Re: Scheduled AR System Report

[Rob van Eerd]

Hi,

It depends on the platform.
I personally have used (and still using) several options (running on a 
Unix/Linux environment):
Create a shell (or Perl) script that executes the "runmacro" command and have 
it executed by the crontab (Operating System Scheduler) or create an Escalation 
to fire the script using the "runprocess" action.

From within the script you can do a lot of things (Perl being able to do a lot 
more), but if you just want plain csv, record a macro and use "Export to File" 
(obviously of type CSV).

If needed, I can provide more details, just let me know.

Regards,
Rob.

ps. On rare occasions, I also used plain SQL, but that's only for specific 
situations.

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Re: Create CI from Change form?

[patchsk]

The idea is most of the CIs in general are created using automated methods 
like discovery and aie jobs instead of manual creation of CIs.
My understanding is  since it needs reconciliation jobs to complete CI 
creation, creating CIs  should be minimized during the business hrs.
The search button allows you to search existing CIs and relate them to the 
change tkt. 
In 7.6.03 and upwards there are a few options. 
Unfortunately I do not have access to a 7.5 environment but you can verify 
the following:

1.Upon clicking search button on relationship screen for request type 
option of configuration item, it opens a CI search screen. On that screen 
below the table field there is an Explore CI  button. You can click that to 
open atrium explorer which you can use to create new CIs.
2. In the Change Mgmt console in the Advanced functions there is menu 
button for Manage CIs.
3. Optionally you can write custom code to display a button to open Atrium 
Explorer. Should be an easy task.

On Tuesday, September 4, 2012 6:36:28 PM UTC-7, Charlie Wilson wrote:
>
> Change Management 7.5, Change form, Relationships tabbed page, Request 
> Type field. When we choose Configuration Item from the field then the 
> Create button is disabled. We can only use the Search button. Can someone 
> give me a tip on what is needed for the user to be able to use the Create 
> button from the Change form? We have the ability to make changes and add CI 
> to the CMDB from other user interfaces. It would be nice if we could do 
> this from the Change form UI as well. Thanks much. 
>
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Create CI from Change form?

[Charlie Wilson]

Change Management 7.5, Change form, Relationships tabbed page, Request Type 
field. When we choose Configuration Item from the field then the Create button 
is disabled. We can only use the Search button. Can someone give me a tip on 
what is needed for the user to be able to use the Create button from the Change 
form? We have the ability to make changes and add CI to the CMDB from other 
user interfaces. It would be nice if we could do this from the Change form UI 
as well. Thanks much.

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Signature Escalation Notifications for OOB Approval Processes

[David Ratcliffe]

Listers,

I have been lurking on this list for years, and have a question that searching 
hasn't been able to answer.  I'm creating signature notifications for OOB ITSM 
approval processes, and want to use the Workflow option on the Details tab of 
AP:Notification to trigger a custom email notification in SYS:Notification.  I 
see the filter in the AP:Notify group that gets created by the system, and see 
that the escalation is updating the Detail/Signature join form for SRM, however 
I missing which piece of workflow should trigger the email notification.  No 
emails are being sent.  

Any help will be greatly appreciated.  

 
David Ratcliffe
dratcliff...@gmail.com




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Re: New Install of 7.6.03

[Grooms, Frederick W]

You say New Install and this is your production version.  Did you enter the 
path of your current ARS setup (Is there a current ARS on the server)?

If you enter the path of a current ARS setup the installer will read the data 
there and try to populate the prompts in the install for you.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Gajic
Sent: Monday, September 03, 2012 12:41 AM
To: arslist@ARSLIST.ORG
Subject: New Install of 7.6.03

** 
Hi everyone!

I am building a brand new instance of Remedy 7.6.03 (as this is our current 
production version) and I am getting an error very early on when installing AR 
7.6.03. Oh some versions first;

Windows server 2008 R2 Enterprise
Database is SQL 2008 but irrelevant because I haven't got that far yet.

So the error I get (there has been no user input here besides naming a 
directory to install too, accepting licence agreement, custom setup, installing 
all components except mid-tier and full text



Remember though I haven't had a chance to enter any of the info in the error 
message.. Any thoughts?

Regards
Rob Gajic
Lockheed Martin

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Re: New Install of 7.6.03

[Michael Latham]

Rob - I don't see your screen capture.

Date: Tue, 4 Sep 2012 18:02:39 -0400
From: lrguar...@yahoo.com
Subject: Re: New Install of 7.6.03
To: arslist@ARSLIST.ORG

**
So you are saying you haven't entered the host name?

P
On Sep 3, 2012, at 1:40 AM, Robert Gajic  wrote:

**








Hi everyone!
 
I am building a brand new instance of Remedy 7.6.03 (as this is our current 
production version) and I am getting an error very early on when installing AR 
7.6.03. Oh some versions first;
 
Windows server 2008 R2 Enterprise
Database is SQL 2008 but irrelevant because I haven’t got that far yet.
 
So the error I get (there has been no user input here besides naming a 
directory to install too, accepting licence agreement, custom setup, installing 
all components except mid-tier and full text
 

 
Remember though I haven’t had a chance to enter any of the info in the error 
message.. Any thoughts?
 
Regards
Rob Gajic
Lockheed Martin




This message is intended only for the use of the intended recipient(s) If you 
are not an intended recipient, you are hereby notified that any use, 
dissemination, disclosure or copying of this communication is strictly
 prohibited. If you have received this communication in error please destroy 
all copies of this message and its attachments and notify the sender immediately




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Scheduled AR System Report

[Ray Palla]

All;

 

I know there are several tools for scheduling and writing reports, however
we are currently confined to the OOB Remedy AR System reports.  Here's the
question.  has anyone found a reasonable method to auto-generate an AR
System report, pipe it to a .CSV file, and then attach it to an email at a
scheduled time.

 

R

 


Ray Palla
Sr. IT/Remedy Consultant 

Description: http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg

Description: D:\INSONA\Graphics\Logos\INSONA-Logo.jpg



Mobile: 512-917-1739
Time Zone: Central

Email:   ray.pa...@insona.com
Description: http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif
 Professional Profile

  INSONA Corporation
1201 Berry Lane
 
Georgetown, TX

78626-3832 USA
Infrastructure Solutions - Network Applications 


 



 


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<><><>

Re: HTML populated but not Plain Text Body

[Grooms, Frederick W]

It sounds like there is something in the HTML email that is preventing the 
Email Engine from completing the task and pushing the HTML body to the plain 
Text body

Check a couple of instances in the AR System Email Messages form and see if 
there is anything special about those emails (Something like a character 
set...) 
The complete email source should be in the Advanced -> Attachment Alternative 
-> Email attachment

Also see if the plain text attachment is there.  If the plain text attachment 
is there you could use that in a filter to populate the Plain Text body field.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, September 04, 2012 4:14 PM
To: arslist@ARSLIST.ORG
Subject: HTML populated but not Plain Text Body

** 
Hi All,

I am sure this comes up from time to time. HTML formatted email is sent to the 
Email Engine. In the AR System Email Messages for the HTML Body/Content gets 
populated but the Plain Text Body/Content does not get populated.

When the email is received I in the ARS Email Messages form, the contents gets 
pushed to a customer Email form so that users can read the email. In the push 
field I include the Plain Text Body but not the HTML. So if the ARS Email 
Message Plain Text is not populated, this is blank in the in the custom form.

ARS 6.3 patch 20
SunOS 5.9
Oracle 9.2

Any thoughts on how to get around this would be appreciated.

Thanks
Mark


Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360

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Re: driver.exe, row counts...

[Michael Latham]

I am TARDY for the PARTY but Yeah Danny you are correct:
 select * from some_table where rownum <= (some number you specify goes here)

Thanks For Letting Me Speak,
Mike

> Date: Fri, 31 Aug 2012 18:29:17 +0200
> From: danny.kell...@strategicworkflow.com
> Subject: Re: driver.exe, row counts...
> To: arslist@ARSLIST.ORG
> 
> Does it use rownum? I think that's how you do it via SQL if I remember 
> correctly
> 
> On 30 Aug 2012, at 17:04, "Longwing, LJ CTR MDA/IC"  
> wrote:
> 
> > Yes...SQL...I'm curious how it handles the same situation in Oracle...
> > 
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
> > Sent: Thursday, August 30, 2012 8:26 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: driver.exe, row counts...
> > 
> > One thing to remember ... Oracle does not support TOP, so I didn't think 
> > Remedy would be using it.  (Is your example from the SQL log on the server?)
> > 
> > Fred
> > 
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> > Sent: Thursday, August 30, 2012 7:50 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: driver.exe, row counts...
> > 
> > Misi,
> > I tend to agree with you, but in the last several years I found MANY things 
> > that the Remedy server does poorly...I'll give you an example.
> > 
> > You need to get the sum of a particular table column via filter with the 
> > default server side table chunk of 1000, and you have 200,000 records in 
> > the table.
> > 
> > Issuing a SELECT SUM(COLUMN) FROM TABLE WHERE QUALIFICATION returns the 
> > result in sub second.
> > 
> > If you however do a set-field COLSUM(COLUMN), it's interesting to watch the 
> > Remedy server do its thing and how it does itaccording to the docs, the 
> > server side table chunk size is used to manage memory, but in this 
> > situation it actually causes NO memory savings, and causes the entire 
> > process to take WAYYY T long...basically what it does is
> > 
> > SELECT TOP 1001 C1, C2, C3, etc FROM TABLE WHERE QUALIFICATION
> > 
> > Where C1-x are the columns in the table.  Then it determines that there are 
> > more records than that, so it adds 1000 to the select
> > 
> > SELECT TOP 2001 C1, C2, C3, etc FROM TABLE WHERE QUALIFICATION
> > 
> > Again, determining that it needs more records
> > 
> > Etc
> > 
> > It continues issuing queries until the 'top' is high enough to select all 
> > of the records, each subsequent select taking more time than the last.  I 
> > have seen this process take over 10 minutes with a single transaction in a 
> > custom system I was working on at the time.  Converting COLSUM set-field 
> > calls to SELECT SUM calls greatly enhanced the performance and scalability 
> > of the process.
> > 
> > I agree with you that things should be done 'inside' the Remedy framework 
> > where that doesn't significantly impact performance of the process, but I 
> > have come across countless situations in the last several years that pushed 
> > Remedy beyond its boundaries and needed 'help' from other methods of doing 
> > things to get them done properly.  In fact I'm presenting one of those @ 
> > RUG this year :)
> > 
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> > Sent: Wednesday, August 29, 2012 10:14 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: driver.exe, row counts...
> > 
> > Hi,
> > 
> > Well, this particular code might very well work across databases.
> > 
> > The other main concern with Direct SQL is that it is untraceable by the AR 
> > System. The AR System does not understand what you are doing, and you can 
> > not use AR tools to trace and analyze it in the same way as other workflow.
> > 
> > Then we have the issue of going straight at the T-tables, and other things 
> > related to datatype-conversion for timestamps, enum-values
> > 
> > You will also be bypassing permissions.
> > 
> > I am convinced that using the ARAPI and the provided AR-workflow-actions is 
> > worth some effort in lieu of direct SQL. Even if it would mean some small 
> > performance hit.
> > 
> > In this specific case, it much depends on the nomber of records in the 
> > table.
> > 
> >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.
> > 
> > -Original Message-
> >>> It might be faster, but it is direct SQL and may not work on any 
> >>> database...
> >> 
>  select count(*) from HPD_Help_Desk
> >> 
> >> Does Remedy support a datab

Re: New Install of 7.6.03

[Lou]

So you are saying you haven't entered the host name?

P

On Sep 3, 2012, at 1:40 AM, Robert Gajic  wrote:

> **
> Hi everyone!
>  
> I am building a brand new instance of Remedy 7.6.03 (as this is our current 
> production version) and I am getting an error very early on when installing 
> AR 7.6.03. Oh some versions first;
>  
> Windows server 2008 R2 Enterprise
> Database is SQL 2008 but irrelevant because I haven’t got that far yet.
>  
> So the error I get (there has been no user input here besides naming a 
> directory to install too, accepting licence agreement, custom setup, 
> installing all components except mid-tier and full text
>  
> 
>  
> Remember though I haven’t had a chance to enter any of the info in the error 
> message.. Any thoughts?
>  
> Regards
> Rob Gajic
> Lockheed Martin
> 
> This message is intended only for the use of the intended recipient(s) If you 
> are not an intended recipient, you are hereby notified that any use, 
> dissemination, disclosure or copying of this communication is strictly 
> prohibited. If you have received this communication in error please destroy 
> all copies of this message and its attachments and notify the sender 
> immediately
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: HTML populated but not Plain Text Body

[Jose Manuel Huerta Guillén]

You can solve it adding a filter.

I recommend to add a display only field at the custom form to load the HTML
version. Modify your PUSH action to include this new field. Then at submit
the first field can be a filter with qualification:  plain text field is
null
and a set action that copy the content of the HTML formatted mail. If you
want to process the email and remove the HTML tags, you can use the regular
expressions plugin https://communities.bmc.com/communities/thread/53307. At
the docs there is an example that does it.


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 4, 2012 at 11:13 PM, Brittain, Mark wrote:

> **
>
> Hi All,
>
> ** **
>
> I am sure this comes up from time to time. HTML formatted email is sent to
> the Email Engine. In the AR System Email Messages for the HTML Body/Content
> gets populated but the Plain Text Body/Content does not get populated.
>
> ** **
>
> When the email is received I in the ARS Email Messages form, the contents
> gets pushed to a customer Email form so that users can read the email. In
> the push field I include the Plain Text Body but not the HTML. So if the
> ARS Email Message Plain Text is not populated, this is blank in the in the
> custom form.
>
> ** **
>
> ARS 6.3 patch 20
>
> SunOS 5.9
>
> Oracle 9.2
>
> ** **
>
> Any thoughts on how to get around this would be appreciated.
>
> ** **
>
> Thanks
>
> Mark
>
> ** **
>
> ** **
>
> *Mark Brittain*
>
> Remedy Developer
>
> ITILv3 Foundation
>
> *NaviSite – **A Time Warner Cable Company*
>
> mbritt...@navisite.com
>
> Office: 315-453-2912 x5335
>
> Mobile: 315-882.5360
>
> ** **
>
> --
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained
> herein, to anyone other than the intended recipient is prohibited.
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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HTML populated but not Plain Text Body

[Brittain, Mark]

Hi All,

I am sure this comes up from time to time. HTML formatted email is sent to the 
Email Engine. In the AR System Email Messages for the HTML Body/Content gets 
populated but the Plain Text Body/Content does not get populated.

When the email is received I in the ARS Email Messages form, the contents gets 
pushed to a customer Email form so that users can read the email. In the push 
field I include the Plain Text Body but not the HTML. So if the ARS Email 
Message Plain Text is not populated, this is blank in the in the custom form.

ARS 6.3 patch 20
SunOS 5.9
Oracle 9.2

Any thoughts on how to get around this would be appreciated.

Thanks
Mark


Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: unqualified searches

[Jim Coryat (jcoryat)]

What we found was on an Oracle server is that it would get all the rows of the 
query and then return the first X in the list limit.  This really didn't 
resolve the issue on the server side.  After moving to MSSQL and looking at the 
SQL that ARServer generates, it uses the TOP statement with the list limit, so 
this is limited on the database and those extraneous rows are never sent to the 
AR server.

We have two AR servers, one is used for user connections, the other is for 
AIE\CMDB\Bulk Updates.  For the user facing server we allow unqualified 
searches, but limit the rows to 3000.  This has proven to be a suitable middle 
ground and we haven't had much of an issue with poorly formed queries.  The 
other backend type server, we don't limit it in either regard.

Jim Coryat
Senior Software Engineer
Micron Technology Inc.

From: Saji Philip [mailto:sphili...@gmail.com]
Sent: Wednesday, August 29, 2012 6:07 PM
Subject: Re: unqualified searches

**

Hello Paul,

There are ways around the "unqualified search" issues as you hit upon.  
Personally, in our org we found unqualified searches caused degradation in our 
performance and at times locking up the mid-tier.

To solve our problem our admin has put in a get list limit.  But we also have 
disallowed unqualified searches.
On Aug 8, 2012 1:54 PM, "Hodgdon, Paul" 
mailto:paul.hodg...@unh.edu>> wrote:
**
Is there any harm in allowing unqualified searches in a production environment. 
 We had been told that we should disallow this for production, but we are 
finding that in order to leverage some of the reporting capabilities 
(dynamically choosing parameters such as groups) this option is prohibiting 
this.  In essence this really isn't doing much as a user can do a search where 
incident number is not null.
-Paul


IT Accounts & Remedy Administration Manager
University of New Hampshire
Client Services
Primary: (603) 862-2377
Alternate: (603) 862-4242
paul.hodg...@unh.edu
http://accounts.unh.edu

The information transmitted in this e-mail, including attachments, is intended 
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taking any action or other use thereof, by anyone other than the intended 
recipient, is prohibited.  Responses to this e-mail must not include any 
restricted or sensitive information.  If you received this in error, please 
contact the sender and destroy any copies of this message, including any 
attachments.

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Re: alerts to multiple users

[Goodall, Andrew C]

Thanks Guys!

Regards,
 
Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Tuesday, September 04, 2012 12:53 PM
To: arslist@arslist.org
Subject: Re: alerts to multiple users

Hi,

Yes, you use Carriage Return.

It is important that no extra space is appended to the end of each user-name.

You can specify one of these:
- LoginName
- GroupName
- EmailAddress
- * (which will send an alert to all logged in users)

You can specify email addresses with comma, in which one email will be
sent with all addresses on the To-line. If you use CR, multiple emails
will be sent. If you use comma like that, you have to make sure not to
cross the 254 character maximum length for the To-field...

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.

> I believe a Carriage Return is used when you are using user logins (! User
> login per line)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
> Sent: Tuesday, September 04, 2012 11:52 AM
> To: arslist@ARSLIST.ORG
> Subject: alerts to multiple users
>
> **
> What is the correct syntax in a notify action (alert) to send to multiple
> users?
> I've tried semi-colon, comma and space - but none work, it seems to be
> treating it as one user account?
>
> I've tried:
> User: user1, user2
> User: user1 user2
> User: user1; user2
>
> Only seems to work when I have one user listed.
>
> Regards,
>  
> Andrew C. Goodall
> Software Engineer
> Development Services
> ago...@jcpenney.com
> jcpenney
> 6501 Legacy Drive
> Plano, TX 75024
> jcp.com
>
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material.  If the reader of this message is not the intended recipient,
you are hereby notified that your access is unauthorized, and any review,
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Re: alerts to multiple users

[Misi Mladoniczky]

Hi,

Yes, you use Carriage Return.

It is important that no extra space is appended to the end of each user-name.

You can specify one of these:
- LoginName
- GroupName
- EmailAddress
- * (which will send an alert to all logged in users)

You can specify email addresses with comma, in which one email will be
sent with all addresses on the To-line. If you use CR, multiple emails
will be sent. If you use comma like that, you have to make sure not to
cross the 254 character maximum length for the To-field...

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.

> I believe a Carriage Return is used when you are using user logins (! User
> login per line)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
> Sent: Tuesday, September 04, 2012 11:52 AM
> To: arslist@ARSLIST.ORG
> Subject: alerts to multiple users
>
> **
> What is the correct syntax in a notify action (alert) to send to multiple
> users?
> I've tried semi-colon, comma and space - but none work, it seems to be
> treating it as one user account?
>
> I've tried:
> User: user1, user2
> User: user1 user2
> User: user1; user2
>
> Only seems to work when I have one user listed.
>
> Regards,
>  
> Andrew C. Goodall
> Software Engineer
> Development Services
> ago...@jcpenney.com
> jcpenney
> 6501 Legacy Drive
> Plano, TX 75024
> jcp.com
>
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Re: alerts to multiple users

[Grooms, Frederick W]

I believe a Carriage Return is used when you are using user logins (! User 
login per line)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Tuesday, September 04, 2012 11:52 AM
To: arslist@ARSLIST.ORG
Subject: alerts to multiple users

** 
What is the correct syntax in a notify action (alert) to send to multiple users?
I've tried semi-colon, comma and space - but none work, it seems to be treating 
it as one user account?

I've tried:
User: user1, user2
User: user1 user2
User: user1; user2

Only seems to work when I have one user listed.

Regards,
 
Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com

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alerts to multiple users

[Goodall, Andrew C]

What is the correct syntax in a notify action (alert) to send to
multiple users?

I've tried semi-colon, comma and space - but none work, it seems to be
treating it as one user account?

 

I've tried:

User: user1, user2

User: user1 user2

User: user1; user2

 

Only seems to work when I have one user listed.

 

Regards,

 

Andrew C. Goodall

Software Engineer

Development Services

ago...@jcpenney.com

jcpenney

6501 Legacy Drive

Plano, TX 75024

jcp.com

 

The information transmitted is intended 
only for the person or entity to which it is addressed and may contain 
confidential and/or privileged material. If the reader of this message is not 
the intendedrecipient, you are hereby notified that your access is 
unauthorized, and any review, dissemination,distribution or copying of this 
message including any attachments is strictly prohibited. If you are notthe 
intended recipient, please contact the sender and delete the material from any 
computer.

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Overlays won't import due to mis-matched Custom tab field IDs

[Julie Sellers]

Environment Source:  ARS+AtriumCore+AsstMgmt v7604 sp2

 Windows 2008 w/SQL 2008
                 [all 64 bit]
Environment Destination:  ARS+AtriumCore+AsstMgmt v7604 sp3

          Windows 2008 w/SQL 2008
                          [all 64 bit]
We created a few new attributes in the Source, assigned a $\NULL$ menu 
to several OOTB attributes and ran SyncUI.
We duplicated the effort on the Destination server before importing the 
overlays of the modified AST forms.
None of the overlays would import. 
SyncUI on the Destination server created some of the custom tabs with 
different field IDs as well as rearranging the location of several of
the attributes. 
For example, on the Source the tab was 'custom2'...while on the Destination
the tab was 'custom117'...where the attributes were the same.
So instead of the usual 'custom0', 'custom1', 'custom2', etc.
I have 'custom0', 'custom1', 'custom138', 'custom139', 'custom140' or on
one I have only 'custom171', 'custom172', 'custom173'.
Anyone else seen this issue of mis-matched tab field IDs or the fields being
on different tabs (i.e., 'newattribute' on 'custom4' on Source, on 'custom5' 
on Destination)? And if so, how did you handle it? I just recreated my overlays.
Thx, Julie

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Re: [EXTERNAL] Re: Rights to "Kill someone else's Sessions"

[Misi Mladoniczky]

Hi,

If your user jumps between two Mid-Tiers, this would be considered two
machines.

If you login to Mid-Tier and ARUser at the same time, it would be two
machines...

If you run ARUser and an API-program from the same machine you are fine.

The question is what happens with SRM-user who log in to Mid-Tier for
other things. Would this be considered the same machine? How is your
infrastructure set up?

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.

> The message we get on our ITSM 7.6.04 SP2 on Remedy 7.6.04 installation
> when a user goes to log in and there is already an existing session is
> "User is currently connected from another machine. (ARERR 9093)  Do you
> wish to override?" The user clicks OK and it kills the initial session and
> logs them in.  However, this is the message our Support Staff who log in
> to ITSM via the MT see - we didn't implement SRM.  So for all I know, the
> rules in SRM are completely different.
>
> What type of license do SRM end users get?  Doug Mueller says this in an
> old post:  "Users who are Administrators (with a Fixed license and members
> of the Administrator group) AND
> Users who are Restricted Read users
>
> can log in from multiple machines simultaneously.
>
> All other users are restricted to be logged in from one machine (can be
> multiple tools) at a time."
>
> What that doesn't tell me is whether only users with Floating licenses get
> the session override message mentioned above.
>
> Thanks,
>
> Natalie Stroud
> SAIC @ Sandia National Laboratories
> ARS-ITSM Tester
> Albuquerque, NM USA
> nkst...@sandia.gov
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Monday, September 03, 2012 1:07 AM
> To: arslist@ARSLIST.ORG
> Subject: [EXTERNAL] Re: Rights to "Kill someone else's Sessions"
>
> Hi,
>
> I don't know for SRM specifically, but a user should be able to override
> any existing connection. At least once. A special prompt to allow this
> should be shown to the user.
>
> Something in the SRM implementation might be lacking here 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,
>>
>> We're running SRM 7.6.00 on a BMC Remedy 7.5 environment.
>> Due to network related issues, our Servicedesk is confronted with SRM
>> End-users who have disconnected / lost / runaway sessions and hence
>> cannot login as they "are already logged on from somewhere else".
>> They could wait until the session expires, but I guess we all know,
>> users are impatient ;-) I know, If we could solve our network issues,
>> these situations would be reduced to a minimum, but that's out of my
>> control and I've been told this could take a very long time.
>>
>> Question is:
>> Is it possible and if so what rights can I give our Servicedesk
>> Personel so they, after proper verification, can kill the complaining
>> end-user's sessions?
>>
>> Regards,
>> Rob
>>
>> Ps. To help the end-user's quickly, the Servicedesk does not want the
>> delay of calling the Admins (if available) to kill the sessions for
>> them.
>> _
>> Rob van Eerd | Capgemini | Netherlands, Utrecht IT Managed Solutions |
>> Division ITS
>> E-Mail: rob.van.e...@capgemini.com
>> Office: +31306894641 / Mob: +615030666 /
>> www.capgemini.com
>>
>> [BMC_Education_Certified_Admin_BMC Remedy AR System
>> 7604_small][togaf9-certified_E-Mail-Signature]
>> [cid:image003.gif@01CD89A7.F7CCF2C0]People matter, results count.
>> _
>> Capgemini is a trading name used by the Capgemini Group of companies
>> which includes Capgemini "Netherlands", a company registered in
>> "Netherlands"
>> whose registered office is at "Papendorpseweg 100, Utrecht".
>>
>> [cid:image004.gif@01CD89A7.F7CCF2C0]
>>
>>
>>
>>
>>
>>
>>
>> This message contains information that may be privileged or
>> confidential and is the property of the Capgemini Group. It is
>> intended only for the person to whom it is addressed. If you are not
>> the intended recipient, you are not authorized to read, print, retain,
>> copy, disseminate, distribute, or use this message or any part
>> thereof. If you receive this message in error, please notify the
>> sender immediately and delete all copies of

Re: [EXTERNAL] Re: Rights to "Kill someone else's Sessions"

[Stroud, Natalie K]

The message we get on our ITSM 7.6.04 SP2 on Remedy 7.6.04 installation when a 
user goes to log in and there is already an existing session is "User is 
currently connected from another machine. (ARERR 9093)  Do you wish to 
override?" The user clicks OK and it kills the initial session and logs them 
in.  However, this is the message our Support Staff who log in to ITSM via the 
MT see - we didn't implement SRM.  So for all I know, the rules in SRM are 
completely different.

What type of license do SRM end users get?  Doug Mueller says this in an old 
post:  "Users who are Administrators (with a Fixed license and members of the 
Administrator group) AND
Users who are Restricted Read users

can log in from multiple machines simultaneously.

All other users are restricted to be logged in from one machine (can be 
multiple tools) at a time."

What that doesn't tell me is whether only users with Floating licenses get the 
session override message mentioned above. 

Thanks,

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, September 03, 2012 1:07 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Rights to "Kill someone else's Sessions"

Hi,

I don't know for SRM specifically, but a user should be able to override any 
existing connection. At least once. A special prompt to allow this should be 
shown to the user.

Something in the SRM implementation might be lacking here 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,
>
> We're running SRM 7.6.00 on a BMC Remedy 7.5 environment.
> Due to network related issues, our Servicedesk is confronted with SRM 
> End-users who have disconnected / lost / runaway sessions and hence 
> cannot login as they "are already logged on from somewhere else".
> They could wait until the session expires, but I guess we all know, 
> users are impatient ;-) I know, If we could solve our network issues, 
> these situations would be reduced to a minimum, but that's out of my 
> control and I've been told this could take a very long time.
>
> Question is:
> Is it possible and if so what rights can I give our Servicedesk 
> Personel so they, after proper verification, can kill the complaining 
> end-user's sessions?
>
> Regards,
> Rob
>
> Ps. To help the end-user's quickly, the Servicedesk does not want the 
> delay of calling the Admins (if available) to kill the sessions for them.
> _
> Rob van Eerd | Capgemini | Netherlands, Utrecht IT Managed Solutions | 
> Division ITS
> E-Mail: rob.van.e...@capgemini.com
> Office: +31306894641 / Mob: +615030666 / 
> www.capgemini.com
>
> [BMC_Education_Certified_Admin_BMC Remedy AR System 
> 7604_small][togaf9-certified_E-Mail-Signature]
> [cid:image003.gif@01CD89A7.F7CCF2C0]People matter, results count.
> _
> Capgemini is a trading name used by the Capgemini Group of companies 
> which includes Capgemini "Netherlands", a company registered in "Netherlands"
> whose registered office is at "Papendorpseweg 100, Utrecht".
>
> [cid:image004.gif@01CD89A7.F7CCF2C0]
>
>
>
>
>
>
>
> This message contains information that may be privileged or 
> confidential and is the property of the Capgemini Group. It is 
> intended only for the person to whom it is addressed. If you are not 
> the intended recipient, you are not authorized to read, print, retain, 
> copy, disseminate, distribute, or use this message or any part 
> thereof. If you receive this message in error, please notify the 
> sender immediately and delete all copies of this message.
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>

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Re: Plugins

[SriSamSri Appecherla]

Thanks Axton.

Regards,
SriSamSri Appecherla
Mobile# +61 469747355


On Tue, Sep 4, 2012 at 11:58 PM, Axton  wrote:

> ** I have these references for ITSM 7.5:
>
> AIS.FILTERAPI
> Type: Filter
>  Event Listener Port: 1864
> Filters:
> AIS:SimilationCis_Reload
>  AIS:SimulationCI_NewCIAdded
> AIS:SimulationCIs_CI_Status_updated
> AIS:SimulationCIs_RemoveSelectedCI
>  AIS:Simulation_CleanCahce
> AIS:Simulation_DeleteSimulation
> AIS:Simulation_MakeAttachment
>  AIS:Simulation_NewSimulation
> AIS:Simulation_StartSimulation
> Atrium:ResetApplicationPassword_SendtoPlugin
>  ARSYS.ARF.REGISTRY
> Type: Filter
>  Filters:
> AR System Web Services Registry - deregister or register Service
>  AR System Web Services Registry - register Service
> AR System Web Services Registry Pending Delete - Deregister Service
>  ARSYS.ARF.WEBSERVICE
>   BMC.ARDBC.ATRIUM.API
> Type: ARDBC
>  Forms:
> Atrium:ImpactedServices
>  BMC.FILTERAPI.NORM.ENGINE
> Type: Filter
> Filters:
>  NE:InvokePlugin
>  DSM.FILTER
>  Type: Filter
> Filters:
> DSM:ScanConfig_Add
>  DSM:ScanConfig_Delete
> DSM:ScanConfig_Update
>  RMDY.ITSM.RLE
> Type: Filter
> Filters:
>  RLE:Call_Filter_API_Plugin
>  RMDY.ITSM.ARL
>  Type: Filter
> Filters:
> AST:ACQ:GetNumberLicense_Call_Filter_API_Plugin_10_Used_APP`!
>  AST:ACQ:GetNumberLicense_Call_Filter_API_Plugin_10_used_AR`!
>
> This should give you a starting point.  There are 3 Remedy Java based
> plugin servers with ITSM 7.5.  I have the plugins mapped this way.  Your
> ports might be different.  I tried to retain the default ports for each in
> my environment, but it was in a state of disarray when I inherited the
> environment.
>
> * Plugin Servers
>
> Main Plugin Server
> * Listen Port: 4052
>
> * Configuration Files:
>  /path/to/remedy/ARSystem/pluginsvr/pluginsvr_config.xml
> /path/to/remedy/ARSystem/pluginsvr/log4j_pluginsvr.xml
>
> * Plugins:
> ARSYS.ARF.REGISTRY
> ARSYS.ARF.WEBSERVICE
>  RMDY.ITSM.RLE
> RMDY.ITSM.ARL
>
> CMDB Plugin Server
> * Listen Port: 9666
>
> * Configuration Files:
>
> /path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/shared/pluginsvr_config.xml
>
> /path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/shared/log4j_pluginsvr.xml
>
> * Plugins:
>  AIS.FILTERAPI
> BMC.ARDBC.ATRIUM.API
> DSM.FILTER
>
> Normalization Engine Plugin Server
> * Listen Port: 9565
>  * Configuration Files:
>
> /path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/ne/pluginsvr_config.xml
>
> /path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/ne/log4j_pluginsvr.xml
>  * Plugins:
> BMC.FILTERAPI.NORM.ENGINE
>  Axton Grams
>
> On Tue, Sep 4, 2012 at 7:25 AM, SriSamSri Appecherla <
> appecherla@gmail.com> wrote:
>
>> ** G'day Listers,
>>
>> I came across 2 plugins RMDY.ITSM.RLE and RMDY.ITSM.ARL. What are these
>> used for? If being used, should they have an entry in the
>> pluginserver_config.xml as well?
>>
>> Regards,
>> SriSamSri Appecherla
>> Mobile# +61 469747355
>>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Plugins

[Axton]

I have these references for ITSM 7.5:

AIS.FILTERAPI
Type: Filter
Event Listener Port: 1864
Filters:
AIS:SimilationCis_Reload
AIS:SimulationCI_NewCIAdded
AIS:SimulationCIs_CI_Status_updated
AIS:SimulationCIs_RemoveSelectedCI
AIS:Simulation_CleanCahce
AIS:Simulation_DeleteSimulation
AIS:Simulation_MakeAttachment
AIS:Simulation_NewSimulation
AIS:Simulation_StartSimulation
Atrium:ResetApplicationPassword_SendtoPlugin
 ARSYS.ARF.REGISTRY
Type: Filter
Filters:
AR System Web Services Registry - deregister or register Service
AR System Web Services Registry - register Service
AR System Web Services Registry Pending Delete - Deregister Service
 ARSYS.ARF.WEBSERVICE
 BMC.ARDBC.ATRIUM.API
Type: ARDBC
Forms:
Atrium:ImpactedServices
 BMC.FILTERAPI.NORM.ENGINE
Type: Filter
Filters:
NE:InvokePlugin
 DSM.FILTER
Type: Filter
Filters:
DSM:ScanConfig_Add
DSM:ScanConfig_Delete
DSM:ScanConfig_Update
 RMDY.ITSM.RLE
Type: Filter
Filters:
RLE:Call_Filter_API_Plugin
 RMDY.ITSM.ARL
Type: Filter
Filters:
AST:ACQ:GetNumberLicense_Call_Filter_API_Plugin_10_Used_APP`!
AST:ACQ:GetNumberLicense_Call_Filter_API_Plugin_10_used_AR`!

This should give you a starting point.  There are 3 Remedy Java based
plugin servers with ITSM 7.5.  I have the plugins mapped this way.  Your
ports might be different.  I tried to retain the default ports for each in
my environment, but it was in a state of disarray when I inherited the
environment.

* Plugin Servers

Main Plugin Server
* Listen Port: 4052

* Configuration Files:
/path/to/remedy/ARSystem/pluginsvr/pluginsvr_config.xml
/path/to/remedy/ARSystem/pluginsvr/log4j_pluginsvr.xml

* Plugins:
ARSYS.ARF.REGISTRY
ARSYS.ARF.WEBSERVICE
RMDY.ITSM.RLE
RMDY.ITSM.ARL

CMDB Plugin Server
* Listen Port: 9666

* Configuration Files:
/path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/shared/pluginsvr_config.xml
/path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/shared/log4j_pluginsvr.xml

* Plugins:
AIS.FILTERAPI
BMC.ARDBC.ATRIUM.API
DSM.FILTER

Normalization Engine Plugin Server
* Listen Port: 9565
 * Configuration Files:
/path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/ne/pluginsvr_config.xml
/path/to/remedy/apps/AtriumCore/remedyunit/cmdb/plugins/ne/log4j_pluginsvr.xml
 * Plugins:
BMC.FILTERAPI.NORM.ENGINE
Axton Grams

On Tue, Sep 4, 2012 at 7:25 AM, SriSamSri Appecherla <
appecherla@gmail.com> wrote:

> ** G'day Listers,
>
> I came across 2 plugins RMDY.ITSM.RLE and RMDY.ITSM.ARL. What are these
> used for? If being used, should they have an entry in the
> pluginserver_config.xml as well?
>
> Regards,
> SriSamSri Appecherla
> Mobile# +61 469747355
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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ARSlist Awards: Voting ends this week

[Daniel Bloom]

Nominees are:

 

Jose Huerta

 

LJ Longwing 

 

Jason Miller

 

Voting ends Friday Sept. 7th at 5pm EST

 

There are over 4000 of you on the list, please lets see some more support
for those that spend their free

time helping others!

 

 

* Voting is by the Individual REAL person, 

so redistribution lists don't vote, your identity must be known,

and those that have multiple subscriptions still get only one vote

 

* BMCSoftware employees on the ARSlist are eligible to vote

 

* All decisions of myself or  the oversight panel are final 

(if I have to make a controversial decision, I confer with an oversight
panel made up of 3 past MVP winners for their opinion)

 

Thursday October  18th at WWRUG12: Award Ceremony during the WWRUG Awards
keynote.

 

[no one knows the winner(s) until then, well okay, except me and the plaque
company]

 

Please send votes to d...@wwrug.com

 

 

Thanks . Daniel

Daniel Bloom

ARSlist Founder

RAC/RSP since 1995

WWRUG Co-Founder

Chairman of WWRUG12

 


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ADM: timing test please ignore

[Daniel Bloom]

8:52 EST


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