Problems with Assignment in Inciden 7.3

[Gianluca Nieri]

Hi,
which is the best way to have automatically assigned a ticket after
compiling the Operational Categorization?
Now I have to go to the Assignment Tab, select Auto-Assign and then click on
Select... which is the best way to automate this?


Thanks, Gian

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Re: Question about Data Management Tool

[Gianluca Nieri]

Thank you Matt, but I don't have that sheets... my workbook ends with sheet
#15...

On Wed, Nov 25, 2009 at 9:11 AM, Matt Worsdell  wrote:

> **
>
> Gian
>
>
>
> Access restrictions are on the tab “17 CTM-PeopleAccessRestrictions” in the
> People spreadsheet.
>
>
>
> For multiple assignments you simply have multiple rows in the “19
> CTM-SupportGroupAssociation” tab.
>
>
>
> Matt
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Gianluca Nieri
> *Sent:* 25 November 2009 5:41 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Question about Data Management Tool
>
>
>
> ** Hi everybody,
>
> I have a question about Data Management Tool.
> I'm configuring a new Incident 7.3 but I can't figure in which xls specify
> Access Restrictions for people (I'm using multy tennancy and I want that one
> people can see only his company tickets).
> Also, how is possible to specify that a support user belongs to multiple
> groups?
>
> Thanks for the answer, gian
>
>
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> Are"_
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-- 
G I A N L U C A   N I E R I

3, Via Niccodemi - 20156 Milan - Italy (I)

Office: +39 02 36 51 16 27
Mobile: +39 347 58 44 658
Fax: +39 02 99 98 43 38

Email/Msn: gianl...@gianlucanieri.com
Web: http://www.gianlucanieri.com
Skype: gianlucanieri
LinkedIn: http://www.linkedin.com/in/gianlucanieri
Facebook: http://www.facebook.com/gianx

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ARS 7.5 using PAM authentication

[Brian Pancia]

Has anyone developed a AREA plug-in for PAM Authentication?  Used for both
client and mid-tier authentication.

 

Regards,

 

Brian

 

 

 


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Synch Search error, 6.3

[Drew Shuller]

Hello everyone, after I click the"Update Search Database" button on
the Synch Search Database window, I get an aradmin.exe Application
Error, The instruction at 0x7c90100b referenced memory at 0x.. The
memory could not be read. I ran synch search from the command line and
basically the same thing happened. I've deleted the three forms and
set up the synch search database again. What does this error point to?

ARS 6.3 patch Patch 020
NT 5.2

Drew
Soto Cano

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Fluent French speaking remedy consultant immediate need

[Greg Park]

 I am need a French speaking remedy consultant for an immediate project in 
Paris.
 
Contact
 
greg.p...@fusion.co.uk 

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Re: OT: Thanksgiving Humor

[Ramy S. Ayoub]

Very long mail :)

On Wed, Nov 25, 2009 at 7:48 PM, Gidd Calden  wrote:

> **
> *Thanksgiving Divorce*
>
> A man in Phoenix calls his son in New York the day before Thanksgiving and
> says,"I hate to ruin your day, but I have to tell you that your mother and I
> are divorcing; forty-five years of misery is enough.
>
> "Pop, what are you talking about?" the son screams. We can't stand the
> sight of each other any longer," the father says. "We're sick of each other,
> and I'm sick of talking about this, so you call your sister in Chicago and
> tell her."
>
> Frantic, the son calls his sister, who explodes on the phone. "Like heck
> they're getting divorced," she shouts, "I'll take care of this,"
>
> She calls Phoenix immediately, and screams at her father, "You are NOT
> getting divorced. Don't do a single thing until I get there. I'm calling my
> brother back, and we'll both be there tomorrow. Until then, don't do a
> thing, DO YOU HEAR ME?" and hangs up.
>
> The old man hangs up his phone and turns to his wife. "Okay," he says,
> "they're coming for Thanksgiving and paying their own way."
>
> *No Thanksgiving Dinner*
>
> Tis the night before Thanksgiving and all through our house
> No turkey is baking; I feel like a louse,
> For I am all nestled, so snug in my bed;
> I’m not gettin’ up and I’m not bakin’ bread.
> No pies in my oven, no cranberry sauce
> Cuz I give the orders, and I am the boss.
> When out in the kitchen, there arose such a clatter
> I almost got up to see what was the matter.
> As I drew in my head and was tossing around
> To the bed came my husband, he grimaced, he frowned.
> And laying his finger aside of his nose,
> He scared me to death and I thought, “Here he goes!”
> He spoke not a word as he threw back my quilt
> And the look that he gave was intended to wilt.
> So up to the ceiling my pillows he threw
> I knew I had had it, his face had turned blue.
> “You prancer, you dodger, you’re lazy, you vixen
> Out yonder in kitchen, Thanksgiving you’re fixin.”
> But he heard me explain, with my face in a pout:
> "I'm just plain too tired and we're eating out!"
>
> *Ode to Thanksgiving*
>
> To our national birds
> The American Eagle
> The Thanksgiving Turkey
> May one give us peace in all our states
> And the other a piece for all our plates
>
> **
> *What is the difference between a chicken and a turkey?*
> *Chickens celebrate Thanksgiving!!*
> **
> ***How many turkeys does it take to change a lightbulb?*
> *Just one but it takes 5 hours*
> **
> *Did you hear about the X-rated turkey? *
> *It's served with very little dressing.*
> **
> ***Which side of the turkey has the most feathers? *
> *The outside!*
> **
>
> *Twas the Nite of Thanksgiving*
>
> *Twas the Nite of Thanksgiving
> **But I just couldn't sleep
> I tried counting backwards,
> I tried counting sheep.
> *
> *The leftovers beckoned -
> The dark meat and white
> But I fought the temptation
> With all of my might *
> *Tossing and turning
> With anticipation
> The thought of a snack
> Became infatuation. *
> **
> *So, I raced to the kitchen,
> Flung open the door
> And gazed at the fridge,
> Full of goodies galore. *
> **
> *Gobbled up turkey
> And buttered potatoes,
> Pickles and carrots,
> Beans and tomatoes. *
> **
> *I felt myself swelling
> So plump and so round,
> 'Til all of a sudden,
> I rose off the ground. *
> **
> *I crashed through the ceiling,
> Floating into the sky
> With a mouthful of pudding
> And a handful of pie. *
> **
> *But, I managed to yell
> As i soared past the trees
> Happy eating to all -
> Pass the cranberries, please. *
> **
> *May your stuffing be tasty,
> May your turkey be plump.
> May your potatoes 'n gravy
> Have nary a lump, *
> **
> *May your yams be delicious
> May your pies take the prize,
> May your thanksgiving dinner
> Stay off of your thighs.
>
> *Happy Turkey Day
> More Ways to be Thankful
>
>
>
>
>
> Regards…Gidd
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Maximum Line Length in Email

[Kemes, Lisa]

This might be the culprit as well:

java.net.ConnectException: Connection timed out: connect 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Maximum Line Length in Email

I checked the stderr.log and I'm getting:  
com.bmc.arsys.api.RpcHandConverter fromRpcArFieldValueListListToEntryList 
SEVERE: 2
java.lang.ArrayIndexOutOfBoundsException: 2 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 1:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Maximum Line Length in Email

Thanks Fred!



Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 25, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Maximum Line Length in Email

That is the maximum length of a single line in an email, not the number of 
lines. From Page 133 of the Configuring manual:

   Maximum Line Length in Email

   Defines the maximum line length that can be in an email. 
   If a single line of the message is over this length, a return is 
automatically inserted. 
   Limits the line length of emails passed through the mail server to protect 
users from excessively long lines. 
   The default is 1024.

In the config file you can add a line:   Max-Notify-Mail-Line-Len: 8196   

Do you see any errors on your email log file?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Maximum Line Length in Email

**
Under the "Server Information" in the admin console there is an advanced tab.  
There is an option called "Maximum Line Length in Email" and it's set to 1024 
(which is the default).  How do you change this option to something else?   
It's not an open field.
 
The crux of the problem is that we are trying to send out some emails, and one 
of them is hanging up which is resulting with the other email messages from 
going out.  It's a large email with about 1500+ lines on it and we THINK this 
is the culprit.  We were able to send this same type of email last year and the 
email had more than 1700 lines on it and it went out just fine (we were on 
7.0.1 back then)
 
ARS 7.1 patch 7
Windows Server.
Oracle
 
Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
 

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Re: Maximum Line Length in Email

[Kemes, Lisa]

I checked the stderr.log and I'm getting:  
com.bmc.arsys.api.RpcHandConverter fromRpcArFieldValueListListToEntryList 
SEVERE: 2 
java.lang.ArrayIndexOutOfBoundsException: 2 


Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 1:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Maximum Line Length in Email

Thanks Fred!



Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 25, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Maximum Line Length in Email

That is the maximum length of a single line in an email, not the number of 
lines. From Page 133 of the Configuring manual:

   Maximum Line Length in Email

   Defines the maximum line length that can be in an email. 
   If a single line of the message is over this length, a return is 
automatically inserted. 
   Limits the line length of emails passed through the mail server to protect 
users from excessively long lines. 
   The default is 1024.

In the config file you can add a line:   Max-Notify-Mail-Line-Len: 8196   

Do you see any errors on your email log file?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Maximum Line Length in Email

**
Under the "Server Information" in the admin console there is an advanced tab.  
There is an option called "Maximum Line Length in Email" and it's set to 1024 
(which is the default).  How do you change this option to something else?   
It's not an open field.
 
The crux of the problem is that we are trying to send out some emails, and one 
of them is hanging up which is resulting with the other email messages from 
going out.  It's a large email with about 1500+ lines on it and we THINK this 
is the culprit.  We were able to send this same type of email last year and the 
email had more than 1700 lines on it and it went out just fine (we were on 
7.0.1 back then)
 
ARS 7.1 patch 7
Windows Server.
Oracle
 
Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
 

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Re: Maximum Line Length in Email

[Kemes, Lisa]

Thanks Fred!



Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 25, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Maximum Line Length in Email

That is the maximum length of a single line in an email, not the number of 
lines. From Page 133 of the Configuring manual:

   Maximum Line Length in Email

   Defines the maximum line length that can be in an email. 
   If a single line of the message is over this length, a return is 
automatically inserted. 
   Limits the line length of emails passed through the mail server to protect 
users from excessively long lines. 
   The default is 1024.

In the config file you can add a line:   Max-Notify-Mail-Line-Len: 8196   

Do you see any errors on your email log file?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Maximum Line Length in Email

**
Under the "Server Information" in the admin console there is an advanced tab.  
There is an option called "Maximum Line Length in Email" and it's set to 1024 
(which is the default).  How do you change this option to something else?   
It's not an open field.
 
The crux of the problem is that we are trying to send out some emails, and one 
of them is hanging up which is resulting with the other email messages from 
going out.  It's a large email with about 1500+ lines on it and we THINK this 
is the culprit.  We were able to send this same type of email last year and the 
email had more than 1700 lines on it and it went out just fine (we were on 
7.0.1 back then)
 
ARS 7.1 patch 7
Windows Server.
Oracle
 
Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
 

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Re: Maximum Line Length in Email

[Grooms, Frederick W]

That is the maximum length of a single line in an email, not the number of 
lines. From Page 133 of the Configuring manual:

   Maximum Line Length in Email

   Defines the maximum line length that can be in an email. 
   If a single line of the message is over this length, a return is 
automatically inserted. 
   Limits the line length of emails passed through the mail server to protect 
users from excessively long lines. 
   The default is 1024.

In the config file you can add a line:   Max-Notify-Mail-Line-Len: 8196   

Do you see any errors on your email log file?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Wednesday, November 25, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Maximum Line Length in Email

** 
Under the "Server Information" in the admin console there is an advanced tab.  
There is an option called "Maximum Line Length in Email" and it's set to 1024 
(which is the default).  How do you change this option to something else?   
It's not an open field.
 
The crux of the problem is that we are trying to send out some emails, and one 
of them is hanging up which is resulting with the other email messages from 
going out.  It's a large email with about 1500+ lines on it and we THINK this 
is the culprit.  We were able to send this same type of email last year and the 
email had more than 1700 lines on it and it went out just fine (we were on 
7.0.1 back then)
 
ARS 7.1 patch 7
Windows Server.
Oracle
 
Lisa Kemes 
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
 

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Jr to Mid level Remedy developer needed in the DC area

[michael campbell]

 Dev Technology is looking for a Junior to Mid-level Developer for an immediate 
opening in the DC area.  Must be able to pass a background check, similiar to a 
DoD secret clearance for a US law enforcement agency.  We have excellent 
benefits and compensation.  We are looking for W-2 only.  Must be a US Citizen.

We would prefer some ITSM, solaris, oracle, and crystal reports experience, but 
will train you as needed.  You will be a member of an existing team.  

michael.campb...@devtechnology.com

 

thank you 
> 
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OT: Thanksgiving Humor

[Gidd Calden]

Thanksgiving Divorce

A man in Phoenix calls his son in New York the day before Thanksgiving and
says,"I hate to ruin your day, but I have to tell you that your mother and I
are divorcing; forty-five years of misery is enough.

"Pop, what are you talking about?" the son screams. We can't stand the sight
of each other any longer," the father says. "We're sick of each other, and
I'm sick of talking about this, so you call your sister in Chicago and tell
her."

Frantic, the son calls his sister, who explodes on the phone. "Like heck
they're getting divorced," she shouts, "I'll take care of this,"

She calls Phoenix immediately, and screams at her father, "You are NOT
getting divorced. Don't do a single thing until I get there. I'm calling my
brother back, and we'll both be there tomorrow. Until then, don't do a
thing, DO YOU HEAR ME?" and hangs up.

The old man hangs up his phone and turns to his wife. "Okay," he says,
"they're coming for Thanksgiving and paying their own way." 
 
No Thanksgiving Dinner 
 
Tis the night before Thanksgiving and all through our house
No turkey is baking; I feel like a louse,
For I am all nestled, so snug in my bed;
I'm not gettin' up and I'm not bakin' bread. 
No pies in my oven, no cranberry sauce
Cuz I give the orders, and I am the boss.
When out in the kitchen, there arose such a clatter
I almost got up to see what was the matter. 
As I drew in my head and was tossing around
To the bed came my husband, he grimaced, he frowned.
And laying his finger aside of his nose,
He scared me to death and I thought, "Here he goes!" 
He spoke not a word as he threw back my quilt
And the look that he gave was intended to wilt.
So up to the ceiling my pillows he threw
I knew I had had it, his face had turned blue. 
"You prancer, you dodger, you're lazy, you vixen
Out yonder in kitchen, Thanksgiving you're fixin."
But he heard me explain, with my face in a pout:
"I'm just plain too tired and we're eating out!"
 
Ode to Thanksgiving
 
To our national birds
The American Eagle
The Thanksgiving Turkey
May one give us peace in all our states
And the other a piece for all our plates
 
 
What is the difference between a chicken and a turkey?
Chickens celebrate Thanksgiving!!
 
How many turkeys does it take to change a lightbulb?
Just one but it takes 5 hours
 
Did you hear about the X-rated turkey? 
It's served with very little dressing.
 
Which side of the turkey has the most feathers? 
The outside!
 
 
Twas the Nite of Thanksgiving
 
Twas the Nite of Thanksgiving
But I just couldn't sleep 
I tried counting backwards, 
I tried counting sheep. 

The leftovers beckoned - 
The dark meat and white 
But I fought the temptation 
With all of my might 
Tossing and turning 
With anticipation 
The thought of a snack 
Became infatuation. 
 
So, I raced to the kitchen, 
Flung open the door 
And gazed at the fridge, 
Full of goodies galore. 
 
Gobbled up turkey 
And buttered potatoes, 
Pickles and carrots, 
Beans and tomatoes. 
 
I felt myself swelling 
So plump and so round, 
'Til all of a sudden, 
I rose off the ground. 
 
I crashed through the ceiling, 
Floating into the sky 
With a mouthful of pudding 
And a handful of pie. 
 
But, I managed to yell 
As i soared past the trees 
Happy eating to all - 
Pass the cranberries, please. 
 
May your stuffing be tasty, 
May your turkey be plump. 
May your potatoes 'n gravy 
Have nary a lump, 
 
May your yams be delicious 
May your pies take the prize, 
May your thanksgiving dinner 
Stay off of your thighs. 

Happy Turkey Day
More Ways to be Thankful
 




Regards.Gidd 

 


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Re: compatibility issue

[strauss]

IMHO, a better question would be "is there _anything_ that IE8 does _not_ have 
compatibility problems with?"

We see problems with all kinds of things (the latest being the editor in Remedy 
Knowledge Management).  Even if you set IE8 : [ Tools - Compatibility View 
Settings - Display all websites in Compatibility View ] you are not guaranteed 
that everything will work properly.

That said, I have used IE 8 on Vista against our 7.1.00.002 mid-tier with few 
issues for almost two years, but since the campus hasn't deployed IE 8 until 
Windows 7, we are just now starting to see issues pop up.  I cannot say if IE 8 
will work properly with a 6.3 mid-tier, but I seem to recall that when IE 8 
first came out it might have worked with our 5.1.2 mid-tier in compatibility 
mode; it's been too long, though.

Try it in compatibility mode, and don't expect IE 8 on Vista and on Windows 7 
to give you the same result, either!  Our helpdesk has even seen variations 
between the two different OS's.

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 Prasanth Prabhakaran
Sent: Wednesday, November 25, 2009 4:39 AM
To: arslist@ARSLIST.ORG
Subject: compatibility issue

**
Hi All,

  Is there any compatibility issue between IE8 and remedy 6.3 ?

Best Regards,
Prasanth.P
999-559-5875

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ARS server terminated

[Digs]

We have 3 servers, each a slightly differnt config. Each server however is
generating a signal/exception for some reason. The error appears to be
random and gets generated by what appears to be differnt events. So far
support have not helped in resolving this issue.   Anyone have any
sugestions on resolving this?


Below are typical errros see in the logs and the host config.
 ***
Prod server - Win2003R2(64bit) Oracle 10.2.0.3(64bit) ARS 7.1.00 Patch 005

Tue Nov 24 10:53:29 2009  390603 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Nov 24 10:53:29 2009 
   Timestamp: Tue Nov 24 2009 10:53:30.1540 
   Thread Id: 4676
   Version: 7.1.00 Patch 005 200809150630 Sep 15 2008 07:46:14
   ServerName: nesa 
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 551
   RPC Call: 10003
   RPC Queue: 390603
   User: AR_ESCALATOR
   Protocol Version: 0
   Client IP Address: 
   Form: NESAWeb:J028:FolderSource
   Logging On:
   Code: c005
   Operation: read
   Access Addr: 3931
   Stack Begin: 
  Addr: 7D6210CA
  Addr: 7D620EA5
  Addr: 7C363068
  Addr: 0043426A
  Addr: 0167
   Stack End 

Tue Nov 24 10:53:29 2009  390603 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Nov 24 10:53:29 2009 0xc005
Tue Nov 24 10:53:29 2009  390603 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Tue Nov 24 11:51:48 2009  390695 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)


Test server -  Win2003(32bit) Oracle 10.2.0.3(32bit) ARS 7.1.00 Patch 005
390603 : AR System server terminated when a signal/exception was received by
the server (ARNOTE 20)

   Timestamp: Tue Jul 07 2009 11:51:33.4410
   Thread Id: 3032
   Version: 7.1.00 Patch 005 200809150630 Sep 15 2008 07:46:14
   ServerName: nesatst
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 5
   RPC Call: 10003
   RPC Queue: 390603
   User: AR_ESCALATOR
   Protocol Version: 0
   Client IP Address:
   Form: D610:Temp:ManageRelationships
   Logging On:
   Code: c005
   Operation: read
   Access Addr: 3931
   Stack Begin:
  Addr: 7C82CAA4
  Addr: 7C82A82B
  Addr: 7C363068
  Addr: 0043426A
  Addr: 015E
   Stack End

390603 : AR System server terminated when a signal/exception was received by
the server (ARNOTE 20)
   0xc005
390603 : AR System server terminated -- fatal error encountered (ARNOTE 21)

**
Dev server - Win2003R2(64bit) Oracle 10.2.0.3(32bit) ARS 7.5.00 Patch 003

Tue Oct 27 10:08:32 2009  390600 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Oct 27 10:08:32 2009 
   Timestamp: 1256652513.0610 
   Thread Id: 2836
   Version: 7.5.00 Patch 003 200909200825 Sep 20 2009 09:59:30
   ServerName: nesadev 
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows Server 2003
   RPC Id: 390600
   RPC Call: 10004
   RPC Queue: 390600
   Client: User AR_SIGNAL from arsignal (protocol 14) at IP address
10.128.34.20
   Logging On:
   Code: c005
   Operation: read
   Access Addr: 3931
   Stack Begin: 
  Addr: 7D620DF0
  Addr: 7D620EC5
  Addr: 7C363068
  Addr: 00439A0A
  Addr: 007D993E
  Addr: 00884E96
  Addr: 7C362213
  Addr: 7D4DFE37
   Stack End 

Tue Oct 27 10:08:32 2009  390600 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Oct 27 10:08:32 2009 0xc005
Tue Oct 27 10:08:32 2009  390600 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
***

I turned on API, thread and SQL logging but that doesn't shed any light for
me. Below is an extact from the various logs for one such event on our dev
server. 

In arerror log
Tue Oct 27 10:12:17 2009 : Action Request System(R) Server Version 7.5.00
Patch 003 200909200825
(c) Copyright 1991-2009 BMC Software, Inc. 
Fri Oct 30 15:33:48 2009  390600 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Fri Oct 30 15:33:48 2009 
   Timestamp: 1256931228.5610 
   Thread Id: 392
   Version: 7.5.00 Patch 003 200909200825 Sep 20 2009 09:59:30
   ServerName: nesadev 
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows Server 2003
   RPC Id: 0
   RPC Call: 10002
   RPC Queue: 390600
   Client: User hupeg_d from Remedy Administrator (protocol 13) at IP
address 10.128.43.60
   Logging On: API SQL Thread
   Code: c005
   Operation: read
   Access Addr: 3931
   Stack Begin: 
  Addr: 7D6210EA
  Addr: 7D620EC5
  Addr: 7C363068
  Addr: 00437FEF
   Stack End 

Fri Oct 30 15:33:48 2009  390600 : AR System server terminated when a
sign

Re: Stderr.log and stdout.log files

[John Sundberg]

I am not sure -- but does a system like splunk address this kind of  
thing? (taking logs and make them searchable/useful in terms of dates)



splunk just seems like such a good idea -- but I personally have no  
use for it.


http://www.splunk.com/





-John



On Nov 24, 2009, at 3:08 PM, Kemes, Lisa wrote:

**
Does anyone know why these log files don't have date and time stamps  
in the files?  How am I supposed to know what date and time and error  
occurred?  Do I have to change something in my settings to allow this?


Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com



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--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com






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Maximum Line Length in Email

[Kemes, Lisa]

Under the "Server Information" in the admin console there is an advanced tab.  
There is an option called "Maximum Line Length in Email" and it's set to 1024 
(which is the default).  How do you change this option to something else?   
It's not an open field.

The crux of the problem is that we are trying to send out some emails, and one 
of them is hanging up which is resulting with the other email messages from 
going out.  It's a large email with about 1500+ lines on it and we THINK this 
is the culprit.  We were able to send this same type of email last year and the 
email had more than 1700 lines on it and it went out just fine (we were on 
7.0.1 back then)

ARS 7.1 patch 7
Windows Server.
Oracle

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com




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Re: Stderr.log and stdout.log files

[Kemes, Lisa]

I checked this form and I think because they are not real "errors" (just a log 
of what is happening) they are not on this form?  I'm going to recycle my email 
engine this afternoon to see if I can get the "Notification is deleted After 
Database TimeOut" to stop writing to the stdout.log.


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Arner, Todd
Sent: Wednesday, November 25, 2009 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Stderr.log and stdout.log files

**
I am going off my memory now, but I think these errors are also written to the 
"AR System Email Error Logs" form.  If I am correct then you can search the 
errors on the form which contains the create date.  Hope that helps.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 24, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Stderr.log and stdout.log files

** -->
Does anyone know why these log files don't have date and time stamps in the 
files?  How am I supposed to know what date and time and error occurred?  Do I 
have to change something in my settings to allow this?

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com



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Re: Stderr.log and stdout.log files

[Arner, Todd]

I am going off my memory now, but I think these errors are also written
to the "AR System Email Error Logs" form.  If I am correct then you can
search the errors on the form which contains the create date.  Hope that
helps.
 
Todd Arner
Great Lakes


From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 24, 2009 3:08 PM
To: arslist@ARSLIST.ORG
Subject: Stderr.log and stdout.log files


** --> 
Does anyone know why these log files don't have date and time stamps in
the files?  How am I supposed to know what date and time and error
occurred?  Do I have to change something in my settings to allow this?
 
Lisa Kemes 
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
 
 
 
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Are"_ 

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Re: CMDB Class Delete

[Tomasiewicz, Mike (Information Technology)]

Been there ... done that!  When I called BMC they were very helpful in 
resolving the problem.  The "fix" is to obtain a known-good .xml of the 
BMC_BaseElement class definition and, using the cmdbdriver utility, import the 
class to repair the damage.

Do you have another instance running where you can export the BaseElement class 
from?  If so, using cmdbdriver export the def as an xml file.  Try just 
exporting and importing the BMC_BaseElement Class, and overwriting on the 
import.

Contact me directly if you need assistance.

.:Mike:.
mike.tomasiew...@conagrafoods.com
(402) 240-3462

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Tuesday, November 24, 2009 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Class Delete

** What is this... "CMDB Nightmares" -- a new reality show on FOX?  8-)

I've done something similar -- mine was related to version mismatch though and 
classes stuck in pending.  BMC had me check some of the backend data, and use 
cmdbdriver to clean stuff up.  I don't have the specifics though.  I'll let 
someone more technically astute in the inner workings of the CMDB to advise.

Tony Worthington | Sr. Technical Analyst | Kohl's Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

From:

Frank Caruso 

To:

arslist@ARSLIST.ORG

Date:

11/24/2009 03:34 PM

Subject:

CMDB Class Delete

Sent by:

"Action Request System discussion list(ARSList)" 






ITSM 7.03
CMDB 2.1
SQL Server 2005

I accidentally deleted the Base Element class definition from the
Class Manager Console, not the actual form from the Admin tool.

I was adding a field to BaseElement and there were two entries on the
Class Manager Console, one Active and one Change Pending. The change I
was trying to make failed and in my tired state I highlighted the line
that was Active and deleted it! Fortunately the one that says Change
Pending is still there and from what I can tell looks just like the
one that was Active.

Everything appears to be OK but am now wondering if I can change the
status of the current Change Pending class definition record to Active
or have I caused more damage than I'm seeing?

Thank you

Frank

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CONFIDENTIALITY NOTICE:
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received. Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
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Re: Analytics Trainer

[Tommy Morris]

Main piece of advice I can give is that if a comment does not pertain 
specifically to Remedy or one of its attached applications then don't take it 
too seriously. Especially if it comes from me.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of honormine
Sent: Wednesday, November 25, 2009 1:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Analytics Trainer

I have to say that I'm a beginner in this area,I would appreciate it very
much if you would give me some advice.

Tommy Morris-2 wrote:
> 
> Yeah, I laughed out loud when that came across. I hope you learned your
> lesson. 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Mark Lev
> Sent: Tuesday, November 24, 2009 8:52 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Analytics Trainer
> 
> One of the more interesting responses I've seen :)
> 
> This was a general posting to the ARSList community, not directed at
> anyone in particular.
> 
> Thanks,
> Mark
>  
> Mark Lev
> Director of Remedy Operations
> ITIL Foundation 3 Certified
> 703-672-4390
> 703-399-6155 (cell) 
> mark@rightstarsystems.com
> ---
> RightStar Systems, Inc.
> 100 East Street SE, Suite 202
> Vienna, VA 22180
> USA
> ---
>  
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of honormine
> Sent: Tuesday, November 24, 2009 9:22 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Analytics Trainer
> 
> I'm sorry to say that I'm Chinese and I'm living in China,Find someone
> else.
> 
> Mark Lev wrote:
>> 
>> We are looking for someone in the DC area who can perform Analytics
>> training.  The effort is about 70 hours.  Limited travel costs may be
>> available.
>> 
>> Additional opportunities exist, so more work is available for the right
>> person.
>> 
>> The customer is ready to start.
>> 
>> There are no special security requirements.  
>> 
>> If you are interested and available, please contact me off post for more
>> details.
>> 
>> Thanks,
>> Mark
>>  
>> Mark Lev
>> Director of Remedy Operations
>> ITIL Foundation 3 Certified
>> 703-672-4390
>> 703-399-6155 (cell) 
>> mark@rightstarsystems.com
>> ---
>> RightStar Systems, Inc.
>> 100 East Street SE, Suite 202
>> Vienna, VA 22180
>> USA
>> ---
>>  
>> 
>> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/About-java.lang.UnsatisfiedLinkError%3ACMDBInitialization-tp26473641p26496723.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
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> 
> 

-- 
View this message in context: 
http://old.nabble.com/About-java.lang.UnsatisfiedLinkError%3ACMDBInitialization-tp26473641p26508599.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Development Resource required

[Greg Park]

Dear All

 

I am working on a number of projects across the UK and Europe that
require a development resource, I am currently looking for both ITSM 7
and bespoke developers.  We also have a number of projects starting in
the next few months so if you are not available at the minute please let
me know your availability.

 

Please could you forward me your c.v. on the first instance.

 

Greg Park

Business Development Manager 

Fusion Business Solutions (UK) Ltd

Office: +44 (0) 20 8814 4888

Mobile +44 (0) 7815 576 613 

 

Did you know?

"Fusion is the largest consultancy in Europe that focuses exclusively on
BMC Software solutions"

"Fusion at any one point is engaged in 40 or more Service Management
projects with its customers"

"Fusion supports over 200,000 users globally"

 

 


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Re: ITSM 7.0.3 - Tracking Work Effort

[Chowdhury, Tauf]

Rod,
Thanks for the tip! I will contact you offline if I need more details but this 
is a great start. 

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rod Harris
Sent: Wednesday, November 25, 2009 5:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.3 - Tracking Work Effort

Hi Tauf,

I had the same issue. It was surprising that it was difficult to
report against the increments of time properly.

I solved it in four simple steps.

1. Create a new integer field to track time increments on the incident
2. Create a filter that fires everytime the existing time field is
modified. ( 'AssigneeEffortDurationSeconds' !=
'DB.AssigneeEffortDurationSeconds') The filter reads the existing time
total from the matching assignment log entry and subtracts this from
the new value to calculate the incremental time increment.
3. Audit the new field
4. Create a join form that joins an incident with its audit form. Add
any fields you would like to report against.

The new join form now contains all of the incident data you need
combined with the value of the time increment each time it is changed
and the userid of the user that changed it as well as a timestamp.
With this data you can build reports that track time spent on tickets
in a very detailed way.

Hope this is enough to help you. Let me know if you need more details.

Good luck. I think you will find that this minor change is well worth
the effort.

Rod Harris



2009/11/25 Chowdhury, Tauf :
> **
>
> All,
>
> Here is the dilemma... I'll use Incident Management as an example but really,
> it affects all modules.
>
> 1.   The assignee of an incident does some work on the request on week
> 1. In the work effort, he/she puts in 10 minutes spent.
>
> 2.   On week 2, the assignee does 20 minutes of work and updates the
> effort log.
>
> 3.   The system creates a single record for the assignee when the 1st 10
> minutes was submitted in week 1 and creates a record in the Work effort
> form.
>
> 4.   For the 2nd week, the system updates that same record and adds 20
> minutes and so we have a total of 30 minutes.
>
>
>
> The problem that our organization is running into is this.
>
> 1.   We run weekly reports on how much time is spent on requests.
>
> 2.   For tickets that are opened and closed in the same week, the
> reports work fine.
>
> 3.   However, for the scenario mentioned above, it pretty much falls
> apart.
>
> 4.   Week 1 shows that the assignee did 10 minutes of work on this
> incident.
>
> 5.   Week 2 shows that assignee did 30 minutes of work for this incident
> when really, it was just 20. (This is the problem).
>
>
>
> Has anyone else dealt with something like this?
>
> What I was thinking as a possible solution is to piggy back off of the OOB
> workflow and do the following:
>
> 1.   Create a custom form that can be used to collect work effort info
> about all the modules in this 1 form.
>
> 2.   Build workflow that creates a record in the custom form much like
> the work effort forms and updates the record only for a given week. Once the
> next week starts and someone updates work effort for an older incident, a
> new record is created on this form and the process continues.
>
>
>
> Any other ideas would be helpful.
>
> Thanks and Happy Thanksgiving for those who are observing in the States!
>
>
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Analyst, Service Management
>
> Informatics-Infrastructure
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>
>
>
> 

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**
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.

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Re: Analytics Trainer

[Chris Danaceau]

 
 



From: Action Request System discussion list(ARSList) on behalf of honormine
Sent: Wed 11/25/2009 2:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Analytics Trainer



I have to say that I'm a beginner in this area,I would appreciate it very
much if you would give me some advice.

I think he just did.


>
> This was a general posting to the ARSList community, not directed at
> anyone in particular.
>



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compatibility issue

[Prasanth Prabhakaran]

Hi All,

 

  Is there any compatibility issue between IE8 and remedy 6.3 ?

 

Best Regards,

Prasanth.P

999-559-5875

 


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Re: ITSM 7.0.3 - Tracking Work Effort

[Rod Harris]

Hi Tauf,

I had the same issue. It was surprising that it was difficult to
report against the increments of time properly.

I solved it in four simple steps.

1. Create a new integer field to track time increments on the incident
2. Create a filter that fires everytime the existing time field is
modified. ( 'AssigneeEffortDurationSeconds' !=
'DB.AssigneeEffortDurationSeconds') The filter reads the existing time
total from the matching assignment log entry and subtracts this from
the new value to calculate the incremental time increment.
3. Audit the new field
4. Create a join form that joins an incident with its audit form. Add
any fields you would like to report against.

The new join form now contains all of the incident data you need
combined with the value of the time increment each time it is changed
and the userid of the user that changed it as well as a timestamp.
With this data you can build reports that track time spent on tickets
in a very detailed way.

Hope this is enough to help you. Let me know if you need more details.

Good luck. I think you will find that this minor change is well worth
the effort.

Rod Harris



2009/11/25 Chowdhury, Tauf :
> **
>
> All,
>
> Here is the dilemma… I’ll use Incident Management as an example but really,
> it affects all modules.
>
> 1.   The assignee of an incident does some work on the request on week
> 1. In the work effort, he/she puts in 10 minutes spent.
>
> 2.   On week 2, the assignee does 20 minutes of work and updates the
> effort log.
>
> 3.   The system creates a single record for the assignee when the 1st 10
> minutes was submitted in week 1 and creates a record in the Work effort
> form.
>
> 4.   For the 2nd week, the system updates that same record and adds 20
> minutes and so we have a total of 30 minutes.
>
>
>
> The problem that our organization is running into is this.
>
> 1.   We run weekly reports on how much time is spent on requests.
>
> 2.   For tickets that are opened and closed in the same week, the
> reports work fine.
>
> 3.   However, for the scenario mentioned above, it pretty much falls
> apart.
>
> 4.   Week 1 shows that the assignee did 10 minutes of work on this
> incident.
>
> 5.   Week 2 shows that assignee did 30 minutes of work for this incident
> when really, it was just 20. (This is the problem).
>
>
>
> Has anyone else dealt with something like this?
>
> What I was thinking as a possible solution is to piggy back off of the OOB
> workflow and do the following:
>
> 1.   Create a custom form that can be used to collect work effort info
> about all the modules in this 1 form.
>
> 2.   Build workflow that creates a record in the custom form much like
> the work effort forms and updates the record only for a given week. Once the
> next week starts and someone updates work effort for an older incident, a
> new record is created on this form and the process continues.
>
>
>
> Any other ideas would be helpful.
>
> Thanks and Happy Thanksgiving for those who are observing in the States!
>
>
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Analyst, Service Management
>
> Informatics-Infrastructure
>
> Office: 631.858.7765
>
> Mobile:646.483.2779
>
>
>
> 

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Re: Invitation to connect on LinkedIn

[Misi Mladoniczky]

That was a new one ;-)

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

> LinkedIn
> 
>
>
>
>
> I'd like to add you to my professional network on LinkedIn.
>
> - Sriram
>
> Confirm that you know Sriram Pappagudi Mani
> https://www.linkedin.com/e/isd/887461121/ljXckmU3/
>
> Every day, millions of professionals like Sriram Pappagudi Mani use
> LinkedIn to connect with colleagues, find experts, and explore
> opportunities.
>
>
>
>
> --
> (c) 2009, LinkedIn Corporation
>
>
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Invitation to connect on LinkedIn

[Sriram Pappagudi Mani]

LinkedIn




   
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Confirm that you know Sriram Pappagudi Mani
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Re: AREA authentication with CAS

[Remedy Maniac]

many thanks for this Rabi.
I'll try to find my out of this project.
I'll keep you informed if I succeed.


Rabi Tripathi wrote:

Sereche,
I briefly looked at doing something similar, but I have put it on hold for now. 
Part of the issue was that I don't understand all the terminologies and 
concepts involved in the literature out there about 
authentication/authorization mechanisms to make much sense and to figure out 
what is the best course of action for me. Not a situation I like being in, but 
I couldn't spend much time to overcome it.

Here's a tip of potentially dubious value: It appears that use of Kerberos may 
simplify what you are trying to do. People have sample code for Kerberos based 
authentication with Remedy. CAS I believe can handle that.

In my case, it appeared that doing authentication for web based clients is 
easier than doing it for Windows client. I have a mixed client base, so that 
doesn't help much.

Another trivia...Remedy can handle authentication through LDAP very easily, no code required. So, 
if your LDAP is setup to talk to CAS, organizations have used Remedy<->LDAP<-> to do authentication. Remedy won't know and won't care that 
LDAP is just a relay and is having CAS do the real authentication.

Here's something worth a look:
http://www.ibm.com/developerworks/web/library/wa-singlesign/

Sorry, I just have these random tidbits.

On Tue, Nov 24, 2009 at 10:36 AM, Remedy Maniac  
wrote:

dear listers,

I have to implement the AREA using the CAS (http://www.jasig.org/cas)
I am wondering whether some body form this list has already implemented 
such a solution and whether I could get some help ?
I saw Mikhail has posted a similar question on 
http://communities.bmc.com/communities/thread/32071?tstart=0
But apparently he got no answer.
I am wondering if anybody knows what he has been doing with his concern?
Thanks for any suggestion/idea/help you could provide.
Siriche


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Re: Question about Data Management Tool

[Matt Worsdell]

Gian

 

Access restrictions are on the tab "17 CTM-PeopleAccessRestrictions" in the
People spreadsheet.

 

For multiple assignments you simply have multiple rows in the "19
CTM-SupportGroupAssociation" tab.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gianluca Nieri
Sent: 25 November 2009 5:41 AM
To: arslist@ARSLIST.ORG
Subject: Question about Data Management Tool

 

** Hi everybody,
I have a question about Data Management Tool.
I'm configuring a new Incident 7.3 but I can't figure in which xls specify
Access Restrictions for people (I'm using multy tennancy and I want that one
people can see only his company tickets).
Also, how is possible to specify that a support user belongs to multiple
groups?

Thanks for the answer, gian


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