Re: Mid-Tier 6.3 - Waiting to load user.data.jsp (U)
Look at the mid-tier log file for possible JVM memory related error. If so, increase the JVM upper limit (param -Xmx) to 60-70% of Available Physical memory. Ideal if it is set to 1024MB. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Tuesday, June 16, 2009 8:17 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier 6.3 - Waiting to load user.data.jsp (U) UNCLASSIFIED One user has a User Preference form; Time Zone is correct. Anther user did not have User Preference form; I created one for her. I will check their workstations to verify the clock setting. Thanks! Sandra Hennigan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Tuesday, June 16, 2009 10:22 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier 6.3 - Waiting to load user.data.jsp (U) It sounds like you are having the TimeZone problem. See if the user(s) have a preference record in the AR System User Preferences form and if the Time Zone field has a valid value in it. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Tuesday, June 16, 2009 8:46 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier 6.3 - Waiting to load user.data.jsp (U) UNCLASSIFIED Question for all of the mid-tier gurus out there, please - We are running: ARS 6.3 patch 21 on Windows 2003 servers backended to SQL 2000 database with Help Desk 5.5 and SLA 5 Mid-Tier 6.3 patch 17 Workstations: Desktops or laptops with Windows XP running Office 2003 Internet Explorer version 6 or 7 Users affected: Licensed Remedy Support Staff users With no changes to ARS or the Mid-Tier (within Remedy) and no changes to the servers (the admins swear) some of our users are sometimes encountering loading issues of the web client. From their browser, the user types the web client URL. The URL opens the login page, the user successfully logs in. Instead of being delivered the Start page, the user gets a blank page with Waiting to load user.data.jsp in the Status Bar. No success loading the page. And we have tried waiting it out over night. Random users, random workstations. For the users with issues, the problem is repeatable on their workstation. Same workstation, the problem is not repeated for every user. For the users with issues, different workstation, the problem is not always repeatable. No login or delivery issues if launching the WUT. EXCEPT For the users with delivery issues, if the user executes opening the web client from an external link - example: the URL is typed to a Word Doc or an email message - the Start page opens up immediately for the logged in user. Any ideas what might produce this and what can be done to resolve the issue? Sandra Hennigan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Skip SRM console or pass vital info
Thank you very much Matt. Will try. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matthew Perrault Sent: Tuesday, May 19, 2009 6:38 PM To: arslist@ARSLIST.ORG Subject: Re: Skip SRM console or pass vital info ** Anthony, We are working on the same thing here. The way to do it is to use an advanced interface form with Back end Mapping. Then you can have the URL pass the parameters to the form/fields as you need with the F1001=ValueF123456=value2 Where in F1001, the 1001 is the field Id. And when the Form is opened, it will set the Request ID, and on submission, it will create the SRM:Request record stub. HTH, Matt P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Monday, May 18, 2009 11:06 PM To: arslist@ARSLIST.ORG Subject: Skip SRM console or pass vital info ** Hi, (Sending behalf of my colleague) I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Skip SRM console or pass vital info
Hi, (Sending behalf of my colleague) I am trying to integrate SRM to a knowledge site in such as way that users will review information there to narrow down their issue (incident or request) and then receive a link to take them DIRECTLY into a request form specific to their needs, with parameters passed to fill in relevant fields. One can create a URL that has a Remedy form specified and after the user logs in they are taken directly to the form. Testing this, however, vital information isn't filled in for a request because it wasn't navigated through the SRM console. What mechanisms exist in SRM or what techniques can be used to link directly to a request form from external source (to avoid SRM console navigation), and pass additional parameters to fill fields? Platform: --- ARS 7.5p1 SRM2.2.3 Win2k3 Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Well, it’s not windows specific. Another user with 7.0 on HP-UX is having similar issue. -Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, February 25, 2009 11:43 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue Interesting, I think this is the first time that I’ve heard someone specifically call out Windows as being part of the problem rather than just a remote Oracle database. Your response is actually encouraging, because we’re going to be switching over to Linux with the remote Oracle database. Hopefully we’ll have better luck there… Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 24, 2009 7:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Its a known issue where ARS on Windows connected to a Remote Oracle database, takes forever to recache and that it takes forever to restart if the services have been stopped and is restarted. This is because of the way that data is read in chunks of 100 rows. It is as designed and Remedy has nothing to do with the design as its more how the Oracle client communicates to remote oracle databases when the client is on Windows.. I didn't experience the kinds of problems you are talking about on UNIX ARS Servers connected to remote Oracle databases. So I guessed your configurations by the symptoms you described. Unfortunately you got to live with it unless you decide to move to UNIX. Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 6:02:40 PM Subject: Re: ARS 7.1 server group issue Correct…… From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 24, 2009 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Your AR Servers are probably on windows and connect to Oracle setup as a Remote database? Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 4:27:56 PM Subject: Re: ARS 7.1 server group issue ** I see server groups as being more useful for load balancing and redundancy. While you can indeed have users on the other systems while you perform the updates, the other servers become nearly unusable as the cache updates, especially for anything other than very minor changes. I’ve simply had less issues if I simply bring down the other servers during the changes and then bring them back up again after. In my experience, that actually provides a better user experience, because knowing that it’s down for a short time is easier to deal with than extremely slow performance during a cache update. Lyle From: NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.
Re: ARS 7.1 server group issue
I have verified the boot.ini file has /3G switch. Also using ‘dumpbin’ tool I got confirmed that arserver can address more than 2GB. After startup the memory consumed is ~1.3GB, as shown in Task Manager. This is still a pre-prod env, so there are no users. In the Dev env, I had used ;CopyCache Begin’ flag, where the log showed only ‘CopyCache Begin:’ but no ‘CopyCache End’ Will enable both flags and update you. Thanks, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Walters, Mark Sent: Wednesday, February 25, 2009 1:46 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue By default the maximum memory arserver can access on 32-bit Windows is 2GB. If it tries to grow beyond this then it will fail. This is an OS limitation that can be changed to 3GB by the addition of the /3GB switch to the appropriate line in the boot.ini file. See http://www.microsoft.com/whdc/system/platform/server/PAE/PAEmem.mspx and many of the other pages returned by a Google for “windows 3gb boot.ini”. The arserver is compiled with the large address aware flag that enables it to make use of the additional 1GB of RAM provided by this switch. However, I’d be interested to understand why your arserver process is getting so large that it is reaching the 2GB limit. How much memory does arserver.exe consume after startup – at the point that users can login? How many concurrent users? The initial size of the process is largely determined by the amount of forms and workflow that you have on the system as these are all read in to the server to create the cache. If you have a full ITSM system with multiple language packs the initial size could be in excess of 700MB. Once it is up and running the server will increase in size as it allocates memory to handle it’s day-to-day work – processing query results and so on. One of the advantages of the Windows platform is that once the server releases the memory it is returned to the OS and the footprint should shrink again. If the maximum process size (2 or 3 GB depending on the flag above) minus the current size or arserverd is LESS than the startup size a recache operation is likely to fail. Things that you could do; · Enable the /3GB option · If your startup size is very large look to remove unused views, forms, workflow from the system · Set Large-Result-Logging-Threshold: 10 in ar.cfg and enable thread logging on the secondary servers – this will show you if you have users running queries returning large datasets and consuming memory. · Set Copy-Cache-Logging: T too – this will record the recache operations in the thread log. You want to make sure that you see the freeservercache that indicates that the server has released the original copy of the cache. If you have long running API calls it is possible for the server to end up with more than 2 copies of the cache – if this is a large cache you can very quickly hit the memory limit. Eg This is bad – multiple copies – you want to see a begin, end and free before the next begin. CopyCache Begin: rpcCallProc=10002 user=Remedy Application Service tid=5 rpcId=0 CopyCache End CopyCache Begin: rpcCallProc=10002 user=Remedy Application Service tid=5 rpcId=0 CopyCache End FreeServerCache: rpcCallProc=10018 user=Remedy Application Service tid=5 rpcId=1178442632 Incidentally, if you have are using 64-bit Windows I believe the maximum size of a large address aware enabled 32-bit application is 4GB by default - http://msdn.microsoft.com/en-us/library/ms791558.aspx Mark Walters The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or support representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: 25 February 2009 07:17 To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue Joe, The chunk setting should not cause malloc error. There is no timeout issue either. Today I saw memory consumption report when the recache triggered on secondary servers. It is crossing 2GB before the malloc error, a memory limitation on OS or arserver process? Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Wednesday, February 25, 2009 7:50 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Its a known issue where ARS on Windows connected to a Remote Oracle database, takes forever to recache and that it takes forever to restart if the services have been stopped and is restarted. This is because of the way that data is read in chunks
Re: ARS 7.1 server group issue
is not intended to convey a role as a spokesperson, liaison or support representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: 25 February 2009 07:17 To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue Joe, The chunk setting should not cause malloc error. There is no timeout issue either. Today I saw memory consumption report when the recache triggered on secondary servers. It is crossing 2GB before the malloc error, a memory limitation on OS or arserver process? Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Wednesday, February 25, 2009 7:50 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Its a known issue where ARS on Windows connected to a Remote Oracle database, takes forever to recache and that it takes forever to restart if the services have been stopped and is restarted. This is because of the way that data is read in chunks of 100 rows. It is as designed and Remedy has nothing to do with the design as its more how the Oracle client communicates to remote oracle databases when the client is on Windows.. I didn't experience the kinds of problems you are talking about on UNIX ARS Servers connected to remote Oracle databases. So I guessed your configurations by the symptoms you described. Unfortunately you got to live with it unless you decide to move to UNIX. Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 6:02:40 PM Subject: Re: ARS 7.1 server group issue Correct…… From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 24, 2009 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Your AR Servers are probably on windows and connect to Oracle setup as a Remote database? Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 4:27:56 PM Subject: Re: ARS 7.1 server group issue ** I see server groups as being more useful for load balancing and redundancy. While you can indeed have users on the other systems while you perform the updates, the other servers become nearly unusable as the cache updates, especially for anything other than very minor changes. I’ve simply had less issues if I simply bring down the other servers during the changes and then bring them back up again after. In my experience, that actually provides a better user experience, because knowing that it’s down for a short time is easier to deal with than extremely slow performance during a cache update. Lyle From:
Re: ARS 7.1 server group issue
(Got reject notes because the lines exceed...so trying for 3rd time) Thread logging enabled while the server was running. See comments from Mark. Thanks, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Worthington Sent: Wednesday, February 25, 2009 11:56 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue Was thread logging enabled when the server was started? The Init should look like this: THRD /* Sun Feb 22 2009 02:36:07.5150 */ Thread Trace Log -- ON (AR Server 7.1.00 Patch 002 200802011900) THRD /* Sun Feb 22 2009 02:36:15.4060 */ Thread Id 3076 (thread number 0) Thread Manager started. THRD /* Sun Feb 22 2009 02:36:15.4060 */ Thread Id 3080 (thread number 1) timed call thread started. THRD /* Sun Feb 22 2009 02:36:15.4060 */ Thread Id 3084 (thread number 2) on ADMIN queue started. THRD /* Sun Feb 22 2009 02:36:19.5150 */ InitServerCache Begin THRD /* Sun Feb 22 2009 02:43:20.3880 */ InitServerCache End: rpcCallProc=0 tid=3084 And re-caches look like this; THRD /* Fri Feb 20 2009 13:17:16.3370 */ CopyCache Begin: rpcCallProc=10002 user=Remedy Application Service tid=2808 rpcId=0 THRD /* Fri Feb 20 2009 13:19:27.7490 */ CopyCache End THRD /* Fri Feb 20 2009 13:22:38.8550 */ FreeServerCache: rpcCallProc=5 user=blah tid=5776 rpcId=1761714 Can you verify that the server completes and InitServerCache before performing a CopyCache? Tony Worthington Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.5911 (phone) tony.worthing...@kohls.com mailto:tony.worthing...@kohls.com www.Kohls.com http://www.kohls.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Slow on windows because of Anti-virus scan? -Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Thursday, February 26, 2009 1:22 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** I have noticed on almost similar configuration (sizewise) that startup times on UNIX is considerably better. I had problems on Windows having similar configurations in terms of memory etc.. Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Wednesday, February 25, 2009 1:12:30 PM Subject: Re: ARS 7.1 server group issue Interesting, I think this is the first time that I’ve heard someone specifically call out Windows as being part of the problem rather than just a remote Oracle database. Your response is actually encouraging, because we’re going to be switching over to Linux with the remote Oracle database. Hopefully we’ll have better luck there… Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 24, 2009 7:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Its a known issue where ARS on Windows connected to a Remote Oracle database, takes forever to recache and that it takes forever to restart if the services have been stopped and is restarted. This is because of the way that data is read in chunks of 100 rows. It is as designed and Remedy has nothing to do with the design as its more how the Oracle client communicates to remote oracle databases when the client is on Windows.. I didn't experience the kinds of problems you are talking about on UNIX ARS Servers connected to remote Oracle databases. So I guessed your configurations by the symptoms you described. Unfortunately you got to live with it unless you decide to move to UNIX. Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 6:02:40 PM Subject: Re: ARS 7.1 server group issue Correct…… From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 24, 2009 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Your AR Servers are probably on windows and connect to Oracle setup as a Remote database? Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 4:27:56 PM Subject: Re: ARS 7.1 server group issue ** I see server groups as being more useful for load balancing and redundancy. While you can indeed have users on the other systems while you perform the updates, the other servers become nearly unusable as the cache updates, especially for anything other than very minor changes. I’ve simply had less issues if I simply bring down the other servers during the changes and then bring them back up again after. In my experience, that actually provides a better user experience, because knowing that it’s down for a short time is easier to deal with than extremely slow performance during a cache update. Lyle From: NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___
ARS 7.1 server group issue
Hi, In Remedy server group environment, when the def changes on primary server other servers either throw malloc error ( so the updates not reflected) or crash. Anyone seen this? Env: ARS 7.1 patch 5 with ITSM 7.0 suite Windows 2003 Oracle 10g Thanks, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Lyle, That's good idea. We are not sure what else would trigger the re-cache. We have not tested what would happen when Users/Groups are added. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, February 25, 2009 12:51 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** While AR is supposed to support it, in my experience it is best to shut down everything but the primary server, make your changes, and then bring everything back up again. Things just go more smoothly that way. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Tuesday, February 24, 2009 11:37 AM To: arslist@ARSLIST.ORG Subject: ARS 7.1 server group issue ** Hi, In Remedy server group environment, when the def changes on primary server other servers either throw malloc error ( so the updates not reflected) or crash. Anyone seen this? Env: ARS 7.1 patch 5 with ITSM 7.0 suite Windows 2003 Oracle 10g Thanks, Anthony __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Leonard, Here is the answer for your questions; * How many servers are in the group? -Three * What is the memory configuration on these servers? -4GB, 1.5 GB free when arserver running. * What is the disk space configuration on these servers? -Enough disk space * What cache mode are the servers in? -Primary has 'Development', all other production. * Do all of them crash with the malloc error? Or, just specific ones? -All * Is this a new Server Group configuration? Or, did it work before, but now does not? -First in v7.1, v6.3 works fine. Server group log does not show anything for this issue, but handover happens properly. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ Sent: Wednesday, February 25, 2009 1:02 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Since a modification to the primary server triggers a server recache to the other servers in the group, I would look at the resources on the other servers. Here are a few questions that I have: * How many servers are in the group? * What is the memory configuration on these servers? * What is the disk space configuration on these servers? * What cache mode are the servers in? * Do all of them crash with the malloc error? Or, just specific ones? * Is this a new Server Group configuration? Or, did it work before, but now does not? Turning on the server group logs may offer some clues as well. Leonard Neely Column technologies From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Tuesday, February 24, 2009 10:37 AM To: arslist@ARSLIST.ORG Subject: ARS 7.1 server group issue ** Hi, In Remedy server group environment, when the def changes on primary server other servers either throw malloc error ( so the updates not reflected) or crash. Anyone seen this? Env: ARS 7.1 patch 5 with ITSM 7.0 suite Windows 2003 Oracle 10g Thanks, Anthony __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Tauf, Yes, the primary server is enabled for Admin operations and disabled on all other. Ranking form is correct, and the log shows it's working. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, February 25, 2009 1:56 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Anthony, Have you named only 1 server as the server that you allow Admin Operations on? Have you disabled it on the other servers? Also, I would confirm on the rankings form that you have it setup properly. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Tuesday, February 24, 2009 1:37 PM To: arslist@ARSLIST.ORG Subject: ARS 7.1 server group issue ** Hi, In Remedy server group environment, when the def changes on primary server other servers either throw malloc error ( so the updates not reflected) or crash. Anyone seen this? Env: ARS 7.1 patch 5 with ITSM 7.0 suite Windows 2003 Oracle 10g Thanks, Anthony __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Uday, Recache happens in both scenario, but not tested whether it would throw malloc error. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Uday Joshi Sent: Wednesday, February 25, 2009 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Recaching happens when groups are added in the group form. Haven't checked with User entries. Best Regards, Uday Joshi From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Wednesday, February 25, 2009 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Lyle, That's good idea. We are not sure what else would trigger the re-cache. We have not tested what would happen when Users/Groups are added. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, February 25, 2009 12:51 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** While AR is supposed to support it, in my experience it is best to shut down everything but the primary server, make your changes, and then bring everything back up again. Things just go more smoothly that way. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Anthony K R Sent: Tuesday, February 24, 2009 11:37 AM To: arslist@ARSLIST.ORG Subject: ARS 7.1 server group issue ** Hi, In Remedy server group environment, when the def changes on primary server other servers either throw malloc error ( so the updates not reflected) or crash. Anyone seen this? Env: ARS 7.1 patch 5 with ITSM 7.0 suite Windows 2003 Oracle 10g Thanks, Anthony __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 7.1 server group issue
Tony, Perfect. Yes, setting is right. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tony Worthington Sent: Wednesday, February 25, 2009 12:54 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue I can see it happening if the secondary servers cannot allocate memory for the re-cache. Is your primary server in development cache mode and the secondary servers aren't? You would think if one malloc'd then they all would -- unless the memory or ARS configuration differs... Tony Worthington Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.5911 (phone) tony.worthing...@kohls.com mailto:tony.worthing...@kohls.com www.Kohls.com http://www.kohls.com/ From: Anthony K R anthony_rathna...@dell.com To: arslist@ARSLIST.ORG Date: 02/24/2009 12:36 PM Subject: ARS 7.1 server group issue Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Hi, In Remedy server group environment, when the def changes on primary server other servers either throw malloc error ( so the updates not reflected) or crash. Anyone seen this? Env: ARS 7.1 patch 5 with ITSM 7.0 suite Windows 2003 Oracle 10g Thanks, Anthony __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are image001.jpg
Re: ARS 7.1 server group issue
Joe, The chunk setting should not cause malloc error. There is no timeout issue either. Today I saw memory consumption report when the recache triggered on secondary servers. It is crossing 2GB before the malloc error, a memory limitation on OS or arserver process? Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Wednesday, February 25, 2009 7:50 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Its a known issue where ARS on Windows connected to a Remote Oracle database, takes forever to recache and that it takes forever to restart if the services have been stopped and is restarted. This is because of the way that data is read in chunks of 100 rows. It is as designed and Remedy has nothing to do with the design as its more how the Oracle client communicates to remote oracle databases when the client is on Windows.. I didn't experience the kinds of problems you are talking about on UNIX ARS Servers connected to remote Oracle databases. So I guessed your configurations by the symptoms you described. Unfortunately you got to live with it unless you decide to move to UNIX. Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 6:02:40 PM Subject: Re: ARS 7.1 server group issue Correct…… From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 24, 2009 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 server group issue ** Your AR Servers are probably on windows and connect to Oracle setup as a Remote database? Joe From: Lyle Taylor tayl...@ldschurch.org To: arslist@ARSLIST.ORG Sent: Tuesday, February 24, 2009 4:27:56 PM Subject: Re: ARS 7.1 server group issue ** I see server groups as being more useful for load balancing and redundancy. While you can indeed have users on the other systems while you perform the updates, the other servers become nearly unusable as the cache updates, especially for anything other than very minor changes. I’ve simply had less issues if I simply bring down the other servers during the changes and then bring them back up again after. In my experience, that actually provides a better user experience, because knowing that it’s down for a short time is easier to deal with than extremely slow performance during a cache update. Lyle From:
Re: ARWARN 9351 error
Hi, Saw few earlier threads on the same issue related to Remedy midtier Cache. This is not just warning but error. Here is the story from our side; At Asset Management console or related forms, user gets error: Unable to setup data connection, which is preventing the application from working correctly. (ARERR 9351) . After this error, none of the user is able to login to mid-tier. After entering ID and password, the browser continues to hunt but no home page is displayed. Once I flush mid-tier cache, user can login until one of them get the above error. Env: WebLogic 9.2 MP3, mid-tier 7.1p5 on Linux. ARS7.1p5, ITSM 7.0.03 on Windows. Same error appears randomly in midtier hosted on Tomcat 5.5 on the same ARS server box. Seems some corruption in ITSM apps. Other related/unrelated symptom; 1. User login through browser, gets homepage, logout, clicks on 'Return to home page' link, gets login screen, enters ID password, clicks Login button, browser continue to request but loads nothing until displays The page cannot be displayed. 2. After getting the above error, at WebLogic mid-tier console clicked on 'Cache Setting' got internal server error 500, but I can continue to browse/modify all other config links. I have submitted this issue to bmc. Perhaps after few weeks of fight they would admit it as a defect. I have already seen few JVM/cache related being worked out by them. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sivarama velicheti Sent: Friday, September 19, 2008 4:38 AM To: arslist@ARSLIST.ORG Subject: ARWARN 9351 error ** Hi Group, I just wanted to know if anyone faced this warning message (ARWARN 9351) Unable to setup data connection, which is preventing the application from working correctly. I looked up the AR System error messages and the only extra addition that I could find for the error was An internal error occurred during a back channel request from the browser to the mid tier server. How do I get rid of this error message? I have set the work view refresh setting to 1 minute and the minute the screen refreshes this warning message pops up. I am on AR Server 7.1 and Mid-Tier 7.1. Thanks Sivarama __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SRMS Data Visulation Plugin makes Web server crash - RESOLVED
Resolved - Not a neat solution (copied 4 jars into WEB-INF/lib). But the main concern is the WebLogic9.2 uses old antlr lib(2.0.x) which calls System.exit() when the class is not found instead of passing control to exception handler. Thanks for looking into this. Regards, Anthony _ From: Rathnappa, Anthony Sent: Monday, December 08, 2008 9:42 PM To: 'arslist@ARSLIST.ORG' Subject: SRMS Data Visulation Plugin makes Web server crash Hi, ARS Server v7.1 Midtier: 7.1 patch 5 WebLogic 9.2 MP3 ITSM application: SRMS Everything works except when user clicks on 'Request Entry' the WebServer goes down. The error in WebLogic server log is; CharScanner; panic: ClassNotFoundException: org.antlr.stringtemplate.language.ChunkToken On Tomcat it works fine. I found that both WebLogic and SRMS Data Visualization Plugin uses antlr library and conflicting each other. The WebLogic class load override option prefer-web-inf-classes in midtier/WEB-INF/weblogic.xml not working. Anybody able to resolve? Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SRMS Data Visulation Plugin makes Web server crash
Hi, ARS Server v7.1 Midtier: 7.1 patch 5 WebLogic 9.2 MP3 ITSM application: SRMS Everything works except when user clicks on 'Request Entry' the WebServer goes down. The error in WebLogic server log is; CharScanner; panic: ClassNotFoundException: org.antlr.stringtemplate.language.ChunkToken On Tomcat it works fine. I found that both WebLogic and SRMS Data Visualization Plugin uses antlr library and conflicting each other. The WebLogic class load override option prefer-web-inf-classes in midtier/WEB-INF/weblogic.xml not working. Anybody able to resolve? Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Job: Developer @ DELL Bangalore (India)
Sorry, I'm not the contact person, so please forward your resume to [EMAIL PROTECTED] Regards, Anthony _ From: Rathnappa, Anthony Sent: Friday, November 14, 2008 6:41 PM To: 'arslist@ARSLIST.ORG' Subject: Job: Developer @ DELL Bangalore (India) Hi, I apologize for spamming Developers - ARS, ITSM and related technologies with 2-4 years of development/customization/configuration experience. Location: Bangalore, INDIA Please email your Resume to: [EMAIL PROTECTED] Contact Information: -- Nagaraj C Staffing Specialist Mobile: +91-98800 80504| Board line: +91-80-28077000 Ext: 79755 E-Mail: [EMAIL PROTECTED] Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Job: Developer @ DELL Bangalore (India)
Hi, I apologize for spamming Developers - ARS, ITSM and related technologies with 2-4 years of development/customization/configuration experience. Location: Bangalore, INDIA Please email your Resume to: [EMAIL PROTECTED] Contact Information: -- Nagaraj C Staffing Specialist Mobile: +91-98800 80504| Board line: +91-80-28077000 Ext: 79755 E-Mail: [EMAIL PROTECTED] Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-tier 7.1 with webLogic 9.2
I configured on my sandbox, works fine. I may need to go though their setup. Thanks for looking into this. Regards, Anthony From: Rathnappa, Anthony Sent: Wednesday, March 19, 2008 10:20 AM To: arslist@ARSLIST.ORG Subject: RE: Mid-tier 7.1 with webLogic 9.2 Thank you. I had already forwarded this doc to him, waiting for the response. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Tuesday, March 18, 2008 10:39 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-tier 7.1 with webLogic 9.2 ** Not sure of your problem, but you may wish to look through the following white paper to see if it helps: 19-Sep-2007 (White Paper) Configuring BEA WebLogic Server 9.1 or 9.2 for BMC Remedy Mid Tier PDF http://www.bmc.com/supportu/documents/43/76/84376/84376.pdf http://www.bmc.com/supportu/documents/43/76/84376/84376.pdf -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Anthony K R Sent: Tuesday, March 18, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Mid-tier 7.1 with webLogic 9.2 ** Hello, ARS7.1 on Windows 2003. Just heard from our Server Admin that Mid-tier 7.1 is not working with WebLogic 9.2 with Java 5 (on Windows). Did you face this issue, if so, how did you make it work?. Regards, Anthony Rathnappa Sr. Software Developer Dell IT __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Mid-tier 7.1 with webLogic 9.2
Hello, ARS7.1 on Windows 2003. Just heard from our Server Admin that Mid-tier 7.1 is not working with WebLogic 9.2 with Java 5 (on Windows). Did you face this issue, if so, how did you make it work?. Regards, Anthony Rathnappa Sr. Software Developer Dell IT ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-tier 7.1 with webLogic 9.2
Thank you. I had already forwarded this doc to him, waiting for the response. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Tuesday, March 18, 2008 10:39 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-tier 7.1 with webLogic 9.2 ** Not sure of your problem, but you may wish to look through the following white paper to see if it helps: 19-Sep-2007 (White Paper) Configuring BEA WebLogic Server 9.1 or 9.2 for BMC Remedy Mid Tier PDF http://www.bmc.com/supportu/documents/43/76/84376/84376.pdf http://www.bmc.com/supportu/documents/43/76/84376/84376.pdf -David J. Easter Sr. Product Manager, Service Management Business Unit BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Anthony K R Sent: Tuesday, March 18, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Mid-tier 7.1 with webLogic 9.2 ** Hello, ARS7.1 on Windows 2003. Just heard from our Server Admin that Mid-tier 7.1 is not working with WebLogic 9.2 with Java 5 (on Windows). Did you face this issue, if so, how did you make it work?. Regards, Anthony Rathnappa Sr. Software Developer Dell IT __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC Support
Problem with Indian accent/support? - That's just one concern; Most of our issues goes to L3 support, which I think the responsibility of the development team outside India. I do not think the core development is being done in Indian office, so right information may not be there!. Just nice English? - Big problem; Naïve misguiding instructions, repeated log file upload, long wait for months!! Looks like bmc itself wants to do the work which we are doing. Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Saturday, September 15, 2007 8:51 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Sounds like you and I are attempting to work with the same tech. I couldn't even get him to READ the original results file I sent him that showed that some permissions weren't being migrated. Instead, he asked me to delete my cached files - during the week I was doing migrations to other servers. Like I had an extra 2 hours per server to rebuild them. I almost look forward to issues with ITSM, because, despite the flaws in the product, the support experts are long-time Remedy support people like Steve Seitz and Jesse Richardson, who speak perfect English and are available during OUR working hours. They understand the product, the problem, and how to resolve it quickly, AND they respect the fact that I'm not a newbie who needs to have his time wasted being told how to log in - we can cut right to the chase. Pity that BMC doesn't seem to see the same value in that combination of skills that their customers do. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Veronica Soriano Sent: Friday, September 14, 2007 7:57 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** My experience recently with Support of Migrator is going in the same direction as Warrens. I've answered the same questions over and over again. I've been sent in directions to resolve the issue with solutions for a version of AR Server that is not installed and won't be installed. The issue is being handled in India and I only have access to the tech at around 7 and 9am. I called tech support asking to speak with someone else and they said the next available rep would call me back... I get a call from the tech support person that has been working my problem all along the next day. Again, he asked the same questions and then emailed for me to send the same information I have sent over and over. So in response that this 'wasn't true'... my experience proves it is. Veronica Soriano [EMAIL PROTECTED] Date: Fri, 14 Sep 2007 16:53:41 -0400 From: [EMAIL PROTECTED] Subject: Re: BMC Support To: arslist@ARSLIST.ORG ** I have been in touch with an individual (not Doug) at BMC/Remedy concerning this thread. He called me two or three months ago concerning issues I was seeing in general. I sent him an email about the statement that was in Warren's email. I immediately got a call. I think my finger had barely come of the mouse button. He said that it wasn't true. BMC/Remedy support is making changes to address many of these concerns. I forwarded Warren's email to him along with the slew that came in over the last few minutes. I also suggested that BMC/Remedy make some kind of statement concerning support, escalation processes, etc to help us understand our rights. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, September 14, 2007 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad for the
Re: EIE/Marimba connect error
Drew, I faced similar error but while connecting to SQL server from windows environment. I had to run the rulehelper.exe from command prompt to pass all the arguments for arserver, vendor and also with -t and restart the EIE service. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kelly Deaver Sent: Sunday, September 09, 2007 6:44 PM To: arslist@ARSLIST.ORG Subject: Re: EIE/Marimba connect error Drew, You have a wrong value in your Oracle settings somewhere. That is what error 550 means. Make sure, for Oracle, that everything is listed uppercase. If that doesn't do it, try connecting, from the AR Server, with the oracle client. This is what EIE is doing, if you can't connect directly with the values, neither can EIE. Once you have the values set where you think they should work, try running rulehelper to connect to the DB. This will give you clearer indication of your connect vs running through an exchange. Normally, the order is - Do it from the Oracle client. When you succeed there, usse those values to access via rulehelper. When you succeed with rulehelper, set the values you know to work as the values for your exchanges. - Kelly Deaver [EMAIL PROTECTED] Original Message Subject: EIE/Marimba connect error From: Drew Shuller [EMAIL PROTECTED] Date: Fri, September 07, 2007 3:05 pm To: arslist@ARSLIST.ORG We're having trouble getting our CMDB/Marimba integration to work. It seems that we're having problems reading the Marimba data. Hopefully somone on the ARS list has seen these errors (Oracle/solaris environment): We're seeing the following database connection errors: /apps/remedy/arsystem/eie/service/debug more Pull_Keys_ars_inv_videocard.dbg [Thu Sep 6 22:17:38 2007] - Oracle.Initialize: Verifying configuration parameters [Thu Sep 6 22:17:38 2007] - Scheduled Only mode [Thu Sep 6 22:17:38 2007] - CONNECT inventory [Thu Sep 6 22:17:38 2007] - *** ERROR *** ORA-12154: TNS:could not resolve the connect identifier specified [Thu Sep 6 22:17:38 2007] - VendorOpenConnection: unable to connect to database, rc = 550 [Thu Sep 6 22:17:38 2007] - Error: Adapter.OpenConnection completed with errors issued [Thu Sep 6 22:17:38 2007] - StartDataHandlers: Vendor Data Handler failed to start. [Thu Sep 6 22:18:38 2007] - CONNECT inventory [Thu Sep 6 22:18:38 2007] - *** ERROR *** ORA-12154: TNS:could not resolve the connect identifier specified [Thu Sep 6 22:18:38 2007] - VendorOpenConnection: unable to connect to database, rc = 550 [Thu Sep 6 22:18:38 2007] - Error: Adapter.OpenConnection completed with errors issued Drew Tulsa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Fields that are in Crystal report,are not visible when I run the report through AR User.
Do you have 'Remedy Permission' on those invisible fields? Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Riya_D Sent: Thursday, September 06, 2007 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: Fields that are in Crystal report,are not visible when I run the report through AR User. The ODBC Use Underscores check box is checked in AR User tool.Still the columns are not visible. remedy26 wrote: Preeti, One my clients is facing the same problem. Make sure you have checked Use ODBC Underscores in Tools-Options-Advanced tab. It may be the cause if its unchecked. In my case I can see the report perfectly on the server - user tool but on the clients - user tool some columns are missing. Any ideas what may be the cause??? Thanks in advance. Prashant On 9/6/07, Riya_D [EMAIL PROTECTED] wrote: Fields (of AR User form) that are in Crystal report,are not visible when I run the report through AR User. Field(column) are visible when I run the Crystal report directly.But when I run the same Report through AR User tool some columns are not visible. -- View this message in context: http://www.nabble.com/Fields-that-are-in-Crystal-report%2Care-not-visibl e-when-I-run-the-report-through-AR-User.-tf4389793.html#a12515886 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/Fields-that-are-in-Crystal-report%2Care-not-visibl e-when-I-run-the-report-through-AR-User.-tf4389793.html#a12516703 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BUW 2007 Track Sessions Announced
I was part of the team which implemented CSS at bmc. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, July 20, 2007 9:06 PM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced Mike, I'm pretty sure BMC uses CS as well. Shawn -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Friday, July 20, 2007 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced I'd personally like to see something (ANYTHING) about the Customer Support Application. Sometimes I feel like we're the only company in the world that uses CS. With all of the new v7 BMC apps that have come out in the last year or so (ITSM et al), I'm seriously wondering if CS is eventually going to be killed off. Does anyone know if BMC has any plans at all for CS? Mike Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: EIE Service crashing periodically with a Windows error...
We also have same issue and submitted ticket to bmc months back, they still working on this !!! Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Tuesday, July 10, 2007 8:19 PM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... We have similar issues on Solaris. We have been though multiple debug builds and as far as I know the problem is still happening, occasionally. Axton Grams On 7/10/07, Joe D'Souza [EMAIL PROTECTED] wrote: I have a test data exchange established on a database that resides on the same database server as the AR System server.. Everything seems to work well as far as the exchanges run but periodically, I get a windows error that kills the EIE service that this exchange is tied to. This windows error pops up in a typical windows fashion, with the dialog box that can send the information to Microsoft. This is what I see in the Windows Event Application log Faulting application eie.exe, version 768.0.4480.0, faulting module sqladpr.dll, version 4.0.0.920, fault address 0x32bc. Before this service failed it must have successfully executed the exchange at least 20 times. I have 5 instances of the EIE service enabled, 3 of these instances are being consumed by 3 different data exchanges.. The service seems to have failed for the first instance, while the remaining 4 continue to run. Anyone else have experienced similar errors? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: SLM 7 install w/ data collector fails on DB verification
I also faced same issue. Used item 4.EXPECTED RESULTS: and it worked. Please be aware that by default, SLM is installed into separate folder in windows (c:\Program files\BMC Software\AR System Applications\Machinename ). After facing any installation issue, you may have to delete this folder to start the installation wizard again. Otherwise get message saying that the application was already installed. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Wednesday, June 27, 2007 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: SLM 7 install w/ data collector fails on DB verification From an earlier post that migth help : And once you get a gui to install it, watch out for the following defect I have open about the installer: 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE) SLM 7.0, ARS 7.0, Solaris (but happens all platforms) 2. STEPS TO REPRODUCE: Try to install SLM application, the data collector piece It prompts you for information: Please provide the AR Server database information for BMC Service Level Management product For TNS Name, enter the connect stirng from you tnsnames.ora file, which you can tnsping For Database name, enter the database name of ARSystem Enter ARAdmin for your Database User and AR#Admin# for the password 3. ACTUAL RESULTS: Error: Database connection failed: ITSM7 ARSystem 1521 ARAdmin. Please try again. 4. EXPECTED RESULTS: The dialog labels are completely misleading, what we've had to do to make it work: TNS Name: machine name where oracle DB resides Database name: SID value from tnsnames.ora file 5. ADDITIONAL INFO: I am trying to install SLM 7.0 on a Solaris 9 server, and I have met all the prerequisites. The install starts out fine, but when it reaches the point where it tries to verify my ARAdmin login on my Oracle server, it gets an error saying it cannot connect (please see the attached screen shots file). I know the connection can be made, because I can both tnsping the connect string (ITSM7), and I can also actually login on the ARAdmin account using sqlplus (from Oracle). My shell environment has all the Oracle environment variables in it that describe the database, and has the LD_LIBRARY_PATH variable containing all the 32-bit Oracle binaries. What is the connection method this installer uses to attempt the database connection? How can I force it to properly find my database? I am running the SLM install as root on my AR server, but the database itself is on another host (referred to by the ITSM7 TNS name I mentioned before). And of course, the AR server itself is functioning just fine against that database. -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 -- Jarl On 6/26/07, Troy Sasso [EMAIL PROTECTED] wrote: Hello all, Hope you are all doing well. I'm looking to get past a slight road-bump with your assistance. I'm installing SLM 7 on a Win2003 server -- SQL 2000 -- AR 7, patch 2 -- SLM 7.0 The other modules are already installed and running; Incisdent, Problem, CHG. But, during the DB verification of the ARAdmin username and password, I'm seeing that the script is not recognizing the default ARAdmin username and AR#Admin# password. It's telling me that the DB connection has failed. But, I'm able to verify the AR#Admin# password through the DB and through the Admin tool. I've already set the JBOSS and JAVA environmental variables; BMC_SLM_JAVA_HOME JAVA_HOME Has anyone seen this and had to get past it? Thanks, Troy Sasso Sucker-punch spam with award-winning protection. Try the free Yahoo! Mail Beta. http://advision.webevents.yahoo.com/mailbeta/features_spam.html ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARERR 8922: AREA LDAP 5.1.2 (Plug-in server ) connection error with ARS 5.1.2 (Urgent)
Hi, Almost similar problem here on our Dev and SIT environments... ARS 5.01.02 patch# 1494 Linux 2.4.X.X Oracle 9i We planned to use AREA LDAP with SSL but getting error 8922. So we applied the latest patch 1494 to make it work. The systems were stable for few weeks. Last week Oracle DST patch was applied. After couple of days we were unable to connect to AR Server (getting ARERR 93). We had to bounce the AR servers and it was back. But after two days they again went down. After the AR server restart they are back and are stable since a week. We are not clear as whether the 'AR patch 1494' OR 'Oracle DST patch' was the cause for this instability. We really do not like this issue on Production system when we go for LDAP deployment. Please let us know your inputs. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Saturday, February 24, 2007 7:20 AM To: arslist@ARSLIST.ORG Subject: ARERR 8922: AREA LDAP 5.1.2 (Plug-in server ) connection error with ARS 5.1.2 (Urgent) Dear Listers, We ran into an error where arserver lost connection with the plug-in server over time (12 hours) caused by inconsistency message text not catalog error. What's strange is that we started using LDAP in mid-Dec '06 and arserver has been stable, even though we can see the 8922 errors in the User log from time to time. However our unix team applied DST patch on unix server on 2/18/07 and all of a sudden we're experiencing arserver down every 12 hours. Our workaround solution is to bounce our arserver (production) every 8 hours. Has anyone experienced the similar situation? Your input is greatly appreciated. ARS 5.1.2 patch 1267 O/S: hpux 11i DB: Sybase 12.5 Thanks in Advance, ~Mary 714-672-1614 ext - 51614 (Mon, Wed Thu) 714-257-5180 ext - 55180 (Tue Fri) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy performance affected by LDAP issues
Hi Scott, Here is the answers 1) Yes 2) Using AR Admin tool click File - Server Information - Timeouts (tab). The value in the field 'Need to Sync' determine this 3) In the value is '0' then there would be no repeated checks. Default is 300 sec. For more info, please read the config doc. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Kemme Sent: Friday, February 09, 2007 11:01 PM To: arslist@ARSLIST.ORG Subject: Remedy performance affected by LDAP issues All, My organization's LDAP servers have apparently reached their limit. when that limit is exceeded, Remedy users (and other LDAP using apps) see performance lags on saves, etc. it looks like Remedy is checking credentials against the LDAP again even though these users have already logged in successfully. so here are my questions: 1) Does Remedy call LDAP again after users are already logged in? 2) if so, how often and when (just on writes or reads and writes)? 3) is there a way to extend the time in between calls? thanks, scott ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
AREA LDAP with SSL
Hi, OS: Redhat Linux ARS: 5.01.02 with Patch 1389 We have configured AREA LDAP without SSL and it works fine. To enable SSL, we have to use our certificates. The Security team is unable to import these certificates into to Netscape's( v 4.79 )cert7.db and key3.db files. When they use CertUtil to view cert7.db, they see all the information but when our certificates are added, the tool always gives cert8.db but not cert7.db. I have explored the previous posts available in ARSList/RemedySupport about SSL, but don't know how to update certificate database. When I try to import certificates through Netscape Communicator, it does not work. If you know how to import certificates to cert7.db, please let me know. Regards, Anthony ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
LDAP: Authenticate users against multiple domain
Title: LDAP: Authenticate users against multiple domain ** Hi, ARS: 5.1.2 OS: Linux When I configure the AREA LDAP Config form with single 'Host Name' and single 'User Base', it worked fine. Need to authenticate users against multiple domain. Should I use some delimiter(like ; or space) in these two fields to add more values?. Is there any other known way do this? Regards, Anthony __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support PRAISE
** We too had issue with SLM 7.0 installation!! Regards, Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike GouldSent: Wednesday, October 18, 2006 7:07 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support PRAISE ** I'd just like to chime in and second Claire's sentiments.I had some issues with the SLM 7.0 installer hanging on our Solaris 9 server and Barbara went above and beyond reviewing the logs and walking me step-by-step through a successful installation! I'd also like toadd that the support provided by Tracy and Alfred, helping usthrough all the intricacies of getting ITSM 7.0 installed,has been amazing too! Michael Gould CAO Advanced Business Solutions U.S. House of Representatives On 10/17/06, Anthony K R [EMAIL PROTECTED] wrote: She resolved a issue in just couple of minutes...good support!!.Regards,Anthony-Original Message- From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick CookSent: Tuesday, July 18, 2006 12:54 AMTo: arslist@ARSLIST.ORGSubject: Re: OT - BMC-Remedy Tech Support PRAISEYup, I've worked with Barb before, and I look forward to the next time.She's one of the good ones!Rick-Original Message- From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, ClaireSent: Monday, July 17, 2006 12:02 PMTo: arslist@ARSLIST.ORGSubject: OT - BMC-Remedy Tech Support PRAISEAfter my 10 day ordeal with the initial service request, I wasinstructed to enter a NEW ticket for my application installationproblems.THANK GOODNESS I DID! I have had the best support I have had in a very long time!This waslike the support you used to get in the "good old days".Barbara wasfantastic.She reviewed my logs, answered questions and helped me determine where *I* went wrong in my installation process.So, now I have the following to play with:ARS 6.3 Patch 17HD 6.0CMDB 1.1 (yeah I know)Reconciliation EngineMid-Tier 6.3 Patch 17 AR Email EngineApproval ServerWindows 2003 EnterpriseOracle 10g with the 9 libs8 gig of RamMassive buckets of storage!I'm a very happy girl for a Monday!Claire SanfordInformation Systems Division Memorial Hermann Healthcare SystemPhone: 713 448 6035[EMAIL PROTECTED] ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT - BMC-Remedy Tech Support PRAISE
She resolved a issue in just couple of minutes...good support!!. Regards, Anthony -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 18, 2006 12:54 AM To: arslist@ARSLIST.ORG Subject: Re: OT - BMC-Remedy Tech Support PRAISE Yup, I've worked with Barb before, and I look forward to the next time. She's one of the good ones! Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Monday, July 17, 2006 12:02 PM To: arslist@ARSLIST.ORG Subject: OT - BMC-Remedy Tech Support PRAISE After my 10 day ordeal with the initial service request, I was instructed to enter a NEW ticket for my application installation problems. THANK GOODNESS I DID! I have had the best support I have had in a very long time! This was like the support you used to get in the good old days. Barbara was fantastic. She reviewed my logs, answered questions and helped me determine where *I* went wrong in my installation process. So, now I have the following to play with: ARS 6.3 Patch 17 HD 6.0 CMDB 1.1 (yeah I know) Reconciliation Engine Mid-Tier 6.3 Patch 17 AR Email Engine Approval Server Windows 2003 Enterprise Oracle 10g with the 9 libs 8 gig of Ram Massive buckets of storage! I'm a very happy girl for a Monday! Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
AUDIT user records
Title: AUDIT user records ** Hi, ARS 5.1 on Linux Need to check whether any EXISTING user has their Login Name and Password same in User form. Any ideas as how to check this? Regards, Anthony __20060125___This posting was submitted with HTML in it___
Re: TimeZone / Date-Time fields
** Hello, SLA 6.0 HPD 6.0 Each support group have their own business tag with offset set. Configurationdone to use 'Assignee Hours'. SLAs are getting attachedand the 'Due Date'showscorrect date but time part alwaysset toxx:30 OR xx:00 hours ...why?. Other Date/Time fields displayed correctly as per the client's timezone. Anybody hasexperienced this behavior? What additional config should I do? Thank you, -Anthony From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason McDonaldSent: Thursday, May 11, 2006 10:12 PMTo: arslist@ARSLIST.ORGSubject: Re: TimeZone / Date-Time fields ** Yeah, the problem I think is that even on the client OS (Windows Server 2003) the timezone of user's choice is not available. I will try installing the 1418 patch and will let you know. Another thing I found out is that we can force the TimeZone by editing the ar.ini file as follows: [Desktop] TZ=XXX[+|]hh[:mm[:ss]] where XXX = 3 letter timezone (like PST) and hh/mm/ss = displacement Anyone tried this? Jason On 5/9/06, Thomas Bean [EMAIL PROTECTED] wrote: ** Hi Jason, First off, date/time fields do NOT show the server time by default. Date/time values are displayed in the format of the client OS, unless otherwise specified in the locale settings in the user preferences/options. However, any messages or e-mail notifications generated by filters/escalations will display date/time fields according to the server date/time properties, since filter/escalation workflow is executed on the server. Also, the time zones listed in the locale tab in the user prefs do NOT read from the OS (they are hard-coded in the client), but the Windows client will read the time zone from the OS if the locale setting is left blank. This is the default setting, and is usually preferable to setting a custom time zone in the locale tab, since it does not automatically adjust for daylight saving changes. On my Win XP SP2 machine, I have all of the following (GMT±XX:30) time zones listed as options in the Date/Time properties: (GMT-03:30) Newfoundland(GMT+03:30) Tehran(GMT+04:30) Kabul(GMT+05:30) Chennai, Kolkata, Mumbai, New Delhi(GMT+06:30) Rangoon(GMT+09:30) Adelaide(GMT+09:30) Darwin (No Daylight Saving) Is the user located in one of these time zones? As long as the user has the time zone set correctly in Windows to one of the time zones listed above, and has the locale time zone setting left blank in the Remedy client, then date/time values should be displayed properly according to his local time. HTH, Thomas - Original Message - From: Jason McDonald Newsgroups: gmane.comp.crm.arsystem.general Sent: Monday, May 08, 2006 06:10 Subject: Re: TimeZone / Date-Time fields ** Hey List, Any pointers? Jason On 5/7/06, Jason McDonald [EMAIL PROTECTED] wrote: Dear Listers, The Server is in a different physical location and the client is in another physical location. I guess the date/time fields show the server time by default. The time shown in the date/time field is that of GMT and he wants it to show according to his local time. I have tried asking the user to set the TimeZone (and locale) in his aruser client but he says he can't see his timezone (GMT + XX30 hrs) in the Locale tab. He can see all (GMT + xx00 hrs) but not (GMT + xx30) hrs. (where xx = 01, 02) Any idea whether the TimeZones listed in the locale tab is picked from the OS? Any idea why he is not able to see GMT + XX30 TimeZones? Client is on a windows server 2003 OS. ARS is on HPUX 11.11 ARS 5.1.2 (1350) Oracle 9i Thanks Jason __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
