 AM, Warren Baltimore [EMAIL PROTECTED]
wrote:

 ** Rick...Mine is working.

 Warren


 On 4/3/08, Rick Cook [EMAIL PROTECTED] wrote:
 
  ** My BMC Support login doesn't appear to work - anyone else having this
  issue?  NOT having this issue?  Like to know if it's just a personal problem
  or something more endemic.
 
  Rick
  __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
  html___
 



 --
 Warren R. Baltimore II
 Remedy Developer
 UW Medicine IT Services
 School of Medicine
 University of Washington
 Box 358220
 1325 Fourth Ave, Suite 2000
 Seattle, WA 98101

 The opinions expressed in this e-mail are in no way those of the
 University of Washington, or the State of Washington.  They are my own.
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New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

2008-04-03 Thread William Rentfrow

The AREA LDAP connector was not working for us.  This was in an
environment with 3 logical servers on 1 physical Solaris server.  All
servers were separate installs (had their own database, etc).  AREA LDAP
worked on one server but not the others and everything was configured
correctly.

Support confirmed today that the new Java API plugin is causing the
problem.  This plugin is NOT used in the any of the base product/OOB
apps and so it can safely be disabled.
 
We commented out the Java plugin startup line in the armonitor.conf and
AREA LDAP started working.
 
Kudos to Max at BMC tech support for this.
 
I do not know how many platforms are affected beyond Solaris - but if
you're having problems with AREA LDAP you may want to disable the java
api plugin and see what happens.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

2008-04-03 Thread strauss

If that is the plugin that gets logged in the new (to me)
arjavaplugin.log, then in fact it is used by the SLM 7.1 application to
attach service targets and milestones to Incidents.  When I applied
patch 002 to ARS 7.1.00.001 using the file replacement method, it
stopped working and started throwing startup port errors, and so did SLM
(stop working).  I had to run the patch 002 installer on the AR server
to get it to start working correctly again.  I did not notice any
problems with the LDAP authentication during that timeframe (28 Feb to
14 March - we would have noticed), only with SLM.  This is on Win2K3
x64, though, so the bug might be platform-specific.

 

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing  IT Center

http://itsm.unt.edu/ http://itsm.unt.edu/ 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Thursday, April 03, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

 

** 

The AREA LDAP connector was not working for us.  This was in an
environment with 3 logical servers on 1 physical Solaris server.  All
servers were separate installs (had their own database, etc).  AREA LDAP
worked on one server but not the others and everything was configured
correctly.


Support confirmed today that the new Java API plugin is causing the
problem.  This plugin is NOT used in the any of the base product/OOB
apps and so it can safely be disabled.

 

We commented out the Java plugin startup line in the armonitor.conf and
AREA LDAP started working.

 

Kudos to Max at BMC tech support for this.

 

I do not know how many platforms are affected beyond Solaris - but if
you're having problems with AREA LDAP you may want to disable the java
api plugin and see what happens.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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html___ 


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Re: How to know when a table is full ??

2008-04-03 Thread Matt Reinfeldt

Tadeu,

 

Weve done this in the past by:

· Creating a View Form that overlays the arschema table

· Create a Display-Only form with a Table Field that pulls in the
Form Name and Schema ID of each data-holding or regular form

· Add a button that then does a table-walk, executing a direct sql
for each row in the table, setting the value of a third column (Total
Rows) to the result of: select count(*) from Tschemaid;

Thats it J

 

Enjoy.

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tadeu Augusto Dutra Pinto
Sent: Thursday, April 03, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: How to know when a table is full ??

 

** 

Hi All.

 

How could I execute a command to get the quantity of records in a table?

 

Our test environment has not license ... and because of this we have a limit
of 2k records for each table...

I'd like to know when my table is full (i.e. if there is with 2k
records)

 

Is there some way for me obtain this feature through an workflow object
(Filter , AL , etc...) ???

 

P.S.: I've thought in to execute a Direct SQL command ... but this action
doesn't return nothing...

 

 

Can somebody help me?

 

 

 

Thankx-in-advance!

 

 

Tadeu Augusto Dutra Pinto

-

IT Web Services ATM 

Cinq Technologies

 
https://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.b
r/ http://www.cinq.com.br 

 mailto:[EMAIL PROTECTED] [EMAIL PROTECTED]

Fone: 41 3018-2833 - Cinq

Fone: 41 2107-5736 - HSBC Outsourcing

-

Confiabilidade, Inovação e Qualidade em T.I.

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How to know when a table is full ??

2008-04-03 Thread Tadeu Augusto Dutra Pinto

Hi All.
 
How could I execute a command to get the quantity of records in a table?
 
Our test environment has not license ... and because of this we have a limit of 
2k records for each table...
I'd like to know when my table is full (i.e. if there is with 2k records)
 
Is there some way for me obtain this feature through an workflow object (Filter 
, AL , etc...) ???
 
P.S.: I've thought in to execute a Direct SQL command ... but this action 
doesn't return nothing...
 
 
Can somebody help me?
 
 
 
Thankx-in-advance!
 
 
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
https://webmail.cinq.com.br/exchweb/bin/redir.asp?URL=http://www.cinq.com.br/ 
 
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.

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Re: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

2008-04-03 Thread William Rentfrow

Nope.  Not yet.

Support has confirmed the java plugin is causing the failure but not why
- yet.  They will be issuing a bug/issue # when done.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, April 03, 2008 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001


** Can you share the technical reason for the failure?

Thanks,
Axton Grams


On Thu, Apr 3, 2008 at 1:46 PM, William Rentfrow
[EMAIL PROTECTED] wrote:


** 
The AREA LDAP connector was not working for us.  This was in an
environment with 3 logical servers on 1 physical Solaris server.  All
servers were separate installs (had their own database, etc).  AREA LDAP
worked on one server but not the others and everything was configured
correctly.


Support confirmed today that the new Java API plugin is causing
the problem.  This plugin is NOT used in the any of the base product/OOB
apps and so it can safely be disabled.
 
We commented out the Java plugin startup line in the
armonitor.conf and AREA LDAP started working.
 
Kudos to Max at BMC tech support for this.
 
I do not know how many platforms are affected beyond Solaris -
but if you're having problems with AREA LDAP you may want to disable the
java api plugin and see what happens.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the
Answers Are html___ 


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Re: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

Can you share the technical reason for the failure?

Thanks,
Axton Grams

On Thu, Apr 3, 2008 at 1:46 PM, William Rentfrow [EMAIL PROTECTED]
wrote:

 ** The AREA LDAP connector was not working for us.  This was in an
 environment with 3 logical servers on 1 physical Solaris server.  All
 servers were separate installs (had their own database, etc).  AREA LDAP
 worked on one server but not the others and everything was configured
 correctly.

 Support confirmed today that the new Java API plugin is causing the
 problem.  This plugin is NOT used in the any of the base product/OOB appsand 
 so it can safely be disabled.

 We commented out the Java plugin startup line in the armonitor.conf and
 AREA LDAP started working.

 Kudos to Max at BMC tech support for this.

 I do not know how many platforms are affected beyond Solaris - but if
 you're having problems with AREA LDAP you may want to disable the java api
 plugin and see what happens.

 William Rentfrow, Principal Consultant
 [EMAIL PROTECTED]
 C 701-306-6157
 O 952-432-0227

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

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Re: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

2008-04-03 Thread William Rentfrow

I just checked and Service Targets/milestones appear to be attaching
correctly.

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, April 03, 2008 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

** 

If that is the plugin that gets logged in the new (to me)
arjavaplugin.log, then in fact it is used by the SLM 7.1 application to
attach service targets and milestones to Incidents.  When I applied
patch 002 to ARS 7.1.00.001 using the file replacement method, it
stopped working and started throwing startup port errors, and so did SLM
(stop working).  I had to run the patch 002 installer on the AR server
to get it to start working correctly again.  I did not notice any
problems with the LDAP authentication during that timeframe (28 Feb to
14 March - we would have noticed), only with SLM.  This is on Win2K3
x64, though, so the bug might be platform-specific.

Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing  IT Center

http://itsm.unt.edu/ http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Thursday, April 03, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: New Java plugin/AREA LDAP bug confirmed in 7.1 patch 001

** 

The AREA LDAP connector was not working for us.  This was in an
environment with 3 logical servers on 1 physical Solaris server.  All
servers were separate installs (had their own database, etc).  AREA LDAP
worked on one server but not the others and everything was configured
correctly.

Support confirmed today that the new Java API plugin is causing the
problem.  This plugin is NOT used in the any of the base product/OOB
apps and so it can safely be disabled.

We commented out the Java plugin startup line in the armonitor.conf and
AREA LDAP started working.

Kudos to Max at BMC tech support for this.

I do not know how many platforms are affected beyond Solaris - but if
you're having problems with AREA LDAP you may want to disable the java
api plugin and see what happens.

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

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

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Re: A tale of two servers (Oracle inconsistency with LOB's)

2008-04-03 Thread J.T. Shyman

When I see something like this the DBA in me starts pacing in my brain.

 

A few things I would check:

 

1.   Indexing. Since the QA system is the slower one I'd wonder if a
large number of records had been added to this field and then deleted,
perhaps over time, and that caused the index(es) to be of lower utility than
they should be. Ask the DBA, if it isn't yourself, to rebuild the index(es)
on that table and try the test again.

2.   Physical disk issues. The hardware may be the same but that doesn't
mean one server can't have a bad disk, NIC, etc.

3.   Performance on the Oracle server during the process. The Oracle
Enterprise Manager can highlight a large number of performance drains.
Perhaps the QA server has got some that the Dev server doesn't?

 

--- J.T. Shyman

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Thursday, April 03, 2008 1:56 PM
To: arslist@ARSLIST.ORG
Subject: A tale of two servers (Oracle inconsistency with LOB's)

 

It was the best of times, it was the worst of times

It was the age of fast LOB updates in one instance of Oracle and slow LOB
updates in another - yet they are supposed to be identical builds.

 

These servers: ARS 7.01 patch 001 on Solaris logical machines - not using
portmapper.  Build includes AE, Email engine, IM 7.03. SLM 7.1, CMDB 2.1
(and associated required elements).

 

The servers have the same firewall configuration.

The servers have the same database platform, etc.

The Veritas file system has the fast oracle option set (whatever the
option is exactly) on both.

 

Here are portions of the same SQL commands from the the two servers:

 

These lines of code execute in sequence saving an Incident.  Notice the
difference in gaps between lines 5-6 and 11-12 in these two.  The response
time is drastically different (approximately 0.16 seconds vs. 1.4956
seconds) .  There are a total of 11 different spots where this happens
during an incident save and the gap ranges up to nearly 3 seconds in the
slow server.  This means a total of 8 seconds to save on one server and 46
seconds to do the save on the other.

Please note: Table names in Remedy are generated and named dynamically and
may not match between systems.  Even though T580 and T571 do not have the
same names they do have the exact same structure, etc.

 

(Dev)

Thu Apr 03 2008 10:23:39.1581 */UPDATE T580 SET C105892 = EMPTY_CLOB()
WHERE C1 = '0001873'
Thu Apr 03 2008 10:23:39.1601 */OK
Thu Apr 03 2008 10:23:39.1601 */SELECT C105892 FROM T580 WHERE C1 =
'0001873' FOR UPDATE
Thu Apr 03 2008 10:23:39.1621 */OK
Thu Apr 03 2008 10:23:39.1622 */Set LOB into the above row ...
Thu Apr 03 2008 10:23:39.3288 */OK
Thu Apr 03 2008 10:23:39.3290 */UPDATE T580 SET C105893 = EMPTY_CLOB()
WHERE C1 = '0001873'
Thu Apr 03 2008 10:23:39.3320 */OK
Thu Apr 03 2008 10:23:39.3321 */SELECT C105893 FROM T580 WHERE C1 =
'0001873' FOR UPDATE
Thu Apr 03 2008 10:23:39.3345 */OK
Thu Apr 03 2008 10:23:39.3345 */Set LOB into the above row ...
Thu Apr 03 2008 10:23:39.4890 */OK

 

(QA)
Mon Mar 31 2008 14:52:18.6192 */UPDATE T571 SET C105892 = EMPTY_CLOB()
WHERE C1 = '480'
Mon Mar 31 2008 14:52:18.6247 */OK
Mon Mar 31 2008 14:52:18.6253 */SELECT C105892 FROM T571 WHERE C1 =
'480' FOR UPDATE
Mon Mar 31 2008 14:52:18.6280 */OK
Mon Mar 31 2008 14:52:18.6286 */Set LOB into the above row ...
Mon Mar 31 2008 14:52:20.1242 */OK
Mon Mar 31 2008 14:52:20.1251 */UPDATE T571 SET C105893 = EMPTY_CLOB()
WHERE C1 = '480'
Mon Mar 31 2008 14:52:20.1289 */OK
Mon Mar 31 2008 14:52:20.1295 */SELECT C105893 FROM T571 WHERE C1 =
'480' FOR UPDATE
Mon Mar 31 2008 14:52:20.1324 */OK
Mon Mar 31 2008 14:52:20.1330 */Set LOB into the above row ...
Mon Mar 31 2008 14:52:21.6201 */OK

 

Anyone have any idea what could be different?

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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Re: How to know when a table is full ??

You could also try creating an active link or filter that runs on Submit, and 
does an sql query of the db.  Something like select count(*) from form_name.

It would put this value into a display-only integer field.

Then a following filter would run if the integer field  1990 and say, 
Warning!  You are at integer records.

Dwayne Martin
James Madison University

 Original message 
Date: Thu, 3 Apr 2008 13:11:47 -0500
From: Matt Reinfeldt [EMAIL PROTECTED]  
Subject: Re: How to know when a table is full ??  
To: arslist@ARSLIST.ORG

   **  

   Tadeu,



   We've done this in the past by:

   · Creating a View Form that overlays the
   `arschema' table

   · Create a Display-Only form with a Table
   Field that pulls in the Form Name and Schema ID of
   each `data-holding' or `regular' form

   · Add a button that then does a table-walk,
   executing a direct sql for each row in the table,
   setting the value of a third column (`Total Rows')
   to the result of: select count(*) from Tschemaid;

   That's it... J



   Enjoy.



   Matt R.



   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] On Behalf Of Tadeu
   Augusto Dutra Pinto
   Sent: Thursday, April 03, 2008 1:01 PM
   To: arslist@ARSLIST.ORG
   Subject: How to know when a table is full ??



   **

   Hi All.



   How could I execute a command to get the quantity of
   records in a table?



   Our test environment has not license ... and because
   of this we have a limit of 2k records for each
   table...

   I'd like to know when my table is full (i.e. if
   there is with 2k records)



   Is there some way for me obtain this feature through
   an workflow object (Filter , AL , etc...) ???



   P.S.: I've thought in to execute a Direct SQL
   command ... but this action doesn't return
   nothing...





   Can somebody help me?







   Thankx-in-advance!





   Tadeu Augusto Dutra Pinto

   -

   IT Web Services ATM

   Cinq Technologies

   http://www.cinq.com.br 

   [EMAIL PROTECTED]

   Fone: 41 3018-2833 - Cinq

   Fone: 41 2107-5736  - HSBC Outsourcing

   -

   Confiabilidade, Inovação  e Qualidade  em T.I.

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Web Services Namespace

2008-04-03 Thread Frank Caruso

ARS 6.3p20 Solaris/Sybase

Having trouble consuming a web service. Remedy produces an envelope
that looks like this:

soapenv:Envelope
xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/;
xmlns:xsd=http://www.w3.org/2001/XMLSchema;
xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance;
soapenv:Body
   getAssetByElementId xmlns=http://servicesadsadasds.asadsal.com/;
xmlns:xsd=http://www.w3.org/2001/XMLSchema;
xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance;
licenseKey
licensesadasdasdaddadasd/license
/licenseKey
elementId58087/elementId
/getAssetByElementId /soapenv:Body
/soapenv:Envelope

Using a SOAP testing tool I get an envelope like this:

soapenv:Envelope
xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/;
xmlns:ser=http://services.sadasdasdas.com/;
   soapenv:Header/
   soapenv:Body
  ser:getAssetByElementId
 licenseKey
licensessdsdsdsdsd/license
 /licenseKey
 elementId58087/elementId
  /ser:getAssetByElementId
   /soapenv:Body
/soapenv:Envelope

The second format works but Remedy's fails with:
ARERR [9130] An exception occurred from the WebService class :
java.lang.RuntimeException: Error in request: cvc-complex-type.2.4.a:
Invalid content was found starting with element 'licenseKey'. One of
'{:licenseKey, :elementId}' is expected.

After discussions with the group that created the service they found
the issue to be with the ser:getAssetByElementId tag. If Remedy
could put the ser in the  getAssetByElementId tag it would work.

I cannot see any way of manipulating what XML Remedy produces but was
hoping someone had some thoughts?

Thank you

Frank

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Spell Check window opening behind Remedy form

Dear List,

We implemented spell checking using the “Sample:SpellCheck” active link as a 
pattern.  It works fine in XP/Office 2003.  But in Vista/Office 2007 the Spell 
Check window opens behind the Remedy form, and we have to minimize the form to 
see it.

Anybody else run into this, or know how to fix it?

(ARS 7.1, RH Linux server)

Dwayne Martin
James Madison University

Re: RKM 7.2 - Anyone integrated it with ITSM?

2008-04-03 Thread Pierson, Shawn

I disagree with the easy to install part.  I'm working on it now, and
BMC Support is stumped.  The files are there and the /rkm directory
shows up in Tomcat, but it won't start, and doesn't give any errors
explaining what is wrong.

It is probably easy to install in certain conditions, but in my case
it's presenting some major problems.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Consultant Al
Sent: Thursday, April 03, 2008 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Hi Jennifer/ all,

Fully agree with you haven't seen a BMC product so easy to install..they
have done a good job on that front.


I have an issue with the Authentication method as Remedy, it just
doesn't
authenticate, also I would like to integrate it with a custom
Application
and if the authentication itself doesn't work I can't proceed  :)

It works fine when authentication is none or integrated but when I
use
authentication as Remedy it always pops up the login screen and it won't
accept the credentials :(

Any suggestions?

Regards,

Alty



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jennifer Meyer
Sent: Wednesday, April 02, 2008 1:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Alty,

RKM 7.2 is very robust and surprisingly easy to install.  It is fully
ITSM
integrated, and the integration process is exactly like the 6 and 7
versions.  If you've ever installed RKM before, you'll have no problems.

I had one issue with the war file because we have a lot of entries in
our
company menu, and it confused RKM to deal with so many operating
companies.

BMC got a new war file out to me in about a week's time, which fixed the
issue completely.

Jennifer Meyer
Data Manager
Mystikal Solutions


From: Action Request System discussion list(ARSList) on behalf of
Consultant
Al
Sent: Tue 01-Apr-08 12:37
To: arslist@ARSLIST.ORG
Subject: RKM 7.2 - Anyone integrated it with ITSM?



This is a multipart message in MIME format.

--=_NextPart_000_0028_01C89444.BDDE5250
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit

Hi all,



Has anyone started using RKM 7.2 in a productive Envt? Also has it been
integrated with Remedy ITSM and are they any known issues while
integrating?



Regards,

Alty








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charset=us-ascii
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**
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xmlns:o=3Durn:schemas-microsoft-com:office:office =
xmlns:w=3Durn:schemas-microsoft-com:office:word =
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body lang=3DEN-US link=3Dblue vlink=3Dpurple

div class=3DSection1

p class=3DMsoNormalHi all,o:p/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

p class=3DMsoNormalHas anyone started using RKM 7.2 in a productive =
Envt? Also has
it been integrated with Remedy ITSM and are they any known issues while
integrating?o:p/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

p class=3DMsoNormalRegards,o:p/o:p/p

p class=3DMsoNormalAltyo:p/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

p class=3DMsoNormalo:pnbsp;/o:p/p

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/body

/html
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Re: Spell Check window opening behind Remedy form

More info:

We have a user with Office 2007 on an XP machine, and it works OK.  This 
suggests that the problem is with Vista.

Dwayne

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---BeginMessage---
Dear List,

We implemented spell checking using the “Sample:SpellCheck” active link as a 
pattern.  It works fine in XP/Office 2003.  But in Vista/Office 2007 the Spell 
Check window opens behind the Remedy form, and we have to minimize the form to 
see it.

Anybody else run into this, or know how to fix it?

(ARS 7.1, RH Linux server)

Dwayne Martin
James Madison University
---End Message---

Re: RKM 7.2 - Anyone integrated it with ITSM?

2008-04-03 Thread strauss

In my case it has taken at least one webex to perform various
housekeeping and configuration tasks that the installer fails to do (and
are largely undocumented) for each version and patch of RKM/KMR that has
ever been released.  There are really only two people who can help you -
Darren at RKM and Carrie in support.  I still have a couple of issues
open on 7.2 right now.  Still, 7.2 is the best release yet - my
knowledge manager is overall very pleased with it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, April 03, 2008 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

I disagree with the easy to install part.  I'm working on it now, and
BMC Support is stumped.  The files are there and the /rkm directory
shows up in Tomcat, but it won't start, and doesn't give any errors
explaining what is wrong.

It is probably easy to install in certain conditions, but in my case
it's presenting some major problems.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Consultant Al
Sent: Thursday, April 03, 2008 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Hi Jennifer/ all,

Fully agree with you haven't seen a BMC product so easy to install..they
have done a good job on that front.


I have an issue with the Authentication method as Remedy, it just
doesn't
authenticate, also I would like to integrate it with a custom
Application
and if the authentication itself doesn't work I can't proceed  :)

It works fine when authentication is none or integrated but when I
use
authentication as Remedy it always pops up the login screen and it won't
accept the credentials :(

Any suggestions?

Regards,

Alty



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jennifer Meyer
Sent: Wednesday, April 02, 2008 1:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Alty,
 
RKM 7.2 is very robust and surprisingly easy to install.  It is fully
ITSM
integrated, and the integration process is exactly like the 6 and 7
versions.  If you've ever installed RKM before, you'll have no problems.
 
I had one issue with the war file because we have a lot of entries in
our
company menu, and it confused RKM to deal with so many operating
companies.
 
BMC got a new war file out to me in about a week's time, which fixed the
issue completely.
 
Jennifer Meyer
Data Manager
Mystikal Solutions


From: Action Request System discussion list(ARSList) on behalf of
Consultant
Al
Sent: Tue 01-Apr-08 12:37
To: arslist@ARSLIST.ORG
Subject: RKM 7.2 - Anyone integrated it with ITSM?



This is a multipart message in MIME format.

--=_NextPart_000_0028_01C89444.BDDE5250
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit

Hi all,



Has anyone started using RKM 7.2 in a productive Envt? Also has it been
integrated with Remedy ITSM and are they any known issues while
integrating?



Regards,

Alty








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xmlns=3Dhttp://www.w3.org/TR/REC-html40;

head
meta http-equiv=3DContent-Type content=3Dtext/html; =
charset=3Dus-ascii
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 o:shapedefaults

Re: Weird field ID issue

I had that issue once many years ago.. I do not know why it was caused but I
am guessing it happened at the time I tried to delete that field and it
wasn't successfully deleted.. it was not seen from the Admin tool but I
could still see it in the T table and there was a row in the fields table
referring to it. Luckily I didn't have any workflow attached to that field
so my cleanup process was simple at db level..

If you didn't attempt deleting that field, maybe you did attempt modifying
it, and the operation was not complete due to a timeout?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
  Sent: Thursday, April 03, 2008 1:47 PM
  To: arslist@ARSLIST.ORG
  Subject: Weird field ID issue


  **
  Listers,

  I’m not entirely sure if this is an ARS issue or a SQL issue
but we’re having problems with one of our stored procedures.  Back before
any of us had any idea what we were doing in Remedy, one of our guys created
a stored procedure to handle archiving.  Basically just a select  insert 
then drop.  He also created an unarchive stored procedure in case anyone
wanted to get an incident out of the archive form.  One of my analysts tried
to unarchive a ticket today and encountered the following error: “ARERR
[552] Failure during SQL operation to the database : Insert Error: Column
name or number of supplied values does not match table definition. (SQL
Server 213)”



  I opened enterprise manager and generated a SQL script for the
archive_incident and incident forms to make sure they matched up (my normal
course of action when one of these operations fails) and everything appeared
to match up, but at the bottom of the scripts, this is what I saw.  On the
incident script: [C536870918] [varchar] (30) COLLATE
SQL_Latin1_General_CP1_CI_AS NULLOn the
Archive_Incident script: [C536870918Z] [varchar] (30) COLLATE
SQL_Latin1_General_CP1_CI_AS NULL



  I’m at a total loss where that Z came from.  This stored procedure has
worked on several occasions with the only issue being a need for reordering
of the columns if someone made a change to one form but not the other.  I’ve
never seen the name of a column change however.  When I log into the
administrator tool, and click on the field in question, the Database ID
matches on both forms.



  I tried googling for help, but apparently my googlefu is weak.  Anyone
encountered something like this before or have an idea of how to fix it?



  Thanks much,



  Michael A. McManus, SSgt, USAF

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6:36 PM

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Re: RKM 7.2 - Anyone integrated it with ITSM?

I haven't yet used or upgraded ours to 7.2, but version 7.1 seemed pretty
simple once I had some of the initial problems cleaned up using a little
help from both Remedy Support and then later from Right Answers when we did
an integration with Right Answers packs..

There are some outstanding issues that I do have with Remedy Support that
have gone down as software bugs. They deal with security with the
authentication cookie not being killed after closing the Windows user tool,
display of top solutions from Right Answers, etc.

But other than that I have so far had no issues with authentication etc..

But then again I am not yet on 7.2 which I hear is a slightly different
beast from 7.1...

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Thursday, April 03, 2008 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?


In my case it has taken at least one webex to perform various housekeeping
and configuration tasks that the installer fails to do (and are largely
undocumented) for each version and patch of RKM/KMR that has ever been
released.  There are really only two people who can help you - Darren at RKM
and Carrie in support.  I still have a couple of issues open on 7.2 right
now.  Still, 7.2 is the best release yet - my knowledge manager is overall
very pleased with it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Thursday, April 03, 2008 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

I disagree with the easy to install part.  I'm working on it now, and BMC
Support is stumped.  The files are there and the /rkm directory shows up in
Tomcat, but it won't start, and doesn't give any errors explaining what is
wrong.

It is probably easy to install in certain conditions, but in my case it's
presenting some major problems.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Consultant Al
Sent: Thursday, April 03, 2008 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Hi Jennifer/ all,

Fully agree with you haven't seen a BMC product so easy to install..they
have done a good job on that front.


I have an issue with the Authentication method as Remedy, it just doesn't
authenticate, also I would like to integrate it with a custom Application
and if the authentication itself doesn't work I can't proceed  :)

It works fine when authentication is none or integrated but when I use
authentication as Remedy it always pops up the login screen and it won't
accept the credentials :(

Any suggestions?

Regards,

Alty



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jennifer Meyer
Sent: Wednesday, April 02, 2008 1:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.2 - Anyone integrated it with ITSM?

Alty,

RKM 7.2 is very robust and surprisingly easy to install.  It is fully ITSM
integrated, and the integration process is exactly like the 6 and 7
versions.  If you've ever installed RKM before, you'll have no problems.

I had one issue with the war file because we have a lot of entries in our
company menu, and it confused RKM to deal with so many operating companies.

BMC got a new war file out to me in about a week's time, which fixed the
issue completely.

Jennifer Meyer
Data Manager
Mystikal Solutions
No virus found in this outgoing message.
Checked by AVG.
Version: 7.5.519 / Virus Database: 269.22.4/1355 - Release Date: 4/1/2008
5:37 PM

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Re: Phone number formatting...

2008-04-03 Thread PS_Is_Fun

Not sure if you got what you needed yet, but here's a straight sql query to
do what you are asking:


Joe D'Souza wrote:
 
 In the intention to clean up the phone number information that is coming
 from a PeopleSoft database that has phone numbers in a practically free
 format I am trying to write a select statement so that all non numeric
 characters in the field will be eliminated.
 
 A sample of the phone data could be
 ###777.777. ext 
 777/777- Ext.
 777-777. X ///
 777.777. janes number!
 my number## 77 x
 +77 ,this is my number
 
 Think of any permutation of text and number you will find it in this
 database as its virtually free format character field
 
 My aim with a select statement is to get it clean enough and remove all
 the
 bold part to make it look like
 77 x 
 77 x 
 77 x 
 77 x 
 77 x 
 77 x 
 
 This is the SQL statement I wrote that got rid of most of the stuff BUT I
 am
 still wondering how I would able to exclude all alphabets with a single
 replace added to the already existing nest.. while converting every
 possible
 combination of ext Ext EXT etc to x..
 
 So far I have written
 select
 length(replace((replace((replace((replace((replace((replace((replace((replac
 e((replace(z_phone_altb,'+','')),
 '/','')),'-','')),'(','')),')','')),'!','')),'#','')),'*','')),',','')) as
 Width,
 replace((replace((replace((replace((replace((replace((replace((replace((repl
 ace(z_phone_altb,'+','')),
 '/','')),'-','')),'(','')),')','')),'!','')),'#','')),'*','')),',','') as
 Phone_altb from ps_z_** order by Width;
 
 (I was interested in width to see if there may be some numbers in a
 possible
 incorrect format (less than 10 or greater than 10 for USA and so on)
 
 This is the typical output I got from the above statement..
 777.777. ext 
 77 Ext.
 77. X 
 777.777. janes number
 my number 77 x
 77 this is my number
 
 I can remove the dots, no problem.. even did that, but then thought they
 might be useful till I took off all the Ext. or x. or ext. from the data
 and
 replaced that with x.. How do I get rid of all the other random alphabets
 while keeping the ext?? I thought of replacing ext with ?? but is there a
 single replace that I can write to get rid of everything in the range a to
 z
 and A to Z??
 
 Any ideas?
 
 Joe D'Souza
 No virus found in this outgoing message.
 Checked by AVG.
 Version: 7.5.518 / Virus Database: 269.21.7/1327 - Release Date: 3/12/2008
 1:27 PM
 
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http://www.nabble.com/file/p16429225/BadPhoneNbrs.sql BadPhoneNbrs.sql 
-- 
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What does it means :SYS_B_1 ?

2008-04-03 Thread Tadeu Augusto Dutra Pinto

Hi people,
 
I need to check some queries... but I'm having some problems with them...
 
How can I analyze this :
 
  
SELECT T57.C1,T57.C1,C8,C7,C536870919,C536870915,C536870916,C3,C53687
0914 FROM T57 WHERE ((T57.C536870968 = :SYS_B_0) AND
(T57.C536870941 = :SYS_B_1) AND (T57.C3  :SYS_B_2)) ORDER BY
:SYS_B_3 ASC 

 

I know that the values C_something are my fields on my form ... But how Can I 
interpret values such as :SYS_B_1, :SYS_B_2, :SYS_B_3 ???

 

Any tips will be appreciated!

 

P.S.: Thankx guys for reply on my other question..

 

Att,

 

Tadeu Augusto Dutra Pinto
-
IT Web Services ATM 
Cinq Technologies
http://www.cinq.com.br 
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736 - HSBC Outsourcing
-
Confiabilidade, Inovação e Qualidade em T.I.

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Resolved: Remedy JAVA api question

2008-04-03 Thread Matthew Kunkel

You hit the nail on the head.  When the OS was upgraded, the JVM was
also upgraded to 64 bit.  
 
Our infrastructure group is really pushing 64 bit, especially the
WebSphere folks.  With everything headed in that general direction, I
sure hope BMC starts releasing 64bit native server code.
 
Thanks for the help!
Matt



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, April 01, 2008 8:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: FW: Remedy JAVA api question


** Try using a 32-bit jvm.  I am not positive on this, but loading
32-bit native libraries using a 64-bit jvm may be the source of your
invalid magic number error.  I believe the compatiblity matrix for
mid-tier, fb, email, etc. all state that you must use a 32-bit jvm, I
assume for this reason.

http://www.ibm.com/developerworks/java/jdk/aix/j564/sdkguide.aix64.html

Axton Grams


On Tue, Apr 1, 2008 at 4:01 PM, Matthew Kunkel
[EMAIL PROTECTED] wrote:


** 
It's a 64 bit binary.  I was thinking that the ld_library_path
was wrong, but it does indeed reference the directory containing the
..a's
 
$ file /u/applic/wsadmin/WAS61/AppServer/java/bin/java
/u/applic/wsadmin/WAS61/AppServer/java/bin/java: 64-bit XCOFF
executable or object module not stripped
 
I apologize about the confusion earlier.  For some reason I have
it in my head this is on another platform, but it's AIX all the way.
 
Thanks,
Matt




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton

Sent: Tuesday, April 01, 2008 1:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: FW: Remedy JAVA api question


** If you run file against the java binary, what do you get
back?  e.g., 


[EMAIL PROTECTED] c]$ which java
/usr/bin/java
[EMAIL PROTECTED] c]$ file /usr/bin/java
/usr/bin/java:  ELF 32-bit MSB executable SPARC Version 1,
dynamically linked, stripped

Axton Grams


On Tue, Apr 1, 2008 at 11:29 AM, Matthew Kunkel
[EMAIL PROTECTED] wrote:


** 
Correction:
 
The first line should have read: We're getting the
error below when trying to use the JAVA api on an AIX platform.
 
I originally thought it was windows, so I keep getting
the process confused.  The whole app runs on a 64 bit AIX platform, no
windows.
 
Thanks,
Matt



From: Matthew Kunkel 
Sent: Tuesday, April 01, 2008 9:46 AM
To: 'arslist@ARSLIST.ORG'
Subject: Remedy JAVA api question


List,
 
We're getting the error below when trying to use the
JAVA api on a windows platform.  This particular program is running on
AIX, whereas I'm most familiar with HP-UX.  I've googled the error and
can't seem to find anything.  We get the same result on both the 6.3 and
7.0 versions of the API.  Any help is appreciated.
 
 
Caused by: java.lang.UnsatisfiedLinkError:
/u/applic/Remedy/libarjni70.a (0509-022 Cannot load module
/u/applic/Remedy/libarjni70.a.
0509-103 The module has an invalid magic number.)
at
com.ibm.ws.tcp.channel.impl.NewConnectionInitialReadCallback.complete(Ne
wConnectionInitialReadCallback.java:113)
at
com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(Ai
oReadCompletionListener.java:165)
at
com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.
java:217)
at
com.ibm.io.async.AsyncChannelFuture.fireCompletionActions(AsyncChannelFu
ture.java:161)
at
com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:136)
at
com.ibm.io.async.ResultHandler.complete(ResultHandler.java:195)
at
com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java
:743)
at
com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:873)
at
com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1469)
 
 
Thanks,
Matt






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This email and any files transmitted with it are confidential and
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If you have received this email in error destroy it immediately.
**
Wal-Mart Confidential

Re: Phone number formatting...

I didn't get what you were trying to send but, I did work out a pretty good
query that cleaned up the results on a view form, but they are not willing
to accept that solution as its a view that is build from the Oracle
database, so outside the application interface.. they are looking for a
solution built fully using the application interface.. Translate was the
Oracle function I was looking for, in combination with another replace, to
complete the rest to what I had posted i.e. to replace all free text
alphabets with null...

This is the query I wrote that formatted phone numbers as well as Address
related fields..

Create or Replace view PSI_PSDC_VW_IBMCNA as
Select REQUEST_ID, SUBMITTER, CREATE_DATE, ASSIGNED_TO, LAST_MODIFIED_BY,
MODIFIED_DATE, STATUS, SHORT_DESCRIPTION, EMPL_ID, ALTER_EMPL_ID, NAME,
FIRST_NAME, MIDDLE_NAME, LAST_NAME, PERSON_TYPE, PER_ORG, DESCR,
CN_REPORTS_TO_ID, MANAGER_NAME, ACCT_CD, COST_CENTER_MANAGER, PAY_GROUP,
JOB_CODE, JOB_CODE_DESCRIPTION, LOCATION, DEPT_ID,
trim(replace(translate(replace(replace(replace(upper(replace(replace(replace
(replace(replace(replace(replace(replace(replace(PHONE_HOME,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')) as
PHONE_HOME,
trim(replace(translate(replace(replace(replace(replace(replace(upper(replace
(replace(replace(replace(replace(replace(replace(replace(replace(PHONE_BUSIN
ESS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),' X','?'),' EXT','?'),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')) as
PHONE_BUSINESS,
trim(replace(replace(replace(replace(translate(replace(replace(replace(upper
(replace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_PAGER,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),','
,'')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?',''),'@'
,''),':',''),'\','')) as PHONE_PAGER,
trim(replace(replace(replace(replace(translate(replace(replace(replace(upper
(replace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_PAGER_2,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),'
,','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?',''),'@'
,''),':',''),'\','')) as PHONE_PAGER_2,
trim(replace(translate(replace(replace(replace(upper(replace(replace(replace
(replace(replace(replace(replace(replace(replace(PHONE_CELL,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')) as
PHONE_CELL,
trim(replace(translate(replace(replace(replace(replace(replace(upper(replace
(replace(replace(replace(replace(replace(replace(replace(replace(PHONE_FAX,'
+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),' OR ','/'),'
',''),'7ST',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'
?','')) as PHONE_FAX,
trim(replace(translate(replace(replace(replace(replace(replace(replace(upper
(replace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_ALTERNATE_BUS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),' X','?'),' EXT','?'),'
',''),'PIN','?'),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),
'^','')) as PHONE_ALTERNATE_BUS,
EMPLOYEE_STATUS, GRADE, COMPANY, L2_DEPT_ID, L2_DESCR, MANAGER_POSITION,
EMAIL_BUSINESS, POSITION_NUMBER, EMAIL_HOME, MANAGER_ID, REG_REGION,
trim(replace(replace(replace(ADDRESS_1,'|',''),'~',''),'  ',' ')) as
ADDRESS_1,
trim(replace(replace(replace(ADDRESS_2,'|',''),'~',''),'  ',' ')) as
ADDRESS_2,
ADDRESS_3, ADDRESS_4, COUNTRY, STATE,
trim(replace(replace(replace(CITY,'|',''),'~',''),'  ',' ')) as CITY,
trim(replace(replace(replace(POSTAL,'|',''),'~',''),'  ',' ')) as POSTAL,
SECTOR,
trim(replace(replace(replace(ADDRESS_1_2,'|',''),'~',''),'  ',' ')) as
ADDRESS_1_2,
trim(replace(replace(replace(ADDRESS_2_2,'|',''),'~',''),'  ',' ')) as
ADDRESS_2_2,
ADDRESS_3_2, ADDRESS_4_PS, COUNTRY_2, STATE_2, CITY_2, POSTAL_2,
HOURLY_RATE, LEVEL_NUMBER, PERSON_ID, AREA_BUSINESS, AREA_BUSINESS_FAX,
AREA_HOME, AREA_MOBILE, AREA_PAGER, AREA_PAGER_NT, CC_BUSINESS,
CC_BUSINESS_FAX, CC_HOME, CC_MOBILE, CC_PAGER, CC_PAGER_NT,
EXTENSION_BUSINESS, LOCAL_BUSINESS, LOCAL_BUSINESS_FAX, LOCAL_HOME,
LOCAL_MOBILE, LOCAL_PAGER, LOCAL_PAGER_NT, PIN_PAGER_NT, PIN_PAGER
from PSI_PeopleSoftDataContainer_IB;

I got phone numbers with extensions in the format 77? where ?
represents that numbers following it are extensions.

It works but unfortunately I cannot use it because of some of their internal
policies there. Well at least I had some joy writing the above :-)

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL

Using Open Window action to write report to specified location.

2008-04-03 Thread Matthew Kunkel

We're in the process of converting all our old Run Macro active links to
Open Window actions since this has been unsupported for a while now.
Also, the nice little converter will go away when we upgrade to version
7.  I'm running into problems with a macro action that writes a report
to a pre-determined location.  For example the macro might say:
 
sendtotest
Set-schema: Test Schema$Server$
Query: 1=$Record ID$
Report: 21=11=$Record ID$4=5=6=13=
23=07=7210=1968=19=111=012=020=716=-17=
18=119=72=536870936
Statistics: 
 
to-file: \\windowsshare\SendTest\$Record
file://\\windowsshare\SendTest\$Record  ID$.txtO
end
 
This how we save a report to a shared directory without user
interaction, and we're talking about some fairly ancient code here.
Anyhow, when I convert this to an Open Window action, I set the Target =
File, and of course a dialog opens asking for a location.  I try Target
= File \\windowsshare\SendTest\$Record
file://windowsshare/SendTest/$Record  ID$.txt OR Target =
\\windowsshare\SendTest\$Record file://windowsshare/SendTest/$Record
ID$.txt and it doesn't work.  The line
to-file:\\windowsshare\SendTest\$Record
file:///\\windowsshare\SendTest\$Record  ID$.txt is in my report
definition.  
 
Any ideas?   We are still using the Windows thick client although I can
see where this might cause problems on the Web.
 
I'm trying to get around writing a server side process to create the
report and ftp it to the share.
 
Thanks,
Matt



-
**
This email and any files transmitted with it are confidential and
intended solely for the individual or entity to whom they are
addressed. If you have received this email in error destroy it
immediately.
**
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**


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Re: BMC Support login

2008-04-03 Thread patrick zandi

EVERYONE,
Next time you login to support.. Test something for me...
Do a search of all your tickets.. not for just you... but for the whole
support ID..

Did you find people and companies you do not know ?
Maybe it is just me..

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Re: Phone number formatting...

2008-04-03 Thread Grooms, Frederick W

Joe,
 
You do know that you can use the TRANSLATE to drop characters as well
(so you don't need to use REPLACE).  If there is no matching character
to translate to Oracle will drop that character off of the output
completely.
 
You can also use any Oracle function inside of a Set Fields SQL action.
So to keep in line with the internal policies you can have a Filter on
Submit and Modify do a Set Fields SQL action to clean up the fields.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, April 03, 2008 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Phone number formatting...


** 
I didn't get what you were trying to send but, I did work out a pretty
good query that cleaned up the results on a view form, but they are not
willing to accept that solution as its a view that is build from the
Oracle database, so outside the application interface.. they are looking
for a solution built fully using the application interface.. Translate
was the Oracle function I was looking for, in combination with another
replace, to complete the rest to what I had posted i.e. to replace all
free text alphabets with null...
 
This is the query I wrote that formatted phone numbers as well as
Address related fields..
 
Create or Replace view PSI_PSDC_VW_IBMCNA as 
Select REQUEST_ID, SUBMITTER, CREATE_DATE, ASSIGNED_TO,
LAST_MODIFIED_BY, MODIFIED_DATE, STATUS, SHORT_DESCRIPTION, EMPL_ID,
ALTER_EMPL_ID, NAME, FIRST_NAME, MIDDLE_NAME, LAST_NAME, PERSON_TYPE,
PER_ORG, DESCR, CN_REPORTS_TO_ID, MANAGER_NAME, ACCT_CD,
COST_CENTER_MANAGER, PAY_GROUP, JOB_CODE, JOB_CODE_DESCRIPTION,
LOCATION, DEPT_ID, 
trim(replace(translate(replace(replace(replace(upper(replace(replace(rep
lace(replace(replace(replace(replace(replace(replace(PHONE_HOME,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')
) as PHONE_HOME, 
trim(replace(translate(replace(replace(replace(replace(replace(upper(rep
lace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_BUSINESS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),' X','?'),' EXT','?'),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')
) as PHONE_BUSINESS, 
trim(replace(replace(replace(replace(translate(replace(replace(replace(u
pper(replace(replace(replace(replace(replace(replace(replace(replace(rep
lace(PHONE_PAGER,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#','')
,'*',''),',','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')
,'@',''),':',''),'\','')) as PHONE_PAGER, 
trim(replace(replace(replace(replace(translate(replace(replace(replace(u
pper(replace(replace(replace(replace(replace(replace(replace(replace(rep
lace(PHONE_PAGER_2,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#','
'),'*',''),',','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')
,'@',''),':',''),'\','')) as PHONE_PAGER_2, 
trim(replace(translate(replace(replace(replace(upper(replace(replace(rep
lace(replace(replace(replace(replace(replace(replace(PHONE_CELL,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')
) as PHONE_CELL, 
trim(replace(translate(replace(replace(replace(replace(replace(upper(rep
lace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_FAX,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),' OR ','/'),'
',''),'7ST',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??
'),'?','')) as PHONE_FAX, 
trim(replace(translate(replace(replace(replace(replace(replace(replace(u
pper(replace(replace(replace(replace(replace(replace(replace(replace(rep
lace(PHONE_ALTERNATE_BUS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),' X','?'),' EXT','?'),'
',''),'PIN','?'),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^
^'),'^','')) as PHONE_ALTERNATE_BUS, 
EMPLOYEE_STATUS, GRADE, COMPANY, L2_DEPT_ID, L2_DESCR, MANAGER_POSITION,
EMAIL_BUSINESS, POSITION_NUMBER, EMAIL_HOME, MANAGER_ID, REG_REGION, 
trim(replace(replace(replace(ADDRESS_1,'|',''),'~',''),'  ',' ')) as
ADDRESS_1, 
trim(replace(replace(replace(ADDRESS_2,'|',''),'~',''),'  ',' ')) as
ADDRESS_2, 
ADDRESS_3, ADDRESS_4, COUNTRY, STATE, 
trim(replace(replace(replace(CITY,'|',''),'~',''),'  ',' ')) as CITY, 
trim(replace(replace(replace(POSTAL,'|',''),'~',''),'  ',' ')) as
POSTAL, 
SECTOR, 
trim(replace(replace(replace(ADDRESS_1_2,'|',''),'~',''),'  ',' ')) as
ADDRESS_1_2, 
trim(replace(replace(replace(ADDRESS_2_2,'|',''),'~',''),'  ',' ')) as
ADDRESS_2_2, 
ADDRESS_3_2, ADDRESS_4_PS, COUNTRY_2, STATE_2, CITY_2, POSTAL_2,
HOURLY_RATE, LEVEL_NUMBER,

Re: Phone number formatting...

2008-04-03 Thread Grooms, Frederick W

I just realized I meant to give an example
 
Say you are on an Oracle db and you want to force all of your Login
Names in the User form to be created as upper case only.  You could do a
Filter on Submit, Modify, Merge of Form User with a Set Fields action.
 
Set the field Read Value for Field From to SQL
 
The SQL command would be:   
  Select TRANSLATE( '$Login Name$', 'abcdefghijklmnopqrstuvwxyz',
'ABCDEFGHIJKLMNOPQRSTUVWXYZ' ) From DUAL
Set Field Login Name = SQL Result Column $1$
 
I know it is kind of a silly example, but I think it shows the
versatility of the Set Fields from SQL action and the Oracle psuedotable
DUAL
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, April 03, 2008 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Phone number formatting...


** 
Joe,
 
You do know that you can use the TRANSLATE to drop characters as well
(so you don't need to use REPLACE).  If there is no matching character
to translate to Oracle will drop that character off of the output
completely.
 
You can also use any Oracle function inside of a Set Fields SQL action.
So to keep in line with the internal policies you can have a Filter on
Submit and Modify do a Set Fields SQL action to clean up the fields.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, April 03, 2008 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Phone number formatting...


** 
I didn't get what you were trying to send but, I did work out a pretty
good query that cleaned up the results on a view form, but they are not
willing to accept that solution as its a view that is build from the
Oracle database, so outside the application interface.. they are looking
for a solution built fully using the application interface.. Translate
was the Oracle function I was looking for, in combination with another
replace, to complete the rest to what I had posted i.e. to replace all
free text alphabets with null...
 
This is the query I wrote that formatted phone numbers as well as
Address related fields..
 
Create or Replace view PSI_PSDC_VW_IBMCNA as 
Select REQUEST_ID, SUBMITTER, CREATE_DATE, ASSIGNED_TO,
LAST_MODIFIED_BY, MODIFIED_DATE, STATUS, SHORT_DESCRIPTION, EMPL_ID,
ALTER_EMPL_ID, NAME, FIRST_NAME, MIDDLE_NAME, LAST_NAME, PERSON_TYPE,
PER_ORG, DESCR, CN_REPORTS_TO_ID, MANAGER_NAME, ACCT_CD,
COST_CENTER_MANAGER, PAY_GROUP, JOB_CODE, JOB_CODE_DESCRIPTION,
LOCATION, DEPT_ID, 
trim(replace(translate(replace(replace(replace(upper(replace(replace(rep
lace(replace(replace(replace(replace(replace(replace(PHONE_HOME,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')
) as PHONE_HOME, 
trim(replace(translate(replace(replace(replace(replace(replace(upper(rep
lace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_BUSINESS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),' X','?'),' EXT','?'),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')
) as PHONE_BUSINESS, 
trim(replace(replace(replace(replace(translate(replace(replace(replace(u
pper(replace(replace(replace(replace(replace(replace(replace(replace(rep
lace(PHONE_PAGER,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#','')
,'*',''),',','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')
,'@',''),':',''),'\','')) as PHONE_PAGER, 
trim(replace(replace(replace(replace(translate(replace(replace(replace(u
pper(replace(replace(replace(replace(replace(replace(replace(replace(rep
lace(PHONE_PAGER_2,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#','
'),'*',''),',','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')
,'@',''),':',''),'\','')) as PHONE_PAGER_2, 
trim(replace(translate(replace(replace(replace(upper(replace(replace(rep
lace(replace(replace(replace(replace(replace(replace(PHONE_CELL,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')
) as PHONE_CELL, 
trim(replace(translate(replace(replace(replace(replace(replace(upper(rep
lace(replace(replace(replace(replace(replace(replace(replace(replace(PHO
NE_FAX,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),' OR ','/'),'
',''),'7ST',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??
'),'?','')) as PHONE_FAX, 
trim(replace(translate(replace(replace(replace(replace(replace(replace(u
pper(replace(replace(replace(replace(replace(replace(replace(replace(rep
lace(PHONE_ALTERNATE_BUS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.','
'),'  ',' '),'

Re: Web Services Namespace

2008-04-03 Thread Davin Lindner-Green

I'm not sure on version 6.3, but in certain versions of ARS/MT 7.0.1 the
way that XML was generated with respect to the inclusion of the
namespace identifier changed from one patch to another. We were able to
fix it by patching both the ARS and MT components.

So, you might try updating (or possibly downgrading) your ARS and/or MT
patch, or contact BMC support to see if this is a known issue and if
they can point you to the correct patch.

Hope that info helps,

Davin

Davin Lindner-Green
[EMAIL PROTECTED]
Office: +1.303.948.1014
 
Rapid Technologies Inc. 
* BMC Level 1 Support Partner
* BMC Software Solutions Partner
* BMC Education Partner
* Remedy On Demand - Hosted ITSM Solutions
** www.raptek.com **


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Thursday, April 03, 2008 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Web Services Namespace

ARS 6.3p20 Solaris/Sybase

Having trouble consuming a web service. Remedy produces an envelope that
looks like this:

soapenv:Envelope
xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/;
xmlns:xsd=http://www.w3.org/2001/XMLSchema;
xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance;
soapenv:Body
   getAssetByElementId xmlns=http://servicesadsadasds.asadsal.com/;
xmlns:xsd=http://www.w3.org/2001/XMLSchema;
xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance;
licenseKey
licensesadasdasdaddadasd/license
/licenseKey
elementId58087/elementId
/getAssetByElementId /soapenv:Body
/soapenv:Envelope

Using a SOAP testing tool I get an envelope like this:

soapenv:Envelope
xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/;
xmlns:ser=http://services.sadasdasdas.com/;
   soapenv:Header/
   soapenv:Body
  ser:getAssetByElementId
 licenseKey
licensessdsdsdsdsd/license
 /licenseKey
 elementId58087/elementId
  /ser:getAssetByElementId
   /soapenv:Body
/soapenv:Envelope

The second format works but Remedy's fails with:
ARERR [9130] An exception occurred from the WebService class :
java.lang.RuntimeException: Error in request: cvc-complex-type.2.4.a:
Invalid content was found starting with element 'licenseKey'. One of
'{:licenseKey, :elementId}' is expected.

After discussions with the group that created the service they found the
issue to be with the ser:getAssetByElementId tag. If Remedy could
put the ser in the  getAssetByElementId tag it would work.

I cannot see any way of manipulating what XML Remedy produces but was
hoping someone had some thoughts?

Thank you

Frank


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Need an example Makefile for arealdap.c for Linux

2008-04-03 Thread Geoffrey Endresen

Hackers,

I must admit it's been about 2 years since I've compiled anything using gcc.

Anyone have a default Make file for compiling the arealdap.c and creating my
own arealdap.so file for Linux RHEL-3?

-- 
-Geoff Endresen
Amazon.com

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Re: Phone number formatting...

Fred,

Thanks for your response... I did consider the Direct SQL within the set
field action. Problem with that would be during Submit.. when I fetch the
data from PeopleSoft, there is no entry already committed to the interface
table, during the submit operation so I cannot really run a direct SQL in a
set field action to format the current transaction.. At least my thoughts
were along those lines when I thought of that..

I am using Submit filters on triggering an AIE schedule to create entries in
a interface table created for PeopleSoft. Here is where I am doing the data
cleansing operation before using it to create or update any of the ITSM
foundation data.. So since using SQL I would not be able to update a record
that hasn't yet been committed to the database, I didn't even try to use it
as I assumed it will fail..

Am I missing something?

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
  Sent: Thursday, April 03, 2008 5:57 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Phone number formatting...


  **
  Joe,

  You do know that you can use the TRANSLATE to drop characters as well (so
you don't need to use REPLACE).  If there is no matching character to
translate to Oracle will drop that character off of the output completely.

  You can also use any Oracle function inside of a Set Fields SQL action.
So to keep in line with the internal policies you can have a Filter on
Submit and Modify do a Set Fields SQL action to clean up the fields.

  Fred




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Thursday, April 03, 2008 4:44 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Phone number formatting...


  **
  I didn't get what you were trying to send but, I did work out a pretty
good query that cleaned up the results on a view form, but they are not
willing to accept that solution as its a view that is build from the Oracle
database, so outside the application interface.. they are looking for a
solution built fully using the application interface.. Translate was the
Oracle function I was looking for, in combination with another replace, to
complete the rest to what I had posted i.e. to replace all free text
alphabets with null...

  This is the query I wrote that formatted phone numbers as well as Address
related fields..

  Create or Replace view PSI_PSDC_VW_IBMCNA as
  Select REQUEST_ID, SUBMITTER, CREATE_DATE, ASSIGNED_TO, LAST_MODIFIED_BY,
MODIFIED_DATE, STATUS, SHORT_DESCRIPTION, EMPL_ID, ALTER_EMPL_ID, NAME,
FIRST_NAME, MIDDLE_NAME, LAST_NAME, PERSON_TYPE, PER_ORG, DESCR,
CN_REPORTS_TO_ID, MANAGER_NAME, ACCT_CD, COST_CENTER_MANAGER, PAY_GROUP,
JOB_CODE, JOB_CODE_DESCRIPTION, LOCATION, DEPT_ID,
  trim(replace(translate(replace(replace(replace(upper(replace(replace(repla
ce(replace(replace(replace(replace(replace(replace(PHONE_HOME,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')) as
PHONE_HOME,
  trim(replace(translate(replace(replace(replace(replace(replace(upper(repla
ce(replace(replace(replace(replace(replace(replace(replace(replace(PHONE_BUS
INESS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),' X','?'),' EXT','?'),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')) as
PHONE_BUSINESS,
  trim(replace(replace(replace(replace(translate(replace(replace(replace(upp
er(replace(replace(replace(replace(replace(replace(replace(replace(replace(P
HONE_PAGER,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),'
,','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?',''),'@'
,''),':',''),'\','')) as PHONE_PAGER,
  trim(replace(replace(replace(replace(translate(replace(replace(replace(upp
er(replace(replace(replace(replace(replace(replace(replace(replace(replace(P
HONE_PAGER_2,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*','')
,',','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?',''),'@'
,''),':',''),'\','')) as PHONE_PAGER_2,
  trim(replace(translate(replace(replace(replace(upper(replace(replace(repla
ce(replace(replace(replace(replace(replace(replace(PHONE_CELL,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?','')) as
PHONE_CELL,
  trim(replace(translate(replace(replace(replace(replace(replace(upper(repla
ce(replace(replace(replace(replace(replace(replace(replace(replace(PHONE_FAX
,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),' OR ','/'),'
',''),'7ST',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'

Re: Phone number formatting...

Fred!

You're the man! I had almost forgotten about the option to use the pseudo
table dual! When I realized the entry is not yet committed to the database I
thought it was pointless to even consider direct SQL! All I saw was a dead
end :-) But now I know better - and thank you

I haven't tried it as yet but I'm pretty sure using dual to process my
direct SQL transaction should pretty much work!

I had not read your previous email completely before answering to it..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Grooms, Frederick W
  Sent: Thursday, April 03, 2008 6:20 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Phone number formatting...


  **
  I just realized I meant to give an example

  Say you are on an Oracle db and you want to force all of your Login Names
in the User form to be created as upper case only.  You could do a Filter on
Submit, Modify, Merge of Form User with a Set Fields action.

  Set the field Read Value for Field From to SQL

  The SQL command would be:
Select TRANSLATE( '$Login Name$', 'abcdefghijklmnopqrstuvwxyz',
'ABCDEFGHIJKLMNOPQRSTUVWXYZ' ) From DUAL
  Set Field Login Name = SQL Result Column $1$

  I know it is kind of a silly example, but I think it shows the versatility
of the Set Fields from SQL action and the Oracle psuedotable DUAL

  Fred




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
  Sent: Thursday, April 03, 2008 4:57 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Phone number formatting...


  **
  Joe,

  You do know that you can use the TRANSLATE to drop characters as well (so
you don't need to use REPLACE).  If there is no matching character to
translate to Oracle will drop that character off of the output completely.

  You can also use any Oracle function inside of a Set Fields SQL action.
So to keep in line with the internal policies you can have a Filter on
Submit and Modify do a Set Fields SQL action to clean up the fields.

  Fred




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
  Sent: Thursday, April 03, 2008 4:44 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Phone number formatting...


  **
  I didn't get what you were trying to send but, I did work out a pretty
good query that cleaned up the results on a view form, but they are not
willing to accept that solution as its a view that is build from the Oracle
database, so outside the application interface.. they are looking for a
solution built fully using the application interface.. Translate was the
Oracle function I was looking for, in combination with another replace, to
complete the rest to what I had posted i.e. to replace all free text
alphabets with null...

  This is the query I wrote that formatted phone numbers as well as Address
related fields..

  Create or Replace view PSI_PSDC_VW_IBMCNA as
  Select REQUEST_ID, SUBMITTER, CREATE_DATE, ASSIGNED_TO, LAST_MODIFIED_BY,
MODIFIED_DATE, STATUS, SHORT_DESCRIPTION, EMPL_ID, ALTER_EMPL_ID, NAME,
FIRST_NAME, MIDDLE_NAME, LAST_NAME, PERSON_TYPE, PER_ORG, DESCR,
CN_REPORTS_TO_ID, MANAGER_NAME, ACCT_CD, COST_CENTER_MANAGER, PAY_GROUP,
JOB_CODE, JOB_CODE_DESCRIPTION, LOCATION, DEPT_ID,
  trim(replace(translate(replace(replace(replace(upper(replace(replace(repla
ce(replace(replace(replace(replace(replace(replace(PHONE_HOME,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')) as
PHONE_HOME,
  trim(replace(translate(replace(replace(replace(replace(replace(upper(repla
ce(replace(replace(replace(replace(replace(replace(replace(replace(PHONE_BUS
INESS,'+',''),
'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),',','')),'.',' '),'
',' '),' X','?'),' EXT','?'),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','^^'),'^','')) as
PHONE_BUSINESS,
  trim(replace(replace(replace(replace(translate(replace(replace(replace(upp
er(replace(replace(replace(replace(replace(replace(replace(replace(replace(P
HONE_PAGER,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*',''),'
,','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?',''),'@'
,''),':',''),'\','')) as PHONE_PAGER,
  trim(replace(replace(replace(replace(translate(replace(replace(replace(upp
er(replace(replace(replace(replace(replace(replace(replace(replace(replace(P
HONE_PAGER_2,'+',''),'/',''),'-',''),'(',''),')',''),'!',''),'#',''),'*','')
,',','')),'.',' '),'  ',' '),'
',''),'ABCDEFGHIJKLMNOPQRSTUVWXYZ','??'),'?',''),'@'
,''),':',''),'\','')) as PHONE_PAGER_2,
  trim(replace(translate(replace(replace(replace(upper(replace(replace(repla

Re: Requester Console customization

2008-04-03 Thread John Sundberg

Chris - thanks for the plug.


But yes - the Kinetic Request product is an excellent solution/strategy to
allow access to the Remedy system for end-users.

I think the crux of the problem is -- you want a front end that is easy to
make requests. You also want the fulfillers of requests to be able to
directly fulfill a request and not circle back for clarification or for more
data. In order to have the fulfiller be able to directly fulfill - you need
to ask specific questions to the end-user and guide them through a
specific form process to gather the correct data. However, in the Remedy
world - that translates to a custom form -- which in the long run is a bad
strategy.

If you build a custom Remedy form for every Request type that comes in --
you are opening yourself to a long-term maintainance problem. In addition -
if you do custom forms - that means you are doing Remedy development and
that requires a significant skill level to do so. It also means - you are
exposing risk to your Remedy system to potential headaches - as the Admin
tool basically is an all or nothing tool.

If you don't build a custom Remedy form for every Request type - you now are
doing a generic approach which goes in to a generic CTI with generic
priority etc Which then needs to be viewed - and put into the correct
CTI. Which then that person (the fulfiller) needs to fire off an email to
the requester to get more data/etc... (AKA time/money/frustration)

Of course - you could do what the Requester Console does - and provide a
quick list of 10 common items -- but a valuable list would be 200 items --
but nobody will traverse a list of 200 items - therefore you do 10 items
(and miss the opportunity for a nice end user process). Also - you come up
with descriptions like Order NUMBER OF CARDS business cards (Note: put in
a number for the NUMBER OF CARDS field in the description. To which the
requester submits Order lots of business cards -- ugg


Enter Kinetic Request - we allow you to configure forms and processes within
the Remedy system - and not create real Remedy forms, filters or active
links. We do it in a risk free/scalable way that does not require the Remedy
Admin tool to do so.

If you would like a demo - feel free to contact me.

-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]


-John


On Wed, Apr 2, 2008 at 12:31 PM, strauss [EMAIL PROTECTED] wrote:

 ** We use Kinetic Request for that.  Some service items submit the
 logged-in user as the customer/requester, while others allow the logged in
 user to be entered as the the Contact person and submit someone else as the
 customer/requester.  We used ARSPerl scripts to do the same in the past, but
 ARSPerl no longer works properly with ARS 7.1 anyway.  You would have to do
 a fairly major customization of the Requester Console to get this kind of
 capability worked into it, and I would avoid that.  I do not know if BMC
 Service Request Management can do this because we stopped evaluating it
 after seeing the pricing model.  In addition to Kinetic Request, there are
 other non-BMC customer interfaces to ITSM on the market already (like the
 one Gidd just mentioned), but they solve a host of other customer
 self-service issues beyond just proxy ticket entry, and should be examined
 in that wider context.

 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 *Muhlethaler, Laurie
 *Sent:* Wednesday, April 02, 2008 11:01 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Requester Console customization

 **

 Listers ~ checking to see if anyone has customized the RQC to allow end
 users to submit issues on behalf of others.  If so, any suggestions?**

 *Database***:  SQL Server 2005
 *O/S***:  Windows 2003 (server), R2XP Professional (client), SP2
 *Apps:***

Action Request System 7.1 patch 1
Service Desk 7.0.3 patch 6


 *Laurie Muhlethaler*

 Remedy Developer / Administrator

 First Republic Bank

 415.364.4436


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Re: Need an example Makefile for arealdap.c for Linux

http://arswiki.org/projects/arapi/browser/trunk/7.1/linux/src/area/skeleton/Makefile

On Thu, Apr 3, 2008 at 6:47 PM, Geoffrey Endresen [EMAIL PROTECTED]
wrote:

 **
 Hackers,

 I must admit it's been about 2 years since I've compiled anything using
 gcc.

 Anyone have a default Make file for compiling the arealdap.c and creating
 my own arealdap.so file for Linux RHEL-3?

 --
 -Geoff Endresen
 Amazon.com
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Re: Resolved: Remedy JAVA api question