Re: Issue creating a Web Service
Hi Fred Joe, I did not select the View WDSL button. Should I have done so? After reading your email I did put the correct URL in a browser and it displayed just fine. Weird Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, July 25, 2012 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Issue creating a Web Service The URL on the WSDL tab is only used to show the WSDL when you hit the View WSDL button. It has nothing to do with the actual abilities of the service (as that is all dynamic from the Mid-Tier server as the request to pull it is made). If you really want to save it without the midtier_server did you hit the View WSDL button? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, July 25, 2012 8:46 AM To: arslist@ARSLIST.ORG Subject: Issue creating a Web Service ** Hi All, Created a Web Service and this was going just fine until I attempted to save it. I used the following WDSL handler URL http://192.168.23.10/arsys/WSDL/public/server alias/QuickTicket Got an error - Failed to initiate JRE and internal Java module (7017). and the URL that got saved is http://midtier_server/arsys/WSDL/full server name/QuickTicket Then I moved to another workstation that has the JRE installed and tried to update the URL. On save I did not get the error but it reverted back to the mid-tier URL I have created web services with other forms on this server. I have also created this same WS on the development server without any problems. Do I have to remove this WS and start over or is there something I can do to correct the URL? ARS 6.3 patch 20 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ITIL Listserver
Hi All, Just about everyone on the arslist at one time or another have made my life easier with advise, references and really great solutions. At the same time never coming back with comments like that's a dumb question. Does anyone know if there is a ITIL listserv similar this where questions can be posted and answers returned? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITIL Listserver
LOL, I have been waiting 5 years to receive a response with that's a dumb question. Thank you for that and the reference. I will check it out. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Monday, July 23, 2012 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: ITIL Listserver ** that's a dumb question - JK I've heard good things about ITSMF, but haven't tried posting questions. you could try: http://www.itsmfi.org/ Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Brittain, Mark Sent: Monday, July 23, 2012 12:22 PM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: ITIL Listserver ** Hi All, Just about everyone on the arslist at one time or another have made my life easier with advise, references and really great solutions. At the same time never coming back with comments like that's a dumb question. Does anyone know if there is a ITIL listserv similar this where questions can be posted and answers returned? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Mailbox Name in filter qualification
HI All Happy Friday, I have two incoming mailboxes, Mailbox1 and Mailbox2. If an email comes into Mailbox1 then I need to do a push field to Form A. Email coming to Mailbox2 needs to get pushed to Form B. I have the following qualification but it doesn't work. No push field. Am I missing something? ( 'Mailbox Name' = Malbox1 ) AND ( 'Message Type' = Incoming) ARS 6.3 patch 24 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Mailbox Name in filter qualification
Hey that was a typo in the example, 'Mailbox Name' = Mailbox1. To your point I have verified that the mailbox name is correct in the qualification. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Friday, July 20, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: Mailbox Name in filter qualification ** It's not 'Mailbox Name' = Mailbox1 Instead of 'Mailbox Name' = Malbox1 Is it? Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Brittain, Mark Sent: Friday, July 20, 2012 8:50 AM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Mailbox Name in filter qualification ** HI All Happy Friday, I have two incoming mailboxes, Mailbox1 and Mailbox2. If an email comes into Mailbox1 then I need to do a push field to Form A. Email coming to Mailbox2 needs to get pushed to Form B. I have the following qualification but it doesn't work. No push field. Am I missing something? ( 'Mailbox Name' = Malbox1 ) AND ( 'Message Type' = Incoming) ARS 6.3 patch 24 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
RESOLVED RE: Mailbox Name in filter qualification
That is probably the most bizarre and not-developer-friendly thing I have ever seen in Remedy. However it works great! Thanks everyone for your responses and have a great weekend. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Marathe, Shivdatta Sent: Friday, July 20, 2012 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: Mailbox Name in filter qualification ** Hi, Use this qualification for matching ($Mailbox ID$ = 'Unique Identifier') The Unique identifier field is present on the AR System Email Mailbox Configuration page. Reason: Mailbox Name is a display only field. Which just shows the mailbox name referring to the Mailbox ID. Shiv From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mac Rhoades Sent: Friday, July 20, 2012 7:35 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Mailbox Name in filter qualification ** Mark, Try using the Mailbox Unique Identifier instead of the Mailbox name. Mac Rhoades / Sr Programmer/Analyst-Specialized Systems / Service Management MS 352-100, 2205 Northmont Pkwy., Duluth, GA, USA Phone: 678-252-4364 / VPN: 252-4364 cmrho...@rockwellcollins.commailto:cmrho...@rockwellcollins.com www.rockwellcollins.comhttp://www.rockwellcollins.com/ From:Goodall, Andrew C ago...@jcp.commailto:ago...@jcp.com To:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date:07/20/2012 10:00 AM Subject:Re: Mailbox Name in filter qualification Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** It's not 'Mailbox Name' = Mailbox1 Instead of 'Mailbox Name' = Malbox1 Is it? Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Brittain, Mark Sent: Friday, July 20, 2012 8:50 AM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Mailbox Name in filter qualification ** HI All Happy Friday, I have two incoming mailboxes, Mailbox1 and Mailbox2. If an email comes into Mailbox1 then I need to do a push field to Form A. Email coming to Mailbox2 needs to get pushed to Form B. I have the following qualification but it doesn't work. No push field. Am I missing something? ( 'Mailbox Name' = Malbox1 ) AND ( 'Message Type' = Incoming) ARS 6.3 patch 24 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy WEB Question
Something like this might work for you
https://RemedyWEB-URL/arsys/servlet/ViewFormServlet?form=FormNameamp;server=ServerAliasamp;username=usernameamp;pwd=passwordamp;eid=TicketNumber
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chas Roberts
Sent: Wednesday, July 18, 2012 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Remedy WEB Question
Hi Listers,
I am wondering if there is a way to call the remedy web with a parameter, so as
to display a certain ticket?
Something like: http://RemedyWEB-URL?{TicketNumber}
Has anyone done that or similar, and willing to help with advice?
Thanks in Advance,
Chas
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Re: retrieving enumerated (selection list) ID integer instead of value in filter action
Probably have to do a set field if urgency = High set field temp_urgency = 2000. Also pay attention to your partner's data type. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Thursday, July 12, 2012 3:01 PM To: arslist@ARSLIST.ORG Subject: retrieving enumerated (selection list) ID integer instead of value in filter action ** My integration partner needs the urgency and impact value ID passed to them instead of the value/alias character string. How do I do this in a filter action? $urgency$ will always give me the value associated with ID=2000 (2-High), but I want it to return the ID value 2000. Do I have to set urgency to a temp integer field first, to get the ID? I would have thought it would have been something simple like $urgency$.ID Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
HTML Email template question
Hi All,
I have an interesting challenge with an image in a HTML email template.
Straight forward Notify filter that references the template and send out the
email. If the email is viewed in Outlook the image appears fine. If I view the
email in OWA or on a mobile device then it looks broken. I suspect I am missing
something really simple like a close .
ARS 6.3 patch 20 on SunOS 5.9
Any help greatly appreciated.
html
body
head
titleno title/title
style type=text/css
!--
body
.clientName {
font: 15px Calibri, Times, Trebuchet, Arial, Helvetica,
sans-serif;
font-weight:bold;
}
.body {
font: 15px Calibri, Trebuchet, Arial, Helvetica, sans-serif;
}
--
/style
/head
table width=500
span class=body
#$$Message$$#
/span
p
span class=clientNameMyCompany/span
br
span class=body
a href=http://www.mycompany.com;www.mycompany.com/a
br
Phone: 866-442-0384
br
Email: a href=mailto:supp...@mycompany.com;#$$From:$$#/a
br
img src=mc_sm.jpg border=0
br
/span
/table
/body
/html
Thanks
Mark
Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
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Estimated Completion
Hi All, Currently I am on ARS 6.3 with custom forms for Incident and Change Management. In the near future we'll me moving to 7.6 and the ITSM Suite but in the mean time I have to handle requests for new fields. Either on your custom forms or within ITSM does anyone have a field like %Complete (0,25,50,75,100) or Estimated Completion Date? If so, does it really get used? I have a request for this on our Change Management form however this sounds like a Task in MS Outlook and my expectation is that no one is going to fill it out. Any insight much appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Concatenate two strings in one string
If you are combine fields such as First Name and Last Name then you would want to use this format $First Name$ + “ “ + $Last Name$ Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz Sent: Monday, June 18, 2012 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Concatenate two strings in one string ** I would suggest without the double quotes or it will literally put $Field1$+$Field2$ in the result. If you want the values of Field 1 and field 2 concatenated then without the double quotes. Or am I taking this too literally? Shafqat Ayaz From: Norbert Bolmer norb...@bolmer.demailto:norb...@bolmer.de To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Monday, June 18, 2012 12:17 PM Subject: Re: Concatenate two strings in one string ** Hi Mahmoud, try $Field1$ + $Field2$ Best regards Norbert Am 18.06.2012 um 13:03 schrieb Mahmoud Mahdy-Mohamed mahmoud.mahdy-moha...@vodafone.commailto:mahmoud.mahdy-moha...@vodafone.com: ** Dears, I’d like to ask about a function that can concatenate two strings in one string ( from two character fields into one character field). Thanks, Best Regards, Mahmoud Mahdy Mohammed,PMP | Business Process Automation Technology | Products Services Delivery Phone: +20(0)104999638 Mail: mahmoud.mahdy-moha...@vodafone.commailto:mohamed.abdel-haf...@vodafone.com * The content of this document is classified as Vodafone Egypt S.A.E. Confidential and Proprietary Information. The recipient hereby is committed to hold in strict confidence the contents of this (e-mail, document, information) and not to disclose to any third party without the prior written consent of Vodafone Egypt S.A.E. Recipient will be held liable for any unauthorized disclosure. If you have received this message in error, please notify the sender by return e-mail and delete the message in its entirety, including any attachments. http://www.vodafone.com.eghttp://www.vodafone.com.eg/ * _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: mutiple addresses for one user account
Are you kidding? That was a bug back in 6.3. BMC still has not fixed it? I thought it had been fixed so I am glad this came up as part of the discussion. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Wednesday, June 13, 2012 12:45 PM To: arslist@ARSLIST.ORG Subject: Re: mutiple addresses for one user account There was a bug with the Notify processes within the AR System. I think it's still in 7.6.04. You can have a large character filed for the To: on your form. The To: field on the AR System Email messages form is also large character field. However a bug in the Notification workflow trims the data to 256 characters. So if your combined email addresses in the To:, CC: or BCC: are longer than 256 characters, they will get trimmed to 256 characters when they hit the AR System Email Messages form. The work around is to push directly to the AR System Email Messages form. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, June 13, 2012 12:29 PM To: arslist@ARSLIST.ORG Subject: Re: mutiple addresses for one user account In these situations we use email distribution lists maintained in Exchange instead of having them listed anywhere in Remedy. I don't see why it wouldn't work, since the email engine is just passing onto SMTP or whatever and properly formatted lists of email addresses should work. I would just caution you that you may not want to be responsible for maintaining those lists in Remedy rather than Exchange. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, June 13, 2012 11:15 AM To: arslist@ARSLIST.ORG Subject: mutiple addresses for one user account Do any of you rely on the Email field on the User record allowing you to list multiple addresses? address1@fakeaddress, address2@fakeaddress (or maybe other separator like ;) I don't see a mention of it in the docs, but it seems to work on test. I don't want to reply on it if it's not an expected behavior, though. The reason: I need for a particular notice to some addresses to be sent as one email, not separate ones for each user. David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: question on Pulling in external data via a SQL
Not quite sure exactly it is you are doing but let me see if I can give you a few ideas to work with. 1. In Remedy create a View Form pointing to the Oracle table/view. 2. Set the staging table to point to the View Form 3. Create the filters you need to do the work, leaving Execute On blank and put them in a Filter Guide. The guide will use the filter(s) Run If qualification but will ignore the Execute On and Execution Order. All of the filters in the guide will run on each table row. 4. Create a call guide filter and select the filter guide and check Table Loop to walk through each row of your table. Also on your staging table you might want to set up a qualification so that the table only contains the rows you want to work. Filter Guides can be a little trick and if you have not done one I would suggest experimenting with an Active Link Guide so you can see what is happening, but you have to start with a refresh table action. Hope this helps Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nancy Tietz Sent: Thursday, May 31, 2012 3:24 PM To: arslist@ARSLIST.ORG Subject: question on Pulling in external data via a SQL Hello all! I am trying to design a solution where a filter pulls in rows from an Oracle view on another server, and the next filter loads them to a staging table/form, then some filters convert some of the data values, then a filter loads them to the regular ITSM form. The number of rows at one time would be about 18,000. The Pull would be nightly, on a scheduled time. We have 1 of these types of 'pulls' out there on our system that runs nightly but it only has about 300-400 rows of data, so a View Form was used to do the integration/pull of data from the other server. As I understand it, the View Form needs fewer rows than what I have. I was hoping to use (Set Fields) Data Source = 'SQL' and a SQL Query. However there is no option there to create a new record if No Requests Match.All I can do is 'Set Fields to $NULL$' which is not what I want. Apparently I can't use a 'Push Fields' action because that doesn't seem to let me define Where the data is coming from... a SQL query. It looks like I must have a Form that the data is coming from. Any ideas??? Thank you!!! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Illegal group reference (RESOLVED)
Andrew, The thread was not an exact fit to my situation but gave me some ideas for resolving the issue. Turns out all I had to do was to add a carriage return like below. Cleared the problem. Password: Dgakh%1994 $$] Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Tuesday, May 29, 2012 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: Illegal group reference ** http://cephas.net/blog/2006/02/09/javalangillegalargumentexception-illegal-group-reference-replaceall-and-dollar-signs/ Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Brittain, Mark Sent: Tuesday, May 29, 2012 1:37 PM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Illegal group reference ** HI All, Hope you had a great Memorial Day weekend. I have a case were a Submit email template is sent to Remedy creating a record. This has been working great for about 6 month and now all of a sudden I am getting this error. In the body of the message is a Description field. As shown below, it throws the error. If I take out Password: Dgakh%1994 it works fine. Description!60505!: [$$ This user is having a problem Please advise. User Name: bright.stud...@myclass.orgmailto:bright.stud...@myclass.org Password: Dgakh%1994 $$] Message Number 0 Generated by Program Illegal group reference java.lang.IllegalArgumentException: Illegal group reference at java.util.regex.Matcher.appendReplacement(Unknown Source) at com.remedy.arsys.emaildaemon.PasswordKeyContentParser.replaceValue(PasswordKeyContentParser.java:125) at com.remedy.arsys.emaildaemon.ReceiverModule.checkPasswordsAndKeys(ReceiverModule.java:1591) at com.remedy.arsys.emaildaemon.ReceiverModule.createContentAttachment(ReceiverModule.java:1509) at com.remedy.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule.java:837) at com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:262) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) Anyone know what is happening? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy to IBM Cast Iron (RESOLVED)
Andy, Thank you for you help. Bingo, the port was not open. What we did was to open all of the ports to Cast Iron. Do you know what port is used to send the web service call? Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 5:05 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Mark, As it states the connection was refused, usually because the ARS Server cannot communicate with the specified WSDL. Which could be for many reasons: -server not up -target web service not up -target port not open -firewall block -incorrect authentication, if not anonymous Can you pull up the WSDL in a browser and display with no problem? Try using SoapUI to verify target web service is functioning as designed external to Remedy first. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, May 23, 2012 3:28 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Hi Andrew, I tried our suggestion and I am getting the following error. ARERR [9130] An exception occurred from the WebService class : ; nested exception is: java.net.ConnectException: Connection refused Any idea what this error is about? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 3:05 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Can you make a web service call to Cast Iron? If so, just create a Filter with a SET Fields Action to a WebService. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, May 23, 2012 1:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Remedy to IBM Cast Iron ** Hi All, What I need to do: When a record in Remedy is updated I need to send the update to Cast Iron. Cast Iron then populates the information into an XML document and then sends it to a distant (non-Remedy_ server). One approach would be to use a Notify Filter to send an email to a mailbox, then have Cast Iron read the mail and do the rest. However that approach is not being accepted. Has anyone been in a similar situation and come up with a solution? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy to IBM Cast Iron
Hi All, What I need to do: When a record in Remedy is updated I need to send the update to Cast Iron. Cast Iron then populates the information into an XML document and then sends it to a distant (non-Remedy_ server). One approach would be to use a Notify Filter to send an email to a mailbox, then have Cast Iron read the mail and do the rest. However that approach is not being accepted. Has anyone been in a similar situation and come up with a solution? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy to IBM Cast Iron
Hi Andrew, I tried our suggestion and I am getting the following error. ARERR [9130] An exception occurred from the WebService class : ; nested exception is: java.net.ConnectException: Connection refused Any idea what this error is about? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Wednesday, May 23, 2012 3:05 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy to IBM Cast Iron ** Can you make a web service call to Cast Iron? If so, just create a Filter with a SET Fields Action to a WebService. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, May 23, 2012 1:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Remedy to IBM Cast Iron ** Hi All, What I need to do: When a record in Remedy is updated I need to send the update to Cast Iron. Cast Iron then populates the information into an XML document and then sends it to a distant (non-Remedy_ server). One approach would be to use a Notify Filter to send an email to a mailbox, then have Cast Iron read the mail and do the rest. However that approach is not being accepted. Has anyone been in a similar situation and come up with a solution? ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: arerror 3324 Escalation problem Quick Question?
I can't find it now but I recall reading that you can only run escalations on one server in the group at least on ARS 6.3. That would explain why you can't select and worth checking. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, May 17, 2012 3:34 PM To: arslist@ARSLIST.ORG Subject: Re: arerror 3324 Escalation problem Quick Question? ** take the server out of server group thans modify setting Server Setting--Configuration: checkbox Server Group member** needs restart Ravi Date: Thu, 17 May 2012 14:36:44 -0400 From: remedy...@gmail.commailto:remedy...@gmail.com Subject: arerror 3324 Escalation problem Quick Question? To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** ENV: 7.6.04 SP2 (server group) (2 servers) solaris / oracle Cannot select button Disable Escalation in the Administration Configuration menu without error arerror 3324 = the configuration setting is not allowed when the server is a member of a sever group so how do you turn on escalations, if you cannot select it.. (I am sure it is obvious) -- Patrick Zandi _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
One field in two places
Hi All, I have a Change form that has several pages. Once page is for simple changes and another page is used for complex changes. In both pages I need to have a Maintenance Start Date and a Maintenance End Date field. If I share fields then they appear on all pages and in the same position. What I would like to have is Appears on Complex Change Page Maintenance Start Date - used for complex changes, is a column on the table and can be reported on. Maintenance End Date - used for complex changes, is a column on the table and can be reported on. Appears on Simple Change Page Maintenance Start Date - used for simple changes, looks like a real field, pushes data to the field above and cannot be reported on. Maintenance End Date - used for simple changes, looks like a real field, pushes data to the field above and cannot be reported on. Is there any way to do this? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
mid-tier issue
Good Morning, I ran into something I have not seen before. I created a web service for a new form, setting it to public permissions and the WSDL handler URL to http://10.25.233.234/arsys/WSDL/public/myserver/QuickTicket and save. Close/collapse the WS and reopen and the WSDL handler URL is http://midtier_server/arsys/WSDL/myserver/QuickTicket If I log onto through the mid-tier with a browser, I can see the form and use it. Is this a mid-tier issue or a form issue? Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Message images
Hi All, Sort of an odd question that seems to fit on a rainy Friday. You know that symbols for the AR System User note, warning and error messages. Has anyone have those images? I am creating a Yes/No dialog box and trying to make it look like a system message. If anyone has the images that I could slap onto a flat button, that would be great. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
is it after hours?
Hi All, Currently when an incident is created I have a filter that sets the day of the week, and hour of the day. Then there is a second set fields that 'Check Date' = $DATE$ and then checks this against the Business Time Holiday. If it is a holiday then sets the 'Holiday' field to Yes. Then there is an escalation that sends a notification under certain conditions including (Week 1 AND Week 7) AND (Hour 8 AND Hour 18) AND Holiday = NULL I am thinking I can use business time and reduce all of this down to one field 'Business Hours' - Yes/No. Just have not figured out how to do it. Would be grateful for any suggestions. ARS 6.3 patch 20 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
HTML Email Reply-All
Good Morning, Currently I have an plain text email that is sent to an end user asked for approval to perform some work. If the end user does a reply all and puts approved in the body of the email, when it is received, a set of workflow is executed. This is a bit weak because it relies on the end user doing exactly what is needed. What I would like to do is send a HTML formatted email containing 2 buttons. Approved and Rejected. When the button is pressed, the reply all email is opened and the right information is populated in to the body of the email. This way all the end user has to do is press Approved and then press send. If anyone has done something like this, I would appreciate hearing how you did it. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Forms are not Displaying
I have seen this sometimes and it appears the form definition file on the workstation becomes corrupted. When this occurs for a user, I log on to the Admin Tool. Select one of the form's active links, disable, save, enable and save again. This forces the client to update the def file. Server: ARS 6.3 patch 20 Client ARS 6.3 patch 20 Client OS: Windows XP Pro Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Tuesday, April 03, 2012 7:41 AM To: arslist@ARSLIST.ORG Subject: Re: Forms are not Displaying ** Neha, Are you just seeing a white screen when the form starts to open? If so the person logged in does not have write permission to the directory where the arf and arv files are created. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Neha Pateria Sent: Tuesday, April 03, 2012 4:42 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Forms are not Displaying ** Hi Members, When I login to the User Tool - Object List - List of Forms. When I select any form it is not opening up either in New or Search mode. AR Server:- 7.6.04 User Tool:- 7.6.04 Thanks, Neha Pateria _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy ITSM Versus Microsoft Service Center System Manager
Agree with Fred. Give BMC the opportunity to retain your business and take the load off your shoulders From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, March 22, 2012 2:40 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager ** If they are having an MS salesperson in then maybe you need to have a BMC salesperson in as well ... Apples to Apples Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Thursday, March 22, 2012 1:24 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy ITSM Versus Microsoft Service Center System Manager ** Remedy is far more mature on its processes and how the software supports them. Compare the CMDBs under the covers for a real good example. MS apps are aimed at the SMB stack for now. Not sure how they would scale. Don't let the focus be on the GUI - focus on comparing internals, like how would one customize the apps or the structure? Rick On Mar 22, 2012 2:18 PM, Pierson, Shawn wrote: ** It looks like my newly merged company is going to evaluate different ITSM suites. Specifically, the evaluation is between keeping Remedy and going with Microsoft SCSM. From what I can tell BMC doesn't really consider SCSM a competing product so they don't have any literature available showing why Remedy is a better product. Unfortunately, I'm expecting that I will end up giving a presentation on our current Remedy system and what we currently do, to be followed by a slick Microsoft salesperson who can promise anything they want with no basis in reality. I've done some investigation into SCSM and while they seem to have made progress, it's still primitive compared to Remedy in my eyes. However, being an I.T. person rather than a sales person, I may not be able to easily convey my point of view well. So my question is to any of you that have looked at SCSM, especially the newest version, what is your opinion on the product? If you think Remedy is better, why? Thanks, Shawn Pierson Remedy Developer | Southern Union _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Where does $DATE$ come from?
Hi All, Where does the $DATE$ function get the date/time information, the OS server or the database server. This may seem like a strange question but yesterday I had a case where $TIMESTAMP$ was work correctly and diary field entries were correct but the $DATE$ was on hour behind as 3/10/2012 23:00:00 PM. Strangely today, it working correctly as 3/12/2012 00:00:00 AM ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Where does $DATE$ come from?
Yes, this is an escalation that does the set field. Both server and client are in the Eastern Time Zone, so very strange. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, March 12, 2012 1:04 PM To: arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** And…being yesterday was daylight savings day….are the client/server in the same tz, do they both honor dst same? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 12, 2012 10:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Depending on what is used to set it.. Is it an Active Link? Or a Filter/Escalation? In case of an Active Link, the $DATE$ would taken from the client. In case of server side workflow objects, Filters or Escalations, they are set from the AR System application server (not the database application server). Joe From: Brittain, Markmailto:mbritt...@navisite.com Sent: Monday, March 12, 2012 12:28 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Where does $DATE$ come from? ** Hi All, Where does the $DATE$ function get the date/time information, the OS server or the database server. This may seem like a strange question but yesterday I had a case where $TIMESTAMP$ was work correctly and diary field entries were correct but the $DATE$ was on hour behind as 3/10/2012 23:00:00 PM. Strangely today, it working correctly as 3/12/2012 00:00:00 AM ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite – A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Where does $DATE$ come from?
In my case the escalation was running every hour as expected against a form called Schedule. The qualification on the escalation is set field if Schedule Date = $DATE$. The escalation set field would start a filter push field. This did not work after DST because the Schedule Date was 3/11/2012 00:00:00 and the $DATE$ value used was 3/10/2012 23:00:00 On Sunday the set field/push field worked fine at 1AM and then did not work at 2AM/3AM or after. Then sometime this morning it started working because the $DATE$ value is 3/12/2012 00:00:00. FYI Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 12, 2012 2:52 PM To: arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Its not a critical issue for most cases where Escalation run times are often arbitrarily selected at the least active times. But if a slight miss does get noticed, it could mean that something that was fairly important, may have not been triggered at that expected time which could possibly be David’s case.. Most of us (including me) never even noticed that until David pointed it out.. We may have possibly gone through the rest of our merry ARS lives not worrying about it.. Joe From: Mueller, Dougmailto:doug_muel...@bmc.com Sent: Monday, March 12, 2012 2:35 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Fred is on the right track with his answers. The way escalations work is to calculate when things should NEXT fire and that is what is keyed off of. The calculation is not considering that DST change may be crossed for the next fire time (a fair question is why not and that is something that could be submitted as a bug, but the escalation does run and for one time, it is 1 hour off so is it a critical issue? but, definitely feel free to submit the bug). You should find all back on track after the first firing. Now, the comment about restarting the server. Why does that fix things? Well, when you restart the server, we have to calculate all the next fire times so the restart after the change in DST will calculate the fire times correctly even for the first firing interval. It isn't that a restart is required, it is just that the restart causes a recalculation of the firing times. NOTE however that any interval fired operation would not have any issue with the one hour off and a restart of the system will reset the interval counter so the current interval will get longer for the interval based escalations – however long it has been since the last run plus the interval for the first interval. I just wanted to explain what effect the restart had on the issue and why it seemed to fix a problem. Again, the answer was already there, I just wanted to confirm it and offer a bit more information about the affect on interval escalations. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Monday, March 12, 2012 11:29 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Even by time it is calculated when it runs. (You can tell by watching the Escalation Log and seeing that each escalation states) (enabled) : going to fire in seconds It would only be able to do that if it is calculated at the time of the last run (to know how many seconds until the next run). Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, March 12, 2012 1:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Fred, This was the first time “A” ran since the time change, but it’s set to run by ‘Time’, not ‘Interval’. But if what you said applies anyway, I should find out tomorrow when it’s supposed to run again. Thanks, David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Monday, March 12, 2012 2:01 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Had “A” ran since the time change? I believe all escalation next run times are computed when they run (and are in seconds until next run) so if “A” had not run since the time change it would have been calculated to run x seconds from the last time (and with the time change that would be 1 hour later than you thought) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, March 12, 2012 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Dave, So you’ve had to restart arsystem server to get things back in sync?
Re: Using $GROUPS$ like not showing data in search menus.....can some guide me in right direction
I might be missing something but would it not be better to give this group permission to the Active Link. Trying to assigned groups on a qualification is tricky and not scalable. If you later added a group called ABC-XYZ later, now that group would fire the ACL. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Saturday, March 10, 2012 4:15 AM To: arslist@ARSLIST.ORG Subject: Re: Using $GROUPS$ like not showing data in search menus.can some guide me in right direction ** I think that it's not the solution but the like sentence with $GROUPS$ must be $GROUPS$ LIKE %;XYZ;% Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 [cid:image001.jpg@01CCFE97.F78495C0]http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca [cid:image002.jpg@01CCFE97.F78495C0] http://es-es.facebook.com/pages/SM2-Baleares/158608627954 [cid:image003.jpg@01CCFE97.F78495C0] http://twitter.com/#!/SM2Baleares [cid:image004.jpg@01CCFE97.F78495C0] http://www.linkedin.com/company/sm2-baleares La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. On Sat, Mar 10, 2012 at 07:34, gok's gmedise...@yahoo.commailto:gmedise...@yahoo.com wrote: Environment ARServer 7.5 patch 4 DB:2005 SQL I have created a simple active link for certain group like XYZ changes a search menu values to read/write only A.l Display Qualification:$GROUPS$ like XYZ IfAction:Change Field Read/Write mode it is working for the group but in the search menu there are no values are showing up . The user's who are in this group are not Adminstrators they are having Infra Change Manager,Task Manager,application level permissions like that . can any one guide me am I missing any thing. Thanks -- View this message in context: http://old.nabble.com/Using-%24GROUPS%24-like-not-showing-data-in-search-menus.can-some-guide-me-in-right-direction-tp33476035p33476035.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.jpginline: image002.jpginline: image003.jpginline: image004.jpg
Re: Account issue and arerr 330
Are you using field 112? I have seen this when creating a record from an email template and 112 is NULL. Kicks back an error reply message listing all the fields on the form. This occurred even if the account submitting the template is an admin. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, March 08, 2012 5:21 PM To: arslist@ARSLIST.ORG Subject: Re: Account issue and arerr 330 ** Yeah, we’ve seen that one before and documented it and was my first attempt at a solution. Here’s hoping that the latest version has this resolved. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Thursday, March 08, 2012 2:09 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Account issue and arerr 330 ** This does seem like a similar issue we have seen before. Go to that user's people record and under support group tab it list all the support groups. Atleast one of them had to be set as default group. Due to some bug, for some users we noticed they have no default group set and they were seeing the similar errors. On Thursday, March 8, 2012 3:59:06 PM UTC-6, Peters, Ron wrote: ** Thanks. I wouldn’t think that I’d have to open the hood for a simple people record permission modification. We’re not doing anything special here and I assigned the user the same permissions that all our other support (non-admin) folks have with no luck. We did figure out the answer and I think it was stupid. We had to use the “Change to Non Support” function on the user. This of course requires that there are no active tickets for the user. I then had to re-assign all their tickets temporarily to myself which then changes the status of each one to assigned. After that, I changed them to non-support, then changed them back to support and added the proper support group/permissions. The final step was to re-assign all their tickets back to them. ventThis convoluted procedure tells me that behind the scenes, they’re playing fast and loose with roles/permissions and aren’t taking care of the details in a clean fashion. This should be a simple role/permission adjustment. Much like Microsoft cars, pull over, shut the car off, re-start the car and continue driving when you lose signal on an AM radio station./vent From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Thursday, March 08, 2012 11:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Account issue and arerr 330 ** Ron, Admin of course has access to everything. You need to figure out what permissions the need OTHER than Admin to be able to update the records in question. You should be able to check the permissions on the fields to figure out what they may be missing. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Thursday, March 08, 2012 12:08 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Account issue and arerr 330 ** Hello all, I have an individual user that was set as an administrator with a fixed license. We were doing some changes and the person doesn’t need administrator any more so we set the privs the same as any other typical support person (Incident/Change user, asset viewer). I then changed their license from a fixed to floating. They then could not update any of their tickets. I changed their account back to a fixed license, no luck. Then added administrator back and now they’re working. I still need to remove administrator/fixed licensing from their account. How can I do that while making the account continue to work? We’re on AR 7.5 ITSM 7.6 Thanks. These are the errors: You do not have write access to field : Notes (ARERR 330) You do not have write access to field : z1D_Contact (ARERR 330) You do not have write access to field : Customer (ARERR 330) You do not have write access to field : z1G_Customer_Search_Type_Msg (ARERR 330) You do not have write access to field : z1G_Contact_Name_Format (ARERR 330) You do not have write access to field : Customer Search Type (ARERR 330) You do not have write access to field : z1G_Display_CustomerInfo_Dlg (ARERR 330) You do not have write access to field : z1G Reopen Incident (ARERR 330) You do not have write access to field : z1G Enable Decision Tree (ARERR 330) You do not have write access to field : z1D_Last_Name (ARERR 330) You do not have write access to field : z1D_First_Name (ARERR 330) You do not have write access to field : z1D_Name_Format (ARERR 330) You do not have write access to field : z1G_HPDShowVendor (ARERR 330) You do not have write access to field : z1G_HPDShowFinancials (ARERR 330) You do not have write access to field : z1G_HPDShowDateSystem (ARERR 330) You do not have write access to field :
Date Push field question
Hi All, I have an date/time field on Form A and want to push only the date to a character field on Form B. The push field is creating a new record on Form B. Not sure how to build the string. Any suggests would be much appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Date Push field question - SOLVED
Thanks LJ. Turns out it was simple. Just need to use DATE function like DATE($Date/Time Field$) which strips out the time portion. Didn't see it on the bottom of the previous page in the basic guide. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, March 06, 2012 11:40 AM To: arslist@ARSLIST.ORG Subject: Re: Date Push field question ** Mark, Easiest way I can think would be to create a display only date only field on form B, then have a filter that fires on submit that does a setfield from that field to your Char field...that way Remedy is doing the translation for you. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, March 06, 2012 9:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Date Push field question ** Hi All, I have an date/time field on Form A and want to push only the date to a character field on Form B. The push field is creating a new record on Form B. Not sure how to build the string. Any suggests would be much appreciated. Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Create a View form of a remote oracle DB on ARSystem (MS SQL)
Agree with Fred that your source in the Remedy view is going to be all upper case. I think what you need is simply db_name.table_name. I have views set up this way. On queries I have table_name@db_name and all of my statements are lower case. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys Sent: Friday, February 03, 2012 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Create a View form of a remote oracle DB on ARSystem (MS SQL) That is as I said in my email: that tables, fields, views in the Oracle data dictionary are stored in uppercase. snip and seLECt disTINCT table_nAMe from all_tAB_columns where oWNer = 'ARADMIN' and taBLe_name like 'a%' will return no records. snip But for Oracle queries any table, column etc can be in mixed case. The SQL parser handles case conversions. I do not use ARS View forms instead getting the data directly into ARS through my own queries. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: February-03-12 15:32 To: arslist@ARSLIST.ORG Subject: Re: Create a View form of a remote oracle DB on ARSystem (MS SQL) Ben, For normal queries you are correct, but I believe ARS queries the all_user_tables or all_user_views to validate you have entered an existing view or table name when you are creating a view form. The result of this is that the name you put in for the view form's source must be in all uppercase for Oracle. i.e. The following will never find a record as CONTROL is stored all uppercase in the database. Select table_name from all_user_tables where table_name = 'control' Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys Sent: Friday, February 03, 2012 2:58 AM To: arslist@ARSLIST.ORG Subject: Re: Create a View form of a remote oracle DB on ARSystem (MS SQL) Just an FYI Oracle tables names, view names, columns names, functions, etc are NOT case sensitive. Oracle data is. So, mixing case on view names is not important unless the view name is being treated as data (as in an Oracle dictionary table) where it is indeed stored in uppercase. So, using a non-linked database query as an example: select company from com_company is entirely equivalent to SeleCT COMpany from COM_company So, seLECt disTINCT table_nAMe from all_tAB_columns where oWNer = 'ARADMIN' and taBLe_name like 'A%' will return all ARS tables and views starting with 'A' and seLECt disTINCT table_nAMe from all_tAB_columns where oWNer = 'ARADMIN' and taBLe_name like 'a%' will return no records. BTW if you do not have an Oracle client, queries on this table (all_tab_columns) is a good way to get a DESCRIBE. Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: February-02-12 22:59 To: arslist@ARSLIST.ORG Subject: Re: Create a View form of a remote oracle DB on ARSystem (MS SQL) I believe it is Case sensitive. All Oracle table and view names are uppercase. Try link.db.OWNER.TABLE You may find it cleaner to create a local database view that does the remote query. Then you should not have to worry about the case sensitivity from Remedy. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 02, 2012 3:50 PM To: arslist@ARSLIST.ORG Subject: Create a View form of a remote oracle DB on ARSystem (MS SQL) Hello Listers, MS SQL 2005 on a SAN MS Windows 2003 Enterprise AR System 7.6.03 Build 001 Our system connects to a remote Sybase DB via the DB Link for ARS Croom Consulting. The Sybase DB is being replaced by an Oracle DB. We only need to read data so I am trying to make the oracle connection with a View form. The MS SQL dba created a Linked server to the Oracle DB and confirmed the connectivity. In the View form should I use the MS SQL connection string or an Oracle connection string? linkname.db_name.owner.table or db_name.table@linkname The value that I tried to load was the ORAORQ10.propmgt.propmgt.equipment. That gives an ARERR 552 message I have also tried propmgt.equipment@ORAORQ10 That gives ARERR 481 but I'm not sure if the table not found is because of case sensitivity or just the wrong connection string format. I've successfully connected to a different linked db but it is a remote MS SQL so I use the link.db.owner.table format for that. Thanks in advance. --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me
Mid-tier issues
Hi All, After several years of stability, I am beginning to have issues with my mid-tier server Starting about 6 months ago Apache and New Atlanta had to be restarted. Since then the restart is required more often with the intervals between restarts getting shorter. Can anyone tell me why to look and what to look for so I can get to the root cause. Any suggestions would be greatly appreciated. AR6.3 patch 20 Mid-tier 6.3. patch 20 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ARERR 300
Hi All, I sent an email template to my development server and got the following error Message Number: 300 Message Text: Malloc failed on server The email is received on the AR System Email Messages but does not create a new record. Couldn't find anything on the KB, not that I have ever had much luck with it. . Any ideas on what is happening, where to look or a fix? ARS 6.3 patch 24 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARERR 300
Looks like I don't have it set. Didn't think that was possible. This is what I get if I run ps -ef |grep 'java' java -Djava.library.path=/remedy/ar63/ar63/AREmail -cp /r Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, December 28, 2011 3:15 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 300 What size do you have the Java min and max in the emaild.sh script file? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, December 28, 2011 2:08 PM To: arslist@ARSLIST.ORG Subject: ARERR 300 ** Hi All, I sent an email template to my development server and got the following error Message Number: 300 Message Text: Malloc failed on server The email is received on the AR System Email Messages but does not create a new record. Couldn't find anything on the KB, not that I have ever had much luck with it. . Any ideas on what is happening, where to look or a fix? ARS 6.3 patch 24 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [$$ $$] wrap in email templates
I find the word wrap function works fine for my templates. Couple of things you can try. First put a space between the special characters as you had in the example [$$ text $$] Second look the incoming mailbox settings. On the Advanced Configuration tab check Use Original Template Format. See page 65 of the 6.3 EEG for details. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bajwa, Ibrar Sent: Monday, December 19, 2011 2:49 PM To: arslist@ARSLIST.ORG Subject: [$$ $$] wrap in email templates Hello Everyone! I am having issues with using a auto-generating ticket via email for incidents. I have narrowed down the issue to tickets that multiple lines in the 'details'. It seems as if any tickets that have multiple lines in 'details' wrapped with [$$ text $$] is not accepted by remedy for creating the ticket via email. However, details that are simple single line do seem to be generating. Below is an example of what works and what doesn't. I have tried with $$] on next line and last line in the template of the email. DOES NOT WORK ... Details !100151!: [$$Event Name: A Service Incident has been reported URL: https:// Event originator: servername Event Severity: 3 Event received: whatever date Event description: This event will be sent any time a service incident is reported. A service incident is generated when it is determined that a serviceable event has occurred based upon analysis of system-initiated events. User Action: Refer to the Recommended Action under the event details section.$$] DOES WORK ... Details !100151!: Event Name: A Service Incident has been reported (Type 4). Any assistance would be appreciated. If you require more details, just ask away. Ibrar Bajwa Remedy Analyst Brookfield Corporate Operations Technology Services 1 Adelaide Street East, Suite 1400, Toronto, ON M5C 2V9 T 416.649.8249, F 416.649.8245 ibrar.ba...@brookfield.com View important disclosures and information about our e-mail policies http://www.brookfield.com/emaildisclaimer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Save description as .txt file
Hi All, I have a really strange request to make but it is a bit of a strange situation. Is there a way to take a large amount of data from a character field and save it as an attachment as a text file? User sends a template email request with an oversized description. The template puts this information into an unlimited temp field. A filter takes the first 1,000 characters and places it in the Description field and then places the entire temp field contents onto a diary field. What I would like to do is take the temp field contents and put them into a text file and attach the file to the ticket. Any ideas on how to do that? ARS 6.3 patch 20, Oracle 9.2, SunOS 5.9 Said it was strange. Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Commit Changes vs PERFORM ACTION APPLY
Thanks everyone for your responses. Personally I prefer to go with the Perform-Action-Apply when saving the current window. Maybe because it is newer. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, December 08, 2011 10:28 PM To: arslist@ARSLIST.ORG Subject: Re: Commit Changes vs PERFORM ACTION APPLY ** True Commit Changes does that too, though personally I have started to use the Perform-Action-Apply for creating workflow for submits and searches as soon as it got available in version 6.3 I think.. Commit Changes should not however be confused with the ‘commit transaction’ in T-SQL or a ‘commit’ in Oracle as was by Mark following his SQL – at least that was my understanding of what he was attempting to do A Direct SQL once run from the Direct SQL action, is automatically followed by a commit when necessary. Joe From: LJ LongWingmailto:lj.longw...@gmail.com Sent: Thursday, December 08, 2011 5:32 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Commit Changes vs PERFORM ACTION APPLY ** Joe….that is ‘one’ of the things the Commit Changes does….when you are NOT in a dialog window, for example in a search window, the commit changes action performs the search, if in a submit window, it creates the record…if in a modify window it saves changes…so I think they ‘kinda do the same thing’ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, December 08, 2011 2:55 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Commit Changes vs PERFORM ACTION APPLY ** If you have a direct SQL query in your workflow, you do not need to use either of these after the Query. The AR Server performs the commit after the successful execution of that query wherever a commit is required (in case of insert, update or delete). Perform-Action-Apply is used for submitting in a submit or modify window and search in a search window while commit changes is used to push the values from a child window in a dialog box operation to the parent window after the child is closed, on fields where there was a mapping on window close between the parent and child window.. Joe From: Brittain, Markmailto:mbritt...@navisite.com Sent: Thursday, December 08, 2011 3:51 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Commit Changes vs PERFORM ACTION APPLY ** HI All, Commit Changes vs. PERFORM ACTION APPLY. Is one better to use than the other on ARS 6.3? I have one active link that populates data from a SQL query and a second active link to commit the changes. These were probably created under ARS 3 or 4. The Commit Changes does the job but always looking to smart way to do things. Thanks Mark Mark Brittain Remedy Developer NaviSite – A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Commit Changes vs PERFORM ACTION APPLY
HI All, Commit Changes vs. PERFORM ACTION APPLY. Is one better to use than the other on ARS 6.3? I have one active link that populates data from a SQL query and a second active link to commit the changes. These were probably created under ARS 3 or 4. The Commit Changes does the job but always looking to smart way to do things. Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Standard for Old tickets
Hi All, This is probably a common problem. I have some open tickets that are 3-4 years old and the assigned person has never gone back to close. My thinking is if the ticket is open for more than a year, it's a dead issue. As such I would like to go in an close these to get them out of the queue. However these same assigned persons will likely scream some injustice if I do so. Is anyone aware of a best practice or ITIL standard that I can use to justify closing these tickets? Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Standard for Old tickets
Thanks for the input. Had not considered the survey piece, nice catch. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Manara Sent: Wednesday, November 30, 2011 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: Standard for Old tickets ** Also consider: Does completing the ticket trigger a Customer Satisfaction survey? You might be surprised by the reaction of the populace to what was considered a dead issue. Tread lightly and inform the Incident Manager. Jim Manara 480-273-0934 Original Message Subject: Re: Standard for Old tickets From: Pierson, Shawn shawn.pier...@sug.commailto:shawn.pier...@sug.com Date: Wed, November 30, 2011 9:55 am To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** I personally would not make such a decision on what to do to those tickets. Instead, the process owner of Incident Management should be made aware of the fact, provided a report, and they should decide what happens from there. We had a similar problem at my employer several years ago until we started publishing reports and I built some rules into SLM to help guide people to close things in a timely manner. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, November 30, 2011 10:43 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Standard for Old tickets ** Hi All, This is probably a common problem. I have some open tickets that are 3-4 years old and the assigned person has never gone back to close. My thinking is if the ticket is open for more than a year, it’s a dead issue. As such I would like to go in an close these to get them out of the queue. However these same assigned persons will likely scream some injustice if I do so. Is anyone aware of a best practice or ITIL standard that I can use to justify closing these tickets? Thanks Mark Mark Brittain Remedy Developer NaviSite – A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Email Error Message 362
Good Morning, Has anyone seen an error message like this in the AR System Email Error Logs? I have a couple of these and the numbers between RED and TMP are different. The mailbox is in the /var/mail directory. Mailbox Name: Out_Going Message Type: Severe Message Number: 362 Message Text: Cannot find/open the directory file /var/tmp/RED6550561TMP ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Protected Web Service
In the 6.3 Advanced Guide it states the web service can have either public or protected permissions with this shown in the URL as http://midtier_server/arsys/WSDL/public/server_name/webservicehttp://%3cmidtier_server%3e/arsys/WSDL/public/%3cserver_name%3e/%3cwebservice or http://midtier_server/arsys/WSDL/protected/server_name/webservicehttp://%3cmidtier_server%3e/arsys/WSDL/protected/%3cserver_name%3e/%3cwebservice What does protected mean? How does it work differently than public? Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Protected Web Service
LJ, As a follow up question, would the username and password be in the URL or in the transmitted XML? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, October 26, 2011 11:51 AM To: arslist@ARSLIST.ORG Subject: Re: Protected Web Service ** Mark, In order to access the protected ones you must have a valid login to the Remedy Server...cannot be used anonymously. Public ones can be used anonymously, assuming of course that the web service user id and pw are entered in the mid-tier config. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, October 26, 2011 9:45 AM To: arslist@ARSLIST.ORG Subject: Protected Web Service ** In the 6.3 Advanced Guide it states the web service can have either public or protected permissions with this shown in the URL as http://midtier_server/arsys/WSDL/public/server_name/webservicehttp://%3cmidtier_server%3e/arsys/WSDL/public/%3cserver_name%3e/%3cwebservice or http://midtier_server/arsys/WSDL/protected/server_name/webservicehttp://%3cmidtier_server%3e/arsys/WSDL/protected/%3cserver_name%3e/%3cwebservice What does protected mean? How does it work differently than public? Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Protected Web Service
Thanks LJ and Misi From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, October 26, 2011 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: Protected Web Service ** I would expect it to be in the Auth section of the XML From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, October 26, 2011 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Protected Web Service ** LJ, As a follow up question, would the username and password be in the URL or in the transmitted XML? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, October 26, 2011 11:51 AM To: arslist@ARSLIST.ORG Subject: Re: Protected Web Service ** Mark, In order to access the protected ones you must have a valid login to the Remedy Server...cannot be used anonymously. Public ones can be used anonymously, assuming of course that the web service user id and pw are entered in the mid-tier config. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, October 26, 2011 9:45 AM To: arslist@ARSLIST.ORG Subject: Protected Web Service ** In the 6.3 Advanced Guide it states the web service can have either public or protected permissions with this shown in the URL as http://midtier_server/arsys/WSDL/public/server_name/webservicehttp://%3cmidtier_server%3e/arsys/WSDL/public/%3cserver_name%3e/%3cwebservice or http://midtier_server/arsys/WSDL/protected/server_name/webservicehttp://%3cmidtier_server%3e/arsys/WSDL/protected/%3cserver_name%3e/%3cwebservice What does protected mean? How does it work differently than public? Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Field Count
Hi All, I need to count the number of characters in a field, place the number in another field and then run workflow based on the number. Can't come up with the right function combination. Any ideas greatly appreciated. ARS 6.3 patch 20 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SOLVED: RE: Field Count
Thanks Axton - looked at LPAD and LEFTC and missed it. Time for another cup of coffee. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Tuesday, October 18, 2011 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Field Count ** Set Fields Integer Field = LENGTH($Char Field$) or LENGTHC, though I am not sure LENGTHC is available in 6.3. LENGTHC supports counting multi-byte characters as a single character. Axton Grams On Tue, Oct 18, 2011 at 10:10 AM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Hi All, I need to count the number of characters in a field, place the number in another field and then run workflow based on the number. Can't come up with the right function combination. Any ideas greatly appreciated. ARS 6.3 patch 20 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335tel:315-453-2912%20x5335 Mobile: 315-317-2897tel:315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Using login id in field 112
I am using ARS 6.3 and have multiple groups in field 112. In my case the groups I am using are one word groups such as Group1 Group2 I don't have quotes or semi-colons in between. Just a space and it works fine. Not sure how that might work with multi-names like Help Desk but thought I would pass this along. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Thursday, September 29, 2011 4:05 PM To: arslist@ARSLIST.ORG Subject: Re: Using login id in field 112 ** Tried droping the quotes and semicolons at the beginning and end. Also, tried using field 6090 and 112. Neither work. This might be a bug in 7.6.04. The documentation says it's support, but it looks like I might have to go the individual group route. On Thu, Sep 29, 2011 at 9:44 AM, Frank Caruso caruso.fr...@gmail.commailto:caruso.fr...@gmail.com wrote: ** I tested the following in version 7.1p7: Set Field ID 112 to: 'user login';'user login';'user login' Set request ID to Assigned Group permission only. Only users whose userid appears in field id 112 can see the record. On Thu, Sep 29, 2011 at 9:35 AM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi Axton, I tried this with the 112 field when the 60xxx fields was first introduced, but was unable to get it to work for 112... Maybe I made a mistake, or this was added/fixed later... Best Regards - Misi, RRR AB, http://rrr.sehttp://rrr.se/ From the docs it appears both field types support login names, group names, and role names: *To permit multiple user, group, and role names in the Assignee Group field and dynamic fields, select Enable Multiple Assign Groups on the Configuration tab of AR System Administration: Server Information form. To enter users Dan O'Connor and Mary Manager, group ID 12000, role ID -9000, and role Managers, use the following syntax:* * * *'Dan O''Connor';'Mary Manager';12000;-9000;Managers* Axton Grams On Thu, Sep 29, 2011 at 8:26 AM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, I do not think that the 112-field can hold user names. You have to use the 60xxx-fields for that. If you use those fields, your syntax should be correct. Just to be clear, the value of the data should be: ;'joeuser';'janeuser'; Best Regards - Misi, RRR AB, http://www.rrr.sehttp://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.sehttp://rrr.se/. We are currently trying to setup ITSM 7.6.04 to restrict access based on a selected group of people. This group will be different for each ticket. Basically, the user will go into an Incident and select people to add to a restricted access list. We are trying to push this list of users to field 112. The BMC workflow documentation spells out the syntax (;'joeuser';'janeuser';). However, this throws out Error 417 stating there is no group defined. Now a way around this is to add each user as their own group. However, adding groups for each user and maintaining that as people are added/removed would probably not be the best idea. Has anyone had any success implementing this in 7.6.04? Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug11 www.wwrug.comhttp://www.wwrug.com/ ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug11 www.wwrug.comhttp://www.wwrug.com/ ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug11 www.wwrug.comhttp://www.wwrug.com/ ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug11 www.wwrug.comhttp://www.wwrug.com/ ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended
Re: User Tool and win7
I had a similar issue when trying to install the RUT v6.3 on a Win7 workstation. Straight install does not work. Before you start, mouse of the install file and right click. Then go to Properties and then Compatibility. Check Run this program in compatibility mode for Windows XP. Good Luck Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Thursday, September 15, 2011 7:27 PM To: arslist@ARSLIST.ORG Subject: Re: User Tool and win7 ** I have also found that 7.6.04.01 client on a server without flash (because flash cannot be put on servers) octet crashes! Sent from my iPhone so typo's or funky words can and do happen! On Sep 15, 2011, at 7:08 PM, Vaibhav Singhal vaibhavsing...@hcl.commailto:vaibhavsing...@hcl.com wrote: ** Hi David, Thanks for prompt response :) I forgot to mention this - it's on 64 bit SP1 win 7 Virtual Desktop Regards, Vaibhav From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David [david_eas...@bmc.commailto:david_eas...@bmc.com] Sent: Friday, September 16, 2011 4:31 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: User Tool and win7 ** Remedy User client is supported on Windows 7. It’s just not supported on 64-bit Windows 7 (or XP). From the compatibility matrix: AR System Client Supported Configurations AR System supports the listed version of vendor products or higher. Minimum Operating System Version AR System Clients Windows XP (32 bit only) – includes support for Vista [Enterprise, Business, Ultimate] (32-bit only) Windows 7 [Professional, Enterprise, Ultimate] (32-bit only) AR System User Tool AR System Developer Studio Windows 7 [Professional, Enterprise, Ultimate] (32-bit 64-bit) Windows 2003 (32 or x64) AR System Developer Studio -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Vaibhav Singhal Sent: Thursday, September 15, 2011 3:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User Tool and win7 ** Hi List, As far as I know, User Tool is not supported on Win7. But, if UT installation directory is moved from XP machine to win7, it starts working! Any thoughts about this? Cheers! Vaibhav ::DISCLAIMER:: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Override Email Reply
Hi All, My email server is configured to send a reply when an email template is received. However I have a situation where a reply should not be sent. Is there something that can be put in the template to override the reply? Maybe something like Result Template: None ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Override Email Reply
In the AR System Email Mailbox Configuration form the outgoing mailbox is set to Reply with Entry – Yes. Because other submissions require a reply, I cannot change this to No. So I am look for a way to override this on a email by email basis. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, September 08, 2011 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: Override Email Reply ** What are the conditions of that situation.. And what did you do to configure the email response when an email template is received? Joe From: Brittain, Markmailto:mbritt...@navisite.com Sent: Thursday, September 08, 2011 12:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Override Email Reply ** Hi All, My email server is configured to send a reply when an email template is received. However I have a situation where a reply should not be sent. Is there something that can be put in the template to override the reply? Maybe something like Result Template: None ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite – A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Blank incoming emails
Hi All, I am having an issue where an occasional email is coming into Remedy, the record is created in the AR System Email Messages, but the message body is blank. Best I can tell these are html formatted emails using the Content-Type: text/html; charset=ISO-8859-1 character set. Has anyone encountered this issue? If so what is the cause/fix? ARS 6.3 patch 24 SunOS 5.9 Oracle 9.2 Java 1.424 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Email Engine Scaling
I don't think I would have considered that approach unless I saw it discussed here. Couple of years ago I had to deal with increased message traffic, and fixed the problem by setting up two mailboxes and dropping the polling to 1 minute. These I have roughly load balanced with one box handling internal mail (Assigned group/person) and the other handling external emails. Each Remedy outgoing mailbox has its own thread to the mail server. Don't see what you gain with the second instance. ARS 6.3 patch 24 Oracle 9.2 SunOS 5.9 FYI Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Leihkauff, Kenneth G (LEIHKAUFFK) Sent: Thursday, August 11, 2011 2:53 PM To: arslist@ARSLIST.ORG Subject: Email Engine Scaling ** Hello, Background: We have an AR system running 7.1, Oracle 10g, Solaris 10. The ARS is running on the same server as the database; there is no Server Group configuration. Question: To scale the email engine, is it possible to run two instances of the email engine on the same server and configure each to process separate defined mailboxes in the AR System Email Configuration form? Based on the email engine documentation, this seems to be supported. Do you recommend doing this when you are not using a server group and need to scale to accommodate a considerably higher volume of messages. The current configuration (with adjustments to the email properties file) performs well, however, we are concerned that the email engine may backlog when we double the total volume of outgoing messages (we will be doubling the activity in a couple of days). Thanks for your guidance and experiences. Ken Leihkauff North American Integrated Services Management Center (NAISMC) Science Applications International Corp. (SAIC) _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
IBM WebSphere Cast Iron to Remedy 6.3
Good Afternoon, I have a requirement for my client to send information through IBM WebSphere Cast Iron to a Remedy 6.3 patch 20 server. It looks to me to be a straight XML to the mid-tier and on to the ARS server. Are there any version considerations, potential issues, white papers? I talked to IBM and got only a warm fuzzy and am waiting to hear back from BMC. Any information would be greatly appreciated. Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 sp1 server specs
Might want to check the compatibility guide. Different VM's are fully or partially supported. Also Known incompatibilities for virtual environments BMC recommends against running server components of BMC Atrium technologies or BMC Remedy IT Service Management applications within VMware Workstation in a production environment. FYI Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A Sent: Thursday, July 21, 2011 10:48 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 sp1 server specs I would also be interested to hear from others running production systems on VMs. My company is pushing hard for all new systems to be on VMs; but something about sharing resources and bandwidth I do not like. I am running a 7.6.04 64bit POC setup on VMs and it is as fast as molasses (with a user load of 1). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Larry Barnes Sent: Wednesday, July 20, 2011 4:17 PM To: arslist@ARSLIST.ORG Subject: 7.6.04 sp1 server specs I just upgraded my dev server to ITSM 7.6.04 sp1 on a VM box with 2 processors and 8 gb of ram. We are running SQL 2008 on it's own server. This setup is really slow so it concerns me what would happen if I move to a VM for production. I'm curious what others are using that are running a production version of ITSM 7.6.04 on a VM. Are you experiencing any response issues? What type of hardware setup are you using? Thanks for your input. Larry B. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Assignment groups - sizing
I am running ARS 6.3 and start to see slowness with the Group Assignment Notification at about 60 users. One way I have kept the numbers lower is by splitting groups assignments and queue access. Many users want access to a ticket queue but don't want emails and don't want tickets assigned to them. In general managers who need to get to information quickly but are not working tickets. The queue has a group menu where the users can select a group and those tickets are displayed. I can do this because tickets are not segregated by group (e.g. Assignee Group). Cuts down on the number of groups one person is assigned. It also allows me to deploy a universal queue rather than building a new whenever a new group is created. Hope this helps. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon Sent: Thursday, July 21, 2011 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: Assignment groups - sizing ** My experience: We have a customer with one assignment group (Support Group) with about 120 members. We had faced slow behavior in Notification Engine when triggering Group Assignment Notification Event for Incident Management. Also we had some troubles using Approval Process in Change Management with same aasignment group, there´s a hidden field who stores all user names for approvers i.e USER1;USER2;;USERn That field couldn´t store all usernames for that group, stored about 30-35 usernames. Obviously depends on how long could be usernames. Also Approval Engine faced some slow behavior when processing Approval Notifications and Approvals, i.e when moving from Request for Authorization to Request for Change within an Change Review Approval Phase, Approval Notifications were sent about five minutes after modifying Change Status to Request for Authorization, and when all approvers had to approve in Approval Central, change ticket took about 3-5 minutes (average time) to move to Request for Change. Finally we had to suggest customer to divide that assignment group. Customer uses ARS 7.1 HTH, Alejandro De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] En nombre de John Sundberg Enviado el: Jueves, 14 de Julio de 2011 16:26 Para: arslist@ARSLIST.ORG Asunto: Assignment groups - sizing ** What is a normal size for an assignment group??? I am thinking 20... Do people have any assignment groups 100 members. And if so -- how is that working? Are you putting it into a queue -- and let anybody pull it out -- or are you assigning it to an indiv in the group? Thanks in advance, -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SET-CHANGE-FLAG questions
HI All, I want to do is a set field on form 1 and use the data in a open window active link that opens form 2 without causing the user to save form 1. In the ARS 6.3 basic guide (page 245) is says you can associate a SET-CHANGE-FLAG with a field. However on page 629 is shows SET-CHANGE-FLAG 1 or 0. Does not show how to associate with the field Would it be SET-CHANGE-FLAG 0 536870954 or something else. The other question is sequence. would I do SET-CHANGE-FLAG then SET FIELDS Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Administrative privileges problem? ARS 6.3
Brad,
I'm on 6.3, it's not so bad. Did you try the default password? You can find it
on page 202 of the Configuring AR System guide.
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, July 15, 2011 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative privileges problem? ARS 6.3
You can add a new user using the tools.Personally I always keep an admin
user with a fixed license in the system that has a local Remedy password.
arcache {-U|-G}{a|d} -e entryId [-g groupList] [-i groupId]
[-c groupCategory] [-q computed_group_qualification]
[-t groupType] [-lw writeLicense] [-m mailAddress][-n name]
[-p password] [-s server_name] [-x notifyMech] [-d] [-u
authentication alias name]
[-r authentication alias string]
Look in the ConfigGuide PDF on pg 315
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Friday, July 15, 2011 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Administrative privileges problem? ARS 6.3
**
Very strange.
The only user object that comes up is the User Portal. It is as if I'm
blocked at every turn! It seems to be permissions, but I cannot modify them.
Any other ideas? Perhaps a way to re-administrate an account?
Brad
-Original Message-
Date: Fri, 15 Jul 2011 06:38:15 -0500
From: brad.terh...@hotmail.com
Subject: Re: Administrative privileges problem? ARS 6.3
To: arslist@ARSLIST.ORG
**
I could not seem to get into the User form or SHR:People forms yesterday. I'll
try to get around that today.
Brad
-Original Message-
Date: Thu, 14 Jul 2011 21:42:01 +
From: claire.sanf...@memorialhermann.org
Subject: Re: Administrative privileges problem? ARS 6.3
To: arslist@ARSLIST.ORG
**
Give the account App-Administrator and Administrator privs and it should work.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brad Terhune
Sent: Thursday, July 14, 2011 4:26 PM
To: arslist@ARSLIST.ORG
Subject: Administrative privileges problem? ARS 6.3
**
Hey guys!
I know I'm behind the times (6.3).
Anyway, I was trying to get into Remedy Configuration Manager yesterday and I
couldn't. The system indicated I did not have access. So, I tried going
directly to SHR:Template (Helpdesk 5.6 forms). And when I tried to modify
something I got that I did not have write permissions to fields 4, 7 and
263.
So, I figured, I'll fix this and went to login through Remedy Admin. But
could not log in. I get an authentication failed very quickly- it just
flashes for a moment- then Could not successfully login to any server.
I've tried on more than one computer and with different versions of the
client-side software on XP, Windows Server 2003 and Windows 7. Same result.
I have a ticket in with support but they have not been able to figure out what
is going on.
I've tried the master level administrator user account and my own administrator
account and get the same result.
Any one have any ideas?
Grateful in Memphis-
Brad Terhune
bterh...@uthsc.edu
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This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that is
privileged, confidential, or otherwise protected from disclosure. Distribution
or copying of this e-mail, or the information contained herein, to anyone other
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QBE Change Impact
Hi All, I know that when you change an index there is a performance lag while the index is being built/rebuilt. Is the same true when changing the QBE on a field from leading to equal? Just want to assess the user impact before making the change. ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SSO and Pass Thru
Hi Doug, I do something very similar and I see that the order of information is slightly different than you have it. https://mid_tier_server/arsys/servlet/ViewFormServlet?form=eSurveyamp;server=server alisasamp;username=esurveyusernameamp;pwd=Silosb160amp;eid=SRV-256 Running ARS 6.3 patch 20. Hope this helps Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, June 22, 2011 2:03 PM To: arslist@ARSLIST.ORG Subject: Re: SSO and Pass Thru Does it have to be https? If not you can add port 8080 and bypass IIS completely. When passing user and password you may also need to switch to the ViewFormServlet type of URL (This is according to page 124 of the Mid-Tier manual). http://mid_tier_server/arsys/servlet/ViewFormServlet?form=form_nameserver=server_nameusername=user_namepwd=password Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Wednesday, June 22, 2011 11:32 AM To: arslist@ARSLIST.ORG Subject: SSO and Pass Thru ** List, We are testing an implementation of SSO, all is working fine except - We have a survey link which has a User Name, Password Entry ID of a survey record (Example) https://MYREMEDYSEVER/arsys/forms/SERVERNAME/ESRV:eSurvey/Web/?eid=SRV-256username=esurvey160pwd=Silosb160 (Filter Example - web.xml) !-- Custom eSurvey Filter -- filter filter-nameeSurvey Filter/filter-name filter-class /filter-class /filter filter-mapping filter-nameeSurvey Filter/filter-name url-pattern/arsys/forms/SERVERNAME/ESRV:eSurvey/Web/*/url-pattern /filter-mapping This allows people to fill out the survey without having to login and remain anonymous We created a filter on IIS to allow the pass thru of these links, but it is not working Any Thoughts? Configuration ARS 7.1 Patch 8 Windows 2003 MS SQL IIS New Atlanta Thanks, Doug Doug Tanner Compass Group, The Americas Manager, Enterprise Service Applications Remedy Skilled Professional (RSP) Office (704) 328-3178 Cell (980) 230-8563 doug.tan...@compass-usa.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Currency Field export to csv
Hi All, Ideally I would like to export the value from a currency field into a csv file, convert to excel and the total up the values. I have a requirement to replace some decimal fields with some currency fields. The field set up along with the currency ratios are straightforward, export to rep file works fine but I am having an issue exporting the data to a csv file. The field is called Total Contract Value. If I use that field in the report I get the value for each currency configured such as 1.00 USD 1.02 CAD 0.68 EUR. If I select one of the sub-fields such as Total Contract Value.VALUE it appears blank in the csv file. Field permission is Public. I imagine it is something simple that I am missing. ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
I don't know if anyone mention this in the thread but zero-zero (00) is also interpreted as Public. Had that happen to me about a year ago. FYI Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Wednesday, June 08, 2011 10:49 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Which staging form are you referring to? Thanks - and wonder why BMC support would not know this? Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ | From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Sent: Wednesday, June 08, 2011 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. When things like this happen, the only way to get rid of these emails before they go out is to start deleting pending emails from the staging form. I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails that got generated, I was able to delete 20,000(give or take). Had to keep refreshing the form for a while till they stopped getting created. Hind-sight I should have just changed the status to sent as a bulk modify would have been faster than delete. I am sure all seasoned developers have run into this at some point. Now You now need to setup some workflow to ensure the email address doesn't get populated with a zero again... The email issue has been around since version 6.x, and don't think it's going away anytime soon. Sent from my iPhone On Jun 8, 2011, at 7:16 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** We process about 20-30k emails a day - if we just shut down email then we hurt more people. Our issue was to let all email through other than this one particular email that got sent to everyone. In fact the email engine performed great throughout this event and processes all email as we would expect and other notifications were not considerably delayed - it was just kept extra busy for 2 days What we need BMC to answer is how to isolate and remove a particular notification from NTE before it gets to the AR System Email Messages. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.comhttp://www.jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, June 08, 2011 9:12 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** why not just go to the ar email config and disable it ? or change the password and let it fail even... but I think you are asking for a button next to turn off escalations that is turn off email? On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.commailto:axton.gr...@gmail.com wrote: What is 'as designed' is the ability to use a group id, group name, login name, or email address in the email message delivery fields. When a number is seen, it is interpreted as a group id. Unfortunately, 0 is the group id for public. Not saying it's right, but that's what it is, and the application can (and in my opinion, should) account for this. Seems a knob could be added to the email engine that disallowed this, or defined a threshold for group member count could be used to address this. It's not the first time this has burned someone (not necessarily in the ITSM world either). The notification engine may add a layer of abstraction on top of the email engine that discounts the use of this capability at the email engine layer (I don't know enough about it to say for sure). Take a system that has an email auto-reply set up. Send an email to that system with a reply-to address of 0 and guess what you would get. Axton 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. On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had
Re: Reading a file into a field
Assuming the username of the workstation is the same as the Remedy username, you might be able to use something like this for your qualification C:\Documents and Settings\$USER$\My Documents\file.csv First use a set field and the display Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, June 06, 2011 9:20 PM To: arslist@ARSLIST.ORG Subject: Re: Reading a file into a field ** You have to set the view field to the file name with the full file path.. some systems do not like long file names so in case of long file or directory names you may have to convert those into the 8.3 DOS format if you know what I mean.. Joe From: Shafqat Ayazmailto:shafq...@yahoo.com Sent: Monday, June 06, 2011 8:39 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Reading a file into a field ** Hi Joe the file is on the client and i want to show it on the client so no server side activity involved. I want to show the contents of the file in a View file, but i am not getting the input correct. ARS 7.6.04 Oracle Client Windows Shafqat Ayaz From: Joe Martin D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Monday, June 6, 2011 10:52 AM Subject: Re: Reading a file into a field ** Questions Is the CSV file on the server or client? Is it a static file or is the file modified over time? What database? What version? Possible Answers Hopefully the file resides on the server?.. If so AIE would be an easy tool to use to pump the file into a resident table within the ARS created for that.. If the file is on the client you may have some limitations.. You could view the file using the view field, and there are a few things you may be able to do on viewing the file.. Something you may have to play around with.. Running AIE jobs from a client if this file is on every user client is not really a feasible solution.. If you are using MS-SQL as the underlying database, MS-SQL had DTS (data transformation services) that could read csv files to update database tables. That could be another option – Having said that, DTS was taken away from the post 7.x versions of MS-SQL, but I think Microsoft replaced it with some other tool that does similar stuff.. Joe From: Shafqat Ayazmailto:shafq...@yahoo.com Sent: Friday, June 03, 2011 11:21 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Reading a file into a field ** Hi I remember a while back a thread on how to read a CSV file into a field. Unfortunately i cannot seem to access the ARSList archive. If anyone remembers or knows how to do this and would not mind sharing, I would be extremely grateful. Many thanks in advance Shafqat Ayaz _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited.
Re: Incoming Email Messages
I am on ARS 6.3 but do something like that. First thing I do is push the email from the AR System Email Messages form to a staging form. The I have a filter in the staging form parse the incident number out of the subject line in to a field I call Related Incident Number. This works no matter where the Incident Number is in the subject line. SUBSTRC($Subject:$, STRSTRC($Subject:$, INC0), STRSTRC($Subject:$, INC0) +10) Then I use another filter to find the matching Incident and push. $Related Incident Number$ = 'Incident Number' Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Wednesday, May 25, 2011 11:51 AM To: arslist@ARSLIST.ORG Subject: Incoming Email Messages ** We are trying to push all incoming emails to their associated tickets on the Work Log table. Is there any better way to parse the ticket # out of the subject other than the old way of including words that you would like to ignore in your qualification? Does the id get parsed out of the box? I looked for workflow that does that and did not find any. ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz -- Mohamed Abdelaziz _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incoming Email Messages
That would work too but there are some things to consider. Equal is always better than LIKE. Using the wildcards on each end negates indexing and causes a full table scan. Not a big deal in performance by itself but that sort of thing adds up. If the push does not work it will be more difficult to figure out why. If the Incident Number is parsed and retained in a field then you know what is being used during the search. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, May 25, 2011 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming Email Messages ** Also, if you don't need the staging form for other considerations, I think you could also push them directly to the Incident with something like $Subject$ LIKE ((% + 'Incident Number') + %) If no requests match: Take no action If any requests match: Modify First Matching Request And if you want to provide for the possibility there is no match create a new incident, add an additional push fields after the first one: $Subject$ LIKE ((% + 'Incident Number') + %) If no requests match: Create a New Request If any requests match: Take no action Note I don't use ITSM, so this may not apply - David Durling University of Georgia ARS 7.5 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, May 25, 2011 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Incoming Email Messages ** I am on ARS 6.3 but do something like that. First thing I do is push the email from the AR System Email Messages form to a staging form. The I have a filter in the staging form parse the incident number out of the subject line in to a field I call Related Incident Number. This works no matter where the Incident Number is in the subject line. SUBSTRC($Subject:$, STRSTRC($Subject:$, INC0), STRSTRC($Subject:$, INC0) +10) Then I use another filter to find the matching Incident and push. $Related Incident Number$ = 'Incident Number' Hope this helps Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz Sent: Wednesday, May 25, 2011 11:51 AM To: arslist@ARSLIST.ORG Subject: Incoming Email Messages ** We are trying to push all incoming emails to their associated tickets on the Work Log table. Is there any better way to parse the ticket # out of the subject other than the old way of including words that you would like to ignore in your qualification? Does the id get parsed out of the box? I looked for workflow that does that and did not find any. ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz -- Mohamed Abdelaziz _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: needs immediate help on this query....
Basically, i'm forcing user to keep away from using 'Closed' Status resolution
and push them to use the 'Resolved' status upon closing a ticket.
First off, couldn't you use an active link that changes to Resolved if Closed
is selected?
If you go with a filter I would suggest using ('DB.Status' != 'Status') AND
('Status' = 'Closed)
This is doing the same thing as described below but IMHO is cleaner. Also if
you added a status value later you would not have to go back and update this
filter.
FYI
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Friday, May 20, 2011 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: needs immediate help on this query
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved' status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
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This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that is
privileged, confidential, or otherwise protected from disclosure. Distribution
or copying of this e-mail, or the information contained herein, to anyone other
than the intended recipient is prohibited.
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Re: Refrigerator - old subject line ( diff b/w .. Incident ..problem..change)
Hi Jennifer, Can I get a copy too? Thanks Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer L Sent: Wednesday, May 18, 2011 3:55 PM To: arslist@ARSLIST.ORG Subject: Re: Refrigerator - old subject line ( diff b/w .. Incident ..problem..change) It was me. Do you need a copy? Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@nc.gov http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, May 18, 2011 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Refrigerator - old subject line ( diff b/w .. Incident ..problem..change) Someone made a PPT presentation using that idea? That’s just a funny thought that came to my mind to use as an example to explain those little differences and it was a Friday when I posted that :-) Joe -Original Message- From: Sanford, Claire Sent: Wednesday, May 18, 2011 3:33 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Refrigerator - old subject line ( diff b/w .. Incident ..problem..change) Thank You! I got it! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Wednesday, May 18, 2011 2:29 PM To: arslist@ARSLIST.ORG Subject: Re: Refrigerator - old subject line ( diff b/w .. Incident ..problem..change) http://www.mail-archive.com/arslist@arslist.org/msg64261.html Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com | 972.431.1518 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, May 18, 2011 2:21 PM To: arslist@ARSLIST.ORG Subject: Refrigerator - old subject line ( diff b/w .. Incident ..problem..change) Does anyone remember who made a PowerPoint presentation that outlined the change/incident/problem process with a refrigerator?? Claire ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited.
Parse from end of line
Hi All TGIF, I have a custom form used for incident management with some records created through a process where an email is sent to an external server, parse into xml and sent through the mid-tier to create the incident. The subject line and body of the email is placed into the incident description field. What I would like to do is parse out the original subject line and place it in a Short Description field. Challenge is I can't figure out how to identify the end of line. The long term solution would be to modify the email parsing, and the mid-tier web services mapping but for now I need to take this route. Also the short description field is only 75 characters long so I have to not only get the subject line but be able to handle it when there are more than 75 characters. Finally I don't want to just get the first 75 because that is usually an ugly truncate. Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 X5335 Mobile: 315-317-2897 This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: AR 7.5 - Filters. Adding a wait time before the filter executes
Can't tell if you are processing one record on the 2 other forms or groups of records so I will assume it is one record each. Instead of thinking of it as waiting on the other forms, take the approach of when to tell the staging form to go. LJ is on the right track where there needs to be some piece of data that tells the staging form to go. If the forms are processed in sequence, then maybe you can use the last modified date on the second form to push the go signal to staging form. If you are processing a lot of records, then you might consider pushing the results to a pre-staging form that then issues the go. Join form might be another option to look at. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Saturday, April 16, 2011 5:48 PM To: arslist@ARSLIST.ORG Subject: Re: AR 7.5 - Filters. Adding a wait time before the filter executes ** Andre, You could write one filter that does a setfield from your 'other' form to check if it's done, then have a second filter that fires a goto action before the first one until it returns the results you are looking forbut I don't think this is a very good idea... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andre H Sent: Saturday, April 16, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: AR 7.5 - Filters. Adding a wait time before the filter executes ** Hello, Is there any way to add time to when a filter starts its execution? I have a staging form that references 2 other forms and I need to add about 2 minutes of wait time to a filter that starts a filter guide. This filter needs to wait until the processing of the other two forms are completed (Submit and Modify records) Is there something that can be done to delay the start of the filter? I want to keep everything in Filters and Filter Guides if possible. Thanks, Andre _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Strange Database Log Results
Hi All ,
I have some very strange behavior in a pair of table fields with a different
form in each table. The first form SQL shows as expected. One list queue to
match the search criteria and the second to display the columns. On the second
form/table I get the same but then I get the fast queue to get all the fields,
a fast queue to get the attachments, and finally a fast queue to get the status
history.
The tables are set up the same and any active links running in the background
are the same. Anybody have any ideas on what might be happening here?
ARS 6.3 Patch 20, with Oracle 9.2, on SunOS 5.9
Thanks
Mark
First Form Table SQL
SQL TID: 37 RPC ID: 0007514328 Queue: List Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:20.6081 */SELECT
T142.C1,T142.C1,C536870919,C536871013,C7,C536870926,C536870918,C536870921,C600100085,C60001,C536870999,C3,C536870974,T142.C1
FROM T142 WHERE (((T142.C7 4) AND (T142.C536870950 = 'Mark Brittain')) AND
(T142.C4 = 'IT - Applications')) ORDER BY 14 DESC
SQL TID: 37 RPC ID: 0007514329 Queue: List Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:20.7541 */SELECT
T142.C1,T142.C1,C3,C6,C7,C536870921,C536870919,C536871013,C536870930,C60913,C4,C536870950,C600100179,C600100180,T142.C1
FROM T142 WHERE ('TT#02129563' = T142.C1) ORDER BY 15 ASC
Second Form Table SQL
SQL TID: 37 RPC ID: 0007514402 Queue: List Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:46.3599 */SELECT
T141.C1,T141.C1,C536870913,C536870992,C7,C536870964,C536870965,C536870987,C600100085,C60001,C600100019,C536871104,C3,C536870919,T141.C1
FROM T141 WHERE (((T141.C7 3) AND (T141.C4 = 'Mark Brittain')) AND
(T141.C536870950 = 'IT - Applications')) ORDER BY 15 DESC
SQL TID: 37 RPC ID: 0007514403 Queue: List Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:46.6713 */SELECT
T141.C1,T141.C1,C7,C3,C536870913,C536870992,C536870916,C536870950,C4,C536870929,C600100179,C600100180
FROM T141 WHERE ('CR000369393' = T141.C1) ORDER BY 1 ASC
Full Second Form SQL
SQL TID: 36 RPC ID: 0007514404 Queue: Fast Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:46.7336 */SELECT
C1,C2,C3,C4,C5,C6,C7,C8,0,C112,C10005,C11000,C536870912,C536870913,C536870914,C536870915,C536870916,C536870917,C536870918,C536870919,C536870920,C536870921,C536870922,C536870923,C536870924,0,C536870928,C536870929,C536870930,C536870931,C536870932,C5368
Second Form Attachments
SQL TID: 36 RPC ID: 0007514404 Queue: Fast Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:46.7719 */SELECT
CO536870925,CC536870925,C536870925,CO536871040,CC536871040,C536871040,CO536871041,CC536871041,C536871041,CO536871042,CC536871042,C536871042,CO536871043,CC536871043,C536871043,CO600100146,CC600100146,C600100146,CO600100147,CC600100147,C600100147,CO600100148,CC600100148,C600100148,CO900090048,CC900090048,C900090048,CO900090050,CC900090050,C900090050,CO900090052,CC900090052,C900090052,CO900090060,CC900090060,C900090060,CO900090061,CC900090061,C900090061,CO900090064,CC900090064,C900090064
FROM B141 WHERE C1 = 'CR000369393'
Second Form Status History
SQL TID: 36 RPC ID: 0007514404 Queue: Fast Client-RPC:
390620USER: mbrittain /* Mon Apr 18 2011
15:08:46.7784 */SELECT entryId,T0,U0,T1,U1,T2,U2,T3,U3,T4,U4,T5,U5 FROM H141
WHERE entryId = 'CR000369393'
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Re: Configuring Remedy to consume a web service question
I have a similar requirement coming in the near future. Does anyone have a WDSL used to send Remedy data to an external non-Remedy server? In particular in how the fields and data in Remedy are referenced. Thanks Mark From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of Roger Justice [rjust2...@aol.com] Sent: Saturday, April 09, 2011 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Configuring Remedy to consume a web service question ** Consuming external WSDLs is done through filter actions. -Original Message- From: Angus Comber arsl...@iteloffice.com To: arslist arslist@ARSLIST.ORG Sent: Sat, Apr 9, 2011 2:04 pm Subject: Configuring Remedy to consume a web service question ** Hello I am trying to work out how to get Remedy to talk to an external web service. To get started I have created a dummy wsdl file (below) with a very straightforward hello world message. I am in Remedy Administrator v7.1 right clicked on Web Services, entered a name and a base Remedy form. Then I enter the path to the wsdl file in the XML Schema field and click Load button. But I get this error :- ERROR: Schema \\angusnotebook\DriveC\HelloService.wsdl does not have root element as schema Additional Details: com.bmc.arsys.ws.util.ARWSException: Schema \\angusnotebook\DriveC\HelloService.wsdl does not have root element as schema at com.bmc.arsys.ws.wsdl.XMLSchemaParser.extractFormDefaultValues(XMLSchemaParser.java:238) at com.bmc.arsys.ws.wsdl.XMLSchemaParser.parseXMLSchema(XMLSchemaParser.java:295) at com.bmc.arsys.ws.wsdl.XMLSchemaParser.init(XMLSchemaParser.java:110) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseXSDIntoSchemaInfo(WsdlAdminInterface.java:304) What am I doing wrong? Here is my wsdl file: ?xml version=1.0 encoding=UTF-8? definitions name=HelloService targetNamespace=http://www.ecerami.com/wsdl/HelloService.wsdl; xmlns=http://schemas.xmlsoap.org/wsdl/; xmlns:soap=http://schemas.xmlsoap.org/wsdl/soap/; xmlns:tns=http://www.ecerami.com/wsdl/HelloService.wsdl; xmlns:xsd=http://www.w3.org/2001/XMLSchema; message name=SayHelloRequest part name=firstName type=xsd:string/ /message message name=SayHelloResponse part name=greeting type=xsd:string/ /message portType name=Hello_PortType operation name=sayHello input message=tns:SayHelloRequest/ output message=tns:SayHelloResponse/ /operation /portType binding name=Hello_Binding type=tns:Hello_PortType soap:binding style=rpc transport=http://schemas.xmlsoap.org/soap/http/http://schemas.xmlsoap.org/soap/http operation name=sayHello soap:operation soapAction=sayHello/ input soap:body encodingStyle=http://schemas.xmlsoap.org/soap/encoding/; namespace=urn:examples:helloservice use=encoded/ /input output soap:body encodingStyle=http://schemas.xmlsoap.org/soap/encoding/; namespace=urn:examples:helloservice use=encoded/ /output /operation /binding service name=Hello_Service documentationWSDL File for HelloService/documentation port binding=tns:Hello_Binding name=Hello_Port soap:address location=http://localhost:8080/soap/http://localhost:8080/soap /port /service /definitions Any ideas? Angus _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Another web behavior issue (SOLVED)
Hi LJ Brian, This works really well and gives me better control over the behavior. In the open window active link the Form View when set to (Clear) selects the designated default view and not the first view like the drill down. Thank you both for your responses. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, April 06, 2011 4:30 PM To: arslist@ARSLIST.ORG Subject: Re: Another web behavior issue ** Mark, If you have table drill down enabled it automatically opens in the default view. Your button has an AL on it that specifies what view to open the form in. All you need to do is disable the table drill down, then have the AL that fires on button press happen on dbl click of the table (assuming that option exists in 6.3, can't remember)...then you will have both methods performing the same action through the same workflow. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, April 06, 2011 2:24 PM To: arslist@ARSLIST.ORG Subject: Another web behavior issue ** Hi All, I have a display form that contains a table field and a button. Actually several. If I select the button the ticket form is displayed in the default view which is what I want. If I drill down to a ticket record it is displayed in the original/base view. I have no idea why I would get a different view. Any ideas greatly appreciated. ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Web Error 9280
Hi All, In the mid-tier I am getting an ARERR 9280 error when I search using one particular form. The message states: Server not present in the configured servers list - myserver.mid-tier.remedy.com. mid-tier .remedy.com The server name is myserver.mid-tier.remedy.com and the alias is myserver. Both are listed as configured servers. The error is only encountered on the development server. If this is being caused by an active link (e.g. on display) I want to make sure I don't export it to production. If it is something with the custom form, then that is another issue. ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Any thoughts or ideas greatly appreciated. Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Changing the view
Hi All, I am baffled with this one. I have a custom named Test Form which contains a lot of fields and is pretty ugly. I created a view called WebView which is a cleaned up version. What want to do is display WebView when the user is using the web client. I attempting to use an active link with a qualification $CLIENT-TYPE$ = 9. If the active link only displays a message it works fine. If I attempt an open window then it hangs and on the bottom of browser it flashes that it is downloading the http. I have tried display, window opened, window loaded and have not found the right combination. ARS 6.3 patch 20 Mid-tier 6.3 patch 20 IE 8 Can someone help me out with this? Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Another web behavior issue
Hi All, I have a display form that contains a table field and a button. Actually several. If I select the button the ticket form is displayed in the default view which is what I want. If I drill down to a ticket record it is displayed in the original/base view. I have no idea why I would get a different view. Any ideas greatly appreciated. ARS 6.3 patch 20 Mid-tier 6.3 patch 20 Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Modify incident vai email
I am on ARS 6.3 but here is a simplified approach that might work for you. Email is sent to Remedy with INC#12345 anywhere in the subject line. Have a filter on the AR System Email Messages form with a qualification 'Subject' LIKE %INC#[0-9][0-9][0-9][0-9] [0-9]% that forwards the email to your staging form. Then use a set field filter SUBSTRC($Subject:$, STRSTRC($Subject:$, INC#), STRSTRC($Subject:$, INC#) to parse out the INC# from the subject line into a separate field on the staging. The use a push field filter to find the related Incident with this INC# and push the email to the Work Log. In the first filter the format has to match exactly as I have shown above. Something like INC#12345 would not get forwarded. In the push to the target incident the number has to be an exact match. No wildcards here or you will have unintended results. Hope this helps Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of remedy lee Sent: Wednesday, March 23, 2011 3:03 PM To: arslist@ARSLIST.ORG Subject: Modify incident vai email Ok I looked through the remedy guide and determined that Modifying an Incident using an email template doesn't work unless Remedy itself sends a reply back to an email submit. So there's no way for me to use the modify template for a support staff to close a ticket via email. Using the email engine modify instruction that is. So is a possible solution to create a staging form that accepts an email submit and it matches up the INC# and modifies it accordingly? Or is there a better way? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Require Worklog Change
Old dogs, same trick. I would agree with Roger however I don't use the TR. Rather I use (Assigned Group != DB.Assigned Group). I have an active link that puts ticket assigned to %Assigned Group$. I also have an active link that makes entry in the Work Log required. If you have something similar then the AND TR.Worklog = $NULL$ is overkill. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, Roger Sent: Wednesday, March 16, 2011 1:31 PM To: arslist@ARSLIST.ORG Subject: Re: Require Worklog Change I know this may be old school but I would use TR.Assigned Group != DB.Assigned Group and TR.Assigned Group != $NULL$ AND TR.Worklog = $NULL$. Roger Nall Manager, SA Business Intelligence/Remedy Desk Phone: 972-464-3712 Mobile: 973-652-6723 Helpful Links: | Reports |SA_Suggestion Box | SA_Trouble Ticket | -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mayfield, Andy L. Sent: Wednesday, March 16, 2011 8:31 AM To: arslist@ARSLIST.ORG Subject: Require Worklog Change I would like to force a worklog entry on a form anytime the assigned group changes. I wanted to get opinions on the best way to accomplish this. I was thinking you would use a filter with a Run If like: TR.Assigned Group != $NULL$ AND TR.Worklog = $NULL$ But I wasn't sure if this would be the best way. I thought I remember seeing this on the list before, but I didn't have any luck searching for it. Andy L. Mayfield Sr. SCADA Operation Center Technician Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Question about NULL
HI All,
I have a table that uses the following query which searches for any open record
that is not assigned to me.
'Status' Closed AND ('Assigned Person' != Mark Brittain OR 'Assigned
Person' = NULL)
If I use the query without the Assigned Person' = NULL the result does not
include any records that are not assigned. Both fields are indexed but the
NULL causes the full table scan. Is there a way to write query so that
indexing is used but I get the records that are unassigned?
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.commailto:mbritt...@navisite.com
(315) 453-2912 x5335 (Office)
(315) 317.2897 (Cell)
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Re: Question about NULL
$NULL$
'Status' Closed AND ('Assigned Person' != Mark Brittain OR 'Assigned
Person' = $NULL$)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Elry
Sent: Monday, March 14, 2011 2:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question about NULL
Just a quick question Mark...
Did you mean $NULL$ OR NULL.
On Mar 14, 2:05 pm, Brittain, Mark mbritt...@navisite.com wrote:
HI All,
I have a table that uses the following query which searches for any open
record that is not assigned to me.
'Status' Closed AND ('Assigned Person' != Mark Brittain OR 'Assigned
Person' = NULL)
If I use the query without the Assigned Person' = NULL the result does not
include any records that are not assigned. Both fields are indexed but the
NULL causes the full table scan. Is there a way to write query so that
indexing is used but I get the records that are unassigned?
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.commailto:mbritt...@navisite.com
(315) 453-2912 x5335 (Office)
(315) 317.2897 (Cell)
This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that is
privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.
___
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Re: Question about NULL
Hi Doug,
Great explanation and I appreciate the time taken to reply to the issue. On
the display only form I have two table fields. The first looks for open records
assigned to me and the second looks for open records not assigned to me. This
is why I am using the != Mark clause.
Thanks for the advice.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Monday, March 14, 2011 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question about NULL
**
Mark,
First, about why your search is not working as you think it should have.
NULL is a strange beast in databases. It is a value. A very special value
that means there is no value. The
only way to find things that have this special no value value is to
explicitly look for it. No value does not
match a != comparison.
This is why you have to explicitly check for it in your qualification to find
things that are unassigned.
Now, about indexing. It actually is not the NULL test that is causing the
table scan. If you have a field
indexed and you search for NULL, you will use the index.
The thing that is causing the table scan is the != Mark Brittain clause. A
!= will cause the system to
perform a table scan as there is nothing to index on.
To find all the unassigned records using the index, just use the clause
'Assigned Person' = $NULL$
This will use the index on Assigned Person and it will find all unassigned
records.
I am not sure what the != Mark Brittain clause is for if you are looking for
unassigned records. That will
find ASSIGNED records that are not assigned to Mark. So, that search is really
looking for all records
not assigned to anyone (the NULL clause) and those not assigned to Mark. If
you can remove the != Mark
from your criteria, you will find things much more efficient.
Now, all this is assuming you don't qualify on Status too. If there is an
index on Status, it should help with
the search and that index can be used. However, the algorithm for determining
whether to use an index may
be determining that there is a large percentage match in the table so it
defaults to a table scan rather than
trying to use the index on Status.
I hope this helps,
Doug Mueller
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Monday, March 14, 2011 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Question about NULL
**
HI All,
I have a table that uses the following query which searches for any open record
that is not assigned to me.
'Status' Closed AND ('Assigned Person' != Mark Brittain OR 'Assigned
Person' = NULL)
If I use the query without the Assigned Person' = NULL the result does not
include any records that are not assigned. Both fields are indexed but the NULL
causes the full table scan. Is there a way to write query so that indexing is
used but I get the records that are unassigned?
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.commailto:mbritt...@navisite.com
(315) 453-2912 x5335 (Office)
(315) 317.2897 (Cell)
This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that is
privileged, confidential, or otherwise protected from disclosure. Distribution
or copying of this e-mail, or the information contained herein, to anyone other
than the intended recipient is prohibited.
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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ARS 7.6 Installation Question
Hi All, I am getting ready to install ARS 7.6 on a new server. Looking the guide worksheet for the AR Server it asks for the AR System Server DB Login ID and Password. If the tablespace is not created before the installation is this DB account created as part of the installation or does the account need to be created on the database before performing the installation? Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Mid-Tier error on login (SOLVED)
Turned out this was a java out of memory issue. Fred, Joe, Jason, and Rajesh thank you for your responses to my cry for help. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Wednesday, March 09, 2011 12:56 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login ** Insufficient Java Heap will typically cause out of memory errors. This is not an out of memory error. Joe From: Nair, Rajesh SISPLmailto:nairraj...@siemens.com Sent: Wednesday, March 09, 2011 12:41 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login ** Check the Java Heap Size. Rajesh From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Jason Miller Sent: Wednesday, March 09, 2011 5:31 AM To: arslist@arslist.org Subject: Re: Mid-Tier error on login ** :) I wasn't sure if it was production or not. I have had something similar happen and the AR server was down but it was a test system so nobody noticed right off. On Tue, Mar 8, 2011 at 2:38 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: ** Good question. Yes, the AR Server is up. If it were not I wouldn’t be worrying about the mid-tier ☺ Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, March 08, 2011 5:36 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login ** Kind of out there question but is the AR server up? Jason On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: HI Fred, No, that did not work. Turned on mid-tier logging and got a bunch of stuff. This stands out as the last entry WARNING: Caught GoatException ARERR [9215] Internal error. Thanks Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, March 08, 2011 4:51 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login What form are you trying to open? With Mid-Tier you specify a form to open and if you are not already logged the web server brings up the login page. Accessing the login page by itself does not help as the server does not know what to do after that. If you have the Home form defined in the Server Information you can go to it by: http://myserver.com/arsys/home Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, March 08, 2011 3:43 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Mid-Tier error on login ** Hi All, I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier (https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my username and password and press the login button. The result is ARERR [-1] Message not found. The mid-tier is up because I can pass XML requests through the mid-tier to the server. Can't find this in the Error Message Guide and I tried to find it on the BMC KB but no luck. Any ideas? ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9. Thanks Mark _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited.
Mid-Tier error on login
Hi All, I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier (https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my username and password and press the login button. The result is ARERR [-1] Message not found. The mid-tier is up because I can pass XML requests through the mid-tier to the server. Can't find this in the Error Message Guide and I tried to find it on the BMC KB but no luck. Any ideas? ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9. Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Mid-Tier error on login
HI Fred, No, that did not work. Turned on mid-tier logging and got a bunch of stuff. This stands out as the last entry WARNING: Caught GoatException ARERR [9215] Internal error. Thanks Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, March 08, 2011 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login What form are you trying to open? With Mid-Tier you specify a form to open and if you are not already logged the web server brings up the login page. Accessing the login page by itself does not help as the server does not know what to do after that. If you have the Home form defined in the Server Information you can go to it by: http://myserver.com/arsys/home Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, March 08, 2011 3:43 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier error on login ** Hi All, I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier (https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my username and password and press the login button. The result is ARERR [-1] Message not found. The mid-tier is up because I can pass XML requests through the mid-tier to the server. Can't find this in the Error Message Guide and I tried to find it on the BMC KB but no luck. Any ideas? ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9. Thanks Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Mid-Tier error on login
Good question. Yes, the AR Server is up. If it were not I wouldn't be worrying about the mid-tier :) Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Tuesday, March 08, 2011 5:36 PM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login ** Kind of out there question but is the AR server up? Jason On Tue, Mar 8, 2011 at 2:28 PM, Brittain, Mark mbritt...@navisite.commailto:mbritt...@navisite.com wrote: HI Fred, No, that did not work. Turned on mid-tier logging and got a bunch of stuff. This stands out as the last entry WARNING: Caught GoatException ARERR [9215] Internal error. Thanks Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, March 08, 2011 4:51 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Mid-Tier error on login What form are you trying to open? With Mid-Tier you specify a form to open and if you are not already logged the web server brings up the login page. Accessing the login page by itself does not help as the server does not know what to do after that. If you have the Home form defined in the Server Information you can go to it by: http://myserver.com/arsys/home Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Tuesday, March 08, 2011 3:43 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Mid-Tier error on login ** Hi All, I have hit on a strange one. When I attempt to log onto Remedy at the mid-tier (https://myserver.com/arsys/shared/login.jsp) I get the log on page, type in my username and password and press the login button. The result is ARERR [-1] Message not found. The mid-tier is up because I can pass XML requests through the mid-tier to the server. Can't find this in the Error Message Guide and I tried to find it on the BMC KB but no luck. Any ideas? ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9. Thanks Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Abydos Analyser Recommendation
Interesting. What do you call a small investment? Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Clifton Edward Teate Sent: Wednesday, March 02, 2011 2:29 PM To: arslist@ARSLIST.ORG Subject: Abydos Analyser Recommendation ** When we started to receive multiple enhancement requests for our Remedy 6.3 ARSystem environment, we found ourselves spending a great deal of time in the documentation of the forms, fields, and workflow that were related to each enhancement. We originally purchased the Abydos Analyser tool for the instant development documentation feature, of which saved 4 to 16 hours of development documentation tasks per enhancement request. We started to utilize some of the other features (wild card searches for workflow and interactive workflow diagrams) and quickly discovered that Abydos Analyser was more than just a development documentation tool. Our 6.3 ARSystem environment did not have the Sync Search Database updated in quite some time and every attempt at updating was met with failure and/or too risky (only one environment - production). You can imagine the nightmare that we experienced when troubleshooting workflow problems for an environment that did not include best practice (or logical) naming conventions for workflow objects, coupled with years of multiple administrators/developers that produced new processes without documentation. A typical troubleshooting task would take us between 5 and 16 hours of research using the Remedy Developer tool (6.3). Abydos Analyser provided us with a solution to perform wild-card searches against workflow objects, state change diagrams, and event diagrams...of which improved our troubleshooting task time to less than 1 hour in most cases. In addition, it provided us with the mechanism to assess impact for enhancement requests (e.g. add a field, menu item, new active link, etc.) and improved our development time for enhancements. We are currently working on a migration project to 7.6.04 and based on past experience, the BMC classes do not provide you with training on how they developed their out-of-the-box applications (e.g. Service Desk, Change Management, etc.). In all cases, BMC will recommend that you do not attempt to customize their applications due to problems with future hot fixes, patches and/or upgrades. However, we continued to receive enhancement requests that required some level of customization to the out-of-the-box applications. Abydos Analyser provided us with the mechanism to learn their workflow, which improved our ability to safely create a customization that would not impact functionality or future releases from BMC. To this day, I have not found similar features in the developer studio versions that were released from BMC and I consider the Abydos Analyser tool a must have for all Remedy Administrators and Developers. The small investment for this tool will create an immediate return on investment within the first couple of enhancement requests, troubleshooting tasks, or upgrade/migration that you will work on. - Clifton Teate, Business Inelligence Sytems Integrator, MedQuist _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Pushing to an external server
Hi All, I have a requirement send data from a record on the AR Server via the mid-tier to an external server. On create or modify, XML would be sent to the external server using the data from the new record. Looking though the Advanced Guide it appears that all actions are designed to create, set, get are initiated by the external server. What I want to do is similar to sending an email but over the mid-tier to a server rather than a person. Chances are it is right there in the guide but I am not seeing it. Any insight would be greatly appreciated. ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: RUT Error (update)
I had three separate users on different machines experience the same error. The error has been narrowed down to one record. If the search includes that one record the error occurs. Any other records it does not. If I search on that record number I get a different error. 91 - RPC call failed, RPC cannot decode result. I have viewed the record on the db and don't see anything wrong with it. Data looks consistent without any weird characters. I have not looked yet for attachments so I don't know if the problem is there. So I have not decided what to do with it. I do use field 112 and might just take the data out of that field so users don't get it. Still concerned about the cause. If anyone has any ideas, please let me know. Thanks Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, January 31, 2011 10:56 AM To: arslist@ARSLIST.ORG Subject: Re: RUT Error ** Mark, If it is only that user on that machine (other users performing same action on same computer don't have problem), then I would recommend clearing out the arf and arv files. If all users on the machine are having problem then it may be a corrupted DLL, if same user has the problem on ALL machines, it may be a preference record problem. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, January 28, 2011 9:04 AM To: arslist@ARSLIST.ORG Subject: RUT Error ** Hi All TGIF, I have a user who is getting the Remedy User Application has encountered a problem and needs to close error. Also getting The instruction at 0x73dd1a3 referenced memory at 0x4. The memory could not be read. ARS and RUT are both version 6.3 patch 20. This occurred when the user placed a name in a field and searched. Only happens on one customer form Any ideas on what the problem could be and how to correct? Thanks Mark _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
RUT Error
Hi All TGIF, I have a user who is getting the Remedy User Application has encountered a problem and needs to close error. Also getting The instruction at 0x73dd1a3 referenced memory at 0x4. The memory could not be read. ARS and RUT are both version 6.3 patch 20. This occurred when the user placed a name in a field and searched. Only happens on one customer form Any ideas on what the problem could be and how to correct? Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: Picture (Device Independent Bitmap) 1.jpginline: Picture (Device Independent Bitmap) 2.jpg
Unicode questions
First let thank everyone who responded to my last question Oracle Client Question. Great information, much appreciated. My next questions is about character sets. The plan is to install ARS 7.5 on Linux 5.3 with Oracle 11g server and Oracle 10gR2 client. Language is US English only. The Linux server is set to UTF-8. The Oracle database is AL16UTF16. The installation guide states that the Plug-in server always delivers characters in the UTF-8 codeset. API accepts and returns characters in the UTF-8 encoding. It does not support UTF-16 character encoding. I think this is all saying that the data base needs to be UTF-8. Is that correct or am I missing something? Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Oracle Client Question
Hi All I am building a 7.5 server on Linux with Oracle 11g. The compatibility matrix states that only the Oracle 10gR2 client can be used. None higher or lower. Is that true? This does not make sense to my DBA and I don't have a good explanation for him. Anyone know why this is? Has anyone successfully used the 11g client with the 11g server? Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: help!!! Message Text: Required field cannot be reset to a NULL value AppendedText: InputDoc
I believe Appended Text is the data that was rejected. In this case InputDoc. I know that would be the case if this was an email error. If syncState is a selection field and Input Doc is not a field attribute, that would do it. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Friday, January 21, 2011 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: help!!! MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc Hi, The 2 indicates an ERROR as opposed to 1 which is WARNING and 0 OK. The AppendText usually refers to a field in this case, at it says InputDoc... It can be a filter-push to some other form, but it could also be a bug. I have seen similar problems with opCreate. Maybe you the field you are trying to set has the wrong permission, or your user does not have access to the web-service? Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * 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. For webmethod OpSet which only require two fields Request_ID and syncState, the name and type are correct, but failed : MessageType: 2 MessageNum: 326 MessageText: Required field cannot be reset to a NULL value AppendedText: InputDoc What is Message Type: 2? Does that mean C2 (Submitter field) which is already in the record? Not soure what is InputDoc? -- View this message in context: http://old.nabble.com/help%21%21%21-MessageText%3A-Required-field-cannot-be-reset-to-a-NULL-value-AppendedText%3A-InputDoc-tp30731109p30731109.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited.
Re: Set fields problem
Hi Cindy, I am on V6 and it is not so bad. What happens if you run the same action in the RUT? Do you get the desired results? Sounds like there is a rogue active link there that comes later and is overwriting what the first active link is doing. Use ARS Log Display to capture the activity and have a look. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Basile, Cindy Sent: Wednesday, January 19, 2011 4:59 PM To: arslist@ARSLIST.ORG Subject: Set fields problem ** Hello, First off, I'm using Remedy V6 - I know, I know =) I am opening a WEB form via a URL - in the URL is the Change ID+ from a particular change control. I have an active link that is using a set fields to populate some fields on the WEB form on window open/window loaded/display. The set fields IS getting the data from the correct Change control - the problem is that some of the fields are being populated with data from what should be mapping to other fields. I have an active link log and I can see the data being sent to the wrong fields, but it correctly mapped in the AL. For instance, Set-fields 536871283 = testbed testbed should be being populated with the association, but its being populated with the Requesters Name, 536871419, which is in the AL but not in the log. Now, if I open the WEB form as an administrator, the fields map correctly. Any help would be greatly appreciated! FieldList.Query([object Object], @, CHG:Change, 3, 2) Set-fields 536871431 = 1/1/4713 BC - (should not be displaying the BC date, just a date) Set-fields 536871078 = 1/21/2011 Set-fields 536871270 = FPI Set-fields 536871429 = test sar - please ignore Set-fields 536880913 = Set-fields 35043 = Set-fields 35042 = Set-fields 536871430 = Set-fields 536871283 = testbed testbed Set-fields 536871057 = Cindy Basile Set-fields 536871058 = Useruser Set-fields 536871055 = juser2 Set-fields 536871080 = truck driver Set-fields 536871094 = New Employee ARStateChange Complete : Current state is 1 Thank you, Cindy Basile Cindy Basile System Support Lead Financial Partners, Inc. 509-340-5480 CONFIDENTIALITY NOTICE: This e-mail transmission may contain confidential information. This information is solely for the use of the individual(s) or entity to whom or which it was intended. If not an intended recipient, any review, copying, printing, disclosure, distribution or any other use is strictly prohibited. If you have received this email in error, please immediately notify the sender by reply e-mail. Please delete this e-mail from your files if you are not the intended recipient. Thank you. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Strange ARS Timeout Problem
Hi Eric, Couple things you might check. Have you checked the indexing against the Run If in the escalations? NULL in the Run If ignores indexing and should be avoided. If you have a time calculation is the field on one side and the calculation on the other (Create Date $TIMESTAMP$ - 3600) vs. (Create Date +3600 $TIMESTAMP$). Calculating on the field value is slower. Is there a SQL query to an external table in the Set Field action? Could be a change/cause there. Likewise is the escalation doing a set field using information from another form that you users frequently use? If so the issue might be the indexing there. These are small things that you can get away with when there is a relatively limited number of records. Then at some magic number the warts start to show. Hope this helps and good luck. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ZHANG, ERIC L Sent: Thursday, January 20, 2011 4:11 PM To: arslist@ARSLIST.ORG Subject: Strange ARS Timeout Problem ** Hi Listers. We are experiencing intermittent timeouts with the ARS. Without me doing anything, the AR system becomes normal again after about 5 minutes. All users are getting timeout (or hourglass) but no process is being restarted in armonitor.log. This is the message showing in arerror.log: Tue Jan 18 12:09:24 2011 Dispatch : Timeout during data retrieval due to busy server -- retry the operation (server_name) ARERR - 93 Tue Jan 18 12:10:04 2011 Approve : Timeout during database query -- consider using more specific search criteria to narrow the results, and retry the operation (ARERR 94) In the API log, it shows a 5-minute gap: API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service/* Tue Jan 18 2011 12:06:16.2224 */-GLEWFOK API TID: 04 RPC ID: 00 Queue: Admin Client-RPC: 99USER: Remedy Application Service/* Tue Jan 18 2011 12:11:16.0001 */+GLEWF ARGetListEntryWithFields -- schema OBJSTR:Class from Unidentified Client (protocol 12) at IP address Our DBA was monitoring the database during the time and found few activities in the database. The activities shown in SQL log during the timeout were all for user AR_ESCALATOR, which means the escalation was still running during the time. This can also be verified from the escalation log. When this occurs, the CPU and RAM utilizations are dramatically dropping to the lowest levels on both the ARS server and the database server. There was no application change in the last couple of months. The problem started about two weeks ago. It could occur 3 times a day and sometimes it works fine for days without it occurring. Our configuration/environment: ARS: 7.1 patch 7 ITSM: 7.0.03 patch 9 SLM: 7.1 patch 2 SRM: 2.2 patch 4 Midtier: 7.6.03 ARS Server: Solaris 10 (16 GB of Physical Memory, 18 GB of SWAP, 8 CPUs) - Dedicated to ARServer, ITSM, SLM, and SRM. Midtier Server: Windows Server 2003 SP2 (2 CPUs, 2 GB of RAM) - Used only by customers to submit service request. Database: Oracle: 10gR2 (remote) The following are threads settings in ar.conf: Private-RPC-Socket: 390601 2 6 Private-RPC-Socket: 390603 2 2 Private-RPC-Socket: 390620 16 24 (FAST) Private-RPC-Socket: 390626 8 16 Private-RPC-Socket: 390627 2 12 Private-RPC-Socket: 390635 24 30 (LIST) Private-RPC-Socket: 390680 24 24 Private-RPC-Socket: 390693 2 4 Private-RPC-Socket: 390698 2 4 We have about 300 concurrent Remedy users during the peak hours. ARServer is running as non-root process. The number of open file descriptors for arserverd (~700) was well below the ulimit 3072. The FAST and LIST threads never reached the maximums. I have an open ticket with BMC Support but thought I might get a solution quicker from the Arslist here. Thanks, Eric _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Problem Management and Tasks
Hi Vi, I had a similar problem where a 6.3 custom form Trouble Ticket was closed while there were child Tasks still open. Open Tasks were shown on a table. I added an active link on close that refreshes the table and then walks through it. Then if Column1 != $NULL$ then Error Message to stop the close action. In my situation I had to check two tables so I used an active link guide. Works great. If you need more details let me know. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Wednesday, January 19, 2011 10:59 AM To: arslist@ARSLIST.ORG Subject: Problem Management and Tasks ** Hi All We currently have Problem Management V. 7.0.03 patch 009 Often times a Problem ticket gets closed when there are still open tasks associated with it. Unfortunately even Admins can't modify or reopen the closed Problem ticket (unless we disable the workflow enforcing this), and then that task becomes stuck in somebody's queue. Wondering why Problem Management allows the ticket to be closed if there is still an open task and if this perhaps is design flaw? Or something that just we are experiencing? Thanks! Vi _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Issue with Set fields action on ARS 5.0 (Yes old very old :))
Hi Viki, It sounds as though making a change on the record you are working on which is the current transaction. Based on what I am reading I think the qualification needs to be in the Run If and not the Set Fields if. Probably something like Run If f1 = f2 If the qualification is met, then the filter fires and does you set field and other action. Hope this helps, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni Sent: Thursday, January 13, 2011 5:59 AM To: arslist@ARSLIST.ORG Subject: Issue with Set fields action on ARS 5.0 (Yes old very old :)) hi all, I need some assistance over a perticular case of set fields action the problem is as follows : I am trying to set a flag field lets say field f1 on say form A. The condition that this field will be set is by checking a third field say field f2 for duplicate entry. What is to be achieved is if the user is trying to put in duplicate entry with same value in f2 the set fields action should not fire. now here is the issue. As soon as I enter all the values in the action pane using admin tool and try to save the filter the server name and form name change to CURRENT TRANSACTION irrespective of explicit mentioning them and the Run If qualification is disabled. And this is where i cannot write my qualification for checking the duplicate field value in f2. I am confused why is the value changing for server name and form name to Current Transaction. Any help is highly appreciated. Thanks, Viki -- View this message in context: http://old.nabble.com/Issue-with-Set-fields-action-on-ARS-5.0-%28Yes-old-very-old-%3A%29%29-tp30661175p30661175.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Question about ITSM 7.6.03 support group model...
Hi Keith You could use row level access. First you have to add a field with Database ID 112. Then on the Request ID field give only the Assignee Group permission. After that only members of the group(s) listed in field 112 have access to that ticket. Also if you enable multiple assigned groups on the server you can have more than one group in field 112. Let's say you have three groups, Local 1, Local 2, and National. In Ticket A the value in 112 is Local 1. Only the members in Local 1 can see the ticket In Ticket B the value in 112 is Local 2 National. Both Local 2 and National can see the ticket. Local 1 cannot. In Ticket C the 112 field is blank. Nobody but the Administrator can see the ticket. Some points A user should only be in one of these groups or keeping it straight will drive you nuts. Make sure not to include Public in the Request ID field or 112 is ignored. Request ID will not appear in a email body unless you sent to a Remedy username that has at ticket's 112 permission. The email will still be sent out but that spot will be blank. However it will appear in the subject line (go figure) If you have any questions, email me directly. Mark From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of keith thompson Sent: Wednesday, January 12, 2011 1:48 PM To: arslist@ARSLIST.ORG Subject: Question about ITSM 7.6.03 support group model... ** Hello, My company has local support and national support. Is there a way to configure the operating companies such that local support users are restricted to only seeing their local tickets, but can also select the national support group from the assignment menu, AND not have access to any other national support tickets but the ones the locals have assigned to the nationals (their own)? Thanks, k _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Knowledge Management Install
Hi Shawn Tauf, Thank you for your comments and insight. Mark From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Monday, January 10, 2011 12:11 PM To: arslist@ARSLIST.ORG Subject: Re: Knowledge Management Install ** When I installed the latest RKM patch (or was it the one before it?), it did include the Hummingbird install as a part of applying it. I seem to recall having issues about getting the correct license or something, but that may have been an earlier version of it. Also, I seem to recall that in my environment I had to get a special rkm war file that addressed some issues I encountered, even after applying the latest patch. That may not be an issue for most people, but we're using multi-tenancy and I've had to customize the results lists and some of the other things in the config file for RKM. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Monday, January 10, 2011 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Knowledge Management Install ** Mark, In addition to Shawn's comments, I will also add that in addition to patches, you need to be on the latest version of the Hummingbird DB that RKM uses. I believe the latest patch includes that but if not, BMC support will not go any further if you are on an older version. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Monday, January 10, 2011 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: Knowledge Management Install I would suggest putting it on a different server entirely because we ran into some API issues trying to install it on the same server as the Mid Tier. It looks like you are using your application server, so you may not have conflicting versions of Tomcat, but there is still a potential somewhere for some sort of conflict. Also, whether you like it or not, the application is web-based. RKM has literally nothing to do with Remedy aside from some minor integrations, so it won't be like dealing with another Remedy app. It's dealing with a another third party app that can be integrated with Remedy to populate it's users and groups, populate the dropdowns from the Product Catalog and such, and you can integrate from Remedy apps to be able to display RKM in View Fields. You should look through the steps to integrating it with Incident Management, because you could leverage some of that workflow to integrate it with your custom apps. The only other thing to keep in mind is to be current on all patches, and hope for the best. If all doesn't go well (I've never had an install without some issues), Carrie at BMC is a wizard at supporting the product. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark Sent: Friday, January 07, 2011 3:18 PM To: arslist@ARSLIST.ORG Subject: Knowledge Management Install ** Hi All TGIF, I am planning on installing Knowledge Management 7.1 and am looking for any helpful hints, or issues that I might encounter. Currently I am running ARS 6.3 patch 20, Oracle 9.2 on SunOS 5.9 and all forms are custom made. Current plan is not to use the web interface, just the RUT. Integration with my custom forms will likely be a challenge but other than that it appears straightforward. Sounds too good to be true, what am I missing? One question that immediately come to mind is the installation directory. The Installation Guide say the default location is /usr/local/RemedyKM7. Is it ok if the AR Server is in another directory (/remedy/ar63/) or do they need to be together? Thanks and have a great weekend. Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged
Knowledge Management Install
Hi All TGIF, I am planning on installing Knowledge Management 7.1 and am looking for any helpful hints, or issues that I might encounter. Currently I am running ARS 6.3 patch 20, Oracle 9.2 on SunOS 5.9 and all forms are custom made. Current plan is not to use the web interface, just the RUT. Integration with my custom forms will likely be a challenge but other than that it appears straightforward. Sounds too good to be true, what am I missing? One question that immediately come to mind is the installation directory. The Installation Guide say the default location is /usr/local/RemedyKM7. Is it ok if the AR Server is in another directory (/remedy/ar63/) or do they need to be together? Thanks and have a great weekend. Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5335 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
