Approval list parsing issue?
hi Everyone,
Yesterday we came across a strange issue with the SRM approval
processing. The case is such that we are creating approver list on the
SRM:Request form. From there we have written an approval rule which attaches
the approval process to the request and sends out approval requests to the
entire approver list on the SRM:Request form.
The string works about 99% of times(till yesterday evening 100%) but yesterday
evening we found out an issue with it. What happened is that due to data
inconsistency the approver list that got generated on the SRM:Request form was
like
Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;
instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;
Now this string was picked up by the approval process and somehow parsed into
the below string
Expanding roles for approver(s): 175540;0;75540
The 0 in the approver string set out an approval email to each and every
individual of the organization for approval (even the CEO :( scary).
So my question stand likes this is or should approval server be smart enough to
parse the approves list with double ';' to one with single ';' or worst case
should leave it as it is and still be able to restrict approval to the members
in the approvers list.
Still confused about this as this is data issue due to which we get ;; in the
approvers list. We have written special filters to handle this case but now its
about RCA and I am supposed to do this. A formal BMC ticket will be logged but
just want your opinion on this very special case.
Just in case you would like to see the log file, I have attached a segment of
the approval.log file which shows the parsing done by approval server along
with the post.
Thanks,
Vikrant
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APPR (Tue Jul 23 2013 18:10:58.6560) 1 new item(s) found
APPR (Tue Jul 23 2013 18:10:58.6560) Processing item number 0
APPR (Tue Jul 23 2013 18:10:58.6720) Initiated by -- Remedy
Application Service
APPR (Tue Jul 23 2013 18:10:58.6720) Category --
Approval
APPR (Tue Jul 23 2013 18:10:58.6720) Command --
New-Details
APPR (Tue Jul 23 2013 18:10:58.6720) Source Form --
SRM:Request
APPR (Tue Jul 23 2013 18:10:58.6720) Entry ID --
0176322
APPR (Tue Jul 23 2013 18:10:58.6720) Tag --
Service Request - Level
APPR (Tue Jul 23 2013 18:10:58.6720) Field ID 1-- 0
APPR (Tue Jul 23 2013 18:10:58.6720) Field ID 2-- 0
APPR (Tue Jul 23 2013 18:10:58.6720) Field ID 3-- 0
APPR (Tue Jul 23 2013 18:10:58.6720) Process a 'New-Details'
command
APPR (Tue Jul 23 2013 18:10:58.6880) Working with process
Service Request - Level
APPR (Tue Jul 23 2013 18:10:59.0940) Create a new Approval
Detail record
APPR (Tue Jul 23 2013 18:10:59.4070) created new entry with
ID 0350619
APPR (Tue Jul 23 2013 18:10:59.4070) Process Due interval
not configured / not available, as a result Signature Due date will not be
computed.
APPR (Tue Jul 23 2013 18:10:59.4530) Check auto-approve rules
APPR (Tue Jul 23 2013 18:10:59.4530) Check get authority
rules
APPR (Tue Jul 23 2013 18:10:59.4690) Check get authority
rules.Approval Authority retrieved while creating new approval details record
APPR (Tue Jul 23 2013 18:10:59.4690) API call
Successful.Submitter retrieved from join form during creating new approval
details record
APPR (Tue Jul 23 2013 18:10:59.7190) Check self-approve rules
APPR (Tue Jul 23 2013 18:10:59.7190) Done processing of set
fields operation.Approver field successfully set.
APPR (Tue Jul 23 2013 18:10:59.7190) Check for self-assign
as approval not initiated by owner
APPR (Tue Jul 23 2013 18:10:59.7190) Option set to never
self-assign
APPR (Tue Jul 23 2013 18:10:59.7190) Get first approver
APPR (Tue Jul 23 2013 18:10:59.7190) Check prep get next
approver rules
APPR (Tue Jul 23 2013 18:10:59.7190) Process next approver
rule Existing_Request_Project_Remap_PM_Approval
APPR (Tue Jul 23 2013 18:10:59.7350)
Qualification:('Categorization Tier 1' = ITAM Services) AND ('Categorization
Tier 2' = Existing Service Request) AND ('SR Type Field 29' = Project Remap
Project)
APPR (Tue Jul 23 2013 18:10:59.7350) -- Run If failed --
continue processing
APPR (Tue Jul 23 2013 18:10:59.7350) Process next approver
rule ProxyPM_Asset
Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)
Hi,
that was a typo it should be ('Status*-History.In Progress.TIME' - 'Submit
Date') = (12*60*60) AND ('Status*-History.Resolved.TIME' - 'Submit Date')
=(48*60*60)
J
--
Regards,
Jittu Chacko
Vyom Labs Pvt. Ltd.
BSM Solutions Services || ITIL Consulting Training
Email: [hidden email]
http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t
ype=nodenode=7583733i=0 || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs http://twitter.com/#%21/vyomlabs ||
http://www.linkedin.com/company/vyom-labs
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Tuesday, July 23, 2013 7:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Advanced Searches in ITSM Incident (UNCLASSIFIED)
**
Jittu, I'm a little confused with the first part of your query. Wouldn't the
Status History In Progress be greater than the Submit Date, making the value
in the parentheses a negative number?
Drew
Soto Cano Air Base
Palmerola, Honduras
On Tue, Jul 23, 2013 at 3:51 AM, Vyom Labs Support
itsm.supp...@vyomlabs.com wrote:
**
Hi,
We can run a web report qualification as
( 'Submit Date' - 'Status*-History.In Progress.TIME' ) = (12*60*60) AND
('Status*-History.Resolved.TIME' - 'Submit Date') =(48*60*60)
here we will get the tickets which are resolved within 48 hrs and out of
these which all are put in progress within 12 hrs.
_ARSlist: Where the Answers Are and have been for 20 years_
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Re: Approval list parsing issue?
Hi, I believe that the system can only identify a single ; when parsing a list. A double ;; would normally be treated as a null/empty value and it seems that the system has assigned/appended a 0 for this value. How is the list stored in ARS (SRM:Request) before the Approval rule picks this list up? Is there erroneous line feeds, spaces, or carriage return characters in the list which has cause the Approval process to see these as ;; when building the list of approvers? It maybe an idea to clean the list (field) on the SRM:Request to ensure consistency before the approval process parses the field. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant Sent: 24 July 2013 07:33 To: arslist@ARSLIST.ORG Subject: Approval list parsing issue? hi Everyone, Yesterday we came across a strange issue with the SRM approval processing. The case is such that we are creating approver list on the SRM:Request form. From there we have written an approval rule which attaches the approval process to the request and sends out approval requests to the entire approver list on the SRM:Request form. The string works about 99% of times(till yesterday evening 100%) but yesterday evening we found out an issue with it. What happened is that due to data inconsistency the approver list that got generated on the SRM:Request form was like Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540; instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540; Now this string was picked up by the approval process and somehow parsed into the below string Expanding roles for approver(s): 175540;0;75540 The 0 in the approver string set out an approval email to each and every individual of the organization for approval (even the CEO :( scary). So my question stand likes this is or should approval server be smart enough to parse the approves list with double ';' to one with single ';' or worst case should leave it as it is and still be able to restrict approval to the members in the approvers list. Still confused about this as this is data issue due to which we get ;; in the approvers list. We have written special filters to handle this case but now its about RCA and I am supposed to do this. A formal BMC ticket will be logged but just want your opinion on this very special case. Just in case you would like to see the log file, I have attached a segment of the approval.log file which shows the parsing done by approval server along with the post. Thanks, Vikrant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
Yep, PERL it is... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, July 23, 2013 5:58 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** I think Laurent is right about Perl. I got this following error when it wasn't able to find a directory of HTML templates. not found at arwklga.plhttp://arwklga.pl line 804 On Tue, Jul 23, 2013 at 1:27 PM, laurent matheo lm...@me.commailto:lm...@me.com wrote: ** It seems it's using PerlApp. So initial program could be in Perl, and then converted into an executable file. On 23 Jul, 2013,at 09:54 PM, richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us wrote: What language is it written in? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, July 23, 2013 2:36 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** There is a new version of AR Log Analyzer (release like 10 minutes ago) that can be found here: https://communities.bmc.com/docs/DOC-25473 Two of the of the new features are: 1) Added ability to filter the log file based on specific user 2) Added ability to filter the log file during a specific time period This should help making a really large log file manageable. Jason On Tue, Jul 23, 2013 at 7:14 AM, Pargeter, Christie :CO IS cparg...@lhs.orgmailto:cparg...@lhs.org wrote: ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can't get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 (http://wwrug13.com/breakouts.html) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.orgmailto:cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change's Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just notes CRQ then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it vanishes after a couple of days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 - 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: Where the Answers Are and have been for 20 years_ ** _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a
Re: Attachments Vanishing
Thanks - I was wondering how the interface was built…. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Tuesday, July 23, 2013 4:28 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** It seems it's using PerlApp. So initial program could be in Perl, and then converted into an executable file. On 23 Jul, 2013,at 09:54 PM, richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us wrote: What language is it written in? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, July 23, 2013 2:36 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** There is a new version of AR Log Analyzer (release like 10 minutes ago) that can be found here: https://communities.bmc.com/docs/DOC-25473 Two of the of the new features are: 1) Added ability to filter the log file based on specific user 2) Added ability to filter the log file during a specific time period This should help making a really large log file manageable. Jason On Tue, Jul 23, 2013 at 7:14 AM, Pargeter, Christie :CO IS cparg...@lhs.orgmailto:cparg...@lhs.org wrote: ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can’t get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 (http://wwrug13.com/breakouts.html) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.orgmailto:cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _ARSlist: Where the Answers Are and have been for 20 years_ ** _ARSlist: Where the Answers Are and have been for 20 years_ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE
Re: Asset Classification
Hi, As per my knowledge we can Ethernet is a LAN protocol and can be mapped under BMC.CORE:BMC_LAN and CI Type can be Connection- Connectivity Collection in Asset Management. For Further clarification you can also refer to BMC Atrium CMDB 7.6.04 Data Modeling Guide. And relationship can be defined as BMC_HostedAccessPoint. -- Regards, Vilas Auti Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: [hidden email] http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t ype=nodenode=7583733i=0 || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs http://twitter.com/#%21/vyomlabs || http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Tuesday, July 23, 2013 10:50 PM To: arslist@ARSLIST.ORG Subject: Asset Classification ** Hi, I have HP Virtual Connect Flex-10 GB Ethernet Modules for BladeSystems. Does anyone have these type of assets in your environment? Trying to figure out if these should be classified as NICs, or if we should create a separate class for them. These HP Ethernet modules need to be related to a server and the chassis. Any recommendations on how to classify these assets to build the correct relationships? _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
customers using various remedy versions
Hi All, I am preparing a slide deck for our upgrade. (currently we are on 7.1 ARS ). As there are lot of versions released after 7.1 (7.5, 7.6.03, 7.6.04, 8 and 8.1), our management wants to know how many BMC customers are using the various versions in production. i am looking for numbers in the customers column as shown below. Version Customers (%) 7.6 20 7.1-7.6 55 7.1 20 7 5 If some one can provide me the above information it will be very helpful for me. Thanks in advance. Ramesh. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Approval list parsing issue?
Vikrant,
So, what we have here is an error condition and a question about error handling.
The error condition is a misformatted input -- extra semicolon separators.
The problem really is that there is no error handling for this condition. The
approval process is parsing the string, finds an empty definition, and just
converts the value it finds into an integer and continues. And, the integer
conversion logic converts anything non-numeric into a 0 (blank, letters,
whatever
is there if it is non-numeric).
OK, but then, the issue is that a value of 0 has a very special meaning of
Public
which is all users
So, what is really needed here for this case -- or other cases of misformatting
like 3344;a;3433 which would produce the same problem as after processing that
would be 3344;0;3433 -- is better handling of the problem of a value of 0.
Realistically, you could argue that there is never a condition where sending a
notification to Public is a good idea. I agree with that position myself. Even
if there was some corner case where every single registered user of the product
somehow needed to be involved in an approval, I would argue that you should
have a
group that everyone is a member of and not use Public which is uncontrolled and
unconstrained.
For now, you can put in logic that checks for the condition you encountered and
eliminate double separators. A set fields using REPLACE('field', ;;, ;) and
assigned back to the field would do the trick.
I also suggest submitting a bug report (I am going to share the condition
internally as well, but bug reports from customers always carry more weight)
that
Public should simply not be allowed as a target for an approval and any attempt
to
specify Public as an approver should be ignored.
The approval server and processing is working correctly. The issue is that we
really should not allow Public to be an approval target at any time as it is not
deterministic and not a reliable or safe target.
Doug Mueller
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: Tuesday, July 23, 2013 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Approval list parsing issue?
hi Everyone,
Yesterday we came across a strange issue with the SRM approval
processing. The case is such that we are creating approver list on the
SRM:Request form. From there we have written an approval rule which attaches
the approval process to the request and sends out approval requests to the
entire approver list on the SRM:Request form.
The string works about 99% of times(till yesterday evening 100%) but yesterday
evening we found out an issue with it. What happened is that due to data
inconsistency the approver list that got generated on the SRM:Request form was
like
Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;
instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;
Now this string was picked up by the approval process and somehow parsed into
the below string
Expanding roles for approver(s): 175540;0;75540
The 0 in the approver string set out an approval email to each and every
individual of the organization for approval (even the CEO :( scary).
So my question stand likes this is or should approval server be smart enough to
parse the approves list with double ';' to one with single ';' or worst case
should leave it as it is and still be able to restrict approval to the members
in the approvers list.
Still confused about this as this is data issue due to which we get ;; in the
approvers list. We have written special filters to handle this case but now its
about RCA and I am supposed to do this. A formal BMC ticket will be logged but
just want your opinion on this very special case.
Just in case you would like to see the log file, I have attached a segment of
the approval.log file which shows the parsing done by approval server along
with the post.
Thanks,
Vikrant
___
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___
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Where the Answers Are, and have been for 20 years
Re: Approval list parsing issue?
hi Doug,
Yes I agree with you about the incorrect syntax or the miss formatted input to
the approval process. We have set in the check that you have suggested to
replace ;; with ; in the approver list just some time back.
But on further analysis of our issue we found out few more things and one more
such case.
We found out that the approval notification was not sent to everyone in the org
(about 100K people) but was sent to about 82K of them the reason or at least
the possible reason I found was that all the 82K people had '0' in there login
ID. Does it have any significance? still to find out...
Second thing was that we got one more such case today late in the evening where
the approver list passed on the SRM:Request form was
Next Approvers (13005) =;175558;;175558;;175558;;175558;;175558;;175558;
which was parsed by the approval server into
Expanding roles for approver(s): 175558;8;75558
Looking at this the theory of replacing '0' for ;; in the code does not fit
right as I had initially thought about. May be some issue with the parsing
logic.
We have raised a BMC ticket as well for this let's see if we can get something
out of it. Again the approval process is working fine seems like something to
do with parsing.
Also apologies to mention late about the environment details
ARS 7.6.04 ITSM 7.6.04 SRM 7.6.04 SQL 2008 Remote Database and everything is
SP4 on windows.
Thanks,
Vikrant
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, July 24, 2013 10:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Approval list parsing issue?
Vikrant,
So, what we have here is an error condition and a question about error handling.
The error condition is a misformatted input -- extra semicolon separators.
The problem really is that there is no error handling for this condition. The
approval process is parsing the string, finds an empty definition, and just
converts the value it finds into an integer and continues. And, the integer
conversion logic converts anything non-numeric into a 0 (blank, letters,
whatever is there if it is non-numeric).
OK, but then, the issue is that a value of 0 has a very special meaning of
Public which is all users
So, what is really needed here for this case -- or other cases of misformatting
like 3344;a;3433 which would produce the same problem as after processing that
would be 3344;0;3433 -- is better handling of the problem of a value of 0.
Realistically, you could argue that there is never a condition where sending a
notification to Public is a good idea. I agree with that position myself.
Even if there was some corner case where every single registered user of the
product somehow needed to be involved in an approval, I would argue that you
should have a group that everyone is a member of and not use Public which is
uncontrolled and unconstrained.
For now, you can put in logic that checks for the condition you encountered and
eliminate double separators. A set fields using REPLACE('field', ;;, ;)
and assigned back to the field would do the trick.
I also suggest submitting a bug report (I am going to share the condition
internally as well, but bug reports from customers always carry more weight)
that Public should simply not be allowed as a target for an approval and any
attempt to specify Public as an approver should be ignored.
The approval server and processing is working correctly. The issue is that we
really should not allow Public to be an approval target at any time as it is
not deterministic and not a reliable or safe target.
Doug Mueller
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant
Sent: Tuesday, July 23, 2013 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Approval list parsing issue?
hi Everyone,
Yesterday we came across a strange issue with the SRM approval
processing. The case is such that we are creating approver list on the
SRM:Request form. From there we have written an approval rule which attaches
the approval process to the request and sends out approval requests to the
entire approver list on the SRM:Request form.
The string works about 99% of times(till yesterday evening 100%) but yesterday
evening we found out an issue with it. What happened is that due to data
inconsistency the approver list that got generated on the SRM:Request form was
like
Next Approvers (13005) = ;175540;;175540;;175540;;175540;;175540;;175540;
instead of Next Approvers (13005) = ;175540;175540;175540;175540;175540;175540;
Now this string was picked up by the approval process and somehow parsed into
the below string
Expanding roles for approver(s): 175540;0;75540
The 0 in the approver string set out an approval email to each and every
individual of the organization for approval (even the CEO :( scary).
So my question stand
Re: Attachments Vanishing
I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, ...) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn't get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, July 23, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can't get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 (http://wwrug13.com/breakouts.html) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change's Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just notes CRQ then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it vanishes after a couple of days. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 - 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
Do you have any escalations running at that time? - Original Message - From: Christie Pargeter :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Wednesday, July 24, 2013 2:55:39 PM Subject: Re: Attachments Vanishing ** I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, …) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn’t get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, July 23, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can’t get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 ( http://wwrug13.com/breakouts.html ) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
Hi Christie, Try looking into the following: The cleanup escalation fires OOTB at 12:05 am daily -- Escalation name = SYS:CLN:TA@00:05-StartCleanUp This will trigger the following filter -- INT:CHGFND:CLN:DelCHGAssc_500_PCHA [cid:image001.png@01CE8880.6CC05AE0] Check the CHG Attachments form and see what the value of the Status is in conjunction with the dates….the retention period for the CHG Attachments is 24 hours.. Hope this helps. Regards Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, July 24, 2013 3:04 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing Do you have any escalations running at that time? - Original Message - From: Christie Pargeter :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Wednesday, July 24, 2013 2:55:39 PM Subject: Re: Attachments Vanishing ** I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, …) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn’t get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, July 23, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can’t get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 ( http://wwrug13.com/breakouts.html ) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Attachments Vanishing
Sorry….wrong filter name ☺ INT:CHGFND:CLN:DelCHGAttach_500_PATC Ryan. From: Downing, Ryan Sent: Wednesday, July 24, 2013 3:14 PM To: arslist@ARSLIST.ORG Subject: RE: Attachments Vanishing Hi Christie, Try looking into the following: The cleanup escalation fires OOTB at 12:05 am daily -- Escalation name = SYS:CLN:TA@00:05-StartCleanUp This will trigger the following filter -- INT:CHGFND:CLN:DelCHGAssc_500_PCHA [cid:image001.png@01CE8886.261F8C40] Check the CHG Attachments form and see what the value of the Status is in conjunction with the dates….the retention period for the CHG Attachments is 24 hours.. Hope this helps. Regards Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, July 24, 2013 3:04 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing Do you have any escalations running at that time? - Original Message - From: Christie Pargeter :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Wednesday, July 24, 2013 2:55:39 PM Subject: Re: Attachments Vanishing ** I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, …) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn’t get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, July 23, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can’t get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 ( http://wwrug13.com/breakouts.html ) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_
Re: ARSList Award Voting Time
Wow! I never thought nominating myself would actually work! Kidding... thanks to whoever did that. Appreciate the recognition already received. On Tue, Jul 23, 2013 at 8:55 PM, Joe DeSouza joe_rem...@yahoo.com wrote: ** Do it people! Help this tradition stay alive! I know the choices are pretty difficult but you ought to have your favorites from there given your interactions with them over the year(s)!! Joe -- *From:* LJ LongWing lj.longw...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Monday, July 22, 2013 12:45 PM *Subject:* Re: ARSList Award Voting Time ** Claire, Please accept my sincerest apologies in the misspelling of your name. It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call. The rules changed a bit this year regarding the nomination process, which allows us to have a larger pool of nominees than would normally be available, which brings its own challenges. The voting will run 4 weeks this year. I'm going to run it as several voting rounds with people being eliminated, and by the final round have finalists. This year we have a record number of nominees. Here are the rules. * Voting starts now and ends Sunday August 18th at 5PM EST * 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 * BMC Software 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 3 past MVP winners for their opinion) * The Award will be made on Thursday October 3rd at WWRUG13: Award Ceremony during the WWRUG Awards keynote. [no one knows the winner(s) until then, well okay, except me and Daniel] * *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT* MVP VOTING FORMAT: Each Person voting gets to vote for their top 3 picks. 1st, 2nd, 3rd, each position has a weight to it. At the end of 2 weeks, we will have a runoff of the top 3 nominees where we will use the same format, which should give us a clear winner, if a tie does occur, we will cull the 3rd place votes and see if that gives a winner. In the unlikely event that we still don't have a winner, then just the top 1 vote will count. If then, we still have a tie, Daniel and I will confer with past winners to break the tie. MVP Nominees are *Axton Grams* - Winner of the MVP in 2006, he is a steady member of the community that provides resources both on and off list. His nomination this year called out his knowledge of integrations and server setups as a key factor of his helpful nature. *Carl Wilson* - While a relative newcomer to the ARSList, Carl has been part of the BMC Remedy community for quite a few years and since joining the list has helped many members with a variety of problems. His nomination this year specifically called out his knowledge on SRM and ITSM. *Claire Sanford* - Claire is a staple of the ARSList, both asking questions and answering other peoples questions. Her nomination this year didn't call out any specific areas of expertise, but instead discussed her general knowledge and willingness to help anyone. *David Easter* - David is an ever present authority an all things Remedy. His nomination this year discussed his in depth knowledge of documentation, quite often with links to the official BMC pages. His posts are always thought out and detailed in nature. *Frederick W Grooms* - A modern day renaissance man, Fred's nomination this year speaks to a man of many talents from workflow and upgrades to OS issues and more. He often provides details that obviously require investigation and work on his end before responding. *Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing to help people both on and off list. His nomination this year stated that Jason is so helpful in so many areas that it's hard to pinpoint specific areas of specialty. *Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy. After meeting him at last years RUG event and telling him that the ARSList is 'where it's at', he happily joined the list and has become a regular fixture seeming to specialize in thinking outside the box and finding creative solutions to everyday problems. *Mark Brittain* - There almost isn't a day that goes by that you don't find Mark posting a question or answering one on the ARSList. He is quite often ready to either come up with a creative solution to your problem, or point you to BMC Documentation on how to do it. *Tauf Choudhury* - Tauf takes the ARSList to a whole different level by answering his posts while on the go. Tauf regularly posts solutions to problem in every realm, but his contribution in the SRM arena was specifically called out in his nomination. The BMC Vote will be run in the standard one vote per person format
Re: Attachments Vanishing
Christine, I saw this note and remember seeing a discussion about a similar topic. So, I took a look and found that there was a bug recorded with a similar feel against version 7.6. I have included the notes below because it has some interesting information about the working of the system that you may be able to use to check on statuses of fields and if they are set a certain way, why the escalation is deleting them, and then the focus could be on how they got that way. YES, I KNOW the details are about Incident and not Change, but maybe there is a similar set of logic for Change that is having the same problem Or, the issue could still have been in 7.6.04 (the report does say 7.6 and above) and this provides a way to fix it (if you find the fixes are already in place, that means the specific issue noted here was already fixed in your version so something else is going on). But, if you do find that the status is wrong - I suspect it is - so that the escalation is deleting it, it gives you something to look for in the log of the creation of the work log entry to watch that status and see what is being set and why it may be changed to a wrong value or maybe set to delete and then NOT being updated to be a real record to save. These are not definitive fixes, just some information you can use for debugging in your situation. You can always contact the support team and indicate you have issue that match or are similar to these and supply bug numbers as noted below to help speed the process and get specific details about possible fixes. I hope this at least gives you some hints for your investigation: This unexpected behavior is known Defect ID SW00356633. In Incident Management 7.6 and above, the Filter HPD:WLG:SetStatus_500 is working as designed. Due to this Filter, when the HPD:WorkLog is created before the Incident, it will be created with the Status of Delete. Therefore, if the parent Incident is not created, then the child Incident Work Info record can be deleted later on via Escalation SYS:CLN:TA@00:05-StartCleanUp. The problem is that Filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! does NOT push a record to SYS:Application Status Enabler form. This means that Filter INT:FNDHPD:ASE:EnableHPDWorkLog_760_PWLG cannot change the HPD:WorkLog Status from Delete to Enable when the Incident is saved. Here is the workaround that needs to be implemented: == Add a Push Field action in filter HPD:INC:SaveWorkInfo_501_CreateWorkInfo_PWLG`! NOTE: This will be the 2nd action on the If Action tab. Form Name: SYS:Application Status Enabler Qualification: $Incident Number$ = 'Request ID01' If No Requests Match: Create a New Request If Any Requests Match: Take No Action Mapping: Request ID01 = $Incident Number$ HPD:WorkLog = Yes == OR, as I was getting ready to send, I found this issue as well that is reported to occur in 7.6.04 sp2 SW00427289 Login as Problem User and search for an existing Problem Investigation record Add a work Log entry without attachment and save the PBI Open the Work log and add an attachment and save the work log Save the PBI Open the Work log where you have added the attachment Now, internally, the team could reproduce this only on Problem but customer reported an issue on Change as well. Fix had to do with changing the run if qualifier on some active links. Finally, one additional item was a report about an issue unique to IE9 for some reason. Not sure what the topic was (very limited data) but the customer reported all OK if they used IE8 but failed if IE9. This makes no sense to me, but as it was reported, I thought I would include it if IE9 is in your mix. Surprisingly, that may be significant when you talk with support. I hope these provide some hints that help, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, July 24, 2013 11:56 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, ...) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn't get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList)
Submission for best product?
All My mind is slipping how do I submit for best product ? Howard Sent from my iPhone 5 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Submission for best product?
are you talking about arslist awards for best product? On Wed, Jul 24, 2013 at 3:14 PM, Howard Richter hbr4...@gmail.com wrote: All My mind is slipping how do I submit for best product ? Howard Sent from my iPhone 5 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Submission for best product?
Yes Lj I have been working with an SSO add-on for over a year and the team that built it and supports it is great. Howard Sent from my iPhone 5 On Jul 24, 2013, at 5:23 PM, Longwing, Lj llongw...@usgs.gov wrote: ** are you talking about arslist awards for best product? On Wed, Jul 24, 2013 at 3:14 PM, Howard Richter hbr4...@gmail.com wrote: All My mind is slipping how do I submit for best product ? Howard Sent from my iPhone 5 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Submission for best product?
If I remember the verbiage properly, Daniel decided not to do software nominations during the ARSList awards (email portion) because RUG has a software showcase which they do the voting AT RUG for...so I don't think we are doing that anymore (please correct me if I'm wrong Daniel). On Wed, Jul 24, 2013 at 3:26 PM, Howard Richter hbr4...@gmail.com wrote: ** Yes Lj I have been working with an SSO add-on for over a year and the team that built it and supports it is great. Howard Sent from my iPhone 5 On Jul 24, 2013, at 5:23 PM, Longwing, Lj llongw...@usgs.gov wrote: ** are you talking about arslist awards for best product? On Wed, Jul 24, 2013 at 3:14 PM, Howard Richter hbr4...@gmail.com wrote: All My mind is slipping how do I submit for best product ? Howard Sent from my iPhone 5 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARSList Award Voting Time
Interesting stats for you..42 votes thus far...out of the 11 nominees in both categories...only 5 of them have even voted yet, and only one of them voted for themselves :) On Tue, Jul 23, 2013 at 11:07 AM, LJ LongWing lj.longw...@gmail.com wrote: Wow...that lost steam ALLOT faster than expected...I hope I don't need to be like those political ads that you see 5 times in a 1 hour sitcom that you are watching. Ok...we have 4,200 subscribed email addresses (who knows how many of those are distribution lists, so no real way of knowing actual subscriber base that will read this), we had roughly 7,000 posts since the beginning of October last year. Now, granted, there are those people that only read their ARSList in daily digest format, so they may not have noticed the email yesterday...but seriously...only 12 people voting in the first day is a bit weak...especially with the outcry that we had last year about people caring about this. So...lets get some votes in to arslistawa...@wwrug.com Remember, give me your 1st, 2nd, and 3rd choice for MVP, and your BMC Beyond the Call vote as well we want to make sure the most deserving people are on that final 3 list for MVP, and the only way we can get that is if you tell us who deserves it. On Mon, Jul 22, 2013 at 2:45 PM, LJ LongWing lj.longw...@gmail.comwrote: Claire, Please accept my sincerest apologies in the misspelling of your name. It is now time to VOTE for this years ARSList MVP and BMC Beyond the Call. The rules changed a bit this year regarding the nomination process, which allows us to have a larger pool of nominees than would normally be available, which brings its own challenges. The voting will run 4 weeks this year. I'm going to run it as several voting rounds with people being eliminated, and by the final round have finalists. This year we have a record number of nominees. Here are the rules. * Voting starts now and ends Sunday August 18th at 5PM EST * 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 * BMC Software 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 3 past MVP winners for their opinion) * The Award will be made on Thursday October 3rd at WWRUG13: Award Ceremony during the WWRUG Awards keynote. [no one knows the winner(s) until then, well okay, except me and Daniel] * *PLEASE SEND VOTES TO arslistawa...@wwrug.com FOR THEM TO COUNT* MVP VOTING FORMAT: Each Person voting gets to vote for their top 3 picks. 1st, 2nd, 3rd, each position has a weight to it. At the end of 2 weeks, we will have a runoff of the top 3 nominees where we will use the same format, which should give us a clear winner, if a tie does occur, we will cull the 3rd place votes and see if that gives a winner. In the unlikely event that we still don't have a winner, then just the top 1 vote will count. If then, we still have a tie, Daniel and I will confer with past winners to break the tie. MVP Nominees are *Axton Grams* - Winner of the MVP in 2006, he is a steady member of the community that provides resources both on and off list. His nomination this year called out his knowledge of integrations and server setups as a key factor of his helpful nature. *Carl Wilson* - While a relative newcomer to the ARSList, Carl has been part of the BMC Remedy community for quite a few years and since joining the list has helped many members with a variety of problems. His nomination this year specifically called out his knowledge on SRM and ITSM. *Claire Sanford* - Claire is a staple of the ARSList, both asking questions and answering other peoples questions. Her nomination this year didn't call out any specific areas of expertise, but instead discussed her general knowledge and willingness to help anyone. *David Easter* - David is an ever present authority an all things Remedy. His nomination this year discussed his in depth knowledge of documentation, quite often with links to the official BMC pages. His posts are always thought out and detailed in nature. *Frederick W Grooms* - A modern day renaissance man, Fred's nomination this year speaks to a man of many talents from workflow and upgrades to OS issues and more. He often provides details that obviously require investigation and work on his end before responding. *Jason Miller* - Often the purveyor of arcane knowledge, Jason is willing to help people both on and off list. His nomination this year stated that Jason is so helpful in so many areas that it's hard to pinpoint specific areas of specialty. *Laurent Matheo* - Laurent is new to the ARSList, but not new to Remedy. After meeting him at last years RUG event and telling him that the ARSList is 'where it's at', he happily joined the list
Re: ARERR 44699
Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years smime.p7s Description: S/MIME cryptographic signature
Re: ARERR 44699
Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 44699
What versions of SRM and ITSM are you on? It looks like you're trying to create an incident. SRM pushes all the data to the Incident Interface Create form. That is probably where you are getting the error from. What are you using for your auto assignment? Are you also pushing that data from SRM or is it stored in the template? Sent from my iPhone On Jul 24, 2013, at 8:37 PM, Robert Heverley robert.hever...@gmail.com wrote: ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 44699
Can you write the final rule in such a way that it can't fail? It's been a while for me, but I recall they work by qualifications, so a (1=1) qualification would force it. If that fails something nefarious is going on. 8) -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 5:37 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 44699 ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years smime.p7s Description: S/MIME cryptographic signature
Re: ARERR 44699
Alfred, The form CFG:Assignment looks at location, company, op cat, and prod cat data. There are no workflow like qualifications there. Sent from my iPhone On Jul 24, 2013, at 8:43 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Can you write the final rule in such a way that it can't fail? It's been a while for me, but I recall they work by qualifications, so a (1=1) qualification would force it. If that fails something nefarious is going on. 8) -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 5:37 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 44699 ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 44699
7.6.04 platform.. We have other services working just fine but, every now and again, we get a failure and there seems to be no way to push it through once it fails. This is soo annoying!! :) On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** What versions of SRM and ITSM are you on? It looks like you're trying to create an incident. SRM pushes all the data to the Incident Interface Create form. That is probably where you are getting the error from. What are you using for your auto assignment? Are you also pushing that data from SRM or is it stored in the template? Sent from my iPhone On Jul 24, 2013, at 8:37 PM, Robert Heverley robert.hever...@gmail.com wrote: ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 44699
You could expose the assignee company, org, and support group in the AOT and then in the event params window of the screenshot you sent, you can type in correct values and click Retry. Sent from my iPhone On Jul 24, 2013, at 8:56 PM, Robert Heverley robert.hever...@gmail.com wrote: ** 7.6.04 platform.. We have other services working just fine but, every now and again, we get a failure and there seems to be no way to push it through once it fails. This is soo annoying!! :) On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** What versions of SRM and ITSM are you on? It looks like you're trying to create an incident. SRM pushes all the data to the Incident Interface Create form. That is probably where you are getting the error from. What are you using for your auto assignment? Are you also pushing that data from SRM or is it stored in the template? Sent from my iPhone On Jul 24, 2013, at 8:37 PM, Robert Heverley robert.hever...@gmail.com wrote: ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 44699
I think I will give that a try!! Thanks!! On Wed, Jul 24, 2013 at 4:59 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** You could expose the assignee company, org, and support group in the AOT and then in the event params window of the screenshot you sent, you can type in correct values and click Retry. Sent from my iPhone On Jul 24, 2013, at 8:56 PM, Robert Heverley robert.hever...@gmail.com wrote: ** 7.6.04 platform.. We have other services working just fine but, every now and again, we get a failure and there seems to be no way to push it through once it fails. This is soo annoying!! :) On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury taufc...@gmail.comwrote: ** What versions of SRM and ITSM are you on? It looks like you're trying to create an incident. SRM pushes all the data to the Incident Interface Create form. That is probably where you are getting the error from. What are you using for your auto assignment? Are you also pushing that data from SRM or is it stored in the template? Sent from my iPhone On Jul 24, 2013, at 8:37 PM, Robert Heverley robert.hever...@gmail.com wrote: ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 44699
Got it!! My rule was offline!! DUH!! Thanks again guys!! Hey Al, Is PHD missing me?? LOL On Wed, Jul 24, 2013 at 5:02 PM, Robert Heverley robert.hever...@gmail.comwrote: I think I will give that a try!! Thanks!! On Wed, Jul 24, 2013 at 4:59 PM, Tauf Chowdhury taufc...@gmail.comwrote: ** You could expose the assignee company, org, and support group in the AOT and then in the event params window of the screenshot you sent, you can type in correct values and click Retry. Sent from my iPhone On Jul 24, 2013, at 8:56 PM, Robert Heverley robert.hever...@gmail.com wrote: ** 7.6.04 platform.. We have other services working just fine but, every now and again, we get a failure and there seems to be no way to push it through once it fails. This is soo annoying!! :) On Wed, Jul 24, 2013 at 4:43 PM, Tauf Chowdhury taufc...@gmail.comwrote: ** What versions of SRM and ITSM are you on? It looks like you're trying to create an incident. SRM pushes all the data to the Incident Interface Create form. That is probably where you are getting the error from. What are you using for your auto assignment? Are you also pushing that data from SRM or is it stored in the template? Sent from my iPhone On Jul 24, 2013, at 8:37 PM, Robert Heverley robert.hever...@gmail.com wrote: ** Hey Al, That's just it.. There is a rule in place.. What I have found is, once it fails, there seems to be noway to correct it, although it is saying to manually assign the group. Where do I go to assign the group?? Robert On Wed, Jul 24, 2013 at 4:28 PM, Differ, Alfred W CTR PHD NSWC, 210 alfred.differ@navy.mil wrote: Is your request trying to construct a ticket from a template? If not, then you might have the assignment engine intervening and trying to assign a new ticket. If it can't find where to send it maybe that is giving this message? I use a default rule in the AE that assigns tickets to the service desk if no other rule intervenes first. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Wednesday, July 24, 2013 4:01 PM To: arslist@ARSLIST.ORG Subject: ARERR 44699 ** Hello All, Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 44699 Resending
Hi Robert, Are you creating Incident as fulfillment application? Regards Kiran On Thu, Jul 25, 2013 at 4:40 AM, Robert Heverley robert.hever...@gmail.comwrote: ** Hello All, Please see the attachment. Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ -- *Regards* * **Kiran Patil* *Cognizant Technology Solutions* *Pune, India* *Mob No: +91 989 037 7125 * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 44699 Resending
Corrected** Are you using Incident as fulfillment application? On Thu, Jul 25, 2013 at 4:40 AM, Robert Heverley robert.hever...@gmail.comwrote: ** Hello All, Please see the attachment. Can someone give some guidance on where I go to manually assign the group. Every time this happens, I have to cancel the request. Any help would be greatly appreciated. Thank you. Robert _ARSlist: Where the Answers Are and have been for 20 years_ -- *Regards* * **Kiran Patil* *Cognizant Technology Solutions* *Pune, India* *Mob No: +91 989 037 7125 * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Is it just me or is BMC Developer Studio full of bugs?
to be memory management issue going on. Making it a habit of only loading one server per instance, and always using its dedicated workspace for us has eliminated corrupt workspaces, and the null pointer errors. Dear lord I wish we could do this! - OnDemand customers have it on a tools server and having lots of using DevStudio and the User tool is...let's say interesting... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
