Re: Strange ARS Timeout Problem

[Nair, Rajesh SISPL]

Not sure if this can help.
We had the same issue as system used to give intermediate timeout issue and 
only similarity was the time out used to happen at a fixed time always.
Is this the case with you also?  ??

We found out that some views were running @ the specified time and system used 
to go for a full scan on the major form. No looks we found but yes the system 
performance used to go down.

As Axton said if there is any issue with the network the you can see that in 
the error log itself.

Not ignoring the network issue try changing the entry in the ORA file from 
hostname to IP. We use it in order to minimize the issue in case if there is 
any DNS issue also.

One more thing you need to find out is the issue happening through Midtier only 
or From User Client  or both.

With Best Regards

Rajesh


From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Dennis Ruble
Sent: Friday, January 28, 2011 4:08 AM
To: arslist@arslist.org
Subject: Re: Strange ARS Timeout Problem

**
Eric,
You might add a nslookup command to your cron job to see if a dns lookup is 
failing.  A dns failure will give the same ARS symptom as a network outage 
because it is an operation that the server must complete before communications 
can happen.

Good luck,
Dennis



"ZHANG, ERIC L" 
Sent by: "Action Request System discussion list(ARSList)" 

01/27/2011 04:26 PM
Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG

cc



Subject

Re: Strange ARS Timeout Problem










** **
Good idea.  I just put a cron job on the ars server that runs traceroute 
 every minute and appends the output to an output file. Waiting for 
the next timeout.

-Original Message-
From: LJ LongWing [mailto:lj.longw...@gmail.com]
Sent: Thursday, January 27, 2011 9:18 AM
Subject: Re: Strange ARS Timeout Problem

OkI just completely re-read the original post.all indications save one 
are that during that 5 minute interval the application server lost connectivity 
with the DB server.  The only exception to that appears to be the escalation 
thread which continued processing during that 5 minute window.so, what I 
would do would be to setup a cron to run every 30 seconds or every minute, 
something along those lines that issues a tracert between your remedy server 
and your db server.  My primary thought is that you are losing network 
connectivityeven though the escalation server is still working...it's at 
least something you can try and report back.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L
Sent: Wednesday, January 26, 2011 7:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange ARS Timeout Problem

**
Yes, I did initial log analysis. As I said in the original posting, there was 
5-minutes gap in the api log, while no gap/waiting/error/long operation was 
showing in the sql log and escalation log. All the sql queries were for user 
AR_ESCALATOR in the sql log.


-Original Message-
From: Axton [mailto:axton.gr...@gmail.com]
Sent: Wednesday, January 26, 2011 8:18 AM
Subject: Re: Strange ARS Timeout Problem

** What do the logs say?  I haven't seen that you've done analysis with the 
logs.  Is there a gap in time in the logs (indicating the server was not doing 
anything)?  Is there are gap in time in the logs (indicating a long operation 
was running?
On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L 
mailto:ezh...@entergy.com>> wrote:
**
We have sent BMC tech support all the logs including api, filter, sql, 
escalation, thread, plug-in, arfork, even pstack output that were taken during 
hanging, and so far they haven't been able to identify the cause of the problem.

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com]
Sent: Monday, January 24, 2011 5:45 PM
Subject: Re: Strange ARS Timeout Problem

** Try to get the api, filter, and sql logs leading up to the point where it 
started hanging.  Those are your best indicator.  Also check the arerror.log 
for crashes.

There are things that can cause behavior like this that the logs will indicate. 
 For example, try creating a computed group during production operations, or 
importing a deployable application.
On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L 
mailto:ezh...@entergy.com>> wrote:
**
Hi Listers.

We are experiencing intermittent timeouts with the ARS. Without me doing 
anything, the AR system becomes normal again after about 5 minutes. All users 
are getting timeout (or hourglass) but no process is being restarted in 
armonitor.log.

This is the message showing in arerror.log:

Tue Jan 18 12:09:24 2011  Dispatch : Timeout during data retrieval due to busy 
server -- retry the operation (server_name)  ARERR - 93
Tue Jan 18 12:10:04 2011  Approve : Timeout during database query -- consider 
using more specific search criteria to narrow the results, and retry the 
operation (ARERR

Re: Need advice: Change how SLM's are getting detached

[Weigand, John]

SVTs attach / detach according to the criteria specified in the Terms and 
Conditions (T&C).  If Priority is part of the T&C, then if it changes then the 
SVT will behave accordingly.  If you have implemented SVT Groups then the 
detach / attach of SVTs in that group will do what you want.  The data from the 
measurement record of the detaching SVT will be taken into account by the 
attaching SVT thus maintaining continuity in the measurement.  So, if a Medium 
ticket comes in and is being tracked by “SVT-M” and then the Priority is 
changed to Low, “SVT-M” would detach and “SVT-L” would attach and continue 
measuring from that point.  If the goal time changes from 4 hours to 8 hours, 
the Due Date will move out the appropriate amount of time.  This scenario is 
exactly what the SVT Groups feature is used for. (Pardon the poor grammar.)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
Sent: Thursday, January 27, 2011 5:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need advice: Change how SLM's are getting detached

**
We have a similar issue with priority changes. If the incident was in Medium 
and the response target was met then as far as we are concerned response is 
met. If we determine it should have been low, it shouldn't start another SLT 
for Low. Met is met. If it was missed at medium because as in the example below 
 the 2 hours had passed, should it actually just recalculate when it is moved 
to low to see if there is possibly some more time to met the low goal? In other 
words.. for priority changes, I'd like to see it recalculate the time rather 
than detach/reattach and all that goodnes..
Kelly Deaver
L-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)
kelly.ctr.dea...@faa.gov (Business mail)


 Original Message 
Subject: Re: Need advice: Change how SLM's are getting detached
From: "Weigand, John" mailto:john_weig...@bmc.com>>
Date: Thu, January 27, 2011 10:40 am
To: arslist@ARSLIST.ORG

Terje,

The behavior you describe is correct. Once a Service Target has completed 
processing it will not be removed from the ticket. The reason is this: the 
service level goal that was being tracked has either been Met or Missed and 
that metric should remain attached to the ticket. In your example, the ticket 
was Critical and the service level commitment was in place at that time. If the 
SVT is not Met then the ticket should accurately reflect that this is the case. 
Even if it was truly a "High" ticket, then it should have been acted upon (and 
changed to "High") within the Critical timeframe.

E.g.: Say you have a 2 hour goal for Critical and 4 hour goal for High tickets. 
If you get a Critical ticket and it takes 2 1/2 hours for someone to look at 
it, then you have failed to address that ticket in time. If, however, you look 
at the ticket in 1 1/2 hours and determine it is a "High" ticket and change it 
accordingly, then the Critical SVT will detach and you will have bought 
yourself 2 more hours to address the ticket.

So, you cannot detach Met or Missed SVTs, only ones that have not hit their 
goal time.

Thanks,
John

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Thursday, January 27, 2011 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Need advice: Change how SLM's are getting detached

I got a request to change how SLM's are detached - I am struggling to find the 
right solution.

Problem:

The incident got a set of SLM's attached. The support engineer changes some of 
the conditions for the SLM - therefore an new set of SLM will attach. Let's say 
the support engineer updated urgency from Critical to High. The critical 
service targets is already attached to the incident. After the change of 
urgency you got two sets of service targets attached.

Old service target will be updated to detached but only of the old service 
target is not met or missed. Here comes the problem. We want all service 
targets to be detached not only those how have not met their due date.

This sounds like a simple change. Of some reason I am unable to find the right 
solution. I have done some logging and looked into the workflow - but I can not 
find the right place to make the change.

Any suggestions?

ARS 75p7, ITSM 75p1

Thanks,
Terje


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Re: Need advice: Change how SLM's are getting detached

[Kelly Deaver]

**
We have a similar issue with priority changes. If the incident was in Medium and the response target was met then as far as we are concerned response is met. If we determine it should have been low, it shouldn't start another SLT for Low. Met is met. If it was missed at medium because as in the example below  the 2 hours had passed, should it actually just recalculate when it is moved to low to see if there is possibly some more time to met the low goal? In other words.. for priority changes, I'd like to see it recalculate the time rather than detach/reattach and all that goodnes.. 
Kelly DeaverL-3 Stratis / FAA Contractor
kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov (Business mail)
 
 

 Original Message Subject: Re: Need advice: Change how SLM's are getting detachedFrom: "Weigand, John" Date: Thu, January 27, 2011 10:40 amTo: arslist@ARSLIST.ORGTerje,The behavior you describe is correct. Once a Service Target has completed processing it will not be removed from the ticket. The reason is this: the service level goal that was being tracked has either been Met or Missed and that metric should remain attached to the ticket. In your example, the ticket was Critical and the service level commitment was in place at that time. If the SVT is not Met then the ticket should accurately reflect that this is the case. Even if it was truly a "High" ticket, then it should have been acted upon (and changed to "High") within the Critical timeframe.E.g.: Say you have a 2 hour goal for Critical and 4 hour goal for High tickets. If you get a Critical ticket and it takes 2 1/2 hours for someone to look at it, then you have failed to address that ticket in time. If, however, you look at the ticket in 1 1/2 hours and determine it is a "High" ticket and change it accordingly, then the Critical SVT will detach and you will have bought yourself 2 more hours to address the ticket.So, you cannot detach Met or Missed SVTs, only ones that have not hit their goal time.Thanks,John-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje MoglestueSent: Thursday, January 27, 2011 8:30 AMTo: arslist@ARSLIST.ORGSubject: Need advice: Change how SLM's are getting detachedI got a request to change how SLM's are detached - I am struggling to find the right solution. Problem:The incident got a set of SLM's attached. The support engineer changes some of the conditions for the SLM - therefore an new set of SLM will attach. Let's say the support engineer updated urgency from Critical to High. The critical service targets is already attached to the incident. After the change of urgency you got two sets of service targets attached.Old service target will be updated to detached but only of the old service target is not met or missed. Here comes the problem. We want all service targets to be detached not only those how have not met their due date.This sounds like a simple change. Of some reason I am unable to find the right solution. I have done some logging and looked into the workflow - but I can not find the right place to make the change.Any suggestions?ARS 75p7, ITSM 75p1Thanks,Terje___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgattend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
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Re: License Question...

[LJ LongWing]

Chas,

I have a custom in-house built system that utilizes read licenses extensively.  
The application is a Quote/Order system, here is how it works.

 

The sales users create their own quotes and do everything they need with their 
own records, once the quote reaches a certain stage it is handed off to other 
teams to fulfill the customers orders.  The sales users only see/touch their 
own requests and as such, only have read licenses.  All other users of the 
system have either Fixed or Floating licenses.

 

We have situations where one user will create a quote FOR a sales user…in that 
case the submitter of the quote is the sales user in question instead of the 
person pressing the button, but in this scenario, the sales user typically 
picks the quote up once its created and works it just as if they had created it 
to begin with….the person that created it for them is typically with a group 
that has a write license, but if they happen to be another sales user, they 
wouldn’t be able to modify the record after it was created anyway because they 
also have a read license…so it would be up to the other read user to modify it 
further anyway.

 

Based on everything I have read and the years of experience I have, this does 
not ‘sidestep’ any rules, but abides by the rules quite nicely.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

 

Hi Anne,

 

Actually, I was under the impression that Dave was not “…the official voice of 
BMC…” (based upon his sig-line which clearly indicates his opinions are his 
own);  I simply thought he’d have the answer to this question regarding proper 
licensing requirements.

 

What I am trying to confirm is similar to what you opined – namely:

“Free read/submit is intended as a convenience for people - usually end users - 
 to submit their own tickets; if they then need to add an update they can.”

 

I do not understand your next statement about “…having a help desk person take 
the ticket on the phone…”  Wouldn’t they then be the “Submitter”, and thus ruin 
the ability of the actual end user with the issue to add an updated 
description, for example?

 

I guess to be real clear, I am asking if “Submitter Mode Lock” creates a 
situation where the end users do not have to have a paid license, only the help 
desk and actual “second level” actually working the ticket do?  Is not the 
intent of “Submitter Mode Lock” to make Remedy affordable to an organization so 
it is more widely used?

 

Also to be explicitly clear, I am only concerned with custom in house written 
Remedy apps, not ones that have additional licensing requirements.

 

 

Chas


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OT - Best answer ever!! RE License Question...

[Misi Mladoniczky]

Hi,

I have bought a fishing rod, and want to eat canned tuna, not canned
applications... Is the sole user of the system be a fish?

   /Misi

> I guess it depends.  Are you fishing, keeping the fishing rod in your
> hands at all times, and just handing the fish you catch over to someone
> else?  (i.e. you are always the submitter and no one else is ever logging
> into SRM/RKM)?  Or are you standing behind someone and helping them cast,
> then handing the rod over to them so they can finish fishing (i.e. you
> submit the request, but immediately change the submitter to them – thereby
> making it nearly identical to what would have happened had they submitted
> the request themselves)?
>
> If the former, then you are the only one logging into SRM and thus you’re
> the sole user of the system.  No one else ever logs in so they’re not
> accessing the system.  Note that this is kind of the antithesis of
> “self-service”, yes?
>
> If the latter (which is probably the case), then the other users are
> logging into see the status of tickets you submitted for them, viewing
> knowledge articles and interacting through the system with the Service
> Management Specialists who are working their tickets.   Or, keeping in the
> metaphor, if a park ranger found a person with a fishing rod in their
> hands, would the park ranger accept a response of “oh no, I’m not fishing
> – I’m just holding the rod and catching the fish… he did the initial
> fishing.”  ;-)
>
> As you point out, don’t make it complicated.  If the end result is the
> same as if the user had performed the action themselves, then they’re
> considered to be using the system.
>
> -David J. Easter
> Manager of Product Management, Remedy Platform
> 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:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
> Sent: Thursday, January 27, 2011 10:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: License Question...
>
> ** David,
>
> First off, I want to thank you for taking the time to help the community
> understand these issues.  I'm sure the topic isn't as complicated as we
> make it out to be, so having you shed light on things is appreciated.
>
> I understand that having a Self Service (fishing) license grants the
> general right to fish (and therefore no licensing specifically for that
> needs to be done on the server).  But to take your metaphor one step
> further; with the hope of clearing up a question I have, does the fishing
> license allow me to fish "On Behalf Of" someone else, or is that where the
> "Fishing Management Specialist" licenses come into play (which would
> require configuring on the server)?
>
> Thanks again,
> Thad
> On Thu, Jan 27, 2011 at 8:21 AM, Easter, David
> mailto:david_eas...@bmc.com>> wrote:
> You are purchasing the business license rights to use the Self-Service
> applications (SRM and RKM) in a defined manner – namely to allow end-users
> to submit service requests, view their service requests and to view
> knowledge articles provided for self-service.  Regardless of any other
> business rights obtained through other licenses purchased, you have to
> purchase Self-Service user capacity to use SRM and RKM for self-service.
>
> When you purchased AR System, you obtained unlimited rights to use the
> “free” read licenses within applications that have no other restrictions
> around their use.  For Self-Service, there is an additional business
> license right that is needed to use the applications for a specific
> purpose.  Regardless of the technology that enables their use, you have to
> have the business license rights to use the application as defined in your
> purchase contract.The Self-Service business license is needed in
> addition to any other licenses.
>
> Trying to make this into a dumb metaphor, think about a fishing license.
> A fishing license enables you to go fishing.  However, while the fishing
> license enables you to fish, there may be additional rules in place that
> limit you to catch a certain number of fish, only fish in certain places
> or disallow the catching of certain kinds of fish.  Even though your
> fishing license says you can go fishing, that license is further modified
> by other “contracts” (in this case, laws or regulations).   So just
> because I have a fishing license that lets me catch an unlimited amount of
> sardines, that same license may not enable me to catch an unlimited amount
> of tuna.  To catch additional tuna, I may have to get a business license
> that allows me to catch more than what I could normally catch with a
> standard fishing license.
>
> So if you use the SRM or RKM applications for self

Re: Strange ARS Timeout Problem

[Dennis Ruble]

Eric,
You might add a nslookup command to your cron job to see if a dns lookup 
is failing.  A dns failure will give the same ARS symptom as a network 
outage because it is an operation that the server must complete before 
communications can happen. 

Good luck,
Dennis





"ZHANG, ERIC L"  
Sent by: "Action Request System discussion list(ARSList)" 

01/27/2011 04:26 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Strange ARS Timeout Problem






** ** 
Good idea.  I just put a cron job on the ars server that runs traceroute 
 every minute and appends the output to an output file. Waiting 
for the next timeout.
 
-Original Message-
From: LJ LongWing [mailto:lj.longw...@gmail.com] 
Sent: Thursday, January 27, 2011 9:18 AM
Subject: Re: Strange ARS Timeout Problem
 
Ok?.I just completely re-read the original post?..all indications save one 
are that during that 5 minute interval the application server lost 
connectivity with the DB server.  The only exception to that appears to be 
the escalation thread which continued processing during that 5 minute 
window?..so, what I would do would be to setup a cron to run every 30 
seconds or every minute, something along those lines that issues a tracert 
between your remedy server and your db server.  My primary thought is that 
you are losing network connectivity?.even though the escalation server is 
still working?it?s at least something you can try and report back.
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L
Sent: Wednesday, January 26, 2011 7:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange ARS Timeout Problem
 
** 
Yes, I did initial log analysis. As I said in the original posting, there 
was 5-minutes gap in the api log, while no gap/waiting/error/long 
operation was showing in the sql log and escalation log. All the sql 
queries were for user AR_ESCALATOR in the sql log.
 
 
-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Wednesday, January 26, 2011 8:18 AM
Subject: Re: Strange ARS Timeout Problem
 
** What do the logs say?  I haven't seen that you've done analysis with 
the logs.  Is there a gap in time in the logs (indicating the server was 
not doing anything)?  Is there are gap in time in the logs (indicating a 
long operation was running?
On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L  wrote:
** 
We have sent BMC tech support all the logs including api, filter, sql, 
escalation, thread, plug-in, arfork, even pstack output that were taken 
during hanging, and so far they haven?t been able to identify the cause of 
the problem.
 
-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Monday, January 24, 2011 5:45 PM
Subject: Re: Strange ARS Timeout Problem
 
** Try to get the api, filter, and sql logs leading up to the point where 
it started hanging.  Those are your best indicator.  Also check the 
arerror.log for crashes.
 
There are things that can cause behavior like this that the logs will 
indicate.  For example, try creating a computed group during production 
operations, or importing a deployable application.
On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L  wrote:
** 
Hi Listers.
 
We are experiencing intermittent timeouts with the ARS. Without me doing 
anything, the AR system becomes normal again after about 5 minutes. All 
users are getting timeout (or hourglass) but no process is being restarted 
in armonitor.log. 
 
This is the message showing in arerror.log:
 
Tue Jan 18 12:09:24 2011  Dispatch : Timeout during data retrieval due to 
busy server -- retry the operation (server_name)  ARERR - 93
Tue Jan 18 12:10:04 2011  Approve : Timeout during database query -- 
consider using more specific search criteria to narrow the results, and 
retry the operation (ARERR 94)
 
In the API log, it shows a 5-minute gap:
 

  /* Tue Jan 18 
2011 12:06:16.2224 */-GLEWFOK

  /* Tue Jan 18 
2011 12:11:16.0001 */+GLEWF  ARGetListEntryWithFields -- schema 
OBJSTR:Class from Unidentified Client (protocol 12) at IP address
 
Our DBA was monitoring the database during the time and found few 
activities in the database. The activities shown in SQL log during the 
timeout were all for user AR_ESCALATOR, which means the escalation was 
still running during the time. This can also be verified from the 
escalation log.
 
When this occurs, the CPU and RAM utilizations are dramatically dropping 
to the lowest levels on both the ARS server and the database server. There 
was no application change in the last couple of months. The problem 
started about two weeks ago. It could occur 3 times a day and sometimes it 
works fine for days without it occurring.
 
Our configuration/environment:
 
ARS: 7.1 patch 7
ITSM: 7.0.03 patch 9
SLM: 7.1 patch 2
SRM: 2.2 patch 4
Midtier: 7.6.03
 
ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) ? 
Dedicated to ARServer, ITSM, SLM, and SRM.

Re: Strange ARS Timeout Problem

[Axton]

I'm not following how you got to broken db connections.  If arerror.log does
not show the sql connection dropped, it didn't.  Oracle connections are
stateful, meaning that if that link drops, that session is dead.  If
arerror.log doesn't indicate broken sessions to the db, chances are things
are good there.

On Thu, Jan 27, 2011 at 4:26 PM, ZHANG, ERIC L  wrote:

> ** **
>
> Good idea.  I just put a cron job on the ars server that runs traceroute
>  every minute and appends the output to an output file. Waiting
> for the next timeout.
>
>
>
> -Original Message-
> *From:* LJ LongWing [mailto:lj.longw...@gmail.com]
> *Sent:* Thursday, January 27, 2011 9:18 AM
>
> *Subject:* Re: Strange ARS Timeout Problem
>
>
>
> Ok….I just completely re-read the original post…..all indications save one
> are that during that 5 minute interval the application server lost
> connectivity with the DB server.  The only exception to that appears to be
> the escalation thread which continued processing during that 5 minute
> window…..so, what I would do would be to setup a cron to run every 30
> seconds or every minute, something along those lines that issues a tracert
> between your remedy server and your db server.  My primary thought is that
> you are losing network connectivity….even though the escalation server is
> still working…it’s at least something you can try and report back.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *ZHANG, ERIC L
> *Sent:* Wednesday, January 26, 2011 7:19 PM
>
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Re: Strange ARS Timeout Problem
>
>
>
> **
>
> Yes, I did initial log analysis. As I said in the original posting, there
> was 5-minutes gap in the api log, while no gap/waiting/error/long operation
> was showing in the sql log and escalation log. All the sql queries were for
> user AR_ESCALATOR in the sql log.
>
>
>
>
>
> -Original Message-
> *From:* Axton [mailto:axton.gr...@gmail.com]
> *Sent:* Wednesday, January 26, 2011 8:18 AM
> *Subject:* Re: Strange ARS Timeout Problem
>
>
>
> ** What do the logs say?  I haven't seen that you've done analysis with
> the logs.  Is there a gap in time in the logs (indicating the server was not
> doing anything)?  Is there are gap in time in the logs (indicating a long
> operation was running?
>
> On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L  wrote:
>
> **
>
> We have sent BMC tech support all the logs including api, filter, sql,
> escalation, thread, plug-in, arfork, even pstack output that were taken
> during hanging, and so far they haven’t been able to identify the cause of
> the problem.
>
>
>
> -Original Message-
> *From:* Axton [mailto:axton.gr...@gmail.com]
> *Sent:* Monday, January 24, 2011 5:45 PM
> *Subject:* Re: Strange ARS Timeout Problem
>
>
>
> ** Try to get the api, filter, and sql logs leading up to the point where
> it started hanging.  Those are your best indicator.  Also check the
> arerror.log for crashes.
>
>
>
> There are things that can cause behavior like this that the logs will
> indicate.  For example, try creating a computed group during production
> operations, or importing a deployable application.
>
> On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L  wrote:
>
> **
>
> Hi Listers.
>
>
>
> We are experiencing intermittent timeouts with the ARS. Without me doing
> anything, the AR system becomes normal again after about 5 minutes. All
> users are getting timeout (or hourglass) but no process is being restarted
> in armonitor.log.
>
>
>
> This is the message showing in arerror.log:
>
>
>
> Tue Jan 18 12:09:24 2011  Dispatch : Timeout during data retrieval due to
> busy server -- retry the operation (server_name)  ARERR - 93
>
> Tue Jan 18 12:10:04 2011  Approve : Timeout during database query --
> consider using more specific search criteria to narrow the results, and
> retry the operation (ARERR 94)
>
>
>
> In the API log, it shows a 5-minute gap:
>
>
>
>
>   > /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK
>
>
>   > /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF  ARGetListEntryWithFields --
> schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address
>
>
>
> Our DBA was monitoring the database during the time and found few
> activities in the database. The activities shown in SQL log during the
> timeout were all for user AR_ESCALATOR, which means the escalation was still
> running during the time. This can also be verified from the escalation log.
>
>
>
> When this occurs, the CPU and RAM utilizations are dramatically dropping to
> the lowest levels on both the ARS server and the database server. There was
> no application change in the last couple of months. The problem started
> about two weeks ago. It could occur 3 times a day and sometimes it works
> fine for days without it occurring.
>
>
>
> Our configuration/environment:
>
>
>
> ARS: 7.1 patch 7
>
> ITSM: 7.0.03 patch 9
>
> SLM: 7.1 patch 2
>
> SRM: 2.2 patch 4
>

Re: Strange ARS Timeout Problem

[ZHANG, ERIC L]

** 

Good idea.  I just put a cron job on the ars server that runs traceroute
 every minute and appends the output to an output file.
Waiting for the next timeout.

 

-Original Message-
From: LJ LongWing [mailto:lj.longw...@gmail.com] 
Sent: Thursday, January 27, 2011 9:18 AM
Subject: Re: Strange ARS Timeout Problem

 

OkI just completely re-read the original post.all indications
save one are that during that 5 minute interval the application server
lost connectivity with the DB server.  The only exception to that
appears to be the escalation thread which continued processing during
that 5 minute window.so, what I would do would be to setup a cron to
run every 30 seconds or every minute, something along those lines that
issues a tracert between your remedy server and your db server.  My
primary thought is that you are losing network connectivityeven
though the escalation server is still working...it's at least something
you can try and report back.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L
Sent: Wednesday, January 26, 2011 7:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange ARS Timeout Problem

 

** 

Yes, I did initial log analysis. As I said in the original posting,
there was 5-minutes gap in the api log, while no gap/waiting/error/long
operation was showing in the sql log and escalation log. All the sql
queries were for user AR_ESCALATOR in the sql log.

 

 

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Wednesday, January 26, 2011 8:18 AM
Subject: Re: Strange ARS Timeout Problem

 

** What do the logs say?  I haven't seen that you've done analysis with
the logs.  Is there a gap in time in the logs (indicating the server was
not doing anything)?  Is there are gap in time in the logs (indicating a
long operation was running?

On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L 
wrote:

** 

We have sent BMC tech support all the logs including api, filter, sql,
escalation, thread, plug-in, arfork, even pstack output that were taken
during hanging, and so far they haven't been able to identify the cause
of the problem.

 

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Monday, January 24, 2011 5:45 PM
Subject: Re: Strange ARS Timeout Problem

 

** Try to get the api, filter, and sql logs leading up to the point
where it started hanging.  Those are your best indicator.  Also check
the arerror.log for crashes.

 

There are things that can cause behavior like this that the logs will
indicate.  For example, try creating a computed group during production
operations, or importing a deployable application.

On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L 
wrote:

** 

Hi Listers.

 

We are experiencing intermittent timeouts with the ARS. Without me doing
anything, the AR system becomes normal again after about 5 minutes. All
users are getting timeout (or hourglass) but no process is being
restarted in armonitor.log. 

 

This is the message showing in arerror.log:

 

Tue Jan 18 12:09:24 2011  Dispatch : Timeout during data retrieval due
to busy server -- retry the operation (server_name)  ARERR - 93

Tue Jan 18 12:10:04 2011  Approve : Timeout during database query --
consider using more specific search criteria to narrow the results, and
retry the operation (ARERR 94)

 

In the API log, it shows a 5-minute gap:

 

   
  /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK

   
  /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF  ARGetListEntryWithFields --
schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address

 

Our DBA was monitoring the database during the time and found few
activities in the database. The activities shown in SQL log during the
timeout were all for user AR_ESCALATOR, which means the escalation was
still running during the time. This can also be verified from the
escalation log.

 

When this occurs, the CPU and RAM utilizations are dramatically dropping
to the lowest levels on both the ARS server and the database server.
There was no application change in the last couple of months. The
problem started about two weeks ago. It could occur 3 times a day and
sometimes it works fine for days without it occurring.

 

Our configuration/environment:

 

ARS: 7.1 patch 7

ITSM: 7.0.03 patch 9

SLM: 7.1 patch 2

SRM: 2.2 patch 4

Midtier: 7.6.03

 

ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs)
- Dedicated to ARServer, ITSM, SLM, and SRM.

Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used
only by customers to submit service request.

Database: Oracle: 10gR2 (remote)

 

The following are threads settings in ar.conf:

 

Private-RPC-Socket:  390601   2   6

Private-RPC-Socket:  390603   2   2

Private-RPC-Socket:  390620  16  24  (FAST)

Private-RPC-Socket:  390626   8  16

Private-RPC-Socket:  390627   2  12

Private-RPC-Socket:  390635  24  30  (LIST)

Private-RPC-Socket:  390680  

Annoying issue with 7.6.03 - ITSM - Classic View

[Chowdhury, Tauf]

All,

This issue is only affecting Firefox. Whenever I try to click Search/New
Incident/Change/Problem from either the consoles or the home page, the
new tab opens and by default, it seems that the Best Practice View opens
for a second but then switches to the Classic View. However, the moment
that happens, the tab closes. Anyone else experiencing or have a
workaround/fix for this issue? 

 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779

 

 

**
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 
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Re: License Question...

[Roberts, Chas]

Hi Anne,

Actually, I was under the impression that Dave was not “…the official voice of 
BMC…” (based upon his sig-line which clearly indicates his opinions are his 
own);  I simply thought he’d have the answer to this question regarding proper 
licensing requirements.

What I am trying to confirm is similar to what you opined – namely:
“Free read/submit is intended as a convenience for people - usually end users - 
 to submit their own tickets; if they then need to add an update they can.”

I do not understand your next statement about “…having a help desk person take 
the ticket on the phone…”  Wouldn’t they then be the “Submitter”, and thus ruin 
the ability of the actual end user with the issue to add an updated 
description, for example?

I guess to be real clear, I am asking if “Submitter Mode Lock” creates a 
situation where the end users do not have to have a paid license, only the help 
desk and actual “second level” actually working the ticket do?  Is not the 
intent of “Submitter Mode Lock” to make Remedy affordable to an organization so 
it is more widely used?

Also to be explicitly clear, I am only concerned with custom in house written 
Remedy apps, not ones that have additional licensing requirements.


Chas


Subject: Re: License Question...

And just as a reminder (although Dave is the official voice of BMC) -

Free read/submit is intended as a convenience for people - usually end users -  
to submit their own tickets; if they then need to add an update they can.

One should not try to get around this by, for an example, having a help desk 
person take the ticket on the phone; putting them as the submitter; and then 
letting them work the ticket through to the end or put in updates from the 
second level people who are actually working the ticket without a write 
license. Or let's say I'm a change person; if I open a change request for 
myself and then want to work it all the way through to completion - I should 
have a write license.

If one is working a ticket, one is expected to have a write license. There are 
always technical tricks you can do, but those are not allowed (the EULA has 
wording to this effect).

Anne
*** not speaking officially from BMC but trying to ensure the point of read vs 
write licenses are not missed ***

now, back to the smoked salmon...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Hi David,

Thank you.

So in the case of custom in-house developed ARS applications licenses are 
required to be purchased for those who need update access to tickets they did 
not submit, in effect limiting the licenses required to only those individuals, 
rather than some percentage of the total population of submitters, correct?

Or put another way, there is no requirement to purchase a large number of 
unnecessary licenses for those who do not update tickets they did not submit?


Chas


Subject: Re: License Question...

From the Configuration Guide:

The Submitter Mode options are

Locked—Enables users who have their name in the Submitter field to modify 
requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.

Changeable—Requires users to have a write license to change any record, 
including requests for which they are the submitter.

So ignoring business licensed rights for the moment, a user with a read license 
and submitter mode set to “Locked” would be technically able to submit data to 
the system and modify their own submissions since their name is in the 
“Submitter” field.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 09:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Notwithstanding any requirements for licensing that may apply for using canned 
applications, is my understanding of “Submitter Mode Locked” sound?

I am only referring to user developed ARS apps.


Chas


Subject: Re: License Question...

You are purchasing the business license rights to use the Self-Service 
applications (SRM and RKM) in a defined manner – namely to allow end-users to 
submit service requests, view their service requests and to view knowledge 
articles provided for self-service.  Regardless of any other business rights 
obtaine

Change Management process question

[Martinez, Marcelo A]

I'd like to ping the list on how do you/your company tracks unauthorized 
changes in Change Mgmt. [An unauthorized change could be one that lacks all 
necessary approvals; testing documents; or has incomplete Chg Mgmt 
requirements].
For example, a support group enters a change request for Feb 4, 2011. The 
change sits in Scheduled for Approval state until Feb 11, 2011 when the Change 
Management team finds out that the change did in fact take place on Feb 4 but 
was pending approvals. In this case, the change request should be tracked as 
unauthorized (since it didn't receive all required approvals prior to its 
implementation). At this point the change request status in grayed-out... and 
the change sits in limbo.. how is your company tracking such changes? Do you 
move the change to "Closed" or "Completed" and use a certain status reason? Do 
you reject the change and cancel it? Do you reject the change and leave it in 
Rejected status?

Thanks - Marcelo

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Re: Incoming email, floating license use, and filters updating on behalf of users

[David Durling]

Thanks, David!   We're just about to move from 6.0 to 7.5, so I admit I 
had not investigated it much on 7.5 yet...  This might do the trick.  I 
see that the License Usage form even lists the Group ID of the floating 
pool.


I presume an attempt to recognize license restrictions using methods 
like this is okay with BMC (as opposed to using templates, in this case)?


Thanks,

David Durling

On 1/27/2011 3:43 PM, Easter, David wrote:

One way would be to activate the License Usage Forms...

6-Jan-2009  What's New: BMC Remedy Action Request System 7.5.00
http://documents.bmc.com/supportu/documents/84/15/98415/98415.pdf

Current and historical license usage

To provide data for flashboards so that they can display current and
historical license usage, these read-only forms were added to AR
System 7.5.00:

- AR System Current License Usage-Tracks all licenses currently in
use on the  server when the Enable License Tracking option is
selected in the AR System  Administration: Server Information form.
You can use the data in the  AR System Current License Usage form to
generate flashboards that show current license usage.

- AR System Historical License Usage-Tracks information about
licenses that  are released while the Enable License Tracking option
is selected in the AR System Administration: Server Information form.
You can use this data to  generate flashboards that show the
following information for specified time periods:

- License usage for a single user, including each time that the user
acquired or  released a particular license type - Number of licenses
used by all users for a specified application, license type,  or
license pool

See "Displaying license usage" in Chapter 2 of the Configuration
Guide.


-David J. Easter Manager of Product Management, Remedy Platform BMC
Software, Inc.



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Re: Incoming email, floating license use, and filters updating on behalf of users

[Easter, David]

One way would be to activate the License Usage Forms...

6-Jan-2009  What's New: BMC Remedy Action Request System 7.5.00 
http://documents.bmc.com/supportu/documents/84/15/98415/98415.pdf

Current and historical license usage

To provide data for flashboards so that they can display current and historical 
license usage, these read-only forms were added to AR System 7.5.00:

- AR System Current License Usage-Tracks all licenses currently in use on the  
server when the Enable License Tracking option is selected in the AR System  
Administration: Server Information form. You can use the data in the  AR System 
Current License Usage form to generate flashboards that show 
current license usage.

- AR System Historical License Usage-Tracks information about licenses that  
are released while the Enable License Tracking option is selected in the 
AR System Administration: Server Information form. You can use this data to  
generate flashboards that show the following information for specified time 
periods:

- License usage for a single user, including each time that the user 
acquired or  released a particular license type
- Number of licenses used by all users for a specified application, 
license type,  or license pool 

See "Displaying license usage" in Chapter 2 of the Configuration Guide.


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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 27, 2011 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Incoming email, floating license use, and filters updating on behalf 
of users

Maybe this is a good time to throw this out since license use is being 
discussed -

Is there a way to use workflow to find out how many floating licenses 
are currently in use?  And if so, can this information be determined per 
license pool?

I want to allow staff working tickets be able to reply to email from 
Remedy and update a ticket's work log as an alternative to logging in. 
(This would be done by matching the subject with the request ID and the 
email From address with email addresses of licensed users.)  I want to 
use filters instead of Email Templates partially since templates require 
special formatting on the part of the user, if I understand.  This is an 
"ease of use" issue driven by a user request.

The problem is how to do this and stay within the intent of the 
licensing terms.  Fixed licensed users should be easy to find, but I 
don't know how to determine how many floating licenses are in use. 
Theoretically, I should have some mechanism to deny an update if the 
floating limit is exceeded.

If there is a way to determine floating use via workflow, I'd like to 
know.  Or if you have another solution to suggest, I'm interested to 
hear it.

Thanks,

David Durling

Solaris 10
Oracle 11g R2, 64 bit
ARS 7.5 patch 007
custom apps


-- 
David Durling
Enterprise Information Technology Services
University of Georgia

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Incoming email, floating license use, and filters updating on behalf of users

[David Durling]

Maybe this is a good time to throw this out since license use is being 
discussed -


Is there a way to use workflow to find out how many floating licenses 
are currently in use?  And if so, can this information be determined per 
license pool?


I want to allow staff working tickets be able to reply to email from 
Remedy and update a ticket's work log as an alternative to logging in. 
(This would be done by matching the subject with the request ID and the 
email From address with email addresses of licensed users.)  I want to 
use filters instead of Email Templates partially since templates require 
special formatting on the part of the user, if I understand.  This is an 
"ease of use" issue driven by a user request.


The problem is how to do this and stay within the intent of the 
licensing terms.  Fixed licensed users should be easy to find, but I 
don't know how to determine how many floating licenses are in use. 
Theoretically, I should have some mechanism to deny an update if the 
floating limit is exceeded.


If there is a way to determine floating use via workflow, I'd like to 
know.  Or if you have another solution to suggest, I'm interested to 
hear it.


Thanks,

David Durling

Solaris 10
Oracle 11g R2, 64 bit
ARS 7.5 patch 007
custom apps


--
David Durling
Enterprise Information Technology Services
University of Georgia

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Re: License Question...

[Andrew Fremont]

Hi all,

I did not understand the license... well, but the fishing model really help
me here...
This is a great thread, as I learn something new today.

Thanks
Andrew.

On Thu, Jan 27, 2011 at 11:42 AM, Brock, Anne  wrote:

>  And just as a reminder (although Dave is the official voice of BMC) -
>
>
>
> Free read/submit is intended as a convenience for people - usually end
> users -  to submit their own tickets; if they then need to add an update
> they can.
>
>
>
> One should not try to get around this by, for an example, having a help
> desk person take the ticket on the phone; putting them as the submitter; and
> then letting them work the ticket through to the end or put in updates from
> the second level people who are actually working the ticket without a write
> license. Or let's say I'm a change person; if I open a change request for
> myself and then want to work it all the way through to completion - I should
> have a write license.
>
>
>
> If one is working a ticket, one is expected to have a write license. There
> are always technical tricks you can do, but those are not allowed (the EULA
> has wording to this effect).
>
>
>
> Anne
>
> *** not speaking officially from BMC but trying to ensure the point of read
> vs write licenses are not missed ***
>
>
>
> now, back to the smoked salmon...
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas
> *Sent:* Thursday, January 27, 2011 10:38 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Hi David,
>
>
>
> Thank you.
>
>
>
> So in the case of custom in-house developed ARS applications licenses are
> required to be purchased for those who need update access to tickets they
> did not submit, in effect limiting the licenses required to only those
> individuals, rather than some percentage of the total population of
> submitters, correct?
>
>
>
> Or put another way, there is no requirement to purchase a large number of
> unnecessary licenses for those who do not update tickets they did not
> submit?
>
>
>
>
>
> Chas
>
>
>
>
>
> *Subject:* Re: License Question...
>
>
>
> From the Configuration Guide:
>
>
>
> The Submitter Mode options are
>
>
>
> *Locked*—Enables users who have their name in the Submitter field to
> modify requests without a write license. This does not apply to users with a
> Restricted Read license who cannot modify requests under any circumstances.
> In the locked submitter mode, after the entry is submitted, the value in the
> Submitter field cannot be changed.
>
>
>
> *Changeable*—Requires users to have a write license to change any record,
> including requests for which they are the submitter.
>
>
>
> So ignoring business licensed rights for the moment, a user with a read
> license and submitter mode set to “Locked” would be technically able to
> submit data to the system and modify their own submissions since their name
> is in the “Submitter” field.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> 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:
> arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas
> *Sent:* Thursday, January 27, 2011 09:11 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Notwithstanding any requirements for licensing that may apply for using
> canned applications, is my understanding of “Submitter Mode Locked” sound?
>
>
>
> I am only referring to user developed ARS apps.
>
>
>
>
>
> Chas
>
>
>
>
>
> *Subject:* Re: License Question...
>
>
>
> You are purchasing the business license rights to use the Self-Service *
> applications* (SRM and RKM) in a defined manner – namely to allow
> end-users to submit service requests, view their service requests and to
> view knowledge articles provided for self-service.  Regardless of any other
> business rights obtained through other licenses purchased, you have to
> purchase Self-Service user capacity to use SRM and RKM for self-service.
>
>
>
> When you purchased AR System, you obtained unlimited rights to use the
> “free” read licenses within applications that have no other restrictions
> around their use.  For Self-Service, there is an additional business license
> right that is needed to use the applications for a specific purpose.
> Regardless of the technology that enables their use, you have to have the
> business license rights to use the application as defined in your purchase
> contract.The Self-Service business license is needed in addition to any
> other licenses.
>
>
>
> Trying to make this into a dumb metaphor, think about a fishing license.  A
> fishin

Re: License Question...

[Brock, Anne]

And just as a reminder (although Dave is the official voice of BMC) -

Free read/submit is intended as a convenience for people - usually end users -  
to submit their own tickets; if they then need to add an update they can.

One should not try to get around this by, for an example, having a help desk 
person take the ticket on the phone; putting them as the submitter; and then 
letting them work the ticket through to the end or put in updates from the 
second level people who are actually working the ticket without a write 
license. Or let's say I'm a change person; if I open a change request for 
myself and then want to work it all the way through to completion - I should 
have a write license.

If one is working a ticket, one is expected to have a write license. There are 
always technical tricks you can do, but those are not allowed (the EULA has 
wording to this effect).

Anne
*** not speaking officially from BMC but trying to ensure the point of read vs 
write licenses are not missed ***

now, back to the smoked salmon...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Hi David,

Thank you.

So in the case of custom in-house developed ARS applications licenses are 
required to be purchased for those who need update access to tickets they did 
not submit, in effect limiting the licenses required to only those individuals, 
rather than some percentage of the total population of submitters, correct?

Or put another way, there is no requirement to purchase a large number of 
unnecessary licenses for those who do not update tickets they did not submit?


Chas


Subject: Re: License Question...

From the Configuration Guide:

The Submitter Mode options are

Locked—Enables users who have their name in the Submitter field to modify 
requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.

Changeable—Requires users to have a write license to change any record, 
including requests for which they are the submitter.

So ignoring business licensed rights for the moment, a user with a read license 
and submitter mode set to “Locked” would be technically able to submit data to 
the system and modify their own submissions since their name is in the 
“Submitter” field.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 09:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Notwithstanding any requirements for licensing that may apply for using canned 
applications, is my understanding of “Submitter Mode Locked” sound?

I am only referring to user developed ARS apps.


Chas


Subject: Re: License Question...

You are purchasing the business license rights to use the Self-Service 
applications (SRM and RKM) in a defined manner – namely to allow end-users to 
submit service requests, view their service requests and to view knowledge 
articles provided for self-service.  Regardless of any other business rights 
obtained through other licenses purchased, you have to purchase Self-Service 
user capacity to use SRM and RKM for self-service.

When you purchased AR System, you obtained unlimited rights to use the “free” 
read licenses within applications that have no other restrictions around their 
use.  For Self-Service, there is an additional business license right that is 
needed to use the applications for a specific purpose.  Regardless of the 
technology that enables their use, you have to have the business license rights 
to use the application as defined in your purchase contract.The 
Self-Service business license is needed in addition to any other licenses.

Trying to make this into a dumb metaphor, think about a fishing license.  A 
fishing license enables you to go fishing.  However, while the fishing license 
enables you to fish, there may be additional rules in place that limit you to 
catch a certain number of fish, only fish in certain places or disallow the 
catching of certain kinds of fish.  Even though your fishing license says you 
can go fishing, that license is further modified by other “contracts” (in this 
case, laws or regulations).   So just because I have a fishing license that 
lets me catch an unlimited amount of sardines, that same license may n

Re: License Question...

[Easter, David]

I guess it depends.  Are you fishing, keeping the fishing rod in your hands at 
all times, and just handing the fish you catch over to someone else?  (i.e. you 
are always the submitter and no one else is ever logging into SRM/RKM)?  Or are 
you standing behind someone and helping them cast, then handing the rod over to 
them so they can finish fishing (i.e. you submit the request, but immediately 
change the submitter to them – thereby making it nearly identical to what would 
have happened had they submitted the request themselves)?

If the former, then you are the only one logging into SRM and thus you’re the 
sole user of the system.  No one else ever logs in so they’re not accessing the 
system.  Note that this is kind of the antithesis of “self-service”, yes?

If the latter (which is probably the case), then the other users are logging 
into see the status of tickets you submitted for them, viewing knowledge 
articles and interacting through the system with the Service Management 
Specialists who are working their tickets.   Or, keeping in the metaphor, if a 
park ranger found a person with a fishing rod in their hands, would the park 
ranger accept a response of “oh no, I’m not fishing – I’m just holding the rod 
and catching the fish… he did the initial fishing.”  ;-)

As you point out, don’t make it complicated.  If the end result is the same as 
if the user had performed the action themselves, then they’re considered to be 
using the system.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Thursday, January 27, 2011 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

** David,

First off, I want to thank you for taking the time to help the community 
understand these issues.  I'm sure the topic isn't as complicated as we make it 
out to be, so having you shed light on things is appreciated.

I understand that having a Self Service (fishing) license grants the general 
right to fish (and therefore no licensing specifically for that needs to be 
done on the server).  But to take your metaphor one step further; with the hope 
of clearing up a question I have, does the fishing license allow me to fish "On 
Behalf Of" someone else, or is that where the "Fishing Management Specialist" 
licenses come into play (which would require configuring on the server)?

Thanks again,
Thad
On Thu, Jan 27, 2011 at 8:21 AM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
You are purchasing the business license rights to use the Self-Service 
applications (SRM and RKM) in a defined manner – namely to allow end-users to 
submit service requests, view their service requests and to view knowledge 
articles provided for self-service.  Regardless of any other business rights 
obtained through other licenses purchased, you have to purchase Self-Service 
user capacity to use SRM and RKM for self-service.

When you purchased AR System, you obtained unlimited rights to use the “free” 
read licenses within applications that have no other restrictions around their 
use.  For Self-Service, there is an additional business license right that is 
needed to use the applications for a specific purpose.  Regardless of the 
technology that enables their use, you have to have the business license rights 
to use the application as defined in your purchase contract.The 
Self-Service business license is needed in addition to any other licenses.

Trying to make this into a dumb metaphor, think about a fishing license.  A 
fishing license enables you to go fishing.  However, while the fishing license 
enables you to fish, there may be additional rules in place that limit you to 
catch a certain number of fish, only fish in certain places or disallow the 
catching of certain kinds of fish.  Even though your fishing license says you 
can go fishing, that license is further modified by other “contracts” (in this 
case, laws or regulations).   So just because I have a fishing license that 
lets me catch an unlimited amount of sardines, that same license may not enable 
me to catch an unlimited amount of tuna.  To catch additional tuna, I may have 
to get a business license that allows me to catch more than what I could 
normally catch with a standard fishing license.

So if you use the SRM or RKM applications for self-service as an end user – 
regardless of other licenses or enabled technology – you need to have the 
business rights to use the application for that purpose.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statemen

Re: OT - Best answer ever!! RE License Question...

[Jason Miller]

Even better!  You're not going to throw out such a suggestion and skip out
on us again this year? (I know not always our decision)

On Thu, Jan 27, 2011 at 10:40 AM, strauss  wrote:

> **
>
> Sticking with the genre of hopelessly over-processed food items set by
> Twinkies:  fish sticks (partially thawed).
>
>
>
> 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:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Thursday, January 27, 2011 12:36 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT - Best answer ever!! RE License Question...
>
>
>
> ** Maybe sardines for WWRUG11 instead of Twinkies?  :)
>
> On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
> **
>
> Dear Listers...
>
>
>
> This has to be the best answer to a question ever!!  What if I wanted to
> catch salmon???  Farmed or wild?:)
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Easter, David
> *Sent:* Thursday, January 27, 2011 10:22 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>  EDIT
>
> *Trying to make this into a dumb metaphor, think about a fishing license.
> A fishing license enables you to go fishing.  However, while the fishing
> license enables you to fish, there may be additional rules in place that
> limit you to catch a certain number of fish, only fish in certain places or
> disallow the catching of certain kinds of fish.  Even though your fishing
> license says you can go fishing, that license is further modified by other
> “contracts” (in this case, laws or regulations).   So just because I have a
> fishing license that lets me catch an unlimited amount of sardines, that
> same license may not enable me to catch an unlimited amount of tuna.  To
> catch additional tuna, I may have to get a business license that allows me
> to catch more than what I could normally catch with a standard fishing
> license.*
>
>
>
>  EDIT
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> 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.
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: OT - Best answer ever!! RE License Question...

[Doug Blair]

**
Technically speaking, at floor-to-cieling distance, it's fairly difficult to tell the difference between the Twinkie which is still stuck in a certain San Jose chandelier and a fish stick! Let us be forever thankful for the Twinkie's indestructible plastic wrapper.On Jan 27, 2011, at 12:40 PM, strauss wrote:**
Sticking with the genre of hopelessly over-processed food items set by Twinkies:  fish sticks (partially thawed). Christopher Strauss, Ph.D.Call Tracking Administration ManagerUniversity of North Texas Computing & IT Centerhttp://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason MillerSent: Thursday, January 27, 2011 12:36 PMTo: arslist@ARSLIST.ORGSubject: Re: OT - Best answer ever!! RE License Question... ** Maybe sardines for WWRUG11 instead of Twinkies?  :)On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire  wrote:** Dear Listers... This has to be the best answer to a question ever!!  What if I wanted to catch salmon???  Farmed or wild?    :) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, DavidSent: Thursday, January 27, 2011 10:22 AMTo: arslist@ARSLIST.ORGSubject: Re: License Question... EDIT  Trying to make this into a dumb metaphor, think about a fishing license.  A fishing license enables you to go fishing.  However, while the fishing license enables you to fish, there may be additional rules in place that limit you to catch a certain number of fish, only fish in certain places or disallow the catching of certain kinds of fish.  Even though your fishing license says you can go fishing, that license is further modified by other “contracts” (in this case, laws or regulations).   So just because I have a fishing license that lets me catch an unlimited amount of sardines, that same license may not enable me to catch an unlimited amount of tuna.  To catch additional tuna, I may have to get a business license that allows me to catch more than what I could normally catch with a standard fishing license.  EDIT  -David J. EasterManager of Product Management, Remedy PlatformBMC 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._attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

Doug--Doug Blaird...@blairing.com+1 224-558-5462200 North Arlington Heights RoadArlington Heights, Illinois 60004

_attend WWRUG11 www.wwrug.com  ARSlist: "Where the Answers Are"_

Re: OT - Best answer ever!! RE License Question...

[strauss]

Sticking with the genre of hopelessly over-processed food items set by 
Twinkies:  fish sticks (partially thawed).

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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, January 27, 2011 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Best answer ever!! RE License Question...

** Maybe sardines for WWRUG11 instead of Twinkies?  :)
On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
Dear Listers...

This has to be the best answer to a question ever!!  What if I wanted to catch 
salmon???  Farmed or wild?:)


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, 
David
Sent: Thursday, January 27, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...
 EDIT
Trying to make this into a dumb metaphor, think about a fishing license.  A 
fishing license enables you to go fishing.  However, while the fishing license 
enables you to fish, there may be additional rules in place that limit you to 
catch a certain number of fish, only fish in certain places or disallow the 
catching of certain kinds of fish.  Even though your fishing license says you 
can go fishing, that license is further modified by other "contracts" (in this 
case, laws or regulations).   So just because I have a fishing license that 
lets me catch an unlimited amount of sardines, that same license may not enable 
me to catch an unlimited amount of tuna.  To catch additional tuna, I may have 
to get a business license that allows me to catch more than what I could 
normally catch with a standard fishing license.

 EDIT

-David J. Easter
Manager of Product Management, Remedy Platform
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.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers 
Are"_

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: License Question...

[Roberts, Chas]

Hi David,

Thank you.

So in the case of custom in-house developed ARS applications licenses are 
required to be purchased for those who need update access to tickets they did 
not submit, in effect limiting the licenses required to only those individuals, 
rather than some percentage of the total population of submitters, correct?

Or put another way, there is no requirement to purchase a large number of 
unnecessary licenses for those who do not update tickets they did not submit?


Chas


Subject: Re: License Question...

From the Configuration Guide:

The Submitter Mode options are

Locked—Enables users who have their name in the Submitter field to modify 
requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.

Changeable—Requires users to have a write license to change any record, 
including requests for which they are the submitter.

So ignoring business licensed rights for the moment, a user with a read license 
and submitter mode set to “Locked” would be technically able to submit data to 
the system and modify their own submissions since their name is in the 
“Submitter” field.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 09:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Notwithstanding any requirements for licensing that may apply for using canned 
applications, is my understanding of “Submitter Mode Locked” sound?

I am only referring to user developed ARS apps.


Chas


Subject: Re: License Question...

You are purchasing the business license rights to use the Self-Service 
applications (SRM and RKM) in a defined manner – namely to allow end-users to 
submit service requests, view their service requests and to view knowledge 
articles provided for self-service.  Regardless of any other business rights 
obtained through other licenses purchased, you have to purchase Self-Service 
user capacity to use SRM and RKM for self-service.

When you purchased AR System, you obtained unlimited rights to use the “free” 
read licenses within applications that have no other restrictions around their 
use.  For Self-Service, there is an additional business license right that is 
needed to use the applications for a specific purpose.  Regardless of the 
technology that enables their use, you have to have the business license rights 
to use the application as defined in your purchase contract.The 
Self-Service business license is needed in addition to any other licenses.

Trying to make this into a dumb metaphor, think about a fishing license.  A 
fishing license enables you to go fishing.  However, while the fishing license 
enables you to fish, there may be additional rules in place that limit you to 
catch a certain number of fish, only fish in certain places or disallow the 
catching of certain kinds of fish.  Even though your fishing license says you 
can go fishing, that license is further modified by other “contracts” (in this 
case, laws or regulations).   So just because I have a fishing license that 
lets me catch an unlimited amount of sardines, that same license may not enable 
me to catch an unlimited amount of tuna.  To catch additional tuna, I may have 
to get a business license that allows me to catch more than what I could 
normally catch with a standard fishing license.

So if you use the SRM or RKM applications for self-service as an end user – 
regardless of other licenses or enabled technology – you need to have the 
business rights to use the application for that purpose.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 07:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Thanks, David.

Now I am confused.

Isn’t the purpose of the “Submitter Mode Locked” to enable “Requesters” to 
interact (including providing supplemental information) with tickets they have 
“Submitted”, without the cost of a licens

Re: OT - Best answer ever!! RE License Question...

[Jason Miller]

Maybe sardines for WWRUG11 instead of Twinkies?  :)

On Thu, Jan 27, 2011 at 9:11 AM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> **
> Dear Listers...
>
> This has to be the best answer to a question ever!!  What if I wanted to
> catch salmon???  Farmed or wild?:)
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Easter, David
> *Sent:* Thursday, January 27, 2011 10:22 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>   EDIT
>
> *Trying to make this into a dumb metaphor, think about a fishing license.
> A fishing license enables you to go fishing.  However, while the fishing
> license enables you to fish, there may be additional rules in place that
> limit you to catch a certain number of fish, only fish in certain places or
> disallow the catching of certain kinds of fish.  Even though your fishing
> license says you can go fishing, that license is further modified by other
> “contracts” (in this case, laws or regulations).   So just because I have a
> fishing license that lets me catch an unlimited amount of sardines, that
> same license may not enable me to catch an unlimited amount of tuna.  To
> catch additional tuna, I may have to get a business license that allows me
> to catch more than what I could normally catch with a standard fishing
> license.*
>
>
>
>  EDIT
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> 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.
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: License Question...

[Jason Miller]

Nice metaphor!  I am going to keep that one in my back pocket.

Jason

On Thu, Jan 27, 2011 at 8:21 AM, Easter, David  wrote:

> You are purchasing the business license rights to use the Self-Service *
> applications* (SRM and RKM) in a defined manner - namely to allow
> end-users to submit service requests, view their service requests and to
> view knowledge articles provided for self-service.  Regardless of any other
> business rights obtained through other licenses purchased, you have to
> purchase Self-Service user capacity to use SRM and RKM for self-service.
>
>
>
> When you purchased AR System, you obtained unlimited rights to use the
> "free" read licenses within applications that have no other restrictions
> around their use.  For Self-Service, there is an additional business license
> right that is needed to use the applications for a specific purpose.
> Regardless of the technology that enables their use, you have to have the
> business license rights to use the application as defined in your purchase
> contract.The Self-Service business license is needed in addition to any
> other licenses.
>
>
>
> Trying to make this into a dumb metaphor, think about a fishing license.  A
> fishing license enables you to go fishing.  However, while the fishing
> license enables you to fish, there may be additional rules in place that
> limit you to catch a certain number of fish, only fish in certain places or
> disallow the catching of certain kinds of fish.  Even though your fishing
> license says you can go fishing, that license is further modified by other
> "contracts" (in this case, laws or regulations).   So just because I have a
> fishing license that lets me catch an unlimited amount of sardines, that
> same license may not enable me to catch an unlimited amount of tuna.  To
> catch additional tuna, I may have to get a business license that allows me
> to catch more than what I could normally catch with a standard fishing
> license.
>
>
>
> So if you use the SRM or RKM applications for self-service as an end user -
> regardless of other licenses or enabled technology - you need to have the
> business rights to use the application for that purpose.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> 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:
> arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas
> *Sent:* Thursday, January 27, 2011 07:54 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Thanks, David.
>
>
>
> Now I am confused.
>
>
>
> Isn't the purpose of the "Submitter Mode Locked" to enable "Requesters" to
> interact (including providing supplemental information) with tickets they
> have "Submitted", without the cost of a license?  Not tickets that others
> have "Submitted", but only where they were the "Submitter".
>
>
>
> In the case of a user created ARS application, the requirement for
> purchasing licenses is limited to folks who need to update tickets
> "Submitted" by others?
>
>
>
> And at the same time, cannot users who have no license other than the free
> read license, browse the tickets contained within a user created ARS
> application, freely viewing a ticket regardless of who "Submitted" it?
>
>
>
>
>
> Chas
>
>
>
>
> *Subject:* Re: License Question...
>
>
>
> Let me lead off by again reiterating that a license is not necessarily
> programmatic - i.e. a license does not mean that something is entered into
> AR System.  It means you are legally enabled to utilize the product under
> the terms of your purchase contract.
>
>
>
> So to answer the question, yes - you have to purchase the licensed rights
> for requesters to use the SRM product.   However, there is nothing to
> programmatically enter into AR System to enable the users to exercise the
> licensed right to use the product as defined in the purchase contract.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> 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:
> arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas
> *Sent:* Thursday, January 27, 2011 06:53 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Thanks, David.
>
>
>
> So to be perfectly clear...
>
>
>
> Would these "requesters" need licenses (other than the

Re: License Question...

[Easter, David]

From the Configuration Guide:

The Submitter Mode options are

Locked—Enables users who have their name in the Submitter field to modify 
requests without a write license. This does not apply to users with a 
Restricted Read license who cannot modify requests under any circumstances. In 
the locked submitter mode, after the entry is submitted, the value in the 
Submitter field cannot be changed.

Changeable—Requires users to have a write license to change any record, 
including requests for which they are the submitter.

So ignoring business licensed rights for the moment, a user with a read license 
and submitter mode set to “Locked” would be technically able to submit data to 
the system and modify their own submissions since their name is in the 
“Submitter” field.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 09:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Notwithstanding any requirements for licensing that may apply for using canned 
applications, is my understanding of “Submitter Mode Locked” sound?

I am only referring to user developed ARS apps.


Chas


Subject: Re: License Question...

You are purchasing the business license rights to use the Self-Service 
applications (SRM and RKM) in a defined manner – namely to allow end-users to 
submit service requests, view their service requests and to view knowledge 
articles provided for self-service.  Regardless of any other business rights 
obtained through other licenses purchased, you have to purchase Self-Service 
user capacity to use SRM and RKM for self-service.

When you purchased AR System, you obtained unlimited rights to use the “free” 
read licenses within applications that have no other restrictions around their 
use.  For Self-Service, there is an additional business license right that is 
needed to use the applications for a specific purpose.  Regardless of the 
technology that enables their use, you have to have the business license rights 
to use the application as defined in your purchase contract.The 
Self-Service business license is needed in addition to any other licenses.

Trying to make this into a dumb metaphor, think about a fishing license.  A 
fishing license enables you to go fishing.  However, while the fishing license 
enables you to fish, there may be additional rules in place that limit you to 
catch a certain number of fish, only fish in certain places or disallow the 
catching of certain kinds of fish.  Even though your fishing license says you 
can go fishing, that license is further modified by other “contracts” (in this 
case, laws or regulations).   So just because I have a fishing license that 
lets me catch an unlimited amount of sardines, that same license may not enable 
me to catch an unlimited amount of tuna.  To catch additional tuna, I may have 
to get a business license that allows me to catch more than what I could 
normally catch with a standard fishing license.

So if you use the SRM or RKM applications for self-service as an end user – 
regardless of other licenses or enabled technology – you need to have the 
business rights to use the application for that purpose.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 07:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Thanks, David.

Now I am confused.

Isn’t the purpose of the “Submitter Mode Locked” to enable “Requesters” to 
interact (including providing supplemental information) with tickets they have 
“Submitted”, without the cost of a license?  Not tickets that others have 
“Submitted”, but only where they were the “Submitter”.

In the case of a user created ARS application, the requirement for purchasing 
licenses is limited to folks who need to update tickets “Submitted” by others?

And at the same time, cannot users who have no license other than the free read 
license, browse the tickets contained within a user created ARS application, 
freely viewing a ticket regardless of who “Submitted” it?


Chas

Re: License Question...

[Thad Esser]

David,

First off, I want to thank you for taking the time to help the community
understand these issues.  I'm sure the topic isn't as complicated as we make
it out to be, so having you shed light on things is appreciated.

I understand that having a Self Service (fishing) license grants the general
right to fish (and therefore no licensing specifically for that needs to be
done on the server).  But to take your metaphor one step further; with the
hope of clearing up a question I have, does the fishing license allow me to
fish "On Behalf Of" someone else, or is that where the "Fishing Management
Specialist" licenses come into play (which would require configuring on the
server)?

Thanks again,
Thad

On Thu, Jan 27, 2011 at 8:21 AM, Easter, David  wrote:

> You are purchasing the business license rights to use the Self-Service *
> applications* (SRM and RKM) in a defined manner - namely to allow
> end-users to submit service requests, view their service requests and to
> view knowledge articles provided for self-service.  Regardless of any other
> business rights obtained through other licenses purchased, you have to
> purchase Self-Service user capacity to use SRM and RKM for self-service.
>
>
>
> When you purchased AR System, you obtained unlimited rights to use the
> "free" read licenses within applications that have no other restrictions
> around their use.  For Self-Service, there is an additional business license
> right that is needed to use the applications for a specific purpose.
> Regardless of the technology that enables their use, you have to have the
> business license rights to use the application as defined in your purchase
> contract.The Self-Service business license is needed in addition to any
> other licenses.
>
>
>
> Trying to make this into a dumb metaphor, think about a fishing license.  A
> fishing license enables you to go fishing.  However, while the fishing
> license enables you to fish, there may be additional rules in place that
> limit you to catch a certain number of fish, only fish in certain places or
> disallow the catching of certain kinds of fish.  Even though your fishing
> license says you can go fishing, that license is further modified by other
> "contracts" (in this case, laws or regulations).   So just because I have a
> fishing license that lets me catch an unlimited amount of sardines, that
> same license may not enable me to catch an unlimited amount of tuna.  To
> catch additional tuna, I may have to get a business license that allows me
> to catch more than what I could normally catch with a standard fishing
> license.
>
>
>
> So if you use the SRM or RKM applications for self-service as an end user -
> regardless of other licenses or enabled technology - you need to have the
> business rights to use the application for that purpose.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> 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:
> arslist@ARSLIST.ORG] *On Behalf Of *Roberts, Chas
> *Sent:* Thursday, January 27, 2011 07:54 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: License Question...
>
>
>
> Thanks, David.
>
>
>
> Now I am confused.
>
>
>
> Isn't the purpose of the "Submitter Mode Locked" to enable "Requesters" to
> interact (including providing supplemental information) with tickets they
> have "Submitted", without the cost of a license?  Not tickets that others
> have "Submitted", but only where they were the "Submitter".
>
>
>
> In the case of a user created ARS application, the requirement for
> purchasing licenses is limited to folks who need to update tickets
> "Submitted" by others?
>
>
>
> And at the same time, cannot users who have no license other than the free
> read license, browse the tickets contained within a user created ARS
> application, freely viewing a ticket regardless of who "Submitted" it?
>
>
>
>
>
> Chas
>
>
>
>
> *Subject:* Re: License Question...
>
>
>
> Let me lead off by again reiterating that a license is not necessarily
> programmatic - i.e. a license does not mean that something is entered into
> AR System.  It means you are legally enabled to utilize the product under
> the terms of your purchase contract.
>
>
>
> So to answer the question, yes - you have to purchase the licensed rights
> for requesters to use the SRM product.   However, there is nothing to
> programmatically enter into AR System to enable the users to exercise the
> licensed right to use the product as defined in the purchase contract.
>
>
>
> -David J. Easter
>
> Manager of Product Management, Remedy Platform
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, a

Re: Resolved: ARS Email Engine 7.6

[strauss]

...so you cannot upgrade a system that uses ARTasks (that's just about any ITSM 
system prior to 7.6.03) to 7.6.03 without having it choke on them, probably 
because some idiot java programmer (the only kind BMC employs now, I am 
convinced) jumped the gun on when that capability could be deprecated (when the 
User Tool finally ceases to exist, ARTasks will be obsolete).  Typical.

This explains some of the odd notification irregularities that we were seeing 
while testing systems that were upgraded from 7.0 to 7.6.03; the email engine 
has so many problems that we hadn't tackled that one yet.

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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Thursday, January 27, 2011 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Resolved: ARS Email Engine 7.6

**
I fixed the problem with the new email engine.
If there is an ARTask connected to the email it will not be sent by the AR 
Email Engine 7.6.03. Even with the patched emaildaemon.jar file.
When I closed my BMC Support ticket they said they would pass the info on to 
engineering.


---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, January 25, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: ARS Email Engine 7.6

**
Hello Listers,

Has anyone been able to get the Email Engine 7.6 running properly on a windows 
server using SMTP?
I had an upgrade problem this past weekend and am working through the problems.
The server and midtier are finally working but the email engine is hit or miss.

Email is set by a notification to a group, or an individual and or a user with 
multiple addresses delimited with commas.
Some email goes out some doesn't. I have not found a pattern yet.

Plus my html templates are not working in this version.
BMC sent me a new emaildaemon.jar file to replace the one included in the 
installation.
That doesn't seem to have the proper fix in it either.

So can I install an older version (7.5 or 7.1) of the email engine for use with 
the ARS 7.6.03?

TIA,

---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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OT - Best answer ever!! RE License Question...

[Sanford, Claire]

Dear Listers...
 
This has to be the best answer to a question ever!!  What if I wanted to
catch salmon???  Farmed or wild?:)



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Thursday, January 27, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...



 EDIT  

Trying to make this into a dumb metaphor, think about a fishing license.
A fishing license enables you to go fishing.  However, while the fishing
license enables you to fish, there may be additional rules in place that
limit you to catch a certain number of fish, only fish in certain places
or disallow the catching of certain kinds of fish.  Even though your
fishing license says you can go fishing, that license is further
modified by other "contracts" (in this case, laws or regulations).   So
just because I have a fishing license that lets me catch an unlimited
amount of sardines, that same license may not enable me to catch an
unlimited amount of tuna.  To catch additional tuna, I may have to get a
business license that allows me to catch more than what I could normally
catch with a standard fishing license.

 

 EDIT

  

-David J. Easter

Manager of Product Management, Remedy Platform

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.


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Re: Selecting entries on a List View table using a touch device

[John Sundberg]

(Adv: Kinetic Request)

Larry,

Responding to: Just wondering if there is a better way.


If interacting with Remedy via iPad is important -- please contact me off-list.

Kinetic Request is designed to do exactly what you are asking for. 

Side note:
Mobile access typically needs specific actions/functions - so creating a 
specific form for that usage is a "best practice".
(this is the fundamental driver of Kinetic Request -- create forms that are 
actually usable by the user for the situation (and have it be the preferred 
usage) -- and the system will flourish.)
Ease of use is EVERYTHING in the field.



-John



On Jan 27, 2011, at 7:33 AM, L G Robinson wrote:

Hi Ian,

Thanks for the suggestion. That would probably work. However, another lister 
has pointed out (and I have confirmed) that we have bigger problems on touch 
devices... drop-down character menus don't work either. The menu will drop down 
but you can't select a menu item by tapping it. The only workaround I have 
found for this is to press on the menu item until the "Copy" contextual menu 
appears and copy the menu item. Then you can paste it into the field. I expect 
my users would not find this to be acceptable.

Looks like the iPad really isn't compatible with Mid-tier.

Hope this is helpful.
Larry

On Jan 27, 2011, at 2:22 AM, Ian Trimnell wrote:

> **
> On 26/01/2011 19:04, L G Robinson wrote:
>> Hi Folks,
>> 
>> Has anyone figured out how to setup a List View table field so that it can 
>> be used with a touch enable device such as an iPad? I have such a table on 
>> one of my forms. When the form is loaded into Mobile Safari on the iPad, I 
>> am unable to select a specific row of the table by tapping it or any other 
>> gesture that I can think of.
>> 
>> I have added "Prev" and "Next" buttons onto the table field so I have a 
>> workaround. Just wondering if there is a better way. Maybe some clever CSS 
>> that is tailored for the iPad or similar devices?
>> 
>> ARS: 7.6.3
>> Solaris 10
>> Oracle: 11.2.0.1.0 - 64bit
>> 
>> Thanks.
>> Larry
>> 
> Hi Larry,
> 
> As you are on ARS 7.6.3 you can probably do what I have done upon noticing 
> the way that iOS devices can't handle these tables.  I have added a column, 
> with a button labelled 'Open', to the table.  Work-flow causes the drill-down 
> to occur when the button is clicked (or tapped on an iOS device).
> 
> Hope this helps,
> 
> Ian
> Ian Trimnell, Systems Programmer, Client Systems
> Distributed Systems, Information Technology
> Open University, MILTON KEYNES, UK
> Phone: 01908 653741   web: http://www.open.ac.uk/
> The Open University is incorporated by Royal Charter (RC 000391), an exempt 
> charity in England & Wales and a charity registered in Scotland (SC 038302).
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com

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ARS Client 7.5 p7 silent install

[Tom Hamill]

Hello,



We are unable to perform a –R (record) using the setup.exe

When we do so and run through the wizard and start the install process it
freezes and stops at the second bar (on the progress bar) We have attempted
this multiple times and performing a record to produce our own options file
does not work.

Using the record method we get no error message at all it just freezes
during the install.



We have also tried to use the already existing options file, renaming it to
options.txt and using the

setup.exe -i silent -DOPTIONS_FILE=\Options.txt command does not
work.



During the install we are getting a Java error message “Fatal Application
Error”

“Invocation of this JAVA Application has caused an
invocationTargetException. This application will now exit. (LAX)

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Re: Need advice: Change how SLM's are getting detached

[Weigand, John]

Terje,

The behavior you describe is correct.  Once a Service Target has completed 
processing it will not be removed from the ticket.  The reason is this: the 
service level goal that was being tracked has either been Met or Missed and 
that metric should remain attached to the ticket.  In your example, the ticket 
was Critical and the service level commitment was in place at that time.  If 
the SVT is not Met then the ticket should accurately reflect that this is the 
case.  Even if it was truly a "High" ticket, then it should have been acted 
upon (and changed to "High") within the Critical timeframe.

E.g.: Say you have a 2 hour goal for Critical and 4 hour goal for High tickets. 
 If you get a Critical ticket and it takes 2 1/2 hours for someone to look at 
it, then you have failed to address that ticket in time.  If, however, you look 
at the ticket in 1 1/2 hours and determine it is a "High" ticket and change it 
accordingly, then the Critical SVT will detach and you will have bought 
yourself 2 more hours to address the ticket.

So, you cannot detach Met or Missed SVTs, only ones that have not hit their 
goal time.

Thanks,
John

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Thursday, January 27, 2011 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Need advice: Change how SLM's are getting detached

I got a request to change how SLM's are detached - I am struggling to find the 
right solution. 

Problem:

The incident got a set of SLM's attached. The support engineer changes some of 
the conditions for the SLM - therefore an new set of SLM will attach. Let's say 
the support engineer updated urgency from Critical to High. The critical 
service targets is already attached to the incident. After the change of 
urgency you got two sets of service targets attached.

Old service target will be updated to detached but only of the old service 
target is not met or missed. Here comes the problem. We want all service 
targets to be detached not only those how have not met their due date.

This sounds like a simple change. Of some reason I am unable to find the right 
solution. I have done some logging and looked into the workflow - but I can not 
find the right place to make the change.

Any suggestions?

ARS 75p7, ITSM 75p1

Thanks,
Terje


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Re: Selecting entries on a List View table using a touch device

[Grooms, Frederick W]

BMC lists Safari 3.2.3 on Macintosh OS X 10.5 in the browser compatibility 
matrix for 7.6.03.  Is there some sort of list of differences between Mobile 
Safari and Safari 3.2.3?

Also the matrix lists "Adobe Flash Player 10.1.82.72 or higher is required" 
(which of course the iPad does not have).  I think that is only used for 
Flashboards (but that could also be part of the problem).

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson
Sent: Thursday, January 27, 2011 6:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Selecting entries on a List View table using a touch device

Hi Ian,

Thanks for the suggestion. That would probably work. However, another lister 
has pointed out (and I have confirmed) that we have bigger problems on touch 
devices... drop-down character menus don't work either. The menu will drop down 
but you can't select a menu item by tapping it. The only workaround I have 
found for this is to press on the menu item until the "Copy" contextual menu 
appears and copy the menu item. Then you can paste it into the field. I expect 
my users would not find this to be acceptable.


Looks like the iPad really isn't compatible with Mid-tier.

Hope this is helpful.
Larry

On Jan 27, 2011, at 2:22 AM, Ian Trimnell wrote:

> **
> On 26/01/2011 19:04, L G Robinson wrote:
>> Hi Folks,
>> 
>> Has anyone figured out how to setup a List View table field so that it can 
>> be used with a touch enable device such as an iPad? I have such a table on 
>> one of my forms. When the form is loaded into Mobile Safari on the iPad, I 
>> am unable to select a specific row of the table by tapping it or any other 
>> gesture that I can think of.
>> 
>> I have added "Prev" and "Next" buttons onto the table field so I have a 
>> workaround. Just wondering if there is a better way. Maybe some clever CSS 
>> that is tailored for the iPad or similar devices?
>> 
>> ARS: 7.6.3
>> Solaris 10
>> Oracle: 11.2.0.1.0 - 64bit
>> 
>> Thanks.
>> Larry
>> 
> Hi Larry,
> 
> As you are on ARS 7.6.3 you can probably do what I have done upon noticing 
> the way that iOS devices can't handle these tables.  I have added a column, 
> with a button labelled 'Open', to the table.  Work-flow causes the drill-down 
> to occur when the button is clicked (or tapped on an iOS device).
> 
> Hope this helps,
> 
> Ian
> Ian Trimnell, Systems Programmer, Client Systems
> Distributed Systems, Information Technology
> Open University, MILTON KEYNES, UK
> Phone: 01908 653741   web: http://www.open.ac.uk/
> The Open University is incorporated by Royal Charter (RC 000391), an exempt 
> charity in England & Wales and a charity registered in Scotland (SC 038302).

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Re: Need advice: Change how SLM's are getting detached

[Roger Justice]

You will need to use the new criteria to complete the already attached Service 
Target. There is no way to detach a service target after it has been created.





-Original Message-
From: Terje Moglestue 
To: arslist 
Sent: Thu, Jan 27, 2011 9:30 am
Subject: Need advice: Change how SLM's are getting detached


I got a request to change how SLM's are detached - I am struggling to find the 
ight solution. 
Problem:
The incident got a set of SLM's attached. The support engineer changes some of 
he conditions for the SLM - therefore an new set of SLM will attach. Let's say 
he support engineer updated urgency from Critical to High. The critical service 
argets is already attached to the incident. After the change of urgency you got 
wo sets of service targets attached.
Old service target will be updated to detached but only of the old service 
arget is not met or missed. Here comes the problem. We want all service targets 
o be detached not only those how have not met their due date.
This sounds like a simple change. Of some reason I am unable to find the right 
olution. I have done some logging and looked into the workflow - but I can not 
ind the right place to make the change.
Any suggestions?
ARS 75p7, ITSM 75p1
Thanks,
erje

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Resolved: ARS Email Engine 7.6

[Reiser, John J]

I fixed the problem with the new email engine.
If there is an ARTask connected to the email it will not be sent by the AR 
Email Engine 7.6.03. Even with the patched emaildaemon.jar file.
When I closed my BMC Support ticket they said they would pass the info on to 
engineering.


---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Tuesday, January 25, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: ARS Email Engine 7.6

**
Hello Listers,

Has anyone been able to get the Email Engine 7.6 running properly on a windows 
server using SMTP?
I had an upgrade problem this past weekend and am working through the problems.
The server and midtier are finally working but the email engine is hit or miss.

Email is set by a notification to a group, or an individual and or a user with 
multiple addresses delimited with commas.
Some email goes out some doesn't. I have not found a pattern yet.

Plus my html templates are not working in this version.
BMC sent me a new emaildaemon.jar file to replace the one included in the 
installation.
That doesn't seem to have the proper fix in it either.

So can I install an older version (7.5 or 7.1) of the email engine for use with 
the ARS 7.6.03?

TIA,

---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: License Question...

[Roberts, Chas]

Thanks, David.

Now I am confused.

Isn’t the purpose of the “Submitter Mode Locked” to enable “Requesters” to 
interact (including providing supplemental information) with tickets they have 
“Submitted”, without the cost of a license?  Not tickets that others have 
“Submitted”, but only where they were the “Submitter”.

In the case of a user created ARS application, the requirement for purchasing 
licenses is limited to folks who need to update tickets “Submitted” by others?

And at the same time, cannot users who have no license other than the free read 
license, browse the tickets contained within a user created ARS application, 
freely viewing a ticket regardless of who “Submitted” it?


Chas


Subject: Re: License Question...

Let me lead off by again reiterating that a license is not necessarily 
programmatic – i.e. a license does not mean that something is entered into AR 
System.  It means you are legally enabled to utilize the product under the 
terms of your purchase contract.

So to answer the question, yes – you have to purchase the licensed rights for 
requesters to use the SRM product.   However, there is nothing to 
programmatically enter into AR System to enable the users to exercise the 
licensed right to use the product as defined in the purchase contract.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 06:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Thanks, David.

So to be perfectly clear…

Would these “requesters” need licenses (other than the free “read” license) if 
they only submit their own requests, check status on their requests, look at 
existing tickets, and update tickets they have submitted, assuming “Submitter 
Mode Lock” is enabled?

Chas


Subject: Re: License Question...


Ø  You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

No.  In fact, they cannot work on tickets others have submitted because they’re 
not the “workers” – they are the requesters.  They only need to submit their 
own requests, check status on their requests and view any self-service 
knowledge information provided.

The “y” group (in your example) that would work on the tickets would have a 
Service Management Specialist user license - which is a license bundle that 
includes a write license for SRM technicians, analysts and administrators 
enabling them to modify data not owned by them.Or, if they work on the 
Service Desk rather than within Service Request Management, they’d have 
Incident/Problem Management user write licenses.  And so on…

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Wednesday, January 26, 2011 04:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

David,

You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

My impression was that if you have “x” number of employees that use the system 
-- but only “y” work on tickets sent by others, you’d require “y” fixed 
licenses or maybe “y/20” floating licenses…

Assuming “submitter mode locked” was in use and thus submitters could interact 
with their own tickets, but only read others’s tickets… While the “y” group 
could do the ticket management (such as a help desk… working on problems 
submitted by areas outside their area)

True?


Thanks,
Chas



Subject: Re: License Question...

The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 
14,000 employees that could potentially access the system, you’d need 140 
floating licenses.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 

Re: License Question...

[Easter, David]

Let me lead off by again reiterating that a license is not necessarily 
programmatic – i.e. a license does not mean that something is entered into AR 
System.  It means you are legally enabled to utilize the product under the 
terms of your purchase contract.

So to answer the question, yes – you have to purchase the licensed rights for 
requesters to use the SRM product.   However, there is nothing to 
programmatically enter into AR System to enable the users to exercise the 
licensed right to use the product as defined in the purchase contract.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Thursday, January 27, 2011 06:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

Thanks, David.

So to be perfectly clear…

Would these “requesters” need licenses (other than the free “read” license) if 
they only submit their own requests, check status on their requests, look at 
existing tickets, and update tickets they have submitted, assuming “Submitter 
Mode Lock” is enabled?

Chas


Subject: Re: License Question...


Ø  You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

No.  In fact, they cannot work on tickets others have submitted because they’re 
not the “workers” – they are the requesters.  They only need to submit their 
own requests, check status on their requests and view any self-service 
knowledge information provided.

The “y” group (in your example) that would work on the tickets would have a 
Service Management Specialist user license - which is a license bundle that 
includes a write license for SRM technicians, analysts and administrators 
enabling them to modify data not owned by them.Or, if they work on the 
Service Desk rather than within Service Request Management, they’d have 
Incident/Problem Management user write licenses.  And so on…

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Wednesday, January 26, 2011 04:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

David,

You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

My impression was that if you have “x” number of employees that use the system 
-- but only “y” work on tickets sent by others, you’d require “y” fixed 
licenses or maybe “y/20” floating licenses…

Assuming “submitter mode locked” was in use and thus submitters could interact 
with their own tickets, but only read others’s tickets… While the “y” group 
could do the ticket management (such as a help desk… working on problems 
submitted by areas outside their area)

True?


Thanks,
Chas



Subject: Re: License Question...

The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 
14,000 employees that could potentially access the system, you’d need 140 
floating licenses.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, January 26, 2011 01:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

** David,

The statement "it represents the total number of users that your organization 
expects to access...", that does not hold true for floating Self-Service 
correct?

Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn" 
and have 14,000 potential users who would access SRM (our total expected user 
count).  Since it is a floating license this should cover the 14k people who 
may need to request something from our IT dept or search the KB?  Assuming no 
more than 20 people at a time are trying to use Self-Service functionality, 
correct?

Jason
On Wed, Jan 26, 2011 at 8:50 AM, Easter, David 
mailto:david_eas

Re: Strange ARS Timeout Problem

[LJ LongWing]

Ok..I just completely re-read the original post...all indications save one
are that during that 5 minute interval the application server lost
connectivity with the DB server.  The only exception to that appears to be
the escalation thread which continued processing during that 5 minute
window...so, what I would do would be to setup a cron to run every 30
seconds or every minute, something along those lines that issues a tracert
between your remedy server and your db server.  My primary thought is that
you are losing network connectivity..even though the escalation server is
still working.it's at least something you can try and report back.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L
Sent: Wednesday, January 26, 2011 7:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Strange ARS Timeout Problem

 

** 

Yes, I did initial log analysis. As I said in the original posting, there
was 5-minutes gap in the api log, while no gap/waiting/error/long operation
was showing in the sql log and escalation log. All the sql queries were for
user AR_ESCALATOR in the sql log.

 

 

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Wednesday, January 26, 2011 8:18 AM
Subject: Re: Strange ARS Timeout Problem

 

** What do the logs say?  I haven't seen that you've done analysis with the
logs.  Is there a gap in time in the logs (indicating the server was not
doing anything)?  Is there are gap in time in the logs (indicating a long
operation was running?

On Tue, Jan 25, 2011 at 5:49 PM, ZHANG, ERIC L  wrote:

** 

We have sent BMC tech support all the logs including api, filter, sql,
escalation, thread, plug-in, arfork, even pstack output that were taken
during hanging, and so far they haven't been able to identify the cause of
the problem.

 

-Original Message-
From: Axton [mailto:axton.gr...@gmail.com] 
Sent: Monday, January 24, 2011 5:45 PM
Subject: Re: Strange ARS Timeout Problem

 

** Try to get the api, filter, and sql logs leading up to the point where it
started hanging.  Those are your best indicator.  Also check the arerror.log
for crashes.

 

There are things that can cause behavior like this that the logs will
indicate.  For example, try creating a computed group during production
operations, or importing a deployable application.

On Thu, Jan 20, 2011 at 3:10 PM, ZHANG, ERIC L  wrote:

** 

Hi Listers.

 

We are experiencing intermittent timeouts with the ARS. Without me doing
anything, the AR system becomes normal again after about 5 minutes. All
users are getting timeout (or hourglass) but no process is being restarted
in armonitor.log. 

 

This is the message showing in arerror.log:

 

Tue Jan 18 12:09:24 2011  Dispatch : Timeout during data retrieval due to
busy server -- retry the operation (server_name)  ARERR - 93

Tue Jan 18 12:10:04 2011  Approve : Timeout during database query --
consider using more specific search criteria to narrow the results, and
retry the operation (ARERR 94)

 

In the API log, it shows a 5-minute gap:

 

   
  /* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK

   
  /* Tue Jan 18 2011 12:11:16.0001 */+GLEWF  ARGetListEntryWithFields --
schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address

 

Our DBA was monitoring the database during the time and found few activities
in the database. The activities shown in SQL log during the timeout were all
for user AR_ESCALATOR, which means the escalation was still running during
the time. This can also be verified from the escalation log.

 

When this occurs, the CPU and RAM utilizations are dramatically dropping to
the lowest levels on both the ARS server and the database server. There was
no application change in the last couple of months. The problem started
about two weeks ago. It could occur 3 times a day and sometimes it works
fine for days without it occurring.

 

Our configuration/environment:

 

ARS: 7.1 patch 7

ITSM: 7.0.03 patch 9

SLM: 7.1 patch 2

SRM: 2.2 patch 4

Midtier: 7.6.03

 

ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) -
Dedicated to ARServer, ITSM, SLM, and SRM.

Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used only by
customers to submit service request.

Database: Oracle: 10gR2 (remote)

 

The following are threads settings in ar.conf:

 

Private-RPC-Socket:  390601   2   6

Private-RPC-Socket:  390603   2   2

Private-RPC-Socket:  390620  16  24  (FAST)

Private-RPC-Socket:  390626   8  16

Private-RPC-Socket:  390627   2  12

Private-RPC-Socket:  390635  24  30  (LIST)

Private-RPC-Socket:  390680  24  24

Private-RPC-Socket:  390693   2   4

Private-RPC-Socket:  390698   2   4

 

We have about 300 concurrent Remedy users during the peak hours. ARServer is
running as non-root process. The number of open file descriptors for
arserverd (~700) was well below the ulimit 3072.  The FAST and LIST threads
never reached the maximums.

 

I 

Re: Flashboards: Order by date in Developer Studio

[Alberto Mel.]

Thank you very much

2011/1/24 David Durling 

> Alberto,
>
> Sorry if I'm misunderstanding, but it sounds like you need to find whatever
> FB: form in dev studio you want to sort by date, open it up, and under Form
> > Form Properties specify the sort order (and maybe specify what fields you
> want in the results list so you can see the dates there, too).  I would
> think the entries would be sorted chronologically by default, anyway.
>
> David
>
> On 1/21/2011 5:43 AM, Alberto Mel. wrote:
>
>> **
>>
>> Hi all!,
>> I'm trying to order Flashboards in Developer Studio by date range, but I
>> can't find the columns with this value (in forms, or filters/a.links is
>> it possible) but in Flasboars nothing to do.
>> I'm searching in developer preferences but I can't find something about
>> that.
>> Anybody know how to show (if any) this column?.
>> Thank you very much in advance.
>> Alberto
>> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
>
> --
> David Durling706-542-0223
> Enterprise IT Servicesdurl...@uga.edu
> University of Georgia
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
>

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Re: License Question...

[Roberts, Chas]

Thanks, David.

So to be perfectly clear…

Would these “requesters” need licenses (other than the free “read” license) if 
they only submit their own requests, check status on their requests, look at 
existing tickets, and update tickets they have submitted, assuming “Submitter 
Mode Lock” is enabled?

Chas


Subject: Re: License Question...


Ø  You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

No.  In fact, they cannot work on tickets others have submitted because they’re 
not the “workers” – they are the requesters.  They only need to submit their 
own requests, check status on their requests and view any self-service 
knowledge information provided.

The “y” group (in your example) that would work on the tickets would have a 
Service Management Specialist user license - which is a license bundle that 
includes a write license for SRM technicians, analysts and administrators 
enabling them to modify data not owned by them.Or, if they work on the 
Service Desk rather than within Service Request Management, they’d have 
Incident/Problem Management user write licenses.  And so on…

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Roberts, Chas
Sent: Wednesday, January 26, 2011 04:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

David,

You are saying this because the 14,000 employees in your example may need to 
work on tickets others have submitted?

My impression was that if you have “x” number of employees that use the system 
-- but only “y” work on tickets sent by others, you’d require “y” fixed 
licenses or maybe “y/20” floating licenses…

Assuming “submitter mode locked” was in use and thus submitters could interact 
with their own tickets, but only read others’s tickets… While the “y” group 
could do the ticket management (such as a help desk… working on problems 
submitted by areas outside their area)

True?


Thanks,
Chas



Subject: Re: License Question...

The ratio for the floating Self-Service licenses is 100 to 1 – i.e. if you have 
14,000 employees that could potentially access the system, you’d need 140 
floating licenses.

-David J. Easter
Manager of Product Management, Remedy Platform
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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, January 26, 2011 01:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Question...

** David,

The statement "it represents the total number of users that your organization 
expects to access...", that does not hold true for floating Self-Service 
correct?

Say we have "BMC Remedy Self Service - Floating User Add-On License 20-Pk Lsn" 
and have 14,000 potential users who would access SRM (our total expected user 
count).  Since it is a floating license this should cover the 14k people who 
may need to request something from our IT dept or search the KB?  Assuming no 
more than 20 people at a time are trying to use Self-Service functionality, 
correct?

Jason
On Wed, Jan 26, 2011 at 8:50 AM, Easter, David 
mailto:david_eas...@bmc.com>> wrote:
The BMC Remedy Self-Service license is a business license, not a programmatic 
license.  It’s nothing to do with read or write licenses.  It represents the 
total number of users that your organization expects to access Service Request 
Management to submit or check status on service requests and utilize Remedy 
Knowledge Management based self-service knowledge articles.  Self-Service 
pricing is based on that number of users.

Additional, and programmatic, licenses are required for the “back-end” 
processing of such service requests.  Those additional licenses represent the 
write licenses needed for your SRM Analysts/technicians, Service Desk 
technicians, Change Managers, Asset Managers, etc.

-David J. Easter
Manager of Product Management, Remedy Platform
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 discussio

Need advice: Change how SLM's are getting detached

[Terje Moglestue]

I got a request to change how SLM's are detached - I am struggling to find the 
right solution. 

Problem:

The incident got a set of SLM's attached. The support engineer changes some of 
the conditions for the SLM - therefore an new set of SLM will attach. Let's say 
the support engineer updated urgency from Critical to High. The critical 
service targets is already attached to the incident. After the change of 
urgency you got two sets of service targets attached.

Old service target will be updated to detached but only of the old service 
target is not met or missed. Here comes the problem. We want all service 
targets to be detached not only those how have not met their due date.

This sounds like a simple change. Of some reason I am unable to find the right 
solution. I have done some logging and looked into the workflow - but I can not 
find the right place to make the change.

Any suggestions?

ARS 75p7, ITSM 75p1

Thanks,
Terje


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Re: Selecting entries on a List View table using a touch device

[L G Robinson]

Hi Ian,

Thanks for the suggestion. That would probably work. However, another lister 
has pointed out (and I have confirmed) that we have bigger problems on touch 
devices... drop-down character menus don't work either. The menu will drop down 
but you can't select a menu item by tapping it. The only workaround I have 
found for this is to press on the menu item until the "Copy" contextual menu 
appears and copy the menu item. Then you can paste it into the field. I expect 
my users would not find this to be acceptable.

Looks like the iPad really isn't compatible with Mid-tier.

Hope this is helpful.
Larry

On Jan 27, 2011, at 2:22 AM, Ian Trimnell wrote:

> **
> On 26/01/2011 19:04, L G Robinson wrote:
>> Hi Folks,
>> 
>> Has anyone figured out how to setup a List View table field so that it can 
>> be used with a touch enable device such as an iPad? I have such a table on 
>> one of my forms. When the form is loaded into Mobile Safari on the iPad, I 
>> am unable to select a specific row of the table by tapping it or any other 
>> gesture that I can think of.
>> 
>> I have added "Prev" and "Next" buttons onto the table field so I have a 
>> workaround. Just wondering if there is a better way. Maybe some clever CSS 
>> that is tailored for the iPad or similar devices?
>> 
>> ARS: 7.6.3
>> Solaris 10
>> Oracle: 11.2.0.1.0 - 64bit
>> 
>> Thanks.
>> Larry
>> 
> Hi Larry,
> 
> As you are on ARS 7.6.3 you can probably do what I have done upon noticing 
> the way that iOS devices can't handle these tables.  I have added a column, 
> with a button labelled 'Open', to the table.  Work-flow causes the drill-down 
> to occur when the button is clicked (or tapped on an iOS device).
> 
> Hope this helps,
> 
> Ian
> Ian Trimnell, Systems Programmer, Client Systems
> Distributed Systems, Information Technology
> Open University, MILTON KEYNES, UK
> Phone: 01908 653741   web: http://www.open.ac.uk/
> The Open University is incorporated by Royal Charter (RC 000391), an exempt 
> charity in England & Wales and a charity registered in Scotland (SC 038302).
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Upgrade licensing?

[Misi Mladoniczky]

Hi,

If you have a support contract with BMC, you will not need to buy anything.

If you have been out of support for a period, you will probably be able to
pay to "catch up", and reinstate your support-status with BMC.

As for supported products, you need to get up to 7.1 in order to have a
supported product.

If you do upgrades, your licenses will automatically get upgraded.

It is complicated, as you may need to upgrade a lot of other things such
as your DB and your OS.

For a step as big as this, I would suggest to do a fresh install on new
hardware. Go straight to the desired version 7.5, and import your
definitions.

RRR has some tools to help you, and the ones that immediately comes to
mind are:
- RRR|Chive for synchronizing the data from your old server to your new
server
- RRR|DefHideExpandBox to fix your layouts

This will minimize downtime for your users, and let you fix issues at your
own pace.

In this case, you have to do a license purge with BMC to get licenses for
your new hardware.

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> hi all,
>
> Just a quick question:
>
> if we are upgrading from ARS 5.0.1 to ARS 7.5 but step upgrades at ARS
> 6.3,
> ARS 7.1 and then ARS 7.5 P004 then how is the licensing handdled i mean do
> we have to buy licenses of all the intermediate versions as well?
>
> our requirement is that we need to do all these upgrades in steps one
> weekend one upgrade..
>
> so we will have the AR Server running on intermediate versions for at
> least
> one week so do we have to but licenses for that one week time for
> intermediate licenses.
>
> Also when do we exactly come under BMC support?
>
> Thanks,
> Viki
> --
> View this message in context:
> http://old.nabble.com/Upgrade-licensing--tp30775568p30775568.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Upgrade licensing?

[Viki_kulkarni]

hi all,

Just a quick question:

if we are upgrading from ARS 5.0.1 to ARS 7.5 but step upgrades at ARS 6.3,
ARS 7.1 and then ARS 7.5 P004 then how is the licensing handdled i mean do
we have to buy licenses of all the intermediate versions as well?

our requirement is that we need to do all these upgrades in steps one
weekend one upgrade..

so we will have the AR Server running on intermediate versions for at least
one week so do we have to but licenses for that one week time for
intermediate licenses.

Also when do we exactly come under BMC support?

Thanks,
Viki
-- 
View this message in context: 
http://old.nabble.com/Upgrade-licensing--tp30775568p30775568.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775090.html
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___
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attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775092.html
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___
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attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775088.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775089.html
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___
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attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775093.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
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attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

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View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775091.html
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Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775087.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"

Re: Massive upgrade challenge!!

[Viki_kulkarni]

hi,

Thanks to all of you things are looking good for the upgrade. Now I have a
slight doubt about the way licenses will be utilized?

If we are moving from ARS 5.0 to ARS 7.5 by gradual upgrade with steps at
6.3, 7.1 and then 7.5 what is the license implications and from which stage
are we to get BMC support?

We are planning to do upgrades step by set, each step will be performed at
weekends when we have the down time window. Now as we all know BMC supports
from ARS 7.1 so we will be out of support till we reach 7.1 or it does not
matter as our target is to come up till 7.5?

I am not aware of the business side of upgrades can any one educate me on
this it will be a great help?
Just to summarize when will we be in BMC support and what about the
intermediate licenses that are required to reach ARS 7.5 Patch 004 from ARS
5.01.

Thanks,
Viki


Easter, David wrote:
> 
>> I am betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which
>> is 32-bit.
> 
> While there are performance improvements in AR System 7.5.00 (and even
> more in AR System 7.6.0x), just wanted to clarify that 32-bit vs. 64-bit
> does not necessarily lead to a performance increase unless you are running
> out of memory on a constant basis.  There's actually a small decrease in
> performance of 64-bit vs. 32-bit due to a bit more overhead in
> process/memory management.  However, if you are running out of memory then
> you could see a performance increase since your cache can be bigger and
> thus you'd not be swapping/paging to disk so often.
> 
> The increase in available memory also can result in more stability.
> 
> So by all means, I would consider upgrading.  Just wanted to ensure that
> your reasons for doing so were clearer.
> 
> -David J. Easter
> Manager of Product Management, Remedy Platform
> BMC Software, Inc.
>  
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Monday, December 27, 2010 11:27 PM
> To: arslist@ARSLIST.ORG
> Subject: Massive upgrade challenge!!
> 
> Hi all,
> 
> Greetings to all,
> 
> I have recently joined ARS list and have been working on AR server since
> about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade an
> ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number of
> concurrent users. 
> 
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there
> will be an performance improvement, but as far as I know I am betting on
> 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is 32-bit. Also
> number of memory leaks that have been fixed along the version.
> 
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade before
> kindly share the experience as it will be a great help.
> 
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine with
> no
> OOTB apps installed at all. But have a completely customized application
> developed on this server which we use.
> 
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
> 
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from Tech
> Mahindra >>
> 
> 
> -- 
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520063.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
> 
> 

-- 
View this message in context: 
http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30775086.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"