Re: Date greater than 2037 in remedy

[J.T. Shyman]

Right, Ben. January 19, 2038 at 3:14:07 GMT is the day that the epoch time
counter will reach 2,147,483,647 which is the largest number a signed 32-bit
integer can hold.

 

In order to prevent this, Remedy would need to be recompiled to use 64-bit
integers on a 64-bit system.like in the Linux/Unix version of 7.5 which
probably do not have this limitation. 

 

Sadly, the 32-bit Windows versions always will have this problem until
64-bit Windows versions or AR/ITSM come out.

 

--- J.T. Shyman

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ben Chernys
Sent: Tuesday, February 17, 2009 2:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Date greater than 2037 in remedy

 

Not at all!  

 

A 64 bit operating system AND a recompile (at best) of your application and
possibly (likely) source code changes will remove that limitation.

 

I think this will match Y2K in terms of costs.

 

Cheers

Ben

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: February 17, 2009 6:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Date greater than 2037 in remedy

I am guessing that going to a 64 bit operating system will remove that
limitation. 

Rick 

Sent from my Verizon Wireless BlackBerry

  _  

From: Aditya C 
Date: Tue, 17 Feb 2009 10:14:45 +0530
To: arslist@ARSLIST.ORG
Subject: Date greater than 2037 in remedy

** 

Hello,

 

Remedy cannot take date more than year 2037 anything we can do to have
it more than this.

 

Regards,

Aditya

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Re: Tomcat Settings for ARS 7.1

[Craig Carter]

We noticed the same thing with ServletExec-AS on Windows 2003 32-bit
under IIS 6.  When we tried to increase the max size beyond that, it
wouldn't even start up properly.

//SIGNED//
Craig Carter
Software Engineer, RSP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Friday, February 13, 2009 7:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

** 

I was actually told by a web server person at BMC, I will leave their
name out that said when dealing with java heap size and Tomcat for
RKM/Midtier you should not put the maximum size any higher than 1536MB
regardless of how much RAM you server might have.  They said that if you
do Tomcat will not start.  Has anyone ever heard of this.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, February 06, 2009 1:43 PM
To: arslist@arslist.org
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

The max should not be larger than 65 to 70 percent of the total
available free memory (unused) before Tomcat is started. Anything larger
and you will have problems even starting the service or it may crash
while stopping tomcat.

 

Joe

 



From: Begosh, Kevin kevin.beg...@lmco.com
To: arslist@ARSLIST.ORG
Sent: Thursday, February 5, 2009 9:30:58 PM
Subject: Re: Tomcat Settings for ARS 7.1

** 

For the Min and Max of the memory pool can you make it to big?  Like for
instance we have it as 300 and 1024.  I do not know who made it that I
just checked after this email.

 

Kevin Begosh, RSP 
Tech Ops 
Enterprise Business Services 
301-791-3540 Phone 
410-422-3623 Cell 
kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of YHK
Sent: Thursday, February 05, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** Go into program filesapache tomcat 5xmonitor tomcat

this will open the properties dialog

go to Java tab and set min to 512mb and max to 1536(on Apache for
webserver you can set up to 2gb)

from General tab, Stop tomcat and Start

You maybe crashing due to default JVM max which is way too low, 256mb

Hope this helps!
YHK

On Thu, Feb 5, 2009 at 4:34 PM, kishorkv kisho...@hotmail.com wrote:

** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1.
Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2.
How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs
timestamp along with the log messages. Reason: I see my Tomcat crashing
every 2 days once without any error messages. 

 

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Re: Date greater than 2037 in remedy

[Axton]

ar.h:
237typedef ARLong32  ARTimestamp; /*  (seconds since Jan. 1, 1970)
 */
238#define ARTIMESTAMP_MAX ARLONG32_MAX

artypes.h:
27 * ARLong32 is a 32-bit signed integer on either 32-bit or
28 * 64-bit machines.  It replaces long in the AR C API.
29 * The definition is conditioned on INT_MAX for backward
30 * compatibility; codes that use long expecting 32 bits
31 * are only inconvenienced on machines where a long really
32 * isn't 32 bits.

A recompile changes nothing.  It will require a replacement of ARLong and a
refactoring of all references to this type or a redefinition of ARLong.
Tthis can be tricky depending on how the type is used within the code.

Axton Grams

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

On Mon, Feb 16, 2009 at 11:01 PM, Rick Cook remedyr...@gmail.com wrote:

 I am guessing that going to a 64 bit operating system will remove that
limitation.

 Rick

 Sent from my Verizon Wireless BlackBerry

 
 From: Aditya C
 Date: Tue, 17 Feb 2009 10:14:45 +0530
 To: arslist@ARSLIST.ORG
 Subject: Date greater than 2037 in remedy
 **
 Hello,

 Remedy cannot take date more than year 2037 anything we can do to have
it more than this.

 Regards,
 Aditya
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Re: Date greater than 2037 in remedy

[J.T. Shyman]

Anyone have that info from a 64-bit version of 7.5? Or is that from a 64-bit
version of 7.5, Axton?

 

--- J.T. Shyman

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Tuesday, February 17, 2009 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Date greater than 2037 in remedy

 

** ar.h:
237typedef ARLong32  ARTimestamp; /*  (seconds since Jan. 1, 1970)
*/
238#define ARTIMESTAMP_MAX ARLONG32_MAX

artypes.h:
27 * ARLong32 is a 32-bit signed integer on either 32-bit or
28 * 64-bit machines.  It replaces long in the AR C API.
29 * The definition is conditioned on INT_MAX for backward
30 * compatibility; codes that use long expecting 32 bits
31 * are only inconvenienced on machines where a long really
32 * isn't 32 bits.

A recompile changes nothing.  It will require a replacement of ARLong and a
refactoring of all references to this type or a redefinition of ARLong.
Tthis can be tricky depending on how the type is used within the code.

Axton Grams

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

On Mon, Feb 16, 2009 at 11:01 PM, Rick Cook remedyr...@gmail.com wrote:

 I am guessing that going to a 64 bit operating system will remove that
limitation.

 Rick

 Sent from my Verizon Wireless BlackBerry

 
 From: Aditya C
 Date: Tue, 17 Feb 2009 10:14:45 +0530
 To: arslist@ARSLIST.ORG
 Subject: Date greater than 2037 in remedy
 **
 Hello,
  
 Remedy cannot take date more than year 2037 anything we can do to have
it more than this.
  
 Regards,
 Aditya
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Re: Date greater than 2037 in remedy

[Hendershot,Bruce D.]

Out of curiosity, why do you need to go that far out with the date?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Aditya C
Sent: Monday, February 16, 2009 11:45 PM
To: arslist@ARSLIST.ORG
Subject: Date greater than 2037 in remedy

 

** 

Hello,

 

Remedy cannot take date more than year 2037 anything we can do to
have it more than this.

 

Regards,

Aditya

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html___ 


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Re: Date greater than 2037 in remedy

[Axton]

That is from 7.1.

Axton

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


On Tue, Feb 17, 2009 at 7:57 AM, J.T. Shyman jshy...@columnit.com wrote:

 **

 Anyone have that info from a 64-bit version of 7.5? Or is that from a
 64-bit version of 7.5, Axton?



 --- J.T. Shyman




   --

 *From:* Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] *On Behalf Of *Axton
 *Sent:* Tuesday, February 17, 2009 8:53 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Date greater than 2037 in remedy



 ** ar.h:

 237typedef ARLong32  ARTimestamp; /*  (seconds since Jan. 1, 1970)
  */
 238#define ARTIMESTAMP_MAX ARLONG32_MAX

 artypes.h:
 27 * ARLong32 is a 32-bit signed integer on either 32-bit or
 28 * 64-bit machines.  It replaces long in the AR C API.
 29 * The definition is conditioned on INT_MAX for backward
 30 * compatibility; codes that use long expecting 32 bits
 31 * are only inconvenienced on machines where a long really
 32 * isn't 32 bits.

 A recompile changes nothing.  It will require a replacement of ARLong and a
 refactoring of all references to this type or a redefinition of ARLong.
 Tthis can be tricky depending on how the type is used within the code.

 Axton Grams

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

 On Mon, Feb 16, 2009 at 11:01 PM, Rick Cook remedyr...@gmail.com wrote:
 
  I am guessing that going to a 64 bit operating system will remove that
 limitation.
 
  Rick
 
  Sent from my Verizon Wireless BlackBerry
 
  
  From: Aditya C
  Date: Tue, 17 Feb 2009 10:14:45 +0530
  To: arslist@ARSLIST.ORG
  Subject: Date greater than 2037 in remedy
  **
  Hello,
 
  Remedy cannot take date more than year 2037 anything we can do to
 have it more than this.
 
  Regards,
  Aditya
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 html___
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 html___


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User Password Configuration

[Mayfield, Andy L.]

OK, I know this is probably an easy question, but I'm struggling a bit
this morning. 

How do you disable the Special Character requirement in the password
management in version 7.1?

I could have sworn that I've seen that option somewhere before, but I am
unable to locate it now.   

Thanks,

Andy L. Mayfield 
Protection  Control Sr. Technician
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 

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HPD_HELP_DESKview is missing

[Amit]

Hello All,

 

We are doing customization in BMC ITSM7. Currently we are facing one issue.
Somehow the view called HPD_HELP_DESK  got deleted from database. But T
table correspond to HPD:HelpDesk is present on the database.  So whenever we
are saving any  changes on the form called HPD:HelpDesk, system is throwing
AR warning message which is as follow:

Creation of one of the SQL views for the form failed within the SQL
database. 
Operation completed successfully, but the SQL view is not in place. (ARWARN
69). 

So is there any way to recover/create this view again without affecting
existing workflow?

Regards,

Amit 

 

 

 


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Re: HPD_HELP_DESKview is missing

[Walters, Mark]

The view should be recreated whenever you save the form so the message suggests 
that there is a problem doing this.  Turn on SQL logging and make/save a change 
and look to see what the problem is.

Mark Walters

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



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Amit
Sent: 16 February 2009 15:34
To: arslist@ARSLIST.ORG
Subject: HPD_HELP_DESKview is missing

**
Hello All,

We are doing customization in BMC ITSM7. Currently we are facing one issue. 
Somehow the view called HPD_HELP_DESK  got deleted from database. But T table 
correspond to HPD:HelpDesk is present on the database.  So whenever we are 
saving any  changes on the form called HPD:HelpDesk, system is throwing AR 
warning message which is as follow:

Creation of one of the SQL views for the form failed within the SQL database.
Operation completed successfully, but the SQL view is not in place. (ARWARN 69).

So is there any way to recover/create this view again without affecting 
existing workflow?

Regards,

Amit





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Help with printing an incident easily

[David Levenseller]

Hello,
 
 I've asked for help on this before and received some good replies (thank you 
VERY much) but it just doesn't seem to work. I'm trying to make it easy for 
someone to print the current incident they are looking at. Something like a 
Print Current Case button. I would like it to include the Work Info. It was 
suggested that I create a Join Form and have it pull the incident and any Work 
Info. I tried that and it seems to work pretty good except that it pulls the 
Work Info entries multiple times. 
 
 We also tried to create a hidden field where the Work Info goes to but then 
that would just take up more room and we also don't want sensitive data sitting 
in that text field.
 
1. AR Server  version 7.0.01 patch 005
2. Incident Management/Problem Management version 7.0.02 patch 005
3. Mid Tier version 6.03.00
4. Oracle version 10.2.0.4.0 - 64 bit
5. We are using Red Hat Linux and Tomcat as the operating systems and 
application server. I don't know their version/patch numbers.
 
 Thank you for any hints or suggestions.
 
 
David Levenseller
University of North Dakota
Help Center Leader
davidlevensel...@mail.und.edu 
Voice (701)777-2380
FAX   (701)777-3978

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Re: Tomcat Settings for ARS 7.1

[Begosh, Kevin]

Does anyone know where the java heap size allocation is for Servlet.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, February 13, 2009 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

I have not seen it in writing, but when we were doing performance
testing of the 7.x mid-tiers over the last two years we found that any
max setting over 1536 made tomcat unstable or hindered startup.  This
was true in both Win2K3 x86 and x64 environments, with several versions
of tomcat (all 32-bit of course).  Until we get a 64-bit tomcat, 64-bit
JVM, and 64-bit mid-tier that actually work together properly, I'm
guessing that this restriction will remain in place.

 

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:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Friday, February 13, 2009 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

I was actually told by a web server person at BMC, I will leave their
name out that said when dealing with java heap size and Tomcat for
RKM/Midtier you should not put the maximum size any higher than 1536MB
regardless of how much RAM you server might have.  They said that if you
do Tomcat will not start.  Has anyone ever heard of this.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, February 06, 2009 1:43 PM
To: arslist@arslist.org
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

The max should not be larger than 65 to 70 percent of the total
available free memory (unused) before Tomcat is started. Anything larger
and you will have problems even starting the service or it may crash
while stopping tomcat.

 

Joe

 



From: Begosh, Kevin kevin.beg...@lmco.com
To: arslist@ARSLIST.ORG
Sent: Thursday, February 5, 2009 9:30:58 PM
Subject: Re: Tomcat Settings for ARS 7.1

** 

For the Min and Max of the memory pool can you make it to big?  Like for
instance we have it as 300 and 1024.  I do not know who made it that I
just checked after this email.

 

Kevin Begosh, RSP 
Tech Ops 
Enterprise Business Services 
301-791-3540 Phone 
410-422-3623 Cell 
kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of YHK
Sent: Thursday, February 05, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** Go into program filesapache tomcat 5xmonitor tomcat

this will open the properties dialog

go to Java tab and set min to 512mb and max to 1536(on Apache for
webserver you can set up to 2gb)

from General tab, Stop tomcat and Start

You maybe crashing due to default JVM max which is way too low, 256mb

Hope this helps!
YHK

On Thu, Feb 5, 2009 at 4:34 PM, kishorkv kisho...@hotmail.com wrote:

** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1.
Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2.
How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs
timestamp along with the log messages. Reason: I see my Tomcat crashing
every 2 days once without any error messages. 

 

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Re: User Password Configuration

[Decou, Candace M]

Andy - go to the AR System Administration Console - Select System - then
Password Management Configuration.  There is a checkbox you can select
to Disable Default Character Restrictions.

Hope this helps.
:)
Candace

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, February 17, 2009 7:28 AM
To: arslist@ARSLIST.ORG
Subject: User Password Configuration

OK, I know this is probably an easy question, but I'm struggling a bit
this morning. 

How do you disable the Special Character requirement in the password
management in version 7.1?

I could have sworn that I've seen that option somewhere before, but I am
unable to locate it now.   

Thanks,

Andy L. Mayfield 
Protection  Control Sr. Technician
Alabama Power Company 
Office: 205-226-1805 
Cell: 205-288-9140 
SoLinc: 10*19140 


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Re: Tomcat Settings for ARS 7.1

[Craig Carter]

If by Servlet you are referring to New Atlanta's ServletExec products,
it's located in the StartServletExec.bat file inside the instance folder
where you installed the product:

...\Program Files\New Atlanta\ServletExec AS\se-xxx

You usually have to add these parameters before the -classpath
definition:

...\Program Files\Java\jdk1.5.0_17\bin\java -Xms512m -Xmx1536m
-classpath

//SIGNED//
Craig Carter
Software Engineer, RSP


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Tuesday, February 17, 2009 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

** 

Does anyone know where the java heap size allocation is for Servlet.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, February 13, 2009 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

I have not seen it in writing, but when we were doing performance
testing of the 7.x mid-tiers over the last two years we found that any
max setting over 1536 made tomcat unstable or hindered startup.  This
was true in both Win2K3 x86 and x64 environments, with several versions
of tomcat (all 32-bit of course).  Until we get a 64-bit tomcat, 64-bit
JVM, and 64-bit mid-tier that actually work together properly, I'm
guessing that this restriction will remain in place.

 

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:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Friday, February 13, 2009 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

I was actually told by a web server person at BMC, I will leave their
name out that said when dealing with java heap size and Tomcat for
RKM/Midtier you should not put the maximum size any higher than 1536MB
regardless of how much RAM you server might have.  They said that if you
do Tomcat will not start.  Has anyone ever heard of this.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, February 06, 2009 1:43 PM
To: arslist@arslist.org
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

The max should not be larger than 65 to 70 percent of the total
available free memory (unused) before Tomcat is started. Anything larger
and you will have problems even starting the service or it may crash
while stopping tomcat.

 

Joe

 



From: Begosh, Kevin kevin.beg...@lmco.com
To: arslist@ARSLIST.ORG
Sent: Thursday, February 5, 2009 9:30:58 PM
Subject: Re: Tomcat Settings for ARS 7.1

** 

For the Min and Max of the memory pool can you make it to big?  Like for
instance we have it as 300 and 1024.  I do not know who made it that I
just checked after this email.

 

Kevin Begosh, RSP 
Tech Ops 
Enterprise Business Services 
301-791-3540 Phone 
410-422-3623 Cell 
kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of YHK
Sent: Thursday, February 05, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** Go into program filesapache tomcat 5xmonitor tomcat

this will open the properties dialog

go to Java tab and set min to 512mb and max to 1536(on Apache for
webserver you can set up to 2gb)

from General tab, Stop tomcat and Start

You maybe crashing due to default JVM max which is way too low, 256mb

Hope this helps!
YHK

On Thu, Feb 5, 2009 at 4:34 PM, kishorkv kisho...@hotmail.com wrote:

** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1.
Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2.
How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs
timestamp along with the log messages. Reason: I see my Tomcat crashing
every 2 days once without any error messages. 

 

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Re: Tomcat Settings for ARS 7.1

[Begosh, Kevin]

Okay thanks I will check that.

Kevin Begosh, RSP
Tech Ops
Enterprise Business Services
301-791-3540 Phone
410-422-3623 Cell
kevin.beg...@lmco.com


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Craig Carter
Sent: Tuesday, February 17, 2009 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

If by Servlet you are referring to New Atlanta's ServletExec products,
it's located in the StartServletExec.bat file inside the instance folder
where you installed the product:

...\Program Files\New Atlanta\ServletExec AS\se-xxx

You usually have to add these parameters before the -classpath
definition:

...\Program Files\Java\jdk1.5.0_17\bin\java -Xms512m -Xmx1536m
-classpath

//SIGNED//
Craig Carter
Software Engineer, RSP


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Tuesday, February 17, 2009 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

** 

Does anyone know where the java heap size allocation is for Servlet.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, February 13, 2009 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

I have not seen it in writing, but when we were doing performance
testing of the 7.x mid-tiers over the last two years we found that any
max setting over 1536 made tomcat unstable or hindered startup.  This
was true in both Win2K3 x86 and x64 environments, with several versions
of tomcat (all 32-bit of course).  Until we get a 64-bit tomcat, 64-bit
JVM, and 64-bit mid-tier that actually work together properly, I'm
guessing that this restriction will remain in place.

 

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:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Friday, February 13, 2009 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

I was actually told by a web server person at BMC, I will leave their
name out that said when dealing with java heap size and Tomcat for
RKM/Midtier you should not put the maximum size any higher than 1536MB
regardless of how much RAM you server might have.  They said that if you
do Tomcat will not start.  Has anyone ever heard of this.

 

Kevin Begosh, RSP

Tech Ops

Enterprise Business Services

301-791-3540 Phone

410-422-3623 Cell

kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, February 06, 2009 1:43 PM
To: arslist@arslist.org
Subject: Re: Tomcat Settings for ARS 7.1

 

** 

The max should not be larger than 65 to 70 percent of the total
available free memory (unused) before Tomcat is started. Anything larger
and you will have problems even starting the service or it may crash
while stopping tomcat.

 

Joe

 



From: Begosh, Kevin kevin.beg...@lmco.com
To: arslist@ARSLIST.ORG
Sent: Thursday, February 5, 2009 9:30:58 PM
Subject: Re: Tomcat Settings for ARS 7.1

** 

For the Min and Max of the memory pool can you make it to big?  Like for
instance we have it as 300 and 1024.  I do not know who made it that I
just checked after this email.

 

Kevin Begosh, RSP 
Tech Ops 
Enterprise Business Services 
301-791-3540 Phone 
410-422-3623 Cell 
kevin.beg...@lmco.com

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of YHK
Sent: Thursday, February 05, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat Settings for ARS 7.1

 

** Go into program filesapache tomcat 5xmonitor tomcat

this will open the properties dialog

go to Java tab and set min to 512mb and max to 1536(on Apache for
webserver you can set up to 2gb)

from General tab, Stop tomcat and Start

You maybe crashing due to default JVM max which is way too low, 256mb

Hope this helps!
YHK

On Thu, Feb 5, 2009 at 4:34 PM, kishorkv kisho...@hotmail.com wrote:

** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1.
Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2.
How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs
timestamp along with the log messages. Reason: I see my Tomcat crashing
every 2 days once without any error messages. 

 

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Re: Help with printing an incident easily

[Lammey, Peter A.]

Ive been stuck with this dilemma as well.
This is a minor issue if you can fully utilize Crystal reports for any ticket 
printing you need.  Out of the box the Print Current Case button is a Crystal 
report and there is a way you can setup the Crystal report to show the multiple 
Work Info records with just the one set of Incident fields.  Its a matter of 
putting all the Incident fields in the Crystal Report into a Group section 
where you add a group by Incident ID.
In the details section of the report is where you put in the Work Info Summary, 
Description, Submit Date, etc.

You can also accomplish this in the Crystal report with the main report 
pointing to HPD:Help Desk and add a sub report that points to HPD:Worklog and 
add a sub report link using the Incident ID.
Let me know if you need specifics on that.

However, the biggest problem with Crystal is that those reports will not work 
on the web unless you setup a Crystal Enterprise server environment, license it 
with the same number of Incident licenses you have and then setup its 
integration.
This can be done but will be costly for your organization to afford the extra 
Business Objects licenses.

This really leaves you with only 2 other alternatives that I know of (please 
anyone with better ideas please chime in, I am curious to know if there are 
other alternatives):

1.  Setup a separate .NET application or some other web publishing development 
system to connect to Remedy using direct SQL against the AR System database and 
then change the button to a label with a button display and have the label 
setup to goto a URL that will call that .NET application that will display the 
data in a report.  This is something we are likely going to pursue.

2.  Add a Open Window action to the active link that already will open the 
Incident in a report that will point to the HPD:Worklog form and based on the 
'Incident Number' on the Work log table being set to the 'Incident Number' from 
the HPD:Help Desk form.  This will result in two windows being open from 
clicking on the button.  One with the incident details and one with the Work 
Log data associated to that incident.  The user will have to then print both 
windows.  Probably as better logic (to account for incidents with no Work info 
data) would be setup this Open Window/Report action in a separate active link 
that fires with the same conditions and from the same button as the Incident 
Print Current Case active link but executes after if it if the Work Info 
Inbound and Outbound counts are  0 (which will mean there is at least one Work 
Info record created and associated to that incident).



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of David Levenseller
Sent: Tuesday, February 17, 2009 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Help with printing an incident easily

**
Hello,

 I've asked for help on this before and received some good replies (thank you 
VERY much) but it just doesn't seem to work. I'm trying to make it easy for 
someone to print the current incident they are looking at. Something like a 
Print Current Case button. I would like it to include the Work Info. It was 
suggested that I create a Join Form and have it pull the incident and any Work 
Info. I tried that and it seems to work pretty good except that it pulls the 
Work Info entries multiple times.

 We also tried to create a hidden field where the Work Info goes to but then 
that would just take up more room and we also don't want sensitive data sitting 
in that text field.

1. AR Server  version 7.0.01 patch 005
2. Incident Management/Problem Management version 7.0.02 patch 005
3. Mid Tier version 6.03.00
4. Oracle version 10.2.0.4.0 - 64 bit
5. We are using Red Hat Linux and Tomcat as the operating systems and 
application server. I don't know their version/patch numbers.

 Thank you for any hints or suggestions.


David Levenseller
University of North Dakota
Help Center Leader
davidlevensel...@mail.und.edumailto:davidlevensel...@mail.und.edu
Voice (701)777-2380
FAX   (701)777-3978 __Platinum Sponsor: RMI Solutions ARSlist: Where the 
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JOB: Duluth, GA - Contract to Hire

[Axton]

Forwarding this information.  I do not represent or have any affiliation
with the listing or hiring company.  Please direct all questions to Chris
(contact information below).

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


Location:
- Duluth, GA

Rate:
- 90-95K Contract to Hire

Technical Skills:
- 4+ years of experience developing custom enterprise level REMEDY
solutions.
- 2+ years of experience with the installing, maintaining, customizing, and
integrating with the following REMEDY Application spaces - ITSM Suite (7.0),
SLM, and CMDB.
- 1+ year of experience integrating with network monitoring toolsets (BMC
preferred, but not required).
- 1+ year of experience in exposing REMEDY functionality through
WebServices.
- 1+ year of experience with Flashboards, BMC Dashboards  Analytics is
bonus, but not required.
- 1+ year of experience with Mid-Tier deployed applications, the environment
is heavily web-centric, with limited client tool deployment.
- Experience working in the following reporting platforms: Crystal
Reports/Business Objects.
- Experience in working with all stages of the Software Development Cycle
with demonstrated abilities in adhering to project goals and deadlines.
- Experience in gathering requirements and meeting customer expectations.
- Experience in documenting design and workflow.
- Knowledge of modeling tools is desirable.
- Experience with MS SQL Server 2000 - 2005 or Oracle 10g is a strong plus.

Education  Experience:
- B.S. or M.S. in Computer Science (or related discipline), advanced
industry certifications or equivalent work experience
- 4+ years of BMC Product Suite experience
- Experience in delivering Enterprise Class, multi-tiered, high volume, ,
customer-facing solutions.

Work Environment:
- Fast paced environment with many back-to-back meeting, tight timelines,
and high stress situations.

Chris Griffin
Veredus Corporation
One Atlanta Plaza
950 East Paces Ferry Rd. NE
Suite 1585
Atlanta, Ga 30326
Direct: 678-420-7499

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7.5 CMDB

[Oracle4Me]

Hi,
 
I am a newbie - and was wondering how do I know if the CMDB is installed? I  
installed AR 7.5.
 
I see the BMC Atrium core on my home page, yet when I click it - the  program 
can not display the page.  I've installed the ITSM applications -  if I 
reinstall CMDB will this over-write anything?
 
 
**Need a job? Find an employment agency near you. 
(http://yellowpages.aol.com/search?query=employment_agenciesncid=emlcntusyelp0003)

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Re: Help with printing an incident easily

[David Sanders]

Hi Peter

 

There is also ARSReport Link that is a web-based reporting solution for
Remedy.  Here is an example report showing Incident details and linked
worklog notes. Click the link to run the report in real-time.

 

http://www.buoyantsolutions.net/cgi-bin/arsrep6.exe?Report=IncidentTicketDet
ails
http://www.buoyantsolutions.net/cgi-bin/arsrep6.exe?Report=IncidentTicketDe
tailsESSIncidentDetails='1'%20=%20%22BSR1302%22
ESSIncidentDetails='1'%20=%20%22BSR1302%22

 

ARSReport Link is supplied as part of ESS, but can run against any Remedy
form, so you can set up reports for ITSM7 Incidents and worklog notes just
as easily.  It does not require per-user licensing.

 

See http://www.ntuition.de/index.php?arsreportlink_en  or
http://www.buoyantsolutions.net http://www.buoyantsolutions.net/  for
further info

 

Regards

 

 

David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==

 

tel +44 1494 468980

mobile +44 7710 377761

email david.sand...@westoverconsulting.co.uk

 

web http://www.westoverconsulting.co.uk
http://www.westoverconsulting.co.uk/ 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, February 17, 2009 5:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with printing an incident easily

 

Ive been stuck with this dilemma as well.

This is a minor issue if you can fully utilize Crystal reports for any
ticket printing you need.  Out of the box the Print Current Case button is a
Crystal report and there is a way you can setup the Crystal report to show
the multiple Work Info records with just the one set of Incident fields.
Its a matter of putting all the Incident fields in the Crystal Report into a
Group section where you add a group by Incident ID.

In the details section of the report is where you put in the Work Info
Summary, Description, Submit Date, etc.

 

You can also accomplish this in the Crystal report with the main report
pointing to HPD:Help Desk and add a sub report that points to HPD:Worklog
and add a sub report link using the Incident ID.

Let me know if you need specifics on that.

 

However, the biggest problem with Crystal is that those reports will not
work on the web unless you setup a Crystal Enterprise server environment,
license it with the same number of Incident licenses you have and then setup
its integration.

This can be done but will be costly for your organization to afford the
extra Business Objects licenses.

 

This really leaves you with only 2 other alternatives that I know of (please
anyone with better ideas please chime in, I am curious to know if there are
other alternatives):

 

1.  Setup a separate .NET application or some other web publishing
development system to connect to Remedy using direct SQL against the AR
System database and then change the button to a label with a button display
and have the label setup to goto a URL that will call that .NET application
that will display the data in a report.  This is something we are likely
going to pursue.

 

2.  Add a Open Window action to the active link that already will open the
Incident in a report that will point to the HPD:Worklog form and based on
the 'Incident Number' on the Work log table being set to the 'Incident
Number' from the HPD:Help Desk form.  This will result in two windows being
open from clicking on the button.  One with the incident details and one
with the Work Log data associated to that incident.  The user will have to
then print both windows.  Probably as better logic (to account for incidents
with no Work info data) would be setup this Open Window/Report action in a
separate active link that fires with the same conditions and from the same
button as the Incident Print Current Case active link but executes after if
it if the Work Info Inbound and Outbound counts are  0 (which will mean
there is at least one Work Info record created and associated to that
incident).

 

 

Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of David Levenseller
Sent: Tuesday, February 17, 2009 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Help with printing an incident easily

** 

Hello,

 

 I've asked for help on this before and received some good replies (thank
you VERY much) but it just doesn't seem to work. I'm trying to make it easy
for someone to print the current incident they are looking at. Something
like a Print Current Case button. I would like it to include the Work Info.
It was suggested that I create a Join Form and have it pull the incident and
any Work Info. I tried that and it seems to work pretty good except that it
pulls the Work Info entries multiple times. 

 

 We also tried to create a hidden field where the Work Info goes to but then
that would just take up more room and we also 

Renaming Support Group Name

[Steven Iocco]

Hi all.  In the process of changing a support group name from X to Y.  
Wondering if anyone has done this before and can comment on the gotcha's during 
the process.  I assume there is more then one place where I need to make this 
change.  Any help is appreciated.
Thanks
Steve
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Re: Renaming Support Group Name

[J.T. Shyman]

If you are on version 7.1 the Data Management Wizard can do this for you
relatively easily.

 

--- J.T. Shyman

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steven Iocco
Sent: Tuesday, February 17, 2009 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Renaming Support Group Name

 

Hi all.  In the process of changing a support group name from X to Y.
Wondering if anyone has done this before and can comment on the gotcha's
during the process.  I assume there is more then one place where I need to
make this change.  Any help is appreciated.
Thanks
Steve

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Re: Date greater than 2037 in remedy

[Marty.Thorin]

Goof morning:
What you are seeing is the side effect of Unix time starting on
January 1, 1970 and being counted, by the second, since then.  In 2037
the 32 bit timestamp will roll from 0x7FFF to 0x8000.This is
the Unix version of the Y2K problem.  It has been solved by going to a
64 bit timestamp.
 
MySQL is just being 'the canary in the coal mine'.
Thorin



From: Rick Cook [mailto:remedyr...@gmail.com] 
Sent: Monday, February 16, 2009 11:02 PM
Subject: Re: Date greater than 2037 in remedy


I am guessing that going to a 64 bit operating system will remove that
limitation. 

Rick 

Sent from my Verizon Wireless BlackBerry



From: Aditya C 
Date: Tue, 17 Feb 2009 10:14:45 +0530
To: arslist@ARSLIST.ORG
Subject: Date greater than 2037 in remedy


** 
Hello,
 
Remedy cannot take date more than year 2037 anything we can do to
have it more than this.
 
Regards,
Aditya
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Re: Renaming Support Group Name

[Steven Iocco]

Great.  Is this data management tool available in patch 9005?
Thanks in advance.
Steve



Date: Tue, 17 Feb 2009 13:01:15 -0500From: jshy...@columnit.comsubject: Re: 
Renaming Support Group NameTo: arsl...@arslist.org** 





If you are on version 7.1 the Data Management Wizard can do this for you 
relatively easily.
 


--- J.T. Shyman
 
 




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Steven IoccoSent: Tuesday, February 
17, 2009 1:00 PMTo: arsl...@arslist.orgsubject: Renaming Support Group Name
 
Hi all.  In the process of changing a support group name from X to Y.  
Wondering if anyone has done this before and can comment on the gotcha's during 
the process.  I assume there is more then one place where I need to make this 
change.  Any help is appreciated.ThanksSteve__Platinum Sponsor: RMI Solutions 
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Re: Renaming Support Group Name

[J.T. Shyman]

Yes, that is it. Make sure you get the latest one. The first release, DM
1.00.00 didn't have the wizard. The updated version DM 1.00.01 does.

 

--- J.T. Shyman

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steven Iocco
Sent: Tuesday, February 17, 2009 1:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming Support Group Name

 

Great.  Is this data management tool available in patch 9005?
Thanks in advance.
Steve



  _  


Date: Tue, 17 Feb 2009 13:01:15 -0500
From: jshy...@columnit.com
Subject: Re: Renaming Support Group Name
To: arslist@ARSLIST.ORG

** 

If you are on version 7.1 the Data Management Wizard can do this for you
relatively easily.

 

--- J.T. Shyman

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steven Iocco
Sent: Tuesday, February 17, 2009 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Renaming Support Group Name

 

Hi all.  In the process of changing a support group name from X to Y.
Wondering if anyone has done this before and can comment on the gotcha's
during the process.  I assume there is more then one place where I need to
make this change.  Any help is appreciated.
Thanks
Steve

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Re: Need Help with syntax for Runmacro from escalation, works from dos cmd

[Lyle Taylor]

Try putting quotes around all arguments that have spaces in them.  Otherwise it 
will treat those arguments as multiple separate arguments rather than one 
argument with a  space in it:

C:\Program Files\AR System\runmacro.exe  -h C:\Documents and 
Settings\All Users\Application Data\AR System\home\arcmds -i Reporting  -x 
MyServer  -U username -P password

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shrestha, Manjari R.
Sent: Thursday, February 05, 2009 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Need Help with syntax for Runmacro from escalation, works from dos cmd

**
Hi,

I am able to run the following command from cmd prompt:

C:\Program Files\AR System\runmacro.exe  -h C:\Documents and Settings\All 
Users\Application Data\AR System\home\arcmds -i Reporting -x MyServer  -U 
username -P password

However when I try the same syntax from an escalation through Run Process, it 
does not work. I am using the following syntax in RUN PROCESS:

C:\Program Files\AR System\runmacro.exe  -h C:\Documents and Settings\All 
Users\Application Data\AR System\home\arcmds -i Reporting  -x MyServer  -U 
username -P password


Thanks in advance.


Manjari R. Shrestha
Programmer Analyst

SAIC
12530 Parklawn Drive, Suite 350
Rockville, MD 20852
Office: (301) 998-7364
ranj...@saic.commailto:ranj...@saic.com


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inline: image001.jpg

Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Guillaume Rheault]

For all of you who used to have ITSM in your laptops for demo purposes (albeit 
with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of memory.
The ITSM installer also refers to that requirement, but apparently is not 
enforcing it, since I am running it right now on a 4GB development server. So 
it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining there is 
not enough memory!!

My concern is that it seems less and less feasible to load the ITSM suite in a 
laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB limit in which case 
my 4 GB dual processor laptop, which is fairly high end by the way, will not be 
able to run it, or even install it. How about that. So unless you have a real 
server out there that you can remote connect to, you would not be able to demo 
the app at all.

I wonder if BMC has even thought and wondered about all this for their own 
sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a customer site 
until you have been granted access to. Even then, you always run into the 
possibility of network issues or something that prevents you to demo the app. 
Being able to demo the app from the laptop has always been a very good fail 
safe alternativeone that looks less and less feasible.

Guillaume

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Re: HPD_HELP_DESKview is missing

[Joe DeSouza]

Easiest way is create a fake view, then add a data field, save the form, this 
will recreate the view.. You can then delete the form.

Another way could be to restore the view from a database backup if you have one 
before it got accidently deleted. Then to bring the view to the most current 
definition, perform the above steps.

Cheers

Joe





From: Amit raccons...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Monday, February 16, 2009 10:33:48 AM
Subject: HPD_HELP_DESKview is missing

** 
Hello All,
 
We are doing customization in BMC ITSM7. Currently we are facing one issue. 
Somehow the view called HPD_HELP_DESK  got deleted from database. But T table 
correspond to HPD:HelpDesk is present on the database.  So whenever we are 
saving any  changes on the form called HPD:HelpDesk, system is throwing AR 
warning message which is as follow:
Creation of one of the SQL views for the form failed within the SQL database. 
Operation completed successfully, but the SQL view is not in place. (ARWARN 
69). 
So is there any way to recover/create this view again without affecting 
existing workflow?
Regards,
Amit




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Re: 7.5 CMDB

[Guillaume Rheault]

Do you have the mid-tier 7.5 installed? You need it for the cmdb console in 
7.5, on the same server as ARS or another server

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of 
oracle...@aol.com
Sent: Tue 02/17/09 12:45 PM
To: arslist@ARSLIST.ORG
Subject: 7.5 CMDB
 
Hi,
 
I am a newbie - and was wondering how do I know if the CMDB is installed? I  
installed AR 7.5.
 
I see the BMC Atrium core on my home page, yet when I click it - the  program 
can not display the page.  I've installed the ITSM applications -  if I 
reinstall CMDB will this over-write anything?
 
 
**Need a job? Find an employment agency near you. 
(http://yellowpages.aol.com/search?query=employment_agenciesncid=emlcntusyelp0003)

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Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Rick Cook]

I saw that too. Since 32 bit OS only supports about 3 Gb RAM, we are 
effectively forced to either a server OS, a Linux one, or a 64 bit OS upgrade.  
Laptop servers appear to be endangered. 

Rick

Sent from my Verizon Wireless BlackBerry

-Original Message-
From: Guillaume Rheault guilla...@dcshq.com

Date: Tue, 17 Feb 2009 10:49:43 
To: arslist@ARSLIST.ORG
Subject: Heads-up: ITSM 7.5 needs 6 GB of memory ?


For all of you who used to have ITSM in your laptops for demo purposes (albeit 
with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of memory.
The ITSM installer also refers to that requirement, but apparently is not 
enforcing it, since I am running it right now on a 4GB development server. So 
it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining there is 
not enough memory!!

My concern is that it seems less and less feasible to load the ITSM suite in a 
laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB limit in which case 
my 4 GB dual processor laptop, which is fairly high end by the way, will not be 
able to run it, or even install it. How about that. So unless you have a real 
server out there that you can remote connect to, you would not be able to demo 
the app at all.

I wonder if BMC has even thought and wondered about all this for their own 
sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a customer site 
until you have been granted access to. Even then, you always run into the 
possibility of network issues or something that prevents you to demo the app. 
Being able to demo the app from the laptop has always been a very good fail 
safe alternativeone that looks less and less feasible.

Guillaume

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Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Matt Worsdell]

FYI I loaded in a VM environment with only 2GB assigned.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: 17 February 2009 18:50
To: arslist@ARSLIST.ORG
Subject: Heads-up: ITSM 7.5 needs 6 GB of memory ?

 

** 

For all of you who used to have ITSM in your laptops for demo purposes
(albeit with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of memory.
The ITSM installer also refers to that requirement, but apparently is not
enforcing it, since I am running it right now on a 4GB development server.
So it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining there
is not enough memory!!

My concern is that it seems less and less feasible to load the ITSM suite in
a laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB limit in which
case my 4 GB dual processor laptop, which is fairly high end by the way,
will not be able to run it, or even install it. How about that. So unless
you have a real server out there that you can remote connect to, you would
not be able to demo the app at all.

I wonder if BMC has even thought and wondered about all this for their own
sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a customer
site until you have been granted access to. Even then, you always run into
the possibility of network issues or something that prevents you to demo the
app. Being able to demo the app from the laptop has always been a very good
fail safe alternativeone that looks less and less feasible.

Guillaume

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Re: Selective field modification Status

[Guillaume Rheault]

I was too quick sending this.
The Oracle 11g flashback archival at the table level will not do by itself all 
that you want. What it will do is audit-trail the table, similar to the Remedy 
form auditing, so that you can see how the table looked in the past.

However you still need to create active links/filters with set fields using SQL 
(i..e bypassing remedy) to query the table the way looked in the past and from 
there create other active links/filters to display the messages. 

-Guillaume


-Original Message-
From: Guillaume Rheault
Sent: Tue 02/17/09 1:51 PM
To: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG
Subject: RE: Selective field modification Status
 
If your ARS database is Oracle, and specifically Oracle 11g, you may want to 
take a look at enabling and using the new flashback archival at the table 
level, which does all that you are requesting at the database level. 
Then with SQL select statements you can display the table data the way it 
looked in the past.
My point is, maybe your solution is something at the database level not at the 
Remedy level

-Guillaume
 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ganga Prasad
Sent: Thursday, February 12, 2009 7:31 AM
To: arslist@ARSLIST.ORG
Subject: Selective field modification Status


** Hello There,

I am playing with good and unique Requirement. Almost exhausted my mind.
Any idea would be appriciate..

I have a Regular Form with around 600 fields. Out of the 50 are Visible
filed to user, 300 workflow purpose field and rest can be viewed by
going to other display only forms via clicking different button.

I came across a requirement where it says if ONLY 4 Particular fields
are modified, then it should not show any message Else it should show a
pup-up while saving. Currently we are showing the pup-up on every
modify.

Logically requirement would look as below

Lets call the 4 field as Group1 fields and the rest 596 fields as Group2
fields
any/all G1 fields modified + any/all G2 fields modified - message
should display
any/all G1 fields modified + any G2 fields NOT  modified - message
should NOT display
any/all G1 fields NOT modified + any/all G2 fields modified - message
should display
any/all G1 fields NOT  modified + any/all G2 fields NOT modified - NO
NEED TO WORRY CAUSE SAVE BUTTON WONT ENABLE

Thanks and Regards,
Ganga Prasad Pattnaik,
-
988-673-3435
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Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Easter, David]

 Since 32 bit OS only supports about 3 Gb RAM
 
That's not completely true.  A 32-bit OS only supports up to 4GB of
memory per application (or process) - but server as a whole can have
more than 4GB of memory.

Here's a brief article on this topic:
 
http://www.brianmadden.com/blogs/brianmadden/archive/2004/02/19/the-4gb-
windows-memory-limit-what-does-it-really-mean.aspx
 
It is completely true that the largest process will be the AR System
server process itself - and that process is limited therefore to 4GB (of
which the OS uses a percentage for overhead management).  But since
multiple processes exist and are running within the larger ITSM
solution, each process may take advantage of its own memory space. 
 
Also note that this recommendation is intended for production systems.
To quote (page 15):
 
The following description provides the minimum hardware requirements
for BMC Remedy AR System and one complex application (for example, BMC
Remedy Asset Management), in a production environment, on a Windows
server.
 
Obviously, a non-production environment may run properly on less memory.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, February 17, 2009 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?


** 
I saw that too. Since 32 bit OS only supports about 3 Gb RAM, we are
effectively forced to either a server OS, a Linux one, or a 64 bit OS
upgrade. Laptop servers appear to be endangered. 

Rick


Sent from my Verizon Wireless BlackBerry



From: Guillaume Rheault 
Date: Tue, 17 Feb 2009 10:49:43 -0800
To: arslist@ARSLIST.ORG
Subject: Heads-up: ITSM 7.5 needs 6 GB of memory ?


For all of you who used to have ITSM in your laptops for demo purposes
(albeit with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of
memory.
The ITSM installer also refers to that requirement, but apparently is
not enforcing it, since I am running it right now on a 4GB development
server. So it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining
there is not enough memory!!

My concern is that it seems less and less feasible to load the ITSM
suite in a laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB
limit in which case my 4 GB dual processor laptop, which is fairly high
end by the way, will not be able to run it, or even install it. How
about that. So unless you have a real server out there that you can
remote connect to, you would not be able to demo the app at all.

I wonder if BMC has even thought and wondered about all this for their
own sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a
customer site until you have been granted access to. Even then, you
always run into the possibility of network issues or something that
prevents you to demo the app. Being able to demo the app from the laptop
has always been a very good fail safe alternativeone that looks less
and less feasible.

Guillaume


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Re: Help with printing an incident easily

[David Sanders]

Hi Peter

 

It works with 7.x and 7.1 as well.  The server you are connecting to is 7.1.
I haven't tested it with a 7.5 server, but I expect the worst that could
happen is that I'd need a copy of the earlier dlls for the cgi application
to use.

 

Regards

 

David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==

 

tel +44 1494 468980

mobile +44 7710 377761

email  mailto:david.sand...@westoverconsulting.co.uk
david.sand...@westoverconsulting.co.uk

 

web  http://www.westoverconsulting.co.uk/
http://www.westoverconsulting.co.uk

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, February 17, 2009 7:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with printing an incident easily

 

David,

 

Does this support ARS 7.01 or ARS 7.1?

On this page that describes the application it only indicates that it
supports ARS 5.X through 6.X.

 

 

 

Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of David Sanders
Sent: Tuesday, February 17, 2009 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with printing an incident easily

** 

Hi Peter

 

There is also ARSReport Link that is a web-based reporting solution for
Remedy.  Here is an example report showing Incident details and linked
worklog notes. Click the link to run the report in real-time.

 

http://www.buoyantsolutions.net/cgi-bin/arsrep6.exe?Report=IncidentTicketDet
ails
http://www.buoyantsolutions.net/cgi-bin/arsrep6.exe?Report=IncidentTicketDe
tailsESSIncidentDetails='1'%20=%20%22BSR1302%22
ESSIncidentDetails='1'%20=%20%22BSR1302%22

 

ARSReport Link is supplied as part of ESS, but can run against any Remedy
form, so you can set up reports for ITSM7 Incidents and worklog notes just
as easily.  It does not require per-user licensing.

 

See http://www.ntuition.de/index.php?arsreportlink_en  or
http://www.buoyantsolutions.net http://www.buoyantsolutions.net/  for
further info

 

Regards

 

 

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Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Louise Van Hine]

Guilleaume,
 
I think that the ever-increasing resource requirements for the ITSM application 
are the reason why BMC started building the VMware Flight decks complete with 
a demo script for standard behavior for each of the modules, in order to supply 
a portable demo environment.  I just finished installing 7..5 into a VM 
multiple server environment, and it sure wasn't a slam dunk.

--- On Tue, 2/17/09, Guillaume Rheault guilla...@dcshq.com wrote:

From: Guillaume Rheault guilla...@dcshq.com
Subject: Heads-up: ITSM 7.5 needs 6 GB of memory ?
To: arslist@ARSLIST.ORG
Date: Tuesday, February 17, 2009, 1:49 PM


** 
For all of you who used to have ITSM in your laptops for demo purposes (albeit 
with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of memory.
The ITSM installer also refers to that requirement, but apparently is not 
enforcing it, since I am running it right now on a 4GB development server. So 
it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining there is 
not enough memory!!

My concern is that it seems less and less feasible to load the ITSM suite in a 
laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB limit in which case 
my 4 GB dual processor laptop, which is fairly high end by the way, will not be 
able to run it, or even install it. How about that. So unless you have a real 
server out there that you can remote connect to, you would not be able to demo 
the app at all.

I wonder if BMC has even thought and wondered about all this for their own 
sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a customer site 
until you have been granted access to. Even then, you always run into the 
possibility of network issues or something that prevents you to demo the app. 
Being able to demo the app from the laptop has always been a very good fail 
safe alternativeone that looks less and less feasible.

Guillaume
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Houston RUG

[Pierson, Shawn]

Good afternoon,

There is currently no formal Remedy User Group in the Houston area.  We've 
attended some meetings put together by consulting firms, which while 
informative are geared towards selling that company's services.  I'm curious if 
anyone else from Houston is on the list and would be interested in working with 
us to possibly set one up, or at least have some informal meetings between 
Remedy teams to discuss how you are using the system, fixes to common problems, 
and issues with us.

If you might be interested, reply on the list or send me an email directly.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union




Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Guillaume Rheault]

Good point Louise...

BTW, my upgrade to ARS 7.5, and CMDB 7.5 were anything but a slam dunk. Anytime 
that I hear a BMC marketing type saying this upgrade is easy I just cringe. 
They really should stop saying that!

I ran into there issues: 
1. the Oracle 10g R2 client that needs to be installed on the app server 
connecting to the oracle database.
2. you need a tnsnames.ora file that resolves the instance name. You can't use 
ldap to resolve instance names. This is bug SW00280100. By the way this bug is 
specific with ARS 7.5. ARS 7.1 did resolve the instance name with ldap.
3. the CMDB 7.5 installer/upgrader has issues if you run it more than one 
time, because it failed. Looks like this issue will be addressed in the next 
CMDB installer release.

The ITSM 7.5 upgrade is still running, will see if that one throws out an 
error. That would 3 out 3, but not surprising.

-Guillaume


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Louise Van 
Hine
Sent: Tue 02/17/09 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?
 
Guilleaume,
 
I think that the ever-increasing resource requirements for the ITSM application 
are the reason why BMC started building the VMware Flight decks complete with 
a demo script for standard behavior for each of the modules, in order to supply 
a portable demo environment.  I just finished installing 7..5 into a VM 
multiple server environment, and it sure wasn't a slam dunk.

--- On Tue, 2/17/09, Guillaume Rheault guilla...@dcshq.com wrote:

From: Guillaume Rheault guilla...@dcshq.com
Subject: Heads-up: ITSM 7.5 needs 6 GB of memory ?
To: arslist@ARSLIST.ORG
Date: Tuesday, February 17, 2009, 1:49 PM


** 
For all of you who used to have ITSM in your laptops for demo purposes (albeit 
with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of memory.
The ITSM installer also refers to that requirement, but apparently is not 
enforcing it, since I am running it right now on a 4GB development server. So 
it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining there is 
not enough memory!!

My concern is that it seems less and less feasible to load the ITSM suite in a 
laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB limit in which case 
my 4 GB dual processor laptop, which is fairly high end by the way, will not be 
able to run it, or even install it. How about that. So unless you have a real 
server out there that you can remote connect to, you would not be able to demo 
the app at all.

I wonder if BMC has even thought and wondered about all this for their own 
sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a customer site 
until you have been granted access to. Even then, you always run into the 
possibility of network issues or something that prevents you to demo the app. 
Being able to demo the app from the laptop has always been a very good fail 
safe alternativeone that looks less and less feasible.

Guillaume
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SMS2CMDB with SCOM 2007

[Dip Patel]

List,
Is SCOM 2007 compatible with SMS2CMDB 1.6.2 ? We're having CMDB 2.1 
AIE .

 Thanks for your input in advance.

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7.5 Installers - comments

[Guillaume Rheault]

Some comments on the new Java based 7.5 installers:

Plus:

- Consistency between Windows/Linus/UNIX environments
- Linux and UNIX now have GUI installers

Minus:

- These installers are still black boxes, like the old windows installers. By 
contrast, the UNIX installers were open-source: you could view the shell script 
to see what the installer would do. You could restart the installer at a later 
stage, if something failed and you needed to fix something: therefore the 
installer did not have to execute in its entirety. 
And last but not least, you could edit the installer script to fix any errors, 
which I actually did a couple of times.

I wish the BMC open source vision included the installers ( at least for the 
Remedy product line). Maybe something that William Hurley should consider and 
push in the organization. 

-Guillaume

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Archive Question

[Brittain, Mark]

Hi All,

I have a question about a modification to a regular form and the affect
on an archive form. If I add more attachments to an attachment pool will
that break the archiving?  The way I read it in the book, it will not,
but want to be sure.


ARS 6.3 patch 20

Thanks
Mark


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Remedy Development Best Practices

[Steven Iocco]

Hi folks.  Just wondering what practices some developers are using for custom 
code and enhancing ootb workflow.  IE, field ID's in a non reserved range, New 
workflow easily identified perhpaps by the company name etc.  My real big 
dillemma is modifying existing workflow. Does anyone have some best practices 
for modifying existing workflow so that in the event of an upgrade pitfalls can 
be avoided or at least anticipated?
Thanks
Steve
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Re: Remedy Development Best Practices

[Ray Palla]

Generally speaking Steve;
 
The best method is to disable the OOB workflow and then do a Save As...
Renaming to your custom nomenclature.  Modify and enable the new workflow.
You can then save a .def file of your new workflow to import (if needed)
following a new patch or upgrade.  Often following an upgrade your old OOB
workflow will be re-enabled, so a .def of those is usually a good idea to
keep track of them and allow you to compare any modification made by the
update.
 
As far as naming convention...  Some people put the company name (ABC) at
the front of the old name, but I find it's easier to find them alongside the
original code if the company name is added to the end.
 
For field IDs I let the system pick it unless I'm using the field in
multiple forms and want continuity across them.  Everyone has a different
way of assigning their own IDs.  I've seen some separate ranges for each
specific field type, while others just go with a large group that is not in
the Remedy reserved range.  To each his own.  I find that there is little
gained by either approach and tracking them is time consuming.
 
Have fun;
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Steven Iocco
Sent: Tuesday, February 17, 2009 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Development Best Practices


** Hi folks.  Just wondering what practices some developers are using for
custom code and enhancing ootb workflow.  IE, field ID's in a non reserved
range, New workflow easily identified perhpaps by the company name etc.  My
real big dillemma is modifying existing workflow. Does anyone have some best
practices for modifying existing workflow so that in the event of an upgrade
pitfalls can be avoided or at least anticipated?
Thanks
Steve
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Re: 7.5 CMDB

[Louise Van Hine]

I just installed 7.5 and had the same problem.
 
You have to make sure that you go into the User Tool  AR System Administration 
 Server Information  Advanced tab.
 
You must put in a value for Default Web Path:
 
http://midtierserver:8080/arsys
 
where midtierserver is the server name where your Midtier is installed.
 
You also need to confirm that you have synchronized the Midtier administrator 
password in the Midtier Configuration tool.  
 


--- On Tue, 2/17/09, oracle...@aol.com oracle...@aol.com wrote:

From: oracle...@aol.com oracle...@aol.com
Subject: 7.5 CMDB
To: arslist@ARSLIST.ORG
Date: Tuesday, February 17, 2009, 12:45 PM


** 
Hi,
 
I am a newbie - and was wondering how do I know if the CMDB is installed? I 
installed AR 7.5.
 
I see the BMC Atrium core on my home page, yet when I click it - the program 
can not display the page.  I've installed the ITSM applications - if I 
reinstall CMDB will this over-write anything?
 
 


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Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

[Grooms, Frederick W]

Actually here is the official physical memory limits from Microsoft  
http://msdn.microsoft.com/en-us/library/aa366778(VS.85).aspx

Part of the confusion here is that while each process can access up 4GB of 
memory you are still limited to the amount of memory the OS will see.  If the 
OS can't see it, the OS can't allocate it to a process.  Some versions of 
Windows are written to never allow access to more than a specific amount of 
memory.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, February 17, 2009 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

 Since 32 bit OS only supports about 3 Gb RAM
 
That's not completely true.  A 32-bit OS only supports up to 4GB of memory per 
application (or process) - but server as a whole can have more than 4GB of 
memory.

Here's a brief article on this topic:
 
http://www.brianmadden.com/blogs/brianmadden/archive/2004/02/19/the-4gb-windows-memory-limit-what-does-it-really-mean.aspx
 
It is completely true that the largest process will be the AR System server 
process itself - and that process is limited therefore to 4GB (of which the OS 
uses a percentage for overhead management).  But since multiple processes exist 
and are running within the larger ITSM solution, each process may take 
advantage of its own memory space. 
 
Also note that this recommendation is intended for production systems.  To 
quote (page 15):
 
The following description provides the minimum hardware requirements for BMC 
Remedy AR System and one complex application (for example, BMC Remedy Asset 
Management), in a production environment, on a Windows server.
 
Obviously, a non-production environment may run properly on less memory.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, February 17, 2009 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Heads-up: ITSM 7.5 needs 6 GB of memory ?

I saw that too. Since 32 bit OS only supports about 3 Gb RAM, we are 
effectively forced to either a server OS, a Linux one, or a 64 bit OS upgrade. 
Laptop servers appear to be endangered. 

Rick
Sent from my Verizon Wireless BlackBerry


From: Guillaume Rheault 
Date: Tue, 17 Feb 2009 10:49:43 -0800
To: arslist@ARSLIST.ORG
Subject: Heads-up: ITSM 7.5 needs 6 GB of memory ?
For all of you who used to have ITSM in your laptops for demo purposes (albeit 
with a lot of pain):

In the ITSM 7.5 install guide, it states that it requires 6 GBs of memory.
The ITSM installer also refers to that requirement, but apparently is not 
enforcing it, since I am running it right now on a 4GB development server. So 
it did not complain, which is very good .
However, I just hope the installer does not crap out on me complaining there is 
not enough memory!!

My concern is that it seems less and less feasible to load the ITSM suite in a 
laptop to demo it. Maybe ITSM 7.5.1 will enforce that 6 GB limit in which case 
my 4 GB dual processor laptop, which is fairly high end by the way, will not be 
able to run it, or even install it. How about that. So unless you have a real 
server out there that you can remote connect to, you would not be able to demo 
the app at all.

I wonder if BMC has even thought and wondered about all this for their own 
sales force, and the partners' sales force
I mean sometimes you are not allowed external network access at a customer site 
until you have been granted access to. Even then, you always run into the 
possibility of network issues or something that prevents you to demo the app. 
Being able to demo the app from the laptop has always been a very good fail 
safe alternativeone that looks less and less feasible.

Guillaume

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Re: SMS2CMDB with SCOM 2007

[Kelly Deaver]

**
You might find this thread on BMC Developer Network a good read on the subject -
http://developer.bmc.com/communities/thread/6999?tstart=30

Kelly Deaver
kdea...@kellydeaver.com
(Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC)



 Original Message Subject: SMS2CMDB with SCOM 2007From: Dip Patel dpatel1...@gmail.comDate: Tue, February 17, 2009 2:42 pmTo: arslist@ARSLIST.ORG** List, Is SCOM 2007 compatible with SMS2CMDB 1.6.2 ? We're having CMDB 2.1  AIE .Thanks for your input in advance.__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ 
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Re: Remedy Development Best Practices

[bruce sisk]

**


A little used feature of the Remedy admin tool is the packing list feature. I work within the packing list or workspace. I add the existing workflow or forms to be modified to a packing list. After I have completed development, I export the contents of the packing list to a def file and use migrator to import just the differences. After that, I zip up the def files and the results from migrator. If required in your environment, you could check this zip into a source control solution.
For new fields, especially if you are adding a new field to an OOTB form, you definately want to use a custom fieldid range. It can be anything you want...but you have to get in the habit of doing it. The reason this is valuable, you could then develop an sql query like the one below that could be used to search the fields table for fields in the range.
I run this from ARUtilities...
select f.fieldid, f.fieldname, a.name, CASE WHEN datatype= 2 THEN 'Integer' WHEN datatype= 3 THEN 'Real' WHEN datatype= 4 THEN 'Character' WHEN datatype= 5 THEN 'Diary' WHEN datatype= 6 THEN 'Selection' WHEN datatype= 7 THEN 'Date/Time' WHEN datatype=10 THEN 'Decimal' WHEN datatype=11 THEN 'Attachment' WHEN datatype=12 THEN 'Currency' WHEN datatype=13 THEN 'Date' WHEN datatype=14 THEN 'Time' WHEN datatype=31 THEN 'Trim' WHEN datatype=32 THEN 'Button' WHEN datatype=33 THEN 'Table' WHEN datatype=34 THEN 'Column' WHEN datatype=35 THEN 'Page Field' WHEN datatype=36 THEN 'Page Holder' WHEN datatype=37 THEN 'Attachment Pool' WHEN datatype=42 THEN 'View' ELSE 'UNKNOWN' END AS FIELDTYPE from field f, arschema a where f.schemaid = a.schemaid and ((f.fieldid like '85%' AND f.fieldid  536870912) or (f.fieldid like '185%' AND f.fieldid  99 AND f.fieldid  2000)) order by f.fieldid desc
Notice the 85% and 185% (global fields)...these are the field ranges I use.
Bruce Sisk
BFS Enterprises

-Original Message- From: Ray Palla Sent: Feb 17, 2009 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Development Best Practices ** 
Generally speaking Steve;

The best method is to disable the OOB workflow and then do a Save As... Renaming to your custom nomenclature. Modify and enable the new workflow. You can then save a .def file of your new workflow to import (if needed) following a new patch or upgrade. Often following an upgrade your old OOB workflow will be re-enabled, so a .def of those is usually a good idea to keep track of them and allow you to compare any modification made by the update.

As far as naming convention... Some people put the company name (ABC) at the front of the old name, but I find it's easier to find them alongside the original code if the company name is added to the end.

For field IDs I let the system pick it unless I'm using the field in multiple forms and want continuity across them. Everyone has a different way of assigning their own IDs. I've seen some separate ranges for each specific field type, while others just go with a largegroup that is not in the Remedy reserved range. To each his own. I find that there is little gained by either approach and tracking them is time consuming.

Have fun;
R


From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven IoccoSent: Tuesday, February 17, 2009 3:10 PMTo: arslist@ARSLIST.ORGSubject: Remedy Development Best Practices
** 

Hi folks. Just wondering what practices some developers are using for custom code and enhancing ootb workflow. IE, field ID's in a non reserved range, New workflow easily identified perhpaps by the company name etc. My real big dillemma is modifying existing workflow.Does anyone have some best practices for modifying existing workflow so that in the event of an upgrade pitfalls can be avoided or at least anticipated?ThanksSteve__Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ 


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Change Assignee Assignment email Notification Event line in the Audit Log

[Ranjith]

Hi All,

On a normal CR (and possible a No Impact CR), there is a Change Assignee
assignment email notification with the wording ?Change Assignee Latent
Completion? in the Notification Event line in the Audit Log. This is a
Change Assignee assignment, not a latent completion.
How can the Notification Event line wording can't be updated/changed?

Thanks,
Ranjith

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Pending distributed operation for this entry canceled due to error

[Sucharita SINGHAL]

Hello List,

We are facing the Distributed Server Option error stating:

Distrib : Pending distributed operation for this entry canceled due to error 
(ARDSNOTE 3003)
Tue Feb 17 22:50:20 2009 CHGI0005307 - CHG:Change

When we go to look for the erroneous entry on the receiving server we find it 
there.
We are getting this error continuously since last month.

The 'arerror.log' snapshot is attached with the mail.

Thanks to please suggest the reason for such an error and help in resolving the 
issue.

Thanks
Regards
Sucharita

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Tue Feb 17 17:36:55 2009  Distrib : Pending distributed operation for this 
entry canceled due to error (ARDSNOTE 3003)
Tue Feb 17 17:36:55 2009 CHGI0005268 - CHG:Change
Tue Feb 17 17:42:18 2009  0 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Tue Feb 17 17:42:18 2009 15
Tue Feb 17 17:42:18 2009  Dispatch : AR System Application server terminated 
when a signal/exception was received by the server (ARAPPNOTE 4500)
Tue Feb 17 17:42:18 2009 15
Tue Feb 17 17:42:18 2009  Reconciliation : AR System Application server 
terminated when a signal/exception was received (ARAPPNOTE 4500)
Tue Feb 17 17:42:18 2009 15
Tue Feb 17 17:42:18 2009  Approve : AR System Application server terminated 
when a signal/exception was received by the server (ARAPPNOTE 4500)
Tue Feb 17 17:42:18 2009 15
Tue Feb 17 17:42:19 2009  BRIE : AR System Application server terminated when a 
signal/exception was received by the server (ARAPPNOTE 4500)
Tue Feb 17 17:42:19 2009 10
Tue Feb 17 17:42:19 2009  BRIE : AR System Application server restarting 
(ARAPPERR 4503)
Tue Feb 17 17:42:19 2009  BRIE : Cannot establish a network connection to the 
AR System server (dlhhp060 : RPC: Program not registered)  ARERR - 90
Tue Feb 17 17:42:19 2009  BRIE : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Tue Feb 17 17:42:22 2009  Distrib : AR System Distributed Server terminated 
when a signal was received by the server (ARDSNOTE 3000)
Tue Feb 17 17:42:22 2009 15
Tue Feb 17 17:42:22 2009  Distrib : AR System Distributed Server terminated -- 
fatal error encountered (ARDSNOTE 3001)
Tue Feb 17 17:53:28 2009  Distrib : RPC call failed : RPC: Unable to send; 
event requires attention (ARERR 91)
Tue Feb 17 17:53:32 2009  Distrib : Pending distributed operation for this 
entry canceled due to error (ARDSNOTE 3003)
Tue Feb 17 17:53:32 2009 CHGH0003506 - CHG:Change
Tue Feb 17 17:53:33 2009  Distrib : Pending distributed operation for this 
entry canceled due to error (ARDSNOTE 3003)
Tue Feb 17 17:53:33 2009 CHGI0005303 - CHG:Change
Tue Feb 17 17:53:33 2009  Distrib : Pending distributed operation for this 
entry canceled due to error (ARDSNOTE 3003)
Tue Feb 17 17:53:33 2009 CHGI0004634 - CHG:Change
Tue Feb 17 17:53:33 2009  Distrib : Pending distributed operation for this 
entry canceled due to error (ARDSNOTE 3003)
Tue Feb 17 17:53:33 2009 CHGI0005076 - CHG:Change
Tue Feb 17 17:53:33 2009  Distrib : Pending distributed operation for this 
entry canceled due to error (ARDSNOTE 3003)
Tue Feb 17 17:53:33 2009 CHGH0004898 - CHG:Change
Tue Feb 17 17:55:49 2009  Reconciliation : AR System Application server 
terminated when a signal/exception was received (ARAPPNOTE 4500)
Tue Feb 17 17:55:49 2009 15
Tue Feb 17 17:55:49 2009  BRIE : AR System Application server terminated when a 
signal/exception was received by the server (ARAPPNOTE 4500)
Tue Feb 17 17:55:49 2009 15
Tue Feb 17 17:55:49 2009  0 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Tue Feb 17 17:55:49 2009 15
Tue Feb 17 17:55:49 2009  Dispatch : AR System Application server terminated 
when a signal/exception was received by the server (ARAPPNOTE 4500)
Tue Feb 17 17:55:49 2009 15
Tue Feb 17 17:55:49 2009  Approve : AR System Application server terminated 
when a signal/exception was received by the server (ARAPPNOTE 4500)
Tue Feb 17 17:55:49 2009 15
Tue Feb 17 17:55:49 2009  0 : Unable to access thread local storage. (ARERR 
8747)
Tue Feb 17 17:55:49 2009 CommitTransaction()
Tue Feb 17 17:55:49 2009  0 : Unable to access thread local storage. (ARERR 
8747)
Tue Feb 17 17:55:49 2009 BeginNetRespStatistics()
Tue Feb 17 17:55:49 2009  0 : Unable to access thread local storage. (ARERR 
8747)
Tue Feb 17 17:55:49 2009 EndNetRespStatistics()
Tue Feb 17 17:55:49 2009  0 : Unable to access thread local storage. (ARERR 
8747)
Tue Feb 17 17:55:49 2009 ARPostSwitch()
Tue Feb 17 17:55:49 2009  0 : AR System server terminated -- fatal error 
encountered (ARNOTE 21)
Tue Feb 17 17:55:49 2009  0 : Unable to access thread local storage. (ARERR 
8747)
Tue Feb 17 

Re: Remedy Development Best Practices

[William Rentfrow]

I am kind of a nut about this since 7.x came out.
 
Fields: Custom numbering in a predictable range.  Generally when
customizing an existing form I start with something like 600100200 for
the field ID's.  Using this method you can easily run a simple SQL
search on the form and field table to determine what your custom fields
were:
 
For field names I use BMC's naming convention which is pretty well
documented.  I do not remember if they only give this out to partners or
not.  If you can't find it let me know.
 
For workflow and forms I use a special multi-tenancy way of naming.
It's pretty straight forward.  If I am customizing original workflow I
disable the original and never modify it.  Then I rename it with the
Business Name:Operating Company Name or abbreviation: then original
name.  So an Active Link named HPD:DoSomeStuff for XYZ Corp's HR
customer/tenant might get named XYZ:HR:HPD:DoSomeStuff.  Cumbersome?
Maybe. Useful? VERY - especially when you can narrow your view by prefix
to find workflow specific to certain tenants.
 
I do this now even if the system is not planned to be multi-tenancy
because you never know
 
When making new workflow it's similar - I take the form prefix (if one
exists) or invent one if necessary for new forms.  The result is the
same as the above.
 
When I create brand new forms from scratch I do not worry about
numbering the fields.  An entirely custom form should never need have
it's fields differentiated from base product fields.
 
The only area I really run into a hitch philosophically is modifying
base product active link guides or filter guides.  You can either
 
1.) Choose to disable, copy, rename, and modify the calling Active
Link/filter, copy the entire guide, disable all the base product
workflow, copy it, rename it, re-enable it, and customize the active
link/filter in question, or
2.) Disable the active link/filter in question, leave it in the base
product guide, add the new customized active link/filter, and document
the heck out of it.
 
I pragmatically chose #2 and stuck with it based on what mood I was in
that day.
 
William Rentfrow

Principal Consultant, StrataCom Inc.

wrentf...@stratacominc.com blocked::mailto:wrentf...@stratacominc.com 

715-410-8056 C

715-592-5185 O




From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
Sent: Tuesday, February 17, 2009 6:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Development Best Practices


** 

A little used feature of the Remedy admin tool is the packing list
feature.  I work within the packing list or workspace.   I add the
existing workflow or forms to be modified to a packing list.  After I
have completed development, I export the contents of the packing list to
a def file and use migrator to import just the differences.  After that,
I zip up the def files and the results from migrator.  If required in
your environment, you could check this zip into a source control
solution.

For new fields, especially if you are adding a new field to an OOTB
form, you definately want to use a custom fieldid range.  It can be
anything you want...but you have to get in the habit of doing it.  The
reason this is valuable, you could then develop an sql query like the
one below that could be used to search the fields table for fields in
the range.

I run this from ARUtilities...

select f.fieldid, f.fieldname, a.name, CASE WHEN datatype= 2 THEN
'Integer' WHEN datatype= 3 THEN 'Real' WHEN datatype= 4 THEN 'Character'
WHEN datatype= 5 THEN 'Diary' WHEN datatype= 6 THEN 'Selection' WHEN
datatype= 7 THEN 'Date/Time' WHEN datatype=10 THEN 'Decimal' WHEN
datatype=11 THEN 'Attachment' WHEN datatype=12 THEN 'Currency' WHEN
datatype=13 THEN 'Date' WHEN datatype=14 THEN 'Time' WHEN datatype=31
THEN 'Trim' WHEN datatype=32 THEN 'Button' WHEN datatype=33 THEN 'Table'
WHEN datatype=34 THEN 'Column' WHEN datatype=35 THEN 'Page Field' WHEN
datatype=36 THEN 'Page Holder' WHEN datatype=37 THEN 'Attachment Pool'
WHEN datatype=42 THEN 'View' ELSE 'UNKNOWN' END AS FIELDTYPE from field
f, arschema a where f.schemaid = a.schemaid and ((f.fieldid like '85%'
AND f.fieldid  536870912) or (f.fieldid like '185%' AND f.fieldid 
99 AND f.fieldid  2000)) order by f.fieldid desc

Notice the 85% and 185% (global fields)...these are the field ranges I
use.

Bruce Sisk

BFS Enterprises




 

-Original Message- 
From: Ray Palla 
Sent: Feb 17, 2009 4:33 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Remedy Development Best Practices 

** 
Generally speaking Steve;
 
The best method is to disable the OOB workflow and then do a
Save As... Renaming to your custom nomenclature.  Modify and enable the
new workflow.  You can then save a .def file of your new workflow to
import (if needed) following a new patch or upgrade.  Often following an
upgrade your old OOB workflow will be 

Re: Remedy Development Best Practices

[strauss]

Great summaries of customization best practices!  The only thing I would add is 
on the documentation; you need two different kinds of docs:

1. Functional descriptions of each feature added or modified, and all fields 
and/or forms added or modified, all OOTB workflow disabled and replaced with 
custom workflow, and all new, completely custom workflow or objects.  
Basically, everything you changed and why you changed it in a given functional 
module.  Include details on any back-end integrations that are mostly custom 
code since they probably touch at least one OOTB form or module.  Add to this 
document as you build new customizations.

2. Patch recovery lists by item type (form, field, active link, filter, etc.,) 
in the order that they must be restored after the last patch is applied.  
Includes OOTB workflow that must be inspected for BMC modifications in case you 
have to add those changes to your customized objects, that then must be 
re-disabled (yes, there are some in ITSM 7 patch 007 versus 006).  Then list 
the customized objects that have to be checked, especially forms and views 
since you typically will not have renamed those from their OOTB version and 
most of the patches will overwrite them or at least replace some of their 
views; you will have to add your custom fields back to the updated views.  
Basically a checklist in the order you need to execute it to restore your 
customizations after any ITSM patch, especially some of the supplemental 
patches like 9002 that will even wipe out BMC integrations like RKM.


If you customized any OOTB ARS components (password management filters, 
reports, e-mail integrations) you will need the same sort of checklist for 
these as well. Build these documents while cleaning up after a test patch on a 
copy of production; you will need them in order to minimize your down time when 
patching production (and to avoid missing something).  The ITSM 7 patches are 
huge, and unless you are 100% OOTB you will need a plan to clean up after them. 
 Remedy Migrator will pay for itself ten-fold when you have to do this.  If all 
you have is production and development, patch development, then use migrator to 
restore the customizations on development from production, documenting it all 
as you go, then patch production and restore the customizations on production 
from development using migrator and the checklist.  Good luck!

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:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Tuesday, February 17, 2009 11:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Development Best Practices

**
I am kind of a nut about this since 7.x came out.

Fields: Custom numbering in a predictable range.  Generally when customizing an 
existing form I start with something like 600100200 for the field ID's.  Using 
this method you can easily run a simple SQL search on the form and field table 
to determine what your custom fields were:

For field names I use BMC's naming convention which is pretty well documented.  
I do not remember if they only give this out to partners or not.  If you can't 
find it let me know.

For workflow and forms I use a special multi-tenancy way of naming.  It's 
pretty straight forward.  If I am customizing original workflow I disable the 
original and never modify it.  Then I rename it with the Business 
Name:Operating Company Name or abbreviation: then original name.  So an Active 
Link named HPD:DoSomeStuff for XYZ Corp's HR customer/tenant might get named 
XYZ:HR:HPD:DoSomeStuff.  Cumbersome?  Maybe. Useful? VERY - especially when you 
can narrow your view by prefix to find workflow specific to certain tenants.

I do this now even if the system is not planned to be multi-tenancy because you 
never know

When making new workflow it's similar - I take the form prefix (if one exists) 
or invent one if necessary for new forms.  The result is the same as the above.

When I create brand new forms from scratch I do not worry about numbering the 
fields.  An entirely custom form should never need have it's fields 
differentiated from base product fields.

The only area I really run into a hitch philosophically is modifying base 
product active link guides or filter guides.  You can either

1.) Choose to disable, copy, rename, and modify the calling Active Link/filter, 
copy the entire guide, disable all the base product workflow, copy it, rename 
it, re-enable it, and customize the active link/filter in question, or
2.) Disable the active link/filter in question, leave it in the base product 
guide, add the new customized active link/filter, and document the heck out of 
it.

I pragmatically chose #2 and stuck with it based on what mood I was in that day.

William Rentfrow
Principal Consultant, StrataCom Inc.

FW: Critical: Ldap authentication issue.

[Anuj DUA]

Hello List,

We are facing an issue where we get LDAP authentiction failure message (using 
Native and Mid Tier).

The problem arises when there is an OUTBOUND network congestion (WAN) on our 
network.

But our ldap server and remedy server are on same network (and INBOUND network 
congestion(LAN) is fine.)

Ldap server - ldap.dlh.st.com
Remedy server   - helpdesk.dlh.st.com


Other LAN application on the same network under same condition are working fine.


Please advise, why ldap authentication is getting affected because of OUTBOUND 
congestion, when the activity is not related to WAN?

With Regards,
Anuj Dua 

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Re: Date greater than 2037 in remedy

[Aditya C]

I agree with Axton on making changes to ARLong and also updating all
references to point to the new change. However the point is how to do that.
Will the patch applied to OS will change the parameter and references
automatically?

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