Resolved and very strange (Incident new and search windows not opening for some users, in ITSM 7.6.4)

[Remedy]

All,

 

This was a strange issue and resolution.

 

What the core issue was is that there was some bad data in the "AR:System
Searches Preferences" form.

 

What had happened is that there was a saved search (in incident) using a
report, however, the report was deleted. So it appears that when the
"Landing page" opens for incident search or new, the system opens (or looks)
at all the searches under "My Reports". So the bad report would not let the
incident search or new form open. So I looked at the report info in the form
and could not find it in the list of reports. When removed the report (there
was only one), it worked.

 

It took fiddler, user (pop-up) and  mid-tier logging, for BMC support to
find it, but they found the form that was causing the hang-up. After looking
around  I found the report.

 

I wonder if this was a bug, but this might be a feature. 

 

If anyone wants any other info on this, let me know.

 

Keep well and take care of your kidneys,

 

Howard

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, June 29, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident new and search windows not opening for some users, in
ITSM 7.6.4

 

** 

Howard,

I have seen similar issues where portions of a form will not display for a
user that have the correct permissions.  This issue also followed the user
login on any PC.  I found flushing the mid-tier cache resolved our issue.

 

Hope that helps

 

Todd Arner

Great Lakes

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, June 29, 2012 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Incident new and search windows not opening for some users, in ITSM
7.6.4

 

** 

Good morning, afternoon and evening all,

 

I have a strange issue (well most of mine are), with some users not able
open the incident search and new windows. 

 

I have verified that the users have the correct permissions (in fact I gave
one the same rights that I have) and yet some users when they go to incident
new or search the windows loading window comes up and just hangs.

 

Also in the logging the last Activelink action is "ActiveLink:
SHR:LHP:EventHandler_ReturnAnyOfTheseTerms - Fri Jun 29 2012 9:13:32 AM

False actions:" and it just hangs there. If I use my login (or another that
works) runs this activelink and then goes to the next action.

 

Its not a pc issue, since I can use my login and everything works great, but
if I use one of the users logins that have an issue the screen just hangs.
Also I have tried this on a couple of other PCs with no luck.

 

We have applied the latest hot fix to the mid-tiers and restarted them, with
no luck. BMC support has no idea what might be the issue as of now (webex
planned for later today), but I just wanted to see if anyone had seen
anything like this.

 

By the way the load window never times out.

 

Any ideas?

 

Happy Friday to all and take care of your kidneys,

 

Howard

 

  Description: Description: Cox Enterprises,
Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

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Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
 ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/

yourbadges.aspx

 

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Re: rrrChive with the CMDB

[Misi Mladoniczky]

Hi,

Sorry, I should have spotted this before...

The source server is set to DIR, meaning a directory with ARX-files, right?

I would suspect that the ARX-file uses the database names of the fields,
so you have to specify those in lieu of labels.

Please give us the first 5 lines of the ARX-file in question!

The error does not come from the AR Server, it comes from the
RRR|Chive-server-simulator parsing the ARX-file...

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

> Hi List,
>
> Trying to export CMDB data with rrrChive. Anyone tried or had issues with
> this?
>
> I have a qual: ('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET")
> AND ('400079600' = "BMC_COMPUTERSYSTEM")
>
> But I get this:
>
> ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
> qual=('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET") AND
> ('400079600' = "BMC_COMPUTERSYSTEM"))
>
>   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
>
>  ARStatusList: contains 1 messages
>
>   Number: ARERR 666001
>
>   Message: Could not find field.
>
>   Append: BMC.CORE:BMC_ComputerSystem:('Company' = "Bluechip") :Company
>
> I have tried with the field id too of: 11 but still the same.
>
> The field is on the join form of computer system. Is there a problem with
> joins and rrrChive?
>
> Anyway, just thought I would ask.
> Thanks
> Danny
>
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Re: Error when save form in 7.6.04 SP2

[Jason Miller]

Hi Mahmoud,

I have seen similar errors using Chrome.  Since Chrome is not a supported
browser I did not try to find a solution; just switched to a supported
browser.

Jason

On Sun, Jul 1, 2012 at 7:15 AM, Mahmoud Mahdy-Mohamed <
mahmoud.mahdy-moha...@vodafone.com> wrote:

> **
>
> Dears,
>
> Please help as I face the attached error when I try to modify any field
> value in the form and save it.
>
> ** **
>
> *Thanks,*
>
> *Best Regards,*
>
> * *
>
> *Mahmoud Mahdy Mohammed,PMP* | Business Process Automation*
> **Technology | Products & Services Delivery*
> *Phone:* +20(0)104999638 *
> Mail:* *mahmoud.mahdy-moha...@vodafone.com
> *
>
> ** **
>
>
> *
>
> The content of this document is classified as Vodafone Egypt S.A.E.
> Confidential and Proprietary Information.
>
> The recipient hereby is committed to hold in strict confidence the
> contents of this (e-mail, document, information) and not to disclose to any
> third party without the prior written consent of Vodafone Egypt S.A.E.
> Recipient will be held liable for any unauthorized disclosure.
>
> If you have received this message in error, please notify the sender by
> return e-mail and delete the message in its entirety, including any
> attachments.
>
> http://www.vodafone.com.eg
>
>
> *
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Re: rrrChive with the CMDB

[Ben Chernys]

Hi Misi,

The Request Id will be valid.  Just a Join request id.  Ie.  The char value 
"xxx|yyy|zzz" and generally 255 (or 254) in length.

The error is strange.  Remember that ARLoadARQualifierStruct() expects field 
labels - in the default or C locale (unless you set the local) between ticks - 
or field ids. (Meta-Update, Query and Delete can set locales and use field 
names by fixing qualifications before the call to ARLoadARQualifierStruct()).

If there are two "Company" labels you would get an error.  You should not get 
the error with the field id though.  And the text of the error is rather odd. 
I haven't looked up the number.  Display-Only fields do give errors - try it 
in the user tool.

Import to most joins are not a problem - as long as Workflow is NOT inhibited. 
Import with workflow inhibited causes no output.  It is the filters that must 
cause the output on a join.

Cheers
Ben

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: July-02-12 17:25
To: arslist@ARSLIST.ORG
Subject: Re: rrrChive with the CMDB

Hi,

I agree that the specific error message is strange.

I just call the ARLoadARQualifierStruct(), and apparently it returns the error 
in question.

Maybe it is a display-only-field? Maybe that should work anyway???

In theory, you should be able to export data from a join form to an ARX file, 
but the Request ID will not be handled fully, it will only store the first 
forms Request ID.

And you might not be able to import data from the ARX file. To import data to 
a join form, you would need to build workflow that submits/updates the data.

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

> Perhaps rrrChive isn't resolving the query properly and hence 'Company'
> isn't being converted into '12345'.
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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smime.p7s
Description: S/MIME cryptographic signature

BMC Support looking at Social Platforms

[Matt Laurenceau]

All,

Executives from BMC Support are considering unformal interactions using
social platforms.
They'd like to hear from you.

Please check out this
postfrom
DeWayne
McNally , and take
the survey .

Thanks,

~ Matt Laurenceau, BMC Software
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me at @Matt_L 
Skype: matt.laurenceau

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SRM Surveys

[Pierson, Shawn]

Good morning,

It looks like in SRM 7.7, the Survey functionality ignores the SRM Preferences 
form completely.  I had wanted to limit the surveys to only one company but it 
looks like that is impossible.  Does anyone have a solution for doing so other 
than creating some custom code?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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

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Re: rrrChive with the CMDB

[Misi Mladoniczky]

Hi,

I agree that the specific error message is strange.

I just call the ARLoadARQualifierStruct(), and apparently it returns the
error in question.

Maybe it is a display-only-field? Maybe that should work anyway???

In theory, you should be able to export data from a join form to an ARX
file, but the Request ID will not be handled fully, it will only store the
first forms Request ID.

And you might not be able to import data from the ARX file. To import data
to a join form, you would need to build workflow that submits/updates the
data.

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

> Perhaps rrrChive isn't resolving the query properly and hence 'Company'
> isn't being converted into '12345'.
>
> ___
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Re: rrrChive with the CMDB

[Misi Mladoniczky]

Hi,

Yes, it is easy enough, but you can not import to join form.

RRR|Chive is foremost a data transfer tool between forms and servers (and
since a couple of years also ARX files), and that is why this limitation
exists.

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

> Misi
>
> Why is it difficult to query a join form? I thought this was easy with
> the API; I'm sure I've done it before... but maybe I haven't.
>
>
> John
>
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rrrChive with the CMDB

[John Baker]

Perhaps rrrChive isn't resolving the query properly and hence 'Company'
isn't being converted into '12345'.

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Re: rrrChive with the CMDB

[Ben Chernys]

It's the same identical API call for any type of form.  Meta-Update does it
no problem.

Ben Chernys
Senior Software Architect
  

Canada / Deutschland
Mobile:  +49 171 380 2329    GMT + 1 + [ DST ]
Email:   Ben.Chernys_AT_softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor and out Freebies
Section for an ITSM 7.6.04 Forms and Fields spreadsheet.

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/  





-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: July-02-12 16:35
To: arslist@ARSLIST.ORG
Subject: rrrChive with the CMDB

Misi

Why is it difficult to query a join form? I thought this was easy with the
API; I'm sure I've done it before... but maybe I haven't.


John


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smime.p7s
Description: S/MIME cryptographic signature

rrrChive with the CMDB

[John Baker]

Misi

Why is it difficult to query a join form? I thought this was easy with
the API; I'm sure I've done it before... but maybe I haven't.


John

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Re: Error while installing BMC Atruim Core 7.6.04

[Arshad M]

Hi Mahmoud,

Make sure that no other service is running on tomcat's default port.


Thanks & Regards

Arshad Mahammad
-




 
 
 
Error while installing BMC Atruim Core 7.6.04
 
 
Mahmoud Mahdy-Mohamed
  to:
arslist  
 07/01/2012 03:25 PM 
 
 
 
 
Sent by: 
   "Action Request System discussion list(ARSList)"  

Please respond to arslist
 
 
 





**
Dears,
Please help as I face this error while  installing BMC Atruim Core 7.6.04,
I set the parameters required but I don’t know what is the problem.
Please help.


Thanks,
Best Regards,

Mahmoud Mahdy Mohammed,PMP | Business Process Automation
Technology | Products & Services Delivery
Phone: +20(0)104999638
Mail: mahmoud.mahdy-moha...@vodafone.com



*


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Re: IE 7 - ARS 7.6.04 midtier / tomcat 6.0.20 and 6.0.35

[Pat Zandi]

Good idea but we have done that, 
I think the security side or desktop hardening has messed it up

Sent from my iPhone

On Jul 1, 2012, at 23:26, patchsk  wrote:

> ** We have seen previously in IE if you just click delete in internet options 
> for deleting cache, it won't always work.
> The consistent solution is actually to go to the folder where temporary files 
> are stored(click view files in ie options window) and then select all the 
> file or just remedy midtier related files and then  delete them manually.
> The path is something like this: 
> C:\Users\xyz\AppData\Local\Microsoft\Windows\Temporary Internet Files
> 
> On Friday, June 29, 2012 12:17:45 PM UTC-7, patrick zandi wrote:
> ** I have a customer with an old IE 7.0.5730  -- 
> she gets an error, We have cleared the browser cache, the server cache, and 
> did all we can.. Error is the following::
> She gets the front screen, and then logs in, which works.. then.. Wham blank 
> screen.. 
> here are the errors
> 
> Line 7 
> char 77
> error object expected 
> code 0
> 
> 
> -- Anyone ?
> 
> -- 
> Patrick Zandi
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
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Re: rrrChive with the CMDB

[Misi Mladoniczky]

Hi,

RRR|Chive is designed to work with Regular forms only. Join forms does not
work.

Loading the qualifier should work though, so problems would come later.

We have no plans of adding join form functionality to RRR|Chive, as it is
a low level data transfer tool, and a join form always brings it data from
one or more regular forms.

The solution would be as Carl suggests - go for the core form instead.

I guess there should be an earlier check and ERROR about join forms in
RRR|Chive though...

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* 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 Danny,
> have you tried on the Base Element form (same for Base Relationship)?
>
> I would think you would have issues with importing to the join.
>
> Cheers
> Carl
>
> http://www.missingpiecessoftware.com/
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
> Sent: 02 July 2012 11:33
> To: arslist@ARSLIST.ORG
> Subject: rrrChive with the CMDB
>
> Hi List,
>
> Trying to export CMDB data with rrrChive. Anyone tried or had issues with
> this?
>
> I have a qual: ('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET")
> AND ('400079600' = "BMC_COMPUTERSYSTEM")
>
> But I get this:
>
> ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
> qual=('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET") AND
> ('400079600' = "BMC_COMPUTERSYSTEM"))
>
>   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
>
>  ARStatusList: contains 1 messages
>
>   Number: ARERR 666001
>
>   Message: Could not find field.
>
>   Append: BMC.CORE:BMC_ComputerSystem:('Company' = "Bluechip") :Company
>
> I have tried with the field id too of: 11 but still the same.
>
> The field is on the join form of computer system. Is there a problem with
> joins and rrrChive?
>
> Anyway, just thought I would ask.
> Thanks
> Danny
>
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ADM:Timing Test Please Ignore

[Daniel Bloom]

7:21am EST


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Re: rrrChive with the CMDB

[Carl Wilson]

Hi Danny,
have you tried on the Base Element form (same for Base Relationship)?

I would think you would have issues with importing to the join.

Cheers
Carl

http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: 02 July 2012 11:33
To: arslist@ARSLIST.ORG
Subject: rrrChive with the CMDB

Hi List,

Trying to export CMDB data with rrrChive. Anyone tried or had issues with
this?

I have a qual: ('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET")
AND ('400079600' = "BMC_COMPUTERSYSTEM")

But I get this:

ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
qual=('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET") AND
('400079600' = "BMC_COMPUTERSYSTEM"))

  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details

 ARStatusList: contains 1 messages

  Number: ARERR 666001

  Message: Could not find field.

  Append: BMC.CORE:BMC_ComputerSystem:('Company' = "Bluechip") :Company

I have tried with the field id too of: 11 but still the same.

The field is on the join form of computer system. Is there a problem with
joins and rrrChive?

Anyway, just thought I would ask.
Thanks
Danny

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rrrChive with the CMDB

[Danny Kellett]

Hi List,

Trying to export CMDB data with rrrChive. Anyone tried or had issues with
this?

I have a qual: ('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET")
AND ('400079600' = "BMC_COMPUTERSYSTEM")

But I get this:

ARLoadARQualifierStruct(server=DIR, form=BMC.CORE:BMC_ComputerSystem,
qual=('Company' = "Bluechip") AND ('400127400' = "BMC.ASSET") AND
('400079600' = "BMC_COMPUTERSYSTEM"))

  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details

 ARStatusList: contains 1 messages

  Number: ARERR 666001

  Message: Could not find field.

  Append: BMC.CORE:BMC_ComputerSystem:('Company' = "Bluechip") :Company

I have tried with the field id too of: 11 but still the same.

The field is on the join form of computer system. Is there a problem with
joins and rrrChive?

Anyway, just thought I would ask.
Thanks
Danny

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Re: ADV: WWRUG paper deadline and discount extended

[Jose Huerta]

I tell you what are we celebrating at Spain. WE ARE THE CHAMPIONS OF
EUROPE!!!.

Not too many things to celebrate here... So it's good to have something!!!

Jose M. Huerta
Project Manager**

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

 

SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

  
  
 

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On Fri, Jun 29, 2012 at 8:56 PM, Daniel Bloom wrote:

> **
>
> Lucky listers, BMC requested a week extension on the deadlines because
> they are just sending out the 
>
> Email blast to all customers and putting the banner up on their web site
> sometime next week (we hope).
>
> Déjà vu, happened last year too.
>
> ** **
>
> So, you now have until Monday July 9th for the current discounted rate
> AND to get those papers in.
>
> ** **
>
> Phil says he has received a record number of good ones, but not some of
> the ones he was told to expect,
>
> So whoever you are out there, only 9 more days to procrastinate, and then
> get that paper in!
>
> ** **
>
> [this seemed right for a Friday].
>
> ** **
>
> Happy Canada Day Weekend, and Happy 4th of July to our friends mostly to
> the South, and Happy .
>
> We know what that is in Italy, or Little Italy in Toronto J Once again I
> had to wash and retire my England shirt for two more years. 
>
> ** **
>
> Daniel
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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