date:20110629

Does the user have any floating licenses attached to it? And if so, what is
your floating license timeout?

Rick
On Jun 22, 2011 3:58 PM, remedymarv marvin.he...@gmail.com wrote:
ARS Prod 7.5 gives a pause/delay after 40 min of inactivity in the user
too

Hi, first post! I recently inherited a Windows-based Remedy system, even
though
I am a Linux guy. For Remedy there is consistent pause / delay in ARS Prod
7.5 from
the user (client) tool (you see the circle, seems like a “hang” ) for
about
20-25 seconds – not randomly, but after a period of inactivity while
leaving the Remedy client open. The inactivity period can range anywhere
from overnight to only 40 minutes. It could be an hour but it appears to
be
40 minuts. It for sure is not there for an inactivity period less than 40
minutes.
Also, the particular Remedy app does not seem to matter (e.g. problem
tracker
or helpdesk, etc). This seems to have been first noticed for users around
the time
of an IT network segmentation project Firewall (they are running a Palo
Alto
networks firewall but not enforcing any rules). I thought that was the
cause
initialy,
but I can replicate the same problem on my laptop just by plugging into
the same
Juniper switch as the server. Ports are all default settings. Most/many
other
settings are default (vanilla). It is a Dell R900 on Windows Server 2008.
Dell has
examined the DSET and found nothing glaring except slightly old drivers,
bios etc.
Event viewer, is clean, SQl server seems fine. We are actually pursuing
various
hypothesis but I don't want to pre-bias anyone. I can elaborate in a
future post.
I am working with BMC support but so far there is no magic bullet and I am

conducting futher tests but looking for inuput. BMC says that waits like
this under
1 minute are considered normal- however they are still working with me.
Our
users
probably wouldn't care about this, except it did not happen at all until
about
3 weeks ago, so telling them that this is normal doesn't work. The
current
workaround
is to tell users to just log off and on a lot instead of leaving their
user
tool open all the time.
Many of these people are support analysts and engineers, probably about
10-30 people,
maybe 40 on at one time? I have searched this forum and can't find this
exact issue.

Configuration:
Dell R900 w/ 32 GB of Memory, single tier Win 2008 Server 64 bit, SQL
serve
2005.
All on a single box/ server. This problem is happening through the ARS 7.5
User tool
(thick client) nobody uses the mid-tier (web client) although I will be
trying to replicate
this on the web-tier next (as well as with the thick client on our test
system)

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R: Re: I can not connect to the AR System Server.

2011-06-29 Thread team.rem...@libero.it


Hello Robert,
 I'm sorry but following your instructions I could not solve.
 I stopped the Remedy service, and after I rebooted the server Windows (I think 
it's the same thing to restart the Oracle instance, you agree?).
 any ideas?

 Thank you very much
 Peter




Messaggio originale

Da: robert.hever...@gmail.com

Data: 29-giu-2011 15.40

A: arslist@ARSLIST.ORG

Ogg: Re: I can not connect to the AR System Server.



**
Hi,
 
It is not a Licensing issue. Most like it is an issue with the database. 
Usually, a restart of the system would clear this. Stop the Remedy service, 
stop the database, then start the database, and start Remedy. If you have 
already tried this with no success, I am not sure where to go from there.

 
Robert


On Wed, Jun 29, 2011 at 6:19 AM, team.rem...@libero.it team.rem...@libero.it 
wrote:


I do not I access the Remedy Test, probably because I was wrong to load the
trial license type. how can I remove these licenses, so it can access the

Remedy? after loading the new licenses trials appeared the error from the
client:
ARERR [90] Unable to establish a network connection to the AR System server:
XXX.XXX.XXX.XXX.: RPC: Miscellaneous tli error - System error (Connection

refused).

a popup appears on the server:
AR System Server Executable (Oracle) encountered a problem and needed to
close

any ideas?
I'm working there for many days on this problem ... I go crazy!

Thanks in advance
Peter

Remedy 6.3
Windows Server 2003
Oracle 10g

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Re: I can not connect to the AR System Server.

2011-06-29 Thread Robert Heverley

Hey Peter,
No need to restart Windows server. IIn most cases, I stop Remedy, stop SQL,
start SQL, start Remedy. You might want to verify permissions to the
database. Maybe the login has changed. Just some food for thought.
Robert

On Wed, Jun 29, 2011 at 7:29 AM, team.rem...@libero.it 
team.rem...@libero.it wrote:

 **

 Hello Robert,
 I'm sorry but following your instructions I could not solve.
 I stopped the Remedy service, and after I rebooted the server Windows (I
 think it's the same thing to restart the Oracle instance, you agree?).
 any ideas?

 Thank you very much
 Peter

 Messaggio originale
 Da: robert.hever...@gmail.com
 Data: 29-giu-2011 15.40
 A: arslist@ARSLIST.ORG
 Ogg: Re: I can not connect to the AR System Server.

 **
  Hi,

 It is not a Licensing issue. Most like it is an issue with the database.
 Usually, a restart of the system would clear this. Stop the Remedy service,
 stop the database, then start the database, and start Remedy. If you have
 already tried this with no success, I am not sure where to go from there.

 Robert

 On Wed, Jun 29, 2011 at 6:19 AM, team.rem...@libero.it 
 team.rem...@libero.it wrote:

 I do not I access the Remedy Test, probably because I was wrong to load
 the
 trial license type. how can I remove these licenses, so it can access the
 Remedy? after loading the new licenses trials appeared the error from the
 client:
 ARERR [90] Unable to establish a network connection to the AR System
 server:
 XXX.XXX.XXX.XXX.: RPC: Miscellaneous tli error - System error (Connection
 refused).

 a popup appears on the server:
 AR System Server Executable (Oracle) encountered a problem and needed to
 close

 any ideas?
 I'm working there for many days on this problem ... I go crazy!
 Thanks in advance
 Peter

 Remedy 6.3
 Windows Server 2003
 Oracle 10g


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Re: Remedy User Tool has 20 second delay after a period of inactivity 40 minutes

2011-06-29 Thread David Durling

This does remind me of an issue one of our departments had which was caused by 
their firewall timeout.   In that case, it was fairly obvious because they 
recognized that their problems started around the time their firewall was 
activated.

The solution we used for them was to have the Remedy Home Page (which was the 
form they were most concerned about) automatically refresh with an active link 
On Interval action timed to be somewhere under their firewall's timeout limit.  
Upon loading the Home Page, a hidden field is set to indicate whether they are 
a fixed or floating license user.  Then the On Interval refresh is only done 
for the fixed users so the floating licenses aren't tied up.

David Durling
University of Georgia

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of remedymarv
 Sent: Wednesday, June 29, 2011 1:30 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Remedy User Tool has 20 second delay after a period of
 inactivity  40 minutes
 
 Update. We have been working on this problem continuously since this post.
 Remedy Support has not come up with anything despite asking for many
 logs.
 On the production server, we've switched from having no assigned ip
 address,
 to port 2020. After much research and observation using tools such
 as netstat, we've think we at least understand a little more about what is
 going on:
 
 1) the issue never occurs when running the Remedy client on the Remedy
 Server itself. It also
 does not seem to occur in the server room itself, when my laptop running
 client is plugged into
 the same switch.
 
 2) the client PC running the remedy client software seems to experience the
 delay after EXACTLY
 one hour, possibly indicating that something, somewhere is timing out, after
 60 minutes.
 
 While the Remedy server port is now always 2020, the client seems to pick a
 random port
 for its side of the connection (e.g. 5617), and right after an hour, when
 the server and client
 try to re-connect as you press the button doing something in the client, the
 spinning donut
 or hang appears to be due to the client re-negotiating this link...
 because immediately after
 the donut disappears, there is a new port on the client side (e.g. 5623).
 Is there a way to
 permanently set the outgoing port on the client? This could help, or at
 least force a real
 timeout errror to show up in the logs,  if that original port really did get
 shut off.
 
 3) we have one smart user who shared with us that he sets auto-refresh in
 his Remedy
 client to avoid the problem. We don't want to recommend this to all users,
 since this could
 work but create an extra load on the database. Right now our security
 network person
 is trying to find out if the Palo Alto Networks firewall has some inbuilt
 timeout after 60
 minutes that could be the root of the problem.
 
 Thanks for any comments, advice, or sharing about your similar experience.
 
 

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Re: R: Re: I can not connect to the AR System Server.

2011-06-29 Thread DDussie

Hello,

If i remember correct (and list please correct, if wrong), Since your
configuration is 
Remedy 6.3
Windows Server 2003
Oracle 10g
- you need a 9i client to connect to 10g for 6.3 ARS.
- with the ar.conf, your database client/home needs to point to
9i


Installation the 9i client,
- test connecting to the 10g db with the client only
- then modified to ar.conf
- try starting up the arsystem


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ARS 7.6.0.4 Midtier and ARS 7.1 Server

Hi,

We're running into some issues with a midtier upgrade that we're are trying to 
implement.  Configuration details are as follows:

Original Configuration:
Server and Midtier
Redhat Linux 4.6 (32-bit)
ARS 7.1 patch 6
Java 1.5.0_12 (32 bit)
ITSM 7.0.03 patch 9

New Configuration:
Server
Redhat Linux 4.6 (32-bit)
ARS 7.1 patch 6
Java 1.5.0_12 (32 bit)
ITSM 7.0.03 patch 9

Midtier
Redhat Linux 5.6 (64-bit)
ARS 7.6.0.4
Java 1.5.0_12 (64 bit)

The behavior that we are seeing is that some active links are not firing as 
expected on the new midtier.  For example, a user can click on the View button 
on Task tab of the Incident form but nothing happens on the 7.6 midtier.  There 
are no errors generated in the tomcat or midtier logs.  At this point, we're 
not sure if there is a common thread between the missing active links.  I 
realize that BMC has documented that there are certain expected 
interoperability issues associated with a 7.6.0.4 64-bit midtier and older AR 
server versions but the documentation indicates the limitations are related to 
data visualization fields.  We've already tried using a 32-bit JVM but that had 
no impact on the active link behavior and defeats one of the purposes of the 
upgrade (more java heap space).  I'll try installing 7.6.0.4 SP1 this morning.  
Has anybody run into this before with a hybrid configuration?  Are there any 
obscure midtier configuration changes that are necessary that might have been 
overlooked?  Any suggestions on other things to try?  Any help that you can 
provide would be appreciated.

Thanks,
Jeff



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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

Jeff, are you sure you need the extra heap space the 64 bit Java will give
you?  BMC states that the 32 bit jvm is about 45% faster than the 64 bit.
Your choice, just want to be sure you see the cost from both sides.

Rick
On Jun 29, 2011 8:29 AM, Wilson, Jeffrey M jmwil...@directv.com wrote:
 Hi,

 We're running into some issues with a midtier upgrade that we're are
trying to implement. Configuration details are as follows:

 Original Configuration:
 Server and Midtier
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 New Configuration:
 Server
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 Midtier
 Redhat Linux 5.6 (64-bit)
 ARS 7.6.0.4
 Java 1.5.0_12 (64 bit)

 The behavior that we are seeing is that some active links are not firing
as expected on the new midtier. For example, a user can click on the View
button on Task tab of the Incident form but nothing happens on the 7.6
midtier. There are no errors generated in the tomcat or midtier logs. At
this point, we're not sure if there is a common thread between the missing
active links. I realize that BMC has documented that there are certain
expected interoperability issues associated with a 7.6.0.4 64-bit midtier
and older AR server versions but the documentation indicates the limitations
are related to data visualization fields. We've already tried using a 32-bit
JVM but that had no impact on the active link behavior and defeats one of
the purposes of the upgrade (more java heap space). I'll try installing
7.6.0.4 SP1 this morning. Has anybody run into this before with a hybrid
configuration? Are there any obscure midtier configuration changes that are
necessary that might have been overlooked? Any suggestions on other things
to try? Any help that you can provide would be appreciated.

 Thanks,
 Jeff




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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

Unfortunately, we need the extra heap space for some things that we are doing 
within our custom data visualization apps.  We started getting outofmemory 
errors on our 7.1 midtiers which prompted this 7.6.0.4 upgrade effort.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 29, 2011 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

**

Jeff, are you sure you need the extra heap space the 64 bit Java will give you? 
 BMC states that the 32 bit jvm is about 45% faster than the 64 bit.  Your 
choice, just want to be sure you see the cost from both sides.

Rick
On Jun 29, 2011 8:29 AM, Wilson, Jeffrey M 
jmwil...@directv.commailto:jmwil...@directv.com wrote:
 Hi,

 We're running into some issues with a midtier upgrade that we're are trying 
 to implement. Configuration details are as follows:

 Original Configuration:
 Server and Midtier
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 New Configuration:
 Server
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 Midtier
 Redhat Linux 5.6 (64-bit)
 ARS 7.6.0.4
 Java 1.5.0_12 (64 bit)

 The behavior that we are seeing is that some active links are not firing as 
 expected on the new midtier. For example, a user can click on the View button 
 on Task tab of the Incident form but nothing happens on the 7.6 midtier. 
 There are no errors generated in the tomcat or midtier logs. At this point, 
 we're not sure if there is a common thread between the missing active links. 
 I realize that BMC has documented that there are certain expected 
 interoperability issues associated with a 7.6.0.4 64-bit midtier and older AR 
 server versions but the documentation indicates the limitations are related 
 to data visualization fields. We've already tried using a 32-bit JVM but that 
 had no impact on the active link behavior and defeats one of the purposes of 
 the upgrade (more java heap space). I'll try installing 7.6.0.4 SP1 this 
 morning. Has anybody run into this before with a hybrid configuration? Are 
 there any obscure midtier configuration changes that are necessary that might 
 have been overlooked? Any suggestions on other things to try? Any help that 
 you can provide would be appreciated.

 Thanks,
 Jeff

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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

What size heap were you using before?

Rick
On Jun 29, 2011 8:41 AM, Wilson, Jeffrey M jmwil...@directv.com wrote:
 Unfortunately, we need the extra heap space for some things that we are
doing within our custom data visualization apps. We started getting
outofmemory errors on our 7.1 midtiers which prompted this 7.6.0.4 upgrade
effort.

 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Rick Cook
 Sent: Wednesday, June 29, 2011 8:33 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

 **

 Jeff, are you sure you need the extra heap space the 64 bit Java will give
you? BMC states that the 32 bit jvm is about 45% faster than the 64 bit.
Your choice, just want to be sure you see the cost from both sides.

 Rick
 On Jun 29, 2011 8:29 AM, Wilson, Jeffrey M jmwil...@directv.commailto:
jmwil...@directv.com wrote:
 Hi,

 We're running into some issues with a midtier upgrade that we're are
trying to implement. Configuration details are as follows:

 Original Configuration:
 Server and Midtier
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 New Configuration:
 Server
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 Midtier
 Redhat Linux 5.6 (64-bit)
 ARS 7.6.0.4
 Java 1.5.0_12 (64 bit)

 The behavior that we are seeing is that some active links are not firing
as expected on the new midtier. For example, a user can click on the View
button on Task tab of the Incident form but nothing happens on the 7.6
midtier. There are no errors generated in the tomcat or midtier logs. At
this point, we're not sure if there is a common thread between the missing
active links. I realize that BMC has documented that there are certain
expected interoperability issues associated with a 7.6.0.4 64-bit midtier
and older AR server versions but the documentation indicates the limitations
are related to data visualization fields. We've already tried using a 32-bit
JVM but that had no impact on the active link behavior and defeats one of
the purposes of the upgrade (more java heap space). I'll try installing
7.6.0.4 SP1 this morning. Has anybody run into this before with a hybrid
configuration? Are there any obscure midtier configuration changes that are
necessary that might have been overlooked? Any suggestions on other things
to try? Any help that you can provide would be appreciated.

 Thanks,
 Jeff




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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

We were able to optimize the heap size to 2388m on the 32 bit jvm.  The upper 
limit on a 32-bit linux process is around 3 GB which bites us frequently on the 
arserverd process due to the well documented caching issues.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 29, 2011 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

**

What size heap were you using before?

Rick
On Jun 29, 2011 8:41 AM, Wilson, Jeffrey M 
jmwil...@directv.commailto:jmwil...@directv.com wrote:
 Unfortunately, we need the extra heap space for some things that we are doing 
 within our custom data visualization apps. We started getting outofmemory 
 errors on our 7.1 midtiers which prompted this 7.6.0.4 upgrade effort.

 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick 
 Cook
 Sent: Wednesday, June 29, 2011 8:33 AM
 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
 Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

 **

 Jeff, are you sure you need the extra heap space the 64 bit Java will give 
 you? BMC states that the 32 bit jvm is about 45% faster than the 64 bit. Your 
 choice, just want to be sure you see the cost from both sides.

 Rick
 On Jun 29, 2011 8:29 AM, Wilson, Jeffrey M 
 jmwil...@directv.commailto:jmwil...@directv.commailto:jmwil...@directv.commailto:jmwil...@directv.com
  wrote:
 Hi,

 We're running into some issues with a midtier upgrade that we're are trying 
 to implement. Configuration details are as follows:

 Original Configuration:
 Server and Midtier
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 New Configuration:
 Server
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 Midtier
 Redhat Linux 5.6 (64-bit)
 ARS 7.6.0.4
 Java 1.5.0_12 (64 bit)

 The behavior that we are seeing is that some active links are not firing as 
 expected on the new midtier. For example, a user can click on the View 
 button on Task tab of the Incident form but nothing happens on the 7.6 
 midtier. There are no errors generated in the tomcat or midtier logs. At 
 this point, we're not sure if there is a common thread between the missing 
 active links. I realize that BMC has documented that there are certain 
 expected interoperability issues associated with a 7.6.0.4 64-bit midtier 
 and older AR server versions but the documentation indicates the limitations 
 are related to data visualization fields. We've already tried using a 32-bit 
 JVM but that had no impact on the active link behavior and defeats one of 
 the purposes of the upgrade (more java heap space). I'll try installing 
 7.6.0.4 SP1 this morning. Has anybody run into this before with a hybrid 
 configuration? Are there any obscure midtier configuration changes that are 
 necessary that might have been overlooked? Any suggestions on other things 
 to try? Any help that you can provide would be appreciated.

 Thanks,
 Jeff

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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

2011-06-29 Thread Jiri Pospisil

Rick,

Could you share the source of this information?
I am extremely interested as we are getting out of memory errors on our 
mid-tier and one of possible solutions is to migrate to 64 bit (although we are 
on Windows)

Thanks
Jiri Pospisil



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: 29 June 2011 16:33
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

**

Jeff, are you sure you need the extra heap space the 64 bit Java will give you? 
 BMC states that the 32 bit jvm is about 45% faster than the 64 bit.  Your 
choice, just want to be sure you see the cost from both sides.

Rick
On Jun 29, 2011 8:29 AM, Wilson, Jeffrey M 
jmwil...@directv.commailto:jmwil...@directv.com wrote:
 Hi,

 We're running into some issues with a midtier upgrade that we're are trying 
 to implement. Configuration details are as follows:

 Original Configuration:
 Server and Midtier
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 New Configuration:
 Server
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 Midtier
 Redhat Linux 5.6 (64-bit)
 ARS 7.6.0.4
 Java 1.5.0_12 (64 bit)

 The behavior that we are seeing is that some active links are not firing as 
 expected on the new midtier. For example, a user can click on the View button 
 on Task tab of the Incident form but nothing happens on the 7.6 midtier. 
 There are no errors generated in the tomcat or midtier logs. At this point, 
 we're not sure if there is a common thread between the missing active links. 
 I realize that BMC has documented that there are certain expected 
 interoperability issues associated with a 7.6.0.4 64-bit midtier and older AR 
 server versions but the documentation indicates the limitations are related 
 to data visualization fields. We've already tried using a 32-bit JVM but that 
 had no impact on the active link behavior and defeats one of the purposes of 
 the upgrade (more java heap space). I'll try installing 7.6.0.4 SP1 this 
 morning. Has anybody run into this before with a hybrid configuration? Are 
 there any obscure midtier configuration changes that are necessary that might 
 have been overlooked? Any suggestions on other things to try? Any help that 
 you can provide would be appreciated.

 Thanks,
 Jeff



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 Answers Are
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Re: Remedy web service SOAP Address

2011-06-29 Thread Chintan Shah

No problem. :)

Thanks
Chintan.


--- On Wed, 6/29/11, Francois Seegers franco...@blueturtle.co.za wrote:

From: Francois Seegers franco...@blueturtle.co.za
Subject: Re: Remedy web service SOAP Address
To: arslist@ARSLIST.ORG
Date: Wednesday, June 29, 2011, 1:28 AM

**


 
 


 

Hi Shah, 
   
We found the issue being the web service definitions on the BPEL side to be out 
of sync with the Remedy wsdl.  We refreshed both and all is ok.  Thanks for
 your assistance. 
   
Francois 
   
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]
On Behalf Of Chintan Shah

Sent: Friday, June 03, 2011 6:18 PM

To: arslist@ARSLIST.ORG

Subject: Re: Remedy web service SOAP Address 
   
**  




Is the external app within the same company? 

Also, can you also make sure that DNS Name resolution is not an issue?



Thanks

Chintan



--- On Thu, 6/2/11, Francois Seegers franco...@blueturtle.co.za wrote: 


From: Francois Seegers franco...@blueturtle.co.za

Subject: Re: Remedy web service SOAP Address

To: arslist@ARSLIST.ORG

Date: Thursday, June 2, 2011, 11:48 PM 

**  

We have done so and SOAPUI and SOAPSonar work fine.  We sit in a situation 
where the external app when consuming the Remedy webs  do not get any response 
back from Remedy but SOAPUI and SOAPSonar does. 
  
Here is the output when this app (Oracle BPEL) invokes a Remedy web service; 
  
Input we send: 
Invoke_1_Create_InputVariable 
part name=parameters  
Create 
s0:Submitter$USER$/s0:Submitter 
s0:Assigned_Tona/s0:Assigned_To 
s0:Status0/s0:Status 
s0:Short_Descriptionna/s0:Short_Description 
s0:Namename123/s0:Name 
s0:Surnamesurname123/s0:Surname 
/Create 
/part 
/Invoke_1_Create_InputVariable 
Error we receive: 
remoteFault 
part name=code  
codeServer.userException/code 
/part 
part name=summary  
summarywhen invoking endpointAddress 
'http://v-rem-lnx1.nwu.ac.za:8080/MidTier/services/ARService?server=v-rem-win1webService=NWU_STAGE_BPEL_BIO',
 java.lang.NullPointerException/summary 
/part 
part name=detail  
detailAxisFault faultCode: 
{http://schemas.xmlsoap.org/soap/envelope/}Server.userException faultSubcode: 
faultString: java.lang.NullPointerException faultActor: faultNode: faultDetail: 
{http://xml.apache.org/axis/}hostname:v-rem-lnx1
 /detail 
/part 
/remoteFault 
  
  
-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk

Sent: Thursday, June 02, 2011 11:07 PM

To: arslist@ARSLIST.ORG

Subject: Re: Remedy web service SOAP Address 
  
I suggest test the remedy webservice wsdl with soapUI first. 
soapUI is free, you can just download and consume  the wsdl just in minutes. 
I have seen several times remedy wsdl worked fine in soapUI but not with other 
clients, so soapUI can be used to set a base and then compare with external 
clients. 
  
  
On Jun 2, 2:14 am, Francois Seegers franco...@blueturtle.co.za 
wrote: 
 Hi List, 
   
 When Remedy generate soap packet for a response then we receive the
 
 following soap response and our external application that tries to
 
 consume the web service complain about the soap address; 
   
  /wsdl:binding 
 -http://v-rem-lnx1.nwu.ac.za:8080/MidTier/WSDL/public/v-rem-win1/NWU_ 
 S... wsdl:service name=REMEDYWebService1
 
 -http://v-rem-lnx1.nwu.ac.za:8080/MidTier/WSDL/public/v-rem-win1/NWU_ 
 S... wsdl:port binding=s0:PortSoapBinding name=PortSoap 
   soap:address  
 location=http://midtierserver/MidTier/services/ARService?server=ap 
 pserv  
 erwebService=NWU_STAGE_BPEL_BIOhttp://v-rem-lnx1.nwu.ac.za:8080/Mid 
 Tier/services/ARService?server=v-... / 
   /wsdl:port 
   /wsdl:service 
   /wsdl:definitions 
   
 Is it possible to change this? 
   
 Francois Seegers 
 Senior Remedy Consultant 
 ___ 
 Blue Turtle Technologies 
 Tel :     +27 (0)11 206 5600   |   Fax:  +27 (0)11 206 5606  |  Cell:   
 +27 (0)82 729 5273 
 email:   
franco...@blueturtle.co.zamailto:da...@blueturtle.co.za   |  
 
 web:  www.blueturtle.co.zahttp://www.blueturtle.co.za 
   
  
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 Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606
 
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this email is

Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

Sure, Jiri. It is in BMC's own documentation, a white paper called
Performance Tuning for BSM.  You can find it in the AR System 7.6
documentation.

Rick
On Jun 29, 2011 9:15 AM, Jiri Pospisil jiri.pospi...@lchclearnet.com
wrote:
 Rick,

 Could you share the source of this information?
 I am extremely interested as we are getting out of memory errors on our
mid-tier and one of possible solutions is to migrate to 64 bit (although we
are on Windows)

 Thanks
 Jiri Pospisil



 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Rick Cook
 Sent: 29 June 2011 16:33
 To: arslist@ARSLIST.ORG
 Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

 **

 Jeff, are you sure you need the extra heap space the 64 bit Java will give
you? BMC states that the 32 bit jvm is about 45% faster than the 64 bit.
Your choice, just want to be sure you see the cost from both sides.

 Rick
 On Jun 29, 2011 8:29 AM, Wilson, Jeffrey M jmwil...@directv.commailto:
jmwil...@directv.com wrote:
 Hi,

 We're running into some issues with a midtier upgrade that we're are
trying to implement. Configuration details are as follows:

 Original Configuration:
 Server and Midtier
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 New Configuration:
 Server
 Redhat Linux 4.6 (32-bit)
 ARS 7.1 patch 6
 Java 1.5.0_12 (32 bit)
 ITSM 7.0.03 patch 9

 Midtier
 Redhat Linux 5.6 (64-bit)
 ARS 7.6.0.4
 Java 1.5.0_12 (64 bit)

 The behavior that we are seeing is that some active links are not firing
as expected on the new midtier. For example, a user can click on the View
button on Task tab of the Incident form but nothing happens on the 7.6
midtier. There are no errors generated in the tomcat or midtier logs. At
this point, we're not sure if there is a common thread between the missing
active links. I realize that BMC has documented that there are certain
expected interoperability issues associated with a 7.6.0.4 64-bit midtier
and older AR server versions but the documentation indicates the limitations
are related to data visualization fields. We've already tried using a 32-bit
JVM but that had no impact on the active link behavior and defeats one of
the purposes of the upgrade (more java heap space). I'll try installing
7.6.0.4 SP1 this morning. Has anybody run into this before with a hybrid
configuration? Are there any obscure midtier configuration changes that are
necessary that might have been overlooked? Any suggestions on other things
to try? Any help that you can provide would be appreciated.

 Thanks,
 Jeff




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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

2011-06-29 Thread Patrick Zandi

You need java 1.6.This is requirement for midtier

Sent from my iPhone

On Jun 29, 2011, at 11:26 AM, Wilson, Jeffrey M jmwil...@directv.com wrote:

 **
 Hi,
 
  
 
 We’re running into some issues with a midtier upgrade that we’re are trying 
 to implement.  Configuration details are as follows:
 
  
 
 Original Configuration:
 
 Server and Midtier
 
 Redhat Linux 4.6 (32-bit)
 
 ARS 7.1 patch 6
 
 Java 1.5.0_12 (32 bit)
 
 ITSM 7.0.03 patch 9
 
  
 
 New Configuration:
 
 Server
 
 Redhat Linux 4.6 (32-bit)
 
 ARS 7.1 patch 6
 
 Java 1.5.0_12 (32 bit)
 
 ITSM 7.0.03 patch 9
 
  
 
 Midtier
 
 Redhat Linux 5.6 (64-bit)
 
 ARS 7.6.0.4
 
 Java 1.5.0_12 (64 bit)
 
  
 
 The behavior that we are seeing is that some active links are not firing as 
 expected on the new midtier.  For example, a user can click on the View 
 button on Task tab of the Incident form but nothing happens on the 7.6 
 midtier.  There are no errors generated in the tomcat or midtier logs.  At 
 this point, we’re not sure if there is a common thread between the missing 
 active links.  I realize that BMC has documented that there are certain 
 expected interoperability issues associated with a 7.6.0.4 64-bit midtier and 
 older AR server versions but the documentation indicates the limitations are 
 related to data visualization fields.  We’ve already tried using a 32-bit JVM 
 but that had no impact on the active link behavior and defeats one of the 
 purposes of the upgrade (more java heap space).  I’ll try installing 7.6.0.4 
 SP1 this morning.  Has anybody run into this before with a hybrid 
 configuration?  Are there any obscure midtier configuration changes that are 
 necessary that might have been overlooked?  Any suggestions on other things 
 to try?  Any help that you can provide would be appreciated.
 
  
 
 Thanks,
 
 Jeff
 
  
 
  
 
 _attend WWRUG11 www.wwrug.com  ARSlist: Where the Answers Are_

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Re: Complex Web Services

2011-06-29 Thread Chintan Shah

LJ,

Can you share solution with list? I am  very interested in knowing it.

Thanks
Chintan.

--- On Tue, 6/28/11, LJ LongWing lj.longw...@gmail.com wrote:

From: LJ LongWing lj.longw...@gmail.com
Subject: Re: Complex Web Services
To: arslist@ARSLIST.ORG
Date: Tuesday, June 28, 2011, 10:07 AM

**
Mark,This is actually simpler than you may think.  Contact me off list and I 
can walk you through the creation of this web service…I’ve done it a few times, 
and it’s definitely possible…but not exceedingly easy to explain.  From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf 
Of Mark Rushton
Sent: Tuesday, June 28, 2011 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Complex Web Services  ** Hi  I am looking for examples of web services 
(XSD or XML) that can raise multiple records, e.g. a feeder system user clicks 
multiple line in their system and hits send to Remedy - one call to a web 
service to create a new record in Remedy for each row in the sending system.  
At the moment, I have lots of examples but none are really what I am looking 
for or Remedy specific. Yes, I have read the manuals and triued the examples 
but still need more input...  TIA  M
 Mark Rushton
Stylex I.T Ltd  _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 
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ARS web client and IE8 Merged Frame Process

2011-06-29 Thread Logan, Kelly

Hello All,

Something I hinted at earlier that I wanted to share more information about:
Internet Explorer 8's new Merged Frame
Processhttp://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
technology will allow the latest web client login to overwrite the last,
unless you take steps to stop this. (Info on MFP here, in case you can't see
the link above:
http://blogs.msdn.com/b/askie/archive/2009/03/13/clicking-on-the-blue-e-in-taskbar-does-not-launch-a-new-process-in-ie8.aspx
- h/t to Srikanth PSS for the IE info. :^)

One of Microsoft's stated goals was to use less resources by allowing one
browser 'frame' process (the object that holds the parts around the tabs) to
hold multiple tab sessions, and to not create a new frame if it didn't seem
necessary. The result is that if you open a web client URL and login (creating
one active Remedy session w/cookies), then open a second web client URL (even
in a different window) and login, the second login can overwrite the first's
session.

For example, here's what I can do right now on a 7.6.4 system loaded with
service desk and test data I am using to test for an upgrade:

1.)Open browser window A, browse to ...login.jsp, login as customer01 (a
read-only account) - I see the IT Home page: The greeting and status bar below
say customer01.

2.)Open browser window B, browse to ...login.jsp, login as Allen (an
administrator account) - I see the IT Home page: The greeting and status bar
below say Allen.

3.)Go back to browser window A now, open the 'Applications' quick menu,
choose Application Administration Console - I see the administrator's
console, and the status bar at the bottom now identifies the formerly read-only
user as administrator Allen with a fixed license. From this point on, window A
operates with Allen's permissions.

Originally, this concerned me because it seemed to prevent a basic
functionality of Remedy User that I use almost every day: Opening multiple
sessions with different logins to run different processes, monitor actions,
troubleshoot issues, test user access, etc. Fortunately, the link I provided
above notes some workarounds: I chose the command line option and created a
desktop icon for IE with -NoFrameMerging, as such
C:\Program Files\Internet Explorer\iexplore.exe -NoFrameMerging
http://MyMidTier:8080/arsys/shared/login.jsp?/arsys/home

So far, this is working - I can successfully run multiple Remedy sessions using
this shortcut without them overwriting each other, and still run regular IE
with MFP for everything else.

Now however, my concern is that this may be a security issue as well. As I've
noted above, even a read-only browser frame can be merged with another browser
frame that has the highest permissions possible. It seems to me that with a
minimum of security barriers, someone with a fair knowledge of HTML and Java
programming could gain administrative access by:

1.) Get any login to the Remedy server - not a problem, many companies have
read-only id/pws they freely distribute for self-service and the like.

2.)Create a site that a Remedy administrator is likely to browse to and
have up when logging in to the Remedy server.

3.)Put code on that site that mimics the login.jsp (or calls it invisibly)
using the known login, logs into the server to create a valid (read-only)
session, and waits.

4.)Remedy admin logs in, the read-only session gains administrator
permissions, and it can now run any number of queries or other Remedy actions
for as long as the administrator is logged in.

This an extreme scenario, gaining admin access and putting the server in
danger. It would be even easier however to 'trojan' the larger number of
regular users who have permissions to secure data (HIPAA, financial, military,
etc) kept in Remedy to pull the data they have access to, and all actions would
be, as far as Remedy was concerned, performed by the user during a valid login
session.

BMC support's answer was that since the Mid-tier tracks session based on two
cookies which exist in the context of hitting the Mid-tier server, it is
unclear how it'd be possible to obtain/use these cookies via a rouge (sic)
website outside of this context, not to mention somehow authenticating as an
administrator.

I am unconvinced by this answer as it appears to me that the read-only session
does obtain and use those cookies when the frames merge as demonstrated by the
ability of that formerly read-only session to conduct administrative level
actions. What do you think? Is my scenario plausible?

I look forward to reading (and learning) more on this issue! :^)

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346
USA | 734.997.4777
kelly.lo...@proquest.commailto:kelly.lo...@proquest.com
www.proquest.com

Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

Patrick,

The BMC 7.6.0.4 compatibility matrix indicates that 1.5.0_12 is the minimum 
required JDK.  I’ll give the 1.6 JDK a shot after the 7.6.0.4sp1 install.

Thanks,
Jeff

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Wednesday, June 29, 2011 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

**
You need java 1.6.This is requirement for midtier

Sent from my iPhone

On Jun 29, 2011, at 11:26 AM, Wilson, Jeffrey M 
jmwil...@directv.commailto:jmwil...@directv.com wrote:
**
Hi,

We’re running into some issues with a midtier upgrade that we’re are trying to 
implement.  Configuration details are as follows:

Original Configuration:
Server and Midtier
Redhat Linux 4.6 (32-bit)
ARS 7.1 patch 6
Java 1.5.0_12 (32 bit)
ITSM 7.0.03 patch 9

New Configuration:
Server
Redhat Linux 4.6 (32-bit)
ARS 7.1 patch 6
Java 1.5.0_12 (32 bit)
ITSM 7.0.03 patch 9

Midtier
Redhat Linux 5.6 (64-bit)
ARS 7.6.0.4
Java 1.5.0_12 (64 bit)

The behavior that we are seeing is that some active links are not firing as 
expected on the new midtier.  For example, a user can click on the View button 
on Task tab of the Incident form but nothing happens on the 7.6 midtier.  There 
are no errors generated in the tomcat or midtier logs.  At this point, we’re 
not sure if there is a common thread between the missing active links.  I 
realize that BMC has documented that there are certain expected 
interoperability issues associated with a 7.6.0.4 64-bit midtier and older AR 
server versions but the documentation indicates the limitations are related to 
data visualization fields.  We’ve already tried using a 32-bit JVM but that had 
no impact on the active link behavior and defeats one of the purposes of the 
upgrade (more java heap space).  I’ll try installing 7.6.0.4 SP1 this morning.  
Has anybody run into this before with a hybrid configuration?  Are there any 
obscure midtier configuration changes that are necessary that might have been 
overlooked?  Any suggestions on other things to try?  Any help that you can 
provide would be appreciated.

Thanks,
Jeff


_attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
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Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server

2011-06-29 Thread Patrick Zandi

I know.  We had issues with error 500 with 1.5. But after going to 1.6. It 
helped resolve

Sent from my iPhone

On Jun 29, 2011, at 12:54 PM, Wilson, Jeffrey M jmwil...@directv.com wrote:

 **
 Patrick,
 
  
 
 The BMC 7.6.0.4 compatibility matrix indicates that 1.5.0_12 is the minimum 
 required JDK.  I’ll give the 1.6 JDK a shot after the 7.6.0.4sp1 install.
 
  
 
 Thanks,
 
 Jeff
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
 Sent: Wednesday, June 29, 2011 9:25 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ARS 7.6.0.4 Midtier and ARS 7.1 Server
 
  
 
 **
 
 You need java 1.6.This is requirement for midtier
 
 Sent from my iPhone
 
 
 On Jun 29, 2011, at 11:26 AM, Wilson, Jeffrey M jmwil...@directv.com 
 wrote:
 
 **
 
 Hi,
 
  
 
 We’re running into some issues with a midtier upgrade that we’re are trying 
 to implement.  Configuration details are as follows:
 
  
 
 Original Configuration:
 
 Server and Midtier
 
 Redhat Linux 4.6 (32-bit)
 
 ARS 7.1 patch 6
 
 Java 1.5.0_12 (32 bit)
 
 ITSM 7.0.03 patch 9
 
  
 
 New Configuration:
 
 Server
 
 Redhat Linux 4.6 (32-bit)
 
 ARS 7.1 patch 6
 
 Java 1.5.0_12 (32 bit)
 
 ITSM 7.0.03 patch 9
 
  
 
 Midtier
 
 Redhat Linux 5.6 (64-bit)
 
 ARS 7.6.0.4
 
 Java 1.5.0_12 (64 bit)
 
  
 
 The behavior that we are seeing is that some active links are not firing as 
 expected on the new midtier.  For example, a user can click on the View 
 button on Task tab of the Incident form but nothing happens on the 7.6 
 midtier.  There are no errors generated in the tomcat or midtier logs.  At 
 this point, we’re not sure if there is a common thread between the missing 
 active links.  I realize that BMC has documented that there are certain 
 expected interoperability issues associated with a 7.6.0.4 64-bit midtier and 
 older AR server versions but the documentation indicates the limitations are 
 related to data visualization fields.  We’ve already tried using a 32-bit JVM 
 but that had no impact on the active link behavior and defeats one of the 
 purposes of the upgrade (more java heap space).  I’ll try installing 7.6.0.4 
 SP1 this morning.  Has anybody run into this before with a hybrid 
 configuration?  Are there any obscure midtier configuration changes that are 
 necessary that might have been overlooked?  Any suggestions on other things 
 to try?  Any help that you can provide would be appreciated.
 
  
 
 Thanks,
 
 Jeff
 
  
 
  
 
 _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_

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Re: WWRUG 11 - and Kinetic Calendar fun

2011-06-29 Thread John Sundberg

3 weeks has passed - I assume impossible with BMC Calendar ???

-John


On Jun 8, 2011, at 4:21 PM, arslist wrote:

**
You haven’t heard me volunteer have you?

But to be fair, I have to give someone at BMC a shot at it.

 

While we’re waiting for that, I will talk to the advisory board about 
prevailing upon

Kinetic Data to give us a copy of Kinetic Calendar and we’ll see what we can do 
with it.

 

…. Dan

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: June 8, 2011 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG 11 - and Kinetic Calendar fun

 

**

Who on earth would want to set this up to be seen in BMC's antiquitated 
calendar?

Rick

On Jun 8, 2011 1:49 PM, arslist arsl...@danielbloom.ca wrote:
 John,
 
 I have to add the following to your post, and the calendar functionality
 does look interesting ..
 
 
 
 Disclaimer: The schedule presented is currently not the real schedule for
 the event and we have
 
 not asked, as yet, for Kinetic Data to set this up for WWRUG11. From what I
 am seeing, that could be soon though J
 
 
 
 Now, if someone wants to set this up in the BMC calendaring system, we can
 all compare...
 
 
 
 ... Daniel
 
 Co-founder of WWRUG
 
 Chairman of WWRUG11
 
 Founder of the ARSlist
 
 
 
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
 Sent: June 8, 2011 1:48 PM
 To: arslist@ARSLIST.ORG
 Subject: WWRUG 11 - and Kinetic Calendar fun
 
 
 
 ** 
 
 
 
 Check out this calendar:
 
 
 
 http://calendar.kineticdata.com/KinCal/calendar?CalendarName=WWRUG11
 http://calendar.kineticdata.com/KinCal/calendar?CalendarName=WWRUG11ForDat
 e=20110918 ForDate=20110918
 
 
 
 
 
 Feel free to select topics on the left -- to see just the topics you are
 interested in seeing.
 
 
 
 Or
 
 
 
 Select across the top (Filter) -- to change how you are categorizing the
 presentations.
 
 (By skill, By session category)
 
 
 
 
 
 Have fun,
 
 
 
 
 
 -John
 
 
 
 
 
 (Reminder: Kinetic Calendar can show data from ANY table in Remedy)
 
 
 
 Examples:
 
 Topics at WWRUG11
 
 Assets with warranties expiring
 
 On call schedules
 
 Scheduled changes/releases
 
 Incidents for a CI
 
 etc...
 
 
 
 
 
 
 
 
 
 
 
 --
 
 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 http://www.kineticdata.com/ www.kineticdata.com
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 
 
 
 ___
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_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

--
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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Re: WWRUG 11 - and Kinetic Calendar fun

Yeah.  The project was not extended, due to a paperwork snafu.  I am working
with Rapid right now, helping out the folks at Union Pacific in Omaha.

Rick
On Jun 29, 2011 10:10 AM, John Sundberg john.sundb...@kineticdata.com
wrote:
 3 weeks has passed - I assume impossible with BMC Calendar ???

 -John


 On Jun 8, 2011, at 4:21 PM, arslist wrote:

 **
 You haven’t heard me volunteer have you?

 But to be fair, I have to give someone at BMC a shot at it.



 While we’re waiting for that, I will talk to the advisory board about
prevailing upon

 Kinetic Data to give us a copy of Kinetic Calendar and we’ll see what we
can do with it.



 …. Dan



 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Rick Cook
 Sent: June 8, 2011 2:52 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: WWRUG 11 - and Kinetic Calendar fun



 **

 Who on earth would want to set this up to be seen in BMC's antiquitated
calendar?

 Rick

 On Jun 8, 2011 1:49 PM, arslist arsl...@danielbloom.ca wrote:
 John,

 I have to add the following to your post, and the calendar functionality
 does look interesting ..



 Disclaimer: The schedule presented is currently not the real schedule for
 the event and we have

 not asked, as yet, for Kinetic Data to set this up for WWRUG11. From what
I
 am seeing, that could be soon though J



 Now, if someone wants to set this up in the BMC calendaring system, we
can
 all compare...



 ... Daniel

 Co-founder of WWRUG

 Chairman of WWRUG11

 Founder of the ARSlist



 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
 Sent: June 8, 2011 1:48 PM
 To: arslist@ARSLIST.ORG
 Subject: WWRUG 11 - and Kinetic Calendar fun



 **



 Check out this calendar:



 http://calendar.kineticdata.com/KinCal/calendar?CalendarName=WWRUG11
 
http://calendar.kineticdata.com/KinCal/calendar?CalendarName=WWRUG11ForDat
 e=20110918 ForDate=20110918





 Feel free to select topics on the left -- to see just the topics you are
 interested in seeing.



 Or



 Select across the top (Filter) -- to change how you are categorizing the
 presentations.

 (By skill, By session category)





 Have fun,





 -John





 (Reminder: Kinetic Calendar can show data from ANY table in Remedy)



 Examples:

 Topics at WWRUG11

 Assets with warranties expiring

 On call schedules

 Scheduled changes/releases

 Incidents for a CI

 etc...











 --

 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 http://www.kineticdata.com/ www.kineticdata.com



















 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_



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 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

 --
 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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Re: Remedy API compiled for the Android

2011-06-29 Thread jham36

I just tried the iphone app.  I seemed to have been connected to my server, 
but that's about it.  Searches return no results.  I couldn't get it to 
actually do anything.

James

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Re: Remedy User Tool has 20 second delay after a period of inactivity 40 minutes

2011-06-29 Thread remedymarv

Update:

As part of troubleshooting, I had already ruled out the license type. I
determined that the issue happens for users with  both fixed and floating
licenses. Thanks for the reminder to check for the Floating Licence
Timeout. I checked that, just in case, and it is set to 2 hours, so is also
not the problem. I even had looked into the parameter called Currency Ratio
Cache Refresh Interval / Client Refresh interval and Remedy support told me
it only has to do with calculating currency.  There was also a thread which
I can't find where someone having the same issue hacked the Windows registry
to create a KeepAlive DWORD so the Windows server itself refreshed the TCP
connections under 60 minutes, to avoid the issue.

However the most viable explanation currently is that there is some piece of
network equipment, either our Palo Alto networks firewall, or some other
device that is ending the sessions at 60 minutes. Our Firewall administrator
has a ticket into the vendor and is pursuing that route. Will keep you
posted. Remedymarv. 




--
View this message in context: 
http://ars-action-request-system.1093659.n2.nabble.com/Remedy-User-Tool-has-20-second-delay-after-a-period-of-inactivity-40-minutes-tp6506445p6530074.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

2011-06-29 Thread Michael

We are on a Linux/Oracle installation, but we had something similar
for our mid-tier users when we turned on HTTPS.  The report would open
just fine, but it was always a blank white screen where the report
should have been.

If this is for mid-tier, have you changed anything with http(s)?

Michael

On Tue, Jun 28, 2011 at 9:39 PM, Joe Martin D'Souza jdso...@shyle.net wrote:
 **
 We are on Windows 2008  MS SQL and tried this print icon that does open the
 reporting window but doesn’t generate the report. A white window opens with
 no contents showing 1 of blank space records. Yes I  had my customer click
 on the record they want to print and I saw them do it on a data show.

 Does this work – or has anyone else noticed a potential problem with this?

 Joe
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867

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Re: Excel frustration with AIE and Data Imports

2011-06-29 Thread Ron Tavares

All,
Thank you for your responses.

Michelle,
thanks for listing out the steps.  I was somewhat aware of this process, but
felt there were too many clicks to make it worth the effort.  BUT, you are
correct, once I do it enough times, it becomes second nature.  This is
especially useful with large files.

Theo,
This tool looks pretty cool and could be exactly what I am looking for.  I
looked over the website, but I cannot download it where I am currently
working.  Will need to give it a try when I am home.   Have you used it?
Can you confirm that it can retain the leading zeros without having to go
through a bunch of steps?   Also, is there a cost or is this freeware?

Thanks,
.ron

On Wed, Jun 22, 2011 at 1:39 PM, Theo Fondse t...@remex.co.za wrote:

 **

 Hi Ron!

 ** **

 You could try CSVed to see if it works for you:

 ** **

 http://csved.sjfrancke.nl/index.html

 ** **

 ** **

 Best Regards,

 Theo

 ** **

 Sent from my Black/Silver Personal Computer 

 

 “Try not to become a person of success, but a person of value.” – Albert
 Einstein

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Ron Tavares
 *Sent:* 22 June 2011 15:31

 *To:* arslist@ARSLIST.ORG
 *Subject:* Excel frustration with AIE and Data Imports

 ** **

 ** 

 Good Morning Listers,

  

 You how when you open a .csv file in Excel, Microsoft will do it's magic
 and start changing the format of certain values?  As an example, it will
 drop the leading zeros form a value because it assumes it is numeric, (like
 a serial number).  So you have to fix the data, format the column as 'text'
 and save the file.  Then, the next time you open the file, the process
 starts all over again.  I know I can use notepad to edit, but that is a
 pain.

  

 So I have two questions:

 1) Is there a way to set a preference in Excel to say Hey! don't do that!
 

 2) Assuming the answer to question one is no, is there another tool out
 there that works like Excel but is geared toward developer geeks?  Sort of
 like what Notepad is for Windows, except it would display the data in
 column/row.  I know I would really like a tool like that.

  

 Thanks,

  

 .ron

 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 
  _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_


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AIE shell game,.. now you see it,.. now you don't

2011-06-29 Thread Ron Tavares

Good Day,

Hoping someone out there came across this.  We are running AIE on a separate
box from AR Server.  We have a Flat File import exchange that pulls from a
.csv into CMDB.  This works fine in test, (test is also set up on separate
boxes).  However, on PRD, AIE can't find the .csv file on the AIE server.
For some weird reason, it is looking for it on the AR Server.  I place the
file on the AIE server, nothing happens. I place the file on the AR server,
the .tbl gets created and AIE is happy.   I've gone through all the
configuration settings, ar.cfg, eie,cfg,.. nowhere do I see where AIE would
point to the AR Server for the .csv files.  Yes, there are references to the
AR Server, but this is for the purposes of logging into the AR Server.  My
understanding is that AIE will naturally look for the files on it's own
server, (specific the path specified in the CI Mappings).

Hoping this sounds familiar to someone.

ARS 7.1
AIE 7.1

.ron

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Convert Datetime field to GMT

2011-06-29 Thread jaya munjal

Hi List
 
I am working on an integration of remedy with Siebel and  have a requirement to 
convert the date time field to GMT time zone and 24 hrs format while the remedy 
application server is in CST timezone and using standard time format (AM/PM).
 
any ideas whats the best way to implement this?
 
Thanks
Jaya
 
Environment Details
ARS 7.6.03
OS - Windows 2008
DB - Oracle 10g
 
 
 

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Re: Convert Datetime field to GMT

2011-06-29 Thread Grooms, Frederick W

I find the best way to do something like this is to use a database function


CREATE OR REPLACE FUNCTION FROM_EPOCH_TZSTR (secs IN NUMBER,
strFormat IN VARCHAR2 := 'MM/DD/ 
HH12:MI:SS AM TZD',
strTZ IN VARCHAR2 := 'US/Central' )
  RETURN VARCHAR2
IS
  lDate TIMESTAMP WITH TIME ZONE;
  newTZ VARCHAR2(64);
BEGIN
  Select NVL((Select Min(tzName) from gv$timezone_names Where tzName = 
strTZ),'US/Central') into newTZ from Dual;
  lDate := (From_TZ((TO_DATE('01/01/1970', 'dd/mm/')+(secs/86400)),'GMT') 
AT TIME ZONE newTZ);
  RETURN TO_CHAR(lDate, strFormat);
END From_Epoch_TZstr;
/


In Remedy you would do a filter with actions of
  Action 1:  Set Fields:  Setting a Display Only integer field (zTempInteger) = 
Remedy Date Time field
  Action 2:  SQL Set Fields: Set a character field = SELECT 
FROM_EPOCH_TZSTR($zTempInteger$, 'MM/DD/ HH24:MI:SS','US/CENTRAL') FROM DUAL

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of jaya munjal
Sent: Wednesday, June 29, 2011 2:43 PM
To: arslist@ARSLIST.ORG
Subject: Convert Datetime field to GMT

**
Hi List

I am working on an integration of remedy with Siebel and  have a requirement to 
convert the date time field to GMT time zone and 24 hrs format while the remedy 
application server is in CST timezone and using standard time format (AM/PM).

any ideas whats the best way to implement this?

Thanks
Jaya

Environment Details
ARS 7.6.03
OS - Windows 2008
DB - Oracle 10g




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Re: Remedy User Tool has 20 second delay after a period of inactivity 40 minutes

2011-06-29 Thread Mike Gould

Marvin,

This is most likely a firewall timeout setting issue. Same thing happened
to us several years ago when our server was moved behind a firewall. Our
security team had both the global and individual port timeout settings at 20
mins.

The Remedy WUT will perform it's own keepalive (don't remember how often and
it can't be user configured per Remedy Engineering) but it was well after
our firewall dropped the connection. When a user tried to perform any
action after having been idle for 20+ minutes, the connection had timed out,
and it gave the appearance the client was hanging.

We changed the timeout to 4 hours and that resolved the problems.

Since you said the problem isn't occurring when running the client directly
on the server... I would look hard at the firewall...

Hope this helps,
Michael Gould
Sr. Software Engineer
U.S. House of Representatives

On Wed, Jun 29, 2011 at 2:02 PM, remedymarv marvin.he...@gmail.com wrote:

Update:

As part of troubleshooting, I had already ruled out the license type. I
determined that the issue happens for users with both fixed and floating
licenses. Thanks for the reminder to check for the Floating Licence
Timeout. I checked that, just in case, and it is set to 2 hours, so is
also
not the problem. I even had looked into the parameter called Currency
Ratio
Cache Refresh Interval / Client Refresh interval and Remedy support told
me
it only has to do with calculating currency. There was also a thread
which
I can't find where someone having the same issue hacked the Windows
registry
to create a KeepAlive DWORD so the Windows server itself refreshed the TCP
connections under 60 minutes, to avoid the issue.

However the most viable explanation currently is that there is some piece
of
network equipment, either our Palo Alto networks firewall, or some other
device that is ending the sessions at 60 minutes. Our Firewall
administrator
has a ticket into the vendor and is pursuing that route. Will keep you
posted. Remedymarv.

--
View this message in context:
http://ars-action-request-system.1093659.n2.nabble.com/Remedy-User-Tool-has-20-second-delay-after-a-period-of-inactivity-40-minutes-tp6506445p6530074.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

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Re: Print icon on the Overview Console of ARS / ITSM 7.6.04


Tauf,

ARS 7.6.4 default consoles do not work on the thick client so it’s the mid tier 
client and not the WUT...

I have just found this out yesterday so I cannot answer the rest of the 
problem. Its something I have noted down so I can test it further under varying 
environments especially if we find one where it works on..

Thanks for your response.. Appreciate it..

Cheers

Joe

From: Chowdhury, Tauf 
Sent: Wednesday, June 29, 2011 8:20 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

** 
Joe,

Just to cover the basics, are you using UT or mid tier? For me, I get the web 
report generated for the specific request that is selected. When it shows 1 of 
blank, that is usually when the report generator is creating the report. 

Assuming you’re on mid tier, have you tried clearing the browser cache and 
trying again? You can also try to update java on the client machine and trying 
again. Is this happening just to 1 user or everyone? 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, June 29, 2011 12:40 AM
To: arslist@ARSLIST.ORG
Subject: Print icon on the Overview Console of ARS / ITSM 7.6.04

 

** 

We are on Windows 2008  MS SQL and tried this print icon that does open the 
reporting window but doesn’t generate the report. A white window opens with no 
contents showing 1 of blank space records. Yes I  had my customer click on 
the record they want to print and I saw them do it on a data show.

 

Does this work – or has anyone else noticed a potential problem with this?

 

Joe

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Re: ITSM 7.6.04 sp1 Incident Templates issue

2011-06-29 Thread strauss

Oh, this is REALLY brilliant.  We could not figure out why the templates we 
upgraded no longer display the values in the Support Organization field.  It 
turns out that some complete FOOL at BMC swapped out field ID 100014 
(Assigned Support Organization) which contains all data from 7.0.03 templates - 
for field ID 302126600 (Assignment Support Organization) which contains NO data 
since it does not even exist in the 7.0.x version of the form.  If there was 
actually a reason for these changes, other than gross incompetence, then it 
_should_ have been documented somewhere as a post-upgrade requirement, along 
with the new step to populate the Template Category Tier 1* field values.  One 
more reason why an ITSM application upgraded from 7.0.03.009 to 7.6.04.01 
cannot possibly work correctly.

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 Chowdhury, Tauf
Sent: Saturday, June 18, 2011 5:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue

**

Chris,
Not sure if you figured it out yet, but when there is no category, you just 
type one in and it becomes part of the menu in the future. Awesome :)
We had to do this for some of our templates but we're starting to move away 
from them and start heavily using Abydos Designer. It's pretty flexible now in 
kicking off dynamic task management and can also create other requests.


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of strauss
Sent: Fri 6/17/2011 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue

No, and there is nothing to select in the Template Category Tier 1* menu 
pull-down, either.

Some new configuration step that isn't mentioned in the upgrade documentation, 
I guess.

Thanks for the tip.

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 Chowdhury, Tauf
Sent: Friday, June 17, 2011 9:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue

**

Guys,
I think in the new version, you have to set a Category on each template. Have 
you done this? If you go into the template, you will see that there is Tier 1, 
2, and 3. Tier 1 is required.


-Original Message-
From: Action Request System discussion list(ARSList) on behalf of strauss
Sent: Wed 6/15/2011 4:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 sp1 Incident Templates issue

Seeing it for the first time today.  I just finished upgrading ITSM 7.0 and 
everything else up to 7.6.04 SP1, so all of the templates we currently have in 
production since 2008 are present with appropriate permissions.  I just 
finished setting every schemaType = 1 table to a higher NextID to start 
creating test tickets.  When I log in via mid-tier as a support staff member 
that actually created some of those templates, NONE appear under any of the 
support groups that they are defined for and that the account is a member of.  
So much for this thing being ready for production any time soon.

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 Larry Barnes
Sent: Tuesday, June 14, 2011 1:27 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 sp1 Incident Templates issue

**
I recently upgraded Remedy to ITSM 7.6.04 sp1 and I'm not able to view any of 
my incident templates using Mid-Tier.  I can see them all when using the client 
app so I know they were not deleted during the upgrade.  In each template the 
associated Authoring For Group information is the same.

If I open a new Change Management ticket, via Mid-Tier, I can see all available 
temples for this app.

Is anyone else having the same issue and or resolved it?

I'm running:

SQL
ARS 7.6.04 sp1
CMDB  7.6.04 sp1
ITMS  7.6.04 sp1
SRM  7.6.04 sp1


Thanks for looking,

Larry B.
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Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

That may well be it.. I am almost certain its https they are using. I know 
they use https and I recall having a discussion they have a http -- https 
redirection setup on the web server but since this is just my third day on 
site there, I am yet to come abreast with their full environment, and having 
not yet got network access, I am limited to information I get from our 
meetings, etc.


But I'm almost certain the client we tried in from was accessing the page 
using https. Have you got it working for clients using https?


If not is this some sort of a known issue with no resolution as yet?

I am beginning to doubt, based on your inputs, they do not have a fool proof 
https redirection procedure, so it may be their redirection that is 
modifying the URL causing the loss of the qualification part of the address 
or something..


Joe

-Original Message- 
From: Michael
Sent: Wednesday, June 29, 2011 2:56 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

We are on a Linux/Oracle installation, but we had something similar for our 
mid-tier users when we turned on HTTPS.  The report would open just fine, 
but it was always a blank white screen where the report should have been.


If this is for mid-tier, have you changed anything with http(s)?

Michael

On Tue, Jun 28, 2011 at 9:39 PM, Joe Martin D'Souza jdso...@shyle.net 
wrote:

**
We are on Windows 2008  MS SQL and tried this print icon that does open 
the
reporting window but doesn’t generate the report. A white window opens 
with
no contents showing 1 of blank space records. Yes I  had my customer 
click

on the record they want to print and I saw them do it on a data show.

Does this work – or has anyone else noticed a potential problem with this?

Joe
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_




--
Michael Hirst
University of Arizona,
UITS
520-621-0867 


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Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

2011-06-29 Thread strauss

I don't see a print icon on the Overview console, but I do see one on the 
Incident Console.  When I select an incident and click on it, I get a complex 
two-column report about the incident in a new window.  That has another printer 
icon, and clicking on that opens a third window that looks the same as the 
second, followed by a page selection dialog, then a Windows printer dialog.  
Then I can print the one sheet shown, but I get three out of the printer - I'll 
bet the damn thing is defined as A4 or some equally useless format, because 
even if I specifically select the Current page in the page dialog, I get three. 
 But it does print, and EVERY page I have open is https://.

This is IE 8 on Vista 32-bit.  The mid-tier and app are 7.6.04.01 on Win23K R2 
using tomcat 6.0.32.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Wednesday, June 29, 2011 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

That may well be it.. I am almost certain its https they are using. I know 
they use https and I recall having a discussion they have a http -- https 
redirection setup on the web server but since this is just my third day on 
site there, I am yet to come abreast with their full environment, and having 
not yet got network access, I am limited to information I get from our 
meetings, etc.

But I'm almost certain the client we tried in from was accessing the page 
using https. Have you got it working for clients using https?

If not is this some sort of a known issue with no resolution as yet?

I am beginning to doubt, based on your inputs, they do not have a fool proof 
https redirection procedure, so it may be their redirection that is 
modifying the URL causing the loss of the qualification part of the address 
or something..

Joe

-Original Message- 
From: Michael
Sent: Wednesday, June 29, 2011 2:56 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

We are on a Linux/Oracle installation, but we had something similar for our 
mid-tier users when we turned on HTTPS.  The report would open just fine, 
but it was always a blank white screen where the report should have been.

If this is for mid-tier, have you changed anything with http(s)?

Michael

On Tue, Jun 28, 2011 at 9:39 PM, Joe Martin D'Souza jdso...@shyle.net 
wrote:
 **
 We are on Windows 2008  MS SQL and tried this print icon that does open 
 the
 reporting window but doesn't generate the report. A white window opens 
 with
 no contents showing 1 of blank space records. Yes I  had my customer 
 click
 on the record they want to print and I saw them do it on a data show.

 Does this work - or has anyone else noticed a potential problem with this?

 Joe
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_



-- 
Michael Hirst
University of Arizona,
UITS
520-621-0867 

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Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

I don't know as yet which of the consoles it is as I am in the process of 
taking notes but you may be right..


The rest of your description sounds about right.. If I click on the second 
print icon on the blank white page it displays a error in a pop up that says 
something to the effect that no results were selected to be displayed.. 
There was a highlighted row and just to eliminate the chance that the table 
field didn’t have Select first, Fire no workflow, I made the user to click 
on the highlighted record so there would be a table click action..


Good to know it works so at least we know its not a product defect so I'll 
need to check what's going on our end..


When I have system access we could compare our results if you would be kind 
enough to volunteer to run quick comparisons on workflow logs..


Cheers

Joe

-Original Message- 
From: strauss
Sent: Wednesday, June 29, 2011 6:56 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

I don't see a print icon on the Overview console, but I do see one on the 
Incident Console.  When I select an incident and click on it, I get a 
complex two-column report about the incident in a new window.  That has 
another printer icon, and clicking on that opens a third window that looks 
the same as the second, followed by a page selection dialog, then a Windows 
printer dialog.  Then I can print the one sheet shown, but I get three out 
of the printer - I'll bet the damn thing is defined as A4 or some equally 
useless format, because even if I specifically select the Current page in 
the page dialog, I get three.  But it does print, and EVERY page I have open 
is https://.


This is IE 8 on Vista 32-bit.  The mid-tier and app are 7.6.04.01 on Win23K 
R2 using tomcat 6.0.32.


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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza

Sent: Wednesday, June 29, 2011 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

That may well be it.. I am almost certain its https they are using. I know
they use https and I recall having a discussion they have a http -- https
redirection setup on the web server but since this is just my third day on
site there, I am yet to come abreast with their full environment, and having
not yet got network access, I am limited to information I get from our
meetings, etc.

But I'm almost certain the client we tried in from was accessing the page
using https. Have you got it working for clients using https?

If not is this some sort of a known issue with no resolution as yet?

I am beginning to doubt, based on your inputs, they do not have a fool proof
https redirection procedure, so it may be their redirection that is
modifying the URL causing the loss of the qualification part of the address
or something..

Joe

-Original Message- 
From: Michael

Sent: Wednesday, June 29, 2011 2:56 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Print icon on the Overview Console of ARS / ITSM 7.6.04

We are on a Linux/Oracle installation, but we had something similar for our
mid-tier users when we turned on HTTPS.  The report would open just fine,
but it was always a blank white screen where the report should have been.

If this is for mid-tier, have you changed anything with http(s)?

Michael

On Tue, Jun 28, 2011 at 9:39 PM, Joe Martin D'Souza jdso...@shyle.net
wrote:

**
We are on Windows 2008  MS SQL and tried this print icon that does open
the
reporting window but doesn't generate the report. A white window opens
with
no contents showing 1 of blank space records. Yes I  had my customer
click
on the record they want to print and I saw them do it on a data show.

Does this work - or has anyone else noticed a potential problem with this?

Joe
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_




--
Michael Hirst
University of Arizona,
UITS
520-621-0867 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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7.6.04 Mid-Tier and SSO.

2011-06-29 Thread Randy Evans

I've got the white paper that describes SSO on the Mid-Tier and has 2 
examples of how to authenticate, one in C++ and the other In Java.   In 
the Java example it uses two imports


import com.remedy.arsys.session.Authenticator;
import com.remedy.arsys.session.UserCredentials;


which JAR are these in?   I've added all the ones in the API lib folder, 
looked through the documenation, I can pull up a 
com.remedy.arsys.session but then there are no methods or sub classes in 
it that are public.  I'm very new to Java programming so any clue would 
help.  Thanks


Randy

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Re: 7.6.04 Mid-Tier and SSO.

2011-06-29 Thread Easter, David

If you're on AR System 7.6.04, you may want to consider just using the built-in 
integration with Atrium SSO, depending on to which Enterprise SSO product 
you're integrating.  It may be that this has all been done for you.

To what are you integrating?

-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 Randy Evans
Sent: Wednesday, June 29, 2011 04:08 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 Mid-Tier and SSO.

I've got the white paper that describes SSO on the Mid-Tier and has 2 
examples of how to authenticate, one in C++ and the other In Java.   In 
the Java example it uses two imports

import com.remedy.arsys.session.Authenticator;
import com.remedy.arsys.session.UserCredentials;


which JAR are these in?   I've added all the ones in the API lib folder, 
looked through the documenation, I can pull up a 
com.remedy.arsys.session but then there are no methods or sub classes in 
it that are public.  I'm very new to Java programming so any clue would 
help.  Thanks

Randy

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Re: Data for Status History by using Microsoft SQL Server Management Studio