Re: Need help with .NET API

[Brent Goodman]

The client will need to uninstall/delete the API files. You can't block users 
from using the API. 

Other alternative is to disable the login ID they are using.



Sent from my iPhone

> On Mar 19, 2017, at 10:43 AM, Kaur  wrote:
> 
> Hello All,
> 
> One of our client is using remedy API -  ARAPI_NET to pull data from remedy.
> ARAPI764.NET.zip was downloaded and installed by the client themselves on 
> their systems.
> 
> I'm looking for a way to turn off this process/API. 
> Please help.
> 
> Thanks!
> Kaur
> 
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AIE to trigger workflow...

[Brent Goodman]

I have 14 AIE jobs that trigger off each other. I was wanting a way to trigger 
workflow when the last job completes.

The workflow would be used to tell us when everything has been completed 
(possible email/page for example).

Does anyone have any suggestions on how to go about doing this with only AIE. 
(We are using AIE 7.6.04 SP2 - and AI/Spoon or another product is not an option)

Was thinking it might be possible to have a dummy job to pill in a file and 
drop into an ARS table and workflow watch that table for records or something.

Thanks in advance,
Brent...
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Re: error handler and stop transaction

[Brent Goodman]

Throw everything into a guide. When your error handler triggers, do your data 
push and then jump to the label at the end of the guide and exit, bypassing all 
the rest of the workflow in the guide. I use this setup all the time.

I have seen BMC code that also uses the go to execution order 1000, which will 
bypass workflow as well. I haven't used this method though.

Guides are very useful in directing the workflow route.




Sent from my iPhone

> On Jan 5, 2016, at 1:45 AM, Misi Mladoniczky  wrote:
> 
> Hi,
> 
> So you want to log the error event in a form, and then continue to throw the
> actual error?
> 
> After your error handler has caught the error, you can do a new Message Action
> with the ERROR, ERRMSG and ERRAPPENDMSG keywords to get it to the end user.
> 
> The problem is getting the Push to commit to the database so that it does not
> roll back with the rest of the transaction.
> 
>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.
> 
>> Dear All,
>> 
>> If I build an error handler which performs the set/push field to capture
>> the data, but don't throw an error, the error is considered as 'handled
>> successfully' and Remedy continues further operations.
>> 
>> Is there a way to stop further operations when we record error using error
>> handler? I am facing a problem when I have written error handler to store
>> custom error message and wanted to respond to third party but there are
>> other operations performing so I am not able to achieve my result.
>> 
>> Or is there any way we can store Faultstring message before responding to
>> third party and sending custom message to third party consuming remedy wsdl?
>> Thanks!!
>> 
>> Regards,
>> Sandy
>> 
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Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server - FIXED

[Brent Goodman]

All I can say is 'Long live the UserTool'... 

May not do all the fancy mid-tier stuff, but is rock solid, reliable, and 
extremely fast. 

Sent from my iPhone

> On Dec 19, 2015, at 12:55 AM, Misi Mladoniczky  wrote:
> 
> Hi,
> 
> I think it is great news.
> 
> Note that they fixed the AR Server rather than the User Tool.
> 
> This was clearly a bug on the server side, as the server did not comply to the
> way the older API worked. The client sends it's API-version along with the
> call to the server, and the server is supposed to talk back to the client with
> that same version of the API.
> 
> I see very few who use ARUser.exe as main access to the AR Server nowadays,
> but to look at and add/change core/foundation data it is very useful.
> 
>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.
> 
>> I was thinking the same thing. This is a dangerous precedent. Just as
>> people are finally accepting WUT is dead it gets some new life (not that I
>> am going to complain).
>> 
>> Although thinking about it a little more... there are a number of tools
>> that BMC doesn't officially support but do maintain. Looks like WUT might
>> fall into this class now?
>> 
>>> On Fri, Dec 18, 2015, 12:48 AM Thomas Miskiewicz  wrote:
>>> 
>>> **
>>> Thanks for the update Mark. I thought the User Tool is dead.
>>> 
>>> On 18 Dec 2015, at 09:45, Walters, Mark >> > wrote:
>>> 
>>> **
>>> 
>>> *UPDATE – this was fixed in the 9.0 SP1 server – the User Tool can use
>>> overlaid forms again.*
>>> 
>>> Knowledge Base article KA427109
>>> 
>>> 
>>> Some changes in the server in version 9.0 mean that the User Tool is
>>> unable to work with overlaid forms.  Searches, creates and modifies result
>>> in a 303 Form does not exist on server error as the client references the
>>> form name with the __o extension which the server does not recognise.
>>> 
>>> Mark
>>> 
>>> *Knowledge Article ID:*
>>> 
>>> KA427109
>>> *Version:*
>>> 
>>> 0.1
>>> *Available To:*
>>> 
>>> External
>>> *Status:*
>>> 
>>> Unpublished
>>> *Updated:*
>>> 
>>> 06/15/2015
>>> 
>>> 
>>> 
>>> *Problem*
>>> 
>>> The Remedy User Tool client is unable to create records or perform
>>> searches when using overlaid forms from an ARS 9.0 server.  The form can be
>>> opened but any other operations result in an ARERR 303 Form does not exist
>>> on server error.
>>> 
>>> *Solution*
>>> 
>>> This is due to changes in the way overlays are stored in the 9.0
>>> metadata. The __o extension is no longer used but the .arf form definition
>>> which is exported by the server, and used by the User Tool, still includes
>>> it.  The client tries to use the form name from the .arf file when sending
>>> API calls to the server but the server does not recognise the name and
>>> returns the 303 error.
>>> 
>>> A defect has been created to track this (SW00490959) but, as the User Tool
>>> is no longer supported, it is not clear whether this will be addressed.
>>> 
>>> 
>>> --
>>> *Mark Walters*
>>> Lead Technical Support Analyst
>>> *Direct*
>>> 
>>> +44 (0)118 921 8379
>>> 
>>> 
>>> 
>>> E2
>>> Eskdale Road
>>> Winnersh, RG41 5TS
>>> UK
>>>  
>>> 
>>> 
>>> 
>>> BMC Software Limited Registered Office: Building E2, Eskdale Road,
>>> Winnersh, Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in
>>> England No. 1927903 The content of this email is confidential. If you are
>>> not the addressee, you may not distribute, copy or disclose any part of it.
>>> If you receive this message in error, please delete this from your system
>>> and notify the sender immediately. _ARSlist: "Where the Answers Are" and
>>> have been for 20 years_
>>> 
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> 
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Re: Serious flaw in BMC Remedy Licensing

[Brent Goodman]

This issue has been around as far back as 5.x, and maybe even farther. 

Users are given a read license right off the bat. As soon as you issue a 
query/write command against a table/form, you now have a write license.

The overview consoles are the biggest hit because they are querying all over 
the place. With this being the usual landing page for users, well, there goes 
your write license usage.

In my custom monitoring tool, I can see users logging in and within 7 to 45 
seconds, a write license issued. 

There was talk that they would finally address this in v8.x.

Sent from my iPhone

> On Oct 30, 2015, at 10:50 AM, Ryan Nicosia  wrote:
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
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Re: Suppress Confirmation Popup

[Brent Goodman]

If you look at the OOB workflow around Process 2, it's checking the change flag 
status and determines if the save dialog is required or not.

You need to execute a run process and reset the change flag, which basically 
tells the system that no field values have changed.

In a couple of my cases, I had some additional fields being adjusted on 
display, and was able to use a different approach. For those fields I was 
modifying, I changed the field properties so that the change flag was disabled 
for them. When moving record to record, the issue of the save dialog box went 
away.



Sent from my iPhone

 On Jul 22, 2014, at 7:53 PM, Ray Gellenbeck raygellenb...@yahoo.com wrote:
 
 Environment:  AR Server v 8.1
 
 Situation:  Using a Regular Form in Search Mode in a web browser
 
 Actions:
 
 Action 1. Search is executed on the form (either the Search button is pressed 
 or the Run Process PERFORM-ACTION-APPLY
 
 Result 1. Form changes to Modify view as the contents of the top record in 
 the results list are displayed
 
 
 
 Action 2. A different row in the Results table is selected
 
 Result 2. A popup windows asks (title)Confirm Save Request  Do You Want to 
 Save the Current Request?  Yes No Cancel
 
 
 
 Desired Modification:
 Suppress Result 2 above so that no popup window comes up when selecting a 
 different row
 
 
 I don't see a command for doing so.  Does anyone know one?
 Alternately, is there a global/server setting that will suppress this (much 
 less desired).
 
 Thanks in advance.
 
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Re: API : Override ARERR [9084] User is currently connected from another machine

[Brent Goodman]

To check if a user is already connected, you just need to pole the user list if 
connected sessions. The server maintains this in memory and you can use an API 
call to retrieve the list and compare.

From all the questions an answers, were still only getting part of the picture, 
but I think your trying to get away with multiple users using a limited number 
of accounts, hence the need for override.

I have a number of .net apps that are used by multiple of people and have never 
needed to worry about collisions from another computer. 

Some of my apps have built in times that will actually log themselves out when 
not used after a period of time.

If your an admin, one could also have a control table in remedy so when your 
app logs in, it records itself and the user.

This way you can always know who's logged in and which app version and name it 
is. In my table I have set it up so I can block certain versions from logging 
in.


Sent from my iPhone

 On Dec 21, 2013, at 7:12 AM, LJ LongWing lj.longw...@gmail.com wrote:
 
 **
 I'm not sure, but you may find that you need to burn two licenses, one for 
 their desktop and one for their mobile.
 
 On Dec 21, 2013 8:09 AM, Sweety sweetykhann...@gmail.com wrote:
 If yes then below are my questions;
 
 1) How can I check if a user is already connected from another machine
 2) After that how can I override the user - I think, I got the answer for 
 this from Misi
 
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Re: Deleting Bulk Inventory CIs

[Brent Goodman]

You should be able to just delete these records out of the Bulk Inventory class 
itself. Workflow behind the scenes cleans the rest of the house so to say.

When using the manage bulk inventory console, when the items reach zero, OOB 
workflow is in place that should automatically remove the bulk inventory record.


Sent from my iPhone

 On Nov 21, 2013, at 6:40 AM, Yolanda Collier yolanda.coll...@usdoj.gov 
 wrote:
 
 How do I delete Bulk Inventory CI's?  Our Asset Manager didn't really know 
 what he was doing, and we need to start from scratch for Bulk Inventory 
 items.  Problem is, when I try to delete a bulk inventory CI, it says it's 
 related to a location, so can't be deleted.  I can't seem to unrelate it to a 
 location, so I Reserve/Use all the inventory, but the CI still seems to be 
 related to the location, even though the quantity is down to zero.  So, I 
 thought I would delete the locations and just recreate them, however, it 
 tells me in order to delete the locations, I'll have to relocate all the 
 inventory to another location.  I'm confused now, because a) relocation what 
 inventory?  I brought the quantity down to zero for each, and b) even if I 
 did relocate them to another location in order to delete the current 
 location, then the bulk inventory still exists.  Bottom line, I want all the 
 bulk inventory gone so the Asset Manager can start from scratch.
 
 Thanks in advance
 
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Re: getting error while saving the active link in developer studio.

[Brent Goodman]

I get this type of error all the time when duplicating OOB workflow for custom 
work we are building. 

Just go I to the permissions and hit the double arrow to remove all permissions 
and then manually add them back.

There are permissions that you can't see, but the remove all seems to get rid 
of them.

Once doing that, everything saves with out error.

I think it has so etching to do with deployable applications or something.

Sent from my iPhone

 On Nov 16, 2013, at 6:34 AM, LJ LongWing lj.longw...@gmail.com wrote:
 
 **
 The warning should be gone, as it indicates, it should have removed the 
 problem permission on modification, you should only see it again on other 
 objects with the same problem.
 
 On Nov 15, 2013 11:21 PM, Remedy consultant raccons...@gmail.com wrote:
 **
 Hello ,
 
 Thank you for your reply. 
 
 Now, the question, if you close and re-open the Active Link in question, are 
 the changes you specified still in it?
 
 Answer : Yes when i reopen same AL ,my changes stil present in it. Could you 
 please let me know how to get rid of this warning?
 
 Regards,
 
 Amit B.
 
 
 On Sat, Nov 16, 2013 at 1:23 AM, LJ LongWing lj.longw...@gmail.com wrote:
 **
 Amit,
 That error comes when an Active Link belongs to a deployable application, 
 and that application had a role, and that role was given 
 permissionsthen at some later time, that role was removed from the 
 application, but the permission was never stripped from the ALso the 
 next time the AL is opened and saved, it checks to verify the permissions, 
 finds that they are 'invalid', and is supposed to strip the permission from 
 the ALI believe it's a warning, not an error, with the distinction that 
 an error would stop the saving, where a warning allows the save
 
 Now, the question, if you close and re-open the Active Link in question, 
 are the changes you specified still in it?
 
 
 On Fri, Nov 15, 2013 at 12:28 PM, Remedy consultant raccons...@gmail.com 
 wrote:
 **
 Hello All,
 
 I am facing an issue while trying to save active link. I am opening an 
 existing active link and adding one more push field in existing Push field 
 action. Then when i try to save that active link , i am getting following 
 pop up :
 
 Group having ID :-20,000 does not exist on the server. This group has
 been removed from the permission list.,  5309
 
 when i press Okbutton present on popup, same active link gets saved. But 
 data never get pushed into newly added field .
 
 Could you please help me to sort out this issue? 
 
 I am using ITSM 7.6.00 Patch 1 and ARS version is 7.5 Patch 8.
 
 Kindly waiting for the reply. 
 
 Regards,
 
 Amit B.
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User Interface Standards for Field Labels

[Brent Goodman]

On the Incident Management module, the field called 'Service*+' is in bold. 
Based off of BMCs user interface standards for field labels, this field is a 
required field when submitting a ticket.

Out of the box, and in all our customer installations, this field is not 
required. This seems to contradict BMCs standards, and off their core product. 
Does anyone know the reason why this field is flagged as bold and not just a 
standard looking field like the others.

One of my large customers has singled out this field and is looking for 
clarification and asking to have it changed.

I know that you can go into the configuration and set the Require Service CI 
Related On Submit, which then makes the field required.

If this value is set to No then OOB workflow should be adjusting the look of 
the field in order to maintain the interface standards defined.

Does anyone have any idea why the user interface standards are not always 
followed by OOB items.

Thanks,
Brent...

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Re: Is it just me or is BMC Developer Studio full of bugs?

[Brent Goodman]

Increase the memory heap being used reduces the frequency. I am using 7.6.04 
patch 4 and this solved the problem for the most part, but does still occur 
when dev studio has been running for a few days and opening/closing object 
lists.

Your guaranteed to get this same error shortly after doing a log out and then 
back into a different server session.

Seems to be memory management issue going on. 

Making it a habit of only loading one server per instance, and always using its 
dedicated workspace for us has eliminated corrupt workspaces, and the null 
pointer errors.


Sent from my iPhone

On 2013-07-20, at 9:21 AM, Angus Comber arsl...@iteloffice.com wrote:

 **
 I am running Developer Studio v7.6.04 SP3 and frequently have to restart 
 studio because I get:
  
 Problem Occurred
  
 Save Failed
  
 javqa.lang.NullPointerException
  
 I can't seem to work out a pattern.  It happens a lot on creating run process 
 active links.
  
 Is there a patch to fix this or is it just part of  life as a Remedy 
 developer?
  
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Re: Timezone Conversion

[Brent Goodman]

Once you save a timestamp in a text field, it will never change because its now 
considered just text.

The only way to get that value to change, to reflect the current time zone, is 
by storing it in a Date/Time field on the form. Then the Remedy system knows 
how to adjust.

We have the same issues with email notifications. Once the date/time is put 
into the body of the email, it won't change to reflect the users zone. The 
solution in this case was to drop PST or EST after any time entries.

For one of our clients, this is the first line of text in every email that goes 
out:

Note: All Dates and Times (if applicable) are in Pacific Time



Sent from my iPhone

On 2013-06-23, at 11:23 PM, syed Ziyan syedziya...@gmail.com wrote:

 **
 Hi All,
  
 We have an external system where Remedy receives Updateds and create record 
 in WorkLog  of a form in Text format. In this text format a datetime 
 information is stored as UTC Zero offset 2013-06-24T10:10:10 format.
 Now whenever User opens it, view the value instead of local time.
  
 Can you have any idea how to convert it to epoch timestamp or can it be 
 changed to local timezone of user.
  
 Appreciate your help.
  
 Thanks
 Ziayn
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Re: Workflow to change Incident 7.6.04 Assigned Group and Assignee

[Brent Goodman]

Have you turned on logging for active links, SQL, and DB calls, and then run 
through the steps manually?

The logging window in midtier pulls back a lot of good information, as does the 
user tool.

This is how we figured out what the OOB workflow does in the background. It can 
get messy.


Sent from my iPhone

On 2013-01-31, at 11:36 AM, Ray Palla ray.pa...@insona.com wrote:

 **
 Hello All;
  
 In the ITSM 7.6.04 Incident form there is a lot of workflow around menu 
 selections for the Assigned Group and Assignee.
  
 I’m attempting to have custom workflow modify those fields with updated 
 assignment information.
  
 Does anyone know of a reference document that tells us which z1D (Tmp) fields 
 are required to be populated also.  I keep getting the message to use the 
 menus… But this workflow needs to be lights-out.
  
 Thanks;
 r
  
 Ray Palla
 Sr. IT/Remedy Consultant
 image001.jpg
 image002.jpg
 Mobile: 512-917-1739
 Time Zone: Central
 Email: ray.pa...@insona.com
 image003.gif Professional Profile
 INSONA Corporation
 1201 Berry Lane
 Georgetown, TX
 78626-3832 USA
 Infrastructure Solutions - Network Applications
  
  
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Re: OT: Mid Tier cache issue with in-line forms.

[Brent Goodman]

We had the exact same issue in our environment. Flushed the cache on both 
mid-tier servers, flushed browser, but still old details.

Brought mid-tier down, deleted the cache folder contents, and started 
everything back up. Same issue.

The quick solution that worked for us was to just uninstall and re-deploy. 
Takes us only a few minutes to get everything re-deployed. Haven't had any 
further problems.

No idea where the cached files were sitting. The redeploy would have 
invalidated any of the browser stuff, so that took care of the entire user base 
in one shot.


Sent from my iPhone

On 2013-01-29, at 12:49 PM, Jason Miller jason.mil...@gmail.com wrote:

 **
 This is nutty.  I restarted ARS, Tomcat, killed the cache in ..\BMC 
 Software\ARSystem\midtier\cache (assuming that is the correct location) on 
 the tomcat server, cleared the browser cache and closed the browser complete. 
  Started everything fresh and still get the old AL behavior in the in-line 
 Work Order.
 
 I guess next thing is to remove the AR Server from the MT config so it will 
 completely dump the server?  And submit this to BMC of course :)
 
 Anybody have any other ideas?
 
 Jason
 
 
 On Tue, Jan 29, 2013 at 12:39 PM, Jason Miller jason.mil...@gmail.com wrote:
 I changed the subject from [EXTERNAL] Garbled User tool screens since I am 
 going off on a tangent.
 
 I finally got the new version of the def kind of.
 
 Background... I am modifying a custom AL on WOI:WorkOrder.  I opened the 
 Work Order form directly in another tab (IE 8) to get the new definition.  
 The kind of part is logged in with the same user in the same browser 
 instance but another tab I open the WO form via the SHR:LandingConsole and 
 the AL still has the old behavior.  To rule out tabs I open the 
 SHR:LandingPage in the tab that worked and the old behavior comes back.
 
 I have notice caching issues with in-line forms before but was hoping the 
 cache tools would do the trick.  In the past (7.6.04) flushing the cache, 
 clearing my browser cache and opening the form directly in another tab makes 
 the in-line version behave correctly.  Not so much today (first I have 
 really tried with 8.0).
 
 Jason
 
 
 On Tue, Jan 29, 2013 at 12:10 PM, Jason Miller jason.mil...@gmail.com 
 wrote:
 Hi Rick,
 
 Where are the files you are deleting on the MT server?  I am clearing 
 ..\BMC Software\ARSystem\midtier\cache but the MT is still not serving up 
 the most recent version of an AL I modified.
 
 I have flushed the cache, cleared the browser cache and stopped TC to 
 delete the cache files.
 
 ARS/MT 8.0
 
 Jason
 
 
 On Tue, Jan 22, 2013 at 9:37 PM, Rick Westbrock rwestbr...@qmxs.com wrote:
 We have seen a similar problem in the mid-tier, instead of flushing the 
 cache we now stop Tomcat to delete the cache files manually then restart 
 Tomcat. Rebuilding all the cache files from start seems to resolve the 
 issues (which were users having problems with fields and workflow after an 
 MT cache flush).
 
 -Rick
 
 ___
 Rick Westbrock
 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
 Sent: Tuesday, January 22, 2013 7:57 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: [EXTERNAL] Garbled User tool screens
 
 Mary:
 
 Not specifically, but we have seen various random weird behaviors with 
 forms accessed via the User Tool, usually after we've made updates to the 
 form.  Rather than changing the home directory as you were advised, we 
 found that if we just have the user clear out all folders in their home 
 directory except for the arcmds folder and leave the individual files 
 alone (because most of those pertain to login credentials and/or the 
 ability to dump reports to Excel), it would quite often clear up the 
 weirdness they were experiencing.  And to have your users do that like 
 Fred suggests after each update to the form, why, that's downright 
 proactive!  ;]
 
 They first time they access forms after logging back it, it'll be a little 
 slow as the forms recache, but better that than a form that doesn't work 
 right.
 
 Good luck!
 
 Natalie Stroud
 SAIC @ Sandia National Laboratories
 ARS-ITSM Tester
 Albuquerque, NM USA
 nkst...@sandia.gov
 ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Mary Dollus
 Sent: Tuesday, January 22, 2013 7:29 AM
 To: arslist@ARSLIST.ORG
 Subject: [EXTERNAL] Garbled User tool screens
 
 Morning!
 
 When we flush our midtier servers after we have updated forms/workflow on 
 our servers, from time to time users will experience what they see as a 
 garbled screen when they open a form using the User tool.  What they are 
 actually seeing is a different view than is identified in the Application. 
 For instance if we have 2 views on a form, Support and Admin, we define 
 Support in 

Re: AST:AssetPeople

[Brent Goodman]

How long has this environment been running. has any new workflow been recently 
added.

You could create a new instance of the database from your last restore. This 
would give you access to the original data.




Sent from my iPhone

On 2013-01-28, at 7:16 AM, Koyb P. Liabt tekkyto...@aol.com wrote:

 **
 I would have to try to find this spreadsheet in the organization.
 I need to understand what caused the entire table to be wiped out.
 How could this happen - outside of someone manually deleting this? The 
 reconciliation job would not have done this correct?
 If this info was once in the system, would I be able to build this through 
 workflow by merging data from other tables?
 We would need the instance id - reconciliation id, person info, ci, etc..
  
  
 **
 What do you have to be able to rebuild this such as a spreadsheet with the 
 Computer name and the User Login?
  
  
 -Original Message-
 From: Koyb P. Liabt tekkyto...@aol.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Mon, Jan 28, 2013 10:02 am
 Subject: AST:AssetPeople
 
 **
 Hi,
  
 This is a problem for us.
 What could have wiped out the AST:AssetPeople records? (outside of some 
 manually going into the table and wiping it).
 The records were there before.  We need this info for the used by 
 relationship.  We cannot associate the CIs with the people without this data 
 in AST:AssetPeople. 
  
  
 **
 Hi,
  
 Entries from AST:AssetPeople are missing.
 Do we have to reload spreadsheets?
 Or is there a way through workflow to get this data populated?
 Is there a way to automatically load this?
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Using CMDBDriver utility to Export Atrium Data

[Brent Goodman]

The proper steps to use the Driver and CMDBDriver are:

1) init
2) log
3) ssp

Using the init command initializes/preps the session, destroying any log or 
ssp command you initiated.

The ssp command sets the ports if your using them.

Sent from my iPhone

On 2013-01-21, at 4:56 AM, Hullule, Kiran kiran_hull...@bmc.com wrote:

 **
 2 possibilities:
  
 1)  You have not mentioned ARS port number that you are connecting to by 
 issueing   :   ssp 
 2)  You have not ran:  init  call before you execute your export
  
 Steps:
  
 1)  log
 2)  ssp if ars has any specific TCD port)
 3)  init
  
  
  
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jared L. Dean
 Sent: Monday, January 21, 2013 6:21 PM
 To: arslist@ARSLIST.ORG
 Subject: Using CMDBDriver utility to Export Atrium Data
  
 **
 Hello Listers,
  
 As the subject states, I’m getting an error when trying to export instance 
 data. I have tried this on two different installations and received the same 
 error.
  
 CMDBXExportData results
 ReturnCode: Fatal
 Status List: 1 items
 Status Struct:
 Message type: ERROR
 Message number: 161
 Message The session identifier in the control record is invalid
  
 Any help to resolve would be greatly appreciated.
  
 Regards,
 Jared L. Dean
 ITC Process Lead, Accenture Federal CSG 
 Accenture Defense  Public Safety: From Insights to Outcomes  
 Office: 571 258-6808
 Mobile: 540 671-1556
  
 image001.png
  
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Re: AR System Historical License Usage and App-licenses?

[Brent Goodman]

Note that application licenses are not tracked yet in 7.6.04, only the AR 
Server licenses will show up.

If monitoring, you will see each application license that the user has attached 
show up, but the time stamp will be the same as the AR licenses.

BMC stated that the ground work is in place for tracking the application 
licenses, but the full implementation won't be available till the next release 
(possibly).




Sent from my iPhone, so typo's or funky words can and do happen!

On Apr 19, 2012, at 6:56 AM, Goodall, Andrew C ago...@jcp.com wrote:

 We have found it to be unreliable as well, very buggy (especially for a 
 server group)
 Reported those issues, but no resolution - gave up. Not worth my time or 
 effort with BMC support.
 
 Regards,
 
 Andrew Goodall
 Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Thursday, April 19, 2012 1:18 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: AR System Historical License Usage and App-licenses?
 
 Hi Strauss,
 
 That aligns more or less with my own findings.
 
 I don't know why the application licenses are missing from the Historical
 form though, and that seems like a bug. I am unable to report it, as we do
 not have support on ITSM for our company (RRR is still on green
 licensing...).
 
 I think that something related to license logging happened in SP2, but I
 don't know exactly what.
 
 There are some text on multiple records for a single record in the Current
 statistics form, but that should only be valid in a multi-server
 environment I think...
 
Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
 
 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.
 
 Here are my observations, in case they are useful to you.
 
 There are 24,288 records in my test server - a clone of production from
 last November - and over 50,000 on production today (queries limited to
 50,000 and unqualified queries not allowed); searching on 'Application
 Name' = AR Server.  As you stated, those are the only types of records
 present.
 
 We turned License Tracking on for Write Licenses after upgrading to
 7.6.04.01 last summer, before it went into production.  It is disabled on
 the test server, so the records came from cloning production.
 
 On my test server, the AR System Current License Usage form is empty -
 License Tracking was disabled.  On production I am unable to do an
 unqualified search, but I found a two

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Re: 7.6.04 - Configuring custom Ticket prefixes for Incidents for diff companies?

[Brent Goodman]

Making this change on the requestID field value probably isn't the best route 
to use, or at least the format.

The field is limited to 15 characters and your customization is using up 8. 
This leaves only 7 numbers available for ticket number which results in a max 
of 10,000,000 tickets less 1 in your system.

Sure the prefix changes, but the counter portion doesn't.

Once you hit ticket ten million, your workflow overwrites the 1 and you now 
ether have a duplicate ticket number or you were saved by the prefix for a 
different company. At this stage the number of errors start.

We use the instancID field to break things up by company and ticket type. The 
field is 38 characters and most values are only 30 characters in length.


Brent...


Sent from my iPhone, so typo's or funky words can and do happen!

On Jan 30, 2012, at 6:28 AM, Chuck cpg...@gmail.com wrote:

 You'll have to do it with code.
 Look at the following Filter:
 You will have to find the Filters and Activelinks that fetch the
 Incident Number and then
 create new code to change it when the number is retrieved.
 On Jan 27, 11:18 am, Antonio Remedy antonio.rem...@gmail.com wrote:
 ARS Listers,
 
 Good afternoon.  We're looking through the documentation and wanted to know
 if there is a way to create custom prefixes for Incident tickets via
 configuration.  We're not sure if we can make this change via configuration
 or if this custom prefix must be created via code.
 
 Our 7.6.04 environment is a multi-tenant environment and we'd like to
 separate out each Incident by adding a company's abbreviation in the INC
 number prefix.  Here's a sample of what we're looking to do:
 
 COMPANY ABBREVIATION  SAMPLE CUSTOM INCIDENT PREFIX
 - ABCINC_ABC_001
 - DEFINC_DEF_005
 - XYZ INC_XYZ_007
 
 Again, just wondering if this can be done via configuration and not via
 creating customized workflow.
 
 The idea/question popped up as the sample Incidents in 7.6.04 for Calbo
 have the following Incident prefix:
 
 INC_CAL_000123
 
 Thanks in advance,
 
 ~Antonio
 
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Workflow with dynamic fields to create Asset...

[Brent goodman]

Hi Everyone,

I have run into a problem which I am sure there is a simple solution that I 
am missing.

I have a form that contains only four fields. It has Field Name, Field 
Value, SchemaName, and InstanceID. The form basically holds a listing 
of fields that will make up an asset record.

With the InstanceID field, this allows me to load multiple assets into the 
one form. The field names in the form are not always the same from asset to 
asset. And because there can be multiple types of assets, this makes it a 
lot harder to hardcode every field into one form.

My problem is how do I take a group of these records and push them out to 
create a single asset.

With workflow, setting the value part is easy, however, how would I specify 
the field name I am want to use. I can only select from the list menu of 
the fields off the asset form, but I need to be able to plug a variable in 
its place.

Anyone have any ideas on how I could accomplish this?

Any ideas would be greatly appreciated.

I put two screen shots up for reference at:

http://rowshay.com/screen_shot_1.jpg
http://rowshay.com/screen_shot_2.jpg

Brent...

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