date:20140220

Radhika,
I'm REALLY confused about what you are trying to do now.
According to the docs from BMC

https://docs.bmc.com/docs/display/public/ars81/Installing+multiple+instances+of+BMC+Remedy+AR+System+on+one+computer

They don't indicate that you can't put multiple servers on the same server
into a server group...but I'm confused as to why you would want to.

If you want one TCP Port on one Server with 3 IP's, just install 1 server,
and it works like that.
If you want three different instances, all on one port for three different
IP's, you could do as was suggested with virtual machines, but you said you
don't want that.

I really can't fathom why you would want 3 installs on the same server, 3
different ports, and all pointed to the same DBcould you explain
further?

On Thu, Feb 20, 2014 at 7:46 AM, Narayanan, Radhika
radhika.naraya...@cgi.com wrote:

Hi,

Today I tried that.

If I install 3 AR Servers on one physical server on 3 ports connected to
one database, it only works if they're not part of a server group.

If I add the 3 AR Servers in one physical server into a server group, the
Remedy service refuses to start. Can you please suggest a way to handle
this?

Environment: ARS 8.1 Patch 2 on RHEL 6.4

Thanks
Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 20 February 2014 19:57
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

Then the only way to have multiple ARS system running on the same machine
is to put them on different TCP ports (and only 1 of them can use
portmapper)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Thursday, February 20, 2014 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

Hi Fred,

Yes, you're so right. Only, in our case, the client is not willing to
create 3 virtual RHEL instances from the physical server. They give a
reason that their vendor support costs will then become three-fold.

Thanks
Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 19 February 2014 19:42
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

So you have 1 physical server box with 3 IPs. You could run 3 virtual
Red Hat instances (each with 1 IP) and 3 separate ARS Installs with no
problems.

Each Virtual Red Hat instance is separate (1 instance does not see the
others) so you can install them all on the same port. I believe one of our
physical development servers here is something like 6 or 8 virtual Red Hat
servers.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
Sent: Wednesday, February 19, 2014 1:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

**
Thank you so much, Axton, Fred and others.

Our client gave us one physical server with 3 virtual IP Addresses. And
asked us to install AR Server on each of the virtual IP Addresses, all on
same port. I guess I'm not able to use iptables restriction because I want
to use the other IPs too , but for a second and third instance of AR Server.
I'll write back to them stating that the current version of AR Server
doesn't support this. Perhaps I should raise an RFE.

Thanks again,

Radhika
+44 20718 25880

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: 19 February 2014 03:57
To: arslist@ARSLIST.ORG
Subject: Re: arserverd binding to 0.0.0.0

**
Network daemons bind to address/protocol/port. 0.0.0.0 means all
addresses. I looked through all the ar.conf parameters and flags supported
by arserverd and it does not look like there is a way to tell arserverd to
listed on a specific IP. You could use iptables to restrict access on
those other IP addresses since you are on linux.

Axton Grams

-Original Message-
On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W wrote:
As far as I know the ARS binaries do not bind to an IP. They will bind to
a TCP port if one is specified (and/or use portmapper if that is set).

If you are not connecting to the AR Server one item to check is the
/etc/hosts file. See if the name you used for your AR Server is listed as
a valid name for an IP. If it is then check if your DNS server has it
listed.

Example:
AR Server = arsdev01
Physical Server = devserver1

/etc/hosts file
# Do not remove the following line, or various programs
# that require network functionality will fail.
127.0.0.1 localhost.localdomain localhost
::1

SQL Error when Refreshing Incident Console

2014-02-20 Thread Tommy Morris

I am receiving ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: SQL Error when Refreshing Incident Console

2014-02-20 Thread Pierson, Shawn

This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORG
Subject: SQL Error when Refreshing Incident Console

**
I am receiving ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

_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: SQL Error when Refreshing Incident Console

2014-02-20 Thread Tommy Morris

No I try to keep them out of the system. I will hit them up though and see if 
they decided to Help with something.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 20, 2014 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Error when Refreshing Incident Console

**
This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SQL Error when Refreshing Incident Console

**
I am receiving ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

_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: /etc/arsystem/servername/armonitor.conf

2014-02-20 Thread Misi Mladoniczky

Hi,

This has always been a requirement I think.

Maybe your best option is to make a soft link named /etc/arsystem pointing to
a directory of your choise?

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Hi List,

 Environment: ARS 8.1, RHEL 6.4

 When I install ARServer, by default , the armonitor.conf gets placed in
 /etc/arsystem/servername/armonitor.conf

 Is it possible to move the armonitor.conf to a folder of my choice? The
 arsystem startup script appears to have a hard-coded reference to
 /etc/arsystem/servername/armonitor.conf. Can I modify this to another path ?

 Thanks
 Radhika
 +44 20718 25880


 ___
 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: arserverd binding to 0.0.0.0

2014-02-20 Thread Axton

You could setup redirection using iptables to achieve what you want. Each
server would effectively be listening on all ip addresses on different
ports, but the redirection would redirect things as desired.

http://www.cyberciti.biz/faq/linux-port-redirection-with-iptables/
http://blog.softlayer.com/2011/iptables-tips-and-tricks-port-redirection


On Wed, Feb 19, 2014 at 1:54 AM, Narayanan, Radhika 
radhika.naraya...@cgi.com wrote:

 **

 Thank you so much, Axton, Fred and others.



 Our client gave us one physical server with 3 virtual IP Addresses. And
 asked us to install AR Server on each of the virtual IP Addresses, all on 
 *same
 port*. I guess I’m not able to use iptables restriction because I want to
 use the other IPs too , but for a second and third instance of AR Server.

 I’ll write back to them stating that the current version of AR Server
 doesn’t support this. Perhaps I should raise an RFE.



 Thanks again,



 Radhika

 +44 20718 25880



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Axton
 *Sent:* 19 February 2014 03:57
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: arserverd binding to 0.0.0.0



 **

 Network daemons bind to address/protocol/port.  0.0.0.0 means all
 addresses.  I looked through all the ar.conf parameters and flags supported
 by arserverd and it does not look like there is a way to tell arserverd to
 listed on a specific IP.  You could use iptables to restrict access on
 those other IP addresses since you are on linux.



 Axton Grams



 On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 As far as I know the ARS binaries do not bind to an IP.  They will bind to
 a TCP port if one is specified (and/or use portmapper if that is set).

 If you are not connecting to the AR Server one item to check is the
 /etc/hosts  file.  See if the name you used for your AR Server is listed as
 a valid name for an IP.  If it is then check if your DNS server has it
 listed.

 Example:
AR Server = arsdev01
Physical Server = devserver1

/etc/hosts file
   # Do not remove the following line, or various programs
   # that require network functionality will fail.
   127.0.0.1 localhost.localdomain localhost
   ::1   localhost6.localdomain6 localhost6
   192.168.1.101  devserver1 devserver1.mycorp.com arsdev01

DNS has a cname record for arsdev01 pointing to 192.168.1.101


 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
 Sent: Tuesday, February 18, 2014 7:14 AM
 To: arslist@ARSLIST.ORG
 Subject: arserverd binding to 0.0.0.0

 **
 Hi List,

 How can I make the arserverd executable listen on a given, specific IP
 Address and not on 0.0.0.0?

 By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server
 has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses
 that I mention in armonitor.conf.

 armonitor.conf:
 /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0 -l
 /etc/arsystem/dc5chw-000

 In this line, the server name is mentioned as dc5chw-000. I want arserverd
 to bind only to this IP Address. How can I achieve this?

 Environment: ARS  8.1 Patch 2 on RHEL 6.4

 Thanks
 Radhika
 +44 20718 25880


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years



 _ARSlist: Where the Answers Are and have been for 20 years_
  _ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: arserverd binding to 0.0.0.0

2014-02-20 Thread Axton

If done properly, the rpc port mapper could work on all interfaces for all
3 servers.  I say could because it's probably not been proven/done, but
in theory it should work.

Axton Grams


On Thu, Feb 20, 2014 at 9:59 AM, Axton axton.gr...@gmail.com wrote:

 You could setup redirection using iptables to achieve what you want. Each
 server would effectively be listening on all ip addresses on different
 ports, but the redirection would redirect things as desired.

 http://www.cyberciti.biz/faq/linux-port-redirection-with-iptables/
 http://blog.softlayer.com/2011/iptables-tips-and-tricks-port-redirection


 On Wed, Feb 19, 2014 at 1:54 AM, Narayanan, Radhika 
 radhika.naraya...@cgi.com wrote:

 **

 Thank you so much, Axton, Fred and others.



 Our client gave us one physical server with 3 virtual IP Addresses. And
 asked us to install AR Server on each of the virtual IP Addresses, all on 
 *same
 port*. I guess I’m not able to use iptables restriction because I want
 to use the other IPs too , but for a second and third instance of AR Server.

 I’ll write back to them stating that the current version of AR Server
 doesn’t support this. Perhaps I should raise an RFE.



 Thanks again,



 Radhika

 +44 20718 25880



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Axton
 *Sent:* 19 February 2014 03:57
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: arserverd binding to 0.0.0.0



 **

 Network daemons bind to address/protocol/port.  0.0.0.0 means all
 addresses.  I looked through all the ar.conf parameters and flags supported
 by arserverd and it does not look like there is a way to tell arserverd to
 listed on a specific IP.  You could use iptables to restrict access on
 those other IP addresses since you are on linux.



 Axton Grams



 On Tue, Feb 18, 2014 at 11:21 AM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 As far as I know the ARS binaries do not bind to an IP.  They will bind
 to a TCP port if one is specified (and/or use portmapper if that is set).

 If you are not connecting to the AR Server one item to check is the
 /etc/hosts  file.  See if the name you used for your AR Server is listed as
 a valid name for an IP.  If it is then check if your DNS server has it
 listed.

 Example:
AR Server = arsdev01
Physical Server = devserver1

/etc/hosts file
   # Do not remove the following line, or various programs
   # that require network functionality will fail.
   127.0.0.1 localhost.localdomain localhost
   ::1   localhost6.localdomain6 localhost6
   192.168.1.101  devserver1 devserver1.mycorp.com arsdev01

DNS has a cname record for arsdev01 pointing to 192.168.1.101


 Fred


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Narayanan, Radhika
 Sent: Tuesday, February 18, 2014 7:14 AM
 To: arslist@ARSLIST.ORG
 Subject: arserverd binding to 0.0.0.0

 **
 Hi List,

 How can I make the arserverd executable listen on a given, specific IP
 Address and not on 0.0.0.0?

 By default, arserverd binds to the interface 0.0.0.0. My RHEL 6.4 server
 has 5 IP Addresses. I want it to bind only to one of the 5 IP Addresses
 that I mention in armonitor.conf.

 armonitor.conf:
 /apps/tim/ar/timw0/bin/arserverd.sh -s dc5chw-000 -i /apps/tim/ar/timw0
 -l /etc/arsystem/dc5chw-000

 In this line, the server name is mentioned as dc5chw-000. I want
 arserverd to bind only to this IP Address. How can I achieve this?

 Environment: ARS  8.1 Patch 2 on RHEL 6.4

 Thanks
 Radhika
 +44 20718 25880


 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years



 _ARSlist: Where the Answers Are and have been for 20 years_
  _ARSlist: Where the Answers Are and have been for 20 years_




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: ARS 6.3 import question

2014-02-20 Thread Drew Shuller

Warren, would it be possible to create three fields for the three bits of
information and then combine them into the real field using a filter?

Drew
SCAB
 Honduras


On Thu, Feb 20, 2014 at 8:45 AM, Warren R. Baltimore II 
warrenbaltim...@gmail.com wrote:

 **
 Thanks folks!  John, the quotes were added by excel.  I tried taking them
 out to see if that affected it, but no go

 Fred, I'll pull a .arx and see if I can't replicate it.

 Warren

 On Wed, Feb 19, 2014 at 5:18 PM, Reiser, John J john.j.rei...@lmco.comwrote:

 **

 Warren,

 Are the double quotes that you displayed actually in the cell? I would
 think they encapsulate the CR.



 Fred's idea is probably the best and not too hard to implement.



 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:* Wednesday, February 19, 2014 5:13 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* EXTERNAL: Re: ARS 6.3 import question



 **

 I would convert it to an ARX format



 The difference between CSV and ARX is not that great.  In ARX the line
 break is \n in the text.  The separator is a space instead of a comma.
 (and there is a couple of extra header lines)



 Fred







 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Warren
 R. Baltimore II
 *Sent:* Wednesday, February 19, 2014 4:08 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* ARS 6.3 import question



 **

 I have been batting this around for a bit.  I feel like I've done this
 before, but I can't seem to figure it out.



 I've got a .csv file that needs to be imported into remedy.  I'm using
 the arimport tool.



 It's a straightforward file with one exception.  One row has a line break
 in each entry.  It is VERY important that this be maintained in the exact
 same format it is being entered.



 For example, an entry may say:



 Functional  Role iPhone
  replace blackberry



 It must be placed into the field so that a check can be run against it in
 an attempt to find a previous entry.  The problem that I am having is that
 the import tool is treating the line break as the end of the entry.  It
 then jumps to the next line (replace blackberry) and attempts to treat it
 as a separate entry.



 Any ideas on how I can handle this.  I suspect that the .xml format is my
 answer, if so, any idea how I can (easily) convert the file?



 Thanks in advance!

 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367





 _ARSlist: Where the Answers Are and have been for 20 years_
  _ARSlist: Where the Answers Are and have been for 20 years_




 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367 _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: Request Detail Page is Blank for some of the SR'S

2014-02-20 Thread MOHAMMED FAROOQ BABA

Folks any advice/inputs as to what is missing  causing the issue said in the 
mail below...

- FRQ

 On 19-Feb-2014, at 23:08, MOHAMMED FAROOQ BABA frqb...@live.com wrote:
 
 Hello List,
 
  
 
 There’s an intermittent issue going on in our Production Environment wherein 
 a SR's (Service Request) ‘Request Detail’ page will be blank and it’ll be 
 something like this as shown below in the Screen shot.
 
 Due to this the Question and Answers Section is Blank.
 
 I've checked in “SRD:MultipleQuestionResponse” form and I don’t see any 
 entries pertaining to the questions and answers for the Flawed SR with blank 
 Request detail page, For the one which are working properly i do see records 
 equal to number of questions for SR in the same form.
 
 Please let me know if someone has faced this issue and corrected.
 
 Note this is intermittent  because of that nature we are unable to get logs 
 of that period, By the time we come to know of the issue it'll be more then 2 
 or 3 days and logs will be gone.
 
  
 
 image002.jpg
 
  
 
  
 
 Environment Details:
 
  
 
 ARS SP5 / ITSM SP2 / MSSQL / WINDOWS SERVER 2008.
 
  
 
 Regards,
 
 FRQ.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image002.jpg

Re: EXTERNAL: Re: ARS 6.3 import question

2014-02-20 Thread Reiser, John J

Warren,
I tried it with the Data Import tool 8.1 and even though the CRs were not 
visible in the .csv file when viewed with notepad it imported multiple lines to 
the field in question.
So if an upgrade is in your future it looks like it will work then.

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 Warren R. Baltimore II
Sent: Thursday, February 20, 2014 9:45 AM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ARS 6.3 import question

**
Thanks folks!  John, the quotes were added by excel.  I tried taking them out 
to see if that affected it, but no go

Fred, I'll pull a .arx and see if I can't replicate it.

Warren
On Wed, Feb 19, 2014 at 5:18 PM, Reiser, John J 
john.j.rei...@lmco.commailto:john.j.rei...@lmco.com wrote:
**
Warren,
Are the double quotes that you displayed actually in the cell? I would think 
they encapsulate the CR.

Fred's idea is probably the best and not too hard to implement.

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.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Wednesday, February 19, 2014 5:13 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ARS 6.3 import question

**
I would convert it to an ARX format

The difference between CSV and ARX is not that great.  In ARX the line break is 
\n in the text.  The separator is a space instead of a comma.  (and there is a 
couple of extra header lines)

Fred



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, February 19, 2014 4:08 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: ARS 6.3 import question

**
I have been batting this around for a bit.  I feel like I've done this before, 
but I can't seem to figure it out.

I've got a .csv file that needs to be imported into remedy.  I'm using the 
arimport tool.

It's a straightforward file with one exception.  One row has a line break in 
each entry.  It is VERY important that this be maintained in the exact same 
format it is being entered.

For example, an entry may say:

Functional  Role iPhone
 replace blackberry

It must be placed into the field so that a check can be run against it in an 
attempt to find a previous entry.  The problem that I am having is that the 
import tool is treating the line break as the end of the entry.  It then jumps 
to the next line (replace blackberry) and attempts to treat it as a separate 
entry.

Any ideas on how I can handle this.  I suspect that the .xml format is my 
answer, if so, any idea how I can (easily) convert the file?

Thanks in advance!

--
Warren R. Baltimore II
Remedy Developer
410-533-5367tel:410-533-5367


_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_



--
Warren R. Baltimore II
Remedy Developer
410-533-5367 _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

RESOLVED: SQL Error when Refreshing Incident Console

2014-02-20 Thread Tommy Morris

Our Oracle DBA turned Plan Stability off and the error no longer returns. He 
said that we will leave Plan Stability off until Oracle fixes a bug in that 
utility but performance will be impacted because the queries will run 
erratically. I asked when they turned Plan Stability on and was told that it 
has been running for a long time with no issue. I am thinking that if there is 
a bug in the utility then maybe there have been issues with performance already.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 20, 2014 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Error when Refreshing Incident Console

**
This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SQL Error when Refreshing Incident Console

**
I am receiving ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

_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

Email link server alias

When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.




Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited.  If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email link server alias

2014-02-20 Thread Grooms, Frederick W

Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email link server alias

this is typically why I like my 'server name' to be an alias instead of a
machine name, that way when moving to a new server, you don't need to worry
about this.  You need to worry about it at the moment, but if you make your
'new' name, an alias that can be re-pointed as necessary, it's the last
time you will have this issue on a server move.


On Thu, Feb 20, 2014 at 10:58 AM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 **

 Add to your ar.conf (ar.cfg) the IP-Name entry

Server-Name: hubprmap2

IP-Name: hubprmap.AD.HubbellPlano.com

 This will allow the AR Server to know itself by both names.  You can have
 as many IP-Name entries as needed.





 And you will probably need to add to your Mid-Tier the old server name and
 maybe a DNS alias or hosts file entry from the old name to the new



 Fred





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Cecil, Ken
 *Sent:* Thursday, February 20, 2014 11:34 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Email link server alias



 **

 When doing a migration to a new AR server, is there a way to handle all of
 the links that people have in existing email notifications? They will be
 pointing to the old server name that no longer exists.



 For example here is an existing link someone may have in an email


 http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978



 Here's what one generated from the new server would be like.


 http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978



 Is there a way to use server alias or something like that so that the old
 links could still function?



 Ken.






  _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

Clearing data (set to NULL) in Asset Management

2014-02-20 Thread Danaceau, Chris

Recently noticed that when we clear out data it does not stay that way.I'm 
suspecting this is because I've got the Sandbox Enabled (Yes).  Am I really 
getting any benefit from this setting considering we do a fair amount of manual 
updates, especially to In House Applications, which are not discovered.   I'm 
suspecting the Defer if NULL setting in the standard precedence set is doing 
me in, here.

--
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)



Confidentiality Notice:  This email, including attachments, may include 
non-public, proprietary, confidential or legally privileged information.  If 
you are not an intended recipient or an authorized agent of an intended 
recipient, you are hereby notified that any dissemination, distribution or 
copying of the information contained in or transmitted with this e-mail is 
unauthorized and strictly prohibited.  If you have received this email in 
error, please notify the sender by replying to this message and permanently 
delete this e-mail, its attachments, and any copies of it immediately.  You 
should not retain, copy or use this e-mail or any attachment for any purpose, 
nor disclose all or any part of the contents to any other person. Thank you


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email link server alias

So LJ,  if I want to fix it for going forward on the new system I can change 
the Server-Name to something generic like RemedyProd. Would I then need to run 
the MPS Remedy Restore Tool to update the references? And does the new name 
just need to be resolvable by the midtier and app server (just host file 
change) or would you recommend creating a DNS alias for that new server name?


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 20, 2014 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
this is typically why I like my 'server name' to be an alias instead of a 
machine name, that way when moving to a new server, you don't need to worry 
about this.  You need to worry about it at the moment, but if you make your 
'new' name, an alias that can be re-pointed as necessary, it's the last time 
you will have this issue on a server move.

On Thu, Feb 20, 2014 at 10:58 AM, Grooms, Frederick W 
frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote:
**
Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.comhttp://hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.



_ARSlist: Where the Answers Are and have been for 20 years_

_ARSlist: Where the Answers Are and have been for 20 years_



Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited.  If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email link server alias

Fred,

If I add the name to the Mid-Tier would I then have Two of everything in the 
midtier? (One for each server)


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, February 20, 2014 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.


And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.



_ARSlist: Where the Answers Are and have been for 20 years_



Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited.  If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Email link server alias

2014-02-20 Thread Kemes, Lisa A DLA CTR INFORMATION OPERATIONS

I'm looking to see if there is a tomcat trick that would let me substitute the 
new server name in there and redirect the url.

Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
Fred,

If I add the name to the Mid-Tier would I then have Two of everything in the 
midtier? (One for each server)

Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, February 20, 2014 12:58 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Email link server alias

**
Add to your ar.conf (ar.cfg) the IP-Name entry
   Server-Name: hubprmap2
   IP-Name: hubprmap.AD.HubbellPlano.com
This will allow the AR Server to know itself by both names.  You can have as 
many IP-Name entries as needed.

And you will probably need to add to your Mid-Tier the old server name and 
maybe a DNS alias or hosts file entry from the old name to the new

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, February 20, 2014 11:34 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Email link server alias

**
When doing a migration to a new AR server, is there a way to handle all of the 
links that people have in existing email notifications? They will be pointing 
to the old server name that no longer exists.

For example here is an existing link someone may have in an email
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978

Here's what one generated from the new server would be like.
http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978

Is there a way to use server alias or something like that so that the old links 
could still function?

Ken.

_ARSlist: Where the Answers Are and have been for 20 years_

Confidentiality Requirement: This communication, including any attachment(s), 
may contain confidential information and is for the sole use of the intended 
recipient(s). If you are not the intended recipient, you are hereby notified 
that you have received this communication in error and any unauthorized review, 
use, disclosure, dissemination, distribution or copying of it or its contents 
is strictly prohibited.  If you have received this communication in error, 
please notify the sender immediately by telephone or e-mail and destroy all 
copies of this communication and any attachments.
_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

Oklahoma City ITSM Groups/Forums

2014-02-20 Thread Nathan Aker

Hey listers, is anyone aware of any ITSM related groups or forums in Oklahoma 
City area?   Historically I have attended a number of itSMF events at the 
Dallas LIG, but doesn't look like there is a LIG or any other ITSM related 
group around here that I can find.  Anyone know of any in the area?  Thanks.  
Nate.

Nathan Aker
IT Service Management Team

McAfee


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Clearing data (set to NULL) in Asset Management

Chris,

You are correct that the Deter If NULL setting is causing this.  In my
opinion, if you don't have anything that you are reconciling or
normalizing, I don't think you would need the Sandbox.   But someone may
have a different opinion in that area.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, February 20, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Clearing data (set to NULL) in Asset Management

** 

Recently noticed that when we clear out data it does not stay that way.
I'm suspecting this is because I've got the Sandbox Enabled (Yes).  Am
I really getting any benefit from this setting considering we do a fair
amount of manual updates, especially to In House Applications, which are
not discovered.   I'm suspecting the Defer if NULL setting in the
standard precedence set is doing me in, here.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

 


Confidentiality Notice:  This email, including attachments, may include
non-public, proprietary, confidential or legally privileged information.
If you are not an intended recipient or an authorized agent of an
intended recipient, you are hereby notified that any dissemination,
distribution or copying of the information contained in or transmitted
with this e-mail is unauthorized and strictly prohibited.  If you have
received this email in error, please notify the sender by replying to
this message and permanently delete this e-mail, its attachments, and
any copies of it immediately.  You should not retain, copy or use this
e-mail or any attachment for any purpose, nor disclose all or any part
of the contents to any other person. Thank you


_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: Clearing data (set to NULL) in Asset Management

2014-02-20 Thread Janie Sprenger

Not sure it's because you have the Sandbox enabled but it could be due to
having a matching Recon ID record in a 2nd dataset.

Not sure which fields you are running into but I noticed there's workflow
that sets the Status back to Deployed when I set the status to Delete in
the BMC.ASSET dataset from the Asset form when there is a secondary dataset
that contains a matching Recon ID to the record I'm working on.

I'm on 8.1 and don't remember this happening in prior versions, not saying
it didn't happen - I just don't remember running into it.

I've also noticed that when I use the DSM dataset to automatically create
relationships for searches in the Atrium Core (this auto creates CIs and
relationships in the DSM dataset), then I definitely run into this problem.

Maybe do a search on Base Element with the Recon ID and see how many
matches you have.

Janie



On Thu, Feb 20, 2014 at 10:37 AM, Danaceau, Chris
chris.danac...@finra.orgwrote:

 **

 Recently noticed that when we clear out data it does not stay that way.
 I'm suspecting this is because I've got the Sandbox Enabled (Yes).  Am I
 really getting any benefit from this setting considering we do a fair
 amount of manual updates, especially to In House Applications, which are
 not discovered.   I'm suspecting the Defer if NULL setting in the
 standard precedence set is doing me in, here.



 --

 Thank You,



 Chris Danaceau

 FINRA

 240-386-6728 (desk)

 301-367-8949 (cell)



 Confidentiality Notice:  This email, including attachments, may include 
 non-public, proprietary, confidential or legally privileged information.  If 
 you are not an intended recipient or an authorized agent of an intended 
 recipient, you are hereby notified that any dissemination, distribution or 
 copying of the information contained in or transmitted with this e-mail is 
 unauthorized and strictly prohibited.  If you have received this email in 
 error, please notify the sender by replying to this message and permanently 
 delete this e-mail, its attachments, and any copies of it immediately.  You 
 should not retain, copy or use this e-mail or any attachment for any purpose, 
 nor disclose all or any part of the contents to any other person. Thank you


 _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: Clearing data (set to NULL) in Asset Management

2014-02-20 Thread Danaceau, Chris

Thanks Lisa, I really don't have anything I'm reconciling through that data 
set.  I've got integrations but they are going through other datasets I've 
created.   The Sandbox really seems to be doing me more harm than good.

-- 
Thank You,

Chris Danaceau
FINRA
240-386-6728 (desk)
301-367-8949 (cell)


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, February 20, 2014 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Clearing data (set to NULL) in Asset Management

Chris,

You are correct that the Deter If NULL setting is causing this.  In my opinion, 
if you don't have anything that you are reconciling or
normalizing, I don't think you would need the Sandbox.   But someone may
have a different opinion in that area.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Thursday, February 20, 2014 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Clearing data (set to NULL) in Asset Management

** 

Recently noticed that when we clear out data it does not stay that way.
I'm suspecting this is because I've got the Sandbox Enabled (Yes).  Am I 
really getting any benefit from this setting considering we do a fair amount of 
manual updates, especially to In House Applications, which are
not discovered.   I'm suspecting the Defer if NULL setting in the
standard precedence set is doing me in, here.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

 


Confidentiality Notice:  This email, including attachments, may include 
non-public, proprietary, confidential or legally privileged information.
If you are not an intended recipient or an authorized agent of an intended 
recipient, you are hereby notified that any dissemination, distribution or 
copying of the information contained in or transmitted with this e-mail is 
unauthorized and strictly prohibited.  If you have received this email in 
error, please notify the sender by replying to this message and permanently 
delete this e-mail, its attachments, and any copies of it immediately.  You 
should not retain, copy or use this e-mail or any attachment for any purpose, 
nor disclose all or any part of the contents to any other person. Thank you


_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

Confidentiality Notice:  This email, including attachments, may include 
non-public, proprietary, confidential or legally privileged information.  If 
you are not an intended recipient or an authorized agent of an intended 
recipient, you are hereby notified that any dissemination, distribution or 
copying of the information contained in or transmitted with this e-mail is 
unauthorized and strictly prohibited.  If you have received this email in 
error, please notify the sender by replying to this message and permanently 
delete this e-mail, its attachments, and any copies of it immediately.  You 
should not retain, copy or use this e-mail or any attachment for any purpose, 
nor disclose all or any part of the contents to any other person. Thank you


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

FYI...SQL in Set Fields MUST begin with SELECT

I use quite a lot of SQL in my workflow, yet somehow never discovered this
one before.  It turns out that if you're using SQL to pull data back for a
Set Fields action, it must begin with the SELECT keyword, or it won't
return any results.

For example, if you have a Set Fields with this SQL:

*SELECT name*
*FROM arschema*

it'll work fine.  But if you insert a comment before it:

*-- Comment*
*SELECT name*
*FROM arschema*

or even

*/* Comment */ SELECT name*
*FROM arschema*

the Set Fields will operate as if No Request Match (i.e. it'll display
the No Match error, or set the target fields to NULL, depending upon how
you've got it configured).

What's interesting here is that the SQL in these queries is syntactically
correct and they're submitted to the database by ARS without any error.  If
you submit the SQL manually (through SQL Plus or SQL Server Management
Studio, etc), it works correctly and returns the expected data.
 Apparently, though, Remedy doesn't know how to deal with it if it doesn't
begin with the keyword SELECT.

I only just discovered this because I was attempting to use a query
containing a WITH clause in SQL Server to create a Common Table Expression
to flatten out a recursive data structure.  Using the WITH clause, which
MUST be first in the query (and can't be contained in a subquery) is the
only way to do this in a single query.

Of course, the work-around is to create a view containing the CTE, which is
what I ultimately had to do.  It's just a less convenient solution.

Anyway, just something interesting I just discovered.

-charlie

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: FYI...SQL in Set Fields MUST begin with SELECT

2014-02-20 Thread Janie Sprenger

I think there are security requirements for web applications and one of the
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is
using something of this sort with the midtier.

I ran into something similar with iReports and Jaspersoft when I was
writing an SQL query only mine happened to be with setting a variable to
begin with instead of a Comment.  I could run the iReport in the tool but
not on the JasperSoft web client.

You can read more about it here.
http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

Janie

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge lotri...@mcs-sf.comwrote:

 **
 I use quite a lot of SQL in my workflow, yet somehow never discovered this
 one before.  It turns out that if you're using SQL to pull data back for a
 Set Fields action, it must begin with the SELECT keyword, or it won't
 return any results.

 For example, if you have a Set Fields with this SQL:

 *SELECT name*
 *FROM arschema*

 it'll work fine.  But if you insert a comment before it:

 *-- Comment*
 *SELECT name*
 *FROM arschema*

 or even

 */* Comment */ SELECT name*
 *FROM arschema*

 the Set Fields will operate as if No Request Match (i.e. it'll display
 the No Match error, or set the target fields to NULL, depending upon how
 you've got it configured).

 What's interesting here is that the SQL in these queries is syntactically
 correct and they're submitted to the database by ARS without any error.  If
 you submit the SQL manually (through SQL Plus or SQL Server Management
 Studio, etc), it works correctly and returns the expected data.
  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
 begin with the keyword SELECT.

 I only just discovered this because I was attempting to use a query
 containing a WITH clause in SQL Server to create a Common Table Expression
 to flatten out a recursive data structure.  Using the WITH clause, which
 MUST be first in the query (and can't be contained in a subquery) is the
 only way to do this in a single query.

 Of course, the work-around is to create a view containing the CTE, which
 is what I ultimately had to do.  It's just a less convenient solution.

 Anyway, just something interesting I just discovered.

 -charlie
 _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: Oklahoma City ITSM Groups/Forums

Nathan,
the doc https://communities.bmc.com/docs/DOC-17017 is as close to an
'official' list as I know exists...and some of its links appear to not
workyou may try checking in with BMC Communities, there may be support
for one and you can help setup one in your local area :)


On Thu, Feb 20, 2014 at 12:44 PM, Nathan Aker nathan_a...@mcafee.comwrote:

 **

 Hey listers, is anyone aware of any ITSM related groups or forums in
 Oklahoma City area?   Historically I have attended a number of itSMF events
 at the Dallas LIG, but doesn't look like there is a LIG or any other ITSM
 related group around here that I can find.  Anyone know of any in the
 area?  Thanks.  Nate.



 *Nathan Aker*
 IT Service Management Team

 *McAfee*

   _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: FYI...SQL in Set Fields MUST begin with SELECT

Interesting, thanks for this info.

I suppose this could be what's going on, but I'd think it would be more
appropriate for ARS to error if the SQL violates some rules, rather than
operate as if the query returned no results.  It's misleading.  Also, the
documentation mentions nothing about any such rules.

That Jaspersoft doc mentions that the SQL should start with SELECT
and cannot
have comments.  And while Remedy seems to be adhering to the first part of
this, it's not adhering to the second: I was able to insert comments both
as separate lines, and at the end of lines, and it works correctly.

-charlie


On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger jrsrem...@gmail.comwrote:

 **
 I think there are security requirements for web applications and one of
 the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
 is using something of this sort with the midtier.

 I ran into something similar with iReports and Jaspersoft when I was
 writing an SQL query only mine happened to be with setting a variable to
 begin with instead of a Comment.  I could run the iReport in the tool but
 not on the JasperSoft web client.

 You can read more about it here.

 http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

 Janie

 On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge lotri...@mcs-sf.comwrote:

 **
 I use quite a lot of SQL in my workflow, yet somehow never discovered
 this one before.  It turns out that if you're using SQL to pull data back
 for a Set Fields action, it must begin with the SELECT keyword, or it won't
 return any results.

 For example, if you have a Set Fields with this SQL:

 *SELECT name*
 *FROM arschema*

 it'll work fine.  But if you insert a comment before it:

 *-- Comment*
 *SELECT name*
 *FROM arschema*

 or even

 */* Comment */ SELECT name*
 *FROM arschema*

 the Set Fields will operate as if No Request Match (i.e. it'll display
 the No Match error, or set the target fields to NULL, depending upon how
 you've got it configured).

 What's interesting here is that the SQL in these queries is syntactically
 correct and they're submitted to the database by ARS without any error.  If
 you submit the SQL manually (through SQL Plus or SQL Server Management
 Studio, etc), it works correctly and returns the expected data.
  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
 begin with the keyword SELECT.

 I only just discovered this because I was attempting to use a query
 containing a WITH clause in SQL Server to create a Common Table Expression
 to flatten out a recursive data structure.  Using the WITH clause, which
 MUST be first in the query (and can't be contained in a subquery) is the
 only way to do this in a single query.

 Of course, the work-around is to create a view containing the CTE, which
 is what I ultimately had to do.  It's just a less convenient solution.

 Anyway, just something interesting I just discovered.

 -charlie
 _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: FYI...SQL in Set Fields MUST begin with SELECT

2014-02-20 Thread Pierson, Shawn

Many organizations build stored procedures for complex queries that you can 
execute instead of plain select statements because that SQL may be shared 
between multiple applications and it's easier to maintain in one place.  Do you 
know if this limitation (that I haven't seen any documentation on) would prefer 
execution of stored procedures?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with SELECT

**
Interesting, thanks for this info.

I suppose this could be what's going on, but I'd think it would be more 
appropriate for ARS to error if the SQL violates some rules, rather than 
operate as if the query returned no results.  It's misleading.  Also, the 
documentation mentions nothing about any such rules.

That Jaspersoft doc mentions that the SQL should start with SELECT and 
cannot have comments.  And while Remedy seems to be adhering to the first 
part of this, it's not adhering to the second: I was able to insert comments 
both as separate lines, and at the end of lines, and it works correctly.

-charlie

On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger 
jrsrem...@gmail.commailto:jrsrem...@gmail.com wrote:
**
I think there are security requirements for web applications and one of the 
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is 
using something of this sort with the midtier.

I ran into something similar with iReports and Jaspersoft when I was writing an 
SQL query only mine happened to be with setting a variable to begin with 
instead of a Comment.  I could run the iReport in the tool but not on the 
JasperSoft web client.

You can read more about it here.
http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

Janie

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
lotri...@mcs-sf.commailto:lotri...@mcs-sf.com wrote:
**
I use quite a lot of SQL in my workflow, yet somehow never discovered this one 
before.  It turns out that if you're using SQL to pull data back for a Set 
Fields action, it must begin with the SELECT keyword, or it won't return any 
results.

For example, if you have a Set Fields with this SQL:

SELECT name
FROM arschema

it'll work fine.  But if you insert a comment before it:

-- Comment
SELECT name
FROM arschema

or even

/* Comment */ SELECT name
FROM arschema

the Set Fields will operate as if No Request Match (i.e. it'll display the No 
Match error, or set the target fields to NULL, depending upon how you've got it 
configured).

What's interesting here is that the SQL in these queries is syntactically 
correct and they're submitted to the database by ARS without any error.  If you 
submit the SQL manually (through SQL Plus or SQL Server Management Studio, 
etc), it works correctly and returns the expected data.  Apparently, though, 
Remedy doesn't know how to deal with it if it doesn't begin with the keyword 
SELECT.

I only just discovered this because I was attempting to use a query containing 
a WITH clause in SQL Server to create a Common Table Expression to flatten out 
a recursive data structure.  Using the WITH clause, which MUST be first in the 
query (and can't be contained in a subquery) is the only way to do this in a 
single query.

Of course, the work-around is to create a view containing the CTE, which is 
what I ultimately had to do.  It's just a less convenient solution.

Anyway, just something interesting I just discovered.

-charlie
_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_

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: FYI...SQL in Set Fields MUST begin with SELECT

the interesting thing is that what I remember of the docs state that Remedy
does no syntax checking of your SQL to determine if it's accurate, it
trusts you to do that.  And because of that, I must wonder if you traced
the SQL all the way to the DB and determine what it's doing with thatto
see if it's executing it or notnot sure what would be found if you went
down that rabbit hole.


On Thu, Feb 20, 2014 at 1:25 PM, Charlie Lotridge lotri...@mcs-sf.comwrote:

 **
 Interesting, thanks for this info.

 I suppose this could be what's going on, but I'd think it would be more
 appropriate for ARS to error if the SQL violates some rules, rather than
 operate as if the query returned no results.  It's misleading.  Also, the
 documentation mentions nothing about any such rules.

 That Jaspersoft doc mentions that the SQL should start with SELECT and 
 cannot
 have comments.  And while Remedy seems to be adhering to the first part of
 this, it's not adhering to the second: I was able to insert comments both
 as separate lines, and at the end of lines, and it works correctly.

 -charlie


 On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger jrsrem...@gmail.comwrote:

 **
 I think there are security requirements for web applications and one of
 the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
 is using something of this sort with the midtier.

  I ran into something similar with iReports and Jaspersoft when I was
 writing an SQL query only mine happened to be with setting a variable to
 begin with instead of a Comment.  I could run the iReport in the tool but
 not on the JasperSoft web client.

 You can read more about it here.

 http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

 Janie

 On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
 lotri...@mcs-sf.comwrote:

 **
 I use quite a lot of SQL in my workflow, yet somehow never discovered
 this one before.  It turns out that if you're using SQL to pull data back
 for a Set Fields action, it must begin with the SELECT keyword, or it won't
 return any results.

 For example, if you have a Set Fields with this SQL:

 *SELECT name*
 *FROM arschema*

 it'll work fine.  But if you insert a comment before it:

 *-- Comment*
 *SELECT name*
 *FROM arschema*

 or even

 */* Comment */ SELECT name*
 *FROM arschema*

 the Set Fields will operate as if No Request Match (i.e. it'll display
 the No Match error, or set the target fields to NULL, depending upon how
 you've got it configured).

 What's interesting here is that the SQL in these queries is
 syntactically correct and they're submitted to the database by ARS without
 any error.  If you submit the SQL manually (through SQL Plus or SQL Server
 Management Studio, etc), it works correctly and returns the expected data.
  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
 begin with the keyword SELECT.

 I only just discovered this because I was attempting to use a query
 containing a WITH clause in SQL Server to create a Common Table Expression
 to flatten out a recursive data structure.  Using the WITH clause, which
 MUST be first in the query (and can't be contained in a subquery) is the
 only way to do this in a single query.

 Of course, the work-around is to create a view containing the CTE, which
 is what I ultimately had to do.  It's just a less convenient solution.

 Anyway, just something interesting I just discovered.

 -charlie
 _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: Email link server alias

I typically add it as a legitimate DNS Alias, although, for a Mid-Tier
perspective, the only thing that matters is that the Mid-Tier knows what
app server to connect to for that name, and that the app server knows
itself by that name...beyond that, it doesn't matter much if it's a dns or
a host file entry.

Regarding adding the old server name in, yes...by default this'll give you
duplicate entries (if you point the old name via host file to new app
server)but reading up on this article should help avoid this problem

https://docs.bmc.com/docs/display/public/ars81/Viewing+a+subset+of+entry+points#Viewingasubsetofentrypoints-298173


On Thu, Feb 20, 2014 at 11:54 AM, Cecil, Ken kce...@hubbell.com wrote:

 **

 So LJ,  if I want to fix it for going forward on the new system I can
 change the Server-Name to something generic like RemedyProd. Would I then
 need to run the MPS Remedy Restore Tool to update the references? And does
 the new name just need to be resolvable by the midtier and app server (just
 host file change) or would you recommend creating a DNS alias for that new
 server name?





 Ken.



 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
 *Sent:* Thursday, February 20, 2014 1:08 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Email link server alias



 **

 this is typically why I like my 'server name' to be an alias instead of a
 machine name, that way when moving to a new server, you don't need to worry
 about this.  You need to worry about it at the moment, but if you make your
 'new' name, an alias that can be re-pointed as necessary, it's the last
 time you will have this issue on a server move.



 On Thu, Feb 20, 2014 at 10:58 AM, Grooms, Frederick W 
 frederick.w.gro...@xo.com wrote:

 **

 Add to your ar.conf (ar.cfg) the IP-Name entry

Server-Name: hubprmap2

IP-Name: hubprmap.AD.HubbellPlano.com

 This will allow the AR Server to know itself by both names.  You can have
 as many IP-Name entries as needed.





 And you will probably need to add to your Mid-Tier the old server name and
 maybe a DNS alias or hosts file entry from the old name to the new



 Fred





 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Cecil, Ken
 *Sent:* Thursday, February 20, 2014 11:34 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Email link server alias



 **

 When doing a migration to a new AR server, is there a way to handle all of
 the links that people have in existing email notifications? They will be
 pointing to the old server name that no longer exists.



 For example here is an existing link someone may have in an email


 http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap.AD.HubbellPlano.comeid=NTS01013978



 Here's what one generated from the new server would be like.


 http://servicedesk.hubbell.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=hubprmap2eid=NTS01013978



 Is there a way to use server alias or something like that so that the old
 links could still function?



 Ken.







 _ARSlist: Where the Answers Are and have been for 20 years_



 _ARSlist: Where the Answers Are and have been for 20 years_


 --


 


 Confidentiality Requirement: This communication, including any
 attachment(s), may contain confidential information and is for the sole use
 of the intended recipient(s). If you are not the intended recipient, you
 are hereby notified that you have received this communication in error and
 any unauthorized review, use, disclosure, dissemination, distribution or
 copying of it or its contents is strictly prohibited.  If you have received
 this communication in error, please notify the sender immediately by
 telephone or e-mail and destroy all copies of this communication and any
 attachments.
 _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: FYI...SQL in Set Fields MUST begin with SELECT

LJ, the doc indeed does say that there's no syntax checking, and I did
chase it down the rabbit hole insofar as to do a SQL log to confirm that
ARS thinks it's submitting the SQL to the DB.  Just to make sure, I then
cut  pasted that same SQL from the SQL log and into a query window and
executed it - it worked just as expected.

Shawn, WRT stored procedures, the
dochttps://docs.bmc.com/docs/display/public/ars81/Assigning+values+through+SQL+statementssays
A
stored procedure with a Set Fields action executes all its commands but
does *not* return a value.  If your stored procedure returns a result set
you'd like to use in a Set Fields then, again, the solution here would be
to wrap the call to the stored procedure in a SQL view and call that.  And,
again, it's a less convenient solution.


On Thu, Feb 20, 2014 at 12:30 PM, LJ LongWing lj.longw...@gmail.com wrote:

 **
 the interesting thing is that what I remember of the docs state that
 Remedy does no syntax checking of your SQL to determine if it's accurate,
 it trusts you to do that.  And because of that, I must wonder if you traced
 the SQL all the way to the DB and determine what it's doing with thatto
 see if it's executing it or notnot sure what would be found if you went
 down that rabbit hole.


 On Thu, Feb 20, 2014 at 1:25 PM, Charlie Lotridge lotri...@mcs-sf.comwrote:

 **
 Interesting, thanks for this info.

 I suppose this could be what's going on, but I'd think it would be more
 appropriate for ARS to error if the SQL violates some rules, rather than
 operate as if the query returned no results.  It's misleading.  Also, the
 documentation mentions nothing about any such rules.

 That Jaspersoft doc mentions that the SQL should start with SELECT and
 cannot have comments.  And while Remedy seems to be adhering to the
 first part of this, it's not adhering to the second: I was able to insert
 comments both as separate lines, and at the end of lines, and it works
 correctly.

 -charlie


 On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger jrsrem...@gmail.comwrote:

 **
 I think there are security requirements for web applications and one of
 the requirements is to prevent SQL injection.  Not sure, but perhaps Remedy
 is using something of this sort with the midtier.

  I ran into something similar with iReports and Jaspersoft when I was
 writing an SQL query only mine happened to be with setting a variable to
 begin with instead of a Comment.  I could run the iReport in the tool but
 not on the JasperSoft web client.

 You can read more about it here.

 http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

 Janie

 On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge 
 lotri...@mcs-sf.comwrote:

 **
 I use quite a lot of SQL in my workflow, yet somehow never discovered
 this one before.  It turns out that if you're using SQL to pull data back
 for a Set Fields action, it must begin with the SELECT keyword, or it won't
 return any results.

 For example, if you have a Set Fields with this SQL:

 *SELECT name*
 *FROM arschema*

 it'll work fine.  But if you insert a comment before it:

 *-- Comment*
 *SELECT name*
 *FROM arschema*

 or even

 */* Comment */ SELECT name*
 *FROM arschema*

 the Set Fields will operate as if No Request Match (i.e. it'll
 display the No Match error, or set the target fields to NULL, depending
 upon how you've got it configured).

 What's interesting here is that the SQL in these queries is
 syntactically correct and they're submitted to the database by ARS without
 any error.  If you submit the SQL manually (through SQL Plus or SQL Server
 Management Studio, etc), it works correctly and returns the expected data.
  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
 begin with the keyword SELECT.

 I only just discovered this because I was attempting to use a query
 containing a WITH clause in SQL Server to create a Common Table Expression
 to flatten out a recursive data structure.  Using the WITH clause, which
 MUST be first in the query (and can't be contained in a subquery) is the
 only way to do this in a single query.

 Of course, the work-around is to create a view containing the CTE,
 which is what I ultimately had to do.  It's just a less convenient 
 solution.

 Anyway, just something interesting I just discovered.

 -charlie
 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_


 _ARSlist: Where the Answers Are and have been for 20 years_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Oklahoma City ITSM Groups/Forums

2014-02-20 Thread Drew Shuller

Hi Nathan. There was a Tulsa RUG for a while, put on by a giant oil and gas
company there. Ask your sales rep if they're still having those. Kelly
Deaver may also be able to provide some info.

Drew Shuller
SCAB Honduras


On Thu, Feb 20, 2014 at 1:44 PM, Nathan Aker nathan_a...@mcafee.com wrote:

 **

 Hey listers, is anyone aware of any ITSM related groups or forums in
 Oklahoma City area?   Historically I have attended a number of itSMF events
 at the Dallas LIG, but doesn't look like there is a LIG or any other ITSM
 related group around here that I can find.  Anyone know of any in the
 area?  Thanks.  Nate.



 *Nathan Aker*
 IT Service Management Team

 *McAfee*

   _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

ITSM SP5

2014-02-20 Thread Sanford, Claire

I received this in the mail today!

BMC Software Customer Support Notice
This information describes Service Pack 5 for version 7.6.04 of BMC Remedy IT 
Service Management.   February 19, 2014.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Rif: Direct access URL used in email notification - AR 7.6

2014-02-20 Thread Jason Miller

In ITSM 8.1 I was able to make slight changes versions of both those URLs
work.

I wasn't able to get the first one to work with either the the field name
or field label (I didn't bother trying with URL encoded special charters in
field label attempt).  I changed the Incident Number reference to use the
field ID and it worked fine.

The second URL worked just fine when I put in our server info and an
Incident number that exists in our system.

That is fun and all but doesn't speak to your authentication issue.  Are
you already logged in when opening the URL?  Your existing session should
be used (unless you are in some kind of private browsing mode).  If you are
not already logged in then you should be presented with the login page and
once logged in be sent to the proper request (validated URLs this way too).

Just to confirm there are no issues going to
https://MidtierServer/arsysand logging in?  I am having thinking of
any reason why a URL without any
username/password parameters would throw an authentication failed message.

Jason


On Thu, Feb 20, 2014 at 3:44 AM, team.rem...@libero.it 
team.rem...@libero.it wrote:

 **

 I follow two ways to reach the Help Desk Form and view the Incident Number
 INC00319263 through an URL, but in both cases when i try to login

 with my credentials the system gives back to me the message of Authentication
 failed.

 The two URLs i used are these:


 https://MidtierServer/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk+Classicserver=remedyserverqual=%27IncidentNumber%27%3D%22INC00319263%22



 https://MidtierServer/arsys/forms/remedyserver/SHR%3ALandingConsole/Default+Administrator+View/?mode=searchF304255500=HPD%3AHelp+DeskF100076=FormOpenF303647600=SearchTicketWithQualF304255610='100161'%3D%22INC00319263%22


 Please can anyone help me to solve this problem?

 Thanks in advance.

 Regards.

 Pietro

 Messaggio originale
 Da: jason.mil...@gmail.com
 Data: 19-feb-2014 10.12
 A: arslist@ARSLIST.ORG
 Ogg: Re: Rif: Direct access URL used in email notification - AR 7.6

 **
 There is also this document in the BMC Communities: Direct Access URL to
 INC, CRQ  TSK using 
 SHR:LandingConsolehttps://communities.bmc.com/docs/DOC-27541

 Jason


 On Tue, Feb 18, 2014 at 4:02 AM, Rüdiger Tams ruedi...@tams.de wrote:

 Hi there,

 you can find some information about the URLs in the PDF Mid-Tier Guide
 for 7.6, too.

 HTH

 Rüdiger

 
 Luisa Clotilde Carena luisaclotilde.car...@sgsbp.it schrieb am Di,
 18.2.2014:

  Betreff: Rif: Direct access URL used in email notification - AR 7.6
  An: arslist@ARSLIST.ORG
  Datum: Dienstag, 18. Februar, 2014 11:30 Uhr

  **

  Hi Pietro,



  you have to build an url
  like this in your email text,


 http://REMEDYWEBPROD.intranet.servizi:8080/arsys/servlet/ViewFormServlet?server=remedyprod.intranet.serviziform=WRBorsaitalianamode=Modifyqual=%27Entry_ID%27%3D%22$yourtiketid$%22+AND+%27Cod+UO%27%3D%2207165%22



  In notify action you can
  also check the 'Web URL' option.



  Luisa



  team.rem...@libero.it
  ---17/02/2014 15:03:49---Hi Folks, I am currently trying to
  implement a hard link in an email notification to
  the



  Da:team.rem...@libero.it
  team.rem...@libero.it

  Per:   arslist@ARSLIST.ORG,

  Data:  17/02/2014 15:03

  Oggetto:   Direct access URL used in email
  notification - AR 7.6

  Inviato
  da:Action
  Request System discussion list(ARSList)
  arslist@ARSLIST.ORG







  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






  
 

  La presente comunicazione e' destinata esclusivamente al
  soggetto indicato piu' sopra quale destinatario o ad
  eventuali altri soggetti
  autorizzati a riceverla. Essa contiene informazioni
  strettamente confidenziali e

can 8.1 calendar be used within another web page

2014-02-20 Thread Rocky Rockwell


I have a question for the LIST.

Can you bring up the 8.1 calendar from with a different web page, sort 
of like a web part. I tried to use the test drive BMC has, but it keeps 
coming up to the home page. Basically I just want ot have a link on a 
web page that brings up the calendar using a direct URL. I would verify 
this on our 8.1 but I do not have access to it yet. I would provide the 
login in the URL.



Rocky

Martin Rocky Rockwell
Certified BMC Administrator and Developer

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Questing on accessing our Remedy/ITSM system outside of the corporate network

2014-02-20 Thread Howard Richter

Good morning, afternoon and evening all,

 

I just got asked if there was a way to access our Remedy/ITSM system outside
of the corporate network, if there are no parts (i.e. mid-tiers) in the DMZ.
They are thinking that they can use some magic with SSO and federation to do
this. We are using the JSS plugin (which is great) for our ITSM 7.6.4.
system.

 

So my first answer is no, one would need to have a mid-tier (or even an
arserver) on a box in the DMZ and then give a method to access that system
or open a firewall port (not very safe).

 

However, as I get older I have started to ask if I might be wrong., maybe
someone else has found a way to do this. So is there some method where one
could access the system if they were not on the corporate network (and a
firewall was blocking access to the system inside the network).

 

Also I remember a doc, that BMC produced, that showed how to build out a
system that would have external access. So if someone has an idea what it
might be. Let me know.

As always take care and be well,

 

Howard

 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

2014-02-20 Thread Grooms, Frederick W

It also depends on what they want access outside the network.   If it is for 
employees (who happen to be outside the office) then they can VPN into your 
network and no ARS changes will be needed.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Thursday, February 20, 2014 4:54 PM
To: arslist@ARSLIST.ORG
Subject: Questing on accessing our Remedy/ITSM system outside of the corporate 
network

**
Good morning, afternoon and evening all,

I just got asked if there was a way to access our Remedy/ITSM system outside of 
the corporate network, if there are no parts (i.e. mid-tiers) in the DMZ.  They 
are thinking that they can use some magic with SSO and federation to do this. 
We are using the JSS plugin (which is great) for our ITSM 7.6.4. system.

So my first answer is no, one would need to have a mid-tier (or even an 
arserver) on a box in the DMZ and then give a method to access that system or 
open a firewall port (not very safe).

However, as I get older I have started to ask if I might be wrong., maybe 
someone else has found a way to do this. So is there some method where one 
could access the system if they were not on the corporate network (and a 
firewall was blocking access to the system inside the network).

Also I remember a doc, that BMC produced, that showed how to build out a system 
that would have external access. So if someone has an idea what it might be. 
Let me know.

As always take care and be well,

Howard




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Questing on accessing our Remedy/ITSM system outside of the corporate network

Howard,
A reverse proxy exposed to the internet would be one way I have seen it done
On Feb 20, 2014 3:54 PM, Howard Richter hbr4...@gmail.com wrote:

 **

 Good morning, afternoon and evening all,



 I just got asked if there was a way to access our Remedy/ITSM system
 outside of the corporate network, if there are no parts (i.e. mid-tiers) in
 the DMZ.  They are thinking that they can use some magic with SSO and
 federation to do this. We are using the JSS plugin (which is great) for our
 ITSM 7.6.4. system.



 So my first answer is no, one would need to have a mid-tier (or even an
 arserver) on a box in the DMZ and then give a method to access that system
 or open a firewall port (not very safe).



 However, as I get older I have started to ask if I might be wrong., maybe
 someone else has found a way to do this. So is there some method where one
 could access the system if they were not on the corporate network (and a
 firewall was blocking access to the system inside the network).



 Also I remember a doc, that BMC produced, that showed how to build out a
 system that would have external access. So if someone has an idea what it
 might be. Let me know.

 As always take care and be well,



 Howard


 _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: FYI...SQL in Set Fields MUST begin with SELECT

2014-02-20 Thread Joe D'Souza

I've once hit a limitation wherein a long SQL command (which ran perfectly
on the SQL client) didn't work within the SQL Set Fields action and returned
an error (do not recall what error as this was many years ago). So since
then I have tried to limit my use of SQL in Set Fields only if the number of
fields you are returning back are few. I do not know if this limitation is
now not an issue. If I recall right, I hit this limitation in a very early
release of 7.0 and I recall testing it on 6.3 and found that to be true on
that version too.

 

If I recall right, the limitation was not because of the number of fields
being returned, but the actual string length of the SQL statement.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Thursday, February 20, 2014 3:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: FYI...SQL in Set Fields MUST begin with SELECT

 

** 

Interesting, thanks for this info.

 

I suppose this could be what's going on, but I'd think it would be more
appropriate for ARS to error if the SQL violates some rules, rather than
operate as if the query returned no results.  It's misleading.  Also, the
documentation mentions nothing about any such rules.

 

That Jaspersoft doc mentions that the SQL should start with SELECT and
cannot have comments.  And while Remedy seems to be adhering to the first
part of this, it's not adhering to the second: I was able to insert comments
both as separate lines, and at the end of lines, and it works correctly.

 

-charlie

 

On Thu, Feb 20, 2014 at 12:12 PM, Janie Sprenger jrsrem...@gmail.com
wrote:

** 

I think there are security requirements for web applications and one of the
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is
using something of this sort with the midtier. 

 

I ran into something similar with iReports and Jaspersoft when I was writing
an SQL query only mine happened to be with setting a variable to begin with
instead of a Comment.  I could run the iReport in the tool but not on the
JasperSoft web client.  

 

You can read more about it here. 

http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configu
ration

Janie

 

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge lotri...@mcs-sf.com
wrote:

** 

I use quite a lot of SQL in my workflow, yet somehow never discovered this
one before.  It turns out that if you're using SQL to pull data back for a
Set Fields action, it must begin with the SELECT keyword, or it won't return
any results.

 

For example, if you have a Set Fields with this SQL:

 

SELECT name

FROM arschema

 

it'll work fine.  But if you insert a comment before it:

 

-- Comment

SELECT name

FROM arschema

 

or even

 

/* Comment */ SELECT name

FROM arschema

 

the Set Fields will operate as if No Request Match (i.e. it'll display the
No Match error, or set the target fields to NULL, depending upon how you've
got it configured).

 

What's interesting here is that the SQL in these queries is syntactically
correct and they're submitted to the database by ARS without any error.  If
you submit the SQL manually (through SQL Plus or SQL Server Management
Studio, etc), it works correctly and returns the expected data.  Apparently,
though, Remedy doesn't know how to deal with it if it doesn't begin with the
keyword SELECT.

 

I only just discovered this because I was attempting to use a query
containing a WITH clause in SQL Server to create a Common Table Expression
to flatten out a recursive data structure.  Using the WITH clause, which
MUST be first in the query (and can't be contained in a subquery) is the
only way to do this in a single query.

 

Of course, the work-around is to create a view containing the CTE, which is
what I ultimately had to do.  It's just a less convenient solution.

 

Anyway, just something interesting I just discovered.

 

-charlie

_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: FYI...SQL in Set Fields MUST begin with SELECT