need help with arwklga.exe
hi, Can any body help me with how to use arwklga.exe for log analysis... I know I should have run a search my self but in a bit of mess here... Thanks, Viki -- View this message in context: http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.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: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
Folks, If you need to migrate data - and perform value / schema / field transformations - which you typically do need to do when migrating data across releases, then Meta-Update is your only choice. Meta-Update can also of-course can do simple one to one deltas but it's true power comes with its ability to move and transform data across different fields, records, or schemas. That allows us to automate complex migrations like ITSM 5 to 7, like ITSM 7.1 to 7.6, like customer bespoke data bases into ITSM 7.6, etc. It also allows us to automate the data cleansing needed for such migrations. From one of our customers: We had a mammoth task of migrating 400+ companies from ITSM 5.5 to ITSM 7.1. Initially this task looked very complicated as the 5.5 system was highly customized to suit individual customer's requirements and the migration into mismatched schemas looked impossible. 1500 SLAs for these customers added to the complications. But when we started evaluating Meta-Update, we saw some light. We can now migrate SLAs, implement complicated transformation rules, stamp mapping values by looking up external configuration files, read from multiple servers, etc. This customer wrote all their own migration scripts after an hour training and a set of sample scripts. Interestingly, this customer is now looking at another migration this time to 7.6.0x. Please check out our website for more information www.softwaretoolhouse.com or Contact Us to learn more. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email:mailto:ben.cher...@softwaretoolhouse.com ben.cher...@softwaretoolhouse.com Web: http://www.softwaretoolhouse.com/ www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ali A. Musa Sent: February-01-11 07:15 To: arslist@ARSLIST.ORG Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** Create-date can be index since its static value that initiated the first time. But, modified-date is a dynamic filed that changes any time there is update on the record which need huge storage to keep the index and sometimes you will end with indexed for un-identified row and/or huge process of delete and insert of index which affect the performance. You may try the Fast-Export utility (i.e. 1000-row per minute that is 6 per hour) the utility is published at: http://communities.bmc.com/communities/docs/DOC-11866 Fast-Export is a migration utility that copy a data of a schema or a list of schemas from server to server for an identical schemas (schema-to-schema) or as a normal export utility (schema-to-file) send output to (.arx/.csv) file that can be imported by Remedy Import. Fast-Export designed based on the concept to repeatedly read the schema rows in a sequential order. The logic initiated to read the schema in forward or backward sequence of order. Users for backward or forward sequence can initiate the START-Read, to identify the starting point of the browse, and terminated with the END-Read. Ease-of-use facilitated with .NET window client which was developed to help users to access through a GUI, it was developed using the feature of .NET/C# so that to be executed as Windows (future Web-Based) and valid to access BMC-Remedy releases AR3-7. To use it: 1) Unzip the zipped file, 2) It generate a folder call FastExport 3) Run: FastDotNet.exe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Tuesday, February 01, 2011 12:21 AM To: arslist@ARSLIST.ORG Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** 100K records per hour is not a lot, it's actually pretty low With database links, I can do 2 million records per hour, and this is by dumping all the records from one table to the other which involves a full table scan (so not dealing with deltas here) I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes out of the box. I am sure that indexing these fields would improve performance dramatically by avoiding all the full table scans. Guillaume _ From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Roger Justice [rjust2...@aol.com] Sent: Monday, January 31, 2011 4:09 PM To: arslist@ARSLIST.ORG Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** When I used it I did not make any new indexes and I was able to move,
Install problems Remedy AR Server 7.6.03/04
Hi, This may be related to Sybase or Solaris... In any event the installer fails at certain point, before it has been able to import the User-form, leaving us with no user in the system and only a few of the system forms created. The same happens for both ARS 7.6.03 and 7.6.04. Anyone else seen this? The server starts up, and it was possible to fix it: 1. arcache to get a working user 2. rrrDefSplit /opt/ar/installforms/en installforms.def to combine various def-files 3. importing installforms.def using Developer Studio 4. rrrChive to import some arx-data into the system forms: source_dir = /opt/ar/installforms/en target_server= localhost target_user = Demo target_password = xxx multipleforms= * skipforms= User transfertype = SYNCTOTARGET logfile = auto progressbar = YES 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Accessibility behavior with two keystrokes
Dear arslisters, Looking for help from the collective experience of other users who have fiddled with JAWS and AR System. All help is appreciated. I've noticed that the CTRL+ALT+F6 toggle to the Results List doesn't actually speak anything when the toggle lands (so to speak) on the Results List. JAWS basically echoes the keystroke. When toggled to the details pane, the field with focus is spoken. In Virtual PC Cursor I can tab through the records in the Results List, but JAWS speaks nothing. In Forms Mode I can scroll through (Up and Down arrow) the Results List, but JAWS speaks nothing. Is there an inherent property that will make any of this more verbose? AR System 7.0.1 p9 Mid Tier 7.0.1 p9 Apache Tomcat 5.5.25 Windows Server 2003sp2 Java 1.5.0_12 I.E 7 JAWS 12...freshly update today Regards, Chad Whilding Engineer CSC 3725 Pentagon Blvd., Beavercreek, OH 45431-1706 North American Public Sector | p: +1-937.320-6342 | f:+1-937-320- | cwhild...@csc.com | www.csc.com This is a PRIVATE message. If you are not the intended recipient, please delete without copying and kindly advise us by e-mail of the mistake in delivery. NOTE: Regardless of content, this e-mail shall not operate to bind CSC to any order or other contract unless pursuant to explicit written agreement or government initiative expressly permitting the use of e-mail for such purpose. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Install problems Remedy AR Server 7.6.03/04
Thanks, Misi, for giving us a way around BMC's continued issues with their installers. I'm sure many of us may end up having to use your solution. Rick On Tue, Feb 1, 2011 at 6:52 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, This may be related to Sybase or Solaris... In any event the installer fails at certain point, before it has been able to import the User-form, leaving us with no user in the system and only a few of the system forms created. The same happens for both ARS 7.6.03 and 7.6.04. Anyone else seen this? The server starts up, and it was possible to fix it: 1. arcache to get a working user 2. rrrDefSplit /opt/ar/installforms/en installforms.def to combine various def-files 3. importing installforms.def using Developer Studio 4. rrrChive to import some arx-data into the system forms: source_dir = /opt/ar/installforms/en target_server= localhost target_user = Demo target_password = xxx multipleforms= * skipforms= User transfertype = SYNCTOTARGET logfile = auto progressbar = YES 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. ___ 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
Re: Install problems Remedy AR Server 7.6.03/04
I ran into this issue once (out of 30+ installs) on Linux. It seemed like a fluke. I did NOT fix it. I just re-installed. Besides the lack of of a user a bunch of other things there were broken. I decided to just start over. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Tuesday, February 01, 2011 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Install problems Remedy AR Server 7.6.03/04 ** Thanks, Misi, for giving us a way around BMC's continued issues with their installers. I'm sure many of us may end up having to use your solution. Rick On Tue, Feb 1, 2011 at 6:52 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, This may be related to Sybase or Solaris... In any event the installer fails at certain point, before it has been able to import the User-form, leaving us with no user in the system and only a few of the system forms created. The same happens for both ARS 7.6.03 and 7.6.04. Anyone else seen this? The server starts up, and it was possible to fix it: 1. arcache to get a working user 2. rrrDefSplit /opt/ar/installforms/en installforms.def to combine various def-files 3. importing installforms.def using Developer Studio 4. rrrChive to import some arx-data into the system forms: source_dir = /opt/ar/installforms/en target_server= localhost target_user = Demo target_password = xxx multipleforms= * skipforms= User transfertype = SYNCTOTARGET logfile = auto progressbar = YES 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: need help with arwklga.exe
Viki, I use the following batch file @ECHO OFF cd /d E:\Remedy\ARSystem\arserver\db\tools arwklga -n 100 -t -u %1 arwklga.log What this does is allow me to drop a file onto the batch file and the arwklga.log shows up when the analysis is done. This output allows you to figure out where your poorly performing operations are. I have found it most useful to turn API/SQL/Filter into the same log file...this way when I find a poorly written query, I can hopefully find what workflow executed it. I don't know if this is the type of 'help' you were looking for, reply back if looking for more. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni Sent: Tuesday, February 01, 2011 2:07 AM To: arslist@ARSLIST.ORG Subject: need help with arwklga.exe hi, Can any body help me with how to use arwklga.exe for log analysis... I know I should have run a search my self but in a bit of mess here... Thanks, Viki -- View this message in context: http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.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
Re: need help with arwklga.exe
Viki, The tool is named AR Log Analyzer, so you can google it. The answer to your question is in the help info included with the tool. If you don't have it handy, here is a link to it: http://communities.bmc.com/communities/docs/DOC-2973 If you're not in BMC Communities, it's worth signing up. --- On Tue, 2/1/11, Viki_kulkarni vk0073...@techmahindra.com wrote: From: Viki_kulkarni vk0073...@techmahindra.com Subject: need help with arwklga.exe To: arslist@ARSLIST.ORG Date: Tuesday, February 1, 2011, 4:07 AM hi, Can any body help me with how to use arwklga.exe for log analysis... I know I should have run a search my self but in a bit of mess here... Thanks, Viki -- View this message in context: http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.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
Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?
Thanks Kimberly. That rings a bell. Now I have to get my hands on a live system and poke around. --- On Mon, 1/31/11, kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com wrote: From: kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com Subject: Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes? To: arslist@ARSLIST.ORG Date: Monday, January 31, 2011, 6:08 PM Oh Boy, yes there is. Open an INC. Navigate to Advanced FunctionsAdvanced SearchSearch Incidents by Assignment Logs There is a slew of information. OOB some tabs may be hidden so make sure you are an admin looking in. Best way to get to know it, create some test tickets and kick the tires. HTH Kimberly Santana On 1/31/2011 5:57 PM, Rabi Tripathi wrote: Hi folks, I am trying to find out if it's possible to build reports on the Incident form records to measure response time and resolution time of tickets PER assigned groups and persons on each ticket. I say PER to emphasize the fact that I need to account for the fact that a ticket may pass through several individuals/groups, in which case each group/person will have a separate duration the ticket sat on its queue. Basically, I need data that captures timestamps of Status and Assignee field changes. Out of the box, is there enough data captured in the 7.0.x application to be able to generate this kind of report? Just the fields on the Incident form will not suffice, as a ticket may, in theory, pass through unlimited number of groups/persons. I thought previous assigned group/individual were captured in hidden fields, but I may be thinking of previous verisons of the app. If these exist, I will at least have history going back to one assignee, (but not time info). Does the HPD:HelpDesk_AuditLogSystem form help? At the moment, I don't have an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the way fields are laid out on this form. TIA. ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Accessibility behavior with two keystrokes
Chad, A couple of notes: 1) Have you set the Accessibility option in your User Preferences for the user doing the work? There is a setting where you indicate whether you are in Vision, Low Vision, or No Vision mode. You must be in the Low Vision or No Vision mode for best results with screen readers. 2) You are on an older version of the system -- current is 7.6.4, previous are 7.6.3, 7.5 and then 7.0. Significant improvements have been made over the various releases in this area -- especially around table field handling. (although note that the result list is a special animal in the Windows client and is not really a table -- although it is on the web client). 3) We have announced that the primary environment for accessibility support for screen readers is the web. That has been true since 7.5 (about 2 years). This is in line with the move to the web being the client and the windows client being phased out. 4) JAWS is VERY particular about versions. There are major (and incompatible) changes that are made between versions. We are in a constant battle with this solution and interaction with the AR System. The dynamic nature of screens is simply not handled well. The compatibility matrix carefully qualifies the version of JAWS that are supported with the version of the AR System you are using. With the 7.0 version, I think it is JAWS 7 or 8. This is a case where we DO NOT say or later since we know that that version has problems with later versions of JAWS. I think the 7.6.4 release of the mid tier is aimed at JAWS 11/12 support (but that needs to be checked in the compatibility matrix). My suggestion is that you install a 7.6.4 mid-tier (for all kinds of reasons but especially for the Accessibility work you are doing). You can use this against a 7.0 AR System server without problem. That should give you the most complete functionality and support and support for the version (at least 11 and I think it includes 12) of JAWS that you are using. The area of accessibility is a challenging one. There are may difficulties with dynamic screens and the use of various screen readers and the standards have not come together in the area of dynamic change. There is one caled ARIA that is moving along and trying to come up with things to address this area and we are tracking that standard. I hope this information is useful, Doug Mueller -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chad M Whilding Sent: Tuesday, February 01, 2011 5:25 AM To: arslist@ARSLIST.ORG Subject: Accessibility behavior with two keystrokes Dear arslisters, Looking for help from the collective experience of other users who have fiddled with JAWS and AR System. All help is appreciated. I've noticed that the CTRL+ALT+F6 toggle to the Results List doesn't actually speak anything when the toggle lands (so to speak) on the Results List. JAWS basically echoes the keystroke. When toggled to the details pane, the field with focus is spoken. In Virtual PC Cursor I can tab through the records in the Results List, but JAWS speaks nothing. In Forms Mode I can scroll through (Up and Down arrow) the Results List, but JAWS speaks nothing. Is there an inherent property that will make any of this more verbose? AR System 7.0.1 p9 Mid Tier 7.0.1 p9 Apache Tomcat 5.5.25 Windows Server 2003sp2 Java 1.5.0_12 I.E 7 JAWS 12...freshly update today Regards, Chad Whilding Engineer CSC 3725 Pentagon Blvd., Beavercreek, OH 45431-1706 North American Public Sector | p: +1-937.320-6342 | f:+1-937-320- | cwhild...@csc.com | www.csc.com This is a PRIVATE message. If you are not the intended recipient, please delete without copying and kindly advise us by e-mail of the mistake in delivery. NOTE: Regardless of content, this e-mail shall not operate to bind CSC to any order or other contract unless pursuant to explicit written agreement or government initiative expressly permitting the use of e-mail for such purpose. ___ 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
Preserving customizations with overlays and custom objects
Hi Folks, Back in the days of ARS 4.mumble, I developed a help desk application for my organization. At that stage of my development experience, I did not understand the issues surrounding modifying Remedy objects such as the User and Group forms. In my ignorance, I added fields, changed permissions and moved stuff around on the User and Group forms. I got lucky when we transitioned to ARS 5.1.2 and I simply imported all of my stuff to the new server. It worked! Now I am more experienced and I understand the reasons why you don't modify the User and Group forms. As part of my plan to transition to 7.6, I had planned to create a form of my own to hold my additional fields and I would present them to my users through a join between my form and the User form. [You may remember that I ran into a slight problem with having too many special fields from the User form on my join form.] I figured this would be the best way to proceed since I was making very minimal changes to the User form. Now, as I read the What's New in ARS 7.6.04 I see a description of the Preserving customizations with overlays and custom objects. On the face of it, this sounds like it is designed to allow one to make changes to a BMC-supplied form such as the User form and still be relatively immune to collisions and upgrade problems. So I have two questions: - Am I understanding this new feature correctly and is it now an ok practice to modify the User form if I use the Overlay feature? - Is this the best practice method for accomplishing what I am trying to do? As a side discussion, are there performance issues with one method over the other? I recall in the back of my mind that updates to fields in the User form cause the User Cache table to be updated. Is that true and is it a performance issue? I presume it would still be true when using the Overlay method and not an issue when using the join method. I have already made a small time investment in implementing the join-form method but I am willing to scrap it in favor of the Overlay method if that is the way to go. I still want to do something similar with the Group form so now would be a good time for me to decide which way I should proceed. I appreciate any guidance you might have on these questions. Thanks. Larry Larry Robinson n...@ncsu.edu Office of Information Technology NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-0877 FAX ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?
This form has some of the information I am looking for: HPD:Help Desk Assignment Log Each time assignment on an Incident changes, this form gets a record. This is good. I am still looking for status change data, because although its nice to report on how long ticket sat on a group/person's queue, it's nicer to be able to say how long each person/group took to respond to it, how long to dispose of it (resolve or reassign), and also how long it sat on certain pending status values (so that these durations can be subtracted). Form HPD:HelpDesk_AuditLogSystem has audit info on many fields, but data is not in a reportable form. I wish I could have my own code/forms to capture the data I need for metrics, but I can't. So, I will keep looking. --- On Mon, 1/31/11, kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com wrote: From: kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com Subject: Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes? To: arslist@ARSLIST.ORG Date: Monday, January 31, 2011, 6:08 PM Oh Boy, yes there is. Open an INC. Navigate to Advanced FunctionsAdvanced SearchSearch Incidents by Assignment Logs There is a slew of information. OOB some tabs may be hidden so make sure you are an admin looking in. Best way to get to know it, create some test tickets and kick the tires. HTH Kimberly Santana On 1/31/2011 5:57 PM, Rabi Tripathi wrote: Hi folks, I am trying to find out if it's possible to build reports on the Incident form records to measure response time and resolution time of tickets PER assigned groups and persons on each ticket. I say PER to emphasize the fact that I need to account for the fact that a ticket may pass through several individuals/groups, in which case each group/person will have a separate duration the ticket sat on its queue. Basically, I need data that captures timestamps of Status and Assignee field changes. Out of the box, is there enough data captured in the 7.0.x application to be able to generate this kind of report? Just the fields on the Incident form will not suffice, as a ticket may, in theory, pass through unlimited number of groups/persons. I thought previous assigned group/individual were captured in hidden fields, but I may be thinking of previous verisons of the app. If these exist, I will at least have history going back to one assignee, (but not time info). Does the HPD:HelpDesk_AuditLogSystem form help? At the moment, I don't have an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the way fields are laid out on this form. TIA. ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Preserving customizations with overlays and custom objects
Overlays is the most important feature that you should never use. :) Rick is correct. Overlays enforces best practices, but you should still consider the broader implications of modifying something vs. extending. Simply put, the basic best practice rules should be: 1. Don't modify or extend anything. Use the product OOTB. 2. If you can't use the product OOTB, *add* to the existing structure, don't modify it. Extend it by adding fields, forms, workflow, etc. that do not directly impact existing functionality 3. If and only if your situation cannot be solved either OOTB or through extending the product should you consider modifying existing objects. If you find yourself with #3, that's where overlays really helps. Overlays will create a copy of the object for you, identify it as a modified object (i.e. an overlay) and ensure that the origin object remains just as BMC shipped it to you. During run time, your overlaid object is the one that the server uses. In fact, the server does a little bit of magic behind the scenes to ensure that any calling API or workflow that uses the original name (i.e. the BMC object name) is redirected to your overlaid object. That way you don't have to change guides, API programs or other calling applications/workflow. -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 Rick Cook Sent: Tuesday, February 01, 2011 01:31 PM To: arslist@ARSLIST.ORG Subject: Re: Preserving customizations with overlays and custom objects ** LG, from what I know of the overlay functionality, you are correct in your assessment of its impact on customizations in an upgrade situation. It is designed to allow you to choose which customizations to protect during the upgrade. As to the User form, while you COULD alter it, I still don't think it would be a good practice to do so if you are using the ITSM suite. If you have all custom apps, that might be a different story, but probably not, because of the caching issue you referenced. Rick On Tue, Feb 1, 2011 at 3:08 PM, L G Robinson n...@ncsu.edumailto:n...@ncsu.edu wrote: Hi Folks, Back in the days of ARS 4.mumble, I developed a help desk application for my organization. At that stage of my development experience, I did not understand the issues surrounding modifying Remedy objects such as the User and Group forms. In my ignorance, I added fields, changed permissions and moved stuff around on the User and Group forms. I got lucky when we transitioned to ARS 5.1.2 and I simply imported all of my stuff to the new server. It worked! Now I am more experienced and I understand the reasons why you don't modify the User and Group forms. As part of my plan to transition to 7.6, I had planned to create a form of my own to hold my additional fields and I would present them to my users through a join between my form and the User form. [You may remember that I ran into a slight problem with having too many special fields from the User form on my join form.] I figured this would be the best way to proceed since I was making very minimal changes to the User form. Now, as I read the What's New in ARS 7.6.04 I see a description of the Preserving customizations with overlays and custom objects. On the face of it, this sounds like it is designed to allow one to make changes to a BMC-supplied form such as the User form and still be relatively immune to collisions and upgrade problems. So I have two questions: - Am I understanding this new feature correctly and is it now an ok practice to modify the User form if I use the Overlay feature? - Is this the best practice method for accomplishing what I am trying to do? As a side discussion, are there performance issues with one method over the other? I recall in the back of my mind that updates to fields in the User form cause the User Cache table to be updated. Is that true and is it a performance issue? I presume it would still be true when using the Overlay method and not an issue when using the join method. I have already made a small time investment in implementing the join-form method but I am willing to scrap it in favor of the Overlay method if that is the way to go. I still want to do something similar with the Group form so now would be a good time for me to decide which way I should proceed. I appreciate any guidance you might have on these questions. Thanks. Larry Larry Robinson n...@ncsu.edumailto:n...@ncsu.edu Office of Information Technology NC State University
Re: Preserving customizations with overlays and custom objects
David is, as usual, spot on. Overlays are not put there for us to have any sense of invincibility or impunity when altering OOB forms or workflow that we under other circumstances would (or should) know better than to alter. It is a means to protect additions that may conflict with FUTURE OOB functionality. That it also gives one the ability to protect against having customizations to PRESENT forms and workflow is an incidental increase in power that we should work hard to wield carefully. It is, in a nutshell, like developing in Remedy (or C, for that matter). The best thing about it is that you can do anything you want. The worst thing is that you can do anything you want. Rick On Tue, Feb 1, 2011 at 3:48 PM, Easter, David david_eas...@bmc.com wrote: ** Overlays is the most important feature that you should never use. J Rick is correct. Overlays enforces best practices, but you should still consider the broader implications of modifying something vs. extending. Simply put, the basic best practice rules should be: 1. Don’t modify or extend anything. Use the product OOTB. 2. If you can’t use the product OOTB, **add** to the existing structure, don’t modify it. Extend it by adding fields, forms, workflow, etc. that do not directly impact existing functionality 3. If and only if your situation cannot be solved either OOTB or through extending the product should you consider modifying existing objects. If you find yourself with #3, that’s where overlays really helps. Overlays will create a copy of the object for you, identify it as a modified object (i.e. an overlay) and ensure that the origin object remains just as BMC shipped it to you. During run time, your overlaid object is the one that the server uses. In fact, the server does a little bit of magic behind the scenes to ensure that any calling API or workflow that uses the original name (i.e. the BMC object name) is redirected to your overlaid object. That way you don’t have to change guides, API programs or other calling applications/workflow. -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 *Rick Cook *Sent:* Tuesday, February 01, 2011 01:31 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Preserving customizations with overlays and custom objects ** LG, from what I know of the overlay functionality, you are correct in your assessment of its impact on customizations in an upgrade situation. It is designed to allow you to choose which customizations to protect during the upgrade. As to the User form, while you COULD alter it, I still don't think it would be a good practice to do so if you are using the ITSM suite. If you have all custom apps, that might be a different story, but probably not, because of the caching issue you referenced. Rick On Tue, Feb 1, 2011 at 3:08 PM, L G Robinson n...@ncsu.edu wrote: Hi Folks, Back in the days of ARS 4.mumble, I developed a help desk application for my organization. At that stage of my development experience, I did not understand the issues surrounding modifying Remedy objects such as the User and Group forms. In my ignorance, I added fields, changed permissions and moved stuff around on the User and Group forms. I got lucky when we transitioned to ARS 5.1.2 and I simply imported all of my stuff to the new server. It worked! Now I am more experienced and I understand the reasons why you don't modify the User and Group forms. As part of my plan to transition to 7.6, I had planned to create a form of my own to hold my additional fields and I would present them to my users through a join between my form and the User form. [You may remember that I ran into a slight problem with having too many special fields from the User form on my join form.] I figured this would be the best way to proceed since I was making very minimal changes to the User form. Now, as I read the What's New in ARS 7.6.04 I see a description of the Preserving customizations with overlays and custom objects. On the face of it, this sounds like it is designed to allow one to make changes to a BMC-supplied form such as the User form and still be relatively immune to collisions and upgrade problems. So I have two questions: - Am I understanding this new feature correctly and is it now an ok practice to modify the User form if I use the Overlay feature? - Is this the best practice method for accomplishing what I am trying to do? As a side discussion, are there performance issues with one
Re: 7.6.04 Delta Data Migration tool
The White Paper on this topic can be found here: 31-Jan-2011 Using Delta Data Migration to migrate BMC Remedy IT Service Management Suite http://documents.bmc.com/supportu/documents/42/59/194259/194259.pdf -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 Phil Sent: Monday, January 31, 2011 05:23 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 Delta Data Migration tool Hi, I've been unable to find a description of the new Delta Data Migration tool in the ARS/ITSM 7.6.04 documentation. Does anyone know which BMC 7.6.04 document includes the Delta Data Migration tool details? Thanks Phil ___ 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
Re: need help with arwklga.exe
hi LJ, That was exactly what I was looking for. worked well for me. thanks Rabi as well I am already in to the BMC communities long ago. Regards, Viki LJ LongWing (Head) wrote: Viki, I use the following batch file @ECHO OFF cd /d E:\Remedy\ARSystem\arserver\db\tools arwklga -n 100 -t -u %1 arwklga.log What this does is allow me to drop a file onto the batch file and the arwklga.log shows up when the analysis is done. This output allows you to figure out where your poorly performing operations are. I have found it most useful to turn API/SQL/Filter into the same log file...this way when I find a poorly written query, I can hopefully find what workflow executed it. I don't know if this is the type of 'help' you were looking for, reply back if looking for more. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni Sent: Tuesday, February 01, 2011 2:07 AM To: arslist@ARSLIST.ORG Subject: need help with arwklga.exe hi, Can any body help me with how to use arwklga.exe for log analysis... I know I should have run a search my self but in a bit of mess here... Thanks, Viki -- View this message in context: http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.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/need-help-with-arwklga.exe-tp30814551p30823248.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
Atrium Core Web Services failed in previous attempt
** Hi,I want to update our Atrium Core installation.Unfortunately i always get the message, that my Atrium Core Web Services failes in the previous attempt.I have no access now to the Technical bulletin.Can anybody give me a hint ?ThanksTristan _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Preserving customizations with overlays and custom objects
Hi, The main problem with adding fields to the User- or Group-form is that the data need to be entered, and sometimes modified. 1. Each time a User record is modified, that user will have all definitions recached (arf/arv files on the Windows client) 2. Each tim a Group record is modified, ALL users will get the definitions recached. It will also trigger a server-side recache of the definitions. If you look at your API-logs and find a lot of ARExport()-calls, you should suspect that you have this kind of problem in your setup. I recommend that you go for the join-form solution. 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 Folks, Back in the days of ARS 4.mumble, I developed a help desk application for my organization. At that stage of my development experience, I did not understand the issues surrounding modifying Remedy objects such as the User and Group forms. In my ignorance, I added fields, changed permissions and moved stuff around on the User and Group forms. I got lucky when we transitioned to ARS 5.1.2 and I simply imported all of my stuff to the new server. It worked! Now I am more experienced and I understand the reasons why you don't modify the User and Group forms. As part of my plan to transition to 7.6, I had planned to create a form of my own to hold my additional fields and I would present them to my users through a join between my form and the User form. [You may remember that I ran into a slight problem with having too many special fields from the User form on my join form.] I figured this would be the best way to proceed since I was making very minimal changes to the User form. Now, as I read the What's New in ARS 7.6.04 I see a description of the Preserving customizations with overlays and custom objects. On the face of it, this sounds like it is designed to allow one to make changes to a BMC-supplied form such as the User form and still be relatively immune to collisions and upgrade problems. So I have two questions: - Am I understanding this new feature correctly and is it now an ok practice to modify the User form if I use the Overlay feature? - Is this the best practice method for accomplishing what I am trying to do? As a side discussion, are there performance issues with one method over the other? I recall in the back of my mind that updates to fields in the User form cause the User Cache table to be updated. Is that true and is it a performance issue? I presume it would still be true when using the Overlay method and not an issue when using the join method. I have already made a small time investment in implementing the join-form method but I am willing to scrap it in favor of the Overlay method if that is the way to go. I still want to do something similar with the Group form so now would be a good time for me to decide which way I should proceed. I appreciate any guidance you might have on these questions. Thanks. Larry Larry Robinson n...@ncsu.edu Office of Information Technology NC State University 919-515-5432 Voice Raleigh, NC 27695-7109 919-513-0877 FAX ___ 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
