AD: Aramea Launches fresh innovative product for the BMC Remedy platform
Hi All, Apologies for the repost but the links in the previous post caused it to be blocked by some email systems Hope you all had a great Valentines weekend! Aramea RAQL is a new innovative product designed for the BMC Remedy AR System application. RAQL is the Remedy Advanced Query Language, a language modelled closely on the familiar syntax of SQL. RAQL statements of SELECT, INSERT, UPDATE and DELETE are parsed and executed through the Remedy API and so can access and affect only the data that the Remedy user login is permitted to. Aramea RAQL statements can be used to replace the use of SQL which greatly benefits multi-tenancy environments where use of SQL statements is particularly dangerous as the Remedy database user has access to all the data on the Remedy server. The Aramea RAQL server software provides both a front-end access to execute statements through the Mid-tier and Remedy User Tool and also a Filter API Plugin for filter workflow. Aramea RAQL can also benefit companies where access to the database to run SQL queries is restricted, particularly for professional services teams. The Aramea RAQL client software can be used to run statements on any Remedy Server without the need to install anything on the server. Ad-hoc join statements can be defined without the need to build join forms. Aramea RAQL can also be used to facilitate a much more streamlined implementation of any Remedy integration projects. The Aramea RAQL Java library allows you to interact with the data on the Remedy server through just a couple of lines of code, thereby reducing time and cost when developing integration software. The power and flexibility of Aramea RAQL allows for many uses, whether you need to simply replace your SQL statements to protect data or you have an integration project. Here are some examples of statements to highlight some of what can be achieved using RAQL: Creation of a new Task within a Change Request This example shows that by using RAQL you can create a task for a Change Request with a single statement by using information from the Task Template and the Change itself joined to provide the data for the INSERT statement INSERT INTO TMS:Task (TemplateID, TaskName, Summary, Location Company, RootRequestMode, RootRequestName, RootRequestInstanceID) VALUES (SELECT T.InstanceId, T.TaskName, T.Summary, 'Calbro Services', 'Real', C.Infrastructure Change ID, C.InstanceId FROM TMS:TaskTemplate T, CHG:Infrastructure Change C WHERE T.Summary = 'Standard Update of CMDB' AND C.Infrastructure Change ID = 'CRQ0001') As this is not SQL but RAQL the relevant workflow will be triggered for Submit filters when the statement is executed. Extracting all attachments from Incident Work Logs This example shows the use of a special RAQL function used to extract all the attachments, again in one simple statement SELECT TO_FILE(z2AF Work Log, 'C:\temp\attachments') FROM HPD:WorkLog More information Web: www . aramea . co Email: info @ aramea . co Sales: sales @ aramea . co Chris Jones, Director Aramea Small logo Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United Kingdom --- This email is free from viruses and malware because avast! Antivirus protection is active. http://www.avast.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years image001.jpg
Direct access URL used in email notification - AR 7.6
Hi Folks, I am currently trying to implement a hard link in an email notification to the incident number from a custom on submit response notification filter. Question: Can someone provide me with a working example that provides this functionality? Have a url link to an incident in an email response... I have tried the following on my server and I can get to the incident form but I can't get to the incident number.. as it tells me No matching requests (or no permission to requests) for qualification criteria. (ARWARN 9296) Pietro. Environment: BMC ITSM : 7.6.04 SP 4 Ar Server : 7.6.0.4 SP % OS/platform version: Red Hat Enterprise Linux Server release 6.4 (Santiago), kernel 2.6.32-358.23.2.el6.x86_64 Database vendor/version - Remote or local: Oracle Database 11g Release 11.2.0.3.0 - 64bit Production configured as remote ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Dimension of attacched file Remedy 7.6
Hi all, we work with AR Server 7.6.0.4 SP5 and ITSM 7.6.04 SP4. We need to know if there is a limit to the dimension of an attached file in the Work Info. Thanks in advance. Best Regards. Team Remedy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Routed from secured to unsecured web url.
Hi team, Recently, im getting our remedy web url access routed from secured to unsecured i.e., https to http. If we connect via original web url not load balancer it's working fine. Issue only occured in Load Balancer. Can any of us help to fix this issue. Remedy version: 8.1 Tomcat Apache: 6.0 Regards, Suresh L ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
8.1 RBE Documentation
So we've been on 8.1 for a few weeks now (I should post an update to the Mid Tier issues thread, it's mostly working for me now.) We ripped out our fully-functional custom email processing code to use the Rules Based Email stuff that was added in 8.1. It seems to work most of the time, but it's mostly undocumented and difficult to troubleshoot. Is anyone else using this 8.1 functionality and has more thorough documentation than BMC provides? Specifically, I'm looking for information on how to troubleshoot the RBE, and what to do when a failure occurs and how you can resubmit an email. For example, I found a failure that was due to the email address being incorrect in the People record, so I updated the People record and would like to go re-submit the email to process. On the RBE:Message form there's a Status field that you would think you should be able to set back to New and it would trigger the workflow, but without looking at it my guess is that the filters only trigger on submit. I'm planning on running some logs so I can try to fix BMC's code, but if anyone has any documentation on how things should work, please share it with me so I don't end up reinventing the wheel, fire, etc. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Upgrade ARS to 7.5P4 to 8.1.00 Errors
Hello List,
Environment
All Local.
UNIX 6.1.7
JAVA 6_64 and 6_32
Oracle 11g
ARS 7.5PATCH 4 to 8.1.00
Spoke with BMC prior to upgrade, due to custom environment not overlay and not
ITSM , jump was possible.
Errors in up grade.
I have a request with BMC, but the only response so far is -- reiterating what
the install log clear states, Cannot establish a network connection to the AR
System server. So while I await other responses,
Please help.
arsystem_install.log
1. [SET PROPERTY BMC_DATABASE_USER_ROLE],Detail=[AROLE_GOXSA547]} -- GOXSD547
is an old server decommissioned. How can I correct? should it not say
AROLE_ARSYS?
2. (Feb 14 2014 02:33:58.213 PM
-0500),SEVERE,com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava,
THROWABLE EVENT {Description=[Error from RIKJ command ],Detail=[ERROR (90):
Cannot establish a network connection to the AR System server; A remote host
refused an attempted connect operation. ARSSERVER:ARSTCPPORT]},
Throwable=[com.bmc.arsys.rik.RIKException: ERROR (90): Cannot establish a
network connection to the AR System server; A remote host refused an attempted
connect operation. ARSSERVER:ARSTCPPORT
com.bmc.arsys.rik.command.svrinfo.ServerInformation.execute(ServerInformation.java:90)
com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava.setsvrinfoRIKJ(RIKUtilJava.java:525)
com.bmc.smbu.install.common.rule.engine.rik.RikUtil.setsvrinfo(RikUtil.java:495)
com.bmc.install.product.arsuitekit.task.ARSuiteKitPostInstallTask.execute(ARSuiteKitPostInstallTask.java:130)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
java.lang.Thread.run(Thread.java:736)],
Throwable=[ERROR (90): Cannot establish a network connection to the AR System
server; A remote host refused an attempted connect operation.
ARSSERVER:ARSTCPPORT
com.bmc.arsys.apitransport.ApiProxyJRpcBase.connectionTry(Unknown Source)
com.bmc.arsys.api.ProxyJRpc.getRpcClient(Unknown Source)
com.bmc.arsys.api.ProxyJRpc.ARSetSessionConfiguration(Unknown Source)
com.bmc.arsys.apitransport.ApiProxyBase.setProxyProperties(Unknown Source)
com.bmc.arsys.apitransport.connection.b.getProxy(Unknown Source)
com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source)
com.bmc.arsys.apitransport.connection.b.getProxy(Unknown Source)
com.bmc.arsys.api.ARServerUser.usePrivateRpcQueue(Unknown Source)
com.bmc.arsys.rik.ARConnection.createARConnection(ARConnection.java:145)
com.bmc.arsys.rik.ARConnection.createARConnection(ARConnection.java:115)
com.bmc.arsys.rik.ARHelper.getARConnection(ARHelper.java:107)
com.bmc.arsys.rik.ARHelper.getARConnection(ARHelper.java:149)
com.bmc.arsys.rik.command.RIKAbstractCommand.getArConnInBaseMode(RIKAbstractCommand.java:297)
com.bmc.arsys.rik.command.svrinfo.ServerInformation.execute(ServerInformation.java:74)
com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava.setsvrinfoRIKJ(RIKUtilJava.java:525)
com.bmc.smbu.install.common.rule.engine.rik.RikUtil.setsvrinfo(RikUtil.java:495)
com.bmc.install.product.arsuitekit.task.ARSuiteKitPostInstallTask.execute(ARSuiteKitPostInstallTask.java:130)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
java.lang.Thread.run(Thread.java:736)]
ARERROR/log
Fri Feb 14 14:27:45 2014 : Action Request System(R) Server Version 8.1.00
201301251157
(c) Copyright 1991-2013 BMC Software, Inc.
Fri Feb 14 14:27:52 2014 390600 : The SQL database operation failed. (ARERR
552)
Fri Feb 14 14:27:52 2014 Error 552 creating unique index on transition
table actlink_group_ids_UPG
Fri Feb 14 14:27:52 2014 ORA-01452: cannot CREATE UNIQUE INDEX; duplicate
keys found
Fri Feb 14 14:27:52 2014 lastsql CREATE UNIQUE INDEX actlink_group_ids_ind ON
actlink_group_ids_UPG (actlinkId,groupId,overlayExtended)
Fri Feb 14 14:27:52 2014 390600 : The SQL database operation failed. (ARERR
552)
Fri Feb 14 14:27:52 2014 Error 552 occurred while upgrading Overlay Masks
Fri Feb 14 14:27:52 2014 ORA-01452: cannot CREATE UNIQUE INDEX; duplicate
keys found
Fri Feb 14 14:27:52 2014 lastsql RENAME actlink_group_ids_UPG TO
actlink_group_ids
Fri Feb 14 14:27:52 2014: AR System server terminated - fatal error occurred in
ARSERVER (ARNOTE 21)
Fri Feb 14 14:27:52 2014 : Action Request System(R) Server Version 8.1.00
201301251157
(c) Copyright 1991-2013 BMC Software, Inc.
Fri Feb 14 14:27:53 2014 390600 : The SQL database operation failed. (ARERR
552)
Fri Feb 14 14:27:53 2014 Error 552 creating unique index on transition
table actlink_group_ids_UPG
Fri Feb 14 14:27:53 2014 ORA-01452: cannot CREATE UNIQUE INDEX; duplicate
keys found
Fri Feb 14 14:27:53 2014 lastsql CREATE UNIQUE INDEX actlink_group_ids_ind ON
actlink_group_ids_UPG (actlinkId,groupId,overlayExtended)
Fri Feb 14 14:27:53 2014 390600 : The SQL database operation failed. (ARERR
552)
Fri Feb 14 14:27:53 2014 Error 552 occurred while upgrading Overlay Masks
Fri Feb 14 14:27:53 2014 ORA-01452:
Re: Upgrade ARS to 7.5P4 to 8.1.00 Errors
It's hard to say what caused the ARERR 90 errors. Based on the database errors
it looks like you may have had a partial success with the first attempt to run
the installer, and as a result it's trying to create indexes that already exist
amongst other issues, which from my point of view looks like your database may
be corrupted at this point to where it might be easier to restore from a backup
and start again.
Thanks,
Shawn Pierson
Remedy Developer | Energy Transfer
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dee
Sent: Monday, February 17, 2014 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade ARS to 7.5P4 to 8.1.00 Errors
Hello List,
Environment
All Local.
UNIX 6.1.7
JAVA 6_64 and 6_32
Oracle 11g
ARS 7.5PATCH 4 to 8.1.00
Spoke with BMC prior to upgrade, due to custom environment not overlay and not
ITSM , jump was possible.
Errors in up grade.
I have a request with BMC, but the only response so far is -- reiterating what
the install log clear states, Cannot establish a network connection to the AR
System server. So while I await other responses,
Please help.
arsystem_install.log
1. [SET PROPERTY BMC_DATABASE_USER_ROLE],Detail=[AROLE_GOXSA547]} -- GOXSD547
is an old server decommissioned. How can I correct? should it not say
AROLE_ARSYS?
2. (Feb 14 2014 02:33:58.213 PM
-0500),SEVERE,com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava,
THROWABLE EVENT {Description=[Error from RIKJ command ],Detail=[ERROR (90):
Cannot establish a network connection to the AR System server; A remote host
refused an attempted connect operation. ARSSERVER:ARSTCPPORT]},
Throwable=[com.bmc.arsys.rik.RIKException: ERROR (90): Cannot establish a
network connection to the AR System server; A remote host refused an attempted
connect operation. ARSSERVER:ARSTCPPORT
com.bmc.arsys.rik.command.svrinfo.ServerInformation.execute(ServerInformation.java:90)
com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava.setsvrinfoRIKJ(RIKUtilJava.java:525)
com.bmc.smbu.install.common.rule.engine.rik.RikUtil.setsvrinfo(RikUtil.java:495)
com.bmc.install.product.arsuitekit.task.ARSuiteKitPostInstallTask.execute(ARSuiteKitPostInstallTask.java:130)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
java.lang.Thread.run(Thread.java:736)],
Throwable=[ERROR (90): Cannot establish a network connection to the AR System
server; A remote host refused an attempted connect operation.
ARSSERVER:ARSTCPPORT
com.bmc.arsys.apitransport.ApiProxyJRpcBase.connectionTry(Unknown Source)
com.bmc.arsys.api.ProxyJRpc.getRpcClient(Unknown Source)
com.bmc.arsys.api.ProxyJRpc.ARSetSessionConfiguration(Unknown Source)
com.bmc.arsys.apitransport.ApiProxyBase.setProxyProperties(Unknown Source)
com.bmc.arsys.apitransport.connection.b.getProxy(Unknown Source)
com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source)
com.bmc.arsys.apitransport.connection.b.getProxy(Unknown Source)
com.bmc.arsys.api.ARServerUser.usePrivateRpcQueue(Unknown Source)
com.bmc.arsys.rik.ARConnection.createARConnection(ARConnection.java:145)
com.bmc.arsys.rik.ARConnection.createARConnection(ARConnection.java:115)
com.bmc.arsys.rik.ARHelper.getARConnection(ARHelper.java:107)
com.bmc.arsys.rik.ARHelper.getARConnection(ARHelper.java:149)
com.bmc.arsys.rik.command.RIKAbstractCommand.getArConnInBaseMode(RIKAbstractCommand.java:297)
com.bmc.arsys.rik.command.svrinfo.ServerInformation.execute(ServerInformation.java:74)
com.bmc.smbu.install.common.rule.engine.rik.RIKUtilJava.setsvrinfoRIKJ(RIKUtilJava.java:525)
com.bmc.smbu.install.common.rule.engine.rik.RikUtil.setsvrinfo(RikUtil.java:495)
com.bmc.install.product.arsuitekit.task.ARSuiteKitPostInstallTask.execute(ARSuiteKitPostInstallTask.java:130)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
java.lang.Thread.run(Thread.java:736)]
ARERROR/log
Fri Feb 14 14:27:45 2014 : Action Request System(R) Server Version 8.1.00
201301251157
(c) Copyright 1991-2013 BMC Software, Inc.
Fri Feb 14 14:27:52 2014 390600 : The SQL database operation failed. (ARERR
552)
Fri Feb 14 14:27:52 2014 Error 552 creating unique index on transition
table actlink_group_ids_UPG
Fri Feb 14 14:27:52 2014 ORA-01452: cannot CREATE UNIQUE INDEX; duplicate
keys found
Fri Feb 14 14:27:52 2014 lastsql CREATE UNIQUE INDEX actlink_group_ids_ind ON
actlink_group_ids_UPG (actlinkId,groupId,overlayExtended)
Fri Feb 14 14:27:52 2014 390600 : The SQL database operation failed. (ARERR
552)
Fri Feb 14 14:27:52 2014 Error 552 occurred while upgrading Overlay Masks
Fri Feb 14 14:27:52 2014 ORA-01452: cannot CREATE UNIQUE INDEX; duplicate
keys found
Fri Feb 14 14:27:52 2014 lastsql RENAME actlink_group_ids_UPG TO
actlink_group_ids Fri Feb 14 14:27:52 2014: AR System server terminated - fatal
error occurred in ARSERVER (ARNOTE 21) Fri Feb 14 14:27:52 2014 :
Re: Upgrade ARS to 7.5P4 to 8.1.00 Errors
Perfect. Thanks Shawn. That was what I thought too. I will restore and rerun the installer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Emails in diffrent languages
Hi We are running Remedy 7.6.04 without any language packs. We are a bit reluctant to add the language packs now and are wondering if we can get away with a easier solution. The issue is regarding the emails that are sent out. Would it be possible to make a copy of the notification in the SYS:Notification Message form, change the text and add a Local value corresponding to the email notification language that the user has in People form? Would that be sufficient in order to get the email (like resolution email) in the language the user would prefer. Or would this not work without the language packs (if so then why)? Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar Marika René Product Specialist BMC Remedy Box 803, 251 08 HELSINGBORG Rönnowsgatan 8, 252 25 HELSINGBORG SWEDEN * Email: marika.r...@ikea.commailto:marika.r...@ikea.com * Office : +46 - 42 - 26 49 43 * Mobile : +46 - 766 - 19 00 70 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Emails in different languages
Hi Marika, Yes you can do this exactly as you have described without language packs. You need to ensure the correct local for the users to receive the custom Notification. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Marika René Sent: 17 February 2014 16:42 To: arslist@ARSLIST.ORG Subject: Emails in diffrent languages ** Hi We are running Remedy 7.6.04 without any language packs. We are a bit reluctant to add the language packs now and are wondering if we can get away with a easier solution. The issue is regarding the emails that are sent out. Would it be possible to make a copy of the notification in the SYS:Notification Message form, change the text and add a Local value corresponding to the email notification language that the user has in People form? Would that be sufficient in order to get the email (like resolution email) in the language the user would prefer. Or would this not work without the language packs (if so then why)? Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar Marika René Product Specialist BMC Remedy Box 803, 251 08 HELSINGBORG Rönnowsgatan 8, 252 25 HELSINGBORG SWEDEN * Email: marika.r...@ikea.com ( Office : +46 - 42 - 26 49 43 ( Mobile : +46 - 766 - 19 00 70 _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: Emails in diffrent languages
Marika No reason why it should not work. As long as you specify the correct tag and or set the locale you should be able to send an email out with whatever template you want. Although you might have to check that the special characters get displayed properly. Thanks Shafqat Ayaz From: Marika René marika.r...@ikea.com To: arslist@ARSLIST.ORG Sent: Monday, February 17, 2014 4:41 PM Subject: Emails in diffrent languages ** Hi We are running Remedy 7.6.04 without any language packs. We are a bit reluctant to add the language packs now and are wondering if we can get away with a easier solution. The issue is regarding the emails that are sent out. Would it be possible to make a copy of the notification in the SYS:Notification Message form, change the text and add a Local value corresponding to the email notification language that the user has in People form? Would that be sufficient in order to get the email (like resolution email) in the language the user would prefer. Or would this not work without the language packs (if so then why)? Best Regards / Mit freundlichen grüssen / Med Vänliga Hälsningar Marika René Product Specialist BMC Remedy Box 803, 251 08 HELSINGBORG Rönnowsgatan 8, 252 25 HELSINGBORG SWEDEN *Email: marika.r...@ikea.com (Office : +46 - 42 - 26 49 43 (Mobile : +46 - 766 - 19 00 70 _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: 8.1 RBE Documentation
Hi Shawn, Is this RBE something that is ITSM? We're on 8.1 and I do not find anything looking like RBE. What is the form name? Thanks, Susan On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** So we've been on 8.1 for a few weeks now (I should post an update to the Mid Tier issues thread, it's mostly working for me now.) We ripped out our fully-functional custom email processing code to use the Rules Based Email stuff that was added in 8.1. It seems to work most of the time, but it's mostly undocumented and difficult to troubleshoot. Is anyone else using this 8.1 functionality and has more thorough documentation than BMC provides? Specifically, I'm looking for information on how to troubleshoot the RBE, and what to do when a failure occurs and how you can resubmit an email. For example, I found a failure that was due to the email address being incorrect in the People record, so I updated the People record and would like to go re-submit the email to process. On the RBE:Message form there's a Status field that you would think you should be able to set back to New and it would trigger the workflow, but without looking at it my guess is that the filters only trigger on submit. I'm planning on running some logs so I can try to fix BMC's code, but if anyone has any documentation on how things should work, please share it with me so I don't end up reinventing the wheel, fire, etc. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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: 8.1 RBE Documentation
Rules Based Email. It probably has a different official name but the forms are prefixed with RBE. Basically I built (then a colleague improved upon) two custom email integrations that were in use up until 7.6.4. The first was email-based approvals, which I could almost accuse BMC of copying except their underlying code is completely different from mine, and the second was the ability to create and update Incidents (along with multiple inboxes tied to different Incident Templates.) With 8.1, we decided to try to be more out of the box on incoming emails, so we've used the Rules Based Email stuff in 8.1 to create and update Incidents, and we've built some very custom rules with slight custom code to handle inbound email approvals (the out of the box 8.1 functionality is basically on the level of the first version I built, which doesn't handle all the cool features we've added to handle attachments, justifications, alternates, etc.) My problem is, for various reasons within my organization we have difficulty with the source data that feeds into CTM:People being accurate, so sometimes we'll get a People record with a valid email address but not one that the user users because it's not from their primary domain. Or we may get a new hire that isn't yet set up in such a way that Remedy knows they have an email address yet even though they're sitting at their desk firing off emails to create Incidents. If you're curious about how well documented it is, take a look at this Troubleshooting section: https://docs.bmc.com/docs/display/public/servicedesk81/Troubleshooting+email+record+creation+and+updates Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: Monday, February 17, 2014 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: 8.1 RBE Documentation ** Hi Shawn, Is this RBE something that is ITSM? We're on 8.1 and I do not find anything looking like RBE. What is the form name? Thanks, Susan On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** So we've been on 8.1 for a few weeks now (I should post an update to the Mid Tier issues thread, it's mostly working for me now.) We ripped out our fully-functional custom email processing code to use the Rules Based Email stuff that was added in 8.1. It seems to work most of the time, but it's mostly undocumented and difficult to troubleshoot. Is anyone else using this 8.1 functionality and has more thorough documentation than BMC provides? Specifically, I'm looking for information on how to troubleshoot the RBE, and what to do when a failure occurs and how you can resubmit an email. For example, I found a failure that was due to the email address being incorrect in the People record, so I updated the People record and would like to go re-submit the email to process. On the RBE:Message form there's a Status field that you would think you should be able to set back to New and it would trigger the workflow, but without looking at it my guess is that the filters only trigger on submit. I'm planning on running some logs so I can try to fix BMC's code, but if anyone has any documentation on how things should work, please share it with me so I don't end up reinventing the wheel, fire, etc. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC SRM Process Consultant in Toronto
Hello Kaniya, I am interested in the position. Was is the rate of pay? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1 RBE Documentation
Thanks Shawn, Ahhh ... definitely ITSM related. I have no RBE: forms. We have alot of email formats but they are handled in filters. Always looking for a better way ! Thanks, Susan On Mon, Feb 17, 2014 at 11:09 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Rules Based Email. It probably has a different official name but the forms are prefixed with RBE. Basically I built (then a colleague improved upon) two custom email integrations that were in use up until 7.6.4. The first was email-based approvals, which I could almost accuse BMC of copying except their underlying code is completely different from mine, and the second was the ability to create and update Incidents (along with multiple inboxes tied to different Incident Templates.) With 8.1, we decided to try to be more out of the box on incoming emails, so we've used the Rules Based Email stuff in 8.1 to create and update Incidents, and we've built some very custom rules with slight custom code to handle inbound email approvals (the out of the box 8.1 functionality is basically on the level of the first version I built, which doesn't handle all the cool features we've added to handle attachments, justifications, alternates, etc.) My problem is, for various reasons within my organization we have difficulty with the source data that feeds into CTM:People being accurate, so sometimes we'll get a People record with a valid email address but not one that the user users because it's not from their primary domain. Or we may get a new hire that isn't yet set up in such a way that Remedy knows they have an email address yet even though they're sitting at their desk firing off emails to create Incidents. If you're curious about how well documented it is, take a look at this Troubleshooting section: https://docs.bmc.com/docs/display/public/servicedesk81/Troubleshooting+email+record+creation+and+updates Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer *Sent:* Monday, February 17, 2014 11:01 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: 8.1 RBE Documentation ** Hi Shawn, Is this RBE something that is ITSM? We're on 8.1 and I do not find anything looking like RBE. What is the form name? Thanks, Susan On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** So we've been on 8.1 for a few weeks now (I should post an update to the Mid Tier issues thread, it's mostly working for me now.) We ripped out our fully-functional custom email processing code to use the Rules Based Email stuff that was added in 8.1. It seems to work most of the time, but it's mostly undocumented and difficult to troubleshoot. Is anyone else using this 8.1 functionality and has more thorough documentation than BMC provides? Specifically, I'm looking for information on how to troubleshoot the RBE, and what to do when a failure occurs and how you can resubmit an email. For example, I found a failure that was due to the email address being incorrect in the People record, so I updated the People record and would like to go re-submit the email to process. On the RBE:Message form there's a Status field that you would think you should be able to set back to New and it would trigger the workflow, but without looking at it my guess is that the filters only trigger on submit. I'm planning on running some logs so I can try to fix BMC's code, but if anyone has any documentation on how things should work, please share it with me so I don't end up reinventing the wheel, fire, etc. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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: Friday Special, The First Post to the ARSList
I began in late 1996 as a Remedy Administrator so green that my experience with Remedy could be measured in hours. Trim fields in 3.0 allowed me to look like I knew something useful, as I made literally the worst GUI design ever into a usable form. Rick On Feb 17, 2014 9:21 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** I am mid 1998. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W *Sent:* Friday, February 14, 2014 3:13 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Daniel *Sent:* Friday, February 14, 2014 3:04 PM *To:* arslist@ARSLIST.ORG *Subject:* ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long J 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. ... Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our members from time to time so we know who we all are. Perhaps if you all include whether you agree/disagree with posting a list to this list. Once again, welcome to you all, and I look forward to a useful and fun exchange of information. Just a quick statement of our use. We purchased the product around April 1992, and went production with it in Nov. 1992. We are about to have our first birthday of regular use. We have 5 production schemas, and are working on another 5 to become production soon. One server: UNIX /Sun equivalent/ with the run time SYBASE module as the data base engine. We use it as our problem tracker, major system problem alert, manuals data base, account tracker and shortly we will keep track of internal course registrations. ... dan Dan Bloom, Senior Consultant, CCIS/Help Services _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: Emails in diffrent languages
You should be able to do as long as you have UTF8 support at OS and DB level based on what kind of languages you want to support. No need to install special language packs. Currently we are sending emails from Remedy in 8 to 9 different languages. English, Chinese, Japanese and a few European languages ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Friday Special, The First Post to the ARSList
User 1993 Admin 1997 Dev 1998 Sent from my iPhone On Feb 17, 2014, at 12:39 PM, Rick Cook remedyr...@gmail.com wrote: ** I began in late 1996 as a Remedy Administrator so green that my experience with Remedy could be measured in hours. Trim fields in 3.0 allowed me to look like I knew something useful, as I made literally the worst GUI design ever into a usable form. Rick On Feb 17, 2014 9:21 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** I am mid 1998. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn’t take long J 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it’s developers, but I digress. … Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our members from time to time so we know who we all are. Perhaps if you all include whether you agree/disagree with posting a list to this list. Once again, welcome to you all, and I look forward to a useful and fun exchange of information. Just a quick statement of our use. We purchased the product around April 1992, and went production with it in Nov. 1992. We are about to have our first birthday of regular use. We have 5 production schemas, and are working on another 5 to become production soon. One server: UNIX /Sun equivalent/ with the run time SYBASE module as the data base engine. We use it as our problem tracker, major system problem alert, manuals data base, account tracker and shortly we will keep track of internal course registrations. ... dan Dan Bloom, Senior Consultant, CCIS/Help Services _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
8.1 Mid Tier Issues Resolved
Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to slow down for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display Caught exception errors all over the place. There are many other ITSM 8.1 issues so don't get the idea that I think it's a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it's not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that's still manageable since we aren't changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That's all I can think of for now but I hope someone else gets some benefit from this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Atrium SSO with ARS
HI All, Need your suggestions on the below requirements: Atrium SSO to be integrated with ARS( Mid Tier). in Remedy we will be having 2 set of people profiles, i) profiles having Blank password i.e they will be authenticated from AD ii)profiles having password in User form. so, what is the process to be followed to integrate Atrium SSO with Remedy. I have followed the steps given in Atrium SSO guide for Integrating ARS with Atrium SSO and manually configuring mid tier with SSO, but the integration is not working if we have AREA LDAP configurations given in ARS. so request your suggestions if anyone has implemented the above requirements. Regards, Santosh Kumar S ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Friday Special, The First Post to the ARSList
I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:13 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long :) 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. ... Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.camailto:dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.camailto:arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.camailto:postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.camailto:arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.camailto:9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.commailto:d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.camailto:dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our members from time to time so we know who we all are. Perhaps if you all include whether you agree/disagree with posting a list to this list. Once again, welcome to you all, and I look forward to a useful and fun exchange of information. Just a quick statement of our use. We purchased the product around April 1992, and went production with it in Nov. 1992. We are about to have our first birthday of regular use. We have 5 production schemas, and are working on another 5 to become production soon. One server: UNIX /Sun equivalent/ with the run time SYBASE module as the data base engine. We use it as our problem tracker, major system problem alert, manuals data base, account tracker and shortly we will keep track of internal course registrations. ... dan Dan Bloom, Senior Consultant, CCIS/Help Services _ARSlist: Where the Answers Are and have been for 20
Re: Friday Special, The First Post to the ARSList
June 1995 ARSlist later that year Went through several training classes (mgmt believed in those then) and then worked with a very experienced contractor/developer before being allowed to do easy things ... lol ... he was cautious. Lucky enough at two long term companies and a 2 yr stint as a contractor, to remain a 'custom' developer in enterprise systems. Of course during the whole time always an administrator, tester, project manager, guidance counselor, trimmer of the herd of requests, crystal ball interpreter, salesperson, defender etc. On Mon, Feb 17, 2014 at 12:55 PM, Reiser, John J john.j.rei...@lmco.comwrote: ** I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W *Sent:* Friday, February 14, 2014 4:13 PM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Daniel *Sent:* Friday, February 14, 2014 3:04 PM *To:* arslist@ARSLIST.ORG *Subject:* ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long J 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. ... Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our members from time to time so we know who we all are. Perhaps if you all include whether you agree/disagree with posting a list to this list. Once again, welcome to you all, and I look forward to a useful and fun exchange of information. Just a quick statement of
Re: Friday Special, The First Post to the ARSList
Mine was when I installed my first 3.2 system and nothing worked. Hbr Sent from my iPhone 5 On Feb 17, 2014, at 2:16 PM, Susan Palmer suzanpal...@gmail.com wrote: ** June 1995 ARSlist later that year Went through several training classes (mgmt believed in those then) and then worked with a very experienced contractor/developer before being allowed to do easy things ... lol ... he was cautious. Lucky enough at two long term companies and a 2 yr stint as a contractor, to remain a 'custom' developer in enterprise systems. Of course during the whole time always an administrator, tester, project manager, guidance counselor, trimmer of the herd of requests, crystal ball interpreter, salesperson, defender etc. On Mon, Feb 17, 2014 at 12:55 PM, Reiser, John J john.j.rei...@lmco.com wrote: ** I’ve been working Remedy since before the “dark days”. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn’t want to leave 4.5.2 and now I’m faced with weaning people off of 7.6.0x for the Mid Tier. I’ve come to accept the Dev Studio but still work with Les’ ARUtilities and Misi’s RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:13 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn’t take long J 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it’s developers, but I digress. … Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our
Re: Friday Special, The First Post to the ARSList
I started sometime in 1998, version 3.0 I think, been awhile. Bounced between custom and out of the box, depended on what company I was working at. Worked on both *nix and Win platforms. Got to meet and in some cases work with many of you; particularly if you worked in the Tri-state area or you been to RUGs Hard to believe it's been over 15 years. Good times. Ben Cantatore Remedy Architect Bed Bath Beyond 650 Liberty Avenue Union NJ 07083-8130 Office: (908) 613-5769 Cell: (914) 263-6802 From: Reiser, John J john.j.rei...@lmco.com To: arslist@ARSLIST.ORG, Date: 02/17/2014 01:56 PM Subject:Re: Friday Special, The First Post to the ARSList Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** I?ve been working Remedy since before the ?dark days?. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn?t want to leave 4.5.2 and now I?m faced with weaning people off of 7.6.0x for the Mid Tier. I?ve come to accept the Dev Studio but still work with Les? ARUtilities and Misi?s RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:13 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn?t take long J 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it?s developers, but I digress. ? Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our members from time to time so we know who we all are. Perhaps if you all include whether you agree/disagree with posting a list to this list. Once again, welcome to you all, and I look forward to a useful and fun exchange of information. Just a quick statement of our use. We
Re: Friday Special, The First Post to the ARSList
Yes tab fields were introduced in version 4.00 which helped us customize the look and feel of older helpdesk forms to shorten their lengths so no scrolling was required. You may be right about currency fields not being a 4.5 feature - it could be later. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse Sent: Monday, February 17, 2014 1:50 AM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList ** Oh boy, this does bring back memories..:-) I started With Remedy in late '96 (ver 2.1) and must have joined the list initially around '97 or '98. Even though I also have not been a frequent poster, and like Joe and Dariusz, also switched domains through the years until finally rather settling on using my personal mailbox for the list, the list has been a valuable resource for me ever since those early days - a big thanks to Dan and all the others who also post Friday Humor, good-to-know things and real solutions to issues here! If memory serves me correctly, Joe is right about the versions features - not 100% sure about the currency fields though (... it is a long time ago... :-) ), but I am sure about page tabs being introduced in v4.00 as I am currently back at the company who had the very first implementation of ARS v4.00 in my country (South Africa). I remember making the decision to design and develop their first event logging system (still running) on the new, feared and unknown v4.00 because v3.2.1. did not offer tabs and the customer expected a like-or-better GUI than the VB-based app we had to replace. At the time, I was sick and tired of battling the mess of placing and hiding fields on top of each other to make the system appear to have tabs with buttons and active links. That turned out to be the right decision in the end. :--) This company is still a 100% custom-built shop and I truly hope that it will stay that way, because custom-built shops are a dying breed in the Remedy space in my country. @ Dan: With 4214 current subscribers, you have come a long way with keeping the list going from that first lot of 27..Thanks a stack!! :-) @Dariusz: Just do a quick scan through the subject lines once in the morning and pick the topics of interest to you. There sometimes truly is too much to read each and every post Best Regards, Theo On Sun, Feb 16, 2014 at 5:42 PM, Joe D'Souza jdso...@shyle.net wrote: ** Brings back some memories too. Trim fields were introduced in version 3 I think with horizontal and vertical lines. You actually needed to check MPSO and buy an MPSO license in that version and the next in order to implement multiple processes. It was actually recognized as a feature. There were no currency fields until much later (version 4.5 I think). Good naming convention however has not lost as much importance as some of the other features have lost as others were built over them. I still think you could end up with quite a messy system with bad or arbitrary conventions. And yes Shared Workflow came in version 5.x if I recall right, and if used correctly is a very useful tool. I do not recall the exact year I joined, but it could not have been as early as mid 1998 (that was the timeframe I began with Remedy) but not as late as after 1999. I think somewhere mid 1999.. Since then I have switched a domain, and then stuck to my joe_rem...@yahoo.com address for quite a while now as its my personal address. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge Sent: Friday, February 14, 2014 4:21 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList ** Hi Dan Fred, This brings back memories. Though I've only been a very infrequent participant in the ARSList (something I've been lately trying to change), I've been working with ARS for nearly as long. I was with Brookhaven National Lab (home of the RHIC) back in the 93-94 timeframe when we bought ARS at version (something like) 1.2b. I was the lead developer on our own project to implement our own Help Desk. In those days object names were only 30 characters in length, and the Admin tool didn't allow for detailed listing, so you only had the names to go by. Imagine (or recollect) looking at the list of, say, filters for all forms and not knowing which filter goes with which form, what triggers they'd fire on, or what order they'd fire. Good naming conventions were critical. There were no table fields and a more limited set of field data types. And if I remember correctly, no trim fields either. There also was no shared workflow, but I've come to think that shared workflow was a mistake anyway. Yes, Fred, I also remain 100% custom, though I think I installed some of ITSM once a long time ago...this doesn't count against me,
Re: Friday Special, The First Post to the ARSList
I could not understand the benefit (still do not) of checkboxes over radio buttons, at least the way they functionally work in the ARS. I'll explain.. Sure they are an extension to Radio Buttons in the sense that in the GUI, they are squared up and only a single checkbox option per check box field. I get that. What I do not get is why would certain functionality like that of the action 'Return' not work with checkboxes on selection of its value, as it would if it were a Radio Button. If that is by design, what really was the purpose of deprecating those functions from checkboxes but making them available on a single value radio button? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Monday, February 17, 2014 1:55 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:13 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long :-) 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. . Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the product for real world situations. The first item that should be taken care of is the following: I invited Remedy Corporation to join us. They are represented by Doug Mueller, I believe officially a VP of the company, but in reality the backbone of the creation of the product. We couldn't do better. I warned Doug that if Remedy listens to, or at their own discretion participates in, discussions that they will have to take the bad with the good, and without retribution if they don't like what we say. Since it was an arbitrary decision by me to include them, I would like a vote on the subject. Could you all send a vote in to dan...@yorku.ca on Remedy inclusion/exclusion. Also, we should decide on posting a list to the list of all our members from time to time so we know who we all are. Perhaps if you all include whether you
Re: Friday Special, The First Post to the ARSList
Hi Joe, Sure the Return trigger works with checkboxes, and exactly as though it were a drop-down or a radio button (in fact, I suspect the underlying mechanism is completely divorced from the display type of the selection field). Try this: Create a selection field with the display type initially set to Radio Button, then create an Return triggered AL that does something (a message, say). Make sure it works. Then, switch the display type to checkbox. It should still work. I use this mechanism (Return triggered AL's on checkboxes) extensively. I'm quite sure it works. Or perhaps I'm misunderstanding the problem you're describing...? -charlie On Mon, Feb 17, 2014 at 1:20 PM, Joe D'Souza jdso...@shyle.net wrote: ** I could not understand the benefit (still do not) of checkboxes over radio buttons, at least the way they functionally work in the ARS. I'll explain.. Sure they are an extension to Radio Buttons in the sense that in the GUI, they are squared up and only a single checkbox option per check box field. I get that. What I do not get is why would certain functionality like that of the action 'Return' not work with checkboxes on selection of its value, as it would if it were a Radio Button. If that is by design, what really was the purpose of deprecating those functions from checkboxes but making them available on a single value radio button? Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J *Sent:* Monday, February 17, 2014 1:55 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W *Sent:* Friday, February 14, 2014 4:13 PM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Daniel *Sent:* Friday, February 14, 2014 3:04 PM *To:* arslist@ARSLIST.ORG *Subject:* ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long J 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. ... Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca Message-Id: 9311021003.zm18...@afep.yorku.ca X-Envelope-To: d...@remedy.com X-Mailer: Z-Mail (2.1.5 20sep93) Status: RO I've just noticed that there are currently 27 registrants to the list, but no one has ever sent a note to it! Hence this note. Welcome to the ARS List, primarily for the discussion of ARS related issues by those members of the HelpDesk list that are running this product. It is *not* meant to replace the HelpDesk list, nor act as a clearing house of problems that should be directed to Technical Support at Remedy Corp. Sometimes it could be quicker than waiting for a response from Remedy Corp. and obviously we have the practical experience in using the
Re: Routed from secured to unsecured web url.
I am guessing you'll may have reverted the redirection script or mechanism on the load balancer, but not on individual servers? I'm wondering aloud though as to why would you'll need to unsecure an URL? Was it broken? If not what were you'll attempting to fix by un-securing it? While I love to tinker with things too, I have learnt through my mistakes over these years that if it's not broken, there is nothing to be fixed. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Suresh Loganathan Sent: Monday, February 17, 2014 9:13 AM To: arslist@ARSLIST.ORG Subject: Routed from secured to unsecured web url. ** Hi team, Recently, im getting our remedy web url access routed from secured to unsecured i.e., https to http. If we connect via original web url not load balancer it's working fine. Issue only occured in Load Balancer. Can any of us help to fix this issue. Remedy version: 8.1 Tomcat Apache: 6.0 Regards, Suresh L ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Friday Special, The First Post to the ARSList
Then it is perhaps not the Return. Its perhaps the Menu Select.. Play around with it - one of them do not work. This was from version (whenever it was that check boxes came out) until 7.6.04. I have not worked with 8.x to see if it is still the case with it. When I first noticed it not working in the very first version when check boxes were out, I did exactly what you asked me to try. Changed display type from radio to check box and it failed, but when I reversed, it worked with no change in workflow. What version are you on? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge Sent: Monday, February 17, 2014 4:30 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList ** Hi Joe, Sure the Return trigger works with checkboxes, and exactly as though it were a drop-down or a radio button (in fact, I suspect the underlying mechanism is completely divorced from the display type of the selection field). Try this: Create a selection field with the display type initially set to Radio Button, then create an Return triggered AL that does something (a message, say). Make sure it works. Then, switch the display type to checkbox. It should still work. I use this mechanism (Return triggered AL's on checkboxes) extensively. I'm quite sure it works. Or perhaps I'm misunderstanding the problem you're describing...? -charlie On Mon, Feb 17, 2014 at 1:20 PM, Joe D'Souza jdso...@shyle.net wrote: ** I could not understand the benefit (still do not) of checkboxes over radio buttons, at least the way they functionally work in the ARS. I'll explain.. Sure they are an extension to Radio Buttons in the sense that in the GUI, they are squared up and only a single checkbox option per check box field. I get that. What I do not get is why would certain functionality like that of the action 'Return' not work with checkboxes on selection of its value, as it would if it were a Radio Button. If that is by design, what really was the purpose of deprecating those functions from checkboxes but making them available on a single value radio button? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Monday, February 17, 2014 1:55 PM To: arslist@ARSLIST.ORG Subject: Re: Friday Special, The First Post to the ARSList I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:13 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Sent: Friday, February 14, 2014 3:04 PM To: arslist@ARSLIST.ORG Subject: ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random Friday for this. I was a bit busy on the true anniversary date. So, for fun, I thought I would repost the first post to the ARSlist, which of course was me. I took the liberty of correcting my spelling errors. For the newbies on the list, the ones that joined after around 1995, originally there was no Help Desk or ITSM suite, at some point Remedy Corp. created a Help Desk template. We created our own Help Desk from scratch, which of course with the Remedy Admin tool didn't take long :-) 21 years ago we had a 3.5GL that provided more functionality to developers than Service Now has created so far for it's developers, but I digress. . Dan - Date: Tue, 2 Nov 1993 10:03:20 -0500 From: Daniel Bloom, Senior Consultant, CCIS/Help Services dan...@yorku.ca Subject: Welcome To: arsl...@orion.yorku.ca Errors-To: postmas...@orion.yorku.ca Reply-To: arsl...@orion.yorku.ca
Flashboards and Email Service Wont Start
ARS 7.6.04 SP4 ITSM 7.6.04 SP4 I just upgraded the java on my server from Java 6u31 to Java 7u51. After the java upgrade, the Flashboards and Email services will no longer start. There are no error logs generated in the Flashboards or Email directory. ARS seems to be functioning as expected. These are the steps I took. I uninstalled jre6 and installed jre7I updated the armonitor.log and replaced jre6 with jre7I updated the emailstart.bat and emailstop.bat and replace jre6 with jre7I updated the jvm.dll path in the registry. under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Flashboards Server and HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Server The error in the event viewer shows Could not load the Java Virtual Machine Am I missing some other file that needs updated? Thanks in advance. Kevin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Friday Special, The First Post to the ARSList
I know Join forms were introduced in 3.2, and I think push field actions were added in 4.0, amazing that we were able to do what we did without some of the things we have now :) ** Yes tab fields were introduced in version 4.00 which helped us customize the look and feel of older helpdesk forms to shorten their lengths so no scrolling was required. You may be right about currency fields not being a 4.5 feature - it could be later. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Theo Fondse *Sent:* Monday, February 17, 2014 1:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList ** Oh boy, this does bring back memories..:-) I started With Remedy in late '96 (ver 2.1) and must have joined the list initially around '97 or '98. Even though I also have not been a frequent poster, and like Joe and Dariusz, also switched domains through the years until finally rather settling on using my personal mailbox for the list, the list has been a valuable resource for me ever since those early days - a big thanks to Dan and all the others who also post Friday Humor, good-to-know things and real solutions to issues here! If memory serves me correctly, Joe is right about the versions features - not 100% sure about the currency fields though (... it is a long time ago... :-) ), but I am sure about page tabs being introduced in v4.00 as I am currently back at the company who had the very first implementation of ARS v4.00 in my country (South Africa). I remember making the decision to design and develop their first event logging system (still running) on the new, feared and unknown v4.00 because v3.2.1. did not offer tabs and the customer expected a like-or-better GUI than the VB-based app we had to replace. At the time, I was sick and tired of battling the mess of placing and hiding fields on top of each other to make the system appear to have tabs with buttons and active links. That turned out to be the right decision in the end. :--) This company is still a 100% custom-built shop and I truly hope that it will stay that way, because custom-built shops are a dying breed in the Remedy space in my country. @ Dan: With 4214 current subscribers, you have come a long way with keeping the list going from that first lot of 27..Thanks a stack!! :-) @Dariusz: Just do a quick scan through the subject lines once in the morning and pick the topics of interest to you. There sometimes truly is too much to read each and every post Best Regards, Theo On Sun, Feb 16, 2014 at 5:42 PM, Joe D'Souza jdso...@shyle.net wrote: ** Brings back some memories too... Trim fields were introduced in version 3 I think with horizontal and vertical lines. You actually needed to check MPSO and buy an MPSO license in that version and the next in order to implement multiple processes. It was actually recognized as a feature. There were no currency fields until much later (version 4.5 I think). Good naming convention however has not lost as much importance as some of the other features have lost as others were built over them. I still think you could end up with quite a messy system with bad or arbitrary conventions. And yes Shared Workflow came in version 5.x if I recall right, and if used correctly is a very useful tool. I do not recall the exact year I joined, but it could not have been as early as mid 1998 (that was the timeframe I began with Remedy) but not as late as after 1999. I think somewhere mid 1999.. Since then I have switched a domain, and then stuck to my joe_rem...@yahoo.com address for quite a while now as its my personal address. Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Charlie Lotridge *Sent:* Friday, February 14, 2014 4:21 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList ** Hi Dan Fred, This brings back memories. Though I've only been a very infrequent participant in the ARSList (something I've been lately trying to change), I've been working with ARS for nearly as long. I was with Brookhaven National Lab (home of the RHIC) back in the 93-94 timeframe when we bought ARS at version (something like) 1.2b. I was the lead developer on our own project to implement our own Help Desk. In those days object names were only 30 characters in length, and the Admin tool didn't allow for detailed listing, so you only had the names to go by. Imagine (or recollect) looking at the list of, say, filters for all forms and not knowing which filter goes with which form, what triggers they'd fire on, or what order they'd fire. Good naming conventions were critical. There were no table fields and a more limited set of field data types. And if I remember correctly, no trim fields either. There also was
Re: Friday Special, The First Post to the ARSList
Currently I'm using v8.1, but only recently came up from 7.1 where I'm also sure it (trigger on Return) worked. My immediate recollection (which I'm guessing is wrong from what you're describing) is that menu select never did work on selection fields but only on return. And I recall that this was always confusing to me because when the display type is drop-down, you're essentially selecting from a menu. So why is the trigger on return? Always seemed weird. But if I am wrong and menu select did used to work, well, then at worst it's an inconvenience to identify and switch from menu select to on return. At least workflow is triggerable on the action of checking (or unchecking) a checkbox. On Mon, Feb 17, 2014 at 1:36 PM, Joe D'Souza jdso...@shyle.net wrote: ** Then it is perhaps not the Return. Its perhaps the Menu Select.. Play around with it - one of them do not work. This was from version (whenever it was that check boxes came out) until 7.6.04. I have not worked with 8.x to see if it is still the case with it. When I first noticed it not working in the very first version when check boxes were out, I did exactly what you asked me to try. Changed display type from radio to check box and it failed, but when I reversed, it worked with no change in workflow. What version are you on? Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Charlie Lotridge *Sent:* Monday, February 17, 2014 4:30 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList ** Hi Joe, Sure the Return trigger works with checkboxes, and exactly as though it were a drop-down or a radio button (in fact, I suspect the underlying mechanism is completely divorced from the display type of the selection field). Try this: Create a selection field with the display type initially set to Radio Button, then create an Return triggered AL that does something (a message, say). Make sure it works. Then, switch the display type to checkbox. It should still work. I use this mechanism (Return triggered AL's on checkboxes) extensively. I'm quite sure it works. Or perhaps I'm misunderstanding the problem you're describing...? -charlie On Mon, Feb 17, 2014 at 1:20 PM, Joe D'Souza jdso...@shyle.net wrote: ** I could not understand the benefit (still do not) of checkboxes over radio buttons, at least the way they functionally work in the ARS. I'll explain.. Sure they are an extension to Radio Buttons in the sense that in the GUI, they are squared up and only a single checkbox option per check box field. I get that. What I do not get is why would certain functionality like that of the action 'Return' not work with checkboxes on selection of its value, as it would if it were a Radio Button. If that is by design, what really was the purpose of deprecating those functions from checkboxes but making them available on a single value radio button? Joe -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J *Sent:* Monday, February 17, 2014 1:55 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Friday Special, The First Post to the ARSList I've been working Remedy since before the dark days. I started with ARS 2.0 and ARtext 1.5x in late 1994. I cheered when checkboxes were announced until they showed us that they were square single choice radio buttons, but I digress. All custom all the time. I lost my original enrollment date in ARSList when an overzealous Exchange server rejected every posting as spam but Dan got me back online quickly. I didn't want to leave 4.5.2 and now I'm faced with weaning people off of 7.6.0x for the Mid Tier. I've come to accept the Dev Studio but still work with Les' ARUtilities and Misi's RRR tools to get things done. Good times, good times. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Grooms, Frederick W *Sent:* Friday, February 14, 2014 4:13 PM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: Friday Special, The First Post to the ARSList ** I wonder how many List members are from 2000 or earlier Some of us are still 100% pure custom (no CMDB, no ITSM) Fred *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Daniel *Sent:* Friday, February 14, 2014 3:04 PM *To:* arslist@ARSLIST.ORG *Subject:* ADM: Friday Special, The First Post to the ARSList ** Well, me being me I have chosen a random
Re: Atrium SSO with ARS
Santosh, We have been using Java System Solution's SSO solution for two years now and it has been flawless. Great support as well! Jim Coryat x34655 From: Santosh kumar s [mailto:santura...@gmail.com] Sent: Monday, February 17, 2014 11:44 AM Subject: Atrium SSO with ARS ** HI All, Need your suggestions on the below requirements: Atrium SSO to be integrated with ARS( Mid Tier). in Remedy we will be having 2 set of people profiles, i) profiles having Blank password i.e they will be authenticated from AD ii)profiles having password in User form. so, what is the process to be followed to integrate Atrium SSO with Remedy. I have followed the steps given in Atrium SSO guide for Integrating ARS with Atrium SSO and manually configuring mid tier with SSO, but the integration is not working if we have AREA LDAP configurations given in ARS. so request your suggestions if anyone has implemented the above requirements. Regards, Santosh Kumar S _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: Flashboards and Email Service Wont Start
Kevin, Did you mean you updated the armonitor.log file or did you mean you updated the armonitor.cfg file? While one is just a log file, the other is a startup configuration file. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: Monday, February 17, 2014 5:12 PM To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start ARS 7.6.04 SP4 ITSM 7.6.04 SP4 I just upgraded the java on my server from Java 6u31 to Java 7u51. After the java upgrade, the Flashboards and Email services will no longer start. There are no error logs generated in the Flashboards or Email directory. ARS seems to be functioning as expected. These are the steps I took. * I uninstalled jre6 and installed jre7 * I updated the armonitor.log and replaced jre6 with jre7 * I updated the emailstart.bat and emailstop.bat and replace jre6 with jre7 * I updated the jvm.dll path in the registry. under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Flashboards Server and HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Server The error in the event viewer shows Could not load the Java Virtual Machine Am I missing some other file that needs updated? Thanks in advance. Kevin _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: Dimension of attacched file Remedy 7.6
While if undefined, the size is pretty much limitless, it's a good idea to define a limit. There is no good reason why a user should blow up a database storing files in the database when there are other options like FTP to better manage the storage of larger files. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: Monday, February 17, 2014 9:04 AM To: arslist@ARSLIST.ORG Subject: Dimension of attacched file Remedy 7.6 Hi all, we work with AR Server 7.6.0.4 SP5 and ITSM 7.6.04 SP4. We need to know if there is a limit to the dimension of an attached file in the Work Info. Thanks in advance. Best Regards. Team Remedy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Flashboards and Email Service Wont Start
armonitor.cfg - Reply message - From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start Date: Mon, Feb 17, 2014 5:12 PM Kevin, Did you mean you updated the armonitor.log file or did you mean you updated the armonitor.cfg file? While one is just a log file, the other is a startup configuration file. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: Monday, February 17, 2014 5:12 PM To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start ARS 7.6.04 SP4 ITSM 7.6.04 SP4 I just upgraded the java on my server from Java 6u31 to Java 7u51. After the java upgrade, the Flashboards and Email services will no longer start. There are no error logs generated in the Flashboards or Email directory. ARS seems to be functioning as expected. These are the steps I took. * I uninstalled jre6 and installed jre7 * I updated the armonitor.log and replaced jre6 with jre7 * I updated the emailstart.bat and emailstop.bat and replace jre6 with jre7 * I updated the jvm.dll path in the registry. under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Flashboards Server and HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Server The error in the event viewer shows Could not load the Java Virtual Machine Am I missing some other file that needs updated? Thanks in advance. Kevin _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: Flashboards and Email Service Wont Start
So that was a typo then in your original email. Did you try starting the two services from the command line and see if you got the same error? What's in your PATH wrt Java? Not that I think it matters, but worth checking out. Also make sure that the ar.cfg file is clean of references of any old paths. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of kevin_l_shaf...@hotmail.com Sent: Monday, February 17, 2014 8:00 PM To: arslist@ARSLIST.ORG Subject: Re: Flashboards and Email Service Wont Start ** armonitor.cfg - Reply message - From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start Date: Mon, Feb 17, 2014 5:12 PM Kevin, Did you mean you updated the armonitor.log file or did you mean you updated the armonitor.cfg file? While one is just a log file, the other is a startup configuration file. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: Monday, February 17, 2014 5:12 PM To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start ARS 7.6.04 SP4 ITSM 7.6.04 SP4 I just upgraded the java on my server from Java 6u31 to Java 7u51. After the java upgrade, the Flashboards and Email services will no longer start. There are no error logs generated in the Flashboards or Email directory. ARS seems to be functioning as expected. These are the steps I took. * I uninstalled jre6 and installed jre7 * I updated the armonitor.log and replaced jre6 with jre7 * I updated the emailstart.bat and emailstop.bat and replace jre6 with jre7 * I updated the jvm.dll path in the registry. under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Flashboards Server and HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Server The error in the event viewer shows Could not load the Java Virtual Machine Am I missing some other file that needs updated? Thanks in advance. Kevin _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: 8.1 Mid Tier Issues Resolved
Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to “slow down” for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display “Caught exception” errors all over the place. There are many other ITSM 8.1 issues so don’t get the idea that I think it’s a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it’s not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that’s still manageable since we aren’t changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That’s all I can think of for now but I hope someone else gets some benefit from this. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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: 8.1 Mid Tier Issues Resolved
Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to “slow down” for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display “Caught exception” errors all over the place. There are many other ITSM 8.1 issues so don’t get the idea that I think it’s a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it’s not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that’s still manageable since we aren’t changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That’s all I can think of for now but I hope someone else gets some benefit from this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _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: 8.1 Mid Tier Issues Resolved
We are having heap and GC errors also. Support suggested the following settings which we'll be putting on our MT servers this week. We also get caught exception errors but last weeks fix of has taken care of them so far. Please add the following JAVA_OPTS parameters which will help resolve the 'java.lang.OutOfMemoryError: GC overhead limit exceeded' error: JAVA_OPTS=$JAVA_OPTS -XX:+UseConcMarkSweepGC; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -XX:+UseParNewGC; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -XX:NewRatio=3; export JAVA_OPTS Keep the original values and add the above- it will look like: JAVA_OPTS=$JAVA_OPTS -Xms6144m; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -Xmx6144m; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -XX:PermSize=1024m; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -XX:+UseConcMarkSweepGC; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -XX:+UseParNewGC; export JAVA_OPTS JAVA_OPTS=$JAVA_OPTS -XX:NewRatio=3; export JAVA_OPTS Also, please make my earlier suggested change to armonitor.conf : /opt/jre/i586/jre1.7.0_25/bin/java -Xmx2048m -classpath /opt/bmc/ARSystem/pluginsvr change it to: /opt/jre/i586/jre1.7.0_25/bin/java -Xmx3072m -classpath /opt/bmc/ARSystem/pluginsvr LAST WEEK we did the following to take care of the plugin errors Based on the error in the arjavaplugin log, we would recommend increasing the heap value for the pluginsvr in the aromonitor.conf file (please make this change on both the servers): /opt/jre/i586/jre1.7.0_25/bin/java -Xmx2048m -classpath /opt/bmc/ARSystem/pluginsvr change it to: /opt/jre/i586/jre1.7.0_25/bin/java -Xmx3072m -classpath /opt/bmc/ARSystem/pluginsvr So far that is working. On Mon, Feb 17, 2014 at 8:48 PM, Tauf Chowdhury taufc...@gmail.com wrote: ** Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to slow down for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display Caught exception errors all over the place. There are many other ITSM 8.1 issues so don't get the idea that I think it's a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it's not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that's still manageable since we aren't changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That's all I can think of for now but I hope someone else gets some benefit from this. Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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_
Re: 8.1 Mid Tier Issues Resolved
The reason behind that used to be (and probably still holds good), that if you initiate your java virtual machine with the initial, and when it requires more memory later, it actually chokes up a little when attempting to grab that additional memory. Also in case some other process taken that available memory at that time, you could have memory problems. That was the justification to keep both the startup and maximum memory the same, wherein you allocate the memory that you think your JVM requires right from the start, and leave it at that, so irrespective of whether or not it does require that much memory at any given point of time is irrelevant, as long as its available for use when needed. With memory management being improvised with improved software and hardware, this may probably be a redundant reason now, so worth looking at whether or not having two different parameter values for MS and MX is worth it. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, February 17, 2014 9:49 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 Mid Tier Issues Resolved Axton, I echo your thoughts. That used to be a recommendation but in the newer releases, it's no longer necessary to call all the memory up front. The system should be able to use what his necessary. Was that a recommendation from BMC? Sent from my iPhone On Feb 17, 2014, at 9:45 PM, Axton axton.gr...@gmail.com wrote: ** Why do you do this: Set the Initial memory pool and Maximum memory pool to be the same? Axton Grams On Mon, Feb 17, 2014 at 12:26 PM, Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** Good afternoon, I wanted to come back and post some of the issues that we were running into and what solved them. Basically, we had three issues: 1) Mid Tier seemed to slow down for about 30 seconds every 15 minutes or so. 2) Tomcat would crash with memory issues. 3) Mid Tier would display Caught exception errors all over the place. There are many other ITSM 8.1 issues so don't get the idea that I think it's a great release out of the box but this is specifically about Mid Tier rather than a list of all the issues we ran into. Anyway, the solutions for the issues we ran into are: 1) It turned out someone had enabled Developer Cache Mode. That had to be turned off. Rather than blaming a developer, I suspect that one of the installers did it. 2) To resolve the memory issues, we had to change the JVM settings that Tomcat used to be something like this: a. Set the Initial memory pool and Maximum memory pool to be the same. b. Set the Java options to be something like this (excluding the sections that set default directories): -XX:+UseParallelGC -XX:-UseCompressedOops -XX:PermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dorg.apache.tomcat.util.buf.UDecoder.ALLOW_ENCODED_SLASH=true 3) To get rid of the caught exception errors, I upgraded Tomcat to 6.0.37 and applied the February 8.1 Mid Tier patch linked to in an earlier thread. At this point, my Mid Tier is stable. Some users still have to delete their browser cache whenever we clear the cache on the Mid Tier, but it's not as bad as it was. One negative change is that we get 500 server errors now on rare occasions due to local cache being corrupted. Something not good but not terrible is that flushing the cache takes at least twice as long as it used to, but that's still manageable since we aren't changing code as often as we did right after putting ITSM 8.1 into production. Overall I think performance of 8.1 is slightly better than 7.6.4 over time, but the initial load (even with preloading turned on for common things) seems to take a bit longer. Also, we are still using IE9, which is extremely buggy and a factor as well. That's all I can think of for now but I hope someone else gets some benefit from this. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access hyperlink, please e-mail sender. _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: Atrium SSO with ARS
Hi Jim, yes, even we were also thought of using JSSO, but throught JSSO we will not be able to met the second requirments i had mentioned below(i.e User having account only in Remedy and they should get authenticated from Remedy(Password present in User form) itself). so we had switch over to Atrium SSO. Regards, Santosh Kumar S On Tue, Feb 18, 2014 at 4:18 AM, Jim Coryat (jcoryat) jcor...@micron.comwrote: ** Santosh, We have been using Java System Solution's SSO solution for two years now and it has been flawless. Great support as well! Jim Coryat x34655 *From:* Santosh kumar s [mailto:santura...@gmail.com] *Sent:* Monday, February 17, 2014 11:44 AM *Subject:* Atrium SSO with ARS ** HI All, Need your suggestions on the below requirements: Atrium SSO to be integrated with ARS( Mid Tier). in Remedy we will be having 2 set of people profiles, i) profiles having Blank password i.e they will be authenticated from AD ii)profiles having password in User form. so, what is the process to be followed to integrate Atrium SSO with Remedy. I have followed the steps given in Atrium SSO guide for Integrating ARS with Atrium SSO and manually configuring mid tier with SSO, but the integration is not working if we have AREA LDAP configurations given in ARS. so request your suggestions if anyone has implemented the above requirements. Regards, Santosh Kumar S _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: Flashboards and Email Service Wont Start
If you are using JRE 7 then JRE 7 is expecting msvcr100.dll should be in path. Following are 2 ways to solve your problem. 1) You need to copy msvcr100.dll from jre7 installation to in C:\Program Files\BMC Software\ARSystem\AREmail folder as well as flashboard folder. OR 2) You can set env PATH variable to till jre7 bin folder. Also refer this link .https://communities.bmc.com/thread/90885 Hope this helps you. Parshuram From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: 18 February 2014 3:42:AM To: arslist@ARSLIST.ORG Subject: Flashboards and Email Service Wont Start ** ARS 7.6.04 SP4 ITSM 7.6.04 SP4 I just upgraded the java on my server from Java 6u31 to Java 7u51. After the java upgrade, the Flashboards and Email services will no longer start. There are no error logs generated in the Flashboards or Email directory. ARS seems to be functioning as expected. These are the steps I took. * I uninstalled jre6 and installed jre7 * I updated the armonitor.log and replaced jre6 with jre7 * I updated the emailstart.bat and emailstop.bat and replace jre6 with jre7 * I updated the jvm.dll path in the registry. under HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Flashboards Server and HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Server The error in the event viewer shows Could not load the Java Virtual Machine Am I missing some other file that needs updated? Thanks in advance. Kevin _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: 8.1 RBE Documentation
Hi , Please find below information for Troubleshooting RBE, hope it will help you BMC Rule Based Email (RBE) - Troubleshooting * AR Email Engine is installed and the service is running * Integration between Inbound Email and AR System Email is installed ( lookup Share:Application_Interface) * Ensure that the Inbound Rule Engine is enabled * Check AR System Email Error Logs form for any errors * Check the email id from which the email is being sent is a valid email id in People form. * Check that the subject of the email is not one those configured to be rejected ( eg Auto-replies) * Check AR System Email Message form and RBE:Message form to ensure that the email has reached here * Check RBE:Transaction form for any error. If all is fine, you will get the incident# in there * Check the Filter log for any error * Check the Server Plugin Entries related to RBE in the ar.cfg file and referring to Java Plugin Port. * Check the pluginsvr_config.xml file in the AR Server Installation\plugin Directory to see if the Plugin Entries with respect to RBE is present. Stuck E-Mail If for some reason, you have e-mails that failed to send, you can mark them to be resent. * First off you need to resolve the issue in which caused the e-mails to fail. * There are two forms you need to deal with: * RBE-Transactions - shows the status of the e-mail processing. * RBE-Messages - Contains the actual e-mail message. * On the RBE-Transaction form, delete the transaction for this associated e-mail message. * On the RBE-Messages form, you need to modify two fields: * Field 1 - Value * Field 2 - Value * Hitting save will re-process the message again. Regards, Subhash Sonwane Mobile: +91 - 9860340274 E-mail: ssonw...@columnit.commailto:ssonw...@columnit.com Column Technologies | BMC Software Worldwide Top Solution Partner 301 / 302 Corporate Plaza, Senapati Bapat Road | Pune, 411016 | www.columnit.com../../../../../sstaniszewski/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/3PJ5VNJF/www.columnit.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: 17 February 2014 10:31:PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 RBE Documentation ** Hi Shawn, Is this RBE something that is ITSM? We're on 8.1 and I do not find anything looking like RBE. What is the form name? Thanks, Susan On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** So we've been on 8.1 for a few weeks now (I should post an update to the Mid Tier issues thread, it's mostly working for me now.) We ripped out our fully-functional custom email processing code to use the Rules Based Email stuff that was added in 8.1. It seems to work most of the time, but it's mostly undocumented and difficult to troubleshoot. Is anyone else using this 8.1 functionality and has more thorough documentation than BMC provides? Specifically, I'm looking for information on how to troubleshoot the RBE, and what to do when a failure occurs and how you can resubmit an email. For example, I found a failure that was due to the email address being incorrect in the People record, so I updated the People record and would like to go re-submit the email to process. On the RBE:Message form there's a Status field that you would think you should be able to set back to New and it would trigger the workflow, but without looking at it my guess is that the filters only trigger on submit. I'm planning on running some logs so I can try to fix BMC's code, but if anyone has any documentation on how things should work, please share it with me so I don't end up reinventing the wheel, fire, etc. Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _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
